Hotwire

March 22, 2017
 
[redacted], TX [redacted]
 
In response to Revdex.com Complaint [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

Hot Rate® hotel reservation with Extended Stay America in Dallas - DFW Airport N. I understand you are dissatisfied with your recent booking as the pet fee was not disclose at the time of booking. As such, you are requesting a refund of your reservation.
 
Our records indicate that you booked a Hot Rate® hotel. In Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. In exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as booked. For this reason, Hot Rate bookings are non-changeable and non-cancellable.At Hotwire, we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided:           “You'll pay the hotel directly for additional charges, like room service or resort fees.”Additionally, our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated fees. This would break our agreement with our partners to keep them anonymous until the booking is completed. On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the “Book Now” button you are accepting the Terms of Use.Based on the information above, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/15) */
June 15, 2015
[redacted]
Hong Kong
Hong Kong, CN
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better Business...

Bureau, regarding your booking with the Hotel Lasserhof Salzburg. We understand that you were able to find a lower rate for your stay on another travel site, and you submitted a Low Price Guarantee claim for this reservation. You called in to process your claim, and then found a lower rate on another booking site. Your complaint stems from our ability to process only one Low Price Guarantee claim per booking, and you are now seeking cancellation of this booking for a full refund. We regret any frustration or inconvenience this issue [redacted] have caused.
At Hotwire we are confident that our great Hot Rates are the lowest to be found, and we assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers that we are providing the lowest rates available. Within 24 hours of booking on Hotwire, if you find a lower total for the same reservation details outside of Hotwire.com, we will refund you the difference.
Upon review, we see that you contacted Hotwire on June 1, 2015 to submit a Low Price Guarantee claim, as you found a lower rate on Booking.com. This was confirmed, and a refund was processed in the amount of $79.70 to the form of payment used to book your reservation. You called Hotwire again later that same day, stating you had found another lower rate, seeking a second Low Price Guarantee refund.
Though our system does not allow for a second Low Price Guarantee claim for a booking, we wanted to be sure that we researched the matter in full. With regard to the rates for the Hotel Lasserhof Salzburg for check in June 18, 2015 and checkout June 21, 2015 on Hotels.com, we are not able to confirm a lower rate. As such, this would not qualify for a refund under our Low Price Guarantee, should we been able to process a second claim.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable. We guarantee payment to the hotel whether the reservation is used or not. In consideration of this, we are not able to honor your request to cancel the reservation for a full refund.
We remain confident our business model is meeting the needs of our customers, and our company's goals. We do place great value on your feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
We regret that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
In respect of the response, seems they are not having the full picture. My first request on partial refund was within 24 hours of my booking and provided evidence of lower price from booking.com, Hotwire did response and agree refund of the difference. Then still within 24 hours of my booking I revert to Hotwire response and attached an even lower price evidence from hotel.com, since then I didn't hear any reply from Hotwire. Therefore after a day, I called to customer service hotline and want to follow up on the status. The customer service seems do not understand my case even though I provided my reference number already and kind of day no refund at all, I have to explain to him that Hotwire already agree to refund. Then I bring up about the lower hotel.com price and my email, of cos he do not seems understand nor can relieve anything on that based on my reference number( I don't know why! Isnt the case reference number suppose to used for saving and record of the complaint case/customer transaction and correspondence information?) So I explained to him and he right away said "oh if they agreed on the first refund then the case is settled, cannot do 2nd time". I told him their Hotwire website only mentioned the refund condition is within 24 hours of booking, need to attach supporting of lower price at current and didn't mention about how many times it cand be done. So he asked me to hold on and I think he tried to check. He then come back and agree tat that wasn't show on website, is only their policy they know...blah blah blah, sounds ridicules right? I follow the requirement Hotwire request and they just follow the policy they know internally...the customer service seems not too familiar with their system and policy and only wish to quickly finish the call rather than being helpful.
Also in their response to Revdex.com, it mentioned tat they went to hotel.com agent on around 20th or 21st of June to check out price and didn't find the lower price so cannot refund. It is totally not reasonable, my booking and filing was on 1st and 2nd of June, after like 20 days price of cos are different. In fact I have provided evidence of the on spot price when I revert the email within 24hours of my booking.
In addition, at the same time of my email response to Hotwire (that is still with 24 hours of my booking) , I noted Hotwire revised the price of the hotel to as low as usd89 per night compared to the price I paid which is around usd140 per night. I think becos they realise of their not lowest price issue. Becos it was a secret deal model so they could argue that wasn't the same hotel but from the hint, nearby hotel eye I knew it was same hotel. I think Hotwire really not reliable and cheeky, if they knew tat they should refund me based on usd89 per day rather than only based on booking.com price which is still higher price, becos they should rely on customer to find the cheaper price for them. Why should we use and rely on Hotwire agent if so?
Anyhow, I have lose confident over Hotwire totally. I wished to cancel the booking originally or they charge me based on revised price of usd89 per night. However, given their reluctant to response, Instead of forfeit the booking, I have no choice but to stay at that hotel during my trip according to the booking. The hotel really isn't anything compared to 4 star as advertised. Since I already stated that I think I can't ask for cancelation now but strongly request Hotwire should refund the further different to me based on hotel.com price (ie. Usd101 per night )which I filed within 24 hours . The email with hotel.com supporting had been sent to them on 2june 2015; 12:45pm. Please check! As I can't attach the email here in the dialogue box.If they claim that they can't do 2nd time, please make sure they also state that on website so that customer [redacted] know in advance, is totally ridiculous...and please train your customer service with better knowledge of the company system and policy as well as services. And if Hotwire can't have the lowest price please do not offer the misleading secret deal thing...
Thank you Revdex.com.
Final Business Response /* (4000, 9, 2015/07/15) */
July 15, 2015
[redacted]
Hong Kong
Hong Kong, CN
RE: Revdex.com case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hotel Lasserhof Salzburg. We understand that you wanted to file a second Low Price Guarantee claim on this reservation, and on learning we are able to file only one claim on a booking, you were then requesting to cancel the reservation for a refund. As the reservation was used, you are now asking that your second Low Price Guarantee claim be honored.
As previously stated, we are not able to process a second Low Price Guarantee on a single reservation. We apologize for any frustration and inconvenience this [redacted] have caused you. We have noted your concerns and can assure you this will be appropriately addressed. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concerns.
We appreciate your business and hope we have the opportunity to better serve your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2015/11/09) */
November 9, 2015
[redacted]
[redacted] Pass
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns with Hotwire as...

sent through the Revdex.com, regarding your booking with the Americas Best Value Inn Thousand Oaks. I understand you are dissatisfied with the star rating of the property. As such, you are requesting for full refund.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
Upon review there were no complaints filed directly at the front desk about what happened. We also apply 25 Hotdollars credit in your account under [redacted]@gmail.com. HotDollars are equivalent to US Dollars when used to book HotRate Car rentals and HotRate Hotel reservations. Your HotDollars are valid for up to one year.
Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information above, my decision has not swayed. I am unable to honor your request for a refund.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand the stars rating is not a standard system, Hotwire said the place was comparable to a Days Inn or Ramda Inn, which was grossly inaccurate. Again complaining to the hotel did not seem to serve any purpose , "what was I supposed to say?" I am shocked at how Hotwire continues to not address this issue, probably because they have no defense. I too want to resolve this and so my middle ground would be to accept things if they agreed to give my account $50 hotbuck instead. I'm not sure if I will ever use them as my confidence is quite shaken in their company but this is the compromise I am willing to accept. Otherwise I will begin to share my story and the pictures of the scuzzy hotel via social media.
Final Business Response /* (4000, 9, 2015/11/24) */
November 24, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Americas Best Value Inn Thousand Oaks. I regret you remain dissatisfied with the handling of your situation. As such, you are requesting an additional 25 Hot Dollars as compensation.
As previously mentioned, regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. Since contact was not made during your stay and before you left the hotel, we were not provided an opportunity to rectify your situation at the time of your reservation.
While there is no standard for hotel rating systems, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of the Americas Best Value Inn Thousand Oaks was most recently evaluated on September 16, 2015. Based on the review, we are confident the hotel is an accurate reflection of a 2.0 star rating property.
Based on the preceding information, I feel 25 HotDollars is appropriate compensation for this matter. While I understand this [redacted] not be the resolution you were looking for, this is our final decision and reply. I am unable to consider your situation for any additional compensation.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I vehemently do not accept. To say this place was comparable to a Day's Inn and Ramada is blatant false advertising. The place is a scuzzy hole. Stop referring people there by saying it's like a Ramada - you have got to be kidding me. I have never received such bad treatment in my life. What a terrible example of putting $$ over the customer. I am appalled at this treatment. What a low rate, cheap operation you must be running to put $25 in credit over satisfying a loyal customer. I don't want the credit anymore. I want a full refund sent to me by check. I never want to use your service again now after how you are treating me. Dispicable.

March 9, 2017
 
[redacted] New [redacted] CT [redacted]
 
In response to Revdex.com Complaint ID 1[redacted], Hotwire Itinerary [redacted]
 
Dear [redacted]
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com. I regret you remain dissatisfied with the previous information we provided.
 
Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end.
 
As previously mentioned, an email confirmation is provided after a booking is completed. In addition, a customer will be charged immediately for the type of reservation you booked. These are indications that your booking went through.
 
Based on that information, our decision to not refund your reservation remains final.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2016/01/05) */
January 5, 2016
[redacted], NC XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your car reservation with Dollar. I understand your dissatisfaction stems from additional charges received from Dollar associated with this rental.
First, allow me to apologize for the inconvenience this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. With a retail booking, the total charges for your rental are billed directly by the car rental agency. We contacted Dollar and spoke to [redacted] and she confirmed they will be refunding the upgrade fee in the amount of $21.00 within 5-10 business days. For details regarding the refund, you may contact Dollar directly at XXX-XXX-XXXX.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 11, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
$21.00 falls short of the amount of upcharge that was applied by Dollar Rental Car. The total amount was $26.94 - why am I being shortchanged?
Final Business Response /* (4000, 13, 2016/01/27) */
January 27, 2016
[redacted], NC XXXXX
In response to Revdex.com case number XXXXXXXX.
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing you in response to your additional correspondence with Hotwire regarding your car reservation with Dollar. I regret you remain dissatisfied with our response as you were only refunded $21.00 instead of $26.94.
As previously discussed, we contacted the rental agency and spoke with one of their representatives and we confirmed that the refund they approved was $21.00. As Dollar is issuing the refund, I recommend contacting them at X-XXX-XXX-XXXX with any questions.
We appreciate your business and regret your Hotwire car experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 15, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The deal was made with Hotwire, not Dollar. The incompetency that has been demonstrated through this complaint is eye opening. I will not do business with Hotwire again.

Complaint: [redacted]I am rejecting this response because I need to respond with personally identifiable information but the Revdex.com has stated to not respond with that type of information. My reservation number was [redacted]
and my name is below.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12, 2015
[redacted] Ave
[redacted] XXXXX
RE: Revdex.com Case #: XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your booking at the Hampton Inn San Antonio-Downtown check-in July 10, and check-out July 12, 2015. We understand you booked a reservation for four people and were given one bed. As such you will like us to refund your reservation. We regret any inconvenience this [redacted] have caused.
Here at Hotwire we do guarantee that the room will sleep the number of guests that are booked. We verified that you booked for two adults and two children, but the hotel wasn't able to accommodate to the number of people booked because of availability issue. We have reviewed the situation and saw that our agents did try their best to provide a resolution. They offered to resolve the issue by offering to rebook you to a different hotel that can accommodate you as well as cover the difference in cost. You declined because there were no alternate hotels in the same area as originally booked. We did offer a full refund and to compensate you with 25 HotDollars for the inconvenience because the alternate options that we had won't work for you. You again declined and choose to stay at the hotel.
Based on the above information, we are unable to honor your request for a full refund.
We have added 50 HotDollars on your Hotwire account for the inconvenience and you will have one year from today to use them on all our Hotrate hotels and rental cars.
At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our site, the confirmation information and our payment details are sent directly to the hotel. Because we guarantee payment and that the booking will be used as is, we are able to offer our customers great rates.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations

Initial Business Response /* (1000, 5, 2016/01/12) */
January 12, 2016
[redacted]
XXXXX [redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com regarding your Hot Rate(r) hotel reservation with Ramada Plaza Denver Central. I understand you are dissatisfied with your recent hotel reservation as you were booked in a different area than where you wanted to be. As such, you are requesting for refund.
As Hot Rate(r) hotels are final reservations, we strive for clarity on the site. Since exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. In your case, the area selected was "Burbank Backstage Studios & Airport". I have confirmed the Extended Stay America - Los Angeles - Burbank Airport is located within the green shaded map defining that area.
Furthermore, we provide a summary of the booking that includes the dates of travel, number of guest/s, the rate, and the location, to let our customer check the details before confirming the reservation.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
Based on the information above, I am unable to honor your request for refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I didn't even book at the Ramada Plaza Denver. I booked in the Los Angeles area. So right off the bat, Hotwire is already lying. Neither of the issues in my complaint were addressed at all. A full refund is in order.
Final Business Response /* (4000, 9, 2016/02/02) */
February 2, 2016
[redacted]
XXXXX [redacted] CA XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the Extended Stay America - Los Angeles - Burbank Airport. I regret you remain dissatisfied with the handling of your Hot Rate reservation. Your dissatisfaction stems from the neighborhood the property resides in and you feel it does not merit a 2.5-star rating. As such, you are requesting a refund.
At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveler.
Upon searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). Each area has a correlated map for our customers to review. This map defines the area in which the hotel can be located. Additionally, we service a feature allowing a customer the ability to search for accommodations by a city, airport, zip code or an address. Our site will then calculate results by distance providing availability closest to farthest from the location entered. This feature is not intended to provide a result for a specific property; even if an address a customer searches by is for a hotel itself.
As I carefully review the reservation, I can assure you the Extended Stay America - Los Angeles - Burbank Airport is located within the shaded map of your selected area, "Burbank Backstage Studios & Airport".
To better understand your concerns, I recreated a search on our Web site for a hotel reservation using Culver City, California. The closest area listed on our Web site is "Culver City" with an estimated distance of 0.5 to 2.2 miles. While the area you selected is listed as 11.5 - 14.2 miles from Culver City and is derived based on straight-line measurement. While we ensured straight-line distance to be within 14.2 miles, the driving distance from point A to point B may be farther away. Please note the "city center" is indicated on the map linked from the search results page with a red pin. The distances displayed on our site during the booking process were calculated from this red pin.
Meeting customers' expectations on hotel quality is a top priority here at Hotwire.com as we understand star rating is one of the top drivers in determining a customer's hotel selection. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel.
We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of the Extended Stay America - Los Angeles - Burbank Airport was most recently evaluated on February 11, 2012. We are confident the current 2.5-star rating of this property is an accurate reflection of its overall quality.
As such, my decision has not swayed and I am unable to honor your request for a full refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Final Consumer Response /* (4200, 11, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to lie. I was looking for a room in Culver City. Their website directed me to a room in Burbank. It took over 3 hours to get to a meeting and I was late. There is no way in [redacted] it should take 3 hours to get to a meeting in Culver City from a hotel booked through a website where you are looking for a hotel in that town.
The hotel rooms were not up to par but any stretch of the mind. We had to call down for remote controls, and all basic items that come with the room. The rooms had not been cleaned and we checked in, not early. We had to change one room because it was too filthy to even walk into. The towels drew blood. Not a joke. They are sandpaper. The rooms smelled so badly we had to call down to the front desk to make sure we would not be charged as the damage was done long before we entered the room. The noise level was out of control. There was no security. The "breakfast" was a granola bar in a paperbag. Hotwire tried to pull another fast one and again, they've been caught. They do not run a quality service with integrity or honesty and need to be shut down until they can prove that they can deliver what they say. Refund me! You know what you do, Hotwire. That hotel was trash. It was nowhere in the vicinity of Culver City and you know it. You cost me and my partner a lot of money. Take responsibility for your actions.

September 6, 2017
 
[redacted]
 
In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Oceans 2700. I regret you remain dissatisfied with the previous information we provided.
 
Please be advised that we are unable to validate the screenshot you provided. Aside from the screenshot doesn’t show it was the actual page you were provided before you confirm the reservation, the amenities on the screenshot you provided doesn’t match the amenities listed on your confirmed reservation. Therefore, the hotel reservation indicated on the screenshot is for a different property.
 
As previously mentioned, the details of your reservation doesn’t indicate we guaranteed an oceanfront property.
 
Based on the information above, our decision remains final. We are unable to honor your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:
This hotel is a 2-star motel next to a hospital with inadequate parking. I will not be staying at this hotel and will suffer the loss of over $200 due to your deceptive advertising. I will be filing a complaint with the State of California.
It's unfortunate that Hotwire is not interested in any level of customer service and is relying on "no-returns" deceptive advertising and bait and switch tactics, even after past class action lawsuits for this very issue. You could have come up with some sort of resolution but chose your falsified rating system. 
As a frequent business traveler, I will never again use Hotwire or Expedia and will make a point to share my experience with as business leaders and consumers as I can via the internet, blogs and message boards. I will also post feedback regarding the hotel that was booked in [redacted] so consumers know what type of hotel to expect with a 3-star booking in [redacted]. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/01) */
August 1, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com,...

regarding your booking with the Comfort Inn & Suites, Airdrie, AB. We understand that your complaint stems from the fact that you were charged in USD instead of CAD and the level of service you received from our agents on the phone. You have requested that Hotwire compensate you for the conversion fees associated with this transaction. We regret any frustration or inconvenience this situation [redacted] have caused.
Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. As your reservation was booked with an agent over the phone, the default currency would have been in USD. If not specifically requested, all reservations booked with an agent [redacted] be completed in USD. The form of currency was not discussed during the call.
We are not able to retroactively adjust the currency type once the reservation has been completed. As such, we will not be providing the requested refund of the conversion rate difference.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to book in Canadian dollars online but your site was having problems so I called an agent. Please listen to the recording. The hotel itself received the Canadian dollars charged. So Hotwire is pocketing the extra almost $40. I really don't care about the money now but ia mistake was made. Please fix it. You all are giving me the same answer. The price I booked was off the website in Canadian funds.
Final Business Response /* (4000, 9, 2015/08/08) */
August 8, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Comfort Inn & Suites, Airdrie, AB. We understand that your complaint stems from the fact that you were charged in USD instead of CAD and the level of service you received from our agents on the phone. You have requested that Hotwire compensate you for the conversion fees associated with this transaction. We regret any frustration or inconvenience this situation [redacted] have caused.
Hotwire is a United States based company; as such our default currency is USD. To address this for those outside the US, we offer an option to change the currency type. As your reservation was booked with an agent over the phone, the default currency would have been in USD. After reviewing your booking and the Itinerary page that shows the currency type that the credit card was charged in, we have determined that your card was in fact charged in USD so any additional charges would have been processed by the issuing bank as conversion fees.
We are not able to retroactively adjust the currency type once the reservation has been completed. As such, we will not be providing the requested refund of the conversion rate difference.
We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it unbelievable that Hotwire continues to answer the same way. I tried to order online in Canadian dollars!!! Your site was glitching. Please check the recording of the phone call. Because the site was glitching I called a helpful agent. No mention was made of changing my reservation into USD. I have recommended your company to many of my family and friends. This is only about less than $40. I don't need the money but it is wrong that your company will not admit it's mistake and fix what was a simple problem. Why would I book a hotel through Hotwire for more than it was walking up to the door? I am not going to go away. If you fail to resolve this issue I will use Social Media to honestly outlay my issues with your company using the receipts and emails I have.

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
[redacted] S [redacted] Ave # [redacted] XXXXX
Re: Revdex.com case #: XXXXXXXX
Itinerary: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking at the Royal Sonesta Boston for check-in August 30, and check-out September 5, 2015. We understand that you are not happy with your Hotwire deal. As such you are seeking for a full refund. We apologized for any inconvenience this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. We strive for clarity on our site. To ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
We are confident that Hotwire has the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates. We have reviewed your account and can confirm that our agent already processed the difference between the two rates in the amount of $56.04. We also confirm that our Tier 3 support attempted to call you three times but they were not able to reach you and there was no option for them to leave you a message.
At Hotwire, all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel that will in turn place you in a room based on their availability. Our partners will do their best to make your stay as comfortable as possible.
We obtain our discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged; for this reason we are unable to refund Hot Rate hotels.
Based on the above information we won't be honoring your request for a refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. As a former Hotel GM, I understand that rates are dynamic and I also understand what it is to ensure that we deliver on a promise or make it right. Simply put, here are the facts. Had I booked through another source, I would have received a better rate (which you matched), a flexible booking, and a guaranteed bed type. Further, for your type of "run of house" booking, the hotel allocates "last sell room". That was fine in this case as I understood I would be staying at a 4.5 star hotel (which nowhere online is this listed anything other than a 4 star hotel), and that I would be receiving a significantly discounted rate for the room. My trade off was therefore price for flexibility, bed type, and preffered room choice for price. I could have had:
Hotel Club: paid $56 less, flexible booking, King bed, not "last sell rooms", and $30 in rewards.
Hotels.com: paid $12 more, flexible booking, not "last sell" rooms, and 10% back as reward for future night ($100 rewards)
I completely understand your business model and I think that you do intend to offer a good service which I understand correctly. I have been on the receiving end of calls from Hotwire notifying me of a refund and cancellation at my hotel, so I'm well aware that you do this when you have not lived up to your promise.
You have not delivered the 4.5 star hotel and you have not delivered a better price. Simply put, your model failed for this booking. All I've asked you to do is make it right, which you've refused to do.
I will consider a $200 credit for use on a future booking with your site or a $100 additional credit to compensate for the lack of rewards. I am also happy to accept my original request of a cancelled and refunded reservation. I am holding a Hotels.com booking for the same dates at the same hotel (YOUR SISTER COMPANY!).
Thank you for your consideration.
[redacted]
PS- My cell phone, the only number you have, accepts voicemail and I answer every call. I had one missed call from Hotwire, which I returned and got a general greeting and menu.
Final Business Response /* (4000, 11, 2015/08/27) */
August 27, 2015
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your upcoming stay at the Royal Sonesta in Boston MA on August 30, 2015. We understand you are requesting a refund due to the star rating and the low price guarantee. We regret any frustration this situation [redacted] have caused you.
Here at Hotwire we determine Star Rating by first incorporating Expedia's rating for the hotel; then we adjust the rating up or down based on direct customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what the "right" star rating for a particular hotel is. The feedback we've received for this property is a 4.5 as determined by Hotwire customer surveys.
After reviewing your reservation, we confirmed you booked a Hot Rate hotel. For Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. These restrictions enable our partners to better manage their unsold rooms.
On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions:
All bookings are final. No refunds, changes or transfers.
Your account will be billed for the full amount when you book.
After you book, the hotel's name and address will be revealed.
Hotels will require a credit card when you check in; debit cards [redacted] not be accepted.
You'll pay the hotel directly for additional charges, like room service or resort fees.
Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed.
Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available.
At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
We will not offer a refund for this reservation due to the reasons previously stated by customer care.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very simply put, I was perfectly happy to accept the terms and conditions in order to get a publicly rated 4.5 star hotel at a "discounted rate" as you noted. You decide to modify star ratings, which is not stated on your site. You did not offer a discounted rate for my booking, in large part due to extremely high fees that amount to more than $20 per night.
I accepted those terms and conditions with the understanding that I was getting a 4.5 star hotel at a discounted rate. You did not fulfill your advertised agreement to me, yet you are requiring that of me.
At this point, I am scheduled to check in on Sunday and you e have shown your strategy to delay response in order to expire your need to react (without a call). I'm sure the Revdex.com is capable of seeing that.
Sadly, you've lost a good customer to your business group, as I will no longer be using any Expedia group affiliates. Instead of accepting the money on your sister site, hotels.com, you've lost my business for all, and I will communicate that to the hotels.com executive team. My 14 room nights on that site this year have an average rate of more than $400.
For Revdex.com reference, a phone call has not yet been received by this company. That common courtesy to discuss concerns was not extended after I made it clear that I did not receive one prior, as Hotwire noted.
Hotwire, your business model is nearing obsolete, with hotel tonight and other new entrants. Your ability to compete requires superior customer service. Good luck!

Initial Business Response /* (1000, 5, 2015/07/16) */
We understand that a customer has written to the Revdex.com and CarRentals.com in order to have a rate honored that he saw on CarRentals.com but was unable to book due to a technical issue.
We have offered to reimburse the customer for the...

additional costs upon completion of the rental.
We make every effort to ensure the rates provided on the website are accurate. We regret and apologize for the technical issue.
We are sorry that his booking experience was anything less than stellar.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 7, 2017 [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]   Dear [redacted],   Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with...

Best Western Kirkwood Inn St. Louis. I understand you are requesting to cancel one of the rooms because of a change in one of your group’s plans. As such, you requested a refund in the amount of $135.   At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Regardless of whether the reservation is used we are charged and for this reason, all Hot Rate® reservations are booked as non-changeable and non-refundable.   I understand that your plans may change and that is why we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Car Booking Rules and Regulations. Within those restrictions the following statement is provided:   “This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees.”   Based on that information, I am unable to honor your refund request.   We appreciate your business and regret your Hotwire experience was anything less than exceptional.   Best regards,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/02/05) */
February 05, 2016
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customers email: [redacted]@gmail.com
Dear [redacted],
Thank you for the opportunity to address your concerns as sent through...

the Revdex.com regarding a possible fraudulent transaction. I understand you found unfamiliar transactions on your card. As such, you requested a refund.
Based on your contact to Customer Care on January 26, 2016, a fraud report has been filed and shared with our Risk Management team. A request for a refund can be made through your financial institution.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 14, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with [redacted]. I regret you did not accept our previous response. I understand your concern over the hotel’s online review about bed bugs infestation.
 
As we previously mentioned, we checked and read reviews on numerous sites. While we did find a few feedback concerning the hotel’s condition, we did not find any trend of reviews about bed bugs infestation. In fact, we found the most recent reviews were favorable citing the hotel’s friendly staff, cleanliness, location and quality.
 
Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help.
 
After checking your account, no contact was made to Hotwire at the time of your stay. Based on the information above, our decision remains final. We are unable to issue your refund request.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office
 
 Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
[redacted]
[redacted] Ave W
[redacted]
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for this opportunity to address your concerns sent through the...

Revdex.com, regarding your hotel booking with the Dakota Pines Inn, checking in August 19, 2015. We understand that you are requesting a refund due to not knowing the name of the hotel and reviews posted online. We regret any frustration this [redacted] have caused.
We apologize that the confirmation email didn't have the name of the hotel. We were able to confirm the name of the hotel and let you know in advance of your check in date. Sometimes hotels names change. When that occurs it can take a few days for our system to update and reflect the new name.
We see that you booked one of our great Hot Rate hotels. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Regardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation.
At Hotwire, we guarantee customers a clean stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-800-HOTWIRE (XXX-XXXX) for further options.
Due to the inconvenience of not knowing the name of the hotel at first, we are willing to offer $25 HotDollars. Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. These HotDollars will be available for use up to one year from the expiration date, or in this case, until June 23, 2015. You will also receive an email with more information about the HotDollars.
Based upon the previous information, we will not honor your request for a refund. We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Corporate Customer Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with hotwire corporate customer service after my complaint to the Revdex.com was placed, and one thing the agent specifically mentioned is hotwire gets its info regarding hotel reviews off expedia. Well here are some highlights of the latest reviews on expedia just recently for the month of June 2015 that I looked up just right now:
"Facility did not appear well cared for"
"Would not recommend, Overall I wish I had stayed elsewhere"
"Door to the bathroom couldn't shut - walls are slanted. left over hair in shower. Dirty towels. bed linens were stained."
"Left a lot to be desired"
Hotwire considers this a quality reputable hotel and I a customer should be ok with this? What possibly would hotwire see as OK with any of this?
Again, I put my faith in hotwire providing me with a quality reputable hotel. Regardless of the name of the hotel now, hotwire could not and did not provide me with any name when I booked. If they don't know where they are sending me, then how can they possibly know if it's a good hotel or not. They tell me, look at the reviews on our expedia site, but those reviews are just as bad as other websites! I don't care about the name, I care about a quality hotel, and in my search for the name of the hotel I was booked at, I found that this hotel is anything but a quality hotel, and I am honestly amazed hotwire would book their paying customers in good faith into a hotel with such a negative theme and reputation. Priceline, hotwires competitor booked me a hotel with the same amenities, for the same stay, and for the same price! And the hotel is a far greater and reputable property. Hotwires "hot deal" on the bad hotel they booked me is anything but a "hot deal". But because I tried to work with hotwire on my situation before I had to resort to going to a competitor to ensure my stay would be fine, hotwire says oh sorry, you have to find a competitor's price within 24 hours for us to care...
The hotwire agent again suggested I have to stay at the hotel then call back with any problems. I asked him then what, then where do I stay, and how can you assure me I'll be able to find another room in Rapid City in August just by walking in? He had no answer, no guarantee, and that's of zero help to me. As a matter of fact, I've read several cases and complaints against hotwire on the Revdex.com website with the exact same issue I'm having, and the customer stays in the hotel against their better judgement, hotwire having ignored their issues, have a terrible experience and then contact hotwire as asked, and there is nowhere else to stay on no moment's notice. After they return, hotwire refused to refund their money because they already used the room! I'm sorry, this is not acceptable and no customer should be put through this situation.
Because hotwire cannot tell me or guarantee what will happen if I ignore all the extraordinary negative reviews, and I stay in the hotel and am not satisfied, which will leave me looking for other accommodations during my stay, and based off the extremely negative reviews from various sites including hotwire's own partner expedia, I am left with no choice but to ask for a refund. I do not think it's unreasonable, especially when a customer was willing to work with hotwire to resolve the matter. Hotwire Dollars will not help me as I don't plan on using hotwire again. Hotwire Dollars won't change the fact that I put my faith in hotwire to provide a quality hotel and hotwire refuses to deliver on that. Hotwire has shown that they will book you in any hotel, ignore negative reviews on their own website, expedia, and when there is a problem simply recite time and time again, sorry, hotwire policy. Terrible customer service, especially when this all could have been avoided by working with a customer who was willing to work with you to resolve an issue.
Final Business Response /* (4000, 9, 2015/07/05) */
July 5, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Dakota Pines Inn. We understand that you have read negative reviews online for this property, and would like to cancel your reservation for a refund. We regret any concern this [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are booked as non-refundable and non-changeable.
Based on the information above, we are not able to honor your request to cancel your reservation for a refund. However, we do guarantee customers a clean and comfortable stay. If there are concerns on arrival, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional support. We are here 24 hours a day, seven days a week to assist you.
We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been anything less than excellent.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 11, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"But turned off by the cleanliness of the room. I found items from previous guests. Nobody came in to clean the room in between days!!!! No extra towels and to take out the garbage would have been nice!"
"poop on the blanket
a place to sleep for the night only
in need of more help
they need help (FAST) over all looks nice until you look closely french fry behind chair poop on blanket (one) hair in shower (long) (girls) carpet looks dirty pool room smells bad"
The latest 2 verified reviews in July 2015, since my last correspondence about a week ago, of the hotel on hotwire's partner site, expedia, which hotwire told me they base their reviews off of. Both state how unsanitary and unclean the hotel is, just as all the other reviews in my research have, both on hotwire's expedia website and 3rd party websites.
What's it going to take for hotwire to ADMIT that this hotel property is not up to any reasonable customer standards!? How many negative reviews? Who would stay there, and why does hotwire continue to think this property is acceptable, when every single review suggests otherwise?
I've gone through great lengths researching my options here, reading through countless Revdex.com complaints against hotwire about the same issue; unacceptable unsanitary hotel properties. Many of the Revdex.com complaints are because hotwire did not and could not do anything about it at the time, they wanted to talk to the hotel first, verify the state of the room, go back and forth as to who is responsible for what, all the while the customer is standing by on their vacation with no other options for lodging, ruining their vacation. I refuse to let this happen to me, especially when all information points to it being the case for me as well. That's why I'm trying to resolve this beforehand.
1. I plan a visit, book accommodations through hotwire
2. I am given no information as to where and what hotel hotwire has booked me at
3. Upon doing my own research as to where and what hotel this is, I find that it has a horrible reputation, extremely negative reviews, and no internet website, or yellow pages, local business presence what so ever
4. Contacting hotwire to bring forward my apprehensions about the property and suggesting that I will gladly pay more, to book another property through hotwire to correct the situation, which obviously looks to be a mistake or oversight
5. Going back and forth between hotwire, voicing my complaint through the Revdex.com, and not wanting to be put in the situation of having my stay ruined because the hotel is unacceptable but hotwire refuses to do anything about it, and I only wish avoid the inevitable of contacting hotwire when I get to the hotel because it's unsatisfactory
I don't think anything listed about is out of the ordinary and unreasonable.
If I had booked this hotel myself, saw the countless negative reviews, why would I follow through with staying there? Why should that be any different when putting ones faith and trust in hotwire to provide a decent hotel?
I've sadly come to the realization that hotwire truly does not care about their customers, but rather how many hotels they can charge to enter their program. Quantity, over quality, all at the expense of the paying customer. Nothing hotwire has said to me and the hundreds of Revdex.com complaints suggest otherwise.
If hotwire refuses to make this situation right, that's their prerogative and that's fine. That said, I will be sharing my extremely negative experience and story to everyone and anyone. Social media, twitter, facebook, hashtags, websites, blogs, and consumer protection advocates both locally and nationally. If just 1 single person refuses to do business with hotwire and make the same mistake I have, that being putting ones faith in hotwire to deliver a reputable hotel and make a situation right, then I will consider my efforts a success.

June 27, 2017
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted]. I regret you remain dissatisfied with the information we provided.
 
We strive for clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendly. If an amenity is listed, our customers can expect it in the hotel. While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there’s any fees. During the booking process, we mentioned the following:
“Some amenities may only be available in some rooms or units. Some amenities may incur additional fees.”
 
As previously advised, our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page.
If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any pet fees incurred must be paid directly to the hotel, usually at check-out time.
As stated, Hotwire is unable to post certain specifics about the hotel such as pet fees, parking availability, parking services and any associated fees. If we were to mention specifics, it may allow our customers to determine what property they are receiving. This would break our agreement with our partners to keep them anonymous until the booking is completed. Based on the information above, I am unable to honor your request for a full refund.
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2, 2015
[redacted]
XXX-XX [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns, as sent through the...

Revdex.com, regarding your reservation with the hotel Go Sleep Hotel-Hankou. We understand that you are requesting a refund for this reservation due to it not being similar to Hilton or Sheraton. We regret any frustration this [redacted] have caused.
Please understand that there is no standardized star-rating system nationally or internationally. As such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stay. Based upon the surveys completed, this property has been given a rating of 3 stars. We do see that our customers have rated the condition of hotel 4.0, room cleanliness score of 4.7 and quality of service score 3.7. We are confident that our star rating is correct for the Go Sleep Hotel-Hankou.
Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you [redacted] have before or after you make a reservation.
When creating a booking, we do list examples of the types of hotels that a customer can expect at all star ratings. We typically use chains that a customer will recognize, though we do not guarantee that you will get one of the specific examples.
Based upon the above information, we will not be honoring your request for a full refund. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable. You only provided two hotel names for comparison. Your star rating I understand. I did not mention anything about star ratings. I will NOT contact your 866 number because your service is NOT DEDICATED to resolving any issues. You don't need to refund if you cannot. You will upgrade me to the hotel you promised at the time of booking which is "Similar to HILTON OR SHERATON". And I would like a formal apology from [redacted], your "dedicated" customer service agent who hung up on me.

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
[redacted] Route *
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your recent...

booking with Hotwire. You state in your correspondence that the hotel was overbooked and you were denied a refund by Hotwire. We regret any frustration this situation [redacted] have caused.
The information you have provided in your letter to Better Business failed to access a Hotwire account, Please provide us with the email address you used to make this booking, the name of the hotel, the dates booked, the Itinerary number (if you have it), or the phone number you listed on the hotwire account, to assist me in accessing your Hotwire account.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations