Hotwire

Initial Business Response /* (1000, 5, 2015/11/15) */
November 15, 2015
[redacted]
[redacted] W [redacted] Lane.
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX,
Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Revdex.com...

regarding your experience when you contacted our Customer Care. I understand you are dissatisfied on how we handled your issue, as you are claiming that you got hung up four times and our representative called you liar.
I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care Team. I 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.
Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.
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, 2015/07/20) */
July 20, 2015
[redacted]
XXXXX [redacted] Drive
[redacted]
Re: Revdex.com Case # XXXXXXXX

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

booking attempt. We understand that you are dissatisfied with your recent booking experience with Hotwire customer service, specifically that funds are being held on a failed booking. We regret any concern this [redacted] have caused.
The credit card utilized to book this reservation was not billed by Hotwire. Your financial institution [redacted] have been holding funds for an authorization with the anticipation of Hotwire transmitting a final billing which was not processed. This authorization hold should automatically expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit. If you need assistance with getting these funds released, please contact our Customer Care at the number provided below.
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, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A authorization should have never been processed if a room was not available. My bank stated they don't just put holds on funds. The company has to request it.we had to sleep in a car because your company could not answer to phone. 3 kids and myself, one who is an 3 month infant.
Final Business Response /* (4000, 9, 2015/08/01) */
August 1, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear CUSTOMER,
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your attempted booking in Englewood, Colorado, on July 11, 2015. We understand that the Hot Rate(r) hotel you attempted to reserve was no longer available. As such there was a pre-authorization of the charges. We regret any inconvenience this situation [redacted] have caused.
After reviewing your account, I was able to verify that you had an incomplete booking. Your card was not charged for this reservation because it was not completed. Hotwire does request an authorization on the card or account, prior to completing the transaction. These authorizations occur when we validate your card at the time of booking. Most financial institutions remove authorizations routinely within a few days. For more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company. Hotwire [redacted] also be able to fax a request to remove the authorization, but we cannot guarantee your bank will expedite the request.
Here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this case. We offer Customer Support 24 hours per day, 7 days per week. There are times of high call volume, which can create an extended hold time. We have noted your concerns and will address the issue. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We will do our best to make sure that this never happens again.
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, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire just addressed the issue but offered no solutions. It's hard for me to belive that wait times could exceed 15 minutes or so. I placed 3 calls with each one ending in a hangup by the operator. Totaling in excess of 1 hour 45 minutes. With limited funds, and a car full of kids I will never go through hotwire again. I will make it publicly known of this incident and report it to media.

March 24, 2017
 
[redacted]
[redacted]
[redacted], MA [redacted]
 
In response to Revdex.com Complaint ID [redacted], [redacted] Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with Americas Best Value Inn - Hyannis. I understand you are dissatisfied with the hotel you received as you do not agree with the 90 % recommendation advertised on our website at the time of booking. As such, you requested a refund.
 
At [redacted], Hot Rate® recommendations are based on direct [redacted] customer feedback and we incorporate Expedia's recommendation data for the properties listed on our Hotels. With our customers providing [redacted] with over half a million hotel reviews every year, we want our direct customers to have a larger say on how highly recommended a particular hotel is.
 
Regardless of a hotel's recommendation, allow me to assure you [redacted] regards cleanliness in its utmost importance. You should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, please contact [redacted] Customer Care at 1-866-[redacted] ([redacted]) for further review. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your [redacted] experience was anything less than exceptional.
Best Regards,[redacted]Customer Care Relations[redacted] Corporate Office

Complaint: [redacted]I am rejecting this response because:
 
Complaint [redacted] was submitted on 9/25/17 and has still not been resolved.
On 10/4/17 Hotwire responded to the complaint asking for more time. It is now 10/18/17 and we have yet to hear back from Hotwire.
 
I do need my refund to my credit card immediately.  
 
This is becoming a larger problem/issue than needed and it needs to be resolved.
 
Please confirm receipt and what the next steps are in resolving this issue.
 
[redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: As of now, I have not received the refund. I will accept once the refund shows up in my account. I also appreciate the insulting insinuation that my screen shot can't be confirmed as the final page before booking. What a joke! You know full well that it is. The big "Book Now" button and the clear indication of exactly what my card would be charged, along with the terms and conditions, make it very clear. The fact that miraculously you can now issue a monetary refund also shows what liars your customer service agents are, when they insist on giving Hot Bucks instead, saying that Hotwire can't refund money. A company that cared about its customers would have done that the first time I reached out and pointed out the mistake on your end.Sincerely,[redacted]

April 14, 2016
 
[redacted] Rd
[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 previous information we provided. I understand you feel that the hotel you received is not comparable to the hotels we listed as examples at the time of booking.
 
As previously mentioned, for our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the “Hotels in our 2-star collection” with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation.
 
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.
 
Based on that information, our decision not to refund your reservation remains final.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best Regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

April 7, 2016Revdex.comSan Francisco Bay Area and Northern Coastal California Complaint DepartmentRe: Hotwire Case: [redacted]Dear Revdex.com,Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on January 27, 2016, [redacted] booked roundtrip flights from [redacted]. Travel was scheduled from April 12, 2016, through April 18, 2016, on [redacted]. We understand from [redacted] complaint that her flights were affected by a series of schedule changes and she contacted Hotwire to address the issue several times. [redacted] expressed her dissatisfaction with the level of customer service that she received from Hotwire. Please know that we have taken note of [redacted] comments and have taken them into consideration in our continuous effort to provide better service to our clients.It appears that each time we addressed the changes to the flights; [redacted] would initiate another change. After going back and forth between [redacted] and Hotwire, [redacted] decided to cancel her flights and receive a refund. Per the internal system that Hotwire uses to communicate with airlines, the flights were canceled and a refund processed by Hotwire on February 29, 2016; however, on April 7, 2016, we discovered that the tickets were not in refund status. At this time, if we were to follow up with [redacted] and coordinate a refund through them, the customer could wait up to 60 days before receiving a refund. Although China Eastern is the merchant of record, (the company who charged the customer for the tickets and the party to issue any appropriate refunds) Hotwire feels that it is unreasonable that [redacted] should have to wait an additional 60 days. As such, we have issued a refund of $999.12, to the original form of payment.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 6, 2015/07/30) */
July 30, 2015
[redacted]
XXXXX [redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Better...

Business Bureau, regarding your booking with the Holiday Inn Express [redacted] in [redacted] California, on July 16, 2015. We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your party. As such you are reimbursement for a portion of this stay. We regret any inconvenience this [redacted] have caused you.
We strive to exceed our customers' expectations, and we regret to learn that your customer service experience was anything less than excellent.
Hotwire clearly messages on our site that all rooms booked will accommodate the number of people entered. Upon researching your reservation, we did find it was made for two rooms and four adults. However, on our website the number of guests booked is for the total amount of travelers, not per room. For example, this reservation had two rooms that needed to accommodate four adults in all; this is seen as two people per room, and can be accommodated by a king bed in each. A reservation for four people per room would need to be listed as two rooms with eight adults to have appropriate sleeping arrangements. Our hotel partners will do their best to honor any specific requests. They [redacted] charge an additional fee to change your room or bed type. Hot Rate(r) Hotels are considered "run-of-house", and the hotel will place your party in a suitable room based on its availability. We cannot guarantee bed sizes or types, even after contacting the hotel and making your preference known.
Based on the above we will not be providing compensation as requested. We appreciate your business and look forward to assisting with your future travel needs.
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, 9, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your reply is contradicting itself.
In the first part of your response, you wrote:
"We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your party. As such you are reimbursement for a portion of this stay. We regret any inconvenience this [redacted] have caused you."
So you are saying you are reimbursing me "a portion of this stay" right?
In the latter part of your reply, you wrote:
"Based on the above we will not be providing compensation as requested."
So which is it? And to clarify, you keep repeating the number of people booked, I have told your Customer Care Representatives multiple times that I had called within minutes of receiving the confirmation email stating the wrong number of guests, and I was told that a note would be left with the reservations stating a specific bed type requested, the manager at the Holiday Inn Express even told if someone from Hotwire would've called or contacted them they go out of their way to accomodate the requests, and he also said that earlier during that day, rooms with 2 beds were available.
Also, having to repeat myself mutliple times to repeat my issue to different agents even after I told the 2nd one to please type in my issue so in the event I get disconnected I would not have to repeat everything all over again, but that was not done. Also asking for a callback number "in case we get disconnected" but not calling back is just bad customer service.
After I finally spoke to a supervisor, he had the gall to tell me that I had not called at all that night (I have phone records to show I did) and that there was nothing in their system.
I would like a clear answer whether or not I am getting reimbursed.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/08/06) */
August 6, 2015
[redacted]
XXXXX [redacted]
Re: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your hotel reservation at the Holiday Inn Express [redacted], for check-in July 16, 2015 and check-out July 17, 2015. We understand that you need clarification if we will be providing any partial refunds due to your situation.
Hotwire clearly messages, on our site, that all rooms booked will accommodate the number of guests booked. Your reservation was booked for two rooms and four adults.
We obtain 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 and for this reason are unable to refund Hot Rate hotels.
Based on the above information, the hotel provided you with a room that was able to accommodate the number of guests booked. Therefore, we are unable to honor your request for a partial refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly, you do not seem to care to read about the situation I have explained in the previous communication, much like how your customer service representatives lack decorum when I first corresponded while in [redacted],**. You stick to your so-called policy and pretend you listen to your customers with their complaints. Sadly, your customer service does not provide any service at all except leave your customers furious from the long wait to dropped calls, no call back, no one taking/writing down on their (hotwire's) computer whatever it is the customer is complaining on (so the customer has to repeat over and over again to follow-up on his/her complaint) and when the customer escalates a complaint to the supervisor you put the blame on the customer ... why do you even bother having customer service?
Again, I am writing this: I immediately called customer service to consult on the discrepancy with my booking within minutes of receiving the confirmation email, as your site is not clear on the number of guests (whether per room or total). All the hotels I booked with, it's the number of occupants PER ROOM. The customer service at that time advised that he will put a note on my reservation to have 2 beds per room. Take note that the reservations are for MONTEREY & SOLVANG, not [redacted] alone. Read this paragraph again (and again) before you reply. I will be patient asserting my right as a consumer/customer.
I am not trying to deny there was an error in the number of people booked due to the non- standard way you ask for the number of guests. THAT is why I called, and because when I spoke to the supervisor he actually saw that I had called after I had booked, amazingly you had that in my file. So at least one customer care representative actually typed in something on your computer system.
The issue here is the lack of customer service, a simple "please call the hotel to confirm the bed type." Would've been better than "I will leave a note with your reservations specifying two beds per room." And not doing it.
Also having a Hotwire customer care agent tell me when I called when we arrived at the Holiday Inn Express [redacted] .
Agent: " Did you accept the rooms with the single beds."
Me: "Yes."
Agent: " Well you shouldn't have accepted those rooms."
Me:"And where are we supposed to sleep tonight?"
Agent: "...."
Me: " You're telling me to refuse the rooms I already paid for and is NOT refundable by Hotwire?"
Agent:"....."
Then hangs up on me and does not call back. Is that what you call customer service? To try and cram 8 adults into 2 rooms with a single bed each??
I could've asked for a full refund, but I am taking 50% of the blame to have trusted your company to do what it said it would do, so I am asking for partial refund.

April 7, 2016[redacted].[redacted]In response to Revdex.com case number [redacted], Customer's email [redacted]Dear [redacted],Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hotwire reservation. I understand...

your dissatisfaction stems from being charged for a reservation that you did not receive. As such, you are requesting a refund.I attempted to locate the information referenced using your first and last name and email. I was unable to pull up an account and so I am unable to confirm any reservation you are referring to. Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification: - First and last name of the primary guest- First and last name of the account holder- Phone number associated with the account- Zip code associated with the accountOnce we receive this information, we will be able to search further and provide you with a response to your inquiry. We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office

March 21, 2016[redacted]Gastonia, NC [redacted]In response to Revdex.com case number [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(r) car reservation with...

[redacted]. I understand you are dissatisfied with your recent reservation as you were billed twice for the taxes. As such, you are requesting refund for the taxes we collected from you.The total cost for our Hot Rate car rentals includes the indicated rental rate multiplied by the number of days in the reservation, plus an additional amount for the tax recovery charges and our service fees. We are not the vendor collecting and remitting said tax to the applicable tax authorities for the tax recovery charges. The rental agency bills all applicable taxes to us and we remit such tax directly to the vendor. Taxability and the appropriate tax rate vary greatly by location. As such, our actual tax cost paid to the agency may vary from the tax recovery charge we assess to the customer; depending upon the rates, taxability, etc. in effect at the time of the actual use of the rental car.Allow me to assure you your case is not typical as to what our customers can expect in booking with Hotwire.Upon investigation, I confirmed we have approved to refund the charges made by [redacted], in the amount of $69.95. We sent an email asking for necessary details to process the refund via wire transfer or through check. Rest assured once we receive the needed information, refund will be processed as promised.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 RelationsHotwire Corporate Office

Please see attached email sent to business regarding refund(provided by consumer).
 
Please find attached the email from Hotwire/Expedia confirming the cancellation of the ticket and processing of the refund that was never received as credit. 
 
Thank you, 
[redacted]

Complaint: [redacted]I am rejecting this response because:
Hotwire's response was not satisfactory.  The company knows exactly what it is doing by advertising extremely low rates to draw people in, when in reality the daily rates are ten times higher than advertised. This is not an oversight, but a intentionally misleading bait and switch practice that is so common among third party sites like Hotwire that it has been extensively written about online.  There are numerous message boards, news articles, etc. about these kinds of car rental/insurance scams in Mexico. 
This practice between Hotwire, insurance company, and rental company has been in practice in various forms for years: 
[redacted]
 If only we had known about this deceptive practice beforehand, we would have chosen an alternate means of transportation. The wording on Hotwire, and the insurance is very misleading and vague, particularly when they know exactly the kind of insurance consumers to this particular country and vendor actually need.
Hotwire has not taken responsibility for the unfair and misleading rates listed on their site.  Nor have they taken responsibility for partnering with a car rental company that misrepresented insurance requirements and forced us to purchase unnecessary and expensive insurance.This is a classic bait and switch.  They hooked us in with an advertised rate (which included a representation of what the insurance would cost) and even recommended we purchase this particular insurance policy and then when we were not in a position to bargain or shop around, the rate skyrocketed.  The rate listed on Hotwire was $1.44 dollars per day with a Hotwire-recommended insurance policy at $72.  We were led to believe that the entire cost would be $84, but when we arrived in a foreign country with luggage and two tired small children in tow, not exactly in a position to shop around, we were told that our insurance recommended by Hotwire was useless.  We were then coerced into purchasing a much more expensive insurance plan (which we later learned was not actually necessary to rent a car).  This unexpected, unnecessary, and expensive insurance plan was $257-84= $173 more expensive than what was represented on Hotwire site.   As compensation, we are seeking the difference between what we paid, and what we were quoted on the Hotwire site, which is $173.00.
Thank you for your help,
Sincerely,Allison Blake

Complaint: [redacted]I am rejecting this response because:
It appears that Hotwire's response is yet another attempt to blatantly deceive. Let me show why this is the case. Hotwire's response stated:
 
"Our crossed out savings are based on the 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. To clarify, if we were to compile a list of the retail rates we found for all the 4 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention."
 
I believe this is a fundamentally untrue statement of the way Hotwire shows its prices. I have used Hotwire quite a few times and there are often multiple places listed with the SAME star rating but with different "crossed out" rates. To double check, I just went to Hotwire and pulled up the same location that I booked and I randomly selected a date this week. Interestingly, the Hot Rates show 2 different 2.5 star hotels and both are in the 0.2-2.5 mile radius of the destination I stated. One shows a "crossed out" rate of $98 (with a Hot Rate of $53) and one shows a crossed out rate of $119 with a Hot Rate of $74. According to the Hotwire statement above, these should both be showing the same median rate, and yet mysteriously they are not. Further, Hotwire emphasizes the saving by attaching a statement showing "46% off" for one of them and a different saving for the other. In other words, Hotwire appears not to be telling the truth in its response when it suggests that the crossed out rate is simply a median for that level of star classification and not a suggestion that this is the saving on that particular hotel.
I further question Hotwire's statement that  "I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention" -- when the site shows a crossed out rate of say $100 and a HotRate of say $75 and a stated "25% off" ... it's pretty clear that the implication is that the customer is saving 25% by going with this rate. To suggest it is not Hotwire's intent to cause customers to believe this, is completely disingenuous.
 
 
 
 
 
 
 
Sincerely,[redacted]

April 20, 2016
 
[redacted]
 
In response to Revdex.com case number [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 [redacted] Hotel. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requested a refund.
Our records indicate your booking was a Hotwire Hot Rate® reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
As for the advertised rate of savings associated with Hot Rate® bookings, our crossed-out savings are based on the 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. To further clarify, Hotwire compiles a list of the retail rates we have found for all similar 3.5 star hotels in the vicinity chosen for the booking dates requested. Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median. Our website contains the following disclaimer explaining how our savings are calculated for Hot Rate ® bookings:
 
“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.”
 
Upon review, I confirmed that your reservation was rebooked by one of our travel specialists as an exception to your non-refundable reservation. As such, a refund of your original reservation was honored. Refunds typically take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
We appreciate your business and look forward to assisting you further.
 
Best Regards,
 
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Complaint: [redacted]I am rejecting this response because:After speaking with Tuesday and Rose in customer service, neither ever mentioned price guarantee..  Infact, I was told it would be 48 hours before a manger could even call me back in regards to my dissatisfaction.  Worst customer service ever.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
December 2, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal California
Complaint Department
Re: Hotwire.com Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire.com...

regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting Ms. [redacted] please provide an itinerary number and the email address associated to the customer's account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

[redacted]
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Springfield, Missouri.
 
I regret you remain dissatisfied with the handling of your Hot Rate hotel reservation. Specifically, your dissatisfaction stems on the condition of your room. As such, you are requesting a cancellation and refund of your reservation.
 
I understand that the hotel Extended Stay America - Springfield – South discussed a refund for your 2 nights stay. I was able to contact Extended Stay America – Springfield – South, spoke with the front office [redacted] and verified the hotel just processed refund to Hotwire last April 3, 2018.
 
We submitted the refund request today in the amount of $136.82. Hotwire processes refunds in 1-2 business days back to the original card used for the booking. It then typically takes a bank or credit card company 5-7 days to return these funds to your account. If you have questions about the timing of the refund, we recommend you contact your bank or credit card Company directly for more specifics.
 
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.
Sincerely,
[redacted]
Customer Care Relations
Hotwire Corporate OfficeTell us why here...

Initial Business Response /* (1000, 5, 2015/08/22) */
August 22, 2015
[redacted]
[redacted] Road Apt **
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with Hertz on August 13, 2015 in Raleigh/Durham, North Carolina. We understand that you attempted to purchase the Allianz Global Assistance insurance for your vehicle rental, but the policy was not put in force. We regret any frustration caused by this situation.
Hotwire strives for clarity in the booking process. We offer an optional insurance policy through a third party provider for the convenience of our customers. Not all rentals require the additional coverage; we anticipate our customers will best know what their insurance needs are.
If you choose to buy insurance, the insurance charges (from Allianz Global Assistance) are typically billed at the time of purchase. This is disclosed on the website, when you select the radio button that adds the insurance. This auto generates a message stating what the charges will be and to advise you the policy will arrive via email.
Hotwire does not administer the insurance policies offered on the site. We send the auto generated message so you [redacted] contact Allianz Global Assistance if there are any questions about your policy. If the insurance company did not collect funds for the policy, they would not put it into force. Allianz Global Assistance also has a website to purchase policies.
Hotwire cannot provide any information about the policy and why it [redacted] have been rejected. Questions about why Allianz Global Assistance did not write the policy are best addressed to that agency. They can be reached at XXX-XXX-XXXX. One of their licensed insurance specialists would be able to better address your particular situation.
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, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is not acknowledging wrong doing. If I press a button on your website it is your companies responsibility if I don't get my product. This company is passing [redacted] blame to the other company. The service was offered by hotwire so it is hotwires fault if I don't get what I purchased. I will be writing complaints on every website I find for this company. I ask all consumers beware of companies that dont take responsibility when wrong. The discount is not worth your license being taken for driving without insurance. Thank you
Final Business Response /* (4000, 9, 2015/08/27) */
August 27, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz on August 13, 2015 in Raleigh/Durham, North Carolina. We understand that your purchase of the Allianz Global Assurance policy was not completed, and you are unsure why it was not accepted. We regret any confusion in the booking of the reservation.
At the time of booking, Hotwire offers for your convenience the opportunity to purchase a third party insurance policy. We explain this policy is:
Offered by Allianz Global Assistance. Plans underwritten by Jefferson Insurance Company or BCS Insurance Company depending on insured's state of residence. AGA Service Company is the licensed producer and administrator of this plan. Terms, conditions and exclusions apply, learn more.
Hotwire does not collect the payment for this policy, underwrite the policy or approve the policy. We do not know if you will qualify for an insurance policy.
When you choose to purchase the policy, you are contacted via automated message by Alliance Global Assurance, and given details about the insurance. It is my understanding in this case the insurance policy was not written. You will need to contact Alliance Global Assurance at X-XXX-XXX-XXXX to speak with an insurance agent to discuss why the policy was not issued.
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, 2016/02/25) */
February 25, 2016
[redacted] Dr
[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 reservation with Americas Best Value Inn Rockingham. I understand you are dissatisfied with your recent hotel booking because the hotel you received was not listed as one of the options provided before completing the reservation. As such, you requested either a refund or a better hotel.
At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our HotRates (r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation
And upon selecting a HotRate (r) option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. Regardless of the hotel brand, we guarantee our customers a quality experience from our hotel suppliers, including a clean, comfortable room.
After reviewing your account, I confirmed one of our travel specialists has already rebooked your reservation to an alternate booking. As an exception to your non-refundable HotRate(r) hotel reservation, we have processed a refund in the amount of $85.35 on February 11, 2016. The refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use.
We appreciate your business and regret Hotwire experience was less than exceptional
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, Hotwire did rebook another reservation at a better quality hotel first, before refunding my money. Hotwire claimed that they provided me with a hot low rate deal, which I discovered was a lie. I contacted the lower quality hotel personal to determined there rates. The hotel would have charged me the same price that Hotwire charged me if I had booked the room directly through the hotel. I did not appreciate Hotwire customer services (supervisors) hanging up the phone on me three times when I called to resolve this issue.
Although this matter was resolved, I still concluded that Hotwire practices are shaky and shady. I feel that they need be watched closely or perhaps proceeding should begin with shutting Hotwire down.
Thanks,
[redacted]

Complaint: [redacted]I am rejecting this response because: the company has refused to honor the 'deal' as advertised.  As you can see on the attachment, they bold and highlight the fact that you will receive a brand-name hotel when booking the 'deal'.  Once booking the 'deal', they put their customer in a hotel that has exactly one location on the entire planet, which doesn't come close to meeting the definition of brand-name.  This is false advertising, using a bait and switch tactic, that misleads the consumer.  This 'deal' is unethical at best, and Hotwire refuses to do the right thing, and honor the deal as advertised, by locating the customer in a name-brand hotel as highlighted in the attachment.Sincerely,[redacted]