Hotwire

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.

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.

Initial Business Response /* (1000, 5, 2015/10/30) */
October 30, 2015
[redacted] East [redacted] Street
[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 Town and Country Resort & Convention Center in San Diego, California. I understand you are dissatisfied with your recent hotel reservation, specifically with the 3.5 star rating of the property and the negative reviews you read online. Thus, you are requesting a 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.
Based on your concerns, I read reviews on numerous sites and while I did find some reviews citing concerns; I found the most recent reviews on different sites were very favorable citing the hotel's cleanliness, great location and helpful staff. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. We want to give our partners the opportunity to provide all guests with a satisfactory stay.
Based on the above information, I am unable to process your request for a full refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unsure how you can say that you want your customers to be able to trust the Hotwire brand, when you cannot stand behind the quality of your bookings.
I paid for a 3.5 star review booking, I never used the booking because of the absolutely horrendous reviews listed about the hotel. Now you claim to have read some recent better reviews and are basic your denial of my refund for that reason? I'm unsure of how that makes any business sense. I figured a company like Hotwire would place customer satisfaction above all else. In essesence, Hotwire stole my money and is telling me too bad, some of the reviews are better now, better luck next time.
Again, the Hotwire's business sense is comical. You can rest assured that Hotwire will NEVER be used again by my friends or family. Expect a letter to be written to your CEO regarding your lack of concern for customer care. Your response is just as terrible as the terrible customer care I have received from Hotwire from the moment I booked this room.
Final Business Response /* (4000, 9, 2015/11/19) */
November 19, 2015
[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 reservation with Town and Country Resort & Convention Center. I regret you remain dissatisfied with our decision after we read the reviews online.
We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. 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.
At Hotwire, 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 for further review.
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, 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

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

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[redacted]
XX 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 Better...

Business Bureau, regarding your hotel reservation with the Bauer Hotel for July 6, 2015. We understand that you were walked from the Bauer Hotel to the Bauer Casa Nova, which was across the street, and want an adjustment to your bill. We regret any frustration this [redacted] have caused.
After reviewing your reservation, we confirmed you booked a Hot Rate hotel. 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 for the reservation.
After some research, we found out that both of these are the same property.
Based upon the previous information, we will not be honoring your request for a 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, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per emails I received The research that was made was calling a representative [redacted] from the hotel who told them that it's the same hotel, I offered to provide them (Hotwire) with an audio conversation of Lucas mother representative from Hotel Bauer, where he states that Hotwire didn't book hotel Bauer but Bauer Casa nova. Yes it was a Hot rate hotel but that doesn't mean that they can do bait And switch , when the booking sold isn't the one originally promised
Final Business Response /* (4000, 9, 2015/08/03) */
August 3, 2015
[redacted]
XX XX XXnd[redacted] XXXXX
RE: Revdex.com Case number: XXXXXXXX
Itinerary number: XXXXXXXXXX
Dear Ms. [redacted]:
Thank you again for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Bauer Hotel for July 6, 2015. We understand that you were assigned a room with the Bauer Casa Nova extension of the Bauer L'Hotel, and you are seeking compensation for this. We regret any concern this [redacted] have caused.
Per the hotel web site, they are the same hotel. The Bauer Casa Nova is an extension of the Bauers L'Hotel, and offers the same amenities. The hotel staff confirmed this information when contacted. At Hotwire, we do not select the room type you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodated.
As the Bauer Casa Nova and the Bauer L'Hotel are the same property, our decision remains, we are not able to offer you compensation for this.
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, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotel Casa de nova is not an extension of the Bauer hotel, unless by extension you mean you leave the Bauer hotel lobby walk around the block and enter another hotel, I have provided hot wire with pictures that prove this , and by their definition of extension, then the Hampton Inn is just an extension of the Waldorf since they are both owned by Hilton ( yes I know the Waldorf is no longer owned by Hilton just managed but you can see what I mean). I have also the audio recording of Lucas a representative from Hotel Bauer where he states that Hotwire booked for the Casa nova and not the Bauer hotel. I have offered this recording but Hotwire has not responded.

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]

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

Hello, 
 
Yes, finally we did receive it two days ago.
Thanks very much for your help.
 
Best,[redacted]

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

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

Initial Business Response /* (1000, 5, 2015/06/28) */
June 28, 2015
[redacted]
[redacted] Street
[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 Better...

Business Bureau, regarding your booking with the Extended Stay America - Detroit - Sterling Heights. We understand that you were unhappy with your stay, as it appeared the room had not been cleaned after the last guest. You state left the hotel, and you are now seeking a full refund for the reservation. We regret any discomfort or inconvenience this [redacted] have caused.
Our partners will do their best to make your stay as comfortable as possible. If there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs. Our records show your first contact was on June 13, 2015. Though we regret that you were unhappy with your stay, our options to assist you are limited by the fact that it was after the reservation was complete that you contacted Hotwire. We contacted the hotel, and were advised that there were no complaints registered by you with the front desk during your stay. Because contact was not made to us until after the reservation was used, please understand our options are limited. However, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations.
At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We guarantee payment to the hotel, whether the reservation is used or not. For this reason, reservations are booked as non-refundable and non-changeable.
In consideration of the above, we are not able to honor your request for a refund of this reservation.
We strive to exceed our customers' expectations, and 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, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotwire's records incorrectly state that my first contact with them was June 13, 2015. I called them immediately after walking into my reserved room and their Customer Service Representative stated that since I had already checked in, there was nothing that they could do.
I am asking for a full refund. Please advise me as to the company's final decision. This will determine if I decide to seek legal counsel to help rectify this issue.
Thank you!
Final Business Response /* (4000, 9, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate reservation at the Extended Stay America - Detroit - Sterling Heights. Specifically, you state that this hotel was not cleaned before you checked into it. As such, you are requesting that we provide you a full refund totaling $50.15. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
At Hotwire, we expect our customers will have a clean and safe stay. If there is a quality concern with the room after check in, 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, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) right away for further review. During our investigation we found that no complaint was submitted to the hotel and the first time you called Hotwire in reference to this reservation was on the 13th of June, 2015.
Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $50.15. We 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

[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...

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]

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

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: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]

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]

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

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: 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]