Hotwire

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

March 14, 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 Hertz. As indicated in your letter, you are dissatisfied for not being able to receive a refund for this reservation that you didn’t use as the agency had no cars available at the time of your pick-up.
 
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.
 
Upon review, we communicated with Hertz on January 26, 2017 and spoke to Ramona. She informed us that your reservation was used. They confirmed a personal card information was swiped in their system for their deposit requirement.
 
If you feel that this information is incorrect, I strongly recommend you take this up directly with the property to confirm with them.
 
Based on the information we have, we are 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, 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.

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

Initial Business Response /* (1000, 5, 2015/06/23) */
[redacted]
[redacted] S [redacted] Street
[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 the New York's Hotel Pennsylvania. We understand that you were unhappy with your stay, as the room did not meet your expectations for a Manhattan 2.5-star hotel. As such you are seeking a full refund for your stay. We regret any discomfort or concern this [redacted] have caused.
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. Our records show that you contacted Hotwire with your concerns on the day of check-in, June 13, 2015. We contacted the hotel on your behalf and the agreed to move you to a new room, which you accepted. You contacted us on June 14, 2015, seeking a full refund for your stay, as the second room assigned to you had a leaky faucet, stained carpet, mildew on the air conditioning unit and the beds were not made. As no opportunity was provided at the time you were assigned the second room, our options to assist you are limited.
We have added 25 HotDollars to your account as compensation for this issue. 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, 2016. You will also receive an email with more information about the HotDollars. As the reservation was used, and payment made to the hotel, we are not able to honor your request for a refund of this reservation.
Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We strive to exceed our customers' expectations, and we regret to learn 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, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted] stated in her letter, "As no opportunity was provided at the time you were assigned the second room, our options to assist you are limited."
The reason I could not dispute the second room was because I was late for a wedding. I was late for the wedding because I had to wait AN HOUR AND A HALF in the lobby for my room. I had to wait an hour and a half in the lobby because HOTWIRE DID NOT SEND THE HOTEL PENNSYLVANIA MY RESERVATION. I had to call Hotwire 2 separate times to have them fax the reservation so that I could actually get into a room. The Hotel Pennsylvania could not give me a room until they received the reservation confirmation from Hotwire. It look Hotwire an hour and a half to respond to the reservation confirmation request.
Upon arriving in the second room, I did not have time to call and dispute it, again. I had to leave. I did not return to the room until after midnight when I saw the beds were still unmade, and the faucet was actively leaking very loudly. I just wanted to go to sleep, and wake up and get out of that hotel as soon as possible.
Ms. [redacted] also stated that "Regardless of star rating, we guarantee customers a clean and comfortable stay." This guarantee was not met. Hotwire did not do their job. At this point, there should not even be a dispute. I should be awarded a refund because, again, Hotwire did not do their job.
After my stay, I also experienced the worst possible customer service from a manager named [redacted]. [redacted] was rude, talked over me, interrupted me, refused to answer my questions, was incompetent about the questions he should have been able to answer, and almost hung up on me (without listening to me or letting me speak, [redacted] continued to talk over me and ended his statement with a very rude 'have a nice day.') I had to tell [redacted], "do not hang up on me."
Ms. [redacted] says "Hotwire takes customer feedback very seriously...we strive to exceed our customers' expectations." My feedback was NOT taken seriously by [redacted]. My complaints and concerns about mold and mildew in the rooms were not taken seriously and questioned by [redacted].
For these reasons, I am not satisfied with the 25 HotDollars solution Hotwire has offered. I will never use Hotwire again and these HotDollars mean nothing to me. I will reach a middle ground (as suggested by Revdex.com) and request a refund for 70% of the amount of the room for $100.
I look forward to hearing back from you soon.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/07/06) */
July 6, 2015
[redacted]
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Mrs. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation at the New York's Hotel Pennsylvania. Specifically you are stating that the second room you received was in disrepair. As such, you are requesting that we provide you with compensation totaling $100.00. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
You state that the hotel moved you to a new room when you expressed concerns regarding the cleanliness and state of repair of the original room received. After checking into the second room no concerns were brought to our attention until after your reservation was completed. Due to the concerns expressed after the reservation was completed we have reached out to the hotel to see if any of them were brought to their attention. The front desk agent looked into your account and has advised us that no complaints over the second room were received.
As no complaints were brought to the hotels attention, and the reservation was used, we chose to provide you with compensation in the form of 25 Hot Dollars. These Hot Dollars can be used for any Hot Rate Hotel or Hot Rate Car booked on the Hotwire.com website and will expire on June 22, 2016.
Due to our previous correspondence and the information provided above we will not be providing you with any additional compensation. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will accept this resolution, but caution other bookers of Hot Wire's policy, to obtain this refund I have spent well over 10 hours dealing with HotWire's customer service departments, and escalating to the Revdex.com, thank you Hot Wire for honouring your policy after many hoops were jumped. 
Sincerely, [redacted]

October 4, 2016
[redacted]
[redacted]
[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 Hot Rate® Hotel reservation with Holiday Inn Express San Diego SeaWorld Beach Area. I regret you remain dissatisfied with our response.
 
We apologize for the initial response as we have confirmed that the refund will be processed via check. Please expect a check will be mailed to the address we have on file.
 
Again, our apologies for the inconvenience this has caused you.
 
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. 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 Business Response /* (1000, 5, 2015/10/15) */
October 15, 2015
[redacted] N [redacted] Lane
[redacted] XXXXX

In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your correspondence with Hotwire and the Better...

Business Bureau regarding a past hotel reservation in Tifton, Georgia. You are dissatisfied because during the booking process you selected a hotel with a pool amenity and upon arrival found that the Days Inn no longer has a pool.
I regret that your Hotwire customer experience was not what you expected.
As per 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. At Hotwire, we strive for clarity on our Web site. If the amenity is listed, we guarantee it is found at the hotel. However, as stated in the Hotel Booking Rules and Restrictions, we are unable to guarantee the amenities will be in service at the time of your stay. Some amenities [redacted] be seasonal or unavailable due to renovations. Because customers are charged for their reservations at the time of booking and are non-refundable, we are sure to point out booking details such as reservation dates, airport location(s) along the booking path. On the final billing page, within the Booking Rules and Restrictions section, which outlines the Hotwire Terms of Use, we mentioned the reservation was final and non-refundable.
I confirmed you utilized the reservation in full. Based on this we are unable to offer any additional compensation to your account as you have been credited the amount of $13.00 Hot Dollars valid for one year and this is to be used for future Hotwire bookings which represents 25% of the total cost of your reservation. For future travels, you can review our Hotel tab which allows the option to see hotel names prior to booking. This will give you the option to call the hotel prior to booking to find out more details about their amenity offerings.
Sincerely yours,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is terrible customer service. We drove 13 hours with 2 toddlers hanging on the hope of swimming and getting energy out in the pool. I should be able to count on your website
Saying there is a pool. I want a
Full refund.
Final Business Response /* (4000, 9, 2015/11/02) */
November 2, 2015
[redacted] N [redacted] Lane
[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 Days Inn Tifton GA. I understand you are dissatisfied with your recent hotel booking because the pool was not available during your stay. As such you requested a full refund in the amount of $52.31.
At Hotwire, we strive clarity on our website, the search results show the amenities offered by each property. Customers are able to choose the place they want to stay based on amenities that best suit their needs, such as pools or indoor pools. If the amenity is listed, we guarantee it is found at the hotel. However, as stated in the Hotel Booking Rules and Restrictions, we are unable to guarantee the amenities will be in service at the time of your stay. Some amenities [redacted] be seasonal or unavailable due to renovations.
After reviewing your account, I confirmed that on September 26, 2015, you contacted us to raise your concern. Our customer service representative contacted the hotel and verified pool was not available. We recognize this situation is less than ideal and do our best to work with a satisfactory resolution for all involved. As such, we offered either to refund and rebook your reservation or keep it and receive 25% credit from the total of your reservation. However, these offers were declined as you wanted to keep the reservation and get a refund. I also verified with [redacted] from the hotel that your room was fully utilized.
Based on the information above, I am unable to honor your request for refund. On September 26, 2015, we applied 13 Hotdollars to your account under [redacted]@yahoo.com for the inconvenience which is the 25% of your total Hotwire charge. You can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels, hotels and Hot Rate(r) Cars.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Final Consumer Response /* (4200, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with your response.

Initial Business Response /* (1000, 5, 2015/11/23) */
November 23, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire Powered by...

Expedia, Inc. 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.
Hotwire Powered by Expedia, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number XXXXXXXX) regarding booking issues. We understand Mr. [redacted] is writing concerning pending authorizations on failed booking attempts. On November 23, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
In reviewing Mr. [redacted]' complaint we understand he was experiencing site issues when trying to book a package reservation on our Hotwire.com site. We regret the inconvenience this matter caused. We also understand the failed transactions produced at least one pending authorization at his bank.
When customers attempt to make online purchases, the vendor's accounting system will electronically contact their bank or credit card companies' system to validate the account is active. At that time, the bank or card company will often put a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase. When a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days.
Although it [redacted] appear that our company has withdrawn the funds, this is not the case. They are merely on hold by the customer's financial institution. The customer can call in and request that we contact their bank or card company, verify the transaction did not complete, and request the hold be immediately released. However we can only make the request. It is customer's banking or Card Company that will make the decision as to how soon they will release the hold.
With regards to the question of why we could not proceed to book an itinerary for him and apply those funds that were on hold, unfortunately as the hold is a banking function and our company has not debited any actual funds, we have no way to apply the pending funds to a new itinerary.
Hotwire regrets the service Mr. [redacted] received was less than satisfactory. Comments such as his are read by numerous people within Hotwire and help shape our policies and practices. It is never our intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure Mr. [redacted] that his business is important to us.
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

Hotwire tells customers to go to the website of the hotel to determine if it is necessary to request a non smoking room after receiving booking confirmation. The [redacted] plus that we booked stated it is a "smoke free property " under its amenities on their website. Because of that we assumed...

all rooms were non smoking.

April 11, 2017
 
[redacted], IN [redacted]
 
In response to Revdex.com Complaint ID [redacted], customer e-mail address [redacted]@gmail.com
 
Dear [redacted]
 
I am writing in response to your inquiry to Hotwire and the Revdex.com regarding...

a hotel reservation. I understand you are dissatisfied with the hotel you received. As such you requested a refund.
 
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information:
 
- First and last name of the Primary guest.
- Email address used to complete the reservation.
- 10-digit Hotwire Itinerary Number.
 
Once we receive this information, we will be more than happy to research further. 
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 6, 2016/01/27) */
January 27, 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 Howard Johnson & Conference Center in Fullerton, CA. I understand you do not agree with the hotel's star rating due to reviews available online. As such, you are requesting for refund.
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. 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.
Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. Howard Johnson brand hotels are currently classified as most commonly being found as 2.5-stars and 3.0-stars in our Star Ratings Guide. However, this does not guarantee every Howard Johnson hotel on Hotwire will be a 2.5 or 3.0-star since we rate our properties individually. Our Star Ratings Guide does not explicitly define any individual hotel's rating, merely the ratings most commonly found within a particular brand.
Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we want to provide our partners with the opportunity to rectify the situation. In the event the hotel will not be 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.
Based on the information above and per the Hotwire's Terms of Use which you accepted and agreed on when you made the booking, I am unable to honor your request for refund.
Our goal is to exceed your expectations and 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, 8, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I extremely dissatisfied with this response. There are pages and pages of the same exact complaints on the Revdex.com website and many have been refunded. I have a child with medical issues and cannot take him to a hotel that clearly has review after review citing pest problems. The industry leaders I cited to not rate this hotel the same. And Hotwire is contradicting itself by listing Howard Johnson as a 2.5 star hotel on their own website, this is misleading in and of itself. I kindly insist on a full refund as I do not wish to proceed and stay in accommodations for which I did not intend to purchase. See an exact similar complaint listed on 1/5/2016 (resolved).
Final Business Response /* (4000, 10, 2016/02/15) */
February 15, 2016
[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 Howard Johnson & Conference Center. I regret you remain dissatisfied with the handling of your situation. I understand you do not agree with the star rating of the property. As such, 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. Additionally, we gather reviews on a timely manner and with this, we are confident the star rating accurately reflects a specific hotel's overall service.
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 want to provide our partners with the opportunity to rectify the situation. In the event the hotel will not be 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.
We remain confident our business model is meeting the needs of our company's goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities.
Based on the information above, our decision to not 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
Final Consumer Response /* (4200, 12, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The companies unwillingness to satisfy a customer with a 100% valid complaint is baffling. Hotwire is not rendering the services I was promised in return for payment. As stated before the hotel itself nor the Hotwire website rate this Hotel a 3-star. I would like [redacted] to please have her direct supervisor contact me for further resolution. I do not wish to "trust" the hotel will be up to standard, when it is clearly not the standard I paid for/was promised. I am unhappy that Hotwire has refused to correct the issue and retain a customer by simply allowing for cancellation

February 14, 2017
 
[redacted] 
In response to Revdex.com Complaint ID [redacted]
 
Dear [redacted]
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation...

with Hyatt Place Denver Cherry Creek. I understand you are dissatisfied with your recent booking because you did not receive a suite room as you indicated the property was advertised as "All-Suites". As such, you are requesting a full refund.
 
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 clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs. If an amenity is listed, customer can expect it in the hotel.
 
Upon investigation, I confirmed the amenities we listed at the time of booking were: Free breakfast, Free parking, Free Internet, Pet friendly, Smoke-free rooms, Fitness center, Restaurant(s), Business center, Internet access, Accessible for visually impaired, Accessible for hearing impaired, Accessible path of travel, In-room accessibility, Wheelchair accessible, Accessible bathroom, Accessible parking, Roll-in shower.
 
As the amenity list does not indicate you booked an All-Suite hotel, we are unable to validate your claims.
 
In order for us to review further, you may send us a dated screenshot showing that you booked an All-Suite hotel.  You may send it as an email attachment to [redacted]. The review process may take seven to 10 business days and we will reach out once it is completed.
We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best Regards,[redacted]Customer Care RelationsHotwire Corporate Office

Complaint: [redacted]I am rejecting this response because I already had called customer service, after I thought it went through with the coupon.  She said it didn't go through,
and to do it again.  So I went through the whole thing again, and realized the coupon didn't go through. So I immediately called customer service, not asking for a refund,
but a credit or something, or a chance to fix it.  I will not be using your company ever again, if you fail to honor your moresummer $30 discount.  
Sincerely,[redacted]

May 6, 2017 [redacted]   In response to Revdex.com Complaint ID [redacted], Hotwire Itinerary [redacted]8   Dear [redacted]   I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with [redacted], Flagstaff. I regret you remain dissatisfied with the previous information we provided.   As previously mentioned, on the final billing page, we present a bulleted list of Hotel Rules and Restrictions. It includes the following:   “You'll pay the hotel directly for additional charges, like room service or resort fees.”   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 resort fees, 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.   At this point, we remain confident our business model is meeting the needs of our company’s goals. We do place great value on your feedback and will forward your comments for possible future improvements to the Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.   Our goal is to exceed your expectations and 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

July 22, 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 at the The [redacted] Hotel. I understand you indicated this was booked by a minor and would like to refund the reservation.
 
At Hotwire, we strive for clarity on our Web site. We have tailored our booking path to be informative every step of the way and relatively easy to use. First our customers are presented with their booking details and various policies regarding their hotel reservation. Next, customers are required to enter the primary guest’s name and billing information. Finally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the booking. If any of these steps are omitted, the booking cannot be completed.
 
In your situation, we honored an exception to refund your reservation with a proof of documentation. We requested a copy of the minor’s birth certificate and the parent’s/guadrian’s driver’s license. However, we have yet to receive this documentation.
 
Kindly send the requested information to [redacted] for review. Please be advised that the review process may take one to two business days to process and we will reach out once completed.
 
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
 
Best regards,
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

July 15, 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 reservation with Hertz. I regret you remain dissatisfied with the information we provided.
 
As we mentioned previously, we only served as the third party intermediary for the type of your reservation. Please be advised that the breakdown of the taxes and fees was an estimated amount provided by the rental agency.
 
In addition, we indicated in our terms and conditions what is excluded in the rate you booked through Hotwire:
 
                “Your rate today does not include taxes and fees; Rates exclude vehicle licensing recovery fee, airport facility use fee/customer facility charge, hotel concession fees, other cost recovery fees, governmental surcharges, taxes or other optional items such as child seats, luggage racks, refueling items, insurance, NeverLost or optional refueling, or one-way charges for which the renter may be responsible at time of pick-up. Excluded services cannot be prepaid; if accepted, must be paid locally at time of rental.”
 
If you have further questions, you may take it up directly to the rental agency.
 
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, 8, 2015/10/20) */
October 20, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@sbcglobal.net

Dear [redacted],
I am writing in response to your inquiry to Hotwire and...

the Revdex.com regarding a hotel reservation. I understand you are dissatisfied with your recent Hotwire booking. Your dissatisfaction stems from the 3 star rating we provided. Hence, you want a refund.
I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Email address used to complete this reservation
- 10-digit Hotwire Itinerary Number.
Once we receive this information, we will be able to search further.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
[redacted]
XXXXX [redacted] Drive [redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Itinerary Number: XXXXXXXXXX
Dear Mr. [redacted]:
Thank you for the opportunity to address your concerns sent through the...

Revdex.com regarding your hotel reservation with The View Inn & Suites from June 2, 2015. You are requesting a refund for this booking due to it being too far away from the airport. We regret any frustration that this [redacted] have caused.
Here at Hotwire we strive for clarity on our website. When making a booking we provide a map of the area and inform you that the hotel could be anywhere within the shaded area. That is part of how Hotwire is able to offer the great deals we do. Another reason is that once a booking has been completed, we guarantee with our suppliers that the booking will be used as is, which is why they are non-changeable, non-transferable, nonrefundable.
After reviewing your booking, we see that it is in the shaded map area that was selected when the booking was made. With your hotel being in the correct shaded map area, we are not going to make any changes to this booking.
Due to the previous information, we will not be able to honor your request for a refund.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Hotwire response is not acceptable. The claimed shaded area in the map is too wide. The airport is at one end while the hotel is on the other end; In addition there are around 10 hotels withing 2 miles from Airport.
Once again; the info on Hotwire websie is misleading.
In addition, charging customers for services that they did not use is a form of fraud. I hope hotwire can prove that I received any services in return for the money that hotwire charged me. I am requesting a prove that I received any services from Hotwire in return for $469.58.
Thank you
Final Business Response /* (4000, 9, 2015/06/28) */
[redacted]
XXXXX [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 reservation at The View Inn & Suites. Specifically you are stating that our mapped zones are too large and that you need a refund for the hotel because you did not use the reservation. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
As previously advised, our Hot Rate hotels are advertised to be within a highlighted zone on the provided map. We have looked into the location of The View Inn & Suites and have confirmed that it is within the advertised area.
You are claiming that because you did not stay at this hotel no services were rendered; however, when you book a Hot Rate one of the ways we are able to offer you such great deals is by advising our hotel suppliers that once a reservation is made we guarantee it will be used as booked. While it is possible that you did not use this reservation, it was still available to you and Hotwire provided payment to the property.
Due to our previous correspondence and the information provided above we will not be providing you with your requested refund. 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
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hereby requesting Hotwire to provide written proof that I received any services from the said hotel in return for the money that Hotwire charged me. I do NOT accept Hotwire policy. I am requesting a written document from the said hotel that indicate whether I checked in or not at the hotel. It is not acceptable to charge customers money for no services.
Thank you
[redacted]

April 11, 2017
 
[redacted], CA [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 Alamo Rent a Car. I understand you are dissatisfied with your car booking as you feel that it was booked with the wrong dates due to a Web Site error. As such, you are requesting a refund.
 
Our records indicate that you booked Hot Rate® car reservation. In Hot Rate® car bookings, the pick-up location, car size, and the price of the car are revealed to the customer, but the specific rental agency is not revealed until after the booking is completed. Through this method, Hotwire is able to offer deeply discounted rates to our customers. However, in exchange we guarantee to the car rental companies with which we do business that the reservations will be used as booked. As such, Hot Rate® car bookings are final and cannot be cancelled, refunded, changed, exchanged, or transferred.
 
At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as reservation dates, times, location(s), and total amount of reservation along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details.
 
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.
 
Despite Hotwire’s policy, a rebook exception was honored by one of our Travel Specialist. However, you declined this option. Based on the information above, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards,[redacted]Customer Care RelationsHotwire Corporate Office