Hotwire

March 21, 2016[redacted]Gastonia, NC [redacted]In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]Dear [redacted], Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) car reservation with...

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

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

Business Bureau, regarding your booking with the Holiday Inn Express [redacted] in [redacted] California, on July 16, 2015. We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your party. As such you are reimbursement for a portion of this stay. We regret any inconvenience this [redacted] have caused you.
We strive to exceed our customers' expectations, and we regret to learn that your customer service experience was anything less than excellent.
Hotwire clearly messages on our site that all rooms booked will accommodate the number of people entered. Upon researching your reservation, we did find it was made for two rooms and four adults. However, on our website the number of guests booked is for the total amount of travelers, not per room. For example, this reservation had two rooms that needed to accommodate four adults in all; this is seen as two people per room, and can be accommodated by a king bed in each. A reservation for four people per room would need to be listed as two rooms with eight adults to have appropriate sleeping arrangements. Our hotel partners will do their best to honor any specific requests. They [redacted] charge an additional fee to change your room or bed type. Hot Rate(r) Hotels are considered "run-of-house", and the hotel will place your party in a suitable room based on its availability. We cannot guarantee bed sizes or types, even after contacting the hotel and making your preference known.
Based on the above we will not be providing compensation as requested. We appreciate your business and look forward to assisting with your future travel needs.
If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 9, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your reply is contradicting itself.
In the first part of your response, you wrote:
"We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your party. As such you are reimbursement for a portion of this stay. We regret any inconvenience this [redacted] have caused you."
So you are saying you are reimbursing me "a portion of this stay" right?
In the latter part of your reply, you wrote:
"Based on the above we will not be providing compensation as requested."
So which is it? And to clarify, you keep repeating the number of people booked, I have told your Customer Care Representatives multiple times that I had called within minutes of receiving the confirmation email stating the wrong number of guests, and I was told that a note would be left with the reservations stating a specific bed type requested, the manager at the Holiday Inn Express even told if someone from Hotwire would've called or contacted them they go out of their way to accomodate the requests, and he also said that earlier during that day, rooms with 2 beds were available.
Also, having to repeat myself mutliple times to repeat my issue to different agents even after I told the 2nd one to please type in my issue so in the event I get disconnected I would not have to repeat everything all over again, but that was not done. Also asking for a callback number "in case we get disconnected" but not calling back is just bad customer service.
After I finally spoke to a supervisor, he had the gall to tell me that I had not called at all that night (I have phone records to show I did) and that there was nothing in their system.
I would like a clear answer whether or not I am getting reimbursed.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/08/06) */
August 6, 2015
[redacted]
XXXXX [redacted]
Re: Revdex.com Case #: XXXXXXXX
Itinerary #: XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your hotel reservation at the Holiday Inn Express [redacted], for check-in July 16, 2015 and check-out July 17, 2015. We understand that you need clarification if we will be providing any partial refunds due to your situation.
Hotwire clearly messages, on our site, that all rooms booked will accommodate the number of guests booked. Your reservation was booked for two rooms and four adults.
We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate hotels.
Based on the above information, the hotel provided you with a room that was able to accommodate the number of guests booked. Therefore, we are unable to honor your request for a partial refund.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Sincerely,
[redacted]
Hotwire Corporate
Customer Relations
Final Consumer Response /* (4200, 13, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly, you do not seem to care to read about the situation I have explained in the previous communication, much like how your customer service representatives lack decorum when I first corresponded while in [redacted],**. You stick to your so-called policy and pretend you listen to your customers with their complaints. Sadly, your customer service does not provide any service at all except leave your customers furious from the long wait to dropped calls, no call back, no one taking/writing down on their (hotwire's) computer whatever it is the customer is complaining on (so the customer has to repeat over and over again to follow-up on his/her complaint) and when the customer escalates a complaint to the supervisor you put the blame on the customer ... why do you even bother having customer service?
Again, I am writing this: I immediately called customer service to consult on the discrepancy with my booking within minutes of receiving the confirmation email, as your site is not clear on the number of guests (whether per room or total). All the hotels I booked with, it's the number of occupants PER ROOM. The customer service at that time advised that he will put a note on my reservation to have 2 beds per room. Take note that the reservations are for MONTEREY & SOLVANG, not [redacted] alone. Read this paragraph again (and again) before you reply. I will be patient asserting my right as a consumer/customer.
I am not trying to deny there was an error in the number of people booked due to the non- standard way you ask for the number of guests. THAT is why I called, and because when I spoke to the supervisor he actually saw that I had called after I had booked, amazingly you had that in my file. So at least one customer care representative actually typed in something on your computer system.
The issue here is the lack of customer service, a simple "please call the hotel to confirm the bed type." Would've been better than "I will leave a note with your reservations specifying two beds per room." And not doing it.
Also having a Hotwire customer care agent tell me when I called when we arrived at the Holiday Inn Express [redacted] .
Agent: " Did you accept the rooms with the single beds."
Me: "Yes."
Agent: " Well you shouldn't have accepted those rooms."
Me:"And where are we supposed to sleep tonight?"
Agent: "...."
Me: " You're telling me to refuse the rooms I already paid for and is NOT refundable by Hotwire?"
Agent:"....."
Then hangs up on me and does not call back. Is that what you call customer service? To try and cram 8 adults into 2 rooms with a single bed each??
I could've asked for a full refund, but I am taking 50% of the blame to have trusted your company to do what it said it would do, so I am asking for partial refund.

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

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

April 20, 2016
 
[redacted]
 
In response to Revdex.com case number [redacted], Hotwire Itinerary [redacted]
 
Dear [redacted],
 
Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your...

reservation with [redacted] Hotel. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requested a refund.
Our records indicate your booking was a Hotwire Hot Rate® reservation. In Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completed. Through this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as booked. As such, Hot Rate ® reservations are non-cancellable and non-refundable.
 
As for the advertised rate of savings associated with Hot Rate® bookings, our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. To further clarify, Hotwire compiles a list of the retail rates we have found for all similar 3.5 star hotels in the vicinity chosen for the booking dates requested. Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the median. Our website contains the following disclaimer explaining how our savings are calculated for Hot Rate ® bookings:
 
“Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates.”
 
Upon review, I confirmed that your reservation was rebooked by one of our travel specialists as an exception to your non-refundable reservation. As such, a refund of your original reservation was honored. Refunds typically take one to two business days and is up to your financial institution as to when the funds will be available for use.
 
We appreciate your business and look forward to assisting you further.
 
Best Regards,
 
 
[redacted]
Customer Care Relations
Hotwire Corporate Office

Final Consumer Response /* (2000, 6, 2016/01/05) */
Someone resolved my issue, I would like to close my case, thank you!

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

Initial Business Response /* (1000, 5, 2015/11/22) */
November 22, 2015
[redacted]
[redacted] Ave Unit [redacted]
[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 Hertz Car Rental. I understand you are dissatisfied with your recent car booking because your request to cancel your reservation was declined as stated that the reservation was final. As such, you requested a refund.
We secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. Regardless of whether the reservation is used we are charged and for this reason, all Hot Rate(r) reservations are booked as non-changeable and non-refundable.
I understand that your plans [redacted] change and that is why we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Car Booking Rules and Regulations. Within those restrictions the following statement is provided:
"This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees."
Based on that information, I am unable to honor your refund request.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/08/20) */
August 20, 2015
[redacted]
XXXXX [redacted] Lane
[redacted] XXXXX
Re: Case # XXXXXXXX
Hotwire Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
We are writing in response to your additional correspondence...

with Hotwire and the Revdex.com regarding your reservation with Alamo on August 20, 2015 in Cleveland, Ohio. We understand that you received an advertisement showing the prices dropped after your booking, and you rebooked, but the wrong times were selected. As such, you are asking to cancel the incorrect reservation for a full refund. I regret any confusion encountered in the booking process.
When doing a booking with Hotwire, you are asked to provide the booking details for the reservation, including dates, times and pickup/drop off points. Hotwire asks that you review this information, when you provide the billing information. In order to complete the booking, you selected a box stating you read, understood and accepted the Terms of Use described above.
After review, we have determined we will make a one-time exception for this reservation. Hotwire has processed a refund of $72.52 on August 20, 2015. The funds have been returned to the Visa ending -[redacted] used at the time of booking. This process will be completed in one to two business days. For more information on when your financial institution will make these funds available, please contact them directly.
We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously.
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).
Best Regards,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund has been received, thank you.

April 21, 2016
[redacted]
[redacted]
[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 Hot Rate®...

hotel reservation with Red Roof Inn [redacted] – [redacted]. I understand you are dissatisfied with your recent booking as hotel does not have your reservation, which made you book to a different property at 2 o’clock in the morning.
At Hotwire, we guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotel. Please be assured we provided payment to this property for your booking.
After careful review, I confirmed one of our Travel Specialists assist you by calling the hotel, where we confirmed that even the reservation shows up they will not be able to accommodate you as they were already overbooked. Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved.
As stated in your complaint, you were able to book to a different property. Please send us a copy of the receipt for the alternate hotel stay as well as a copy of your credit card statement reflecting the two charges from Hotwire and the hotel. Please send it as an attachment to [redacted]. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the cost of your alternate stay. The review typically takes 7 to 10 business days upon receiving the documents.
I apologize for any treatment that was anything less than exceptional when speaking with our Travel Specialists. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
 
Best regards,
[redacted]
Customer Care RelationsHotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/03/15) */
March 14, 2016
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Expedia Case #: O-XXXXXX
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.
Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation. We understand [redacted] is requesting a refund. On March 9, 2016 we received the receipt of the Revdex.com complaint.
Our records reflect January 20, 2016; the customer self-booked a package reservation, using Hotwire.com. The hotel stay was at the Charparral Suites, check-in date January 24, 2016, check-out date January 27, 2016. The car rental with Hertz, pick-up date January 24, 2016, drop-off date January 27, 2016, located in Phoenix, Arizona. The customer is stating due to the winter weather they tried to contact Hotwire to cancel their package, however was not able to speak to anyone. The customer is stating they were finally able to contact Hotwire two weeks later, and was advised they would be refunded in full for the package; however they still have not received a refund. Hotwire contacted the hotel on the customer's behalf and was advised the customer was a no show. In addition, they found no information the customer contacted them to cancel the hotel reservation. The hotel will not authorize a refund for the booking. In addition, we contacted Hertz Rental car, they advised the customer was a no show and they will not authorize a refund.
Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. If they have any additional questions, we advised them to contact us immediately before purchasing the itinerary.
We can confirm on February 23, 2016, the customer contacted Hotwire inquiring about the status of their refund request. Our agent advised the customer the package was not canceled, and that their travel dates had passed. Our agent consulted with a supervisor and was advised that there were no calls from the customer, until today. In addition, the supervisor was able to verify there was no activity in the customer's account until today. As a one-time courtesy, Hotwire processed a partial refund for the hotel booking in the amount of $360.24 and for the car rental in the amount of $67.07. The customer was advised no further action was taken.
On March 14, 2016, we can confirm the customer was refunded on February 23, 2016, in the amounts of $67.07 and for $360.24; for a total of $427.31.
Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each vendor has its own specific set of policies and procedures as does each reservation purchased. Hotwire must abide by the terms and conditions agreed to at the time of booking, and as a result. Hotwire is unable to issue a refund as requested.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I have read through hotwire's response and I am even more upset and highly disappointed at their conduct. The claims that I did not contact them before 2/23/16 and that I did not contact the hotel - Charparral Suites is not true. I contacted the hotel at the provided no -X (XXX) XXX-XXXX. I have copied and pasted a portion of my phone records downloaded from my t mobile account for 1/22/16. which shows multiple calls to hotwire 1-866 numbers on that day and exact time for call to the hotel as 2.39am for 5mins. See below;
1/22/16 1:36 AM 1-866 # (XXX) XXX-XXXX 48
1/22/16 2:25 AM 1-866 # (XXX) XXX-XXXX 3
1/22/16 2:29 AM 1-866 # (XXX) XXX-XXXX 5
1/22/16 2:33 AM 1-866 # (XXX) XXX-XXXX 2
1/22/16 2:39 AM to PHOENIX/AZ (XXX) XXX-XXXX 5
1/22/16 2:44 AM 1-866 # (XXX) XXX-XXXX 2
1/22/16 7:50 AM 1-866 # (XXX) XXX-XXXX 3
1/22/16 7:53 AM 1-866 # (XXX) XXX-XXXX 2
I am able to mail in the complete record for the period of January to February 2016 or attach ( if there is a location on your site through which I can do this) complete records with calls to Hotwire highlighted.
With the response that Hotwire has given, I am even more convinced that they should be made to refund every dollar that I paid to them. They have even resorted to denying events instead of admitting their negligence.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
December 01, 2015
[redacted]
[redacted] Crescent
[redacted]
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 the Imperial Hotel and Suites in Ontario. I understand you are dissatisfied with your reservation. As such, you are requesting a full refund.
Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was refunded. I confirmed a refund in the amount of $613.14 was processed back to your Visa ending in 5271 on November 18, 2015. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will be available for use. Any further questions regarding the specific timeframe of this process will need to be directed to your card company.
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

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.

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]

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
[redacted]
[redacted] E
[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 Better...

Business Bureau, regarding your hotel reservation with the Village Inn Event Center for July 31, 2015. We understand that you are requesting either a full refund or a recognizable hotel in the area requested for the amount originally paid. We regret any frustration this [redacted] have caused.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. 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. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.
After further review, we do see that you were offered a rebook refund for this reservation. As that has already been offered, we are still willing to process this. The rebook would have to be at whatever our current rates are. The refund will only be processed once the new booking has been completed. You will have to call our Customer Care team at 1 866-HOTWIRE (XXX-XXXX). They are available 24 hours a day, 7 days a week to assist you.
Based upon the previous information, we are going to keep the offer for a rebook refund available until the end of day, July 30, 2015. We will not be honoring your request for a straight refund, however. We regret your Hotwire experience was anything less than exception.
Best Regards,
[redacted]
Hotwire Corporate
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted]:
It is easy to apologize and say the site led me to the assumption when it is not your money. Hotwire's website clearly show a percentage of savings with no mention of median published rate you just mentioned. As to the offer of a rebook refund, you and everyone I've spoken to have clearly stated that I [redacted] end up back in the same situation with another no name hotel and savings not as indicated on your website. That is not a solution.
Offering to put me at the Marriott for an additional $120 is also not an acceptable solution. That's more money out of my pocket and me rewarding Hotwire when I am not happy with the service I have received thus far.
In any business dealing when there is a misunderstanding (in this case the website presents one visual but provides another) the customer is not the one to bear the cost of that misunderstanding. My options for resolution are the same with one addition:
1. Full refund.
2. Put me in a recognizable hotel in the area requested for the amount originally paid.
3. Issue me a partial refund to reflect the 37% saving you website indicated (not hotwire credit but an actual refund).
It is not my responsibility to understand and decipher the nuanced advertising your company uses to entice customers. I will not be a captive customer.
Final Business Response /* (4000, 9, 2015/08/01) */
August 1, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Case #XXXXXXXX
Itinerary #XXXXXXXXXX
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Village Inn Event Center. We understand that were expecting a different result from your Hot Rate(r) hotel booking, and are seeking to cancel this reservation for a refund. We regret any frustration this situation [redacted] have caused.
To best assist our customers during the on-line booking process, Hotwire strives to provide clear instructions and accurate information on our site.
Hotwire partners with independent hotels, as well as chains. We evaluate each property individually to ensure we provide the most accurate and up-to-date information. The examples of the brands shown at the time of booking are provided to allow our customers to evaluate what level of service to expect based on some name brands they [redacted] recognize.
While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Please allow us to clarify how the savings promoted on our site is determined. At Hotwire, we strive for clarity during the booking process. To ensure this we provide the following disclosure at the bottom of our site:
"Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees."
This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its class.
For example. If there were three hotels to compare the median is the middle price.
Hilton - $575/night
Westin Plaza $400/night
Mandarin Oriental - $350/night
We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention.

Hotwire is confident that we have the lowest rates available, backed by our Low Price Guarantee. If, within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates.
Based on the information above, we will not be issuing a refund.
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

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. Sincerely, [redacted]

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

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, 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, 2015/06/23) */
[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