Hotwire

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

Initial Business Response /* (1000, 8, 2015/08/05) */
August 5, 2015
[redacted] A [redacted] Circle
[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 Grand Rapids Inn on July 18, 2015 in Grand Rapids, Michigan. We understand that you were very uncomfortable with the accommodations, and did not use the reservation. As such you are seeking a full refund for this reservation. We regret any frustration this situation [redacted] have caused.
We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order. Unfortunately, this property did not meet your needs. Our goal is to exceed your expectations, and we regret we were unable to do so in this situation.
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 also want to apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team. We can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns.
As per your conversation with Chris on July 29, 2015, your reservation has been refunded in full. Your refund will be credited back to the form of payment used at the time of booking. Please allow seven to 10 business days to process the refund. After the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 10, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate you understanding but I was hoping for more than an apology for what I went through with my family. We have wasted money and time to fix what your reservation agent got us into. What doesn't make sense is that I made sure to ask your agent to make sure we get good reviewed hotel and he confirmed that he got us what we asked for. I don't know if a $25 hotwire credit will keep me as a loyal customer and keep me doing business with hotwire or recommend you to my family and friends. Our annual family trip was ruined and we lost hours of precious time that could've been used to have fun and enjoyment. The only thing I know for sure is that if I take you to court, the judge will roll in my favor. I will let you be the judge and you deiced how much my trouble is worth. Thank you
Final Business Response /* (4000, 12, 2015/08/16) */
August 16, 2015
[redacted]
[redacted]
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mr. [redacted],
Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Grand Rapids Inn on July 18, 2015 in Grand Rapids, Michigan. We understand you are asking for compensation beyond the full refund and 25 Hot Dollars that has already been applied to your account. We regret any frustration this situation [redacted] have caused.
We understand that you do not agree with the hotel recommendation rating, as such we have reviewed both your account and the hotel. Seeing that we have already provided you with a full refund for the hotel and given you an additional 25 Hot Dollars for your inconvenience we are sorry that you feel that more compensation is called for.
Based on the above information and our past contacts we will not be offering further credit. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope to have the opportunity to better serve your needs in the future. For any other issues we can assist you with, please feel free to reply to this email or contact us directly at 1-866-HOTWIRE (XXX-XXXX). Thank you for choosing Hotwire.
[redacted]
Hotwire Corporate Customer Relations
Final Consumer Response /* (4200, 14, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not a happy customer and will not do future business with you and will not recommend your service to myfamily and friends. That's what you get for the awful experience I had to go through.

Initial Business Response /* (1000, 5, 2015/09/01) */
September 1, 2015
[redacted]
[redacted] Loop, Apt [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Ms. [redacted],
Thank you for the opportunity to address your concerns as sent...

through the Revdex.com, regarding your booking with Extended Stay America - Jacksonville - Lenoir Avenue South on September 4, 2015 in Jacksonville, Florida. We understand that you wish to cancel this reservation for a refund due to a change in your son's game schedule. You are seeking a full refund for this purchase. We regret any inconvenience this situation [redacted] have caused.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions.
For this reason, we were not able to change your reservation or provide the refund as requested.
We offer the opportunity for all our customers to purchase supplemental trip insurance through our partner, Allianz Global Assistance. As noted in your compliant, they offer reimbursement for reservations which fall under the guidelines listed in your policy. You [redacted] contact them directly to see if this is a covered cancellation. They [redacted] be reached at XXX-XXX-XXXX. For your reference your policy number is HXXXXXXXX .
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted] Ave.
[redacted] City, [redacted] XXXXX
Re: Revdex.com Case # XXXXXXXX
Itinerary # XXXXXXXXXX
Dear Mrs. [redacted],
Thank you for the opportunity to address your concerns as sent through the...

Revdex.com, regarding your booking with the La Quinta Inn & Suites Durham Research Triangle Park on August 11, 2015 in Durham, North Carolina. We understand that you checked out early due to a change in plans, and are seeking a refund for the unused portion of your stay. We regret the frustration this situation created.
At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or not. For this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. In order to complete the booking, you selected a box stating you read, understood and accepted those conditions. It is also explained on the email confirmation sent at the time of booking that:
All bookings are final. No refunds, changes or transfers.
In consideration of the above information, we are not able to honor your request for a refund.
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 be sure to keep your comments on file for future evaluations of this establishment.
For future reservations, if having a more flexible cancellation and change policy is important to you, you [redacted] book hotels that that display the name and address of the hotel before booking by searching on the Hotel tab on Hotwire. Many offer flexible cancellation options. While not as deeply discounted as our Hot Rate(r) deals, Hotwire still honors our Low Price Guarantee. A promises that within 24 hours of booking on the Hotwire site, if you find a lower rate for your entire stay on another source, in an equivalent room type, with an equivalent bed type at the same hotel on the same dates, we will offer to refund you the difference. This is how we ensure we are providing you the best possible deals for your reservation details at the time of your booking.
We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX).
Sincerely,
[redacted]
Hotwire Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't care what Hotwire policy, but it is just unacceptable that Hotwire has such an compromising
refund policy. I will be glad when there is a class action lawsuit against Hotwire. You can believe that I will be one of the defendants included. This company should be shut down. [redacted] you better believe that I will never use Hotwire again.
Final Business Response /* (4000, 9, 2015/08/26) */
August 25, 2015
[redacted] XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Hotwire Itinerary Number: XXXXXXXXXX
Dear Ms. [redacted]:
We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the La Quinta Inn & Suites Durham Research Triangle Pk. Specifically, you state that you want us to be more compromising with our policy. As such, you are requesting that we provide you with a partial refund for your reservation. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns.
It is understood that you wanted to check out of your hotel a day early. Please take into account that one of the ways that we procure such low rates is by advising our hotel partners that once a reservation is made no changes or cancelations will occur. For this reason we state in our Terms of Use; which must be agreed to when booking, that we are unable to provide any change, exchange, or cancelation for our Hot Rate Hotel reservations.
Based on the above information and your previous contacts with us, we will not provide you with a partial refund. We regret if 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, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just hope there is a class action law against Hotwire.

Initial Business Response /* (1000, 8, 2015/07/03) */
July 3, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXX
Dear Revdex.com,
Thank you for taking the time to contact Hotwire regarding an issue from our...

customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on [redacted] 30, 2015, Ms. [redacted] booked a roundtrip flight from [redacted] to [redacted] departing on June 15, 2015, and returning on June 17, 2015.
We understand from Ms [redacted]'s complaint that she is requesting a refund for this booking. According to her complaint, she did not receive a confirmation email. As a result, she says she booked her flight through a different website. Ms. [redacted] stated that she has made attempts to have Hotwire refund her but; all of her efforts were unsuccessful. Ms. [redacted] is requesting that Hotwire issue a full refund for this booking.
After review, we have confirmed that Ms. [redacted]'s or an authorized user on the account booked the flight without the assistance of a Hotwire representative. We were able to view the booking session as the person who booked it saw it. We were also able to confirm that after the payment was made, the next screen advised the customer that the booking had been successful. We have included a screenshot for review.
We apologize for any lack of service that Ms. [redacted] have experienced while trying to resolve her situation. Regrettably, Hotwire is unable to offer a refund for this booking under the circumstances.
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, 12, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see in the screenshot that Hotwire provided under "Pack your bags"
It says
"You'll receive your confirmation email in the next few minutes."
I did not receive this confirmation.
Hotwiire did not do what they said they would do.
Finding no confirmation of the trip a few days before I needed to leave, I booked with another vendor.
Final Business Response /* (4000, 26, 2015/09/04) */
September 4, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Hotwire Case #: O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response.
We have further researched Ms. [redacted]'s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms. [redacted]'s request of a refund. As this matter has been resolved, we respectfully request the Revdex.com close this case.
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
Final Consumer Response /* (4200, 28, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response.
They never addressed the issue.
They said they would send a confirmation, they did not, and this resulted in the customer paying for the mistake.
I am sorry that Hotwire would not respond to this issue, and I will no longer do business with them.

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, 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]

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. However I would like to remind Hotwire that this motel is not Days Inn and should not be advertised as Days Inn... The correct name for this motel is Red Roof Inn Plus and it is not a 3 star hotel but a 1 star motel due to its location, motel is dirty, hot tub is full of dirt and the pool is full of algae...
Just a friendly reminder of the false advertisement being done here...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

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]

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

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

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

November 28, 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 Days Inn [redacted]. I understand you are dissatisfied because of the quality of the hotel. As such, you are requesting a store credit.
 
Our records indicate that your reservation was a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked.
 
When booking with Hotwire, customers can expect a clean room in working order. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help.
 
Upon review, I contacted the hotel and spoke to [redacted], they said that there were no complaints that was addressed to them at the time of your stay. In addition, we did not receive any contact during your stay. Because of that, we did not have the opportunity to remedy the situation.
 
Based on that information, we are unable to honor your compensation request. For the experience, we applied 25 HotDollars to your account under [redacted]. One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® car bookings, valid for a year.
 
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, 2015/10/27) */
October 27, 2015
[redacted] Drive

[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@rocketmail.com
Dear [redacted],
Thank you for the opportunity to address...

your concerns as sent through the Revdex.com, regarding your transaction with Hotwire. I understand your dissatisfaction stems from the $10 discount coupon that is not being applied reservation. As such, you are requesting a credit.
I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried to reach by phone and email without success. So we [redacted] locate the reservation you are referring to, please reply with the following information:
- Hotel Reservation Number
- 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 Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does anyone at that company actually read their emails and reply without a form letter?
What reservation? I tried booking one, but no discount was applied. Did you seriously expect me to pay the full price, then hope to get a legitimate response and my money refunded? You people are a joke. How much money does your job pay? I'd love one where I just copy and paste the same response.
No, a $10 discount is not acceptable now, even if you finally figured out what you're doing there. I want my original booking at the price offered at the time I searched, minus $10. You screwed around so long, that the booking is now more than twice what I was quoted.
Final Business Response /* (4000, 9, 2015/11/18) */
November, XX XXXX
[redacted]
[redacted], XXXXX
In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted]@rocketmail.com
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire regarding your $10.00 discount coupon that was not applied during the booking process. I regret you remain dissatisfied with the handling of your situation.
You are requesting for us to honor the rate offered at time of your search. In addition, you want us to honor the $10.00 discount.
As we work with live inventory, rates are constantly fluctuating based on availability and demand. When one of our rental agencies/ hotel partners has availability, they upload inventory onto our Web site. In turn, when availability decreases they limit or close out access to that inventory.
Based on the information above we are unable to guarantee the same rate that you saw online at time of search.

I regret the frustration and inconvenience this situation created. I suggest to please contact us directly at 1-866-HOTWIRE (XXXXXXX) for us to get additional information about the type of discount you discussed on your previous correspondence.
We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

November 15, 2017   [redacted]   In response to Revdex.com Complaint ID [redacted]   Dear [redacted],   Thank you for providing additional information regarding this matter. I would also like to apologize about how you feel when we had to ask for more information about your booking. We have to get all the information from the customer for security measures.   I understand you were charged more than what the travel specialist promised at the time of booking.   Upon review, we learned that we are only supposed to charge you $119.39 for the new reservation. I can assure you, the process done by our travel specialist was unintentional. She must have been confused during the process and we promise you that matter will be dealt with accordingly.   We will process a refund of $59.24 back to your account. Please be advised that refunds may take 5 to 7 business days and it is up to your financial institution as to when the funds will be available for use.   Again, we thank you for bringing this to our attention and we hope to better serve your travel needs in the future.   Sincerely,   [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2016/01/05) */
January 5, 2015
[redacted]
[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 sent through the Better...

Business Bureau, regarding your Hot Rate(r) Car reservation with Hertz. I understand you are dissatisfied with your recent car booking, as you were charged by the rental agency for additional day, as you returned the car later than what was in their record. As such, you are requesting a refund, in the amount of $154.51.
Upon review of your account, I learned than you tried to make changes in your reservation on November 23, 2015 with one of our Travel Specialists, as you wanted to drop off the car a day earlier than what was booked, which our Travel Specialist advised you to contact Hertz if they can accommodate your request.
We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized.
Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions.
After further investigation, I confirmed that on the same day, November 23, 2015, you contacted our Customer Care and spoke to [redacted], advising her that Hertz authorized the changes in your reservation, which she verified and confirmed upon contacting the rental agency. Per your complaint, you advised [redacted] to leave the reservation as it is, as you were still thinking to return the car on its original drop-off date. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. I reviewed the call and found out [redacted] contacted Hertz to verify the information and was advised they will grant the request to change the drop off date from November 28, 2015 to November 27, 2015 and modified the reservation in their end, which she relayed to you. She, then advised you to contact our Customer Care Department upon dropping off the car to process a partial refund. The call ended with you acknowledging the changes in your reservation.
On December 22, 2015, your account was processed for a partial refund for a day. 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 financial institution.
Based on the information above, I am unable to honor your request to refund the amount of $154.51 that was charged to you by Hertz for returning the car on its original drop-off date.
Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 9, 2015/10/22) */
October 22, 2015
[redacted]
[redacted] Avenue **
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your inquiry to Hotwire and the Better...

Business Bureau regarding your hotel reservation at Rodeway Inn Atlantic City. I understand you are dissatisfied with your recent Hot Rate hotel booking. You felt that we mislead you on the hotel quality.
Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly.
Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review.
We have contacted Rodeway Inn Atlantic City and confirmed that you stayed and used your booking and that no complaint was raised with the hotel's management during your stay. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use.
Based on the information provided above, I am unable to honor your request to refund your reservation.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 13, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the company because it is completely false. They state I stayed in the hotel for the offer but that is false I did not stay. I never checked in to the hotel and they cannot have proof that I did in any way. I was upset at first with the misleading deal that caused me to lose money in the end now I am frustrated because Hotwire is being completely dishonest. I hope to see my argument come into consideration and hope to see the company perish and crumble because they are trying to hide their schemes through lies and false advertisement.
Final Business Response /* (4000, 15, 2015/11/17) */
November 17, 2015
[redacted]
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary number XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Rodeway Inn Atlantic City. I regret you remain dissatisfied with the handling of your situation. As stated in your letter, you did not stay at the property and the quality fell below your expectations. As such, you requested a refund.
As previously mentioned, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. Because contact was not made to us before leaving the hotel property, please understand our options are limited.
After further review, I confirmed that on August 29, 2015, you agreed to book a 1 star hotel. Regardless of whether or not the reservation was used, we were charged for the booking. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you agreed, understood and accepted the Terms of use.
Based on the information above, our decision to not refund your reservation is final.
We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
Best regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
[redacted]
[redacted] Drive
[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 car rental reservation with Alamo, scheduled to pick up at the Baltimore-Washington International Airport (BWI). We understand that you were seeking a refund of the reservation, as you were denied service by the agency, for being a local renter using a debit card for the deposit. We regret any inconvenience this issue [redacted] have caused.
On review of your account information, we can confirm that you were refunded in full on June 18, 2015. The refund of $120.94 was processed to the card that was used to book your reservation.

We would like to provide you with some information about booking car rental reservations on the Hotwire site. After selecting the pick-up destination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters entered. On the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies that are able to accept a debit card for deposit from a local renter.
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