Hotwire

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, 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, 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.

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]

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, 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.

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

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

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

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, 2015/11/22) */
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

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

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]

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, 10, 2015/10/25) */
October 25, 2015
[redacted] Ave.
[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 Crowne Plaza Indianapolis in Indiana. I understand you were dissatisfied with your recent booking as the charges differ from the amount quoted by our Hotwire representative. As such, you requested a refund in the amount of $20.00.

Allow me to assure you our agents are trained to ensure they are accurately recapping details before completing a reservation. If in case customers encounter information mismatch on the details provided after completing the reservation, we will take it under investigation. It is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel reservation.
After reviewing your account, I confirmed that Hotwire offered 20 Hotdollar credits to use on your future travels. However, this offer was declined. At this time, I am able to honor your refund request of the difference in the amount billed. Typically, manual refunds take 7-10 business days. However, we are working with our finance team to get this issued as fast as we can.
I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We appreciate your business and regret your Hotwire experience was anything less than exceptional.
Best Regards,
[redacted]
Customer Care Relations
Hotwire Corporate Office
Initial Consumer Rebuttal /* (3000, 12, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will I also be compensated for the mistake, aggravatiion and time this took to resolve because of the error made by your customer service with a coupon in addition to the refund for future travel?
Final Business Response /* (4000, 14, 2015/11/16) */
November 16, 2015
[redacted] XXXXX
In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX
Dear [redacted],
I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Best Western Plus Station House Inn. I understand that you are requesting additional compensation for the time you spent dealing with our agent's error.
As previously mentioned, this experience is not typical and we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end.
After further review, I decided to provide additional 20 HotDollars under your account [redacted]@gmail.com. You can use this credit on your future Hotwire booking specifically for Hot Rate(r) 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 /* (2000, 16, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite the aggravation, the issue was resolved. Thank you.

June 8, 2017   Revdex.com Hotwire  - Revdex.com serving the San Francisco Bay Area and Northern Coastal California Complaint Department   Re: Expedia Case #:   Dear Revdex.com,   Thank you for taking the time to contact Hotwire.com regarding an issue from...

our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Hotwire.com. is responding to the consumer complaint from Mr. [redacted] Wang (Revdex.com case number [redacted] regarding a refund request for package itinerary # [redacted].  Our records show this matter was previously resolved when two refunds were processed.  On October 7, 2015 a refund in the amount of $1406.52 was processed back to Mast Card account ending in [redacted] and on August 11, 2016 a refund in the amount of $304.00 was processed back to Master Card ending in [redacted]    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 Corporate Customer Service

March 4, 2017
 
[redacted] NY [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.
 
Thank you for allowing us more time to look into this matter. After confirming your case with Hertz, we processed your full refund in the amount of $68.39. Please be reminded that a refund normally takes one to two business days and is up to your financial institution as to when the funds will be available for use.
 
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 Business Response /* (1000, 5, 2015/05/27) */
[redacted] 27, 2015
Revdex.com
San Francisco Bay Area and Northern Coastal
Complaint Department
Re: Hotwire Case#O-XXXXX - [redacted]
Dear Revdex.com:
Thank you for taking the time to contact Hotwire regarding an issue...

from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Hotwire, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you.
Hotwire, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a flight complaint. We understand Mr. [redacted] is stating his airline ticket was missing. On [redacted] 25, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his complaint but were unable to reach him.
Our records indicate on April 27, 2015, the customer or an authorized user in the account, self-booked a vacation package reservation on Hotwire.com for travel beginning April 28, 2015. The package included flights from [redacted] to [redacted], [redacted] with WestJet Airlines, and hotel reservations with the [redacted] Hotel and Suites in itinerary number XXXXXXXXXXX. We can also confirm the customer booked a second vacation package reservation in itinerary number XXXXXXXXXXX, with flights on WestJet Airlines for travel on April 28, 2015, from [redacted] to [redacted], [redacted], and hotel reservations with Town Inn Suites [redacted]. The customer is stating he booked a second reservation after arriving at the airport to replace the original booking due to a missing airline ticket.
Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and subject to the rules and restrictions of those vendors. We were able to confirm the customer contacted us on April 28, 2015, to discuss the missing airline reservation. When contacting the airline, we were only advised they were working on issuing the ticket. We later learned that based on the time the reservation was created, the airline was having difficulty providing a ticket. As a result, the time limit given to Hotwire to issue the ticket expired. We regret any inconvenience this matter has caused.
In researching further, we determined that while the flight reservation was not ticketed, the hotel reservation at Isabella Hotel and suites was confirmed. Mr. [redacted] did not contact us to cancel this reservation even though he chose to book a second reservation at Town Inn Suites [redacted].
We regret that Mr. [redacted]'s experience was not as we would have hoped. To advocate further on his behalf, we contacted the Isabella Hotel and Suites and received the approval to process a full refund. In addition, we are refunding the cost of the original flight reservation. On [redacted] 27, 2015, a refund was processed in the amount of $503.59 to the original credit card used to book the package. The time that it takes for the refund to post to the customer's account depends on how quickly the credit card company processes these requests.
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 /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint[redacted]
I am rejecting this response because: >As previously stated by our Research Team, the extra charges you indicated were for the following services: >- Toll Pass Drive >- Extensions >- Taxes and fees related to the above services or features.  I am responsible for the Toll pass and taxes, but not the extensions, that why I askedfor refund $54.88 not the whole $81.25.As mentioned many many times in my communications, I picked up and returned the rental car per the Hotwire itinerary [redacted], there is no extension on my part. It isHotwire mistake on calculating the rental days, do not blame the Alamo or the customeron your mistakes. I am attaching the hotwire itinerary and my Alamo receipt for third timesto show no extension on my part. Alamo charged me extension because Hotwire miscalculatedthe rental days. How hard it is to see from the 2 attachment to see I did not extended myrental but simply see Hotwire was miscalculated. Again, at the purchase time, I am no idea whois my rental provider, I provided the pick up and return date and time to Hotwire. The rentaldays and rental car company are selected by Hotwire. I should not pay for the extension afterI picked up and returned the rental per Hotwire itinerary.Sincerely,
[redacted]