Complaints

This profile includes complaints for Hotwire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hotwire

  San Francisco, CA 94104-3810

• 

  Hotwire

  PO Box 26285 San Francisco, CA 94126-6285

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reserved a car using hotwire but when we got to the rental place they had no cars available for us. They said we could come back in the morning. This caused ** to have to pay for a Uber to get to our hotel. Then have to pay again to get back to the rental place. Cost over 50 for this. Talking to hotwire they will not own up to the mistake and are still charging us the full amount even though we are now shorted a day and had to pay for a Uber. They were very rude and said we need to take it up with the rental company. They would not offer anything for the mistake and basically said we are on our own.

  Business Response

  Date: 07/11/2023

  July 11, 2023

  ***************************
  *****************************************************************************************
  
  In response to BBB Complaint ID ********, Hotwire Itinerary Number **********.
  
  Dear *****,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate car reservation with Thrifty.
  
  We understand that you are requesting for a billing adjustment for your car reservation because Thrifty doesn't have any vehicles available on the day you were supposed to pick them up.
  
  Unfortunately, overbooking does occur occasionally in the car industry. In such situations, we ask our partners to do their best to accommodate travelers into alternate vehicles. We recognize this situation is less than ideal and do our best to work with both travelers and car partners to reach a satisfactory resolution for all involved.
  
  We contacted Thrifty on your behalf upon receiving your complaint. Thrifty confirmed that no cars were available on July 1, 2023, at 11 p.m., and the car was picked up on July 2, 2023, at 8:47 a.m., therefore we submitted a manual refund for $26.40 back to the original form of payment used for this booking.
  Manual Refund will be process within the next five business days back to the original form of payment after it was submitted.After Hotwire refunds the money, it then typically takes a bank or credit card company 5-7 days to return these funds to your account. If you have questions about the timing of the refund, we recommend you contact your bank or credit card company directly for more specifics.
  
  We appreciate your business and regret any Hotwire experience that was less than exceptional.
  
  Best regards,
  
  Jhona A.
  Traveler Care Relations
  Hotwire Corporate Office

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I appreciate the quick response and resolution and will now feel good doing business with hot wire again in the future. Thank you
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked in the the Doubletree by ****** in ********, ** by the airport via Hotwire about an 4 hours ago ago and I immediately felt cheated.The young lady at the front desk has not interpersonal skills or any regard for customers.I stood at the front desk for a few moments before she spoke to me and even looked perturbed as she was taking th condiments off her sandwich.There was no" one moment, I'll be right with you or hi ma'am, give me just a second" all I recievd an uninterested "yes".There are absolutely no carts for guests to use for their luggage and its absurd.Once we got to our room, our air did not work and they do not have a technician on-site. So we go a new room.The new room is dusty and one of the curtains is broken.The fridge is not clean and there was a molded cigarette underneath the couch of the futon. Cleanilness is not top on their priority list. However, it is listed as professionally clean. I am extremely disappointed to have paid $200+, checked in at 7pm, had to relocated into 2 different rooms with my children, husband and bags, and lastly for the rooms to not be properly I pulled the futon bed out and found a cigarette and torn sheets for guests to sleep on.Additionally I reached out to Hotwire and all they had to offer as recompense was a ***** credit that could only be used for their business. When asked for a ***** credit back to my debit card, I was told that there was no possibility. The only possible way to recieve a refund would have been to leave the hotel at 10:30 pm at night and have no where to go with my small daughter and son that is 18 months and 3 years old.

  Business Response

  Date: 07/06/2023

  July 6, 2023
  

  *******************************
  *********************************************************-A
  *******, ** *****
  
  In response to BBB Complaint ID ********
  

  Dear Destinee,
  

  Thank you for allowing us the opportunity to address your Hotwire concerns as sent through the Better Business Bureau regarding your hotel reservation.
  
  We understand you are requesting a refund for your hotel booking due to the unsatisfactory conditions of the rooms, and the service you received from one of the propertys staff, as well as requiring you to pay $200 at check-in. You added you reached out to Hotwire ************** but the resolutions you were offered are either $60 credit or check out of the property without an alternative accommodation.
  
  We attempted to locate the booking you referenced. However, we are 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:
  
  - Email address used to complete this reservation
  - 10-digit Hotwire Itinerary Number.
  
  Once we receive this information, we will be able to search further.
  
  Best regards,
  

  **************
  Traveler Care Relations
  Hotwire Corporate Office

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a 3-night hotel stay through Hotwire. *******************, ************************************************** is the hotel that Hotwire returned to me. I checked in last on a Sunday, 6/25/23 with my son and quicky checked out the next day, Monday, 6/26/23. It was late on Sunday night when we checked in. My son needed to go to bed. We had to be up early the next day. The bedding and surface areas appeared to be clean. But the bathroom was riddled with mold and salmonella. The bathtub was black. The showerhead had salmonella forming. The toilet had a black ring around the rim, like a toilet brush has never been used. Then the several roaches ran across the bathroom counter. There were also visible mold spores across the air conditioner and vent. I called Hotwire on Monday, 6/26/23, after packing all of my things and knowing I wouldn't return. The Hotwire agent attempted to call the hotel on my behalf to resolve the issue but the hotel would not answer or would leave them on hold. I was asked to drive back to the hotel and check out, which I did. I booked another hotel through Priceline, at the *****************), while I was standing in the parking lot of *******************.After several more chats to Hotwire to no avail and taking it into my own hands and contacting Wyndham Corporate, ******************* sent an email confirmation refunding the Full 3 days to the 3rd party (Hotwire). Hotwire is refusing to refund me, the consumer. Not only did I pay for something I didn't/couldn't use, I had to double my expenses by purchasing another hotel stay. Yet, Hotwire has been refunded. The consumer is the only loser in this situation.

  Business Response

  Date: 07/12/2023

  July 12, 2023
  
  *****************************
  ************************************************************** 30066
  
  In response to BBB Complaint ID ******************************* Itinerary Number **********
  
  Dear ********,  
  
  We are writing in response to your inquiry to Hotwire, and the Better Business Bureau regarding your ************** reservation with ************************************************
  
  We understand that you are requesting a refund back to your card for your hotel booking because the room was dirty, and you were unsatisfied with your stay.

  Upon review, we identified that on July 2, 2023, one of Hotwire customer care representative have successfully process a full refund of $327.87 back to the original form of payment method used to book the reservation. In addition, on June 28, 2023, we also confirmed that one of the previous representatives has applied $40.00 Hot Dollars on your account under ******************************* a way of apologizing for your experience. Hot Dollars can be used for any Hot Rate Car or ************** booking via the Hotwire.com website. Each Hot Dollar is equivalent to one ****dollar and expire one year from the date of issuance.
  
  We understand you were unhappy during your hotel stay due to the unsatisfactory conditions youve indicated in your complaint. Please know we also contacted **********************************************, and we were informed that based on their system, there were no documented complaints during your stay. We always try to work with the hotel to find a solution for our travelers - one which works for both the hotel and you. We can work with the hotel to resolve the issue when you contact us and are still there. We do appreciate you sharing the feedback, and we have provided you with the compensation for the dissatisfaction and inconvenience in the form of a credit with us.

  For future reference, if there is a 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 travelers satisfaction; we recommend contacting Hotwire ************* immediately by texting HELP to *****. Our associates are available 24/7 to assist you.
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best regards,  
  
  **********  
  ************* relations
  ********************** Corporate Office

  
  

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  transaction date: 6/28/2023 Paid: $435.77 Itinerary number: ********** Hotwire stated the hotel purchase would be a ***************** chain" "You're guaranteed to stay at one of the regional or national chains:" and they listed "Sheraton, *******, Doubletree Hilton, and Four Points Sheraton" It was clear from the advertisement that you were guaranteed one of the listed hotel chains. The problem is they then gave me a Fairfield Inn and Suites which is not one of the four chains and what was promised or guaranteed since they guaranteed one of the 4 chains listed and what was given was not one of the 4 chains. They also said this was an ocean front hotel but it is not on the ocean but 15 minutes away from the ocean. I tried to contact them to change the hotel and said they could only try and get a refund at a later date and they may also charge you $60 for a cancellation despite their misleading advertising. They did not live up to their guarantee. Also, it resulted in a lot of wasted time and even if they offer a refund several days later it is problematic because I am unable to rebook and the prices went up substantially as we get closer to the date of the stay.

  Business Response

  Date: 07/11/2023

  July 11, 2023

  *****************
  , ** 94112
  
  In response to BBB Complaint ID ********, Hotwire Itinerary Number 5670405055.
  
  Dear *****,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with *************************************************, **.
  
  We understand you are dissatisfied with your hotel reservation because you claimed that you were given a property that was not a part of the guaranteed hotel chain, and it was not an oceanfront hotel.
  
  Upon reviewing your account, we were able to confirm that you spoke with one of our ************* agents on June 28, 2023, regarding the matter. Our agent explained that Hotwire partners with a variety of hotels to ensure our travelers have the best discounts available and the four hotel chain names shown on the deal you selected were provided as examples of the type of hotel that a traveler may get for the star rating selected. We guaranteed that the hotel would be part of a regional or national chain. We identified that our ************* representatives provided you with the correct answer. Our answer will be the same as all Hotwire agents follow the same policies.  

  Furthermore, we confirmed that *************************************************, ** is near the beach and an oceanfront hotel. Please note that oceanfront hotels have views of the ocean but are not located directly to the beach.

  On June 30, 2023, we re-contacted *************************************************, ** on your behalf. We have spoken with ****************, front desk agent. She made an exception and allowed us to refund your reservation therefore, we have processed a refund for the full amount of $435.77 USD for your reservation back to your original form of payment. Hotwire processes refunds in 1-2 business days then typically takes a bank or credit card company 5-7 business days to return these funds to your account. If you have specific questions about the timing of the refund, we recommend you contact your financial institution directly.

  We appreciate your business and regret any Hotwire experience that was less than exceptional.
  
  Best regards,
  
  Jhona A.
  Traveler Care Relations 
  Hotwire Corporate Office 

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28, 2023 I tried to book a trip with Hotwire. I tried to book a flight and hotel deal at approximately 8:00 PM. Every time I tried to book, I kept getting an error message about my payment method and was unable to get a confirmation. Even though I kept getting an error message without confirmation, I still noticed pending charges on my bank statement of $2.80, $295.78, $412.13, and $295.78. When I called Hotwire customer service they insisted that my bank would reinstate those 4 charges and that this was "just a glitch". I am seeking compensation for the money that was stolen from my account.

  Business Response

  Date: 07/06/2023

  July 06, 2023
  
  Better Business Bureau
  ********************** and Northern Coastal
  Complaint Department
  
  Re: Hotwire reference number: 00335774
  
  Dear Better Business Bureau,
  Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Hotwire is responding to the consumer complaint received from *************************** (BBB case number ********) regarding the Package booking.
  
  We could not locate any information with the given email address upon investigation. We would request the traveler to share the registered email address & the name of the account holder for us to locate the information and help the traveler with the best possible resolution. 
  
  If the traveler has no registered account on **********************, we will request the traveler to locate the funds with their bank, as Hotwire has not taken any payment from the traveler and the pending charges from their bank's end.
  
  While we regret that your experience was not as we hoped, we thank you for allowing us to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please get in touch with us.
  
  Thanks & Regards
  ************
  Global Traveler Resolutions Team

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am waiting for the resolution incident listed in the email below. I have called Hotwire several times regarding the resolution of the below incident. I am due to fly out 7/7 and still have not gotten confirmation that they have resolved the situation with virgin ******** airlines which still does not have a record of my tickets. I have been placed on hold for over 2 hours with no resolution. Hotwire had cancelled my ticket previously without informing me 8/22. I only booked with them again because of my flight credit from 3 years ago. I will never do business with them again but I need this resolved before I fly out 7/723.Greetings,Dear ***** This e-mail is to confirm that we have made the correct process in order to exchange your reservation, and that we also verified that the reservation is confirmed from our end and has no history or segments canceled, therefore we will review with the airline what might have happened with this reservation.The amount of $499.30 per passenger was an additional payment made in Apr 22nd of 2023 to make the arrangement to pay for the tickets that were exchanged under your name and your companion. Please wait 5 days for the update of our team that will work on the reservation with the airline, since they need to wait for the airline to respond them.Confirmation Code: DW6QKZ Tickets:9327958858649 ************* Passenger:RILEYWADE/*******************/**********************,Hotwire.com *************

  Business Response

  Date: 07/07/2023

  July 07, 2023
  
  Better Business Bureau
  ********************** and Northern Coastal
  Complaint Department
  
  RE: Hotwire Case #******
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Hotwire is responding to the consumer complaint from ****************************** (BBB case number ********) regarding the booking made using the credits under Hotwire Itinerary 72123552898466.
  
  We understand the traveller contacted our support team to make the flight reservation using the Virgin Atlantic credits. As per our records the reservation was made for the round trip flight departing from ************* to ****** on July 07, 2023 and returning on July 22, 2023 however was cancelled due to a system error. We are really sorry for the hassle and disappointment caused as a result.
  
  Upon further reviewing the case we found that the traveler again contacted our support and the support agent replicated the reservation for the departure on July 07, 2023. Also, as a goodwill gesture we covered the fare difference of ******USD on the new tickets. We understand that an unpleasant experience can leave a lasting impression, and we are committed to rectifying the situation to the best of our abilities.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ********
  Global Traveler Resolutions Team

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a reservation with hotwire.com for *********** for the dates of June 7th through the 14th of June, ***** defrauded me $893.47 for service not rendered and false advertising. I attempted to contact hotwire to resolve this issue I was informed by a supervisor that I was going to be issue a full refund for the entire amount. Hotwire agent issued the case number of ********* for itinerary hotwire number **************** for the refund that has still not been issued. Hotwire has poor customer service, been on the phone with different agents for over 2 hour hold with no resolution for several days.

  Business Response

  Date: 06/29/2023

  29th June 2023
  
  Better Business Bureau 
  Hotwire - ********************** and Northern Coastal
  Complaint Department
  
  RE: Hotwire Case #******
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Hotwire is responding to the consumer complaint from ***************************** (BBB case number ********) regarding a hotel reservation with **********************. 
  
  Our records indicate that on 18th May 2023 ***** made a hotel reservation with ********************** for 7 night stay and room type was double double beds. We understand ***** is requesting a refund.
  I am sorry to hear about the hassle they had to face while staying in **********************.

  As per the hotel policies, It was a non-refundable booking and under the property information it was mentioned that this property has no Elevators. As an exception, I called the hotel on their behalf to ask for the refund, unfortunately, they denied the request under their policies. 

  Please know that Hotwire serves as a third-party intermediary for our travel providers, such as ********************** and our travelers. As an intermediary, Hotwire is not liable for refunds based on the actions of the travel providers. Accordingly, any refund that they may receive must be authorized or issued by the travel provider pursuant to their policies. Here, ********************** is the travel provider with whom they made their reservation. ********************** has informed us that they are not allowing a refund under their policies. We hope they can understand that we, as an intermediary, are bound by *********************** policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate your request.

  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  *************************
  Corporate Correspondence Team

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20238180
  
  I am rejecting this response because:

  They falsely advertise on their listing that they had nearby parking which was a lie and had no elevator listing or mentioned that there was no elevator in their listing again hotwire is lying and now trying to deceive the better Business bureau please see attached listing of the hotel and their amenities which is all lies photos which were depicted on their website again was a lie they are using hot wire to defraud customers and then deny refund once you complain regarding their deception
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 07/05/2023

  July 06, 2023
  
  Better Business Bureau 
  Hotwire - ********************** and Northern Coastal
  Complaint Department
  
  RE: Hotwire Case # ********

  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer rebuttal from ***************************** (BBB case number ********). We regret to hear ***************************** did not accept our response offered. 
  
  We reviewed the details and after a thorough investigation, it is confirmed that on day of booking, while ***** was confirming the reservation, a special/accessibility request option was displayed on the booking page however traveler did not opt for it.

  Further, on our website, it was clearly mentioned under property details that there are no elevators and for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking. 

  On the confirmation email as well, under view property , the policy for accessibility request was reiterated. However, ************** neither opted for the Special/ accessibility request option , nor did he contacted the hotel after booking to provide accessibility request. 
  
  Please note that A customer can get an special/accessible room in 2 ways:
  One if the Room Type includes accessibility
  Secondly. If the customer makes a special request for an accessible room: To request accessibility, the customer may have contacted us, contacted the hotel directly, or messaged the ********* our mobile app or their online itinerary.

  Based on the subsequent findings and documents, we regret to inform that we cannot process the refund ************** is requesting.

  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  *************************
  Global Traveler Resolutions Team
  

  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20238180
  
  I am rejecting this response because:

  Because I was told by hotwire and the hotel that they were issuing a credit please see attachment for verification of a credit but I'm looking for a full refund of the amount I did not stay at that location and with fraudulently charged my hotwire again there is no mention of a hotel in their listing please see attachment where in the listing it list that there is no elevator also there is no free nearby parking we paid an additional $20 to park five blocks away again hotwire is deceiving the better Business bureau and the hotel is fraudulently charging for services not rendered
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I booked a stay on Hotwire for a hotel in ********* for a stay from June 7-8, 2023. The confirmation number was ********** for the *********************************. However, upon check-in the hotel informed me that they were oversold and would not honor my reservation. In addition, they stated that they had contacted Hotwire to inform them of the overbooking.Hotwire eventually booked me another room at the ************************ (confirmation # **********) without an additional charge.However, this outcome does not properly compensate for my expenses (cab fare to the other hotel and a missed meeting) and the agitation plus time missed due to their mistake. I reiterate that the hotel (supposedly) called Hotwire to inform them of the overbooking and the general issues that this caused. I am therefore looking for a discount on this booking or a discount on my next booking with Hotwire given these issues.

  Business Response

  Date: 07/05/2023

  July 5, 2023
  *******************
  ********************************** APT 1970
  ***************, ** 33301
  
  In response to BBB Complaint ID ********, ********************** Itinerary Number 6838038038
  
  Dear *****,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with *********************************.  
  
  We understand you are dissatisfied with your recent hotel reservation because the hotel informed you that they were fully booked and unable to honor your Hotwire reservation.Additionally, you mentioned that you called Hotwire and spoke with one of our customer service representatives, who rebooked your hotel room at no additional cost. However, this outcome does not properly compensate you. As such, you are requesting additional compensation.

  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 travelers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both travelers and hotel partners to reach a satisfactory resolution for all involved. In the event a traveler arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel,we understand we need to take care of our traveler.

  Upon review, we confirmed you spoke with our customer care agents on June 7, 2023, who assisted you with the rebooking process and Hotwire cover the difference in cost. As a way of apologizing for the inconvenience we would like to offer an additional $40 Hot Dollars that we will apply on your Hotwire account. Hot Dollars can be used for any Hot Rate Hotwire reservation that can be used for future booking.Hot Dollars Is valid from one year from the date of issuance. Please be advised that this is not the kind of experience we want our travelers to have.

  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,
  
  **********
  Customer Care Relations
  ********************** Corporate Office
  
  

  
  

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room on Hotwire. Fortunately, I took a screenshot. It reads exactly as follows: ***************** chain. You're guaranteed to stay at one of these regional or national chains: *************** and Resorts, Embassy Suites, DoubleTree, Hyatt." It does NOT say "or similar", "or others", or that these are just examples of hotels that I might get. It uses the word "guaranteed" twice and there are no disclaimers or asterisks. What they actually gave me was the ************************************ that according to ****** is 1-star. Some quotes from ****** reviews: "The carpets are nasty. The room smells like a nursing home fighting dead fish.", "I had made a reservation at this ********** in advance, but upon arrival, I was informed that my booking had been lost. Despite having proof of my reservation, the hotel staff was unhelpful and unaccommodating. I was left with no choice but to pay for a new room, which was a major inconvenience. To make matters worse, the room itself was a nightmare. There was no running water in the bathroom, so I couldn't take a shower or use the toilet properly. The hotel itself felt like a war zone, with homeless people and drug addicts hanging around outside. I felt unsafe and uncomfortable during my entire stay. Adding insult to injury, I later discovered that the hotel had charged me twice for my room", "the outside looked like a war zone", "floors were dirty like the change the sheets with old sheets and was done cleaning, tub had dirt In it" - it goes on and on. I called Hotwire and they said that the sale is final. They offered to try to call the hotel for a refund - why should it be up to the 1-star hotel to decide if Hotwire can bait-and-switch me from a Sheraton to a "war zone" Ramada Inn? They guaranteed one of these rooms and should have to produce what they guaranteed. Given that this is right after double-charging us for a ***************** in *******, I think there's a pattern of fraud with Hotwire.

  Business Response

  Date: 06/27/2023

  June 27, 2023
  

  *****************************
  5001 *****************
  ******, ** 28173
  
  In response to BBB Complaint ID ********, ********************** itinerary **********
  
  Dear *******,
  
  Thank you for allowing us to address your Hotwire concerns as sent through the Better Business Bureau regarding your Hot Rate hotel reservation at the ***********************.
  
  We understand you are requesting that we change the hotel for your reservation because you did not receive one of the hotel chains listed as guaranteed.You added youve read negative reviews online about the property and have seen it as 1-star on *******
  

  Upon reviewing your account, we identified that you contacted our ************* team regarding the matter on June 23, 2023. We are reaffirming that the answer provided by the previous representatives you spoke with is correct. Our answer will be the same as all Hotwire agents follow the same policies.Furthermore, we validated that your reservation was refunded in $161.32 Hot Dollars after a $20 cancellation fee as an exception to your non-refundable booking as were unable to seek refund authorization from the property. The information on how to use the credit and its validity is indicated on the email sent to you on June 26, 2023. Once credited, the booking is cancelled and cannot be reinstated.
  

  Allow us to explain further, Hotwire partners with a variety of hotels to ensure our travelers have the best discounts available to them. The guaranteed hotel chains message does not guarantee travelers will be booked at a specific property.The hotel chains listed are there to provide travelers with an idea and examples of what hotels are associated with the star rating that is being booked and that they may receive a hotel that is part of a regional or national brand. We disclosed prior to completing a reservation that the hotel name will be revealed after booking.
  

  Ratings are, at times, not consistent from website to website. There is no definitive star rating authority for U.S. hotels, we have chosen to use our parent company, Expedia, and we confirmed the property is rated 3.5-star on Expedia. Online reviews can be subjective. Hotwire is unable to provide changes or refunds based on the experiences that another consumer had. 
  

  Once a reservation is confirmed on our website or app, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations.
  

  Based on all the information mentioned above, we are unable to honor your request to change the hotel for your reservation.
  

  We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.
  

  Best regards,
  
  **************
  Traveler Care Relations
  Hotwire Corporate Office

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20230420
  
  I am rejecting this response because it lies.  It sounds like it was written by a politician.  It claims that Hotwire's website says something different than it really says, in the hopes that nobody will actually look at it to see the truth for themselves.  The screenshot I originally attached does indeed guarantee me one of the four hotel chains listed.  Please read the screenshot!  I'll copy the text again here: 

  "Guaranteed hotel chain. You're guaranteed to stay at one of these regional or national chains: *************** and Resorts, Embassy Suites, DoubleTree, Hyatt." It does NOT say "or similar", "or others", or that these are just examples of hotels that I might get. It uses the word "guaranteed" twice and there are no disclaimers or asterisks. 

  A plain reading by any reasonable person, including a court of law, will agree that I was guaranteed something I did not receive.  Imagine ordering a new ** on Amazon, they GUARANTEE you twice that you will get the ** you ordered, and then they send you a used blender instead.  When you complain, they condescendingly explain that you just don't understand that this is how their business works.  You pay for a 3.5 Star Sheraton and you get a 1-Star Ramada that smells bad and has no running water.  You pay for a new ** and you get a used blender.

  And your refund of Hot Dollars is a joke. I paid with money - cash that is accepted anywhere, not just at the same dishonest online travel agency that has tried to s**** me twice already this year (the other time was charging me up front for a hotel in ******* and then the hotel charging me again at checkout, and then making me work directly with the hotel to resolve it even though I booked through Hotwire).  But I am not requesting a refund anyway. I am requesting that Hotwire actually be held to their promises. You can't just lie to customers and then offer coupons to the small percentage of customers who stand up for themselves while ripping off the majority who just accept corporate misbehavior and let you get away with it.  You need to give me two rooms at one of the guaranteed hotel chains near ***********, ** on the dates I entered.

  Since you refuse to even acknowledge your issue, I went ahead and filed a complaint with the ************************************ and requested they open an investigation into what appears to be a pattern of deliberate consumer fraud.  If you continue to lie and refuse to honor your guarantee, I will file a lawsuit in the *******************, publish my screenshot and your gaslit response on social media, and see if I can get any media outlets interested in picking up this story.

  Sincerely,
  
  *****************************

  Business Response

  Date: 06/30/2023

  June 30, 2023
  

  *****************************
  **** *****************
  ******, ** 28173
  
  In response to BBB Complaint ID ********, ********************** itinerary **********
  
  Dear *******,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation at the ***********************.
  
  We regret to hear you are dissatisfied with the response we provided regarding your request in changing the hotel for your reservation.
  
  Per our previous correspondence, we reaffirmed that the answer provided by the previous representatives you spoke with is correct on June 23, 2023, is correct. We indicated that our answer will be the same as all Hotwire agents follow the same policies. We have added that we validated that your reservation has been refunded in $161.32 Hot Dollars after a $20 cancellation fee as an exception to your non-refundable booking as were unable to seek refund authorization from the property. We mentioned that once credited, the booking is cancelled and cannot be reinstated.
  
  Furthermore, we expounded that we partner with a variety of hotels and the guaranteed hotel chains message does not guarantee travelers will be booked at a specific property. The hotel chains listed are there to provide travelers with an idea and examples of what hotels are associated with the star rating that is being booked. We specified prior booking that travelers may receive a hotel that is part of a regional or national brand. We mentioned that prior to completing a reservation, we messaged that the hotel name will be revealed after booking. We have also informed you that ratings are not consistent from website to website because there is no definitive star rating authority for U.S. hotels. We provided the information that we chose to use our parent company, Expedia, and the property is rated 3.5-star on Expedia. We stated that online reviews can be subjective, and we are unable to provide changes or refunds based on the experiences that another consumer had, per the booking terms that *************** are final and non-refundable once booked.
  

  While we understand that the answer we provided regarding your request is not what you are looking for, our decision will not change and will consider this as our final communication on the matter.
  

  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,
  
  **************
  ************* Relations
  Hotwire Corporate Office

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20230420
  
  I am rejecting this response because it refers only to what they told me AFTER the transaction was completed and ignores the information that they gave me before I decided to book, it is factually incorrect, and it attempts to mislead anyone reading this on multiple topics.  I have attached the screenshot that was presented to me before booking AGAIN and will quote it here AGAIN:

  GUARANTEED HOTEL CHAIN - You're guaranteed to stay at one of these regional or national chains: *************** & Resorts, Embassy Suites, DoubleTree by Hilton, Hyatt

  Again, in their response, they ignore what they told me before it was too late and instead reference only the talking points that they give their phone agents for AFTER a customer is ripped off.  For example, here's a quote from their response: "we partner with a variety of hotels and the guaranteed hotel chains message does not guarantee travelers will be booked at a specific property." Notice that their website, which is what the customer sees before booking, says EXACTLY THE OPPOSITE of what their response says.  As quoted above and in the attachment, their website says "GUARANTEED HOTEL CHAIN" but their response says "NOT GUARANTEE."  Furthermore, their response says that "travelers may receive a hotel that is part of a regional or national brand" as if I somehow received a hotel in one of these guaranteed brands.  But Ramada is part of *************** NOT ONE OF THE "GUARANTEED HOTEL CHAINS" in my screenshot.

  They do indeed say that the hotel name will be revealed after booking -- but then they go onto say that "You're guaranteed to stay at one of these regional or national chains: *************** & Resorts, Embassy Suites, DoubleTree by Hilton, Hyatt." So while they don't tell you the exact hotel name, any plain reading of the screenshot clearly says that it will be one of these 4 chains.  Not Wyndham, not Ramada, not cockroaches in the bed, not bad smells, not a war zone (all of which are in the customer reviews on this hotel).

  They are intentionally trying to confuse anyone who reads this complaint into thinking that customer reviews are the same as a hotel's star rating.  Star ratings on hotels existed long before the internet. Here is a link to a Wikipedia article on the subject "Hotel rating" which confirms that the star rating system has been around since at least ****: *******************************************************************************************************************************'s%20ratings.

  This article also says that ***** services, entertainment, view, room variations such as size and additional amenities, spas and fitness centers, ease of access and location may be considered in establishing a standard." It is completely dishonest to say that this Ramada with its cockroaches and lack of running water is equivalent to a Hyatt in terms of amenities.

  And here is a list of the exact requirements to achieve a 3-star rating: *******************************************************************************************

  For a hotel to be 3.5 stars it should be BETTER than this 3-star list, but this Ramada is actually far WORSE than this list.  You can do a simple ****** search and find many more articles on this subject. It is a complete lie to suggest that there is no industry source for rating hotels.

  It is also concerning that Hotwire's response directly contradicts itself...in one place they admit that they use customer review to determine their 3.5 star rating, but in another place they say that they "are unable to provide changes or refunds based on the experiences that another consumer had."  Which is it? Does Hotwire rely on customer reviews or not?

  It's just a coincidence that internet reviews are often done with stars and can therefore be confused with the hotel rating system, which has been using stars for over 60 years. Or in this case, a large company can deliberately use it to mislead a customer and then keep their money. If a customer has a good stay at a Motel 6 and leaves a 5-star review because the staff was nice and the sheets were clean, that does not make Motel 6 a 5-*********** I have attached a screenshot of ******'s hotel information on this specific Ramada at ***********, which is a much more honest format in that it shows both the actual star rating of 1-Star and the average Customer Review of 2.9 stars. This also demonstrates that the 2 are completely separate things.

  The Wikipedia article also states that "hotels are independently assessed" which is in direct opposition to Hotwire's use of their own parent company's rating system (which is a conflict of interest that hurts consumers).  Furthermore, as Hotwire's response indicates, customer reviews are subjective.  I completely agree with this. That is why they cannot be substituted for a hotel's actual rating. In fact, you can buy fake reviews to mislead consumers about anything on the internet.  By Hotwire's reasoning, they could guarantee you a Ritz ******* or Four Seasons, charge you $1200 per night, and then stick you in a Motel 6.

  Let me clear the air on one other point. I am aware that Hotwire often sells hotel rooms at a discount by not revealing the name until after booking.  They may even give you a sample list of the types of hotels you may get and tell you that your results may vary.  I understand that business model. But other times they do tell you the exact name of the hotel prior to booking.  In this case, they guaranteed it would be one of 4 exact brands with no disclaimers about this just being a sample list, or that my actual hotel brand may be different.  They used the exact word GUARANTEED and then listed 4 specific brands.

  It would have been much better if Hotwire would have acknowledged their mistake, apologized, fixed the incorrect information on their website, and given me one of the promised hotel rooms. Instead, their response makes it clear that they do not regret ripping me off because misleading customers and then refusing to refund their money is a conscious strategy.

  Sincerely,
  
  *****************************

  Business Response

  Date: 07/28/2023

  July 28, 2023
  
  *****************************
  5001 *****************
  ******, ** 28173
  
  In response to BBB Complaint ID ********, ********************** itinerary **********
  
  Dear *******,
  
  We are writing in response to your additional correspondence to Hotwire and the Better Business Bureau regarding your ************** reservation at the ***********************.
  
  We understand you remain dissatisfied with the answer we have provided regarding your matter.
  
  As we indicated in our previous responses, Hotwire partners with a variety of hotels and the guaranteed hotel chains message does not guarantee travelers will be booked at a specific property. The hotel chains listed are there to provide travelers with an idea and examples of what hotels are associated with the star rating that is being booked. Prior booking, we messaged that travelers may receive a hotel that is part of a regional or national brand and the hotel name will be revealed after booking.
  
  Allow us to assure you it is never Hotwires intention to mislead our travelers in anyway. Based on all the information mentioned above, we remain confident we provided sufficient information on what to expect when booking a ************** prior to completing the reservation.
  
  While we regret you remain unhappy with the answer we have provided, our position on the matter stays the same and it is final.
  
  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,
  
  **************
  Traveler Care Relations
  Hotwire ****************

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20230420
  
  I am rejecting this response because:

  Their response is again completely false.  I guess this is a general question for BBB...what should I do when a business continues to lie?  Once again their response says that they do not guarantee what hotel you'll get, and they are hoping nobody will actually look at the screenshot I attached which literally says they GUARANTEE it will be one of four hotels. I have provided proof. They have provided no proof - only hoping that nobody will actually look at my screenshot. I have looked through other BBB cases against Hotwire and see other complaints for this exact same issue.  A guy got the exact same screen I did, with the word GUARANTEED, and got a fleabag hotel instead of one of the hotels he was GUARANTEED.

  So, I just ran the same query again on hotwire.com and attached a screenshot of the results.  You can see the date in the bottom right of the screen.  And you'll see that Hotwire literally says, "Your hotel is guaranteed to be one of these: ********** by *******************, **************************** ***********, and *************************."

  Hotwire's previous responses said that they never guarantee specific properties, but this screenshot is proof that they are lying.  They do guarantee specific properties, then they give you a different one, and then they lie about it.  Repeatedly.  And they are continuing to run this scam today, even after being called out on it multiple times.

  What should I do next when the business continues to lie in direct opposition to the actual proof I attached?  Please at least downgrade their rating.  It should be downgraded at least twice. Once for committing fraud on their website, and again for lying about it here.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to raise a formal complaint against Hotwire, an online booking agency, for incorrectly charging me under the tax header. I recently booked a hotel (Ite # **********) through the Hotwire website for a total amount of $468. However, upon reviewing the charges, I discovered that Hotwire had levied $101.48 as taxes (find below chat confirmation on break up) which accounts for *****% of the total amount During a conversation with a Hotwire chat agent (attached) I was provided with the following information: "The rate per night without taxes was $155.00 USD, the tax amount per night was $33.82, and the total per night was $188.82." However, when I visited the hotel's official website, I found that they only charge a tax rate of ****% (snapshots)It is evident that Hotwire engaged in sales malpractice by misrepresenting the taxes and fees associated with the booking. By charging an excessive tax rate of *****% instead of the actual tax rate, Hotwire has overcharged me and breached the trust I placed in their service Additionally I would like to bring to your attention that the hotel also charged me an extra $18 (Franc) above the agreed-upon price, which further exacerbates the situation. I talked to agent and even after providing charged credit card details he said he is unable to help I believe that such practices are in violation of consumer protection laws and regulations. Hotwire has shown a lack of transparency and integrity in its dealings with customers I trust that you will investigate this matter thoroughly and take appropriate action against Hotwire for their deceptive pricing practices. I look forward to receiving a prompt response regarding the progress of my complaint and the actions taken to rectify this situation.Thank you for your attention to this matter. I appreciate your efforts in ensuring fair and ethical business practices.In light of these discrepancies I kindly request FULL refund including $18 charged by hotel

  Business Response

  Date: 06/27/2023

  June 27, 2023
  
  ***************************
  ************************************
  *****, ** 60124
  
  In response to BBB Complaint ID ********, ********************** itinerary **********.
  
  Dear Kadamb,
  
  We are writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with **************************************************************.
  
  We understand you request a full refund for your hotel booking because you believe that Hotwire overcharged you for the taxes and fees and the hotel charged you an additional 18 euros for city tax.
  
  Upon reviewing your account, we were able to confirm that you spoke with one of our ************* agents via chat on June 20, ************** the matter. We confirmed that the agent you spoke with provided you the correct answer. Our answer will be the same as all Hotwire agents follow the same policies.
  
  Allow us to explain further, the taxes are what Hotwire pays the hotel, based on local tax laws. This is for government issued taxes,like sales and use tax, occupancy tax, room tax, excise tax, value added tax,etc. Hotwire also retains a service fee as compensation for servicing your travel reservation. At the time of purchase, you paid Hotwire for the room night(s) and tax recovery charges and service fees. Hotwire then passed this payment directly to the hotel. Therefore, we are unable to provide a breakdown of the taxes assessed by the property. Travelers can also learn more about taxes and fees in our Terms of Use using this link (*****************************************************).
  
  Hotwire strives for clarity on its website and app because travelers are charged at the time of booking. Prior completing a reservation,we show a price summary indicating the daily rate, taxes and fees.
  
  We contacted ************************************************************** on your behalf upon receiving your complaint. We have spoken with ************, one of the front desk agents. He confirmed that the reservation was fully used, and you were charged 18euros for city tax. As this type of fee is typically included in the taxes/fees Hotwire billed for this booking, we processed a manual refund in the amount of 18euros. We will process the refund within the next five business days back to the original form of payment. After Hotwire refunds the money, it then typically takes a bank or credit card company 5-7 days to return these funds to your account. If you have questions about the timing of the refund, we recommend you contact your bank or credit card company directly for more specifics.
  
  Based on all the information mentioned above, we are unable to honor your full refund request.
  
  We appreciate your business and regret any Hotwire experience that was less than exceptional.
  
  Best Regards,
  
  Jhona A.
  Traveler Care Relations 
  Hotwire ****************

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20206185
  
  I am rejecting this response because:

  First of all thanks for providing me Euro 18 refund which resolves my one issue. But I do not accept this as resolution as it doesnt resolve my issue fully.
  I do not agree to the points mentioned by you in response ie :
  We confirmed that the agent you spoke with provided you the correct answer. Our answer will be the same as all Hotwire agents follow the same policies. (I am sure this is copy paste in all answer provided by hotwire)  --- Your agent declined to provide me refund which you did so it was not correct answer.
  
  The taxes are what Hotwire pays the hotel, based on local tax laws. This is for government issued taxes, like sales and use tax, occupancy tax, room tax, excise tax, value added tax, etc. Hotwire also retains a service fee as compensation for servicing your travel reservation. ---- Hotwire lying here , I was NEVER provided full view of Taxes and Fees . It just said Taxes and fees . PFA herewith file . Tax charged by SAME hotel on their website on $453 is $13.12 ie ****%. But hotwire charged me $101.48 on $468 ie *****% !!. This is clear case of hidden charges by hotwire on the name of Taxes. You have to provide me refund , business must provide full details of taxes and charges levied on customer reservation which ********************** didnt. Taxes and charges can not be put under one header.
  
  Hotwire strives for clarity on its website and app because travelers are charged at the time of booking. Prior completing a reservation, we show a price summary indicating the daily rate, taxes and fees.   ---- There is NO clarity in Summary either on website or in confirmation email or in T&C link. It just said/says taxes and fees and its total amount which can not be considered as clarity. In fact I am asking for clarity which Hotwire in open forum denying it to give. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2023

  July 2, 2023
  
  ***************************
  **************************************************************

  In response to BBB Complaint ID ********, ********************** itinerary **********.
  

  Dear Kadamb,
  

  We are writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate hotel reservation with **************************************************************.
  

  We understand you remain dissatisfied with the previous answers we have provided regarding your booking concern.
  
  Per our previous correspondence, we explained we are unable to provide a breakdown of the taxes assessed by the property. We expounded that the taxes are what Hotwire pays the hotel, based on local tax laws, and indicated that we Hotwire retains a service fee as compensation for servicing travel reservation.We also mentioned that before making any commitment to book, the search results for hotel bookings show the daily rate, the taxes and service fees along with the booking terms that its final and non-refundable which you agreed to.
  

  While we understand that the answer, we provided is not what you are looking for, our position has not swayed, and we are unable to honor your refund request.
  
  We appreciate your business and regret your Hotwire experience was anything less than exceptional.
  
  Best Regards,
  
  Jhona A.
  Customer Care Relations
  ********************** Corporate Office