• Report: #1136954

Complaint Review: Hotwire

  • Submitted: Mon, April 07, 2014
  • Updated: Mon, May 12, 2014

  • Reported By: Teresa R — Noblesville Indiana
Internet USA

Hotwire www.hotwire.com FALSE Advertising at its finest! Internet

*Author of original report: Hotwire Refunded - Response included below

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If you are looking for a deal don't go to Hotwire.com.  

In the past, I have successfully used their service, but extremely disappointed in their service and my recent experience. 

I needed a hotel room for my son and I for this summer while he's going to camp outside our city, so I went to Hotwire.com to do a quick booking. 

After I booked and received the name of the hotel, I was concerned because where they put us is NEVER that expensive and they had a "normal" rate on their site showing $119 a night.  I knew when I received my confirmation back with the hotel name that there was no way this place was $119 during the summer months.

So I went to the hotel's website and they have a posted summer rate of $65 a night.  Hotwire was about 10 bucks less, but I would NEVER stay here and only booked it because it stated the normal rate was $119 and I figured it had to be a pretty decent place. [continued below]....

.....  Come to find out, its not that decent of a place and they hooked me by giving me INACCURATE information.  

I guess you win some and lose some, but this is really deceptive.  They could have put in $70 as the normal rate and I would not have been that upset, BUT I probably still would NOT have booked it.

I have done well in some other cities with Hotwire, but I will NEVER use them again as this was absolutely ridiculous.  They were WAY off of the normal rate.  I realize they can't use the exact amount since you could figure out the hotel, but to give $119 as the room rate when the normal rate is $65 is COMPLETELY FALSE and luring you in on a bait and switch big time. 

I want a refund and will continue to fight for a refund since this was completely bogus.  



This report was posted on Ripoff Report on 04/07/2014 12:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hotwire/internet/Hotwire-wwwhotwirecom-FALSE-Advertising-at-its-finest-Internet-1136954. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Hotwire Refunded - Response included below

AUTHOR: Teresa R - ()

<h3 ""="" class=" hidefocus" tabindex="-1" id="yui_3_7_2_1_1396661665098_199165">RE: Customer Service Issue - Misleading information provided - Hotwire itinerary 6752055401
from *Hotwire Corporate Escalations to you 


I am writing on behalf of Henrik Kjellberg, President of the Hotwire Group, in response to your inquiry regarding a hotel reservation in Lafayette, Indiana.

 I understand you are dissatisfied with the handling of your recent Hotwire situation. I understand you are dissatisfied with your recent Hot Rate hotel reservation. You disagree with the savings received and the Star Rating of the property. As such, you are requesting a full refund; equivalent to $137.13.

On Hotwire, we service two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard Rates. For standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire Hot Rate.

We obtain our discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Website, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are typically unable to refund reservations.

While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. Our Low Price Guarantee provides a refund in the amount the difference to customers who find a lower pre-tax rate than the Hotwire rate within 48 hours of booking. Please allow me 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. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking.

Please understand, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. Every company and travel site has different methods for determining star ratings. At Hotwire, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. We want our customers to understand and trust the Hotwire brand. To ensure this, in addition to using other travel sites to rate our hotels, we determine our star ratings by:

* Soliciting customer feedback following every stay and adjusting our ratings accordingly

* Visiting thousands of properties each year

* Investigating and acting upon customer star-rating concerns

 Based on my findings, you are eligible for a full refund. To claim your refund, please contact Hotwire Customer Care at 1-866-HOTWIRE (468-9473). I have attached a note to your reservation instructing any associate you should reach to process the refund with your permission. Please ask the agent you reach to look for my note and you will not encounter resistance to your refund request.

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

 Best Regards,


Amy L. Monfils

Customer Care Relations

Hotwire Corporate Office

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