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November 28, [redacted] In response to Revdex.com case number [redacted] , Hotwire itinerary [redacted] Dear ***, Thank you for providing additional informationI understand you are dissatisfied because of not receiving the refund of the difference in rates between the Hotwire booking and your alternate hotelAs such, you are requesting for that refund to be processed Upon review, I confirmed a refund of the difference was not issued because our research team received only the receipt showing the resort fee charge at the hotel you booked for the first night To review this further, kindly send the final receipt showing the total amount you paid at the first alternate hotelYou can send this to [redacted] as an e-mail attachment Once reviewed, we will contact you as soon as possible Should you have further questions, you may also call and leave a message at (415) – [redacted] We are open Monday to Sunday from 7:AM to 9:PM PST We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 10, 2015/09/20) */ September 20, Revdex.com San Francisco Bay and Northern Coastal California - Hotwire Vacations Complaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a refund requestWe understand Mr [redacted] is requesting a refund for a car rental Our records indicate on August 27, the customer reserved a compact car through Thrifty Car Rentals to be picked up in Orlando, Florida on August 28, and returned on September 1, Mr [redacted] called in to upgrade to a larger vehicle and a Hotwire agent upgraded the vehicle to a midsize SUV, however the customer was in need of a full sized SUV to hold seven passengersHe is requesting a refund of the additional fees charged by Thrifty Rentals charged for providing the full sized SUV Our records further reflect that this matter was resolved on September 1, when Hotwire processed a refund in the amount of $back to the customer's original form of paymentThe amount of time it takes for the credit to be available in his account depend upon how quickly his bank processes refunds It is never Hotwire's intention to inconvenience our customers and we apologize for the inconvenience this matter caused We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ August 10, [redacted] River Road [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX and XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental bookings with Hertz, scheduled for piin San Antonio, Texas on July 29, We understand that you were dissatisfied with your bookings, as the total charged was higher than the estimate provided at the time of bookingWe regret any concern this [redacted] have caused With Hotwire there are two different types of rental car rates, prepaid and standardThe reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counterAs there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided To better understand why there was a difference in your totals, we contacted Hertz directly and spoke with [redacted] She advised us that for your reservations (listed singly) the daily rate booked with Hotwire was honored at $per dayAs your reservation was for four days, the total daily charge was $The taxes for this booking totaled $37.32; additionally there was a $energy surcharge fee, and a $per day license fee ($total)There was a loss damage waiver that you opted to include at the time of pifor which you were billed $The loss damage waiver would explain the difference between your Hotwire estimated total and what you paid to the rental agencyWith regard to the taxes and fees, Hotwire provides an estimate at the time of booking, the actual taxes and fees paid [redacted] differ slightly from the tax-recovery estimate, depending upon the rates, taxability, etcin effect at the time of the actual use by you, the customer We hope this addresses any concerns you [redacted] have had regarding your rental with HertzIf you have any additional questions or concerns, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage loss waiver you quoted was less than the actual price Final Business Response / [redacted] (4000, 9, 2015/08/18) */ August 18, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX & XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental bookings with Hertz, scheduled for piin San Antonio, Texas on July 29, We understand that you were dissatisfied with your bookings, as the total charged was higher than the estimate provided at the time of booking, due to the cost of the optional Auto Insurance purchasedWe regret any concern this [redacted] have caused At the time of booking Hotwire offers for your consideration Rental Car Damage Protection from our third-party provider, Allianz Global AssistanceIf you choose to purchase this policy, Alliance Global Assistance will collect the funds at the time of booking for the coverageTheir rate is $per day, for the type of reservation you required This policy was not purchased from Allianz Global Assistance, but from Hertz at the time of the rentalHotwire does not provide any information about the items added on at the time the car is picked up, because they vary by car partner and locationThe coverage and cost should have been explained at the counter when you agreed to make that purchase These additional services and features are not included with your original Hotwire car reservation, and are billed directly by the car rental agencyIf you did not request these services or features, I would recommend you dispute the charges directly with the car rental companyYou can reach Hertz at XXX-XXX-XXXX Based on the information above, we are unable to honor your request for a refund We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because: My address associated with my financial institution account used to attempt to make reservation was provided via your websiteThe information was accurate and correct, I continued to receive error messages even after speaking with of your customer service representatives on March 14, at approximately 9:15pm and March 15, at 4:15amWith the transactions representing the multiple attempts to make a reservation per customer service since they no longer have can make over the phone reservations Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ June 16, [redacted] S [redacted] Ave [redacted] XXXXX RE: Revdex.com Case # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Aladdin Hotel in Miami FloridaSpecifically you are stating that you did not get 38% off of the hotel that was bookedAs such you are requesting that we provide compensation so that the total savings for the reservation would be 38% off of the rate offered by the hotelWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Advertisements on Hotwire.com can state "Up to 38% off"When this happens it means that you are saving up to 38% off of the median rate in that area for hotels of the same star ratingWe understand that you do not remember seeing "up to" on the advertisement but it was there if a % off was given before your reservation was complete Here at Hotwire we are so confident that we have the best rates available we provide you with our Low Price GuaranteeThis means that if you find a lower rate for an identical booking with the hotel or any of our competitors within hours we will match the lower rateOur customer care agents looked up rates on your behalf and found that our rate was indeed the lowest available but advised you to call in if you found anything lower Based upon the information above and your previous correspondence with our customer care agents, we will not honor your request for a refund or any other form of compensation in regards to this savings disagreementWe regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ November 3, [redacted] Road [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 Value Inn Cedar CityI understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectationsAs such you requested for a credit or a refund At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review After reviewing your account, I confirmed that you contacted us to raise your concern on October 11, 2015, the same day as your check-outOur customer service representative contacted the hotel and spoke to ***, who indicated there were no complaints made directly to them Regardless, we added Hotdollars to your account under [redacted] @gmail.com for the inconvenienceYou can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels and Hot Rate(r) Cars With the above information, I feel that the $HotDollar credit is adequate to your situation and am unable to provide your request for a refund 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 / [redacted] (3000, 7, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire's investigation started and stopped with speaking to *** [redacted] only answers the telephone for Lake View InnOtherwise he has NO affiliation with the Inn nor does he know anything about the night my children and I survived thereThe investigation was more than inadequateThey should be ashamed At Hotwire they say, we guarantee customers a clean and comfortable stayWith bugs on the carpet, no blankets or towels, with hair on the sheets and mice running around, I can testify that we did not have a comfortable and clean stay thereIn fact it was scary Final Business Response / [redacted] (4000, 9, 2015/11/22) */ November 22, [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 in Lake George, New York I regret you remain dissatisfied with your Hot Rate(r) HotelYou indicated that the cleanliness of this hotel did not meet your expectations as you also found mold during your stay I apologize for the frustration and inconvenience this situation caused and appreciate you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect Regardless of star rating, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms In reviewing your situation, I confirmed that a contact to the hotel was made to verify the situationWe spoke with [redacted] from the hotel's FrontDesk and he confirmed that there was no complaint brought to their attention during your stayBased on this information, we feel that the HotDollars credit is an appropriate compensation We remain confident our business model is meeting the needs of our company's goalsBased on the information above, my decision has not swayed Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with [redacted] and he told me he just answers the phone and the motel was closed for the seasonHe had no knowledge about our stayI feel Hotwire did not research this wellIf their business model is for people to have a clean room, then they failedI called as soon as I could to complain and I feel Hotwire response inadequate

June 23, [redacted] In response to Revdex.com Complaint [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with [redacted] I understand you are dissatisfied with your recent booking as the pet fee was not disclose at the time of bookingAs such, you are requesting a refund of the pet fee Our records indicate that you booked a Hot Rate® hotelIn Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersIn exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as bookedFor this reason, Hot Rate bookings are non-changeable and non-cancellable.At Hotwire, we strive for clarity during the booking processOn the final billing page, we present a bulleted list of Hotel Rules and RestrictionsWithin those restrictions the following statement is provided: “You'll pay the hotel directly for additional charges, like room service or resort fees.”Please be advised, the statement above does not limit to room service or resort fees as those we’re just an examples of fees that the hotel may charge their customers at the time of check-in Additionally, our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated feesThis would break our agreement with our partners to keep them anonymous until the booking is completedOn the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the “Book Now” button you are accepting the Terms of Use.Based on the information above, I am unable to honor your refund requestWe appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ July 15, [redacted] Way [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Super GoletaSpecifically, you are claiming that we have not provided you with the refund that was offeredAs such, you are requesting that we provide you with the remainder of the reservationWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns While looking into itinerary XXXXXXXXXX it was found that you have been provided with a full refund totaling $If you have not received this refund in full at this time we encourage you to check with your financial institution to see if the portion of the refund you do not see is being held by them As stated in the information above, we have already provided a full reservationWe regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 19, [redacted] In response to Revdex.com Case number XXXXXXXX Hotwire Itinerary number XXXXXXXXXX Dear ***, Thank you for the taking the time to inform us thru the inquiry to Hotwire through the Revdex.com regarding the star rating of the hotel reservation that you have with the BEST WESTERN PLUS atNorth Lake Powell Boulevard Page, Arizona I understand your dissatisfaction stemmed from the information that you have regarding the star rating of your hotel is not what it appeared to be as you were given a hotel with a star rating instead of a as per what you were expecting to be given After a thorough study concerning your issue, we can confirm that this was an agent error, we will be refunding your account for $249.86,and this decision takes effect on Oct.19, We will issue your refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will post to the accountPlease allow 1-billing cycles for the credit to appear on your billing statement before contacting us in regards to this refund, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for the refund process We apologize for whatever inconvenience this misinformation has caused you while we appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Hotwire Corporate

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ August 6, [redacted] Drive [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 Better Business Bureau, regarding your booking with the La Torretta Lake Resort & Spa in Montgomery, Texas on July 14, We understand that when you arrived the hotel was unable to find your reservationAs such you are seeking a full refund for this reservationWe regret any inconvenience this [redacted] have caused this situation [redacted] have caused First I would like to say that here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe have recently had a higher than expected call volume, and this is driving long wait timesWe have noted your concerns and are working to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns When you were able to reach us by telephone on July 31, 2015, our agent was able to verify the hotel did not process the reservation in a timely mannerThe reservation has been refunded in fullHotwire processes the refund immediately, although it [redacted] take 1-business days for your bank to receive the transferPlease follow up with your financial institution to determine when the funds will be posted to your account In addition, HotDollars were applied to your account, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel A separate email has been sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on July 30, We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received full refund

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ July 20, [redacted] Hills, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX, XXXXXXXXXX Dear MS, [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Grand Hyatt WashingtonWe understand that you needed assistance with regard to a coupon code, and had difficulty getting through to our Customer Care lineWe regret any frustration this [redacted] have caused With regard to the coupon code, our records show you were able to apply a discount code to the original bookingThe added night of the reservation was not eligible to apply a discount code, as it was an extension of the original booking 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 timesWe also want to apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, [redacted] XXXXX RE: Revdex.com #XXXXXXXX Itinerary #XXXXXXXXXX Dear [redacted] ***: Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your hotel reservation at the Park Inn by Radisson Toronto-MarkhamWe understand your dissatisfaction as you have found negative reviews from previous guests on other sitesAs stated in your letter, you are requesting a refund for this reservationWe regret this situation has caused any inconvenience for you Here at Hotwire we take customer feedback very seriously, which is why we provide post stay surveys any time you stay at a hotel through usThese surveys are then used to calculate our ratingsHowever, we are unable to refund based on other website's reviews, as it is required to give the hotel an opportunity to provide a star experienceIf there is any issue the hotel cannot resolve at the time of your stay, we ask you call our hour customer care immediately at 866-HOTWIRE (XXX-XXXX) In exchange for guaranteeing our partners the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesOnce we confirm a reservation, the booking details and our payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable The insurance that was purchased is provided by the third party Allianz Global AssistanceA summary of the coverage is provided clearly before adding it to the booking, as well as a link to the full terms of use and conditionsThe summary states: "Get reimbursed up to 100% for your non-refundable, prepaid cancellation costs and penalties if you have to cancel plans due to covered illness, injury, job layoff, and moreThis coverage also offers 24/support." Based on the information above, we will not be providing a refundWe hope you enjoy your stay, and are pleasantly surprised with your experienceWe look forward to serving your future travel needs Sincerely, [redacted] Corporate Customer Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ July 20, [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 Better Business Bureau, regarding your booking with the Clarion Inn MtPleasant - CharlestonWe understand that your daughter's school schedule has changed, and you would like to cancel the reservation for a full refundWe regret any concern this [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 soldOnce 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 notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditions In consideration of the above information, we are not able to honor your request for a refund We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with Hotwire's response at allAs outlined and described in my original complaint it is morally wrong and extremely poor customer service for this business to take a my money for a service that I am not able to use due to circumstances beyond my controlI will be seeking legal action against Hotwire and will also be contacting the FTC to report this company for unfair trade and business practices Final Business Response / [redacted] (4000, 9, 2015/08/01) */ August 1, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Clarion Inn MtPleasant - Charleston on August 1, in Mount Pleasant, South CarolinaWe understand that due to a change in plans you are seeking a cancellation for this Hot Rate(r) hotel reservation, and seeking a full refundWe regret any inconvenience this situation [redacted] have caused At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally soldHotwire prepays for this reservation at the time of bookingOnce 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 notHotwire explains at the time of booking that all bookings are final with no refunds, changes or transfersWe ask you to confirm you have read and understand this in order to complete the bookingA review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking In consideration of the above information, we are not able to honor your request for a refund We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This explaination from Hotwire is unacceptable to meIt is unethical to take a customers money as payment for services that were not renderedI will be contacting my states Attorney General's office to file a official legal complaint against Hotwire for unfair business practices

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ August 19, [redacted] X [redacted] Blvd [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Cedar Springs Motel on August 2, in Georgetown, OntarioWe understand that you are seeking a full refund for this reservation because you felt the property was not two star caliber, and felt the room was uncleanWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concernsCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect When searching for a hotel on the Hotwire site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 2-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservationWe also disclose that we work not only with major chains, but with independent hotels of a similar caliber In these collections there are several different property typesOne type is a "motorist's hotel" or "Motel"This was a term used to indicate a hotel with ample parking (usually free), and typically found along the major highway and interstate systemsInitially, motel rooms had doors that faced the parking lot, making coming and going especially easyToday, this [redacted] or [redacted] not be the case, as some motels now have inward-facing doors that connect to common areasThey provide a number of other services or amenities, such as on-site restaurants, swimming pool, complimentary breakfasts, and/or free parkingRegardless of what property you book, Hotwire works with all our partners to ensure you have a clean room in working order We contacted the hotel, on August 2, during your stay, and again on August 3, They regret you did not make your concerns about the condition of the room known during your stay and allow them the opportunity to make things right for youThey did say they explained to you they are a two star hotel At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable Based upon the information above, we will not be issuing a refundWe regret that your Hotwire experience was anything less than exceptional For future reservations, if having a smoke free room is important, you can filter the search to include only properties offering smoke free roomsDuring your Hot Rate(r) Hotel search, we show the amenities offered by each hotel on the search results page and the hotel's details pageYou can use the filter along the top of the search results to see only hotels with a specific amenity or click the 'See All Amenities' link next to the rate you are interested inThis allows you to choose the hotel with the amenities to best meet your needs We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi [redacted] , Thanks for looking into this matter for meI understand that the hotel informed Hotwire that my concerns were not made known However, my first point of contact had been the hotelI informed the hotel shortly after entering the room with the complaints I have listed in my earlier communication to you through the Revdex.comIn addition, to clarify, it was in response to my complaints that the hotel explained that only some of their rooms were two-starThey then informed me that all the two-star rooms were fully booked that night and the room I received was not one of the rooms that were "two-star" to try to justify the conditions of the roomAfter telling me this, they told me there was nothing more they could do for me and to contact Hotwire - which I then did I cannot prove directly that I spoke to the hotel regarding my complaints, but it would make sense that they would talk to me about the two-star rooms only if I complained to them about the cleanliness and quality of the room I receivedI can, however, provide call records to prove that I did call Hotwire shortly after checking in and complaining to the hotelIt looks like the hotel has not been entirely truthful to Hotwire or me I also understand that the hotels listed as examples for the Hot Rate program are not guaranteedHowever, I think it is reasonable to expect a similar level of cleanliness and quality amongst hotels in the same star ratingIn any case, I believe that all of Hotwire's hotels should provide a clean and mould-free room for its guests Based on this information, please reconsider my request for a full refund as no alternatives were offered when I contacted both the hotel and Hotwire during my reservation regarding these complaints and any possible alternatives Thank you for your consideration Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/27) */ August 27, [redacted] X [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to further address your concerns as sent through the Revdex.com, regarding your booking with the Cedar Springs Motel on August 2, in Georgetown, OntarioWe understand that you are seeking a full refund for this reservation because you disagree with the hotel star rating and felt the room was uncleanWe regret the frustration and inconvenience this situation created Here at Hotwire we determine Star Rating by first incorporating Expedia's star rating for the hotel, and then we adjust the rating up or down based on direct customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotelWith this particular property we have received reviews back from our customers who have helped determine our star rating I called the hotel and spoke with them directly and found that no complaints were recorded in the log for the night of your stay, I also reviewed your account and saw that the original agent you spoke with and the Supervisor both called the hotel and verified that there was no condition of product complaint issued, just a star rating concern Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based upon the information above, we will not be issuing a refundWe regret that your Hotwire experience was anything less than exceptionalWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi [redacted] , Thanks for looking into this complaint for meCould you possibly look into the call recordings? I did complain to the hotel regarding the cleanliness of the room and after being told there was nothing they could do, I then contacted HotwireI remember when I spoke to the Hotwire representative that night, I mentioned that the hotel said there was nothing they could do regarding our complaint and to contact HotwireI specifically mentioned that the room was not clean, had stained furniture, old sheets, and had a humid/mouldy smell Thank you Regards, ***

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ October 27, [redacted] PO Box [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Hotel Pigeon ForgeI understand you are dissatisfied with your recent hotel reservation, specifically with the hotel's locationYou are claiming that the location of the hotel was too far from your desired location, hence you are requesting for a full refund At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot-Rate HotelsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveller Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking pathThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Heraklion, Greece"I assure you the Arolithos Traditional Cretan Village is located within the green shaded map defining that area The distances mentioned on our Web site are derived based on straight-line measurementWhile the straight-line distance for "shortest time" is within miles from the "city center", the driving distance from point A to point B [redacted] be farther awayPlease note the "city center" is indicated on the map linked from the search results page with a red pinThe distances displayed on our site during the booking process were calculated from this red pin We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and are therefore unable to refund Hot Rate reservations Based on the above information, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is unreasonable to expect a customer to understand a map to a place he or she has never beenOn top of that, the hotel is at the very edge of a green area Hotwire labels as Heraklion This is a matter of trustWhen a customer looks to book a hot-rate hotel, the customer expects hotwire to provide something reasonably in the requested locationI was unable to stay at this hotel because it was too far awayThere were no buses, and I was unable to rent a carEven the hotel website does not advertise itself as being within HeraklionYou are deliberately misleading people, offering them "reduced rates" that are no bargain at all because they are so far outside of the desired locationA foreign traveler who has never been to a location, cannot reasonably be expected to study your map before when you pull your scam of enticing them with your 'hot rate" Final Business Response / [redacted] (4000, 9, 2015/11/16) */ November 16, [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 regarding your reservation at the Arolithos Traditional Cretan VillageI regret you remain dissatisfied with your Hot Rate(r) Hotel reservation, as you do not feel we provided adequate information pertaining to our mapped area prior to bookingAs such, you are again requesting a full refund We strive for clarity during the booking processTo ensure this we provide a link to a map relaying the various areas we service based on the location the customer searchedUpon selecting a Hot Rate(r) Hotel property, we provide a map on the hotel details page specific to the area selectedIn addition, information regarding location is accessible in our Help CenterA link to our Help Center is located on the top of every page on our siteIn our Help Center under "searching and booking" we address such questions as " Why can't I see the name of the hotel or the street address until after I book?", " How can I find a hotel in the neighborhood where I want to stay?" and " How do I use the interactive map to help me find hotels?" Finally, In the event a customer has any inquiries prior to booking it is recommended to contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24/and are dedicated to answering any questions you [redacted] have before or after you make a reservationAs such, we remain confident we provided a sufficient amount of avenues of obtaining information regarding location and our map functionality prior to booking On the final page of the Hot Rate(r) Hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: All bookings are finalNo refunds, changes or transfersYour account will be billed for the full amount when you bookAfter you book, the hotel's name and address will be revealedHotels will require a credit card when you check in; debit cards [redacted] not be acceptedYou'll pay the hotel directly for additional charges, like room service or resort feesRooms will sleep the number of guests, but bed types and sizes aren't guaranteedSometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available Based on the information above, my decision has not swayedI am unable to honor your request for a refundOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution of "you did not read the fine print." You write "We strive for clarity during the booking process.," then your hot-rate should state "your hotel [redacted] be up to km from your desired location and there will be not public transport there." It again, for an international destination where one has never been, it is unreasonable to expect a traveler to study the distances on your mapThis hotel is on the very edge, as far possible as can be from HeraklionIts own website and address are not HeraklionYou marketed it and sold it as a hotel in HeraklionThat is deliberately misleading, whatever the fine print [redacted] say Incidentally, complaints to this effect are legion online: http://www.consumeraffairs.com/travel/hotwirecom.html https://www.trustpilot.com/review/www.hotwire.com Its not just about $(not a huge amount by international travel standards), but a matter of principleYour practices are not done in good faith and in a matter of trust

April 6, &n*sp; [redacted] E Euclid Pl [redacted] CO [redacted] &n*sp; In response to [redacted] Complaint ID [redacted] 7, [redacted] Itinerary [redacted] &n*sp; Dear [redacted] , &n*sp; I am writing in response to your additional correspondence with [redacted] and the *etter *usiness *ureau regarding your hotel reservation with Extended Stay America - Denver - Tech Center – CentralI regret you remain dissatisfied with the information we provided &n*sp; As previously mentioned, your refund was processed in fullTherefore, [redacted] no longer has your funds and will not process any additional refundsIt is *est for you to work this with the card provider moving forward &n*sp; We appreciate your *usiness and regret your [redacted] experience was anything less than exceptional &n*sp; *est regards, &n*sp; [redacted] Customer Care Relations [redacted] Corporate Office &n*sp;

Complaint: [redacted] I am rejecting this response because:For the same reasons as cited previously Misrepresentation was not a result of delay as I checked several times over a period of time to determine if it was simply a delay The representation never changed On information and belief, I do not believe any customer used that link to book the Executive Hotel de soleil and I believe it was a misrepresentation of fact designed to induce customers to book through the linkThat belief is consistent with my experience and the information I obtained when I looked further into the issue Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 19, [redacted] Avenue [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I understand you are dissatisfied with your recent Retail flight bookingAfter booking, you called Hotwire Customer Care to request a change to your return date As you booked a Retail Fare, you are able to cancel the ticket and use the value toward a future Virgin Air Lines flightThis value can only be used by the original passenger [redacted] the ticketTo use the ticket in the future, Virgin will assess a $change fee plus any applicable fare increaseChange fees and fare increases are paid directly to our airline partnersWe are unable to complete an exchange without collecting these moniesTo exchange this reservation, you [redacted] contact Hotwire Customer Care directly at 1-866-HOTWIRE (XXX-XXXX) As per reviewing your account, one of our flight specialist left voice mail for us to process a re-bookingI suggest to please contact us directly at the phone number provided abovePlease be ready with the new travel date, call back time and best number to callAs our flight specialist will call you back at the time specified as the best time to reach you 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 / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm pretty sure this person did not even read my claimI am NOT requesting a "change to my return date." as he has statedI am requesting my money that I was supposed to receive toward another flight from a pervious cancellationFurthermore, I stated that I had spent over hours on the phone with hotwire customer care, and Van gave me the same hotwire hotline number that has provided me no help in the past Final Business Response / [redacted] (4000, 9, 2015/11/10) */ November 10, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I regret you remain dissatisfied with the handling of your situationI understand you are requesting for refund Hotwire services two types of flight reservations: Hotwire Hot Rates and Hotwire Retail RatesAfter reviewing your account, I confirmed you booked one of our Retail RatesPer Virgin America current rules and restrictions, Retail Rates [redacted] be voided within hours of bookingThe ticket is on refundable can be cancelled, or exchangeHowever terms of use apply that we cannot refund the money An airline credit will be held for the original passenger [redacted] for future travel with Virgin AmericaThis credit must be used before December 1, When the credit will be used, the airline will charge a change fee of $per ticket, as well as any fare difference per ticket Based on the information above, I am unable to honor your request for a full refund Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, I was not asking for a full refundI have been continually asking for a credit from a previously cancelled flight since September 15thI have been offered the same repeated response that does not match the information I have provided, or actually provide me with the proposed creditWhere is my credit? It is not in my accountI have been trying to use the "credit" since September 15thDecember 1st is approaching fast, and I have not received it to be able to use it towards a Virgin America flight as stated multiple times

The date I enter in my original complaint was a mistypeI spoke with Hotwire's customer service repson March 18, not March 19, My booked stay with Express Studios was book for March 19, - March 20,