Hotwire

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meHowever, the business was extremely difficult to work with and held up this refund for over two monthsThey continually gave differing information to me and their staff and management was patronizing and condescending in handling this matter with a consumerA reservation was booked without my consent, yet their response was simply to state that the booking was clearly stated as non refundableI did not book the reservation, therefore I never consented to the terms and conditionsThey showed an utter lack of understandingFurthermore their policy of sending personal information as documentation is invasive of personal privacyThe parents of the child who booked the reservation were uncomfortable with providing highly sensitive personal information across the internet to a generic customer service emailI would advise others that hotwire is extremely unprofessional and lacking in any element of customer service.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: to sleep in one bed with close relative is not appropriate, two bed room should have been provided at no costYou forgot to address "free breakfast" option included in price: coffee to go is not a free breakfast, you must exclude this hotel from group which offer true free breakfastAlso, take a look at tripadvisor ratings, they are fake, read positive reviews and you will know that it is written by one person Sincerely, [redacted]

Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offeredAs previously advised, on May 5, 2016, Hotwire did contact JetBlue, they advised the customer contacted them on the day of travel to request a later flightThe airline advised the customer of the change fee; however the customer declined and was marked as a no showJetBlue has marked the ticket as a no show and has advised the ticket has no value on itJetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Since the ticket has no value on it, Hotwire considers this matter as closedWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ June 4, [redacted] XXXXX [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental reservation with Hertz that was scheduled for piat the McCarran International Airport (LAS) on [redacted] 24, We understand this reservation was booked for the wrong dates, and you wished to handle this matter via email, as your vocal abilities are currently compromisedWe regret any inconvenience or frustration this [redacted] have caused For the security of your personal information, we require these issues to be handled by phoneUpon review of your account, I see that our representative has contacted you via email on June 3, 2015, offering an exception to this policy, and requesting that you respond with your written permission to refund the reservation We appreciate your business, and regret that your experience with Hotwire was anything less than excellent Sincerely, [redacted] Hotwire Corporate Customer Relations

March 10, Br [redacted] HI [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with The Tuscan - A Noble House HotelI regret you remain dissatisfied with the previous information we provided Please understand, since there were no contacts made to Hotwire, our option is to contact the hotel to confirmThe information we previously provided was the details provided by the property In addition, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we use Expedia’s rating system and only downgrade based on customer feedback I also read numerous reviews online pertaining to the propertyI found the most reviews were favorable citing the hotel’s friendly staff, cleanliness, location and quality Based on the information we have, or decision to not refund your reservation remains finalFor the experience, I applied HotDollars to your account under [redacted] @gmail.comOne HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars, valid for a year We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: I want to speak with someone that is not part of the call center overseasMy biggest issue is the treatment I received from your employees at the call centerThe amount of frustration your people put me through at a difficult time is not acceptable in any wayI am more upset at the incompetence of your team and the bad treatment I received than the extra two days of rentalThe whole experience felt like a bad business practiceIt was as if no one wanted to help me with my situation and everyone was transferring the call from one area to anotherI felt mistreated and misled by your company when I was told that in your website under the fine print it said that I needed to provide a police report for refundsYour employee told me to go there and look for where it said that specificallyI don't approve of your business practice, maybe you should review the calls! Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/08) */ August 8, [redacted] E [redacted] Street [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 Enterprise rent a car on [redacted] 22, We understand that you needed to cancel the Hot Rate car booking due to an emergency issue with your dogAs such you are seeking a full refund for this reservationWe regret any frustration this situation [redacted] have caused 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-changeableHowever, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstancesWith this in mind we do draw the line in this type of case needing the person with the medical condition be related to you by blood or marriage 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] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) In reply to Hotwire's statement "medical condition be related to you by blood or marriage" I don't quite understand what they meanIn "my case" the complaintant is "me"I guess one could say I am related to myselfIn any case I was the one which reported cancellation due to my medical emergency Also, when I made the initial reservation on the telephone I was never informed "at the time that" my reservation was non refund able Final Business Response / [redacted] (4000, 9, 2015/08/16) */ [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking with Enterprise rent a car on [redacted] 22, We understand that you are requesting a refund for the reservation that was unused due to an emergency with your canine companionWe regret any frustration this situation [redacted] have caused After reviewing the booking details, It has been determined that this reservation was made online and not by one of our customer service representativesOn the final booking page before the booking will finalize and payment is taken you must agree to the terms of use which read: This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees You can add drivers at the counter for a charge Rentals are held hoursIf the airline changes your flight and you can't pick up your car with hours, you can cancel it once we verify the change The agency requires a credit/debit card in the driver's name for depositThe amount varies and can't be used on your card until you return the carTo use debit, the agency requires proof of a round-trip travel ticket Pick-up/drop-off must be the same location Driver must be present and bring ID At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as madeOnce a reservation is confirmed, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable Based on the above information we will not be offering a refund for this reservationOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire Sincerely, [redacted] Corporate Customer Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I MADE MY INITIAL RESERVATION BY "TELEPHONE''There was no mention that my reservation was nonrefundable at the timeWhen I received via email my confirmation the next day, I informed Hotwire that I had a medical emergency and did not require their services because I could not go to the airport and pick up the carThey disregarded my requestPlease proceed with my public complaintHotwire is stubborn, stingy and not considerate of emergency cases

Initial Business Response / [redacted] (1000, 7, 2015/08/07) */ August 7, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hotel Maya-A Doubletree Hotel, on October 24, in Long Beach, CaliforniaWe understand that you are dissatisfied with your reservation, as you do not agree with the 4.0-star ratingAs such you are seeking a full refundWe regret any concern this [redacted] have caused We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basisGiven these factors, the Hotel Maya-A Doubletree Hotel is listed as a 4.0-star hotel on Hotwire At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect I have researched the hotel availability on Trivago, and confirmed their lowest rate is $USD pre-taxThis is significantly more expensive than the $USD pre-tax cost charged by Hotwire 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 supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable Based on 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, 9, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , It is with my disappointment I'm responding to your noteHere is why: We have been using your services for many years (please, check the account history) in this VERY competitive and extremely lucrative internet travel business as hard cash revenue travelersMe and my husband (split bookings) paid for the hotels all over Scotland for nights just this past month of July along, using your website Your response says: I have researched the hotel availability on Trivago, and confirmed their lowest rate is $USD pre-taxThis is significantly more expensive than the $USD pre-tax cost charged by Hotwire First of all, your research was not, by any means, done at the time of the bookingNo doubt about itSecondly, I would not call the difference amount of $SIGNIFICANTYou claim my savings were over 60% and they were not even at 40%, with the numbers your provided yourself Needless to say, I would have expected a different resolution to my complaintPerhaps a credit with HotWire Dollars (understanding that the hotel has already been paid, as per your policy)Or a complimentary room upgrade? It was only a $ USD difference that nightOnly $ USD I am very disappointed and unfortunately, I will never use your services againI really wish your response was different, but now it raised other questions, such as how much of the saving in % actually happens and what are those "recovery and taxes fees are" Final note, YES, there is an INTERNATIONAL accreditation system, all over the worldPlease, go to IATA.com I've been in the National Canada news for over years and I can assure you, it does exist Thank you ever so kindly for your time! Final Business Response / [redacted] (4000, 11, 2015/08/18) */ August 18, [redacted] Re: Revdex.com case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking with the Hotel Maya-A Doubletree Hotel in long Beach, CaliforniaWe understand you remain dissatisfied with our response; and you are looking to get compensationWe apologize for any inconvenience this [redacted] have caused Allow us to further clarify regarding the star rating systemWhile there are general guidelines for hotels to provide certain services s to be considered for each star rating, each website comes up with its own star rating guideThat is why Individual ratings can vary by each siteAs stated before, we get our ratings by starting with Expedia's rating, and then we rely on our customer' feedback to tell what they think the hotel should be ratedThe Hotel Maya has received very positive feedback, including almost 89% of customers agreeing with the rating, and over 91% recommending it At Hotwire, we strive for clarity during the booking processWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationOur Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within hours of bookingWhen you called us on August 3, the agent found that Trivago was charging more than HotwireIn future you can take a screen shot of the lower rate for referencePlease allow us to clarify how the savings promoted on our site is determinedTo 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-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking We apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intentionPlease understand that the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc...) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThat being stated, we retain service fees as additional compensation in servicing a customer's reservationService fees retained by us for our services vary based on the amount and type of hotel reservation We have concluded our research in this situation, and we won't be honoring your request for compensationWe appreciate your business, and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 13, 2015/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for you response I had stated previously that opinions of other customers, who have absolutely no professional expertise within the travel industry, means nothing to me! Needless to say, you just lost a very long time, loyal client With absolutely no regards, D [redacted]

March 10, [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Kill Devil Hills--Days Inn - Oceanfront / Nags HeadI understand you are dissatisfied because of not being able to cancel your bookingAs such, you requested a refund Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as booked I understand that your plans may change and that is why we strive for clarity during the booking processOn the final billing page which is the same page you enter you billing information, we present a bulleted list of our Hotwire’s Rule and Restrictions and Terms and ConditionsWithin those restrictions the following statement is provided: “All bookings are final(No refunds, no changes)” The insurance offered during the booking path is Trip Protection offered by Allianz Global AssistanceTrip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weatherHotel Protection does not offer coverage for change of plans due to non-emergency situationsPrior to adding Trip Protection on our site, Allianz Global Assistance provides a link to their Terms of UseThis provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ July 16, [redacted] Drive Apt [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Crowne Plaza Hotel Atlanta for July 21, We understand that you do not agree with the star rating and are requesting a refundWe apologize for any frustration this [redacted] have caused As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stayBased upon surveys completed, our customers have rated the condition of the hotel a 4.0, room cleanliness score of 4.0, and a quality of service scoreWe are confident that our star rating is correct for the Crowne Plaza Hotel Atlanta Regardless of Star Rating, we do expect our hotel partners to provide a clean and safe roomIf your room does not meet these specifications and the hotel is not able to work with you, please contact our hour customer service team at 800-HOTWIRE (XXX-XXXX), so we can work with you so we can find a solution Based upon the previous information, we will not be changing the hotel you are at or honoring your request for a refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations

I am not looking for financial reimbursementsI am unhappy with the service, and they have yet to contact me about the investigation of what I was told over the phoneI need to reopen this case

Initial Business Response / [redacted] (1000, 5, 2015/08/22) */ August 22, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with Omni Providence Hotel on August 29, in Providence, Rhode IslandWe understand that you are asking about the star rating for the property, and you have questions about the fees associated with this reservationYou are seeking to cancel this reservation for a refundWe regret any inconvenience caused by this situation As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, Omni Providence Hotel is listed as a 4.0-star hotel on HotwireI have verified this property has a star hotel rating on TripAdvisor.com, Expedia.com and Trivago.com as well The cost of your hotel booking charged by Hotwire is the total of: the indicated room rate multiplied by the number of days in your reservation, plus an additional amount for taxes incurred and our service fees to cover costs associated with your booking your reservationsWe are unable to provide a more detailed breakdown of taxes and fees but Hotwire displays the total cost of your reservation before booking to assist you in making a selecting a hotel Prior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of UseIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price that was listed for your review; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services At Hotwire, we obtain our deeply discounted 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 supplierFor this reason, reservations are booked as non-refundable and non-cancellable Because of the above information, Hotwire will not be refunding this reservation Hotwire guarantees our customers will have a clean and safe 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 at 1-866-HOTWIRE (XXX-XXXX) XX hours a day, seven days a week, so that we [redacted] work to make the situation right for you We appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand why they have the policy they have, but I do not like it and I will not be using Hotwire again

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ October 24, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @gmail.com Dear ***, I am writing in response to your inquiry to Hotwire regarding fraudulent transactionsI understand you are seeking more information regarding recent transactions as well as requesting Hotwire to cancel all recent reservations Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management department is specially trained to handle these sensitive issuesIf a customer feels a fraudulent booking took place, we provide a service permitting a customer to file a fraud report for further investigationThat being stated, submitting a fraud report does not prompt a refund of the bookingRather, it notifies our Risk Management team potential fraud has occurredAny request to be reimbursed for the unauthorized charge must be done through the customer's financial institution Based on the details provided in your complaint, I wasn't able to trace booking under your emailIf you would like to file a fraud report, please contact Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

March 17, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with AdvantageI understand you are dissatisfied with your car booking as the rental agency did not honor the unlimited mileage that was advertised at the time of your booking As such, you requested a refund of your Hotwire booking and the difference in rates between it and your alternate car booking We apologized for the inconvenience this has caused you, this is already a known issue at Hotwire and was already fixed We are more than happy to honor your refund requestPlease send us the copy of your alternate car rental’s final receipt for our recordsOnce received, we will review and process your refundYou may reply attach it to your correspondence or you may send an e-mail attachment to [redacted] We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

October 4, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® Hotel reservation with Holiday Inn Express San Diego SeaWorld Beach AreaI regret you remain dissatisfied with our response We apologize for the initial response as we have confirmed that the refund will be processed via checkPlease expect a check will be mailed to the address we have on file Again, our apologies for the inconvenience this has caused you We appreciate your business and regret your Hotwire hotel 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

February 14, [redacted] *** In response to Revdex.com Complaint ID [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Hyatt Place Denver Cherry CreekI understand you are dissatisfied with your recent booking because you did not receive a suite room as you indicated the property was advertised as "All-Suites"As such, you are requesting a full refund 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 clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needsIf an amenity is listed, customer can expect it in the hotel Upon investigation, I confirmed the amenities we listed at the time of booking were: Free breakfast, Free parking, Free Internet, Pet friendly, Smoke-free rooms, Fitness center, Restaurant(s), Business center, Internet access, Accessible for visually impaired, Accessible for hearing impaired, Accessible path of travel, In-room accessibility, Wheelchair accessible, Accessible bathroom, Accessible parking, Roshower As the amenity list does not indicate you booked an All-Suite hotel, we are unable to validate your claims In order for us to review further, you may send us a dated screenshot showing that you booked an All-Suite hotel You may send it as an email attachment to [redacted] The review process may take seven to business days and we will reach out once it is completed 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, 5, 2015/12/04) */ December 4, [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 Better Business Bureau regarding your reservation with New York InnI understand you are dissatisfied with your recent hotel reservation because the condition of the room fell below your expectationsAs such, you requested a full 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 To clearly understand the matter, I further researched the property and found most reviews online were terribleI recognize this situation is less than exceptional and we apologize for the inconvenience this has caused you After further review, I can see that on September 9, 2015, we tried to reach out to let you know that we no longer work with the property due to quality issues where we sent you an email with the offer to refund or rebook your reservationHowever, we did not receive your responseI also confirmed that a contact was only made to us on October 16, 2015, same day as your cheand we have issued a partial refund equivalent to your night stay amounting to $ Based on that information, I am able to honor your refund request for the remaining night amounting to $Refunds typically takes 1-business days and is up to your financial institution as to when the funds will be available for use 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] (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the refund is received I will consider the matter closedI do want however to point out some factual aspects of the responseNo one reached out on Sept 9th to say they were no longer working with that hotel especially since that was the day I booked itI also have all of the emails from and with HotwireI also wish to say that the refund that I previously received was for cancelling the second night which was immediately used to rebook at another hotel

July 25, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent hotel reservation with [redacted] Plus Kansas City Airport-KCI EastI regret you remain dissatisfied with the previous response we provided As previously mentioned, all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedAfter booking, a guest may contact the property directly to ask for a specific bed typeHowever, this will depend on the hotel’s capability In addition, the following information was indicated at the time of booking: “Rooms sleep the number of guestsBed types and sizes aren't guaranteed.” Based on that information, our decision to not refund your reservation remains final At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Escalations

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ June 18, [redacted] XXXXX E [redacted] ST N [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns sent through the Better Business Bureau regarding your hotel reservation at the Days Inn Forrest CityWe understand that you are seeking a refund for this booking due to the star rating of the hotelWe apologize for any frustration this [redacted] have caused There is no universal star rating system; Hotwire starts with the star rating provided by ExpediaWe then adjust the star rating, based on reviews of Hotwire customers that have utilized their reservationAfter further review, we see that this hotel is rated as a star, and we stand firm with our star ratings After reviewing your account, we see that you have been refunded this booking on June 8, Refunds typically take one to two business days to get back to your financial institutionAfter that it is up to them as to when the funds will be availableIf there is any further delay we recommend contacting your financial institution If you have any further questions, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX)We are available hours a day, days a week Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

November 15, [redacted] In response to Revdex.com Complaint ID [redacted] Dear ***, I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservationI understand you found a cheaper rate and would like a billing adjustment In order for us to look into this matter further, please provide us the following information: - First and last name of the Guest - Email address used to complete the reservation Once we receive this information, we will be more than happy to research further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office