Hotwire

Initial Business Response / [redacted] (1000, 8, 2015/10/22) */ October 22, [redacted] Court [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through Hotwire and the Revdex.com, regarding your hotel reservation in Pueblo, ColoradoI understand that your dissatisfaction was caused by the online negative reviews that you have read, as well as the exterior and surrounding of the hotel Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it residesWe allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property I can assure you we take safety concerns very seriouslyBased on your concerns regarding safety issues at this hotel, I further researched the propertyI read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests As such, my decision has not swayed and I am unable to honor your request for a full refund amounting to $We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely yours, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, Hotwire is completely dismissive of my claimsMy experience at the hotel - which was dirty, run-down, felt unsafe, and was easily recognized as what might be called a "roach motel", is dismissed because someone at Hotwire who has never visited the property looked at a few online reviews and supposedly found none where safety was an issue (I suppose they missed the several I found which referenced flimsy or broken door locks)Also, in actuality, MANY online reviews refer to criminal activity in the motel's parking lot- so *on the hotel property*, not the dismissive "in the neighborhood" claimed by Hotwire - and perhaps this is why we felt unsafe getting out of the car or staying in this motel upon arrivalLikewise, it was the *motel property [redacted] which was covered in trash and obviously poorly maintainedThis actually made the motel stand out from the surrounding neighborhood, which had numerous surrounding businesses that were free of similar issuesAnd nearly every online review confirms that the interior of the motel matches the dirty, trashed exterior In all my life, I have never experienced such poor customer service and obvious money-grubbing, particularly from a company I have done business with for a decadeObviously, Hotwire cares more about retaining $than a long-time customerHow ridiculous and unfortunate - and what a terrible business practice! Finally, Hotwire has in no way addressed my claim of deceptive advertisingThis roach motel was advertised on their website as a 2-star property, when clearly by any travel standard it is a one-star propertyIn fact, several websites refer explicitly to this property being the "worst hotel/motel in Pueblo"I therefore continue to demand a refund based both upon this advertising and their guarantee of a "clean and safe" place to stay Final Business Response / [redacted] (4000, 12, 2015/11/11) */ November 10, [redacted] Court [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a hotel reservation in Rodeway Inn Pueblo I regret you remain dissatisfied with your Hot Rate(r) hotel reservationYour dissatisfaction stems from the star rating we provided and the quality of the hotel you gotYou are requesting a full refund, in the amount of $ 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 hotelThe star rating of Rodeway Inn Pueblo was recently evaluatedWe are confident that current 2.0-star rating of this property is an accurate reflection of its overall quality Please be assured, if we downgrade a property's star rating, we will compensate affected customers with upcoming reservations and those who have stayed at the property within the past daysWe do place great value on your feedback and will be sure to forward your comments to our hotel specialists for their next review In review of your account, I talked to ***, one of the front desk agents and validated the room was used and no complaints were brought to their attention during your stay at the hotel Per the Hotwire Terms of Use, all Hot Rate(r) bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditionsAs such our decision remains unchanged, and we are unable to provide any compensation 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, 14, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is factually untrueThe room was not used, as was made clear in previous correspondenceFurther, the front desk staff was talked to on the night in question by Hotwire call center staff, so they were most certainly aware of a "complaint" So, clearly, either Hotwire or the hotel or both have an issue with misrepresentation of the facts in this situation I would request that Hotwire respond in a factually correct manner that is specific to this situation, rather than with a canned letter used for other situations which actually does not fit thus situation

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ September 1, [redacted] XXXXX N [redacted] Pl [redacted] XXXXX RE: Revdex.com #XXXXXXXX Itinerary #XXXXXXXXXX Dear Ms***: Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your Hertz rental at Phoenix Sky Harbor AirportAs stated in your complaint, you have changed your date of travel and found a lower rateAs such, you are requesting to change the rental and book with the lower rateWe regret any frustration this has caused you Upon researching your rental, we found that the reservation booked was a hot rateThe terms of use that you said you read and agreed to before booking state that all sales are final, non-changeable, and non-refundableHotwire does have a Low Price Guarantee, where if you find an identical booking on a competitor's site for a lower amount within hours, we will pay you the differenceHotwire is unable to compete against our own website and our Hot Rates At Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally bookedFor this reason, all reservations are booked as non-changeable and non-refundableThis is all stated in the terms of use you agreed to prior to booking Based on the information mentioned above, we are unable to honor your request of a refundWe appreciate your business and look forward to assisting you with your future travels Best regards, [redacted] Corporate Customer Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ August 17, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your car reservation with Hertz, for August 24, We understand that you are seeking a refund, due to booking for the wrong dates, and upon finding the error you called us back to rectify the issueWe regret any frustration this [redacted] have caused When a Hot Rate car reservation is made, a customer pays Hotwire and in turn Hotwire provides payment to the agencySince our reservations are guaranteed to our partners exactly as they were booked, all Hot Rate reservations are non-refundableThis is to ensure we are obtaining the lowest possible rates from our partnersWe do understand sometimes mistakes are made In this case, due to the other circumstances, we will be able to honor your request for a full refundThe refund does take 1-business days to get back to your financial institutionAfter that time, it would be up to your financial institution as to when the funds will be availableA full refund of $was processed August 17, We regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 12, 2015/11/18) */ November 18, [redacted] St [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 Hotwire and the Revdex.com, regarding your hotel reservation in Econo Lodge Inn & Suites FairgroundsI understand you are requesting to cancel the reservation and get a refund due to personal change of plans On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and HotelsFor Hotels, details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hot Rate(r) Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a feeOur hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundableThese restrictions enable our partners to better manage their unsold rooms After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotelWe 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 supplierRegardless of whether or not the booking was used, we are charged and for this reason, are unable to refund this reservation especially with change of plans 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, 14, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I was told that they could and would refund my moneyThey set up a room reservation in the wrong location and there should be no reason why I can not get my money back for their mistakes

June 1, [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 [redacted] I understand you are dissatisfied with your recent hotel booking because of not receiving a hotel within your preferred distance As such, you requested a full refund Our records indicate you booked a Hot Rate® hotelHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, Hotwire is 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 To better understand your concerns, I recreated your search and selected the area of your choice which was " Itasca, Illinois"Upon selecting the Hot Rate® deal, a page wherein a green shaded map area is providedThis is to give every customers an idea of where their hotel location maybeUpon review, the hotel you received is within the green shaded map defining that area In addition, the distances mentioned on our Web site are derived based on straight-line measurementWhile we ensured straight-line distance to be within the mileage provided at the time of booking, the driving distance from point A to point B may be farther away On 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 UseBased on the information above, we are unable to honor your refund request 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 Business Response / [redacted] (1000, 5, 2015/06/30) */ Revdex.com CASE#: XXXXXXXX DRVXXXXXXX Thank you for the opportunity to address your concerns as sent to the Revdex.com We understand from your prior emails to CarRentals.com and from your comments to the Revdex.com that you would like to have a Pay Now reservation canceled and a refund issued CarRentals.com offers two types of ratesThose, which do not require a credit card to secure, can be canceled or modified at any time without penaltyThe other type is Prepaid or "Pay Now" special, which offers you a discount over current rates, but there are strict rules regarding cancelations or modificationsIn order for you to secure your "Pay Now" reservation, you had to agree not to cancel or modify your reservationIn exchange for the discounted rate, we guarantee our partner that the reservations will be non-refundable Unfortunately, ACE is unable to provide you with a refund but is willing to provide you with a voucher for the full amount to be used within one year of your return date of June 30, This voucher can be used at any ACE numerous locations We are sorry that we are unable to reply more in accordance with your wishes on this occasionPlease be assured that all available details were taken into consideration in the decision made

Complaint: [redacted] I am rejecting this response because:All hotel booking website clearly states the additional charge which consumer needs to pay at the Hotel/Motel etc or include in the total charge during bookingIn case of Hotwire , booking of hotel [not hot-rate] , it does clearly show the additional charges/fee upfront before bookingSimilarly,In case of Hot Rate Hotel, it should have included the additional hotel fee in the rate and thus the consumer would have opportunity to make proper decisionIt never communicated before booking or after booking .Thus in my case if I had known about the additional charges, I would have opted for other competitive hotel or other websites like [redacted] , [redacted] etcHere the additional charge which the hotel/motel would have levied to the consumer was never communicated while booking as well as after bookingThus consumer would only know about the additional charge once they arrive at the hotel and during check inThis is fundamentally flawedImagine going by your rule, Hotel/Motel would levy any additional exorbitant charges during chestating that's their policy and consumer would be taken for rideIn my case,the charges the motel levied to me during chewas stated as "surcharge fee" ..I am still not clear which category it falls under...I am attaching the screen print out of the hotwire page during booking where the bullet points never mentions about the additional charges which I need to pay during checkin..Also attaching the final receipt mailed to me where I have been already charged 22.34$ as Taxes and fees in the total bill and there is no mention about this additional surcharge fee .Thus its fundamentally flawed in case of hot-rate bookingHotwire need to compensate me and correct their process in case of Hot-Rate booking Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, [redacted] XXXX Xnd Avenue South [redacted] XXXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Pier Hotel on July 17, in San Francisco, CaliforniaWe understand that you were charged a different rate than your traveling companion for the same bookingAs such you are seeking a refund for the difference in the ratesWe regret any frustration this situation [redacted] have caused you Your refund has been approved in the amount of $on August 12, and was credited back to Visa ending -used for payment at the time of bookingHotwire completes the refund in one to two business daysAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Thank you for your patience as we completed this transaction, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com & Hotwire for correcting this error

Complaint: [redacted] I am rejecting this response because: I still maintain Hotwire intentionally and grossly misrepresented the product/service I could expect with my booking Sincerely, [redacted] ***

April 21, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® Hotel reservation with Country Inn by Carlson OakvilleI understand you are dissatisfied with your recent hotel booking, as you were charged more than what was quoted to you by our Travel SpecialistAs such, you are requesting to refund the difference in rate and an additional compensation for the inconvenience Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our end As discussed over the phone, we are approving to refund the difference in rate, amounting to $Once we receive the needed information for wire transfer, it will take to business days to process the refundIn addition, please accept our sincere apologies along with HotDollars which I applied to your account under [redacted] HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate® car rentals and Hot Rate® hotel reservationsYour HotDollars are valid for up to one year from the date of issuance 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 Business Response / [redacted] (1000, 5, 2015/09/14) */ September 14, [redacted] Boulevard [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your car rental booking with Alamo at the Juan Santamaría International AirportWe understand that you were unhappy with your rental experience, as you were required to purchase insurance through the rental agencyIn addition you state that the agency did not have a midsize SUV available, and that you had to upgrade to a standard SUV at a higher rateWe regret any frustration 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 counter Hotwire strives to provide the best rates available at the time of your bookingWe offer various categories of rental cars on our siteHotwire bases these categories on the number of seats and the luggage capacityThe makes and models displayed on the site are used as examples onlyAs with most car-rental bookings, the exact make and model of car cannot be selected when you make your bookingEach car-rental agency carries different makes and models within each car type, and they are continually updating their fleets With regard to the insurance, as Allianz Global Assistance is a separate entity from Hotwire, any restrictions preventing coverage from being provided is detached from the Hotwire Terms of Use agreed to upon bookingThis coverage is provided as an option, and we are not able to guarantee that it will be accepted as full coverage We appreciate your business and hope to assist 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, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I understand that a specific make or model of car [redacted] not be available when a rental car is reservedThis was more than that, the entire CATEGORY was inaccurate.."used as examples only." If you want to do your customers a REAL service, check with the actual rental car locations on the ground in Costa Rica, discover what category THEY consider them and what one can reasonably expect to pay when actually renting oneJust guessing, over-shooting by an entire vehicle category and leaving your customers to expect they got a really great deal is misleading, and will ONLY cause them to hate you when they arrive for the surprise they'll otherwise find on the ground As for the insurance, this was the LAMEST response I have ever seen! Of course I know that Allianz is a separate entity than Hotwire! You have a business agreement with them, one wherein you undoubtedly receive compensation for each policy bought through your siteA site where you actively, at least tacitly, encourage people to purchase Allianz policies when booking travel to Costa RicaWhen the policies are not honored, you pocket your commission and hide behind your "Terms of Use" agreementI don't recall seeing ANYWHERE on your site, ANY warning that the policy [redacted] not be accepted as full coverage Your response was as lame as the less than worthless service you provided meYou show no remorse and appear unwilling to change your business practices by: 1) list ACTUAL vehicle categories and local pricing for cars rented in Costa Rica or 2) warning renters that Costa Rica runs a mandatory government-controlled insurance program that must be purchased on the ground at time of rental Your response appears to suggest you will go on collecting commissions for vehicles people will rent thinking they got a "killer" deal, only to find they'll have to pay double for what they thought they were going to get, while they also pony up an additional $25-$PER DAY for mandatory government-controlled rental car insurance coverage, which will be in addition to coverage purchased in good faith through your site If this is the manner in which you want to continue to do business, then I can only hope the sun will set soon on your business enterprise Final Business Response / [redacted] (4000, 9, 2015/09/20) */ September 20, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Alamo at the Juan Santamaría International AirportWe understand that you feel Hotwire should list specific makes and models with local pricing for Costa Rica car rentals, as well as providing comprehensive information regarding the Costa Rica government requirements for insuranceWe regret any inconvenience this issue [redacted] have caused We remain confident our business model is meeting the needs of our customers, and our company's goalsWe have noted your concerns, and would like to thank you for your feedbackWe place great value on your feedbackCustomer feedback is important, as it helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf 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] (2000, 11, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is obvious they are going to generally ignore my complaint and continue to delude customers into thinking they're getting a great deal, only to find out their "reservation" [redacted] well turn out worthless when they arrive in Costa RicaHowever, I did note a brief warning note now appears cautioning that additional mandatory insurance coverage [redacted] be requiredThis could be expanded a bit, but at least it is progressI am done with this, and will continue to warn travelers not to use third party booking services for car rental in Costa Rica

Initial Business Response / [redacted] (1000, 7, 2016/02/01) */ February 1, [redacted] XXXXX [redacted] Rd [redacted] CA 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 a possible fraudulent transactionI understand you've located a booking on your account which is unfamiliar to youAs such, you requested a refund Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud Based on your contact to Customer Care on January 20, 2016, a fraud report has been filed and shared with our Risk Management teamA request for a refund can be made through your financial institution We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

[redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Springfield, Missouri I regret you remain dissatisfied with the handling of your Hot Rate hotel reservationSpecifically, your dissatisfaction stems on the condition of your roomAs such, you are requesting a cancellation and refund of your reservation I understand that the hotel Extended Stay America - Springfield – South discussed a refund for your nights stayI was able to contact Extended Stay America – Springfield – South, spoke with the front office [redacted] and verified the hotel just processed refund to Hotwire last April 3, We submitted the refund request today in the amount of $Hotwire processes refunds in 1-business days back to the original card used for the bookingIt then typically takes a bank or credit card company 5-days to return these funds to your accountIf you have questions about the timing of the refund, we recommend you contact your bank or credit card Company directly for more specifics Our 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 Sincerely, [redacted] Customer Care Relations Hotwire Corporate OfficeTell us why here

February 9, [redacted] Culver City, CA [redacted] In response to Revdex.com Complaint ID [redacted] , [redacted] Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with [redacted] and the Revdex.com regarding your hotel reservation with Millennium Maxwell House - NashvilleI regret you remain dissatisfied with the previous information we provided As previously mentioned, regardless of star rating, customer can expect a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting [redacted] Customer Care at 1-866- [redacted] ( [redacted] ) for further review 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 forward your comments for possible future improvements to the Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards [redacted] customers have come to expect Our 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 [redacted] Corporate Office

Initial Business Response / [redacted] (1000, 7, 2015/09/05) */ [redacted] RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] : Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your reservation at the Hotel Confortel Alcala Norte located in Canillejas, Spain for the dates of July 1, to July 12, Stated in your letter to the Revdex.com you do not believe this hotel rates a star, and a list of reasons as to whyI apologize this hotel did not meet your standards for a rating of stars Hotwire arrives at its ratings by first starting with the Expedia rating and then adjusting this rating according to Hotwire customer reviews submitted after completion of their stayHotwire customers have rated the Hotel Confortel Alcala Norte as follows: Condition of Hotel 4.6, room Cleanliness 4.4, Quality of Service 4.6, 80% of these customers agree with the star rating and 90% of these customers would recommend this hotel to othersWe feel the rating of stars is accurate for the Confortel Alcala Norte It is required the customer report any issues with the room to the front counter to give the hotel the opportunity to address and fix any issuesIf this is not done to the satisfaction of the customer we ask they call Hotwires hour Customer Care Line to allow hotwire to work with the supplier to accommodate the customerHotwires email team has limited resources and would be unable to assist a needed, as they assist in answering customer questions regarding general informationAs there was no call placed to the Hotwire Customer Care Line as directed in email responses to you, Hotwire was not given the opportunity to assist in any issues you [redacted] have had at the Confortel Alcala Norte You stated in your complaint that the staff did not speak EnglishI am sorry you were unable to communicate with the staff in Spain but this is something that should be taken in to consideration when traveling abroad Based upon the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations

May 11, [redacted] , HI [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 hotel booking with Four Points by Sheraton at Phoenix Mesa Gateway AirportI regret you remain dissatisfied with the information we previously provided Please be informed that during the rebooking process, we can only guarantee the hotel you would receive will have an airport shuttleHowever, the location it services, the time of its operation, and other information regarding the said amenity will already depend on the hotel’s policyUnless a customer proactively provides a specific request to the booking agent, then that’s the time our travel specialist can look into more details about the hotel’s service to make sure your needs will be provided Based on that information, our decision will remain 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 forward your comments for possible future improvements to the Web site Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ September 3, [redacted] XXXXX [redacted] Drive [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with Sixt on November 13, in Orlando, FloridaWe understand that you are unhappy with this reservation, because the lot location is not onsite at the airportYou are seeking to cancel this reservation for a full refundWe regret any inconvenience this situation [redacted] have caused A review of this reservation shows the location selected was the MCO airportThe car agencies in that area are not physically located at the airportThey offer a complimentary shuttle service to their offsite locationSixt does not have a rental counter, but their shuttle runs every minutesThe Sixt Orlando branch is located approximately min bus ride from the AirportIf you cannot find the Shuttle there is a courtesy phone located in Baggage Claim and Ground TransportationYou [redacted] call for courtesy pick up 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 XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ October 6, [redacted] Street [redacted] XXXXX In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Red Roof Inn San Francisco AirportWe understand you are dissatisfied with your recent hotel reservation, specifically with the star rating of the propertyHence, you requested a refund; equivalent to $ We apologize for any frustration or inconvenience this situation [redacted] have caused youAt Hotwire, we take customer feedback very seriously, and appreciate the time you took to notify us with your concernsI have noted your experience with Hotwire Customer Service and can assure you this particular matter will be appropriately handled internally Upon review, we have confirmed that you contacted Hotwire on September 17, to request a change on your hotel reservation due to your disagreement with the hotels star ratingCurrently, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceAt Hotwire, we get our star ratings by: [redacted] Soliciting customer feedback following every stay and adjusting our ratings accordingly [redacted] Visiting thousands of properties each year [redacted] Investigating and acting upon customer star-rating concerns 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 hotelThe star rating of the Red Roof Inn was most recently evaluated on July 21, Based on that review, we are confident the current star rating given to this property is accurateAnd regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based on the information provided above, I am unable to honor your request to refund your reservation We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

March 8, [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 car reservation with Ramada Monument LodgeWe sincerely apologize for the trouble this is causing you Please allow us more time to complete your refundI understand the time this is taking is less than idealI can assure you this is not typical with HotwireI will contact you as soon as we get your refund issued For the experience, I applied HotDollars in your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars, valid for one year Our goal is to exceed your expectations; 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

Complaint: [redacted] I am rejecting this response because: Hotwire clearly is not addressing my concernThey are diverting the underlying issue of misrepresentationThey are treating all of their customers horrible and the proof is in their Revdex.com rating, their Facebook comments, and other reviewsThey misled me in purchasing this hotelThey say they follow star ratings of ExpediaWhen I provide PROOF that they DO NOT FOLLOW star ratings of Expedia, they provide this terrible previous emailI refuse to accept their answer.Sincerely, [redacted] ***