Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ October 20, [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 Crowne Plaza Indianapolis in IndianaI understand you are dissatisfied with your recent booking as it does not include free breakfastAs such, you requested a refund When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishmentCustomers can then choose the amenities to be included that best suit their needs, such as Free Breakfast, Free Parking and Free InternetWith those amenity listed, it [redacted] be closed for the season or for renovation, though we try to show what's currently available Upon reviewing your Hotwire account, I confirmed Free Parking, Free Internet, Smoke-free rooms, Pool, Airport shuttle, Fitness Center, Restaurant, Business Center, Self-Service laundry were the only amenities listed at the time you bookedPer Hotwire Terms of Use, all Hotrate bookings are non-changeable, non-transferrable and non-refundablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use After further review, one of our representatives offered to rebook your reservation as an exception to our Terms and conditionsHowever, this offer was declinedAs such, the previous decision remains final to not refund or cancel 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My travel plans have come and gone and Hotwire didn't feel the need to respond by the set deadlineI feel they are not interested in making things right, so I'm going to close the case

Complaint Department Re: Hotwire Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Wail Abdelrahim We regret to hear [redacted] did not accept our response and/or resolution offered As previously advised, on October 10, Hotwire contacted the hotel; they advised they refunded the customer for the last night in the amount of $ Since the customer is stating they have not received the refund from the hotelThe customer must contact the hotel directly as this was a pay later hotel reservation [redacted] Canton was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Hotwire Hotwire cannot process the refund Hotwire request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ February 8, [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with Town and Country Resort & Convention CenterI understand you are unhappy with the hotel you received as you feel that the property is not comparable to the star hotel collection listed at the time of bookingAs such, you requested to be moved to a different hotel At Hotwire, star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at HotwireWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly In addition, we strive for clarity during the booking processAfter searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listed Regardless of star rating, we guarantee customers a clean and comfortable stayIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you may have before or after you make a reservation Based on the information provided above, I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation 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, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Hotwire because when this issue initially happened, they were more than willing to rebook and resubmit a new hotel for me, not there is nothing they can do? I gave them more than valid point as to how this hotel did not meet the standards as what it was advertised forI requested star and when they entered this hotel it was coming up in the same category as starHotels.com even advertised it as a star and not Not only that but if you look at my history for this purchase I called many times to speak with someone and they all gave me the same option to rebook with town and country not being one of the optionsThe hotwire staff told me Town and Country was an updated modern hotel just like the ones that were listed, I called Town and Country and explained to them that I purchased a room from hotwire and asked what kind of room would I receive and even the agent on the phone said you will be getting an out of date roomWe do not offer our modern up to date rooms to hotwire guestThis is another blatant lieHotwire advertised something completely different than what was deliveredThey took advantage of this situation and me as a consumerYou state in your response "I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation," but you have already offered to do that so yes you can change it, your just choosing not to Final Business Response / [redacted] (4000, 9, 2016/02/24) */ February 24, [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 the Revdex.com regarding your Hot Rate(r) hotel reservation with Town and Country Resort & Convention CenterI regret you remain dissatisfied with the previous information providedI understand you were given an option to rebook your reservation as an exceptionHowever, our preceding response did not honor the changeWe apologize for the confusion this has caused you After thorough investigation, I confirmed one of our Travel Specialist offered a one-time exception to rebook your non-changeable and non-refundable HotRate(r) reservationAs such, allow me to extend this exception to have you rebooked to a different property at your costPlease contact our Customer Care Department at X (XXX) - XXX - XXXXWe will honor this exception any time before March 7, at 11:PM PSTPlease note that as we are working with live inventory, rates changes from time to time based on availabilityThus, we cannot guarantee the same rate as your current booking We service two types of hotel reservations: Hotwire Hot Rates(r) and HotelsFor Hotels, property details are provided prior to booking and may 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 Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThe property will be revealed after bookingTo avoid getting the same hotel, we suggest you book a Hot Rate(r) hotel with a different star rating or one of our Hotels online 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

April 19, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, 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 Mr [redacted] ) regarding an airline schedule change and flight cancellations Our records reflect on March 5, the customer accessed Hotwire.com and self-booked two one-way flights with United Airlines Mr [redacted] purchased Itinerary [redacted] for a flight from San [redacted] , Canada flying July 18, and itinerary [redacted] from [redacted] flying July 22, United Airlines notified Hotwire of a major schedule change on the first of Mr [redacted] s flights and he was given the option to accept United Airlines re-accommodation flight or have the flight cancelled and refunded by United Mr [redacted] chose not to accept the flight changes offered by United and they cancelled his first flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersHotwire has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Hotwire why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues As the merchant of record and the entity that charged the customer’s credit card, United Airlines would be the refunding party and airlines can take up to ninety days to provide refunds Hotwire has no control of this process With regard to the return/second flight; as the customer chose to book two stand-alone flights rather than a round trip flight, therefore any change to, or cancellation of, the flight will come under the terms of the booking the customer agreed to at the time of purchaseThe airline’s fare rules show the ticket is non-refundable and would incur a $change fee if changed If the customer chooses to cancel the second flight, the ticket will become a lost value and he would forfeit all money paid, per the airlines terms Hotwire must abide by the terms of the vendor at the time the ticket was purchased Hotwire.com serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersHotwire does not own, operate or otherwise run any travel service companies Additionally, Hotwire’s Terms of Use, which were agreed to by Mr [redacted] at the time of booking, provides the following information: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire CompanyHotwire is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromHotwire is not liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Hotwire regrets the inconvenience the airline schedule change has caused the customer and Hotwire would be happy to assist the customer in booking an outgoing flight that will meet their needs so they can keep their return flight We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ October 21, Dear ***, General Delivery XXXXX [redacted] In response to Revdex.com Case number XXXXXXXX Hotwire Itinerary number XXXXXXXXXX Thank you for the taking the time to inform us thru the inquiry to Hotwire through the Revdex.com regarding the hotel reservation that you have with the Extended Stay America - Minneapolis - Bloomington, Minnesota I understand your dissatisfaction stemmed from the condition of the room that has fallen below your expectations and in your complain you stated that the room was "run down dirty and noisy"We apologize for the inconvenience this has caused you and we can see that you wanted some compensation to your account based on your latest experience with this hotel As I reviewed the details of your complaints, we contacted the hotel on your behalf and they approved a refund of $to your accountHotwire issues refunds in one to two business days, if you have questions on when this amount will be available, please contact your financial institution Please contact us through our Main Customer Support number at XXX-XXX-XXXX as we need to obtain your permission for the refund process We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely yours, [redacted] Customer Care Hotwire Corporate

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [redacted] Drive [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 the Revdex.com regarding your reservation with Hilliard Suites in OhioI understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangementYou are being provided with one bed and a pull out couch for two guestsAs such you are requesting a full refund At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) HotelsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveler 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 requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties [redacted] offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possible 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 and for this reason are unable to refund Hot Rate(r) Hotels Based on the above information, the hotel provided you with a room able to accommodate the number of guests bookedTherefore, 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, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responseFirst thing, I have never been to OhioThe fact that in the first line they thank me for the opportunity to address my concerns with my reservation with Hillard Suites in Ohio tells me that they did not pay attention when reading my claimThis is how they have handled my case from Day oneThere is no attention to detail or desire to help the customerMy reservation was in FtLauderdale, Florida at The AtlanticI specifically asked the person on the phone back in [redacted] if there were BEDS, not bed and a pull out couchThey said yes BEDSDid HOTWIRE pull the call or provide a transcript of the call? If so, they would see that their call rep told me there would be beds and deceived meI still want the full amount refundSince the Revdex.com request a middle ground I would be willing to settle for $USD Final Business Response / [redacted] (4000, 9, 2015/12/14) */ December 14, [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 your hotel reservation with The Atlantic Resort & Spa in FloridaI regret you remain dissatisfied with your Hot Rate(r) hotel as you feel that the accommodation that was provided was not sufficientAs such, you are requesting for additional compensation As previously discussed, there are several places on Hotwire.com where we communicate our bedding policiesWe address questions about bed type in our Help Center located at the top of every page in the right hand cornerAlso, we relay our bed policies in our Hotwire Terms of UsePrior to completing the booking, you selected a box stating you had read, understood and accepted those conditions We remain confident our business model is meeting the needs of our company's goals As such my decision remains unchanged, and I am unable to honor your request to provide you with any compensation 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

Initial Business Response / [redacted] (1000, 9, 2015/10/20) */ October 20, [redacted] ST [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 Better Business Bureau regarding your hotel reservation Hyatt Regency DFWI understand you are dissatisfied with the location of your hotelBased on the distance provided during booking, you expected a hotel located within 20-mile distance from your location At Hotwire, we service two types of hotel reservations: Hot Rates Hotels and HotelsFor Hotels, hotel 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 Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold roomsI confirmed the type of reservation you booked is a Hot Rate HotelI confirmed the type of reservation you booked is a Hotwire Hot Rate I can assure you it is not Hotwire's intention to mislead its customersRather, we strive for clarity during the booking processAs the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a shaded area in which hotels of that neighborhood will be located Please understand, the distances mentioned on our Web site are derived based on straight-line measurementAt Hotwire, we service a feature allowing a customer the ability to search for accommodations by a city, airport, zip code or an addressIf a customer searches by a specific address, our site will then calculate results by distance providing availability closest to farthest from the address enteredThis feature is in not intended to provide a result for a specific property; even if the address a customer searches by is for a hotel itself I regret any misunderstanding of this search featureOur 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 Yours, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ January 26, [redacted] St [redacted] , [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email [redacted] @aol.com Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hotwire bookingsI understand you were dissatisfied with your previous reservations, as you disagrees with the ratings of the hotels you booked We understand star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.comTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire 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 hotel To further clarify, if the majority of our customers don't agree with the star rating of a particular hotel, we will lower the ratingVice versa, if a large percent of our customers think the star rating should be higher, we may then raise the hotel's ratingAllow me to 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 basis We at Hotwire, strive for clarity in our web siteUpon selecting a Hot Rate option, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listedWe clearly call out on the Web site hotel brands featured in the Star Ratings Guide do not represent Hotwires complete offering of hotel partners in this star rating categoryAllow me to assure you, it is never our intention to mislead our customers If you have a specific reservation that you would want us to look at, please feel free to contact our Customer Care at 1-866-HOTWIRE (XXX-XXXX)We will gladly assist you 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 Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ July 19, [redacted] Street [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Value Place Pensacola, FL (Northwest)We understand that you are dissatisfied with the level of savings on this bookingAs such you are seeking a refund for this reservationWe regret any frustration this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo 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 fees." This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates With regard to the guest rating, feedback on this hotel from our Hotwire customers has been positive, and TripAdvisor ranks this hotel #of in Pensacola 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-changeable Based on the information above, we will not be issuing a refundWe 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

April 11, [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 reservation with [redacted] - RockfordI understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of bookingAt Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our Hot Rates®, we provide an example list of specific 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 2.5-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 may receive when completing their reservationIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryWe also offer select independent hotels not listed 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 Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help 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, 2015/10/27) */ October 27, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the Super WestminsterI understand you are dissatisfied with your recent Hotwire booking and you are asking us for a refund because you felt unsafe upon checking in 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 Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomAs I understand this was not the case with your reservation, please accept my sincere apologiesAllow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of up most importanceThis is not typical of what our customers can expect when booking with Hotwire Based on my findings, we processed a partial refund with the hotels permission on September 26, The refund typically takes 1-business days for the funds to return to your financial institutionFrom there, it is up to your financial institution as to when the funds will be available for use Allow me to assure you this is not a typical occurrence for customers booking through our sitePlease accept my sincere apologies for any inconvenience this situation created along with a credit of HotDollarsWe applied this credit to your account under [redacted] @gmail.comHotDollars are equivalent to US Dollars when used to book Hotwire HotRate Car rentals and HotRate Hotel reservationsYour HotDollars will expire one year from the date of issue 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, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not ok paying for a night in a hotel I didnt stay inYou put us in an aweful situation sending us to an unsafe neighborhood at midnight and forcing us to find another room choice at midnightPlease refund me the entire amount that was charged to my credit card 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 and the Revdex.com regarding your reservation with Super WestminsterI regret you remain dissatisfied with the handling of your situation I understand you are requesting to receive a full refund of the hotel reservation you did not use because of safety issues 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 situationIn the event the hotel is not able to resolve the matter, we recommend contacting Hotwire Customer Care for further reviewBecause contact was not made to us during your stay, please understand our options are very limited After our further investigation, I contacted the hotel and talked to ***He authorized us to refund the 1st night of your reservation in the amount of $As previously stated, 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 hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (2000, 11, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ January 12, [redacted] Lane [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 the Revdex.com, regarding your reservation with Metropolitan Resort Orlando in FloridaI understand you were dissatisfied because the hotel did not have your reservationAs such, you are requesting a full refund As stated on your confirmation email, all bookings are guaranteedThus, it is no longer necessary to confirm your reservation with the hotelOnce a reservation is booked on our website, the confirmation and our payment details are sent directly to the propertyPlease be assured we provided payment to this hotel for your bookingWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved Allow me to assure you this is not typical of what our customers can expect when booking with HotwireA full refund in the amount of $has been credited back to your Visa ending in [redacted] It typically takes 1-business days for the funds to return to your accountFurthermore, it is up to your financial institution as to when the funds will be available for use Please accept our sincere apologies for the inconvenience this situation created along with a credit of HotDollarsWe have applied HotDollars to your account under [redacted] @gmail.comHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservationsThese HotDollars are valid for up to one year, expiring on January 6, 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue has been resolved, and Hotwire has credit refundThank You

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 21, [redacted] St [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Ms***, We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Viceroy New YorkSpecifically, you are stating that Hotwire is not providing you with as much detail on the taxes and fees as you would likeAs such you are requesting that we provide you with a full refund totaling $1,We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns During the booking process you were advised that the rate for the hotel was $per night for two nights for a pretax total of $You were also advised that the tax recovery charges and fees came to $for a total of $1,On our website we state that "The taxes are tax recovery charges Hotwire pays to its vendors (e.ghotels)" and that "We retain our service fees as compensation in servicing your travel reservation." It is also made clear in our Terms of Use that "All bookings are finalNo refunds, changes or transfers" will be provided Knowing the above information please understand that we have provided you with itinerary information that is as detailed as you will receive, including the information on your tax recovery charges and fees; as such we will not provide you with a refundWe regret if 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] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is totally unacceptableI have the right to a complete breakdown of all chargesAt this point, I do not even have a reservation with this hotel, since the reservation number I was sent from Hot Wire is not valid with the HotelI contacted them and they do not have record of my reservationI have contacted Hot Wire times via phone and have requested a valid reservation number times via email, with NO RESULTS! I cannot travel to New York without a CONFIRMED HOTELMy credit card has been charged and I still have no response from Hot Wire with a valid reservation

Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ January 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on September 26, 2015, Ms [redacted] booked roundtrip flights from Los Angeles, California to Bangkok, Thailand, traveling November 22, 2015, through December 1, Ms [redacted] also purchased travel insuranceWe have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire's website, without the assistance of a Hotwire representative We understand from Ms [redacted] 's complaint that she and her travel party missed a connecting flight in Beijing, China by minutes due to falling ill from the elementsMs [redacted] states that she contacted Hotwire and was initially told that everything would be taken care of but, that the agent later "change his mind." She then escalated to a supervisor Our records confirm that on November 30, 2015, Ms [redacted] spoke to a Hotwire supervisor because she needed to reschedule the missed flight due to medical reasonsShe asked if she could be fully reimbursed for purchasing a new flightOur representative checked the terms of the flight protection and advised that the insurance company will fully reimburse if the reason for post travel interruption was covered under their policyMs [redacted] was instructed to file a complaint with the insurance company for refund consideration and advised that the request was subject to their approvalIn her complaint, Ms [redacted] mentioned that her claim was denied for lack of medical recordsWe regret to hear that Ms [redacted] 's vacation experience was not to her satisfaction, but we are unable to offer any compensation for factors outside of our control 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

April 6, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, 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 [redacted] ) regarding airline flight changes Our records reflect on January 31, the customer accessed Hotwire powered by Expedia.com and self-booked round trip flights for two passengers departing on June 28, from Nashville, TN for Bangkok, China The customer’s flights have been changed due to airline dictated flight changes and he is unhappy with his current flights From time to time, and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Hotwire why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues Major changes are presented to the customer for approval and if the customer does not accept the airlines mandated change, the airline will cancel the flight and provide a refund However, smaller changes are made by the airlines and the customer’s itinerary is automatically changed If a customer is not willing to accept the airlines rescheduling then the airline will only allow further changes if the customer pays a change fee and any fare difference Hotwire is required to follow the airlines rules regarding flight changes and rescheduling We see that the customer has been in contact with our customer service department over the past several days He has been advised of what the airlines will charge if he wishes to make any further changes to his itinerary Our corporate response department does not book or change flights Changes cannot be made from a written request and must be done with the customer on the phone If Mr [redacted] wishes to discuss change options he can respond to the email he received from our agent [redacted] on April 4, or call our agents at 1-866- [redacted] – Hotwire; we are available hours a day, days a week and can assist with looking at possible flight options We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Corporate Customer Service

Initial Business Response / [redacted] (1000, 8, 2015/09/04) */ September 4, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint for [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation Our records indicate that on [redacted] 10, 2015, the customer self-booked a flight reservation for two travelers using Hotwire's website, itinerary XXXXXXXXXXXThe reservation was with Lufthansa Airlines from Denver, CO to Delhi, India, departing on [redacted] 26, 2015, and returning on August 12, We understand [redacted] is requesting compensation on behalf of the travelers, for the additional charges incurred to modify their itinerary due to visa requirements preventing them from taking the originally booked route We have verified that Hotwire was contacted on August 11, 2015, in regards to this issueThe assisting representatives offered to re-issue the travelers' tickets, subject to an airline imposed exchange penalty fee and increase of price, however, the caller declinedOur records show that the tickets were reissued directly by Lufthansa On September 4, 2015, Hotwire contacted Lufthansa to inquire of details associated with the exchangeWe were advised that the travelers were charged $per person for the reissue of their tickets and they departed from Delhi, India on August 13, Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersLufthansa Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airlines By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationIn addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's websiteWe have verified that the following disclaimer regarding international travel was provided in Hotwire's Terms of Use: INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports [redacted] visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metHotwire has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations Passport [redacted] Visa: You must consult the relevant Embassy or Consulate for this informationRequirements [redacted] change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you [redacted] just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport While we regret the travelers' experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to provide compensation regarding this matter We thank you for allowing us the opportunity to address the issues, 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, 2015/07/22) */ July 22, [redacted] S [redacted] St [redacted] , [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear [redacted] : Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation at the Best Western Lake Buena Vista Resort Hotel for July 11, We understand that you are requesting a refund of $66.06, due to having found a lower rate on Kayak.comWe regret any frustration this [redacted] have caused Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking on Hotwire, if you find a lower total for the same hotel with the same dates, number of guests, and room type outside of Hotwire.com, we will refund you the difference We did see that a screenshot was sent in as had been requestedThe screenshot information was showing for guestsThe reservation that was created with Hotwire was for guestsDue to the fact that these are not identical bookings, your claim was denied Based upon the previous information, we will not honor your requestWe 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the first screenshot I sent was indeed for guestsHowever, I then sent more screenshots from Katak.com on 7/11/@ 6:pm (EST) (with hrs) showing guests and Hotwire.com still denied the refund Final Business Response / [redacted] (4000, 9, 2015/08/03) */ August 3, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear [redacted] : Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Best Western Lake Buena Vista Resort HotelWe understand that you found a lower rate for this booking and as such, you are requesting a refund in the amount of $to be processed under our Low Price GuaranteeWe regret any concern or inconvenience this [redacted] have caused We assure you we work hard to negotiate the lowest rates with our partnersThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates Upon review, we see that you contacted Hotwire on July 11, to submit a Low Price Guarantee claim, as you found a lower rate on another siteAs we were not able to verify the lower rate, you were asked to provide a screen shot showing the lower rate, which you didWe received your screenshot, but it did not include the same number of guests; necessary information required in order to process your Low Price Guarantee claimYour screenshot must include the following: A time stamp showing the date and time the rate was found (must be within hours of booking) The name of the hotel The dates of the reservation The number of rooms The number of guests to be accommodated The total, including taxes and fees Your Hotwire itinerary number If you are able to provide the above, we will be happy to review for possible compensation under our Low Price GuaranteePlease print and fax your screenshot to X (XXX) XXX-XXXXYou will be contacted with the outcome within to business days from the date we receive your fax That being stated, we are not able to honor your request for a refund of $unless we receive the information as outlined above 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.) I've already explained /provided the proof of the requested documentation in my last response Hotwire.com is still giving me the standard response and not giving me the refund I give up !

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 29, [redacted] Avenue [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Guesthouse Inn and Suites - Pico Rivera, CAWe understand that on arrival to the hotel you were told they were over-booked and were not able to accommodate your reservationAs such, you are seeking a full refundWe regret any frustration or inconvenience this [redacted] have caused Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved We have processed a full refund to your account, in the amount of $on June 29, This amount will be credited back to your PayPal account We strive to exceed our customers' expectations, and we regret 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 meI did receive my refund and that was the ultimate goalHowever, I am still unsatisfied with the level of customer services I receivedHotwire did not act to resolve the problem as the refund status (sitting as a credit) had been made known way before April and stated by the representatives themselvesIt would be helpful for customers and the call center reps if Hotwire implements a better documentation call log so that information is interchangeable within the company and representatives are able to view real time claimsThis can avoid future hardships for both customers and reps handling claims Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have already talked and have been talking to the customer relations [redacted] the general manager is willing to refund me but since I got this through a third party she cant help meTHis is a scam and a advertisementI will share all my photos through social media and let everyone know that hotwire advertising a star motel for a start hotel [redacted] General Manager Red Roof Inn - Red Roof Inn Neptune Beach - Mayport/Mayo ClinicSincerely, [redacted]