Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ August 20, [redacted] Ave [redacted] ***, [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 at Alamo on August 14, in Saint Louis, MissouriWe understand that you were unable to pick up your rental car because you were on the Do Not Rent list for this car agencyAs such you are seeking a full refund for this reservationWe regret any frustration this situation [redacted] have caused On review of your account information, Hotwire verified the car was not used as bookedYour refund has been processed in the amount of $on August 20, and was credited back to the form of payment used at the time of bookingIf 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 To avoid this situation in the future, Hotwire recommends you chose one of our car rentals which are not the Hot Rate(r) rental, and disclose the name of the agency prior to completing the bookingThese rentals are not as deeply discounted as the Hot Rate(r) reservations, but we still offer our Low Price Guarantee with every bookingIf you find a lower rate for the same rental location and period on another website, we will match the price Hotwire will not be offering any additional compensation for this reservation We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the refund from them because that is what I want if I did everything I suppose to do and still could not get a car then they suppose to refund me my money backthank very much for all you help me to get done***

April 14, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with The ColonnadeI regret you remain dissatisfied with the previous information we providedI understand you were unable to provide a screenshot of the error because the reservation was already completed As we previously mentioned, Hotwire bookings are typically non-refundableFor that reason, we point out details such as the total amount by currency before completing the reservation As indicated in your booking, you confirmed to be billed in USDOur Terms of Use specify that the booking is final and cannot be cancelled, refunded, exchanged, transferred, or changed, which you accepted and agreed to as part of our standard policies and procedures Based on all the information we provided, our decision remain finalWe are unable to honor your refund request for claimed rates differencesWithout documents validating a website error occurred, I am unable to review your situation any further We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: I'm very happy that other people had a positive experience at the hotelHowever, I contracted bedbugs after my stay at that hotel I will not be staying there againYour refusal to issue me my money back is a scamI'm telling you that I previously received bedbugs at this hotel and I'm telling you that I will not be staying there again and you refused my requestI have not received your services and I do not want your servicesI'm telling you I had previously had a bad experience at this hotel and I would like my money back and I'm not giving up until I receive my money backI will not allow you to scam me and rip me off Sincerely, [redacted]

August 2, [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 Quality Inn and Suites LaurelI understand you are dissatisfied with your hotel booking because of the negative reviews you found onlineAs such, you are requesting a refund of the difference in rates from the original reservation to your new booking Our records indicate that you booked a Hot Rate® hotel reservationHot Rate® reservations are bookings in which you are 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, and as such Hot Rate® bookings are non-refundable When booking with Hotwire, customers 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, you can contact us for help In addition, 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 may arise at the propertyBased on your concerns regarding safety issues at this hotel, I further researched the propertyI read numerous reviews and did not find a trend of reviews surrounding safety concernsWe did not see that the information you provided have had an impact to the customers who already stayed at the property The rebook option you were offered was an exception outside our guidelinesAs mentioned above, the booking you confirmed was a non-refundable reservationRegardless of not having the option to choose specific bed type as it is currently just available to the customer’s interface, Hotwire can guarantee that the number of beds will accommodate the number of guests indicated on the reservation Based on that information, we will not 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, 10, 2015/11/10) */ October 26, [redacted] XXXXX [redacted] In response to Revdex.com Case number XXXXXXXX Hotwire Itinerary number XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through Hotwire and the Revdex.com, regarding your hotel reservation at The Westin Oaks Houston at the Galleria in Houston, Texas on October 10, I regret you remain dissatisfied with your Hot Rate(r) Hotel reservationYour dissatisfaction stems from the star rating we provided and the reviews that you have read about this hotel Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelWe are confident the current star rating given to The Westin Oaks Houston at the Galleria in Houston, Texas is accurate We called the hotel on your behalf and they confirmed that you did not use the hotel reservation At Hotwire, 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) Hotel reservations 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 Hotwire Corporate Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in my first message, My dissatisfaction doesn't stem from the star rating, but from the advertised stated trip advisor reviewsWhen you click a hotel under "hot rate" there is a section under reviews that shows trip advisor reviews of the hotelThis was misstated to meSo yes there is an actual number that trip advisor gives each hotel and your website advertised that numberI could understand if the issue stemed from star ratings but this isn't the case Final Business Response / [redacted] (4000, 14, 2015/11/24) */ November 24, [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 Westin OaksI regret you remain dissatisfied with the handling of your situation Allow me to assure you we strive clarity on our websiteTo further understand your concerns, I searched the same criteria on the website and confirmed that the Trip advisor reviews provided during the booking are reviews taken directly from Trip Advisor's website On the other hand, I read numerous reviews pertaining to The Westin OaksI found the most reviews were favorable citing the hotel's friendly staff, cleanliness, location and quality As previously mentioned, 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 hotelWe are confident the current 4.0-star rating of this property is an accurate reflection of its overall quality As such, our decision to not refund your reservation remains final 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, 2016/02/05) */ February 05, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customers email: [redacted] @gmail.com Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding a possible fraudulent transactionI understand you found unfamiliar transactions on your cardAs such, you requested a refund Based on your contact to Customer Care on January 26, 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

Initial Business Response / [redacted] (1000, 5, 2015/08/01) */ August 1, [redacted] Suite [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Travelodge Inn and Suites Latham on July 19, in Latham, New YorkWe understand that the hotel had a power outage, and you were unable to check inAs such you are seeking a refund for this reservationWe regret any inconvenience this [redacted] have caused At Hotwire, we are committed to getting you the best deals possibleBecause of the extremely low rates offered by our supplier partners, refunds, exchanges, transfers or changes are not typically available for most reservationsOur partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservationThis enables our partners to better manage their unsold inventoryHowever, we understand that things sometime happen that are out of your control Hotwire has verified the hotel was unable to accommodate you for this reservationWe have processed your refund in the amount of $and it will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter 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 have also credited your account with Hot Dollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel Hotwire appreciates your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks, HotwireUnfortunate that I had to go through the Revdex.com to get a refund, but satisfied with this outcome

Hard to believe they are still doubting my integrity? They can reach my urologist [redacted] .Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

April 1, [redacted] Re: Revdex.com Case Number [redacted] , Hotwire Itinerary Number [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Austin, Texas I understand you are seeking information regarding recent transactions as well as requesting Hotwire to refund recent transaction amount of $ After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was refunded last March 31, at 12:PM to your MasterCard ending in ***Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince these reservations were voided, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policiesI recommend contacting your bank for further information Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management department is specially trained to handle these sensitive issuesIf Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely, [redacted] Customer Care Relations Hotwire Corporate OfficeTell us why here

Initial Business Response / [redacted] (1000, 8, 2015/07/10) */ July 10, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case O-XXXXX 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 his concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case XXXXXXXX) regarding a flight reservationWe understand the customer is requesting a full refundOn July 9, 2015, we attempted to contact the customer to acknowledge receipt of his complaint but were unable to reach him Our records indicate on March 4, 2015, [redacted] or an authorized user in the account self-booked a flight reservation on Hotwire.com for one adult; travel was on March 16, 2015, from StLouis, MO to Hermosillo, MEX with a connection in Atlanta, GA and Mexico City, MEXThe flights were operated by Delta Airlines under a codeshare with AeroMexico Airlines On March 16, 2015, we were contacted by Mr [redacted] stating that Delta Airlines did not have a ticket for him and was unable to board the flightWe advocated for the customer further and contacted AeroMexico - the merchant of record and the company that issued the ticketDelta Airlines advised us the customer was marked as a "no-show"Our representative advised the customer of the no-show status and provided the customer with the fare rules for the ticket which determined the ticket was nonrefundable in the event of a no-show, and any change required a penalty fee of $to be charged at the time that he rebooks in addition to any increase in airfareThe customer was further informed that a credit will remain on file with the airline; however, the fare rules require that he rebook and complete travel before March 4, We can confirm between the dates of March 17, and March 19, 2015, we received emailed correspondence from the customer requesting new tickets or a full refundThe customer was advised that refund requests are only handled via our customer service team and that he needed to contact usOn March 19, 2015, the customer contacted us to discuss his refund requestThe customer was advised his refund request was denied as he did not cheon time for international travel which resulted in a no-show On July 9, 2015, we contacted Delta Airlines to confirm the ticket statusThe airline was able to locate the customer's ticket (ticket #XXXXXXXXXXXXX) in their flight reservation systemDelta 's representative stated their records reflected the customer was not able to board the flight due to insufficient arrival time at the gateWhile the customer was unable to use the reservation, the customer has an airline credit with AeroMexico in the amount of $1,which can be applied towards a future booking While we are unable to provide the customer with the refund as requested, we are happy to assist the customer in exchanging the tickets for a future flightWe encourage Mr [redacted] to contact our customer service department for assistance when he is ready to rebook We thank you for allowing us to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire is basically saying that they are not responsible because I was considered a no-show and I was there with plenty of timeI waited for the flight to arrive at the gate, I saw the people exiting the plane and getting onto the plane where I was supposed to go, but I couldn't because I just had a standby ticket that Delta was nice to offer me because they were not notify by hotwire that I was traveling that dateAgain, I have the standby ticket still with meHotwire trying to say that I was a no-show when I was there is proposterous and unacceptable Final Consumer Response / [redacted] (3000, 18, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This case has a very simple solutionI booked my trip with HotwireThey accepted my purchase and I was traveling with Delta out of StLouis on March the 16thand Delta was not notified that I was traveling eventhough I had a booking confirmation from Hotwire The solution is to confirm with Delta if they had me on the list to travel that day from StLouis ant 7:(flight Aeromexico [redacted] operated by Delta)If Delta does not show that I was an active passanger [redacted] failed to notify I was flying that daySo, someone failed to provide the service I purchasedPlease advise if you can verify this information that will solve the case Thank you! [redacted] Final Business Response / [redacted] (4000, 22, 2015/09/29) */ September 21, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case O-XXXXXX Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear of Mr [redacted] 's further dissatisfaction with our correspondence As noted in our previous response, Hotwire contacted both Delta Airlines and AeroMexico on Mr [redacted] 's behalf and was advised that they did receive the reservation; however, the traveler did not check in and arrive at the airport within the required time prior to departure, which is why he was not allowed on the scheduled flightWe have verified that this reservation was successfully sent by Hotwire and received by the airlines, as a confirmation for it was provided by the airlines at the time of booking As no new information was provided regarding the customer's complaint, we respectfully request the Revdex.com close this case Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ December 8, Revdex.com San Francisco Bay Area and Northern Coastal 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 Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding flight reservationsWe understand the customer is requesting a refund Our records indicate on October 16, 2015, the customer booked flight reservations -itinerary XXXXXXXXXXX - using the self-service tool on the Hotwire websiteTravel is on Delta Airlines, departing December 9, 2015, from Daytona Beach, Florida to Akron, Ohio, returning December 9, 2015, for one passenger Upon further research, we were able to confirm on November 28, 2015, the customer contacted Hotwire via email to request to change their reservation datesAt that time the customer did not pass [redacted] security check, and was advised to resend their email from the email address associated with the Hotwire booking The following Terms and Conditions were agreed to at the time of booking: Cancellation/Change Policy: o $change fee plus increase in airfare o Tickets are non-refundable o Tickets are non-transferable We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryIt is our customers' responsibility to review all rules and regulations prior to booking any travel 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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedDelta Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airlineWe hope you understand we must abide by the terms and conditions set forth by travel providers such as Delta Airlines When finalizing a reservation on Hotwire, the user agrees to the specific rules and restrictions provided during the booking sessionAs set forth in the Hotwire Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travelrelated goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation Given the above, we are unable to offer the customer any additional compensation We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our companyWe trust our position in this regard has now been clarified If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response Hotwire provided because I spoke directly to a Delta airline representative who informed me that the only reason they would charge the change fee is because I went through HotwireHad I gone through Delta directly, there would be no fee applied at allAs a result I booked a one-way flight to Florida on the correct date for a substantially lower costI know that this is a standard practice of Hotwire, not a one-time incident as I was informed by representatives of both Hertz car rental and a hotel that my father had trouble with just a couple days afterBecause of this, I feel that something needs to be done and someone needs to stand up to these guys who seem to have their customers at a huge disadvantageEven if all of us who have been wronged by this company have to take to the media and possibly come together in a class action lawsuitI've come to you as a intermediate, in hopes of getting this issue resolved quickly and satisfactory for both parties concerned Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ July 30, [redacted] S [redacted] St [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your bookings with the Wyndham Indianapolis West and the Hyatt Place Indianapolis Airport We understand that you are seeking to cancel one reservation for a refundWe regret any inconvenience this situation [redacted] have caused Having doing some research, we found that you did have two different hotel bookings for the different dates Hotwire Itinerary #XXXXXXXXXX under email : [redacted] @gmail.com for Indianapolis on 7/20-in the amount of $ Hotwire Itinerary # XXXXXXXXXX under email: [redacted] @yahoo.com for Indianapolis on 7/27-in the amount of $ We found that the bookings were made on two different accounts, which is why we didn't initially find the second bookingWhen you reached out to Hotwire you asked to change the dates of your reservation, due to a change in your husband's work scheduleOur supervisor explained that the Hot Rate(r) Hotel you had chosen was non-cancellable and non-refundableAfter contacting Hotwire a second booking was made for the Hyatt Place Indianapolis Airport, for different datesThis is also a Hot Rate(r) hotel, with the same Terms of Use At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds In this case we will not be honoring your request for the refund, due to the bookings having been made on different accounts for different dates If you have any further questions, please feel free to contact us at 800-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because their reasons are not valid but its OK I spoke to someone and I got my money back from someone within your companyI get better rates elsewhere and they are insurened

August 1, [redacted] *** In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® car reservation with [redacted] I regret you remain dissatisfied with the previous information we provided As previously mentioned, the trip insurance offered on our Web Site which is provided by Allianz Global Assistance is optionalBefore you agreed to purchase the protection, a link to the full Terms of Use was provided Before confirming to the reservation, a message that by clicking “Book Now” button you are accepting the Terms and Conditions of the products you are about to purchase At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will be sure to keep your comments on file Our decision to not honor your request remains final We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 17, [redacted] Avenue [redacted] 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 attempt to book a hotel reservation in Chicago for September 17, We understand that you were unable to complete the booking, as the rooms available to Hotwire sold out, and as such you are seeking a Hotwire credit of $We regret any frustration this [redacted] have caused Because of our dynamic inventory, which is based on availability and demand, it is not always possible to complete every reservationWe can assure you that we do not ever try to substitute a hotel at a higher rateEach of our partner properties list the number of the rooms they are making available to Hotwire, and because of the great low Hot Rates, they do sell outIt is our hope that you will find an acceptable alternative from those that are still available 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you for your response, but you have not resolved this issueI believe this was a bait and switch as it is apparently your word that someone else reserved the hotel I booked as I was reserving itI have a question, how can two people book the same hotel room at the same time? There was no indication to me on your site that your reservation policy is a sprint to book a room after you have clicked on the room reservation link and put your personal information inDid you save my personal information and sell it? I was not able to find another room in Chicago for $for 9/and as a result I could not travelI am asking for a complete explanation of your reservation policy and booking algorithm and $in restituitonOtherwise,I will be contacting the Massachussets and California Attorneys General regarding your bait and switch tactics

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 meThe business has issued a full refund as promised, and I am in receipt of it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ December 14, [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 the Revdex.com, regarding your reservation with Alamo Rent a CarI understand you are dissatisfied with your recent reservation because you did not realize you will be billed at the time of booking and of the car type you receivedAs such, you requested a refund Our records indicate that you book a Hot Rate (r) CarHot Rate(r)Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundableThe key is getting these great low prices is flexibility: The car rental company name will be shown after you complete a bookingBy allowing our partners to maintain their anonymity during the booking process, Hotwire can get you deals that are significantly below published pricesIn exchange, we guarantee our car rental partners that our reservations will be used as bookedFor this reason, all Hot Rate (r) bookings are non-cancellable, non-transferrable, non-changeable and non-refundable In addition, we message in our Terms of Use, which you agreed to at the time of booking: "This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." Allow me to further explain how Hot Rate(r) works, during the booking process on the search results page, we state the types, makes and models shown are examples onlyWe are unable to guarantee a specific types, make or modelActual types, makes and models are subject to availability and vary by supplier Based on that information, I am unable to honor your refund We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not accepted responsibility for their unfair and deceptive advertising practicesSimply having a "no cancellation" policy does not absolve them of responsibility for fairly and accurately representing the products that they are sellingHere, they misrepresented the quality/type of the vehicleThis is a violation of the Federal Trade Commission Act, and possibly a violation of the Consumer Financial Protection Act of They are also violating the Electronic Funds Transfer Act by failing to have a consumer dispute resolution process Final Business Response / [redacted] (4000, 9, 2016/01/04) */ January 4, [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 car reservation with Alamo in Boston Logan AirportI regret you remain dissatisfied with your Hot Rate(r) car rentalYour dissatisfaction stems as you were unaware that you will be billed at the time of the booking processAs such, you are requesting a refund Allow me to assure you, it is never our intention to mislead our customersRather, we strive for clarity on our siteOn the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: -All bookings are finalNo refunds, changes or transfers -Your account will be billed for the full amount when you book Based on the information provided above, my decision has not swayedI am unable to honor your request for a refund Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have deliberately misread my complaintMy complaint is that your booking misrepresented the type of vehicle that would be availableYour booking stated "SUV", which is commonly understood to be a vehicle "usually equipped with four-wheel drive for on-road or off-road ability." See the Wikipedia entry for SUV: https://en.wikipedia.org/wiki/Sport_utility_vehicle When I received the booking confirmation AFTER my credit card was charged, I saw that I would not be receiving an SUV with AWD or 4WD, and was later told by Alamo that they did not even stock such vehiclesThis was the misrepresentation and the reason why I am entitled to a full refund

Initial Business Response / [redacted] (1000, 8, 2015/09/30) */ September 30, 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 Mr [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation Our records indicate that on August 19, 2015, Mr [redacted] self-booked a package reservation using Hotwire's website, itinerary XXXXXXXXXXXThe package included flights and hotel accommodations for two travelersMr [redacted] claims he contacted Hotwire prior to completing his booking and was advised the quoted total of $is in CAD currencyAs the currency of the quoted price was USD, the customer was actually charged CADand is now requesting a refund for the difference of CAD We have verified that during the booking process, prior to the reservation being completed the following disclaimer was provided next to the final price for Mr [redacted] 's package: All prices include taxes & fees and are quoted in US dollars In addition, the following information is provided on Hotwire's website at all times: How do I change the currency? Before you start the billing process, you can change the currency for hotels, and car rentalsSimply choose the drop-down menu in the upper-right corner of the page and make your selectionCurrently, our flights, vacations and activities are offered only in USD We were unable to locate a record or a call recording from the time Mr [redacted] states he was provided the incorrect currency information; however, Mr [redacted] provided Hotwire with his phone bill, showing he called Hotwire prior to completing his bookingWhile we were unable to verify the information provided to the customer during this call, Hotwire is willing to issue a refund for the difference in price as an offer of good faith A refund in the amount of USD(CAD1256.76) was issued by Hotwire on September 30, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] 's account depends on how quickly his credit card company processes refunds, generally within 3-business days 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 Consumer Rebuttal / [redacted] (2000, 10, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear Revdex.com, Thank you for taking your time to follow up our case with HotwireHotwire has returned the refund to our credit card and our issue has been resolvedWe apprecite your time and follow up Best regards, [redacted]

April 1, [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 reservation with [redacted] Express Inn BakersfieldI regret to hear it took you calls to get a resolution Upon review, I confirmed you contacted us on March 24th to file our Low Price GuaranteeAs part of the policy, we do not honor LPG if the lower rate booking you found has a discount applied to itAs such, we asked for a screenshot showing the lower rate without any discount on it In addition, let me assure you we work with our US and international partners to get the best rates on hotelsWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before hours of your chedate, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates 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

Re: Case Number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation at Hilton Austin for travel dates 18-Mar-to 19-Mar- I totally understand that you are not satisfied with the resolution we presented and you are asking for at least half of what you spent for this reservation As previously mentioned, we remain confident our current business model is meeting the needs of our company’s goalsThe fact your reservation was fully used, I feel HotDollars is appropriate compensation for the situation you had at the hotelWhile I understand this may not be the resolution you were looking for, this is my final decision and replyI am unable to consider your situation for any additional compensation 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, 2015/10/19) */ October 19, [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 Better Business Bureau regarding your reservation with Days Inn & Suites York in PennsylvaniaI understand your dissatisfaction stems from the amount of savings you receivedHence, you requested a rate adjustment to match the % savings you expected Please allow me to further clarify how the savings provided was derivedSavings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect Based on the information provided above, I am confident we provided the lowest pre-tax rate for this property within hours of booking 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire tries to cover up their advertising tacticsNone of the online booking companies do thisI travel a lot and used other companies many timesHere's the problemThe hotel I booked via Hotwire was already available for me for maybe $more than what I paid to HotwireWith AAA registration I would have get maybe even a better dealDays Inn in York, PA is just across the Sheraton Four Points and only couple minutes away from the Holiday Inn ExpressThe quality and comfort at these places are much higher than Days InnHotwire claims that just because they are in the same neighborhood these hotels should be considered in the same categoryThey give the impression that you are getting a deal from a star hotel but in fact you get a price for a stay in a star hotelComparison is faulty and their argument has fallacy based on wrong association of two completely different hotelsSO according to their reasoning if there are two hotels in the same neighborhood and one is $a night and has stars, and the other one is $for a night and has stars, you would be saving more than 60% by staying in the lower quality hotelAnd they do this with highlighting this as a Hot Deal by stating that this hotel is "similar" to the ones you are lookingThis is unacceptable! If they state that you can save up to 60% by staying in a lower quality hotel but in the same neighborhood that would be differentBut they do not do that because they know they would lose customers to other online booking companiesSo they use this misinformation tactic and advertising strategy to try to competeThis is really a pathetic way to be relevant in this marketThey assume the customer is stupid and will stay quietI plan to continue my complaint up to the FCC as wellThis is a larger problemIt is not only about me but also for all the other customers who they have clearly tricked this wayI also recommend other people who are in my situation to do the same thingThank you! Final Business Response / [redacted] (4000, 9, 2015/11/22) */ November, XX XXXX [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 in York, Pennsylvania I regret you remain dissatisfied with your Hot Rate(r) HotelYou feel that the number of recommendations gathered and the savings you got from this hotel were not true To address the star rating dispute, there is currently no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe 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 Saguaro Palm Springs hotel was most recently evaluatedBased on that review, we are confident the current star rating given to this property is accurate Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our travel specialists are available 24/and are dedicated to answering any questions you [redacted] have before or after you make a reservation 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 travel dates, times and same bed type outside of Hotwire.com, we will refund you the difference Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesAllow me to further clarifyIf we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention Based on the information above, my decision has not swayedI am unable to honor your request for price adjustment 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