Hotwire

October 12, [redacted] Detroit, MI In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® Hotel reservation with [redacted] I regret you remain dissatisfied with our response As previously mentioned, customer should expect a clean room in working order, and if there is a quality concern with the hotel, we first want our partners to have an opportunity to rectify the issue on their endIn the event they are not able to resolve the matter, we then recommend contacting us for review We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the 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 Please understand, since the contact was only made after the reservation dates our options are very limited Based on the above information, our decision has not swayed, I am unable to honor your refund request 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

Complaint: [redacted] I am rejecting this response because: Good evening, I do not have an itinerary # That is the main issue with this entire case because I did not book or use their services but I was charged on my credit card because I have used them in the past If I had an itinerary I would submit it to you and to them They have all the information because they provided it to Discover Card when they disputed the charges Thank you, [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/24) */ August 24, [redacted] Circle [redacted] , [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Days Inn Marianna FL for August 21, We understand that you are requesting a full refund due to the star rating, the percent off, and the crossed-out rateWe regret any frustration this [redacted] have caused We acknowledge that there are many travel websites out there, and that not all of them agree with the star rating for this propertyHowever, there is no standardized star-rating system nationally or internationallyAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayWe checked a few other travel websites, and see that Expedia has this hotel as a star, Tripadvisor and Hotels.com have it listed as a star, and Orbitz lists the hotel as a starWe are confident that our star rating for the Days Inn Marianna FL is correct 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 associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservation 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 determinedWe strive for clarity on our siteTo 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, you find a lower rate for an identical booking, we'll pay you the difference between the ratesAs the rate must be available to the public, rates that are only available to members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the Guarantee Based upon the above information, we will not be honoring your request for a full refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that one look at the pictures submitted for this report that Hotwire would reconsiderThe floor was so dirty that my year olds feet were black from walking on the carpetThis is unacceptable even for a star let alone a "3" starDid Hotwire even look at the pictures? We were told that if the room was not to our standard that we could find a resolution yet we keep getting told NOI think our next move will be to notify the media in Marianna Florida to let them know if the conditions of the rooms, and extremely unfriendly staffI hope that Hotwire decides to stop being stubborn, relate their hotel and refund us money for a horrible MOTEL experience Final Business Response / [redacted] (4000, 11, 2015/08/28) */ August 28, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Days Inn Marianna FL on August 21, We understand that you were unhappy with the quality of your room, and believe the star rating for the hotel was too highYou are seeking a refund for this reservationWe regret any inconvenience this situation [redacted] have caused Hotwire stands behind the star rating for this propertyAs explained in our email correspondence on August 20, and August 21, Hotwire bases the rating on the Expedia rating and considers customer reviews when rating our partner's propertiesPrevious guests rated the condition of hotel and room cleanliness at 3.5, and the quality of service at Hotwire does work with every partner to ensure a clean room in working order for all our guestsYou contacted to Hotwire on August 22, to state you were unhappy with the quality of your roomHotwire reached out to the Days Inn Marianna FL who advised us they had alternate rooms available, as well as a housekeeping staff available to address any needs, however you had not contacted them to make your concerns knownHotwire advised you to contact the front desk staff and allow the opportunity to address your issuesWe invited you to contact us again if the hotel did not accommodate youHotwire was not called or emailed again during your stay At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable As previously stated we will not be offering a refund in this situation as we have called the hotel and verified that room was used as booked 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, 13, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire claims that we did not contact Hotwire after or during the stayWe have attempted to contact Hotwire several timesMost recently I called on Friday and was told that someone would call me back to try to resolve this, they verified my call back number and NOONE CALLED!! I feel that Hotwire is trying to avoid the situation by putting the blame on usI will continue to contact our local media outlets and I will continue to put negative comments on social mediaI will not just go awayWe did not contact days inn because there was no way that we would stay there for the 2nd nightI can't imagine that any of their rooms were up to 1/star standard

Initial Business Response / [redacted] (1000, 6, 2015/06/11) */ June 11, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXX Dear: Ms [redacted] : Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your reservation with the Holiday Inn Express Hotel & SuitesYou are stating that this hotel star-rating is not stars as advertised; as such, you are requesting that we adjust the rate that was billed for this hotelWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis This Hot Rate listing has been reviewed and we have confirmed that this is a star property as advertised after taking customer feedback into accountBased upon the preceding information, we will not be providing you with any compensation for this reservationWe appreciate your business and regret your Hotwire experience was anything less than exceptionalWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr [redacted] : You sent me the same email that the other two associates sent me, which does not explain the situation at handI find that the excuse that there isn't a standard hotel rating to be inexcusableWould I be able to book a Ritz Carlton Hotel for the price of your star rating, based on customer's complaints about the hotel?! I highly doubt itCustomer ratings are subjective which is why your site shows different ratings based on customer's experience and customer recommendations My complaint is that your secret hotel rate has the hotel in your star collection for the Downtown Chattanooga, but after I booked a star hotel category I'm given something out of the star collectionMy decision to book a star category was based on the selection of hotels listed in that collectionPerhaps, a solution would be to exclude the "hotels in collection" from the secret hotel rate since Hotwire choose when it's going to abide by the list Additionally, the price I paid for the hotel during June 3rd - June 5th was $234.10, this was after subtracting the mobile app promo code of $For the exact same room, HIE was charging $for that same period on its site, which was $Where's the 42% savings that was advertised on your site for a star? Here is what the other sites, including Expedia, have as a rating: Expedia.com - Priceline.com - Bookit.com - Hotels.com - Prior to the next response from Hotwire, please look at the images from YOUR site Thank you for reviewing the information Final Business Response / [redacted] (4000, 19, 2015/08/18) */ August 18, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Revdex.com: Thank you for allowing us to respond to Ms [redacted] 's complaintAs stated in her letter she still does not agree with our star rating, as she has found lower ratings on other sitesAs well as disagrees with the amount of savings she receivedWe regret any frustration this has caused We reviewed the documents that Ms [redacted] submittedHotwire.com does not list the Holiday Inn Express & Suites Downtown Chattanooga as a star hotelThe screen shot Ms [redacted] provided from our website shows a search for a hot rate hotelSince the name of hot rate hotels are not revealed until after booking is final, we provide examples of some of the most recognizable brands in each categoryHoliday Inn Express can be listed as an example for stars in any city you searchAs you can see it states "These hotels are examples, not guarantees"As we have stated, star ratings apply to each individual property, it is not applied brand-wide We would like to reiterate that star ratings can be calculated differently by all websitesOn Hotwire.com, the only website's star rating we take into consideration is Expedia's (our parent company), which is a starWe then leave it up to our customers who have actually booked the hotel through usThey receive a post stay survey, and based on these surveys, star ratings [redacted] increase or decreaseHere is the feedback we have received from our customers for the Holiday Inn Express & Suites Downtown Chattanooga that made it a star: Customers who agree with the rating: 86.7% Customer who recommend the hotel: 85.7% (Scoring from to 5, with being the worst) Condition of hotel score: Room cleanliness score: Quality of service score: In regards to the amount of savings, we also previously stated that this is based off a median rate, not the actual hotel itselfThis is how the percentage off, and the crossed out rate are calculatedThis information is displayed well before the booking is completed Based on the above we will not be providing a refund or compensationWe hope this helps to clarify any of Ms [redacted] 's questionsIf we can be of further assistance, please do not hesitate to contact usWe have hour customer care available at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Corporate Customer Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 21, 2015/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is my last reply via Revdex.comI am in the process of forwarding my complaint to the Attorney General's Office The issue I have is that I purchased a hot rate hotel in the star collection based on the examples listed on Hotwire's site"These hotels are examples, not guarantees", doesn't imply that Hotwire will take a hotel from the star collection and pass [redacted] off as a starHowever, it does imply that the consumer [redacted] not get the brand shown, but something similar in that same hotel classSecondly, hotel class and customers' reviews are two different thingsCustomer reviews are subjective, so it's unfair to the consumer to add a star to the hotelPreviously, I listed sites that have it as a star hotelHotwire is the only company merging the hotel class and customer reviews

[redacted] 13, [redacted] *** In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot Rate® hotel booking with [redacted] America – Indianapolis – [redacted] ***I understand you are dissatisfied with your recent Hotwire booking, as you were under the impression that the property is already blocked in your account and you will no longer receive itAs such, you are requesting a refund We at Hotwire, take pride in being able to provide the lowest guaranteed rates for our Hot Rate hotelsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings may not always meet the needs of every travelerOnce the booking is completed, we immediately confirm the reservation and reveal the hotel's complete details, including its name and exact locationThe details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this kind of reservation Upon review of your account, I confirm that you were previously given an exception for rebooking but I cannot confirm any notes indicating that [redacted] America was blocked in your account as this feature is no longer available in our system On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the “Book Now” button you are accepting the Terms of Use Based on the information above and as we have confirmed with the hotel that the reservation was fully utilized, I am unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

April 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire 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 Hotwire 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 [redacted] ) regarding a package reservation We understand [redacted] is requesting a refund On March 22, 2016, we received the receipt of the Revdex.com complaint Our records reflect on October 24, 2016, the customer self-booked a package reservation for [redacted] and Ryan Strong, using Hotwire.com Travel was on JetBlue, departing February 10, 2016, from Orlando, Florida to San Juan, Puerto Rico; returning on February 15, 2016, from San Juan, Puerto Rico to Orlando, Florida The package included a hotel stay at the [redacted] Hotel, chedate February 10, 2016, check-out date February 15, The package also included travel protection The customer is stating they contacted Hotwire to use their flight credit In addition, the customer is stating the Hotwire agent provided them with a specific price, which they agreed to However, due to a long hold time, the price increased and the customer declined to pay the higher amount Upon further researching this matter, we can confirm on March 16, 2016, [redacted] contacted Hotwire, to book a new flight using a flight credit The customer provided the agent with travel dates departing, April 22, 2016, from [redacted] returning on April 24, 2016, from Philadelphia, Pennsylvania to Orlando, Florida with JetBlue Our agent processed the exchange On that same day, our agent emailed the customer and advised Hotwire is going to cover the remaining balance On March 18, 2016, the customer emailed Hotwire, requesting to know if her ticket will be emailed to her, as it has been over 24-hours, and she still has not received the new ticket information The customer sent in two more email to Hotwire, regarding the status of her new ticket On April 7, 2016, in reviewing MsLawrence’s account, the customer was refunded on March 26, 2016, in the amount of $ We can confirm this was the original amount the customer paid for the tickets on October 24, Our records reflect, when our agent exchanged the ticket on March 16, 2016, the agent incorrectly read the airline policy JetBlue only allows changes, prior to the departure date Since the exchange was not processed, the customer was not charged for the change fee in the amount of $ Hotwire has asked the customer to review their billing statements, starting March 2016, to confirm the refund was been credited back to her account 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, Delia Kent Tier Customer ServiceTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [redacted] CT [redacted] XXXXX In response to Revdex.com case number XXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand you are dissatisfied with your recent car booking because of the difference in rates for changes the pick up or drop off timeAs such, you want a refund for the difference in rates I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we [redacted] locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire is asking me for addision information which I provided to them in my original letter to themHere is the info they are asking for: My Email address: [redacted] @att.net Hotwire (original) itenary number #XXXXXXXXXX Hotwire (rebook) itenary number #XXXXXXXXXX Final Business Response / [redacted] (4000, 11, 2015/12/03) */ December 03, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your car reservations with Enterprise and HertzI understand you are dissatisfied with your Hot Rate(r) Car reservation as you were not able to change the dates of the booking and were only given an option to rebook the reservation which resulted in a different rate At Hotwire, we obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident 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 rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations After reviewing your reservation, I see the type of rental you booked is a Hotwire Hot Rate(r)These types of rentals, are booked as final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Upon further investigation, we do not have a report of a system glitch at the time you booked the reservationHowever, our Travel Specialist still extended an exception to rebook your reservation with the right pick up and drop off timesAs we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandUpon completing the booking, you lock in the rate available at the timeI can assure you we work with our US and international partners to get the best rates on car rentals Based on the information above, I am unable to honor your request to refund the difference in rate of the new booking We appreciate your business and regret your Hotwire car experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: it's completely falseI was denied a room, and they will not give it in writingI called round rock police department as proof, and can provide police incidence noWhat frustrates me about Hotwire is I was kept on hold times by their helpdesk for over an hour and provided no supportVery irresponsible after I have been a customer for several yearsI am very unhappy about this customer service and, would like to escalate it[redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ November 2, [redacted] Street [redacted] , [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 Wesley Inn & Suites in ConnecticutI understand that you are dissatisfied with your recent hotel reservation because the condition of the room fell below your expectations and t and of the issues you had with the Frontdesk when trying to check-inAs such, you requested a refund At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review After reviewing your account, I confirmed that you contacted us on October 12, Because contact was not made to us until after the reservation dates, please understand our options are very limitedRegardless, we still made a contact with our hotel partner, we talked to Sures, who stated that there were no complaints made directly to them Based on that information, I am unable to honor your request for 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I called Hotwire right from the hotel reservation desk, I was not able to talk to anyone and I can provide copy of the call recordThis person at the hotel made clear to us that there was nothing more available, and basically, he was doing us a favor by giving us what they call a room.I find concerning that Hotwire is not seeing the problem hereWe were forced to be in that discusted room because he said they did not have anything else to give usWe were bitten by bedbugs ( I can sen pictures of my husband's condition)No living creatures shiuld ever be allowed to "sleep" in an space like thatYes, we do deserve our money back Thank you Final Business Response / [redacted] (4000, 9, 2015/11/22) */ November 22, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Middletown, Connecticut I regret you remain dissatisfied with your Hot Rate(r) Hotel as brought by your complaint on the cleanliness of your hotel room As previously mentioned, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further reviewOur associates are available 24/and are dedicated to answering any questions you [redacted] have before or after you make a reservation Because contact was not made to us before leaving the hotel property, please understand our options are limited In review of your account, I confirmed that the first contact made to our Customer Care was on October 12, 2015, a fews days after you checked outTo further verify the situation, we called the hotel and spoke with Sures who indicated that no complaint was brought to their attention regarding the cleanliness of the room during your stayBecause contact was not made to us before leaving the hotel, please understand our options are limited We remain confident our business model is meeting the needs of our company's goalsBased on the information above, my decision has not swayed Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 6, 2015/11/18) */ November, XX XXXX [redacted] J [redacted] XXXXX - XXX Ave [redacted] 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 hotel reservationI understand your dissatisfaction stems as the amount you paid was higher compared to the amount we quoted onlineAs such, you are requesting to honor the rate or process a full refund 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 our Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect As I further investigate this situation, we are already conducting internal review on this matterAs such, I submitted your request to the appropriate department who can take a look at the situationIt would take 7-business days for the review to be completed We would contact you with the outcome of the investigation 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, 13, 2015/12/15) */ Why is this case closed? Hotwire has said they would review this and never did! Final Business Response / [redacted] (4000, 15, 2015/12/23) */ December 23, [redacted] J [redacted] XXXXX - XXX Ave [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Pinnacle Hotel at the PierI understand you are checking the status of the investigation promised on our previous email correspondenceWe apologize for the inconvenience this has caused you After reviewing your account, I confirmed we processed a refund in the amount of CADon December 8, Refunds take 1-business days to process and it is up to your financial institution as to when the funds will be available for useIn addition, please accept HotDollars as compensation for the delayI applied this credit to your account under [redacted] @gmail.comHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals, hotel reservations, and most flightsYour HotDollars are valid for up to one year, expiring on December 22, We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (2000, 17, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, the refund for the amount in dispute completely resolves this issueThank you also for the additional HotDollars Regards, ***

Complaint: [redacted] I am rejecting this response because: I refilled the claim for the third time, six days ago and have not received any sort of response from your companySincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ November 9, [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 Econo Lodge Allentown in PennsylvaniaI understand your dissatisfaction stems from the negative reviews that you read onlineTherefore, you requested for a full refund, in the amount of $ At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review Based on your concerns regarding the condition issues at this hotel, I further researched the propertyI read numerous reviews and did found reviews on the hotel's condition concernsWe apologize for the inconvenience this has caused you Upon further review, I contacted the hotel and talked to [redacted] He confirmed that you utilized your reservationAs such, I am unable to honor your refund requestHowever, please accept Hotdollars that we applied to your account under ***@emttech.netYou can use this credit on your future Hotwire booking specifically for Hot Rate(r) Hotels, hotels and Hot Rate(r) Cars We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response , and would also like to say that the person in which you spoke to named "***" is not correct when he states that I utilized my reservationI did not stay at the hotel/ motel at that locationWould would also go to the validity of the location and the amount of convoluted things that go on with the said location where I was booked with your companyI actually booked another stay in the same area the same night with the Days Inn by the airportSo please explain to me how I utilized my reservation? Also furthermore why I would considering I know the other location of the Days Inn at the AirportI stay there a lot when I am in the allentown areaYou can reach out to the reservation department at the Days and they can confirm this information as well Final Business Response / [redacted] (4000, 9, 2015/11/24) */ November 24, [redacted] Dr [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation in Allentown, PennsylvaniaI understand that you did not use your reservation because of the negative reviews that you saw onlineAs such, you are requesting a full refund We service two types of hotel reservations: Hotwire HotRate(r) and HotelsFor Hotels, the details are provided prior to booking and [redacted] be refundable; cancellation policies vary by the propertyYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hotwire Hotwire HotRate(r), 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 Hotwire HotRate(r) Regardless of star rating, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms In review of your account, you were given an exemption last September for a rebooking but you just simply wants a refundSince the reservation is a HotRate(r)booking you must understand that we can only give out limited exemption Upon checking you were given Hotdollars credit on your account that we applied to your account Hotwire account under ***@emttech.netHotDollars are equivalent to US Dollars when used to book Hotwire HotRate(r) Car rentals and HotRate(r) Hotel reservationsYour HotDollars will expire one year from the date of issue Based on all the information above, 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 Final Consumer Response / [redacted] (4200, 11, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolutionJust because the business states that they have a "policy" as to if the room is clean or not clean and that it is a "safe" environment, this is a matter of an opinionI was not about to stay in a location which was not safe, clean, or sanitaryI do not think anyone would with knowing of it ahead of timeThe client previously stated that I stayed at the location in which I did notAlso they in the LAST minute situation respond with a fact of the policy of cancel refunds or exchangeThis was NOT noted BEFORE the purchase was madeThey stated that it would be a LIKE hotel as in a Days Inn, A Ramada Inn, or a Comfort InnThen after the booking was made they pull a bait and switch to a non name hotelThen when I called , I could be UPGRADED to one of the named hotels for an additional priceThat is not a fair business practiceThen after to be able to state, WELL, this is our policyI did not ask for the HotWire bucksI will not use themAlso with booking an actual Days Inn location the same night for $after calling the location and they had a cancelation of a roomThis is even more disturbing in which the actual hotel price was cheaper than the hotwire "deal" of said purchase price, for a non name 3rd rate hotelIn conclusion, I disagree with the result and I disagree with the business policyI want a refund of my purchase money

Initial Business Response / [redacted] (1000, 5, 2015/06/14) */ June 14, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your car rental booking with Payless, scheduled for piat the George Bush Intercontinental Airport (IAH) on [redacted] 31, We understand that you were dissatisfied with your booking, as the total charged was higher than the estimate provided at the time of bookingWe regret any concern or frustration this [redacted] have caused We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns With Hotwire there are two different types of rental car rates, prepaid and standardThe reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counterAs there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided To better understand why there was a difference in your totals, we contacted Payless directly at the George Bush Intercontinental Airport and spoke with AngelaShe advised us that you chose to add their roadside assistance to your rental, a service that was charged at $per dayYour reservation was for four days, which added $to your totalAt $per day, the total daily rate was $40.00; with taxes and fees of $46.23, your total paid to Payless for this rental was $The roadside assistance added with Payless would explain the difference between your Hotwire estimated total and what you paid to the rental agency We hope this addresses any concerns you [redacted] have had regarding your rental with PaylessIf you have any additional questions or concerns, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am looking at my invoice and even after declining all additional services they still charged me for roadside service protectionI was still laughed and lied to by your representative Final Business Response / [redacted] (4000, 9, 2015/06/24) */ June 24, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental booking with Payless, scheduled for piat the George Bush Intercontinental Airport (IAH) on [redacted] 31, We understand that you were unhappy with the level of service you received when you contacted Hotwire Customer Care by phoneWe regret any frustration this [redacted] have caused We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns If you have any additional questions or concerns, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

May 30, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire 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 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 [redacted] ) regarding a flight reservation We understand [redacted] is requesting that Hotwire honor the price onlineOn May 26, 2017, we received receipt of the Revdex.com complaint Our records reflect the customer does not have an active flight reservation and was not charged Hotwire works from a live inventory and prices and/or availability can fluctuate The flight reservation is not confirmed, until it is ticketed Hotwire strives to provide the highest level of customer serviceWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers The customer must book at the current rate We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ August 20, [redacted] RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation with the Delta Beausejour for August 14, in Moncton, New BrunswickWe understand that your complaint stems from the level of service you received when you called our Customer Service line regarding your confirmation not being receivedWe regret any concern or frustration this issue [redacted] have caused We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns At Hotwire, we are committed to protecting your privacy and creating a safe and secure online environment for anyone who visits and books on our SiteWhen you book on Hotwire, the personal information you provide is only shared with third parties required to ensure the completion of your bookingThe personal information provided to Hotwire is not released in the booking confirmation emailsPlease be assured your financial information was not released to any other individual We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok so I had to call back to the Hotwire as I was told only $would be charged to my credit card I asked her like times and she assured me of thisGod my credit card charge and was charged $I called and had a very rude person and then got a even ruder supervisor that basically told me that I should know I was calling a U.SCompany and how are they to know I live in [redacted] I told her they asked for my address to take my credit card company and booked me hotel hour from my house as I told the girl that when o booked itHer response was they are not mind readers and I needed to ask as the customer is this Canadian charges rates Could not believe what I went through with this company and I am not happy or satisfied at all Final Business Response / [redacted] (4000, 9, 2015/08/30) */ August 30, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Delta Beausejour, Moncton, New Brunswick on August 14, We understand that your complaint stems from the fact that you were charged in USD instead of CAD and the level of service you received from our agents on the phoneWe regret any dissatisfaction this situation [redacted] have caused you Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeAs your reservation was booked with an agent over the phone, the default currency would have been in USDAfter reviewing your booking and the Itinerary page that shows the currency type that the credit card was charged in, we have determined that your card was in fact charged in USD so any additional charges would have been processed by the issuing bank as conversion fees 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, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) So you agree I was charged US charges and you reviewed my call did you review that I verified I lived in [redacted] when I told her my address when she asked for it to charge my credit card , I feel this is fraud and I should be refunded back as was not advised of this

April 14, [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 Best Western Designer Inn & SuitesI understand that you are dissatisfied with the savings you received on your hotel bookingAs such, you requested either a cancellation of your booking or a partial refund Our records indicate you booked a Hotwire Hot Rate® reservationIn Hot Rate ® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completedThrough this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as bookedAs such, Hot Rate® reservations are non-cancellable and non-refundable Allow me to further clarify how the savings provided on our site was derivedOur 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 datesTo clarify, if 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 Let me assure you we work hard to negotiate the lowest rates with our partners While 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 ratesIf you find a lower total for the same property with the same travel dates hours before check-in, we will refund you the difference Based on the information above, I am unable to honor your cancellation or 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, 8, 2015/12/08) */ December 8, [redacted] Ave [redacted] CA 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 Best Western Casa Grande InnI understand you are dissatisfied with your recent reservation because you have not received the refund of $that was promised by our Travel SpecialistWe apologize for the inconvenience this has caused you After reviewing your account, I confirmed that on August 18, 2015, you found a lower deal on a different travel websiteTherefore, on August 26, 2015, we validated your claim and processed a refund of $We recognize that this is taking longer than usual Allow me to assure you that this is not typical whenever we issue a refundTypically, refunds for LPG claims takes up to business days As such, I confirmed with our Financial Team your refund is already issued as of December 8, Please understand that it is still up to your financial institution as to when the funds will be available for useAlong with that, please accept HotDollars that I applied to your account under [redacted] @juno.comHotDollars can be used on your future booking with Hotwire for Hot Rate (r) Hotels and Hot Rate (r) Cars and is valid for year We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

May 19, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hot Rate® hotel reservation with Urban Living SuitesI understand your dissatisfaction stems from the bad reviews you read online As such, you are requesting a refund At Hotwire we take pride in being able to provide the lowest guaranteed rates for all of our productsOur target audience are flexible travelers looking for the deepest discountsTo obtain these deep discounts, we promise our partners reservations will be used as originally bookedFor all Hotwire Hot Rates®, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold inventoryRegardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate reservations Regarding the condition of the room or the property, customers should expect a clean room in working order, if there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care for further review Upon review of your account, I confirm that our Manager left a voicemail on May 12, as she was unable to reach you at that time, advising you that we are extending an exception of a rebook and refundThis exception is only valid before your chedate, however, no contact has been made Based on the above information, I am unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ November 19, [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hanover Hotel in United KingdomI understand you are dissatisfied with your hotel booking, as you found a lower rate through a different travel siteAs such, you requested a full refund Allow me to assure you that 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, and number of guests outside of Hotwire.com, we will refund you the difference After reviewing your account, I confirmed that the difference of $has been refunded to your accountI also learned that you booked a new reservation through another website, as you were under the impression that you will be getting a full refund from the email you received from one of our Travel SpecialistsI apologize for the confusion, however, upon review of the email our Travel Specialist sent, we were just confirming that you wished to have a full refund Therefore, per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing the booking, you selected a box stating you read, understood and accepted the Terms of use Based on the information provided above, I am unable to honor your request to refund your reservation We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) Insufficient explanation Not accurately stated in his e-mail one is the fault of the hotwire If you are planning "full refund" has not, the email should have wrote on his bottom "Thank you for contacting Hotwire Customer CareI understand you wish to get a full refund for your reservationI would be willing to provide you details to better assist you (Need more explanation : But by our policy You will be refunded only $ 56.25)" In principle should not be refunded but claims to compensation is possible because I was notified of the consequences for full refund It was a reply to my request Of course knew as my request is accepted 2) Non-performance of a reply October 25, after receiving an email that had been used by "full refund" I sent e-mail for information on the schedule of the refund, but you did not reply at the answerDid not answer on a question on schedule You should have instantly answered at that time for me I waited three days your replyI get a refund on 1dollar without any contact So I made reservations to other brandsI wait for enough If you accurate information for me, even then, I had another wouldn't make a reservation 3) Lack of feedback on the telephone records XXXX-Mr[redacted] made a promise to give a fair compensation to me I am a Korean interpreter using described about the unfair situation He acknowledges your faultand He spoke about compensation This conversation with a Korean interpreter hired by the hotwire you will not be able to argue that I was mistaken But you didn't get in contact with me about the call, even once After waiting three days or more get contact with an interpreter again XXXX- Telephone counselor answer that "It is well documented call on November 4, details Request is ongoing, progress and I will get check (Including descriptions of the check.) " and she comforted me If it didn't reassure me in the call that day, I had another would cancel the reservationBecause she assured me I think everything is going well 4) Bad price and Contradictory argument The goods are cheaper $ is including restocking fee XXXX-I sent an email claim about full refund because The price is Including breakfast, and restocking fee The answer to the request is As your "full refund" e-mail It was a reply to my request Of course knew as my request is accepted as you were under the impression that avoide of responsibility ( I'm very curious to know thisone of your Travel Specialists is not your coworker? This is nonsense what I mean? Then how can I contact hotwire without one of your Travel Specialists? ) You are not logical at all I've got the entire email about full refund (without any explain) and The refund received due compensation commitment The refund received confirmation once more It is tell lies to me, all three people your coworker Or, if I were that they need an irresponsible statement or not fully explain It is also your responsibility if you has a good price from the beginning, I Will never request refund you offered more expensive and worse conditions Nevertheless, You It keeps going assert a pricing policy Everything that you say is contradictory Already be proven wrong price suggested by you About this whole situationyou must let me understandable I have endured your rude e-mail replies, but Please answer is please, logical and conscientiously through Revdex.com please, logical (Except for irrational pricing policy) You agreed to do full refund (via email) Admitted wrongdoing and Promised "the rightful reward"(On the phone) You said that refund first, You must do full refund You would take responsibility for your word Final Business Response / [redacted] (4000, 9, 2015/12/01) */ December 01, [redacted] 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 Hanover Hotel in United KingdomI regret you remain dissatisfied with your Hot Rate(r) HotelYou feel that you deserve to have a full refund because you found a lower rate through a different travel site Our 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 agency with the same travel dates outside of Hotwire.com, we will refund you the difference In addition to providing information regarding our Low Price Guarantee on our email confirmations, we also provide the full Terms and Conditions in our Help CenterOur Help Center is located at the top of every page on our siteIn our Help Center under "How do I qualify for the Low Price Guarantee" we provide a link to our full Terms and Conditions After reviewing the details of your booking, you emailed our Customer Support on October 24, to file for Low Price GuaranteeWe approved the refund of $on the same date, as we confirmed the lower rate you found in amoma.comPlease note that Hotwire issues refund within one to two business daysYou [redacted] contact your financial institution when this amount will be available Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based on the information above, my decision has not swayedI am unable to honor your request for a refund Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Look, everything we did was consensual This is not a matter of argumentThis is an issue of responsibility We have reached an agreementThat's not opinion - that's a well proven fact You're not to recognize that this matter had made you This is right here is the reason why using Revdex.com 11/on phone call with Mr [redacted] We understood about duplication by the email reservation has occurred and discussed on how to resolve the situation He promised to compensate me for my loss, I agreed to and progress in the direction you want 11/You've talked compensation through "check" Except the precise timing of refund It was a state of any agreement is over I judged Feedback about the dialogue is not well with your counselor On your own showing, the conclusion seems avoidance of responsibility or not done enough to probe So, using a Revdex.com I wanted you to think seriously about this problem Discussion of compensation has been done before( I telephoned to say twice on October and November 1st .but I did not comment, Because I don't know the name of a counselorThe counselor would have been not telling He wouldn't know you , too) The two times in a phone call , I realized that and your irresponsible I have come to know that so I can solve to undergo a convincing answer The obvious answer is November 4, of dialogue with Mr*** Make sure we try to solve this problem, I ask him to leave his nameMr*** He informed his name in the meaning of the promise All of the problems caused by Customer Service System If you don't understand fully this situation, you'd feel I was imposing on you As mentioned several times, It is request for implementation for our agreement The cause of the matter is your email, Problems and to avoid the email for clarification, Discussion on the situation and their commitment to compensation, Default on a promiseThat didn't remember the promise of customer service center As a consumer, I have not received any service I have Right to compensation of as much as I paid We already have agreed and Causes and responsibility all to you please take your responsibility

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ June 22, [redacted] S [redacted] Street [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your car rental reservation with Alamo at the McCarran International Airport in Las VegasWe understand that when you contacted our Customer Care to ask about changing the scheduled times for your car rental, your new reservation was booked for the wrong datesAs such you are seeking a refund for the replacement reservation and the rental car damage protection you included with the bookingWe regret any frustration or inconvenience this situation [redacted] have caused Per our phone conversation, we have processed a refund to your Visa in the amount of $You will also receive an email confirming your refundIn order to obtain a refund for the rental car damage protection that was included with this booking, we ask that you contact Allianz Global Assistance directly, as we do not retain these fundsThey can be reached at X (XXX) XXX- XXXXIn order to identify the policy, please use the policy number HXXXXXXXX when you call 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, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I still need to contact Allianz Global Assistance as I was out of town, but I did get my refund for the car rental (waiting for it to clear the bank)which was what I wanted