Hotwire

July 26, [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 Ramada Airport and Convention CenterI understand you are dissatisfied for not receiving one of the hotels listed as examples at the time of booking Upon review, we confirmed that your reservation was refunded on July 25, Please be reminded, refunds may take one to two business days and is up to your financial institution as to when the funds is available for use We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 10, 2016/03/07) */ March 7, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) reservation with Days Inn BramptonI understand you are dissatisfied with your recent hotel booking as your refund request was denied despite sending screenshots showing the rate being advertised in CADAs such, you are requesting a refund of the difference in rate We strive for clarity on our Web siteBecause customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details After checking your account, I confirmed you booked the reservation on our Mobile Application for AndroidOur Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed inOn 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 We looked into the screenshots you sent, however, we are unable to verify a screenshot showing that before completing the reservation, the rate in the trip summary was quoted in CADThe only screenshot showing rates quoted in CAD was your reservation with Best Western Plus Toronto Airport HotelTo further review, kindly send us the screenshots of your reservation with Days Inn Brampton showing the trip summary in CAD to [email protected] we receive these documents, we will review them for a possible refund for the difference in rate 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, 2015/10/20) */ October 20, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @sbcglobal.net 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 Hotwire bookingYour dissatisfaction stems from the star rating we providedHence, you want a refund 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 Business Response / [redacted] (1000, 5, 2015/08/05) */ August 5, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Taj Boston on October 23, in Boston, MassachusettsWe understand that you are dissatisfied with your reservation, as you do not agree with the 5-star ratingAs such you are seeking a full refundWe regret any concern this [redacted] have caused We would like to clarify how the star-ratings are assignedPlease understand there is no current national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine a hotel's star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct feedback from Hotwire customersOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percentage of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's ratingWe assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basisGiven these factors, the Embassy Suites San Francisco Airport - South San Francisco is listed as a 4-star hotel on Hotwire While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationI am happy to explain how the savings provided on our site was derivedSavings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-hoursDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable Based on the above information, we are not able to honor your request for a refund Hotwire always guarantees a clean and comfortable stayIf you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us so that we [redacted] work with our hotel partner to resolve the issue We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/27) */ Hotwire keeps saying they use Expedia as their primary source for rating hotels and I repeat again that the Taj is not rated as such on Expedia (nor on Travelocity or hotels.com)And the customer reviews on sites such as Expedia and Tripadvisor basically suggest it is no better than a star hotel, so again there is no apparent reason why only Hotwire would consider it a star hotelEven Hotwire's customers do not give the same amount of favorable reviews for the Taj as they do for legitimate star hotel in Boston And Hotwire also plays fast and loose with the savings they purportedly offerThey shouldn't be allowed to say the price I paid ($199) was a 69% savings on the regular rate when in fact the regular rate on the Taj's website was $for the same datesJust because there was a star hotel (namely, the Ritz Carlton) that had a rate of $shouldn't give Hotwire the right to deceive people into thinking that was the price for a lesser rater hotelI have saved printouts of Hotwire's deceptive listing and can send a photo if needed I continue to ask either for a refund or to be given a room in a real star hotel in that same area for the price I paid Final Business Response / [redacted] (4000, 20, 2015/09/02) */ September 2, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Taj Boston for cheOctober 23, and check-out October 25, We understand you remain dissatisfy with our respond, as such you are requesting a refundWe regret any frustration this [redacted] have caused you As the previous agents already stated we are unable to guarantee the amount of savings on every reservation, we based our savings 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 datesWe assure you we work hard to negotiate the lowest rates with our partnersOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates We are confident in our star rating system; we rely on our customer's feedback, not other travel siteWe sent out post stay surveys to all our customers that booked through usWe received surveys back from our customers that stayed at this hotelThis hotel received a recommendation score of 92%, it is rated out for the hotel condition score, it is rated out of for room cleanliness and quality of service Based on the information we have about this hotel, we won't be honoring your request for a refund or rebook you to a different hotelOur decision remains finalIn future if you are looking to be at a specific hotel let's say the Ritz Carlton, we will recommend you to book our standard rate hotelIn that case, you can choose the hotel of your choiceWe hope you enjoy your stay, and pleasantly surprised with your experienceWe look forward to serving your future travel needs Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 22, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have nothing left to sayI gave specific numbers about hotel rates for that weekend and Hotwire says they're right without offering proof

March 9, [redacted] New [redacted] CT [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.comI regret you remain dissatisfied with the previous information we provided Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our end As previously mentioned, an email confirmation is provided after a booking is completedIn addition, a customer will be charged immediately for the type of reservation you bookedThese are indications that your booking went through Based on that information, 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

April 13, [redacted] dr [redacted] GA [redacted] In response to Revdex.com Complaint ID [redacted] 3, Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Econo Lodge Inn & Suites MariannaI regret you remain dissatisfied with the previous information we provided As previously mentioned, 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 helpUpon review, there were no contacts made to HotwireAs such, we did not have the opportunity to help out at that time Based on the situation, we feel that the HotDollar credit is an adequate compensation in regards to this matterOur decision to not honor your refund will remain final We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

November 11, [redacted] In response to Revdex.com Complaint ID [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with AlamoI regret you remain dissatisfied with the information we provided Upon further review, we learned that the charges are validPlease be advised that your pick up and drop off date was modifiedYou booked the reservation to be picked up on October 7, at 11:PM, however, based from the receiptYou picked up the car at 12:PM on October 7, which is hours and minutes earlyIn addition, you dropped off the car minutes late than your indicated drop-off time which is 6:PM Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 22, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hertz Car RentalI understand you were advised not to travel to [redacted] due to your medical conditionAs such, you are requesting to change your reservation Our records indicate that you booked a Hot Rate® Car reservationIn Hot Rate® Car bookings, the pilocation, car size, and the price of the car are revealed to the customer, but the specific rental agency is not revealed until after the booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersHowever, in exchange we guarantee to the car rental companies with which we do business that reservations will be used as bookedAs such, Hot Rate® Car bookings are final and cannot be cancelled, refunded, changed, exchanged, or transferred We do understand some events are beyond the customer’s control and allow for refunds under extenuating circumstances but we do require specific documentationIn your case, since we are unable to change a reservation, we can review for a possible refund, we require medical documentation from your doctor stating you are unable to travel on the specific dates of the reservationThe letter needs to specify you are unable to travel on your reservation dates due to your medical conditionThe letter does not need to specify what the condition isWe require the note to be on clinic or physician letterhead only and must be signed by a doctorYou can send the document as an attachment to [redacted] The review process may take seven to business days from the receipt of documentation We can also assist with rebooking for the new dates required, just visit our site hotwire.com or contact us at ###-###-#### We appreciate your business and look forward to assisting you further Best Regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ September 16, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Ms [redacted] , We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Chicago South Loop HotelSpecifically, you are stating that the hotels free parking lot was full; as such you are requesting a refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Please understand that when we list free parking as an amenity you can expect that free parking will be availableHowever we cannot guarantee that the parking lot will not reach capacity Based on your previous contacts with us and the above information, our decision to not provide a refund will remain unchangedWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms [redacted] , I regret to say I am unable to make sense of your replyYou wrote: "Please understand that when we list free parking as an amenity you can expect that free parking will be availableHowever we cannot guarantee that the parking lot will not reach capacity." Since you requested it, I triedBut I do not understandReally, what does this mean? It's like saying "You can expect that the hotel has an airport shuttle, but the shuttle [redacted] not be running" or "You can expect a pool and gym, but leave room for the possibility that they are under maintenance and not available." To me, "you can expect parking" means I can rely on parkingThis is what I believe the Hot Rate hotel contract with the customer is all about Needless to say, I have been to hotels with free parking beforeNot only have I always found a spot, but also I have *NEVER [redacted] seen another hotel where they give you a parking permit that reads "Yeah, you probably won't find a spot." (I have the permit and can send you an image of it if you'd likeI have paraphrased it a bit, but this is the spirit.) It's simply an insult to the customer! Here's a quote from your website, under "How can I find a place to stay with specific amenities?" which is what I tried to doYou reply, "You can choose the place you want to stay based on amenities that best suit your needs e.g., pool, in-room kitchen, proximity to golf courses or access to the beach." The website does not say, "However, understand that the description we give is unreliable and you might not get what you pay for." So what do you mean? How does "please understand this might not work" fit in with your publicly announced mode of operation??? Since it has been proven that you and I do not understand each other, let me attempt to explain my position once again I choose this hotel for the free parkingI explicitly searched for that, just like your website seems to adviseI paid extra for that amenity(Free parking is rare in Chicago, and hotels which provide it charge more.) I booked on Hotwire because I trusted your businessI was convinced that, while you do not reveal the name of the hotel, you stand behind your promise of qualityAnd I was convinced that the list of amenities had meaning The result? I had to look for parking on the streetThis means I was overcharged and it means I was misleadIt also means that your advertising was false I truly do not see what's there to disputeI paid for a serviceI do not receive itWhere's my refund? Regards, A [redacted] Final Business Response / [redacted] (4000, 9, 2015/10/09) */ October 9, [redacted] XXXXX-XXXX In response to Revdex.com Case Number XXXXXXXX Itinerary Number XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to re-address your concerns as sent through the Revdex.com, regarding your booking with the Chicago South Loop HotelWe hope that you enjoyed your stay at the hotelI apologize for the frustration that the free parking situation [redacted] have caused you When Hotwire customers search for hotels on the Web site, the search results show information such as Property type, Star Rating, Neighborhood/Location and Amenities offered by each establishmentCustomers can then choose the hotel that best suits their needs from the list of hotel options that match their search criteriaMoreover, if an amenity is listed, we guarantee it is found at the hotel Upon reviewing your reservation, I confirmed that free parking, is an amenity listed for the hotel you bookedHowever, as stated in the Hotwire Terms of Use, we are unable to guarantee that the amenities will be in service at the time of the stayPlease understand, some amenities [redacted] be seasonal, unavailable due to renovations or offered on a first come first serve basis As such, we will not provide any further compensation We remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will forward your comments for possible future improvements to the Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and regret your Hotwire experience was anything less than exceptional Sincerely, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ September 3, [redacted] Way [redacted] Beach, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking Rosen Plaza Hotel on September 5, in Orlando, FloridaWe understand that you would prefer a different hotel for this Hot Rate (r) hotel bookingYou are seeking to cancel this reservation for a refund or change the location of the bookingWe regret any inconvenience this situation [redacted] have caused First I would like to say here at Hotwire, we strive for excellence with our customer service and regret if we failed to do so in this caseWe train our agents to be polite, and provide accurate information in a timely mannerWe have noted your concerns and will address the issues so we [redacted] attempt to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns A review of your reservation shows that all the agents you spoke with did provide accurate informationOur Hot Rate(r) Hotels offer deep discounts to customers who have some flexibility when travelingYou will find these deals on the Hot Rate(r) Hotels tab during your searchThese fantastic deals allow the customer to specify general location, star rating, amenities, and priceCustomers will find out the name of the Hot Rate(r) Hotel, immediately after they bookDue to the highly discounted rate backed by our Low Price Guarantee, our agreement with our Hotel partners is Hot Rate(r) Hotel reservations will be used as booked and are non-cancellable, non-changeable and non-refundable On 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 In consideration of the above information, we are not able to honor your request for a refund We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They failed to even acknowledge that although I understand their "no refund" policy, they did not give me the hotel that I was actually bidding onInstead they gave me a hotel that was stars, not the stars they mislead me to believe I was purchasing Final Business Response / [redacted] (4000, 9, 2015/09/13) */ September 13, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Rosen Plaza HotelWe understand that you disagree with the star-rating for this hotelWe regret any concern this [redacted] have caused Per our records, this reservation was selected and booked with a 4-star ratingAs there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, Rosen Plaza Hotel is listed as a 4-star hotel on Hotwire At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedbackCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and hope to assist you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) advertising, fraudThis company never once addressed my concerns

April 14, [redacted] In response to Revdex.com case number [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] I regret you did not accept our previous responseI understand your concern over the hotel’s online review about bed bugs infestation As we previously mentioned, we checked and read reviews on numerous sitesWhile we did find a few feedback concerning the hotel’s condition, we did not find any trend of reviews about bed bugs infestationIn fact, we found the most recent reviews were favorable citing the hotel’s friendly staff, cleanliness, location and quality Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help After checking your account, no contact was made to Hotwire at the time of your stayBased on the information above, our decision remains finalWe are unable to issue 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 Tell us why here

April 27, [redacted] Re: Hotwire Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on February 19, 2016, [redacted] booked a Hotwire Vacation Package which included roundtrip flights from StLouis, Missouri to Seattle, Washington and a three-night stay at the Days Inn from April 14, 2016, through April 17, We understand from [redacted] complaint that on April 7, 2016, he realized that his booking was not for July 14th through July 17thHe contacted our office and was informed that in order to make the change, he would need to pay an additional $1,which included a $change fee and difference in fare [redacted] declined to pay the airline imposed fees and requested that we just change the dates After further review, we have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire’s website, without the assistance of a Hotwire representative The services provided by Hotwire are that of a third party intermediary, the airline; in this case Alaska Airlines, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseThe customer will also see the airlines name in the transaction information of her credit card statementAs Alaska Airlines was the merchant of record, they are also the party who sets the policy for their ticketsWe see no error by Hotwire and as such are unable to change the travel dates without receiving payment from [redacted] We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

November 3, [redacted] In response to Revdex.com Complaint ID [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Alamo Car RentalI understand you are dissatisfied with your recent car booking for being charged by the rental agency in addition to the amount you paid HotwireAs such, you requested a refund As previously stated by our Research Team, the extra charges you indicated were for the following services: - Toll Pass Drive - Extensions - Taxes and fees related to the above services or features Please be reminded, additional services and features are not included with your Hotwire reservationThus, you are billed directly by the rental agency If you have questions regarding the following services that you were chargedPlease contact the rental agency directly Based on the information above, we are unable to honor your refund request as we found that the charges are valid 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, 2015/09/20) */ September 20, [redacted] XXXXX [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 Scottish Inns Near the Falls & Casino for September 12, We understand that you had wanted to book a star hotel, but feel you received a star hotelAs such you are requesting a refund and a free hotel stay anywhere you wantWe regret any frustration this [redacted] have caused and appreciate the time you took to bring this to our attention After some investigation, we saw that the first attempt to create a booking for September 12, was for a star hotelThe booking that was confirmed was for a star hotel as wellIt appears the booking completed for the correct star rating 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 reviewBecause contact was not made to us about the condition of the room until after the reservation dates, our options are limited We contacted the hotel, and they mentioned when you checked in, they upgraded your room to a room with two beds and a JacuzziThey said there weren't any issues brought to their attentionIf there are any issues with your room, after you have checked in, please bring those issues to the attention of the front desk or call our customer care representatives at HOTWIRE (468-They are available hours a day to assist you Based upon the above information, we will not be honoring your request for a refund and a free hotel stay anywhere you wantWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact customer service and I was suppose to be getting a star hotel for that price but the app glitchedthe Jacuzzi tub had brown comming out of it and everything was filtyI told the owner it was filthythe entire place was was discusting it should be shut down aND it is a scam that they took that much money from us! the only other person we talk to there other than the manager who was staying there also complained several times tooI have pictures of the filth that was there too!!! who [redacted] I send them too?! my fiance and I got got unual acne all over our faces from the pillows and we felt sick mentally and physically the next day! I'm thinking a out suing hotwire for not making this rightI am appalled by the horrible customer service I was giving by calling them twice as well!! I was on the phone for over an hour for just one of the calls!?!?!? my fiance and Is hard earn money was ripped off! this is unexceptabl! someone is going to make this right! WHERE DO I SEND THE PICTURES OF THIS FILTHY SICKENING HOTEL!!!!!!!!!!!! THE FLOORS WERE SO DISCUSTINGDID YOU GUYS EVEN READ THE ENTIRE POST?!?!?!?!?!?!?!?!?!? Final Business Response / [redacted] (4000, 9, 2015/10/14) */ October 14, [redacted] XXXXX [redacted] XXXXX In response to the Revdex.com case number: XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear Ms [redacted] , We are writing in response to the issues you raised with Hotwire through the Revdex.com regarding your hotel reservation with the Scottish Inns near the Falls & Casino for September 12, From what we understand, your complaint originated with a previous hotel reservation which fell short of your expectations and we do apologize about the inconvenience this has caused you We were able to contact the hotel and we spoke to [redacted] September 20, who validated that there were no issues reported during your stay and you were upgraded to a room with two beds and a Jacuzzi At Hotwire, we do expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working orderAs this hotel stay is complete, our options to work with the hotel to resolve this situation are limitedHotwire appreciates your feedback regarding your experience at the Scottish Inns Near the Falls & CasinoOur goal is to exceed your expectations and we regret we did not do so on this occasionFor future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please first work with the hotel and if needed contact our Customer Care representatives at HOTWIRE (XXX XXX-XXXX)They are available hours a day to assist you and we will work with our hotel partner to resolve the issue We regret to inform you that we cannot provide a refund or any additional compensation to your account Sincerely yours, [redacted] Customer Care Relations Hotwire Corporate

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ August 27, [redacted] Bay [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz on August 19, in Raleigh/Durham, North CarolinaWe understand that you arrived late to pick up your car due to a delayed flight, and the rental location was closedYou are seeking compensation for the alternate rental you had to rentWe regret any inconvenience this situation has caused Hotwire has confirmed with Hertz the car was not picked upYou have been refunded the cost of the rental, $28.34, on August 25, Hotwire would be willing to reimburse you for any additional costs associated with this rental periodPlease submit a copy of the receipt for the Avis car rental, which shows the dates of the rental and the total cost for the rental feesPlease be advised that any additional services purchased from Avis (such as supplemental insurance, fuel service or child safety seats) were not included in the initial Hot Rate(r) rental, and will not be a covered expense You [redacted] email a copy of the receipt to [redacted] @hotwire.com, attention: [redacted] , REF#XXXXXXXXXXOnce the receipt is received, we can proceed with the refund process which can take 7-business daysIf you prefer, you can fax the receipt to: XXX-XXX-XXXX 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

April 5, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***,Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your reservation with Hotel Emona AquaeductusI understand you are dissatisfied with your recent hotel reservation, specifically with its star rating and internet accessibilityAs such, you are requesting a refundCurrently, 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 hotelTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackNevertheless, you should expect a clean room in working order.Additionally, we strive for clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needs, such as Free Breakfast, Free Parking or a Free InternetIf an amenity is listed, customers can expect it is found at the hotelIf you encounter a problem, first work with the hotel and contact us if you need helpAfter reviewing your account, I contacted the hotel and talked to ***He confirmed that they offer free internet access within their propertyBecause a contact was not made at the time of stay, please understand our options are limited.We remain confident our business model is meeting the needs of our company's goalsAs we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities.Based on the information above, we are unable to honor your refund request.We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best Regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2016/01/05) */ January 5, [redacted] , [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Red Roof Inn Knoxville Central - Papermill RoadI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating, as you had to rebook a new reservation with a higher rateAs such, you are requesting a refund of the difference in rate of your new booking We understand star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.comTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditionsHowever, upon investigation, I have confirmed that even though we find no error in the star rating of your previous reservation, our Travel Specialist still extended an exception to rebook you to a new booking and cancel the first one at your costAs we work with live inventory, rates varies and changes from time to time based on availabilityHotwire issue refunds 1-business days and it will depend on your financial institution's policy as to when the funds will be available for use Based on the information above and as rates are subject to change based on availability, I am unable to honor your refund request We 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] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You absolutely contradict yourself if you say you want your customers to have a larger say on what the right star rating for a particular hotel may be if you don't take their feedback seriouslyAs I stated, every other site has them in the star range, and had their room at 25% of the rate you baited me into paying originallyThis comparative price was found AFTER I booked the room through your hoax of a program I checked the box agreeing to the terms of your agreements with the misconception that your entity had the integrity to rate the hotels you represent fairly and to do so without intent of ripping your consumers off If you were acting faithfully in this sense, I imagine it wouldn't have taken a month to respond to this case and you would be investing a lot less time in responding to Revdex.com complaints I am completely dissatisfied with the results of your response and will not be surprised when your business practices catch up to you Final Business Response / [redacted] (4000, 12, 2016/01/27) */ January 27, [redacted] , [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 regarding your reservation at the Red Roof Inn Knoxville Central - Papermill RoadI regret you remain dissatisfied with the previous response on how we calculated the star rating and what to expect at the hotel upon check-inAs such you want to have a refund on the extra amount that you paid at the time of rebooking Please be advised that it was is our intention to mislead our customers on how we represent our hotel partners and their qualityRegardless of the hotel's star rating, we guarantee our customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners the opportunity to rectify the situationIn the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at [redacted] ( [redacted] ) We remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will forward your comments for possible future improvements to the websiteCustomer 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, my decision remains the same; 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

Initial Business Response / [redacted] (1000, 7, 2015/09/13) */ September 13, [redacted] PO Box XXXXX [redacted] XXXXX Re: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your booking at the Milwaukee Airport Inn for cheAugust 11, and check-out August 12, We understand that you were offered HotDollar credit but you were not able to use them on your booking; as such you are requesting the creditWe regret any frustration this [redacted] have caused After reviewing your account, we can confirm that the hotel did not have your reservation and you were able to book yourself at a different hotelThe agent processed a refund and offered a HotDollar credit for the inconvenience but you declined the offer, instead requested to just get a refundThis credit was not added because you declined it Per your request we have added HotDollar credit on your Hotwire accountOne HotDollar is equal to $USD, can be used towards our Hot Rate hotels and rental carsThey are good one year from todayYou will also receive an email with more information about the HotDollars 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 Business Response / [redacted] (1000, 6, 2015/08/06) */ August 6, [redacted] Blvd [redacted] XXXXX Re: Revdex.com case #: XXXXXXXX Itinerary #: Not Provided Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding a refund for your hotel stayWe understand that you are dissatisfied with your recent experience with Hotwire customer service agentsWe regret you experienced anything less than world class service We were unable to locate your booking using the information provided in your letterWe do not see any recent booking associated with the email address [redacted] @ [redacted] .comIn order to address your concern, please provide us with the email address or phone number used at the time the booking was made, and the itinerary number on your confirmation email Once we have the above requested information, we will be able to review your account and address the issue you have outlined in your Revdex.com letter We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms [redacted] I find this response utterly bewildering since my complaint concerns the company's failure to respond in a decisive wayThey are, despite enormous amounts of data being provided still proceeding in the same way as they have previously I would really appreciate if a senior manager at Hotwire could make the effort of calling me instead of constantly hiding behind ill informed call center staff The booking reference associated to this booking is as follows XXXXXXXXXX Final Business Response / [redacted] (4000, 22, 2015/08/31) */ August 31, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for again reaching out to us so that we [redacted] further address your concerns sent through the Revdex.com regarding your stay at the Custom Hotel LAX, A Joie de Vivre Boutique HotelSpecifically, you state that while on hold or when attempting to escalate your calls have been disconnected, that our rates change when you look at them later on a different device, you feel that you have to reach out to us via the Revdex.com to get our attention, and you are claiming that you have not received a refundAs such, you are requesting that we again address your concernsWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to again express your concerns We have reviewed your account and have confirmed that on two occasions while you were on hold the call was disconnected, when our agent became aware that you were no longer on the line they reached out to you, however the call from us was not answeredAs we have stated in previous correspondence it is not Hotwire policy to disconnect your calls One of the ways we are able to procure such low rates is by giving our partners full control over both their inventory and what they chargeThis means that the rate we provide is the most up to date possible, but it also means that rates and inventory can be dynamic It is regrettable you feel that you need to go beyond our Customer Care team to receive answers to your questionsWe hope that this rephrasing of our answers will clear up any miscommunication that has occurred If at this time you do not have the refund that has been applied to your account, we encourage you to reach out to your financial institution to find out when they will be releasing the funds to you We are glad to have answered your questions in both this response and our previous correspondenceWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best Regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 24, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clear that you will continue to not address the issues I have raised but instead continue to provide wrong information with regards to dropped calls and avoid answering a direct question with regards to price manipulation This is bordering on arrogance, not to me but to Revdex.com, a company that you signed up to in order for consumers to be able to address concerns and bad business practices You are using the Revdex.com logo for your own benefit while having no intentions of abiding by Revdex.com policies Why will you not contact me by phone or let me contact you directly? How will you enable me to prove that what you are claiming about dropped calls is not true? Why are you failing to address my allegations of price manipulation and instead talk about general policies? Regards [redacted]