Hotwire

June 9, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with The Madison Inn by RiversageI regret you remain dissatisfied with the previous information we providedI understand you feel that this hotel is falsely advertised on Hotwire websiteAs such, you requested a refund As previously mentioned, regardless of star rating, customer can expect a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, we recommend contacting Hotwire Customer Care at [redacted] ( [redacted] ) for further review To better understand your concerns, I further researched the propertyIn fact, I found most reviews are excellent pertaining to the hotel’s friendly staff, cleanliness, location and quality As previously mentioned, we are confident the hotel is an accurate reflection of a star rating property We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

June 7, [redacted] , NC [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted] Express Inn AthensThank you for getting back to us with the requested documentation While I understand you feel that this was poorly handled, I can assure you, this could have been resolved if only we received these documents at the first time you sent it Moving forward, we refunded the full amount of your reservation to your account todayPlease be advised, refund takes one to two business days and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days 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, 9, 2016/01/05) */ January 5, [redacted] , NC 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 car reservation with DollarI understand your dissatisfaction stems from additional charges received from Dollar associated with this rental First, allow me to apologize for the inconvenience this has caused youI appreciate you took the time to express your concernsCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireWith a retail booking, the total charges for your rental are billed directly by the car rental agencyWe contacted Dollar and spoke to [redacted] and she confirmed they will be refunding the upgrade fee in the amount of $within 5-business daysFor details regarding the refund, you may contact Dollar directly at XXX-XXX-XXXX Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) $falls short of the amount of upcharge that was applied by Dollar Rental CarThe total amount was $- why am I being shortchanged? Final Business Response / [redacted] (4000, 13, 2016/01/27) */ January 27, [redacted] , NC XXXXX In response to Revdex.com case number XXXXXXXX Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing you in response to your additional correspondence with Hotwire regarding your car reservation with DollarI regret you remain dissatisfied with our response as you were only refunded $instead of $ As previously discussed, we contacted the rental agency and spoke with one of their representatives and we confirmed that the refund they approved was $As Dollar is issuing the refund, I recommend contacting them at X-XXX-XXX-XXXX with any questions We appreciate your business and regret your Hotwire car experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 15, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The deal was made with Hotwire, not DollarThe incompetency that has been demonstrated through this complaint is eye openingI will not do business with Hotwire again

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ July 1, [redacted] Ave [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Sterling Inn & Spa in Toronto, ONWe understand that you are seeking a refund in the amount of $29.38, which is the difference in the booking selected, and the amount billed for this reservationYou have sent a screenshot of your selection as found on the Hotwire mobile appWe regret any frustration this issue [redacted] have caused Though the screenshot we received does not completely identify the final booking, the details provided within support your claim to an extent that we have submitted a request to our finance department to process a refund in the amount of $to the visa card used to book the reservationPlease allow to business days for processingIf you have any questions about when this will appear on your statement, please contact the financial institution that issued the card 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 customer care at 866-HOTWIRE (XXX-XXXX)We are here hours a day, seven days a week to assist you Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

April 4, [redacted] ***Fort Riley, KS 66442In 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 Revdex.com regarding your Hot Rate(r) hotel reservation with [redacted] - Wichita EastI understand you are dissatisfied with your recent booking as you were not able to cancel your reservation despite purchasing Hotel Cancellation ProtectionAs such, you are requesting a refund.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.The insurance offered during the booking path is Trip Protection offered by [redacted] Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weatherHotel Protection does not offer coverage for change of plans due to non-emergency situationsPrior to adding Trip Protection on our site, [redacted] provides a link to their Terms of UseThis provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.At Hotwire, we strive for clarity during the booking processWe provide links to the Travel Product Rules and Restrictions, and Terms of Use on the billing pageIn 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.I apologize for any treatment that was anything less than exceptional when speaking with our Travel SpecialistI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyBased on the information above, 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, 2015/06/08) */ June 8, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case#O-XXXXX Dear Revdex.com: Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a vacation packageWe understand Mr [redacted] is requesting a refundOn June 4, 2015, we attempted to contact Mr [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him Our records indicate on [redacted] 14, 2015, [redacted] or an authorized user on the account self-booked a vacation package on Hotwire.com, for two adults; travel is on September 8, 2015, with Air Canada, from Vancouver to Montreal, Canada; the return flight is on September 22, 2015, from Quebec, Canada to Vancouver, Canada with a connection in Montreal - flights are $per person for a total of $1,Hotel reservations are with Le Petit Hotel, checking in on September 8, and checking out on September 15, ($1,910.26); and a second hotel was reserved with Le Port-Royal Hotel & Suites checking in on September 15, and checking out on September 22, ($1,147.60)The total cost of the reservation is $4, Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providersAs a web-based travel provider, the rates are displayed on the Hotwire website in USDCurrency conversion pricing updates on the Hotwire website during the booking process once the customer reaches the checkout screen of the booking processOn the Trip Summary and Checkout page, the information states "All prices include taxes & fees and are quoted in US dollars"As Hotwire.com is a U.S.-based website, vacation packages - as shown on the website - are booked and billed in USD During the booking, the customer will reach the shopping cart at which time an overview and summary of the travel items booked along with the pricing will be displayedWe encourage our customers to contact us immediately should they encounter any problems and/or discrepancies with their reservation at this pointOtherwise, the customer is welcome to contact our Customer Service Department if further assistance is needed While we regret Mr [redacted] felt that his concerns were not addressed, we are unable to determine any refund or compensation is due We thank you for allowing us to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire did not address any of the concernsWe booked with an agent who clearly stated that the total would be converted into the U.SDollar equivalent of the Canadian dollar priceWe repeatl asked her about thisShe even converted it for us and my credit card statement shows this conversion for the hotel portion as shown in my original complaintThe airline portion is where Hotwire has overcharged usIf they look at there own statement they should see that there is clearly one charge of for the flight! Can they not read their own invoice? As I was iooking at the Canadian website while booking with the agent she clearly stated that though they charge in U.SDollars, the total would be Canadian not over dollarsHotwire does not attempt to explain that conversion for the hotel portion was made as the agent promised but not for the flight portionThey have also not looked at their own invoice which shows one charge of This booking was not made on line but through an agentI hope that Hotwire examines this complaint with greater careThank you

July 18, [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 [redacted] AtlantaI understand you are dissatisfied with the amount of savings you receivedAs such, you requested a 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 intentionLet 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 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

March 15, [redacted] In response to Revdex.com case number 12033252, customer email address [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservationI understand you are dissatisfied with your hotel reservation because of the condition of the hotelAs such, you requested a refund I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest - 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, 2015/06/04) */ June 4, [redacted] Street [redacted] ***, [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 Days Inn New Orleans AirportAs stated in your correspondence, you disagree with the star-rating for this property, and note that the Days Inn was not among the example hotels listed for this star-ratingWe regret any concern or frustration 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 basisAt this time, we remain confident our star-rating system is meeting the needs of our customer's goals We strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to note that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservation 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, your reservation with the Days Inn New Orleans Airport stands as originally bookedWe appreciate your business and regret your Hotwire experience was anything less than exceptional Sincerely, [redacted] Hotwire Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because:You have this hotel listed a star hotel and so why are you offering this same hotel as astarThe hotels you listed are what I was hoping to getNot this star hotelSincerely, [redacted]

April 5, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] ,Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot Rate(r) hotel reservation with Extended Stay America - [redacted] - [redacted] I understand you are dissatisfied with the handling of your insurance claim through our partner [redacted] Global AssistanceAs such, you are requesting to either rename the "Hotel Cancellation Protection" to avoid confusion or stop offering the serviceAs stated on our site, Hotel Cancellation Protection is an insurance offered by [redacted] Global AssistanceIt covers reimbursement of costs if you have to cancel plans due to illness, injury, job layoff, and moreHotel Protection does not offer coverage for change of plans due to non-emergency situationsPrior to adding the insurance on our site, [redacted] Global Assistance provides a link to their Terms of UseThis provides customers booking on our site the opportunity to review specific information regarding their policies and coverage exclusions before booking.Based on the information provided above, I feel we provided a sufficient amount of avenues of obtaining information regarding Hotel Cancellation Protection prior to bookingWe do place great value on your feedback and will keep your comments on file for possible future improvements on our site.Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future.Best regards, [redacted] ***Customer Care RelationsHotwire Corporate Office

May 5, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: [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 Ms [redacted] is requesting a refund On April 15, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 5, 2015, the customer self-booked a package reservation, using Hotwire.com Travel was on JetBlue, departing December 5, 2015, from [redacted] to [redacted] , [redacted] ; returning on December 9, 2015, [redacted] , [redacted] to [redacted] *** The hotel stay at the Champions World Resort, chedate December 5, 2015, check-out date December 9, The customer is stating, JetBlue did not allow her to board the flight; due to it was full The customer is stating, they were advised to request the refund with Hotwire Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on December 9, 2015, the customer contacted Hotwire, advising the airline did not allow her to board the flight, due to the flight was full Our agent contacted JetBlue, they advised the customer was marked as a no show and the ticket is lost with no value Our agent advised the customer, however the customer disagreed No further action was taken On May 5, 2016, Hotwire contacted JetBlue on the customers’ behalf, they advised the customer was marked as a no show The airline agent advised, their records reflect the customer contacted JetBlue on the day of travel on December 5, The customer had requested to change the flight for a later time The airline advised, the customer had missed her flight, however could change it with a $fee The customer declined the change, the customer was advised that the ticket was lost and would have no value on it JetBlue was able to verify the flight number [redacted] departed on time and had empty seats on it JetBlue advised the ticket is lost and has no value on it and they will not authorized any refunds Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands Hotwire cannot honor the request for the refund for the flight Hotwire can confirm the customer was refunded in full for the hotel booking only, on December 5, 2015, in the amount of $ Our records reflect that is the amount the customer was charged for the hotel stay We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

July 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [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 flight reservation We understand Mr [redacted] is requesting a refundOn June 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on March 31, 2016, the customer self-booked a package reservation using Hotwire.com Travel was on Alaska Airlines, departing June 23, 2016, from Portland, Oregon to Los Angeles, California; returning on June 24, 2016, from Los Angeles, California to Portland, OregonA hotel stay at Stay on Main, chedate June 23, 2016, June 24, Also included is the Expedia WaiverThe customer is stating that he was advised would have an Alaska Airlines gift card for the canceled flight Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Hotwire the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on June 20, 2016, the customer contacted Hotwire via emailThe customer advised that they needed to change his plansThe customer advising also purchased the Expedia WaiverHotwire advised the customer the flight was nonrefundable Hotwire advised the customer that they would have an airline credit with Alaska Airlines in the amount of $227.20, with a change fee of $125.00; plus any fare difference In reviewing the customer’s account on June 21, 2016, the customer contacted Hotwire, needing to cancel the package reservationHotwire canceled the hotel reservation and processed the refund in the amount of $Hotwire advised the customer the airline ticket was nonrefundable and would have an airline credit in the amount of $Hotwire advised the customer would be responsible for the change fee of $125.00; plus any fare difference Hotwire advised the customer due to the Expedia Waiver, he would be refunded for the hotel reservation if it was canceledHotwire advised the customer once the new flight was rebooked, due to the Expedia WaiverThe customer would qualify for a refund on the change fee onlyHotwire advised the customer to contact Hotwire to change or cancel the reservation Hotwire advised the customer once the new flight was rebooked, due to the Expedia Waiver The flight credit is valid with Alaska Airlines in the amount of $The flight credit is valid for year from the issue date of March 31, Since the customer purchased the Expedia WaiverOnce the customer rebooks the new flight, the customer would be refunded for the change fee only The customer must contact Hotwire at [redacted] to rebook use the flight creditWe hope the customer understands Hotwire cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/28) */ June 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 car rental booking with Alamo scheduled for piOctober 23, at the Baltimore-Washington International AirportWe understand that due to a change in plans, you would like to change your reservation for pion October 30, We regret any inconvenience this situation [redacted] have caused Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail RatesWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyOur Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundableWe confirmed the type of rental you booked is a Hotwire Hot Rate For our great low Hot Rates, we obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as booked, they are willing to offer reduced ratesOnce a reservation is confirmed on the Hotwire 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 guarantee payment to the agency, and once the reservation is finalized, we do not have access to Alamo's systems to make changes to the dates 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 conditions In consideration of the information above, we are not able to change your reservation as requested We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are over complaints regarding this same situation just in one small area! How can they be accredited by the Revdex.com? This is poor businessAnd by the way Hotwire, you think paying $30/day for a rental is a bargain? Think againIt's notIf I can't change the dates to my reservation then I will contact my attorneyI think I'll contact the ADA while I'm at it Final Business Response / [redacted] (4000, 9, 2015/07/15) */ July , [redacted] XXXXX 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 car rental booking with Alamo scheduled for piOctober 23, at the Baltimore-Washington International AirportWe understand that due to a change in plans, you would like to change your reservation for pion October 30, We regret any continued concern this [redacted] have caused As previously stated, per the Hotwire Terms of Use, all Hot Rate 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 conditions In consideration of the information above, we are not able to honor your request to change the dates of your reservation We remain confident our business model is meeting the needs of our customers, and our company'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 expectIf 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, 2015/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do you really want me to file a complaint with the American Disabilities Act? Yes, I am disabled and live on disabilityI do not have extra money to pay for something that I'm not gettingI will ask you one more time, to modify my reservationThank you

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ August 11, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Hotel ***Specifically, you are stating that the hotel did not provide you with your preferred bed type, and that you were hoping to receive a room at the W Lakeshore HotelAs such, you are requesting Hotwire provide you with a full refund or Hotwire credit totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Please understand that when you make a Hot Rate Hotel reservation there is no way to select the bed type that will be providedThere is also no way to know the name of the hotel until after the reservation is completeWhen making a Hot Rate Hotel booking you are advised that "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed." and that "After you book, the hotel's name and address will be revealed." This is included in the Terms of Use that must be agreed to before any reservation is finalized As you have stated that we provided you with contradictory information, we will review all of the data we have regarding this callIf any compensation is offered it will be based entirely off of this dataWe 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, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were supposed to listen to the tape of this transaction and get back to me in 5-business daysI called them three times and they have not ever gotten back to meIt is now monthsI have gone through my credit card company and Hotwire responded with a check off form that the customer service representative filled out at the time of the reservationThe form contains incorrect informationAt no point is there any indication that they listened to the telephone exchange Final Business Response / [redacted] (4000, 9, 2015/08/25) */ August 25, [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 Hotel [redacted] on [redacted] 21, in Chicago, IllinoisWe understand that you were expecting a different hotel with your recent Hot Rate(r) reservation, and chose not to use the roomYou are seeking a full refund because the room provided did not offer two bedsWe regret any frustration this [redacted] have caused A review of this booking shows no error on the part of our sales agentThe Hotel [redacted] is within walking distance to the Hotel Allegro ChicagoA list of hotels that are examples of the well-known brands included in the star rating was provided, and it was mentioned the W Hotel was the last hotel booked as a Hot Rate (r) deal As explained in the Terms of Use that were read and verbally agreed to upon booking: Rooms sleep the number of guestsNumber, type and size of beds aren't guaranteed Requests for specific bedding can be made, but the hotel rooms are "run of the house"The hotel partner will do their best to accommodate guests with the type of room and bed requested, but additional charges [redacted] apply At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred For future reservations, if a specific bed type is required, you [redacted] book hotels that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireYou will be able to select specific room and bedding types based on the hotel's availability In consideration of the above information, we are not able to honor your request for a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) THEY ARE MAKING IT CLEAR THAT THEY HAVE NO INTENTION OF BEING REASONABLETHEY DID NOT EXPLAIN WHY NO ONE EVER GOT BACK TO ME WITHIN THE 5-BUSINESS DAYS AS PROMISEDTHEY CLAIM THAT THE HOTEL MENTIONED WAS ONLY A SUGGESTION WHEN IN FACT I WAS GIVEN A NAME ADDRESS AND PRICETHEY ALSO CLAIM THAT THE HOTEL THEY BOOKED ME INTO WAS A REASONABLE WALKING DISTANCEIT HAPPENS TO BE A MILE AWAY FROM WHERE I ASKEDI SUGGEST THE PERSON RESPONDING PARK THEIR CAR MILE AWAY FROM THE NEXT HOTEL THEY STAY AT AND SEE HOW REASONABLE A DISTANCE IT ISTHEY ALSO STATE THAT THEIR HOTEL PARTNERS WILL DO 'THEIR BEST' TO ACCOMMODATE OUR NEEDSTHEIR HOTEL PARTNER MADE IT CLEAR THAT THEY HAD A ROOM AVAILABLE WITH TWO BEDS AND UNLESS I PAID FOR THE HOTWIRE ROOM AND FULL PRICE FOR ANOTHER ROOM THEY WOULDN'T GIVE IT TO MESO THAT IS ALSO NOT TRUE

Complaint: [redacted] I am rejecting this response because: [redacted] did not accept the Hotwire reservation - the reservation was not received by the hotel prior to my arrival as the individual responsible for online reservations had left for the day on January 6, prior to my reservation and arrival [redacted] has not received payment from Hotwire [redacted] refuses contact with the hotel manager [redacted] , who has been trying to contact [redacted] via [redacted] through which the reservation was made The manager's email to [redacted] states: No Obstante le confirmo que no hemos recibido ningún pago pues como ustedes saben nosotros autorizamos un crédito con ustedes y es por esto que se reciben pagos adelantadosPor otro lado por favor pude indicarnos que le van a reintegrar el dinero al cliente, ya que nos urge brindarle una respuesta al mismo Because [redacted] has refused contact from their hotel partner they are committed to the mistake that the hotel employee made and refuses to receive a correction from hotel management I have been told I can request reimbursement from the hotel, however, [redacted] has not received payment from [redacted] as the reservation was not accepted Hotwire refuses communication with both parties and an intermediary between hotel and guest, has not released funds to either party I believe that both parties' use of ESL employees has led to these simple miscommunications [redacted] has no system for contesting this decision A simple review of the [redacted] social media page shows their pattern of deceit and inability to deliver on customer promises, meaning, I am required to adhere to their terms of service, but this does not include their policies on overbooking, hotel requirement for overbooking or client requirement for overbooking Only after the situation arises are their policies disclosed to the consumer who has no recourse at that time Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/08) */ August 8, [redacted] St XXXXX [redacted] AL Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear CUSTOMER, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Seabreeze InnWe understand that you are requesting a refund due to the condition of the room provided we regret any frustration this may have caused Here at Hotwire we do want our customers to have a clean room, and if after getting to your room, if you find it is not clean, we are here hours a day, days a week to assist youWhenever there is an issue we work with the hotel and you to correct the issueHaving contacted the hotel, we understand that you checked out without notifying the hotel of the issue If you had contacted us before you checked out, we would have had additional options availableDue to having been contacted after the booking had been completed we do not have any additional options available After review, we have determined to compensate your account with HotDollars, which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel A separate email will be sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 8, We will be more than happy to answer any additional questions you may have For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we may work with our hotel partner to resolve the issue We strive to exceed our customers' expectations, and we regret that your 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] (4200, 15, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) $hot bucks for a room I paid $is a jokeI tried for an hour to talk to their customer service, stayed on hold till I was fed upI most certainly complained to the front desk and they bluntly told me to take it up with HotwireThis place is disgusting, not safe, a place where drug dealers and prostitution takes placeWhy Hotwire is willing to risk their reputation is beyond me! Because of the way this has been handled I will never use them again and will warn people about them in person and on social mediaI have shared pictures, anyone can see how bad this isBet you wouldn't let your family stay under these circumstances either! No I do not accept their offer, I want this on their Revdex.com record as a warning to others!

Complaint: [redacted] I am rejecting this response because: the hotel you placed me in in Paris is significantly out of the area advertised and barely within the boundaries of the shaded area I am nowhere near any of the landmarks advertised Your claims are misleading at best Again, you also failed to address the fact that my Galveston hotel was claimed to be near Golf while only actually being near a Putt Putt mini golf course I still would like a refund/cancellation for my Paris stay or at least credit and will be satisfied with no lessIf you don't wish to cancel my Paris stay, you can refund my miserable Galveston stay and I will accept that as well Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I do not accept the explanation from Hotwire I purchased the ticket at 9:a.mfrom Hotwire for an 11:a.mflight I arrived at the JetBlue checounter at [redacted] Airport at 10:a.m., one hour before the flight was scheduled to take off and was told by the ticket agent that the flight was closed and it is full and that my ticket was resold to another passenger I told the agent that I had no luggage and could have gone through security and boarded the flight in plenty of time before the scheduled departure JetBlue did offer me a seat on the 3:p.mflight, but this was not acceptable to me because I had an interview late that afternoonI asked her if they can do a refund the money to buy my ticket with a different aero line, The counter look her computer and said to me "you didn't buy tour ticket with us call the agency where you bought your ticket", the counter never did a warning to me that I will lost my ticket if a I walk awayWas her advice to call the agency hotwire for a refund I immediately called Hotwire from the airport and at first was told that my airfare as well as my hotel reservation would be refunded and was placed on hold for about minutes, when I asked for a confirmation number I was placed in hold a second time for minutes while the agent checked with her supervisor When the agent came back on the line, she confirmed that the hotel reservation would be refunded, but that the airfare would not be refunded I went back to the JetBlue counter they ready left the place, it was empty Next day I called to Jet blue to cancel the hole transaction and I was told that nothing could be done by JetBlue since Hotwire is a third party provider If there was not enough time to board the flight, why did Hotwire sell me the ticket in the first place and if there were empty seats on the plane, why did JetBlue close a domestic flight one hour before takeoff It seems more likely that the flight was overbooked which is why the flight was closed one hour before takeoff Since I am a customer of Hotwire, they should do more to protect my interests rather than just accepting the alleged explanation from JetBlue I am sure that they sell a lot of airplane seats for JetBlue on flights that are under-booked and should have some leverage with them Thank you Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ January 8, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia 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 Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand [redacted] is requesting a refund of the cancellation penalty and travel insurance On January 08, we contacted [redacted] to acknowledge receipt of their Revdex.com complaint, however there was no answer Our records reflect on October 28, 2015, customer self-booked a flight for himself using Hotwire.com websiteTravel was on Air Canada and with Air China, departing December 20, from Boston, Massachusetts to Beijing, China with a connection in Montreal, Canada and returning on January 15, 2016, from Beijing, China to Boston Massachusetts with a connection into Montreal, CanadaThe customer is stating he was denied boarding due to invalid travel documents Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesIf they have any additional questions, we advised them to contact us immediately before purchasing the itineraryAs Air China was the merchant of record and the company that charged the customer's credit card, we have to abide by their rules and regulations In reviewing Mr***'s account, we have no record the customer contacted us regarding document requirements prior to travelingIn addition, Hotwire does not provided passport/visa requirements for international travelWe provide a disclaimer on the website and is displayed on the copy of the customer's itinerary, which states as follows Proof of Citizenship is required for international travelWhen children are traveling, additional documentation may also be necessaryIt is your responsibility to meet entry requirements for the countries you are traveling to and connection through We can confirm that Mr [redacted] did contact us on December 20, 2015, as he was unable to board his flightOur representative assisted the customer in cancelling the reservationBased on the fare rules that the customer agreed to at the time of booking, he was charged a $cancellation feeWhile the travel insurance coverage was purchased as part of the reservation, it was not refundable as the reservation was cancelled the day of travel Hotwire considers this matter as closed, as we are unable to honor the customer's refund request 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the customer service on the day I purchased the ticket and asked specifically if my trip required visa to Canada The customer service called Air Canada to consult my caseAt the end, the representative told me that I can travel without Canada visaI do not accept that response from hotwire which seems to be unaware of my contact on the day I purchased my ticket Final Business Response / [redacted] (4000, 9, 2016/01/26) */ January 26, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered Per our previous response, we have no record the customer contacted us regarding document requirements prior to travelingIn addition, Hotwire does not provide passport/visa requirements for international travelWe provide a disclaimer on the website and it's displayed on the copy of the customer's itinerary, which states as follows Proof of Citizenship is required for international travelWhen children are traveling, additional documentation may also be necessaryIt is your responsibility to meet entry requirements for the countries you are traveling to and connection through As the customer has not provided any additional information, Hotwire considers this matter as closed, as we are unable to honor the customer's refund requestWe respectfully asked that the Revdex.com close this case We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service