Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ August 11, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Country Inn & Suites Prospect Heights, ILWe understand you are seeking a refund for this reservation, as the hotel did not have free shuttle serviceWe regret any concern this [redacted] have caused When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities that best suit their needs, such as Airport ShuttleIf the amenity is listed, we guarantee it is found at the hotelWe have contacted the hotel, and confirmed that they do have an airport shuttle available; the Airport Shuttle amenity is a listed amenity for this hotel, but it is not listed as a free amenityThe description provided along the booking path and in our Amenity Guide located in our Help Center is as follows: "Airport Shuttle - Property offers transportation to and from the airportShuttles [redacted] run during limited hours or require a reservation; an additional charge [redacted] apply." In consideration of the information above, we will not be refunding this reservation 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 Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not contact hotel based on this informationWhen I first called in they told me they would check what I said out about no shuttle and they did, and told me airport shuttle is freeAnd not only free but we don't haveI was then told because it does not state any where about limited access of service or fees that [redacted] is getting from, that it's not our problem that hotels do not update information to us so it's nothing we can doSo by hotwire and hotels lack of proper information/advertising, I should not be held responsible for their misleading ads and I asked for a replacement of service or refundI would like for hotwire to handle their misprint respectfully by re-booking since they can make changes since I only called in right away and not waited for days to bring this matter up which they can easily fix Final Business Response / [redacted] (4000, 10, 2015/08/17) */ August 17, [redacted] 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 Bureau, regarding your booking with the Country Inn & Suites Prospect Heights, ILWe understand you are seeking a refund for this reservation, as the hotel did not have free shuttle serviceWe regret any frustration this [redacted] have caused As previously stated by Hotwire representatives it is clearly stated on our web site before you book that "property offers transportation to and from the airportShuttles [redacted] run during limited hours or require a reservation; an additional charge [redacted] applyListed in the terms of use it is also listed *You'll pay the hotel directly for additional charges, like room service or resort feesThis includes transportation costsWe understand you did not choose to utilize this reservation as booked and are looking for compensation In regards to your claim that the hotel does not provide a shuttle service we have reached out to the hotel and spoke with the front deskWe were able to verify that they do have a shuttle service available; it is $within miles and does not run on the weekends Since we strive for clarity on our site, we provide communication about the amenities we service in our Help CenterOur Help Center is located at the top of every page in the right hand cornerUnder "How can I find a place to stay with specific amenities?" we provide a link to our full Amenity GuideThis guide provides customers an opportunity to review all of the amenities currently listed on our siteIn addition, if a customer has any inquiries it is recommended to contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservation We remain confident our business model is meeting the needs of our customersWe do place great value on your feedback and will retain your comments for 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 Based on the information provided above, we have provided a sufficient information regarding transportation to and from the hotel prior to bookingThat being stated, our decision remains the same and we will not provide any compensation regarding this matter 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 Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 12, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is only clearly stated that this hotel provide free shuttle and no other information such as days and hours as well as a feeThat hotel from hotwire web page clearly advertised misleading and fraudulent information of free airport shuttle, which had no small print of disclaimer about other things mentioned by corporate customer relationsAs far as my trip I could not go based on the misrepresentation of hotwire.com, and which I am not liable for the miscommunication between the hotel and hotwire updatesIt is to be understood again that I was, and only seeking a re-booking of another hotel that has free shuttle to make up the forcing of services not honored by maybe a simple mistake to update hotwires advertising which I clearly mentioned once again since I guess my statement was ignored firsthand

Complaint: [redacted] I am rejecting this response because it does nothing Sincerely, [redacted] ***

April 21, [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 Hotwire and the Revdex.com, regarding your hotel reservation in Hilton [redacted] I understand you are dissatisfied with your recent booking as you were not able to modify your reservation despite getting approval from the hotelAs 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 As we strive for clarity during the booking process, links to the Travel Product Rules and Restrictions, and Terms of Use are provided 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 if your experience was anything less than exceptional when speaking with our Travel SpecialistsI have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns Based on the information above, I am unable to honor your request to transfer your reservation at another property in Buckhead or cancel the booking and receive full refund 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, 5, 2015/07/22) */ July 22, [redacted] Avenue [redacted] XXXXX RE: Revdex.com Case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns, as sent though the Revdex.com, regarding your hotel reservation at Hotel Zalmedina checking in June 24, We understand that you are concerned about your refund check, that you should have receivedWe apologize for any frustration this [redacted] have caused After further review we have found out that we will be reissuing you a new checkWe will be sending it to the address provided earlierWe do apologize that this has taken so long to resolve, and thank you for your patience in this matter We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response for two reasons: FIRST REASON: Parts of the letter DO NOT REFER TO MY COMPLAINT: - The letter is addressed to a "Mr***", my name [redacted] Yolima [redacted] - In the letter they talked about a hotel " [redacted] "I do not know this hotelIf you read the original complaint, the problem was that I made a reservation for NH [redacted] , when I arrived there were no rooms available, and I was send to SofitelI was charged the price of NH by Hotwire, and I was asked to pay for Sofitel directly and told that I was going to receive a reimbursementI have not received this reimbursement in more than year - The letter refers to a checking date of "June 24, 2015", which is incorrectThe checking date of the situation I am complaining about was April 19, - The itinerary number in the top of the letter is correct: XXXXXXXXXX, and every time I call Hotwire's customer service they are able to locate my reservation with this numberI do not understand the reasons behind the errors in the response letter 2ND REASON: In the response letter, they say they are going to send me a new check but they don't mention when, or the amountSince the entire letter is full of errors, and does not describes my situation, I am not confident they will send the checkThe check has to be for euros I have the e-mail and documents proving that Hotwire promessed me this reimbursement Thank you very much, I appreciate your advice in the matter Best regards, [redacted] Final Consumer Response / [redacted] (2000, 10, 2015/07/30) */ Dejar Sir or Madam, I received today the check for euros from Hotwire Thank you very much, I really appreciate your help Best regards, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/08/13) */ August 13, [redacted] Lane [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 Alamo on July 24, in Minneapolis/St Paul, MinnesotaWe understand that you were unable to pick up your rental car because you are using a debit card for deposit at the agencyAs such you are seeking a full refund for this reservationWe regret any frustration this situation [redacted] have caused On review of your account information, Hotwire verified the car was not used as bookedYour refund has been approved in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company We would like to provide you with some information about booking car rental reservations on the Hotwire siteAfter selecting the pidestination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters enteredOn the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies able to accept a debit card for deposit from a local renter Hotwire partners with Alliance Global Assistance, who provides the third party insurance policies for our customersHotwire does not collect the funds for this reservation; therefore you will need to follow up directly with Allianz Global Assistance for any refund due on your insurance policyThey [redacted] be reached at XXX-XXX-XXXXThe policy reference number is: HXXXXXXXX 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, 5, 2016/02/01) */ February 1, [redacted] XXXXX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Country Hearth Inns & Suites - GainesvilleI understand your dissatisfaction stems from the condition of the hotel and star ratingTherefore, you requested a refund 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 HotwireWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly At Hotwire, regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for additional support After further research about the property, I did find numerous reviews on the hotel's conditionPlease accept our sincere apologies along with HotDollars I applied to your account [redacted] @qq.comHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and Hot Rate hotel reservationsYour HotDollars are valid for up to one year from issue, expiring on February 1, Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 6, 2015/08/12) */ August 12, [redacted] Circle [redacted] 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 with the La Tour Belvedere in Montreal, QuébecWe understand that, due to medical reasons, you will be unable to use the reservationAs such you were requesting to cancel the booking for a full refundWe regret any concern this [redacted] have caused, and I hope your daughter is feeling better soon Per our telephone conversation on August 11, we have processed a refund in the amount of CAD to the American Express card that was used to book the reservationPlease allow up to three business days for the financial institutions to complete the transfer of fundsAn email was sent to you at [redacted] @ [redacted] confirming the cancellation and full refund 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

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 24, [redacted] Avenue [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 car reservation with Hertz for June 20, We understand that you are requesting a refund due to attempting to pick up the rental and the agency showing the reservation as closedWe apologize for any frustration this [redacted] have caused We understand that the booked for June 20-June 23, but you meant to book for June 13-We acknowledge that you did rent a car with Hertz and had to pay for itOn June 20, you went to Hertz and they informed you the car was no longer availableAccording to the notes, we see that you faxed in documentation in order to get a refund In this case we have refunded you $The refund typically takes 1-business days to get back to your financial institutionAfter that it is up to your financial institution as to when the funds will be availableWe did notice you purchased the rental car protection from Allianz Global AssistanceIn order to seek a refund from them, you would need to call X-XXX-XXX-XXXX We 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

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 Hot Rate(r) hotel reservation with [redacted] * [redacted] / Chicago Area, ILI understand you are dissatisfied with your booking as you received a smoking room despite filtering "Smoke-free rooms"As such, you are requesting a refund for your Hot Rate(r) hotel reservation, and the amount you paid to book for alternate propertyOur customers can expect a non-smoking room if the hotel shows a "Smoke-free rooms" amenity in the details provided onlineAfter reviewing your reservation, I confirmed that "Smoke-free rooms" amenity was not listed for this propertyI also confirmed you booked your original reservation on December 4, for a non-smoking accommodation at [redacted] PlazaHowever, it was booked for the wrong dates, which resulted to a call you made to our Customer Care DepartmentOne of our Travel Specialists assisted you in rebooking at [redacted] ***, which has most of the amenities included in your first reservation, with the exception of the smoke-free amenity, which we overlooked.Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireDue to this, we are willing to refund your Hot Rate(r) hotel reservation in the amount of $In addition, please send us a copy of the receipt you paid for the alternate hotel for reviewYou may send it to customersupport [redacted] via attachmentAfter we complete our review, which takes 7-business days, we will notify you of the outcome via emailWe cannot guarantee a specific resolutionOur 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

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 9, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your booking with Alamo at the Chicago O'Hare Airport, pick up September 29th, We understand that you were unable to rent due to medical reasons and have submitted documentation for a refundAs such you are requesting a full refund to be processed immediatelyWe regret any inconvenience this has caused you Here at Hotwire, we are able to secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our website will be used as originally bookedFor this reason, all reservations are booked as non-changeable and non-refundableThese terms and conditions are displayed prior to booking, and you had indicated that you had read and agreed to themHowever, Hotwire understands there can be emergencies and we have policies to make exceptions under certain circumstances, provided we receive valid verification We received your medical documentation and have advised you that they were not validPer our policies, we are unable to accept discharge papers as verificationWhen the reservation was placed under review on August 28th, we sent an email advising what the acceptable forms of documentation areWe require documentation on a physician letterhead or from hospital or hospice organization stating the timeframes correspond with dates of travel, or that traveling will cause condition to worsenThis needs to be signed by the doctor, registered nurse, physician's assistant, nurse practitioner, or the hospice organizationUnacceptable forms include: prescription pads, work/school notes, insurance forms, or hospital discharge papers To date, we still have not received valid documentationPlease submit one of the forms outlined in the email that was sent out on August 28thOnce we receive the documents, it can take seven to ten business days to reviewAt which point, we will contact you to let you know if you were approved for a refund We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns, please contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hospital discharge certificate clearly shows 09/as the baby appointment date which is conflicting with travel date.Seeing doctor again will cost me additional $fees, is Hot wire ready to pay? Final Business Response / [redacted] (4000, 9, 2015/09/17) */ September 17, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental reservation with Alamo, scheduled for piat the O'Hare International Airport on September 29, We understand that you are unable to use the reservation, as you child has a medical appointment scheduled during the time of the reservationAs such you would like to cancel your reservation for a refundWe regret any concern this [redacted] have caused On review of your account, we see that you contacted Customer Care on August 28, 2015, requesting a refund of the reservation as you would not be able to use the reservation for medical reasonsYou were advised that we have procedure in place should a medical emergency prevent you from using the reservation; the reservation is cancelled, and the refund is on hold pending receipt of documentation to support the reason for cancellationAcceptable documentation is that on physician letterhead, signed by the doctor, stating the timeframes of the illness correspond with dates of travel or that traveling will cause condition to worsenThe agent obtained your permission to cancel the reservation, and an email was sent informing you of the documents requirements and where to send them; this was sent to [redacted] @yahoo.com, the email address that is associated with your Hotwire account The documents we have received thus far did not meet the requirements in order to provide you with a refundWithout correct documentation, we are unable to honor your request to cancel and refund your reservationOnce we receive this documentation, we will review and provide a prompt response to your requestYou [redacted] fax your documents to XXX-XXX-XXXXPlease be sure to include the itinerary number on your documents We appreciate your business and hope we have the opportunity to assist you with 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

Complaint: [redacted] I am rejecting this response because:please review my original complaintIt is all covered in thereIn summary, I am a Canadian calling from Canada to a 1-number that is listed on there websiteI am booking hotels in CanadaAt no point in either phone call was I informed that I was being charged in American currencyWhy would I even have any reason to think I might be being billed in American when you consider this information? Please feel free to call me if you require any clarification at allI am feeling so frustrated that they are completely ignoring this logicThis seems like a scam to meThere is no possible way that I am the only victim to be taken in by this Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ [redacted] 27, [redacted] Drive [redacted] Suite [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 Sheraton Nashville Downtown HotelYou state that you were unable to use your Hotwire HotDollar credit toward this reservation, as you booked using the mobile app for the bookingYou are now seeking a full refund for the reservation or a $refund to your credit cardWe regret any frustration or inconvenience this [redacted] have caused Our records show that you contacted Hotwire by phone [redacted] 6, 2015, seeking compensation for the service level received during your previous stay with the Sheraton Nashville Downtown HotelYou were then awarded HotDollars, to be used toward a future booking on the Hotwire siteAs you booked your new reservation using the Hotwire mobile app, you were not able to apply the HotDollars The HotDollars were awarded as a courtesy, and this amount was not deducted from what was paid to the hotel by Hotwire for your stayAt Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the 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 transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions In light of the above, we are not able to refund you for this reservation, or apply a $refund to your credit cardYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until April 13, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent 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] (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) When receiving the email informing me that HotDollars were credited to my account, the only requirement for using them as stated by the email was that I must be signed into my account when making the reservationThere was absolutely ZERO mention that this could not be done through the mobile appWhen making the reservation in which I wished to apply the credit, I was signed into my account through the mobile app - which by the terms in the email should have been enough, yet they are now claiming that they cannot be used when booking through the appIf that is the case, the requirements stated in the email should say thatPer the email, I fulfilled my end of the requirements by being signed into my account when making the reservation while they did not fulfill their end by not honoring the stated requirementsThe $credit is what I expect because they did not honor their stated requirements while I did - it doesn't matter that they paid the rate to the hotel or notI will forward the email with the requirements to whoever I need to, I just need the email address Final Business Response / [redacted] (4000, 9, 2015/06/14) */ June 14, [redacted] Drive [redacted] Suite [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with the Sheraton Nashville Downtown HotelPer your letter, you were logged in to your account at the time of purchase using the mobile app, and per the email you received, you state that was the only requirement in order to use the HotDollars that had been awarded to youBecause the HotDollars were not applied to your booking, you are requesting a $refund to your credit cardWe regret any continued frustration stemming from this issue The HotDollars were awarded as a courtesy, and this amount was not deducted from what was paid to the hotel by Hotwire for your stayWe are not able to retroactively apply HotDollars to a booking once it is completedYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until April 13, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent Our decision remains, we are not able to honor your request for a $refund to your credit card Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is fraudulent business practice, periodIt doesn't matter whether they deducted the $from what they paid the hotel or not - they CAN refund the amount to my credit card, they choose not toThe email stating I had the credit available clearly stated the only requirement was that I be logged into my account when making my reservation, which I wasThere was nothing stated ANYWHERE that this could not be used when booking through the mobile app - the only way I found out was when I called their customer service after the booking was complete and too late to cancelIt does not matter if that $remains in my account or not, I will never use Hotwire again, so it will remain unused apparentlyI still want the $refunded to my credit card

April 6, [redacted] Dr [redacted] , VA [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 reservation with Magnuson Hotel ColumbiaI regret you remain dissatisfied after the information we provided Upon further research of the property, I honored your refund request as an exceptionPlease be advised that the refund normally takes to business days and is up to your financial institution as to when the funds will be available for use which typically takes to business daysPlease also disregard the HotDollar credits applied to your account 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, 5, 2015/10/31) */ October 30, [redacted] XXXXX [redacted] Dear ***, In response to Revdex.com case number XXXXXXXX Hotwire Itinerary number XXXXXXXXXX We are writing this letter in response to Hotwire through the RevDex.com regarding the hotel reservation that you have with the Red Roof Inn & Suites Detroit-Lincoln Park in Detroit, Michigan I understand your dissatisfaction stemmed from the fact that you were billed again by the hotel and you were unhappy with the room with the condition of the room receivedWe apologize for the inconvenience this has caused I called the hotel on your behalf and was able to speak to [redacted] , the Hotel Manager she confirmed that you did use the hotel reservation, [redacted] also stated that you were already refunded by the hotel last October for the double billing issue, she also informed us that the pool heater was damaged and as a from of compensation ,they provided you a One night VIP Pass [redacted] give you a VIP Pass [redacted] All Red Roof Hotel BranchesPlease contact the property at (XXX) XXX-XXXX if you have questions We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Hotwire Corporate

Initial Business Response / [redacted] (1000, 5, 2015/08/09) */ August 9, [redacted] XXXXX [redacted] St [redacted] XXXXX Re: Revdex.com case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your booking at the Super8-Liberty- NE Kansas City Area for cheAugust 4, and check out August 6, We understand that this hotel didn't meet your expectationsAs such you will like to get a full refundWe apologized for any inconvenience you encountered due to this situation We have reviewed your situations and did confirm when you booked the reservation this hotel didn't advertise a pool amenityWhen you want a specific amenity such as pool you always have to select it on our amenity list but this reservation was just booked without a pool amenityI saw that you booked the reservation for two adults and two children, the hotel confirmed that you were provided a room that can accommodate four people -two beds nonsmoking At Hotwire, the way we get our great Hot Rates is by guaranteeing payment to our partners once the reservation is bookedThat's what makes Hot Rate hotel final bookings once confirmedRegardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room Based on the above information we won't be able to honor your request for a refundWe did provide all what we guaranteed on this booking We also confirmed with the hotel that you checked in to the hotel and we hope you had a wonderful stay 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, Suwadu Jallow Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never checked into this hotel and if this response just goes to show the dishonesty of the hotel and or hotwire.comThe only concern they even addressed was they hotel didn't have a poolThey didn't even address the poor quality of the hotelI wI'll never use hotwire again and if they continue to refuse to offer a refund I will have no choice but to file a charge back with my capital one card Final Business Response / [redacted] (4000, 9, 2015/08/18) */ August 18, [redacted] XXXXX Laci St Omaha, NE XXXXX Re: Revdex.com case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to readdress your concerns as sent through the Revdex.com regarding your booking at the Super8-LibeKansas City AreaWe understand you disagree with our response and still looking to get a refund of this bookingWe apologized for any frustrations this [redacted] have caused We have done further investigation on your reservation, and called the hotel again and spoke to SamHe was able to clarify you were a no show, but they held the rooms for you, that is why the agent that we spoke with on the day of your travel gave us the information that you were in house At Hotwire we don't based our ratings on other site's reviewsWe begin with Expedia's star rating, then adjust it up or down based on our customer's feedbackRegardless of a hotel's star rating, you should expect a quality experience from our hotel suppliers, including a clean and comfortable roomOur partners will do their best to accommodate those needs if you give them the opportunity We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the 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 information above we won't be honoring your request for a refund 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

April 5, [redacted] , IN [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Days Inn and Suites Navarre Conference Center, FLI understand that you are dissatisfied on 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 pub**shed 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 **st 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 fal**ng in the middle of the **stDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from Let me assure you we work hard to negotiate the lowest rates with our partners While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesIf you find a lower total for the same property with the same travel dates hours before check-in, we will refund you the difference Based on the information above, I am unable to honor your 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

May 9, [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with The [redacted] I understand you are dissatisfied with your bookingAs indicated in your letter, you feel that the star rating of the hotel is misrepresentedAs such, you requested a refund Our records indicate that you booked a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as booked Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we use Expedia’s rating system and only downgrade based on customer feedbackRegardless 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 Upon review, I confirmed that we provided HotDollar credits for your experience 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

July 18, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear Christopher, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Hotel [redacted] AnaheimI regret you remain dissatisfied with the previous information we provided We appreciate the screenshots you shared to usUpon review, we confirmed that the ratings you found was from our Hotwire Hotels sectionThis is another way of Hotwire to offer amazing hotels to customersUnder this section, customers have the ability to browse deals by hotel nameRates from this section are different to Hot Rate® hotels that are deeply discounted The rating percentage which is scored from to for Hot Rate® and retail (Hotel’s section) hotel bookings can be different as the experience for Hot Rate® booking starts with the booking process all the way through to the rate paid for the roomIt is expected to be different as the Hot Rate® bookings are deeply discounted unlike the retail hotels as mentioned above Regardless of how the hotel is rated, we can assure you Hotwire regards cleanliness in its utmost importanceYou should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, you can contact Hotwire Customer Care at [redacted] for help At this time, are position has not changedWe remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and your business with HotwireWe hope to better serve your travel needs in the future Best Regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ November 9, [redacted] W [redacted] Circle [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) Hotel booking in IowaI understand you are dissatisfied with the location of your previous reservationAs such, you are requesting for full refund, in the amount of $ We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) HotelsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveller Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking pathThat map defines the area in which the hotel can be locatedIn your case, the area selected was "West Des Moines - Clive, Iowa." I assure you the Sterling Hotel and Suites - Des Moines is located within the green shaded map defining that area Based on the information above, my decision has not swayedI am unable to honor your request for a refund Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire only addressed reimbursement of funds.I also asked to change my reservations as an alternative and Hotwire ignored that requestIt was too late at this time to change reservations since I already completed my trip before the response was receivedMy biggest complaint is that Des Moines Intl Airport DSM area hotel, Fleur Drive, Des Moines, Iowa was offered as being available when it was notThe Hotwire employee stated he believed the hotel was being remodeled and is not availableFor Hotwire to list a hotel that is not available is advertising, misleading, and illegal and should be removed from Hotwire selectionsIf I knew Hotwire did not have that hotel available I would have used someone else to book my reservationsI do this so others do not have to suffer the same experience I went through with HotwireDes Moines Intl Airport DSM area hotel, Fleur Drive, Des Moines, Iowa should be removed from Hotwires listings Final Business Response / [redacted] (4000, 9, 2015/11/24) */ November 24, [redacted] W [redacted] Circle [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Sterling Hotel and Suites - Des Moines in IowaI understand you are dissatisfied on the results of your booking, as you are expecting a property near the airportAs such, you are requesting a full refund We service two types of hotel reservations: HotRate(r)and HotelsFor Hotels, the name of the property, star rating and the amenities offered are provided prior to booking, and [redacted] be refundable; cancellation policies vary by hotelFor all Hotwire HotRate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedI confirmed the type of reservation you booked is a Hotwire HotRate(r) I can assure you it is not our intention to mislead its customersRather, we strive for clarity during the booking processThe neighborhood we service often stretch beyond one specific district or municipality, we provide a map highlighting a shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapI confirmed that the hotel is within the shaded map we provided during the booking process Based on the information provided above, my decision has not swayedI am unable to honor your request for a refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire refused to answer the questionThe trip was taken and lodging used before they even made a commentI was not asking for a refund since the trip is overWhat I asked is to remove misleading information from their websiteAdvertising Des Moines Intl Airport DSM area hotel, Fleur Drive, Des Moines, Iowa when they know it is not available is misleading and illegalThe hotel needs to be removed from their website

Complaint: [redacted] I am rejecting this response because: I purchased my hotel through Hotwire not through the hotelHotwire has made refunds for exceptions before without considering the hotels policies - I know from personal experienceHotwire is unethicalI am requesting a refund due to arrangements being made on my behalf because my father passed awayI had booked this hotel not knowing hotel arrangements were being made for my familyI've made several Hotwire purchasesThis was a serious circumstance and they are acting like I was on a VACATION I was attending my Fathers funeralHotwire is the most inconsiderate corporation I've ever seen in my lifeI will make sure to tell everyone I know about how they wouldn't make an exception for my family's lossSincerely, [redacted]