Hotwire

September 6, [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 booking with Oceans I regret you remain dissatisfied with the previous information we provided Please be advised that we are unable to validate the screenshot you providedAside from the screenshot doesn’t show it was the actual page you were provided before you confirm the reservation, the amenities on the screenshot you provided doesn’t match the amenities listed on your confirmed reservationTherefore, the hotel reservation indicated on the screenshot is for a different property As previously mentioned, the details of your reservation doesn’t indicate we guaranteed an oceanfront property Based on the information above, our decision remains finalWe are 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 Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because:I do not believe this representative was not able to find my reservationI have spoken in depth on two different dates to customer service representatives that only needed my email or phone numberI am not sure what is going on but I spoke with team supervisor ID # [redacted] on 10/29/at 9:11pm for minutesThat was the day after my hotel stay when I noticed there was an unauthorized charge pending from Hotwire on my credit cardThis team supervisor would only give me the letter TIN as her nameShe would not give me her real nameI explained the situation and she told me that she saw where [redacted] tried to apply Hotwire dollars to the second hotel reservation before charging my card on 10/28/I told her that [redacted] told me several times because I asked twice about being charged only the $from the previous reservationI did not at anytime give [redacted] permission to charge my credit card anymore than $The team supervisor said she would have to get the call reviewed from the conversation with [redacted] even though she saw that I was not supposed to be charged more than $The team supervisor tried to offer me Hotwire dollars instead of the money that they were not authorized to take from my cardIf these recording get deleted, we will know there is definitely a scam brewing at HotwireI will spend every cent I have to fight this on principal alone to show Hotwire and other businesses that they cannot get away with breaking the lawThis is despicableI am disgustedSince you would like to pretend that you cannot see my reservationsI would gladly provide this information to youInitial hotel reservation that was refunded [redacted] 2nd reservation - Hilton hotel reservation [redacted] I, [redacted] ***, made the initial reservation onlineI was refunded the initial reservation amount [redacted] assisted me with a new reservation over the phone the date of my reservation, 10/28/17, because of the problems I had experienced at the initial hotelShe searched for a hotel and told me that a comparison would cost more but Hotwire would take care of the differenceShe told me she was applying the difference and I would not be charged anymore than $My email address is [redacted] Now you cannot say you do not have my informationI am highly surprised that a customer service representative can easily pull up my information while a Customer relations representative cannotI am flabbergasted Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 24, 2015 [redacted] Street [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the... RevDex.com, regarding your hotel reservation. I understand you were dissatisfied with the accommodation provided by our partner. As such, you are requesting a full refund. I regret the frustration and inconvenience this situation caused and appreciate you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect. Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. Based on all the information above, I am unable to honor your request for a full refund. Please accept our apologies along with 25 HotDollars credit added to your [redacted] @verizon.net account. HotDollars are equivalent to US Dollars when used to book HotRate(r) Car and HotRate(r) Hotel reservations. Your HotDollars are valid for up to one year. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

March 9, [redacted] In response to Revdex.com Complaint ID [redacted] customer email address [redacted] Dear [redacted] I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand you are dissatisfied as your hotel booking was cancelled at the time of your check-in 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 the reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further Best regards, Janielle Alarcio Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ October 21, [redacted] Ave XXXXX [redacted] Dear [redacted] , In response to Revdex.com Case number XXXXXXXX Hotwire Itinerary Number XXXXXXXXXX I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation in Appleton-Neenah, WisconsinWe understand that your dissatisfaction stemmed from a refund request due to a medical situation I confirmed that you have submitted a letter explaining why you were not able to use the hotel reservationThis type of documentation is not sufficient enough to consider a refund based on our non- cancellable reservation, The reason why we are asking for a medical document is to process some exemption under medical situation We apologize for the inconvenience this has caused you, we would like to request from you a fax copy of the medical certificate duly signed by the attending physician on his letterhead, the dates of confinement should correspond with the dates of travelPlease send the fax copy of the medical certificate through our Main Fax Number X-XXX-XXX-XXXX Once we receive this documentation, it will take 7-business to review the documents for a possible refundYou will be notified via email regarding the outcome of our review We appreciate your business and regret your Hotwire experience was anything less than exceptionalWe look forward to assisting you further in this matter Sincerely yours, [redacted] Customer Care Hotwire Corporate

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ July 16, [redacted] XXX - XX Street [redacted] RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Ms [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Holiday Inn StJohn's Government CenterSpecifically, your mother has passed [redacted] and you would like Hotwire to accept the documentation that has already been submittedAs such, you are requesting that we change company policy to better accommodate your situationWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Here at Hotwire we understand that unforeseen events can happen; as such we have policy in place to accommodate situations like the one you have unfortunately experiencedWe do however require specific documentation to be submitted for our records Based upon your contact with our customer care team and the information provided above please understand that we will not be accepting the documentation that has already been submittedWhen you have access to the required documentation please include your itinerary number and fax it to our research team at (XXX) XXX-XXXXWe regret 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 Business Response / [redacted] (1000, 6, 2015/07/30) */ July 30, [redacted] XXXXX [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 Holiday Inn Express [redacted] in [redacted] California, on July 16, We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your partyAs such you are reimbursement for a portion of this stayWe regret any inconvenience this [redacted] have caused you We strive to exceed our customers' expectations, and we regret to learn that your customer service experience was anything less than excellent Hotwire clearly messages on our site that all rooms booked will accommodate the number of people enteredUpon researching your reservation, we did find it was made for two rooms and four adultsHowever, on our website the number of guests booked is for the total amount of travelers, not per roomFor example, this reservation had two rooms that needed to accommodate four adults in all; this is seen as two people per room, and can be accommodated by a king bed in eachA reservation for four people per room would need to be listed as two rooms with eight adults to have appropriate sleeping arrangementsOur hotel partners will do their best to honor any specific requestsThey [redacted] charge an additional fee to change your room or bed typeHot Rate(r) Hotels are considered "run-of-house", and the hotel will place your party in a suitable room based on its availabilityWe cannot guarantee bed sizes or types, even after contacting the hotel and making your preference known Based on the above we will not be providing compensation as requestedWe appreciate your business and look forward to assisting with your future travel needs If 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, 9, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your reply is contradicting itself In the first part of your response, you wrote: "We understand that you were provided with a room with a king size bed, and needed additional sleeping arrangements for the number of guests in your partyAs such you are reimbursement for a portion of this stayWe regret any inconvenience this [redacted] have caused you." So you are saying you are reimbursing me "a portion of this stay" right? In the latter part of your reply, you wrote: "Based on the above we will not be providing compensation as requested." So which is it? And to clarify, you keep repeating the number of people booked, I have told your Customer Care Representatives multiple times that I had called within minutes of receiving the confirmation email stating the wrong number of guests, and I was told that a note would be left with the reservations stating a specific bed type requested, the manager at the Holiday Inn Express even told if someone from Hotwire would've called or contacted them they go out of their way to accomodate the requests, and he also said that earlier during that day, rooms with beds were available Also, having to repeat myself mutliple times to repeat my issue to different agents even after I told the 2nd one to please type in my issue so in the event I get disconnected I would not have to repeat everything all over again, but that was not doneAlso asking for a callback number "in case we get disconnected" but not calling back is just bad customer service After I finally spoke to a supervisor, he had the gall to tell me that I had not called at all that night (I have phone records to show I did) and that there was nothing in their system I would like a clear answer whether or not I am getting reimbursed Thank you, [redacted] Final Business Response / [redacted] (4000, 11, 2015/08/06) */ August 6, [redacted] XXXXX [redacted] Re: Revdex.com Case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to respond to your further correspondence through the Revdex.com, regarding your hotel reservation at the Holiday Inn Express [redacted] , for cheJuly 16, and check-out July 17, We understand that you need clarification if we will be providing any partial refunds due to your situation Hotwire clearly messages, on our site, that all rooms booked will accommodate the number of guests bookedYour reservation was booked for two rooms and four adults We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate hotels Based on the above information, the hotel provided you with a room that was able to accommodate the number of guests bookedTherefore, we are unable to honor your request for a partial refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 13, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly, you do not seem to care to read about the situation I have explained in the previous communication, much like how your customer service representatives lack decorum when I first corresponded while in [redacted] ,**You stick to your so-called policy and pretend you listen to your customers with their complaintsSadly, your customer service does not provide any service at all except leave your customers furious from the long wait to dropped calls, no call back, no one taking/writing down on their (hotwire's) computer whatever it is the customer is complaining on (so the customer has to repeat over and over again to follon his/her complaint) and when the customer escalates a complaint to the supervisor you put the blame on the customer why do you even bother having customer service? Again, I am writing this: I immediately called customer service to consult on the discrepancy with my booking within minutes of receiving the confirmation email, as your site is not clear on the number of guests (whether per room or total)All the hotels I booked with, it's the number of occupants PER ROOMThe customer service at that time advised that he will put a note on my reservation to have beds per roomTake note that the reservations are for MONTEREY & SOLVANG, not [redacted] aloneRead this paragraph again (and again) before you replyI will be patient asserting my right as a consumer/customer I am not trying to deny there was an error in the number of people booked due to the non- standard way you ask for the number of guestsTHAT is why I called, and because when I spoke to the supervisor he actually saw that I had called after I had booked, amazingly you had that in my fileSo at least one customer care representative actually typed in something on your computer system The issue here is the lack of customer service, a simple "please call the hotel to confirm the bed type." Would've been better than "I will leave a note with your reservations specifying two beds per room." And not doing it Also having a Hotwire customer care agent tell me when I called when we arrived at the Holiday Inn Express [redacted] Agent: " Did you accept the rooms with the single beds." Me: "Yes." Agent: " Well you shouldn't have accepted those rooms." Me:"And where are we supposed to sleep tonight?" Agent: "...." Me: " You're telling me to refuse the rooms I already paid for and is NOT refundable by Hotwire?" Agent:"....." Then hangs up on me and does not call backIs that what you call customer service? To try and cram adults into rooms with a single bed each?? I could've asked for a full refund, but I am taking 50% of the blame to have trusted your company to do what it said it would do, so I am asking for partial refund

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ January 29, [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 Extended Stay America in Orange County, CAI understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, as your request to cancel the reservation was not honored On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates(r) and Hotwire Standard RatesFor standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a feeOur hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundableThese restrictions enable our partners to better manage their unsold rooms After reviewing your reservation, I have confirmed you booked a Hot Rate(r) hotelOn the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: All bookings are finalNo refunds, changes or transfers Your account will be billed for the full amount when you book After you book, the hotel's name and address will be revealed Hotels will require a credit card when you check in; debit cards may not be accepted You'll pay the hotel directly for additional charges, like room service or resort fees Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed Sometimes amenities may be closed for the season or for renovation, though we try to show what's currently available Based on the information above, I am unable to honor you request for 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because regardless of the booking type - the website had a tag on the room that it was refundable Further, I called five times and asked for a Supervisor four timesI was placed on hold, hung up on and never transferred to a Supervisor Hotwire used Bait & Switch tactics, and hid under the 'there are two types of bookings" mantra [redacted] Final Business Response / [redacted] (4000, 13, 2016/02/23) */ February 22, [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 Extended Stay America in Orange County, CAI understand you were dissatisfied with your recent hotel booking as you thought the booking was refundable As previously mentioned, you booked a HotRate(r) HotelWe obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation As all HotRate(r) bookings are final, we provide a list of Hotwire's Terms of Use on the billing pageThis gives customers the chance to review the reservation details before completing the bookingBelow was the bulleted reminders provided at the time of booking: All bookings are finalNo refunds, changes or transfers We billed your account the full amount shown in the Hotwire total You pay the hotel directly for charges like room service, parking or resort fees Keep this confirmation or your confirmation email to show your booking is prepaid 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

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ October 14, [redacted] LA XXXXX In response to the Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your rental reservation with Hertz car rental from September to September 18, I understand you are dissatisfied with your recent Hot Rate car booking since there were no cars available for you at the time of pick up Unfortunately, overbooking does occur occasionally in the car industryIn such situations, we ask our partners to do their best to accommodate customers into alternate vehiclesWe recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involved In the event a customer arrives to one of our rental partners to find their vehicle is not yet available and the agency is unable to resolve within a time-frame deemed appropriate, we are then able to look into further optionsTypically, we are able to resolve efficiently, providing a rebooking into another agency on our Web site After reviewing your Hotwire account, I confirmed a refund in the amount of $was issued on September 16, We issue refunds in 1-business daysAny further questions regarding the specific timeframe of this process will need to be directed to your card company Allow me to assure you this is not a typical occurrence for customers booking through our sitePlease accept my sincere apologies for any inconvenience this situation created along with a credit of HotDollarsHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservationsYour HotDollars are valid for up to one year, expiring on October 13, After carefully reviewing your account, we determine that we can refund the difference on your new reservationWe require a copy your final rental receipt with a full breakdown of charges for your alternate reservationWe request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to [redacted] @hotwire.comWe process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account I am very sorry to hear about what happened to your family memberWe appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This portion of the response is very unclear to me "After carefully reviewing your account, we determine that we can refund the difference on your new reservationWe require a copy your final rental receipt with a full breakdown of charges for your alternate reservationWe request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to [redacted] @hotwire.comWe process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account." I am not understanding if I am being given the same response which I was given via the phone conversationThe difference is being offered to be returned to me, but I am unclear if it is being offered under the same stipulations from 9/16/which were: the reservation would have to been through hotwire againI was told during that conversation that I could not be refunded the difference from a third party companyMy question and concern is am I going to be reimbursed the difference from Enterprise, which was NOT reserved via hotwireAgain, I did not have the extra money to pay the difference between the two prices also, I've never disputed the fact that the initial refund was given to me, the issue was as still is the greater amount I had to pay to get another vehicle at full priceI also understand that overbooking happens, but as I've stated in my initial complaint and during the phone call on 9/16/2015, I did not receive a phone call from Hertz or hotwire, I was told minutes would be the amount of wait time for another vehicle (that did not happen), and a very important trip was pushed back tremendously Final Consumer Response / [redacted] (3000, 19, 2015/12/17) */ COMPLAINT DESCRIPTION: December I need someone to call me as soon as possible regarding this situationMy phone number is XXX-XXX-XXXXI also ask that someone listens to the call between your representative and myself on December 2; from the second phone callIf needed, the case number with the Revdex.com is: XXXXXXXX DESIRED RESOLUTION: I would like to have received my refund as of 12/9/as I was told on 12/2/However, it seems as though I will have to wait even longerI would like the company to right the second wrong offense against meI am a consumer of their company and should be treated as suchI should have been honored the verbal contract of receiving my money when I was told I wouldI have never felt so degraded as a customer by any companyThe refund issue is not why I feel this way, but the way the employees seem to be trained to repeat themselves, as opposed to offering a timely resolution when they KNOW the customer is right and their employee liedI also feel this way because the employees speak to their customers in a very nonchalant and condescending manner when they realize that the customer is not agreeing with themI want to be treated fairly as a customer and not lied to, just to shut me upBesides the money I am owed, since 12/9/2015, I really do not know what can be done to resolve this issueI can say that the employees need training on speaking to customers, to stop reading a script, and telling lies to customers Final Business Response / [redacted] (4000, 27, 2016/01/13) */ EMAIL FROM BUSINESS: She was refunded on 12/

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ August 11, [redacted] Street [redacted] 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 the Crowne Plaza Montreal AirportWe understand your complaint stems from the booking having been made in US dollars, and the apparent increase in cost during the conversion from USD to CAD when you received your statementAs such you are seeking an adjustment to your Hotwire billingYou also mention your dissatisfaction with the level of service received when you contacted Hotwire to this regardWe regret any frustration this [redacted] have caused We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe take customer feedback very seriously, and we appreciate the time you took to notify us with your concerns Upon investigation, we have confirmed that your reservation was booked using the mobile appHotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeOn the Hotwire mobile app, you can accomplish this by following these simple instructions: Open the Hotwire mobile app, and touch Settings (gear symbol) Select "currency" and chose CA$, or Canadian Dollars This will set your default currency to CADWe assure you, the conversion calculation from USD to CAD and back is done by the financial institutions involved, and there were no added charges from Hotwire after the booking was completedThe actual tax amounts paid by Hotwire to the hotel supplier [redacted] vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by the customerThat being stated, we retain service fees as compensation in servicing a customer's travel reservation The information mentioned above is made available to our customers' in the Hotwire Terms of UsePrior to completing this booking, you selected a box indicating you accepted the Hotwire Terms of UseIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges and service fees In consideration of the above information, and that are not able to retroactively adjust the currency type once the reservation has been completed, we will not be adjusting your bill as requested 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

Complaint: [redacted] I am rejecting this response because: I informed the hotel that our internet access was not accessibleThe hotel was unable to resolve the issueI am being charged for services that Hotwire guaranteed which were not delivered upon our stay amongst other thingsWe left the hotel early because of this inability to resolve our issueNow I am contacting Hotwire for restitution of which is being denied to me.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ January 5, [redacted] E [redacted] Drive Apt [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation at the Holiday Inn Hotel & Suites Tampa N - Busch Gardens AreaI understand your dissatisfaction stems from the room provided by our partner, as you were not properly accommodated based on the number of people you check inAs such, you are requesting to be reimbursed on the amount you paid directly to the hotel At Hotwire 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, such as bed type must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveler We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate hotels After checking your account, you contacted our Customer Care on June 15, to request for two bedsWe contacted the property and spoke to ***, and he confirmed that you were transferred to a room with two beds at no costBased on the information provided above, I am unable to honor your request to refund your reservation We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 11, 2015/12/22) */ December 22, [redacted] Road [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation with Hilton Naples and TowersI understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received with this bookingAs such, you are requesting a full refund Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesAllow me to further clarifyIf we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize for any confusion Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire.com Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within hours of and I am unable to honor your request for a refund We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ January 4, [redacted] Road [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customers Email: [redacted] @hotmail.com Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your transaction with HotwireI understand your dissatisfaction stems from you claiming that the dates on your hotel reservation are incorrectAs such, you are requesting a full refund I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire booking with the information you providedI also tried check the email you provided on the complaint without successSo we may locate the reservation you are referring to, please reply with the following information: - Email address that was used on the reservation - Itinerary number - Name on the reservation Once we receive this information, we will be able to search further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] @hotmail.com [redacted] hotel was September 19th but was make August XX XXXX

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ November 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire Powered by Expedia, Incregarding 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 Powered by Expedia, Incis responding to the consumer complaint from [redacted] ***, (Revdex.com case number XXXXXXXX) regarding booking issuesWe understand Mr [redacted] is writing concerning pending authorizations on failed booking attemptsOn November 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint In reviewing Mr***' complaint we understand he was experiencing site issues when trying to book a package reservation on our Hotwire.com siteWe regret the inconvenience this matter causedWe also understand the failed transactions produced at least one pending authorization at his bank When customers attempt to make online purchases, the vendor's accounting system will electronically contact their bank or credit card companies' system to validate the account is activeAt that time, the bank or card company will often put a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchaseWhen a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days Although it [redacted] appear that our company has withdrawn the funds, this is not the caseThey are merely on hold by the customer's financial institutionThe customer can call in and request that we contact their bank or card company, verify the transaction did not complete, and request the hold be immediately releasedHowever we can only make the requestIt is customer's banking or Card Company that will make the decision as to how soon they will release the hold With regards to the question of why we could not proceed to book an itinerary for him and apply those funds that were on hold, unfortunately as the hold is a banking function and our company has not debited any actual funds, we have no way to apply the pending funds to a new itinerary Hotwire regrets the service Mr [redacted] received was less than satisfactoryComments such as his are read by numerous people within Hotwire and help shape our policies and practicesIt is never our intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service availableWe would like to assure Mr [redacted] that his business is important to us 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

Complaint: [redacted] I am rejecting this response because:The website is mislead me into believing I was able to cancel my reservation through the purchase of insurance As you can see in the attachment, what is advertised at the time of purchase is "cancellation protection" There is no indication that there are limitations to reasons that a trip can be cancelled The only way a person would know this is to click the link to read terms/FAQ's, or read the policy which is sent from Alianz after purchase Based on the positioning of the product, there was no assumption that I would need to read terms to understand if my cancellation reason would qualify If I had know the only acceptable reasons to use the trip protection were to be sick, terminated, or to die, I never would have booked this trip through Hotwire.Hotwire is misleading consumers and offering a bait and switch product through the positioning of their travel protection insurance Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ October 27, [redacted] , [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your car reservation in Toronto Lester B Pearson AirportI understand you are dissatisfied with your recent car rental specifically with the millage restrictionHence you want us to refund $back to your account At Hotwire we strive for clarity on the siteTo ensure this, we provide the following information in our Hotwire Travel Products Rules and Restrictions under Car Rental Restrictions: Car-rental bookings and reservations available through this Site are subject to the published conditions of carriage and rules of the applicable rental agency For convenience, I have included a link to our full Hotwire Terms of Use relaying our product rules and restrictions http://www.hotwire.com/about-hotwire/other-resources/hotwireAgreement.jsp As previously stated, upon signing Budget's contract accepting their stipulations pertaining to mileage and geographical restrictions, any additional charges assessed become the responsibility of the signeeSince the type of reservation you booked was one of our Standard Rates, cancellation was permitted at any time Based on the information provided above, I am unable to honor your request to refund your reservation Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rationale used by the merchant to refuse my claim is baseless and irrelevant to my claim The vendor, Hotwire, clearly states that the product they were advertising for sale, the car rental, was for UNLIMITED MILEAGEIf the merchant, Payless Car Rental, had a different rule for renting out cars then this was a clear deception and fraudulent misleading of the consumer by the vendor To expedite its sale and associated revenues, vendor misrepresented the product to deceive me, the consumer, into entering into a contract with the merchant By presenting the merchant's product, the car rental, to the customer on their website, the vendor has ipso facto taken on the responsibility to accurately represent the details of the productStating something that is clearly contrary to the rules of the rental of the merchant, is a misrepresentation, fraudulent deception, and an illegal contractual negotiation Final Consumer Response / [redacted] (3000, 27, 2016/01/22) */ This case was NOT resolvedHOTWIRE promised a refund in their last communication to Revdex.comThey mentioned that I would receive the refund by Dec29, Today is Jan16th, and I have still not received any refund or further communication from HOTWIRE Please DO NOT mark this case as resolved because this appears to be the original intention of HOTWIRE - to prolong the issue until the parties withdrew/exhausted/dropped the case Final Business Response / [redacted] (4000, 29, 2016/02/07) */ February 7, [redacted] , [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your car reservation with Payless Rental car at the Toronto Lester B Pearson AirportI understand your dissatisfaction stems from the extra charge imposed by the car rental agency due to additional mileage At our previous response, we have asked you to send us a copy of the receipt from the rental agency for further investigationI have confirmed we have received the needed documents on November 26, After further review, we approved to reimburse the extra charge imposed for additional mileage in the amount of $on February 5, Please allow us 10-business days to process the refund as we have forwarded the necessary information needed to wire transfer the funds to the right department Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ December 2, 2015 RevDex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire.com Case #: O-XXXXXX Dear RevDex.com, Thank you for taking the time to contact Hotwire.com... regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting Ms. [redacted] please provide an itinerary number and the email address associated to the customer's account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. 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 3 Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ July 7, Revdex.com San Francisco Bay Area and Northern Coastal California 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 time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint for Mr [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation Our records indicate that on June 22, 2015, Mr [redacted] attempted to create a flight reservation using Hotwire's website, itinerary XXXXXXXXXXXRegrettably, the selected trip was sold out prior to the reservation being finalizedMr [redacted] states the amount of $was collected from his account and is requesting a refund is processed by Hotwire While we regret Mr [redacted] 's experience was not as we would have hoped, and any subsequent inconvenience caused, we do not show any charges being collected in regards of this itineraryAs no charges were collected, Hotwire is unable to issue a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 22, [redacted] Way [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with Sun VailWe understand that you are seeking a full refund due to your claims that the property is not in the represented area, the star rating, and the property website offering lower rateWe regret any frustration this [redacted] have caused and appreciate the time you took to bring this matter to our attention At Hotwire, we strive for clarity during the booking processBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green 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 mapIn your case, the area selected was "Lionshead, Colorado"We have confirmed the Sun Vail is located within the green shaded map defining that area There is no standardized star-rating system nationally or internationallyAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayWe are confident that the star rating for the Sun Vail is correct Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservation We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, you find a lower rate for an identical booking, we'll pay you the difference between the ratesThe rate must be available to the public, rates that are only available to members of certain groups (such as AARP, AAA, group rates, corporate rates, and convention rates) are not eligible for the GuaranteeAs it is outside of the hours, we would not be able to process the Low Price Guarantee Based upon the above information, we will not be honoring your request for a full refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do no accept Hotwire's comments or response First, they did not address the issue that the property was not a hotelUpon calling them initially, they explained that they use the terms interchangeabllyYet, they have another listing of porperty that they clearly state as a CondoIf I wanted a condo, I would have requested a condo As to the map, one would assume that the descrition would suffice and that the small map linktht they provide is for those who do not know the areaOne who see the listing as a sepcific area would assume such and would not click on a nondescript link to clarify that it is not in fact in the listed areaFurther more, Hotwire could say that is within a ceratin area and it could be in a different town so long as they rename the area to their benefit While I did complain about the star rating and the price, these points were secondary and I would agree that these ccan vary...but to some degree Again, Hotwire hides behind what they will call fine print words (don't think they exist) and market something that it is notThen go as far to say that they already paid the property minutes after I made the reservationNot even the best companiies in the world pay that quicklyThere integrity is severly lackingThey benefited, the property benefits as it can't sell under its own true description, and the consumer pays the price So, again, I don't accept there response and do believe it is misrepresented and fraudulent