Hotwire

December 8, [redacted] *** In response to Revdex.com case number [redacted] , Hotwire itinerary [redacted] Dear ***, Thank you for providing additional information Upon further review of your documentation, we confirmed the first night was booked with HotwireWe apologize if there was a confusion on that part and we appreciate your patience regarding this matter As such, we are more than happy to honor a refund of the difference between the reservation ratesBased from your documents, we will process a reimbursement of $USDThe $fare for your transportation from the original hotel to the new property was included.Please note, that the amount paid for the resort fee was not included as we indicated at the time of booking that resort fees are to be paid directly at the property Please be advised, refunds take seven to ten business days and it's up to your financial institution as to when the funds will be available for use Again, 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, 2015/10/19) */ October 19, [redacted] XXXX XXth Street [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire regarding your recent reservation in Intercontinental Los Angeles I understand you are dissatisfied with your reservationYour dissatisfaction stems from the hotel receivedYou feel it does not merit the 5.0-star ratingIn addition, you have seen other sites such as Expedia provide a lower rating for the same establishmentAs such, you are requesting a cancellation and refund of your reservation On Hotwire, we service two types of hotel reservations: Hot Rates Hotels and HotelsFor Hotels, hotel details are provided prior to booking and [redacted] 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 Hot Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold roomsI confirmed the type of reservation you booked is a Hot Rate Hotel As I reviewed the property and the current star rating I found that the property is tagged as a star ratingWhile our reservations a typically non-refundable, we processed an exception refund on 10/07/in the amount of $1,Refunds are processed in 1-business daysFrom there please contact your financial institutional to find out how quickly the funds will be available 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, 2015/07/15) */ July 15, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Hilton London Heathrow AirportSpecifically, you are claiming that we have accepted payment from you but have canceled your reservationAs such, you are requesting that we provide you with a reservation or refund your reservation in full; this would be a total of $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns While looking into itinerary XXXXXXXXXX it was found that you had also made a reservation in Rome, itinerary number XXXXXXXXXX that you had submitted a Low Price Guarantee request for this bookingAfter our customer care team reviewed your request we found that the rate found was not for an identical booking as it only had taxes and fees listed for one room, not the four rooms booked with HotwireAt this point a complaint was submitted to your credit card company and fraud was claimedAs such, for your security your case was passed [redacted] to our Risk Management team and your account will remain unavailable until the investigation is complete Based upon the information above, we will decide if compensation is called for after the fraud investigation is completeWe regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, however, a few of the facts you provided are inaccurateI booked the hotel for the London Heathrow on March 1stMy booking was then cancelled the same month without notifying meI, as the account holder, made several attempts to resolve this issueI then looked at hotels in Rome on March 2, when your website automatically sent a request to bookI did not authorize thisI again made several attempts to resolve this issue with your companyThe fraud claim came about because I had a charge on my account that I didn't authorize and was advised to file a claimI contacted my bank's fraud department that same day (March 2)After hearing back from my bank and finding another hotel for a cheaper price, I filed the refund request on March 3, which was declinedI can provide email documentation if you so requireYour company's fraud department has been investigating this for nearly months nowI would hope that a resolution could be made quickly as I have been very patient in contacting your business and I have still not heard from your fraud department directlyThis is the only response I have received in the last monthsAt this point, the reservations were cancelled, the reservations were never used, and funds have not been returnedAgain, please help me understand where the disconnect is in resolving this issue Final Business Response / [redacted] (4000, 9, 2015/08/06) */ August 6, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Hilton London Heathrow Airport for cheJuly 13, and check-out July 14, We understand that you are looking to get a refund for a reservation that was cancelled and was not usedWe apologized for any frustration this situation [redacted] have caused Further investigation was completed to find the following: You made this booking in London Heathrow Airport On March 1, itinerary number XXXXXXXXXX You booked another reservation in Rome at the hotel Executive on March 2, itinerary number XXXXXXXXXX You contacted us about the reservation in Rome on March 2,2015, asking about the crossed out ratesThe agent you spoke with explained how crossed out rates work, as well as sharing with you our Low Price Guarantee You called back that same day, providing us with a link of the lower rate that you foundOur agent was unable to access the link and advised you to send in a screen shot The screen shot was received on March 3, The agent replied that the total amount should be after taxes and fees and amenities were not includedYou sent another screen shot that same day and it contained one room and tax, and you were denied the Low Price Guarantee, because you booked four rooms We received a fraud claim from your financial institution on March 26,It appears that once your Low Price Guarantee request was denied, you claimed the charge as fraudulent Upon receipt of the fraud claim, our risk management department cancelled your reservation and blocked your account for investigation of the fraud claim Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security Should our Risk Management team require further information from you, they will be in contact with youIf not, your account will remain deactivated All further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXXThey do not take inbound callsYou [redacted] leave a message, and if they need additional information from you, they will be in touch with you We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your responseI believe we are discussing two different transactions with your companyThe first transaction is the London Heathrow hotel stayThe facts regarding this transaction are that the hotel was booked on March 1st, your company cancelled the booking on March 30, and I paid for services not renderedI was not notified of the cancelled booking or the cancelled accountI did not stay at this hotel and I have not received a refund of $for this transaction The second transaction that you are referring to is the Hotel Executive stayThe facts regarding this transaction are as follows: -My credit card was charged $1,on March without my authorization -I immediately contacted my card company and was advised to report a fraudulent charge(March 2) -I also contacted Hotwire to inform them of this problemHotwire stated that there was nothing they could do regarding this(March 2) -On March 3, I found a cheaper hotel deal and filed a refund request that was denied -On March 30, my hotel stay was cancelled without notifying meI again did not stay at this hotel and have not received a refund for services not rendered I can provide email documentation regarding the dates of contact with my credit card fraud department and all Hotwire contact I have contacted Hotwire several times over the last months and have received less than desirable customer serviceI have not once heard from the Hotwire Fraud Department, despite leaving several voicemail messagesThe only correspondence I have received regarding these issues is through the Revdex.comI find this strange and disappointingI would like to know how the two issues with Hotwire will be resolved, besides waiting for the fraud department In regards to cancelling my account, I was not notified in anyway that my hotel stay was cancelled or my account was deactivatedIf the fraud department needs to cancel someone's account, they should notify the customer, especially if it is to protect their information, as you have claimedTo my understanding, you closed my account for my protection, but if I was not notified, I don't understand how this is protecting meI would like to find a more timely solution to the two issues with Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ December 23, [redacted] Street [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 Super - Fisherman's Wharf Area in CaliforniaI understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangementsYou are being provided one bed for three guestsAs such you are requesting for refund We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) HotelsOur target audience is the flexible traveller 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 traveller All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties [redacted] offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possible I have reviewed your account, I confirmed that the reservation was booked for room, nights and for adultsWe 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(r) Hotels Based on the above information, the hotel provided you with a room able to accommodate the number of guests bookedTherefore, I am unable to honor your 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 Complaint Response Date bumped because: Holiday

October 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Hotwire, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a Best Price Guarantee refund request Our records reflect on September 18, the customer accessed Hotwire.com and self-booked package itinerary # [redacted] for a round trip flight departing September 22, from New Your, NY to Tampa, FL returning on September 24, and a stay at the Courtyard Sarasota University Park Hotel in Sarasota, FL for corresponding dates The customer called a Hotwire agent on September 19, requesting a Best Price Guarantee be processed over the phone The agent provided information to the customer and the customer sent an email with a screen shot The customer was advised by return email that the request had not provided all the required information and was therefore denied Our Hotwire Best Price Guarantee Terms and Conditions are provided in full on our website and available for review at this web address: [redacted] In part the terms state: See if you qualify: Did you book within hours? Are travel dates the same? Is the site where you found the lower price in English? Is the lower price in U.Sdollars? Is the hotel, room type and rate plan and cancellation policy the same? Does the airline, cabin class, booking code and cancellation policy match? Does each part of your package match? If everything matches click on the claim submission link below to submit your Low Price Guarantee claim for your Hotwire Vacation or published rate hotel booking[redacted] As the customer was notified, part of the required information she must provide is the cancellation policy, along with all information to show the comparison is “apples to apples” in every detail This must all be submitted online using the application form, within hours of the initial booking Although the customer did not provide the full details of the lower price she found, as a one-time courtesy, on October 4, Hotwire has processed the requested refund of $72.00, which will be returned to the credit card she used when making the bookingThe amount of time it takes for the credit to be available depends upon how quickly her bank processes refunds Any further requests for consideration of a Best Price Guarantee will need to be submitted in accordance with all stated terms and conditions of the program and all screen shots must contain the required information 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 Corporate Customer Service

April 5, 20*6 [redacted] Morgantown, WV ***In response to BBB case number 57356*29, Customer's email [redacted] Dear [redacted] ,I am writing in response to your additional correspondence with Hotwire and the RevDex.com regarding your Hotwire account. I understand you are dissatisfied with the previous response as you feel it is illegal to block your account.Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. As previously mentioned, any future booking attempts on Hotwire [redacted] will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed by Risk Management at ( [redacted] 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, 2016/01/27) */ January 27, [redacted] Ave [redacted] XXXXX In response to Revdex.com case XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your car reservation with AlamoI understand you were dissatisfied with your recent Hot Rate(r) reservation as the refund that was promised was not immediately processed and you had to call Allianz Global Assistance for reimbursement on your rental car protection After further review, I confirmed that you made a roundtrip car booking on December 15, at Oakland International Airport, which you requested to change with one of our Travel Specialists as it was supposed to be at San Francisco International AirportHowever, you were not advised to contact the insurance provider to transfer the policy to your new booking, instead another policy was added on your new reservationAllow me to assure you this is not typical as to what our customers can experience when booking with Hotwire Please be advised, the refund on your initial booking was processed on January 14, in the amount of $While we issue our refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will post to the account To further clarify, the rental car protection offered on our site is through Allianz Global AssistanceThe payment is charged directly from them, not HotwireAs such, refund can only be requested directly through themI reached out Allianz Global Assistance on your behalfUpon speaking with them, I confirmed that the initial policy you purchased was already refunded on January 14, For more information, please contact Allianz Global Assistance at X-XXX-XXX-XXXX Please accept our apologies along with HotDollars for the delay with the refund processI applied this credit to your account under [redacted] @ymail.comHotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) CarsYour HotDollars are valid for up to one year, expiring on January 27, We appreciate your business and regret your Hotwire car experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 28, [redacted] [redacted] NE [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Quality Inn ChristiansburgWe understand that you are dissatisfied with the level of savings received for this reservation, and that the hotel has rooms within that allow smokingAs such you are requesting a full refundWe regret any concern this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAllow me to further clarify how the savings provided on our site was derivedSavings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-hoursDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention We understand they do allow smoking in some rooms of the hotelWe were able to speak with Hope at the Quality Inn, and she assured us you were placed in a non-smoking roomFor upcoming bookings, if being in a hotel that is 100% smoke-free is important for your stay, we encourage you to use the amenities filter on the site to select smoke-free; this will limit your options to only those hotels that are 100% smoke free We are not able to honor your request for a full refund, as the reservation was used and the hotel was provided payment for your stayWe have added HotDollars to your account as compensationEach HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteThese HotDollars will be available for use up to one year from the expiration date, or in this case, until July 27, You will also receive an email with more information about the HotDollarsAs the reservation was used, and payment made to the hotel, we are not able to honor your request for a refund of this reservation 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

March 14, [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 HertzAs indicated in your letter, you are dissatisfied for not being able to receive a refund for this reservation that you didn’t use as the agency had no cars available at the time of your pick-up At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier Upon review, we communicated with Hertz on January 26, and spoke to RamonaShe informed us that your reservation was usedThey confirmed a personal card information was swiped in their system for their deposit requirement If you feel that this information is incorrect, I strongly recommend you take this up directly with the property to confirm with them Based on the information we have, 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

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ July 17, [redacted] Box [redacted] XXXXX RE: Revdex.com Case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear Ms***: Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation at the Econo Lodge Inn and Suites, Green Bay for July 3, We understand that you are requesting a refund due to the condition of the roomWe apologize for any frustration this [redacted] have caused At Hotwire, we expect our customers will have a clean and safe stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further reviewWe do see that you did contact us regarding the situation After further review, we will be able to honor your request for a refundWe refunded you on July 17, for $A 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 available Again, we apologize for this situation, 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] (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ December 01, [redacted] Way [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear Tesha, I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation in Away Suansawan Chiang Mai, Centara Boutique CollectionI understand you are dissatisfied with your recent hotel reservation, specifically with the savings you receivedAs 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 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 above, we carefully reviewed the screenshot that you sent and we found out that the currency was differentThe low price guarantee will only be applied if the lower rate is for the exact same details as your original reservation Based on the information above, my decision has not swayedI am unable to honor your request for a refund Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] Im very sorry to hear you would rather lose another client to your advertising than admit to your mistake and fix the problem I'm not surprised you won't disclose the sites you got the median fromThere is NO SAVINGS whatsoeverHere, in Thailand or Timbuktu that is called advertising and it's a fraude There is nothing I can do about the currency on the hotel's websiteYou can use any currency exchange rate on the market and it will still be cheaper to book directly with the hotelThere is not only no savings with Hotwire but it was more expensive and you offer less amenities (I also would have gotten free breakfast had I booked directly with the hotel) If you are going to offer an international booking service then you should be prepared to handle a simple exchange rate instead of trying to use this as an excuseYour calculations about the savings were very wrong and instead of admitting this and correcting it your are finding an excuse Again, I'm sorry you don't want to resolve this at this level but I will not stopYour terms and conditions are fraudulent and a case will be madeI'm sure there are many others who would gladly participate You know how to contact me if you would rather solve this an easier wayI also filed a complaint with the Bureau of Consumer Protection so I'm sure we will be in touch Final Business Response / [redacted] (4000, 9, 2015/12/22) */ December 22, [redacted] Way [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Away Suansawan Chiang Mai, Centara Boutique CollectionI regret you remain dissatisfied with the handling of your situation as you feel you were misled on the amount of savings you receivedAs such, you are requesting a refund As previously discussed, savings are based on the median published rate we've found on leading travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the 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, I remain confident we provided the lowest pre-tax rate for this property within hours of bookingOur decision remains the same; I am unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptionalWe still expect your future transactions with usThank you for choosing Hotwire Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ July 16, 2015 [redacted] East [redacted] Street [redacted] XXXXX Re: BBB Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr. ***, Thank you for the opportunity to address your concerns as sent through the Better... Business Bureau, regarding your booking with Alamo, scheduled for pick-up at the Charleston International Airport. We understand that this reservation was booked for the wrong dates. As such you are seeking a full refund. We regret any inconvenience this [redacted] have caused. We have confirmed that the reservation was booked by yourself online on July 2, 2015. There is no evidence of any system errors at the time the reservation was made, and upon completion of the booking, a confirmation email was sent to your [redacted] @mac.com email address. This confirmation listed all the details of your reservation, including the dates. Had we been notified at that time that the reservation was booked with the wrong dates, we [redacted] have been able to assist with the correction. However, as we were not contacted until after your car reservation was actually needed, our options are severely limited. We obtain deeply discounted Hot Rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we guarantee payment to the agency. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. In consideration of the information provided above, we are not able to refund your Hot Rate reservation as requested. We appreciate your business and hope to assist you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). Sincerely, [redacted] Hotwire Corporate Customer Relations

April 11, [redacted] , IN [redacted] In response to Revdex.com Complaint ID [redacted] , customer e-mail address [redacted] @gmail.com Dear [redacted] I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand you are dissatisfied with the hotel you receivedAs such you requested a refund I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest - Email address used to complete the reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 6, 2015/08/01) */ August 1, [redacted] Rd [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Wyndham Garden Fort Walton BeachWe understand that hotel was overbooked and didn't have your reservationWe regret any inconvenience this situation [redacted] have caused Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer Upon review of your Hotwire account, I see that this reservation was refunded in full on July 25, Please allow seven to business days for this process to completeAs additional compensation for this situation we have added Hotwire HotDollars to your accountEach HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservationYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until Aug1, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agentFor possible refund of the insurance purchased please contact Allianz Global Assistance at X-XXX-XXX-XXXX We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is now past the time frame that is stated in the response, and I have still not received the refundIn addition, this was not a standard case of overbooking, as Hotwire states in their responseThe reservation and payment were never sent to the hotelThe hotel representative explained that Hotwire had the wrong fax number on file, which the hotel had tried to correct several times during the previous weekThe "confirmation number" that Hotwire sent me was not a confirmation of a reservationThe hotel had no record of this reservation at allHotwire has taken my money and provided no services in returnI was promised a full refund within 1-business days by their customer service rep on 7/15/I have yet to receive itI was also promised a refund of the additional money that I had to spend on alternate arrangements within 7-business daysThis was because there were no comparable options available within a one hour driveThe rates of rooms that were available were greatly inflated because of the need to re-book at the last minuteAt this point, I have only received $in "Hotwire Dollars"I paid Hotwire $1,on 7/2/for four nights at a hotel on the beach, but instead have ended up spending $2,(the original $1,plus $1,086.69) for inferior lodging (one night at a Holiday Inn Express, and three nights at a Bayside Inn motel, minutes away)I have an email from Hotwire stating that it [redacted] take up to two months to be reimbursed, and that they will only pay the $1,amountThis does not match what is written in their Revdex.com response, nor what was promised by customer service

April 26, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with AlamoI understand you were informed that as a Texas resident, you will be refunded with the airport/concession fees Upon review, our records indicate you booked a prepaid standard car reservationIn prepaid standard booking, Hotwire provides service in booking your trip and the payment is directly received by the rental agencyTo make it clear, Hotwire only serves as a third party seller for this type of booking and a customer is being charged by the rental agency Based on the information above, we are unable to honor your refund requestAs Hotwire did not collect the charges, I strongly suggest you take this up to the rental agency directly 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, 2015/08/16) */ August 16, [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 Quality Resort Chateau Canmore for August 9, We understand that you are requesting a refund due to the booking showing a 100% recommendation score and after further research, after completing the booking, you found negative reviews for the hotel on other websitesWe regret any frustration this [redacted] have caused After some further research into this situation, we see that you have already been refunded for this reservationA 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 available 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, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually the refund was only processed because of the fact that Hotwire overbooked this hotel and took my money anywayThe hotel had no rooms available at the time we arrived and notified us that this is a common practice with HotwireNot only did you use advertising when showing this hotel as a star (which it isn't), and 100% recommendation (It's not either)You advertised this hotel as having availability which it obviously didn't and it sounds like this wasn't the first time either I will make sure to leave as many compaints online until you change your business practicesI have read all the complaints agaisnt hotwire online and it sounds like this is operating procedure for you nowTerribleYou should know better, in this day of social media and online reviews, word gets out fast The money has been refunded by Hotwire after hours of being on holdYou will never see me as a customer again, unless you completely do an about face Final Business Response / [redacted] (4000, 9, 2015/08/21) */ August 21, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Quality Resort Chateau Canmore on August 9, in Canmore, AlbertaWe understand that when you arrived at the hotel they could not find your Hotwire reservationYou chose to find an alternate hotel for your stayWe regret any frustration caused by this situation We do apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally Please understand that hotel overbooking does occur occasionally in the hotel industryIn such situations, hotels do their best to accommodate customers at equivalent properties during oversold datesWe recognize that this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn this instance, the hotel did not offer alternate accommodations for your stay Had you contacted Hotwire at the time this happened, we would have had the option to rebook a new hotel at no extra cost to youBecause we were not told of the situation until after the check in date had passed, you did receive a full refund for this booking Hotwire stands behind our star rating for this property, based on reviews of Hotwire customers who have previously stayed at this propertyWe do take customer feedback very seriously, and appreciate the time you took to notify us with your concerns 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 Business Response / [redacted] (1000, 5, 2015/11/24) */ November 24, [redacted] Way [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 Embassy Suites at Logan Airport in MassachusettsI understand you are dissatisfied with your recent hotel booking because of the issues you encountered upon check inAs such, you are requesting one night refund After reviewing your account, I confirmed your reservation was for November to 3, I understand you were able to stay for the first night but later found out that the hotel does not have the record of your booking for the second night If you obtained alternate accommodation for the second night with a different property, we will be able to evaluate your situation for additional compensationIn order to do so, we require a copy of the hotel receipt as well as the copy of the credit card statement confirming the hotel chargesUpon receipt, we will be able to fully verify and apply appropriate compensationAt your earliest convenience, please send it as email attachment at [redacted] @hotwire.com Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***, I stayed at the same hotel the second night after I had to work with Hotwire customer service and they faxed over the confirmationThe mistake as I believe it to be was your system did not communicate with the Embassy Suites systemI had to call customer service the first night to have Hotwire fax over the correct informationUnfortunately, when the Hotwire employee faxed over the first set of information it only had my room for night instead of the nights I paid forI then was locked out of my room the 2nd night and again had to work with Hotwire customer service who faxed another form for this to be resolvedEach time this took me approximately minutes standing at the front desk before I could get my roomThe final straw was when I spoke with the customer service manager about my situation he advised me to try and get compensation from the hotel! I had to explain that I didn't pay the hotel, I paid Hotwire, and the issue was not the hotel, but Hotwire since the system to communicate my reservation didn't work and then the employee who was supposed to fix it made more mistakes Final Business Response / [redacted] (4000, 9, 2015/12/14) */ December 14, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Embassy Suites at Logan AirportI understand you are unhappy with your recent hotel experience as the hotel did not have a record of your reservation for the 2nd nightWe apologize for the inconvenience this has caused you At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized I can assure you this is not typical when booking with HotwireI recognize you stayed at the same hotel for the 2nd nightAs previously instructed, if you paid the hotel directly for the 2nd night, please send in a copy of the hotel receipt including a copy of your credit card statement confirming the hotel chargesOnce received, we will review further and provide appropriate compensationKindly send it as email attachment to [redacted] @hotwire.com 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] C[redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (2000, 11, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com: I'm not totally happy but there willing to get me and family into a nicer place that's all I wanted and was willing to pay the difference I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

July 15, [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Dear [redacted] e, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Secrets StJames Montego Bay - Luxury All InclusiveWe understand you are dissatisfied as the condition of the hotel room fell below your expectations We appreciate your patience regarding this matterWe are in the process of reaching out to the hotel to verify your concerns I can assure you, we are taking this seriously and looking into this furtherKindly allow us more time and we will be the one to contact you once we have an information to share Again, thanks for your patienceWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [redacted] Drive [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 Super CharlotteI understand your dissatisfaction stems from arriving at the hotel only to find out that the hotel was overbookedWe apologize for the inconvenience this has caused you Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer In review of your account, I confirmed that we were able to make another booking at our expenseHowever, the alternate hotel booked was also oversoldI can assure you this experience is not typical of what our customers can expect when booking with HotwireUpon further checking, I confirmed that on October 24, 2015, we refunded your original reservation for $Additionally, on October 26, 2015, a total of $HotDollar credit was posted 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