Hotwire

March 7, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Best Western Kirkwood Inn StLouisI understand you are requesting to cancel one of the rooms because of a change in one of your group’s plansAs such, you requested a refund in the amount of $ 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 supplierRegardless of whether the reservation is used we are charged and for this reason, all Hot Rate® reservations are booked as non-changeable and non-refundable I understand that your plans may change and that is why we strive for clarity during the booking processOn the final billing page, we present a bulleted list of Car Booking Rules and RegulationsWithin those restrictions the following statement is provided: “This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees.” Based on that information, 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

April 7, 2016Revdex.comSan Francisco Bay Area and Northern Coastal California Complaint DepartmentRe: Hotwire Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on January 27, 2016, [redacted] booked roundtrip flights from [redacted] ***Travel was scheduled from April 12, 2016, through April 18, 2016, on [redacted] We understand from [redacted] complaint that her flights were affected by a series of schedule changes and she contacted Hotwire to address the issue several times [redacted] expressed her dissatisfaction with the level of customer service that she received from HotwirePlease know that we have taken note of [redacted] comments and have taken them into consideration in our continuous effort to provide better service to our clients.It appears that each time we addressed the changes to the flights; [redacted] would initiate another changeAfter going back and forth between [redacted] and Hotwire, [redacted] decided to cancel her flights and receive a refundPer the internal system that Hotwire uses to communicate with airlines, the flights were canceled and a refund processed by Hotwire on February 29, 2016; however, on April 7, 2016, we discovered that the tickets were not in refund statusAt this time, if we were to follow up with [redacted] and coordinate a refund through them, the customer could wait up to days before receiving a refundAlthough China Eastern is the merchant of record, (the company who charged the customer for the tickets and the party to issue any appropriate refunds) Hotwire feels that it is unreasonable that [redacted] should have to wait an additional daysAs such, we have issued a refund of $999.12, to the original form of payment.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 usSincerely, [redacted] Tier Customer Service

June 6, [redacted] , ON [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Days Inn - Downtown OttawaI understand you are dissatisfied with your recent hotel booking because the room provided did not accommodate the number of guests you indicated on the reservationAs such, you requested a full refund At Hotwire, we guarantee all rooms booked 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 may 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 Our records indicate you booked a Hot Rate® for adult and childrenI recognized you were assigned in a room with only one queen bedWe apologize for the inconvenience this has caused you I can assure you this experience is not typical of what our customers can expect when booking with Hotwire Upon review, we attempted to relocate you at a different hotelWe recognized you declined this option due to unavailability of your request for cribHowever, please understand, as not all hotels can guarantee this amenity, our goal was to transfer you to a hotel that can accommodate guests Based on the situation, we are unable to honor your refund request since your hotel room was fully utilized For the inconvenience, please accept HotDollars I applied to your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking Hot Rate® Hotels and HotRate Cars, valid up to one yearWith this, we hope we have the opportunity to better serve your travel needs in the near future Additionally, we would like to reimburse the amount you paid for the extra beds, you may send us the receipt for reviewYou may send it as an email attachment to [redacted] Once received, the review process may take up to seven to ten business days Our goal is to exceed your expectations and regret we did not do so on this occasion Best regards, [redacted] Customer Care Relations Hotwire Corporate Office / [redacted] Style Definitions */

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ December 22, [redacted] lane [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 Better Business Bureau regarding your reservation with Jameson Inns - WilsonI understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, specifically with the star rating and that you received a hotel that was not listed on the Web site as an exampleAs such you are requesting a full refund Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our Hot Rates(r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighbourhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservationAllow me to assure you, it is never our intention to mislead our customers In addition, we guarantee customers a clean and comfortable stayIf there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at XXX-XXX-XXXX for further review Based on the information above and upon confirming that you were able to utilize the reservation, 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

April 11, [redacted] , CA [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Alamo Rent a CarI understand you are dissatisfied with your car booking as you feel that it was booked with the wrong dates due to a Web Site errorAs such, you are requesting a refund Our records indicate that you booked Hot Rate® car reservationIn Hot Rate® car bookings, the pilocation, car size, and the price of the car are revealed to the customer, but the specific rental agency is not revealed until after the booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersHowever, in exchange we guarantee to the car rental companies with which we do business that the reservations will be used as bookedAs such, Hot Rate® car bookings are final and cannot be cancelled, refunded, changed, exchanged, or transferred At Hotwire, we strive for clarity on our Web siteWe make sure to point out booking details such as reservation dates, times, location(s), and total amount of reservation along the booking pathUpon completing the booking on our site, a confirmation page populates disclosing the full booking details On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the “Book Now” button you are accepting the Terms of Use Despite Hotwire’s policy, a rebook exception was honored by one of our Travel SpecialistHowever, you declined this optionBased on the information above, I am unable to honor your request for a full refundWe appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ October 14, [redacted] Ave [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing this letter in response to the case that you have filed against Hotwire through the Revdex.com regarding the unpleasant experience that you had with your hotel reservation onSeptember 6, at Villa Lutèce Port Royal in Paris FranceI am aware that you experienced issues during your stay that resulted in not staying at the hotel due to the poor condition of the room and the star rating of the hotel which fell below your expectations I regret the frustration and inconvenience this situation has caused you and we appreciate the fact that you took time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot RatehotelsOur target audience is the flexible traveller looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveller After further review, we are issuing a refund for the amount of CAD plus a credit for in Hotdollars as compensationHotDollars 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, We appreciate your business and regret your Hotwire experience was anything less than exceptional Sincerely, [redacted] Customer Care Relations Hotwire Corporate Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely satisfied with Hotwire's response to this issueHotwire did due diligence in following up with the hotel and raising my concerns to themAt the end, they confirmed that my concerns regarding the low quality of the hotel were valid and issued me a full refund in addition to $Hotwire credit per my reservation nightTheir response time to the issue was very timely and the agent calling me to resolve the issue was very polite

Initial Business Response / [redacted] (1000, 5, 2015/08/22) */ August 22, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with Hertz on August 22, in Haynnis, MassachusettsWe understand that you were completing your booking from retail me not, and the discount code was not applied at the time of confirmationYou are seeking a refund of these chargesWe regret any frustration this situation [redacted] have caused First I would like to say here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe train our agents to be polite and provide accurate information in a timely mannerWe have noted your concerns and have addressed the issues in hopes to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns Hotwire has been approved a refund in the amount of $which will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company In addition, HotDollars was applied to your account which can be applied toward your future Hotwire bookings for a Hot Rate(r) Car or Hot Rate(r) Hotel A separate email will be sent to you with more information about how to use your HotDollarsKeep in mind that you will still be required to enter other billing details to cover any amount beyond your available HotDollarsAny remaining HotDollars will stay in your account for future usePlease note that your HotDollar credit will expire on August 20, We will be more than happy to answer any additional questions you [redacted] have We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ [redacted] 21, [redacted] Road [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 concerning your booking with the Best Western Corona - LondonWe understand that you have seen a lower star-rating for this hotel, and are seeking a full refund for this reservationWe regret any concern or frustration this [redacted] have caused Please allow us to further clarify how the star-ratings are obtainedCurrently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceOur customers play a very large part of the star-rating determinationTo determine star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackOur customers provide Hotwire with over half a million hotel reviews every yearIf the majority of our customers don't agree with the star rating of a particular hotel, Hotwire will lower the ratingIf a large percent of our customers think the star rating should be higher, Hotwire [redacted] then raise the hotel's ratingAllow us to assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your 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 expectPer the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based on the information above, we are unable to honor your request for a refund for this reservationIf you arrive at the hotel and have any questions or concerns please contact us 24/at XXX-XXX-XXXXWe will work with the Best Western Corona - London to ensure you have a clean, comfortable stay Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [redacted] Street [redacted] XXXXXX 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 The Roxy Hotel (formerly Tribeca Grand Hotel) in New YorkI understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements, as you were provided with one bedAs such, you are requesting a full refund 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 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 In reviewing your Hotwire account, I confirmed we extended an exception to refund bookings made through our site and rebook for an alternate optionThe refund took place on November 3, 2015, and typically takes one to two business days for the funds to return to your financial institutionFrom there, it is up to your financial institution as to when the funds will be available for use We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hotwire refunded our moneyI haven't seen it post on my credit card bill yet but I saved the confirmation from Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 29, [redacted] XXXXX RE: Revdex.com Case # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your attempt to make a reservation in the Santiago Downtown, Chile area and your concern regarding the hold time you experienced while calling our customer care teamSpecifically you are asking for us to give you $for the failed booking along with additional compensation for your inconvenienceWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Please understand that the credit card utilized to book this reservation was not chargedYour financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which will not be processedThis authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit We apologize for any hold time you experienced while reaching out to our customer care team, rest assured that hold times over thirty minutes are not commonOur records do indicate that you contacted us on June 24, at 3:03pm PST at which point you were advised that you have not been charged and that what you see on your account is an authorization hold as described above Based upon the preceding information we are not going to honor your request for $or any additional compensationWe 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, 2015/07/16) */ July 16, [redacted] XXXXX [redacted] Drive [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Best Western Old Colony Inn - [redacted] , **We understand that you were dissatisfied with your booking results, as the hotel was not among the examples provided at the time of booking for a 3-star hotel, and you found Best Western listed under our 2.5-star collectionAs such you were seeking a refund for the reservationWe regret any concern this [redacted] have caused Our records show that you called in to speak with one of our Customer Care Representatives on July 2, You were able to take advantage of our offer to cancel your booking with the Best Western Old Colony Inn - [redacted] , [redacted] for a full refund, and book another hotel in its steadWe hope you enjoy your stay with the Holiday Inn Express - [redacted] Fort Belvoir We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 6, 2015/05/28) */ [redacted] 28, [redacted] Street, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX and 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 Times Square ManhattanWe understand that your complaint stems from the amount paid to Hotwire for the tax recovery charges and feesWe regret any concern this issue [redacted] have caused At Hotwire, we are confident that our rates are the lowest, and this is backed by our Low Price GuaranteeWithin hours of booking, if you find a lower rate for an identical booking, including all taxes and fees, we will pay you the difference between the ratesYou have mentioned that you found a lower rate on another travel site; however, as this rate was not found within hours of booking, this instance does not qualify for a refund Hotwire is a business, and all travel companies must charge fees in order to operate their businessWe do not hide this information, tax recovery charges and fees are clearly displayed prior to completing the reservation, and you agreed to this at the time of bookingWe are not able to adjust these feesAt Hotwire, we obtain our deeply discounted hot rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred In consideration of the above information, your reservation with the Crowne Plaza Times Square Manhattan stands as originally booked We strive to exceed our customers' expectations, and we regret that your experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) What Hotwire is saying is not trueFirst, My complaint has nothing to do with taxes or Hotwire fees, they are Hotel fees charged through Hotwire so that they can offer what is a misleading lower rate, it is notSecond, before booking I was told there would be fees, but I was never told they would be US$dollars, as opposed to which are the additional fees charged by booking.comIf you add the dollars to the secret rate, plus everything else, an advertised rate of dollars ended up being almost dollars a night, much higher than the "not secret" rate available by Booking.com and others, where I get to choose the exact hotel I pleaseI was lured into doing business with Hotwire with a low base price but ended up paying a much higher price through Hotel fees that others dont chargeI feel ripped offHotel fees should clearly be totaled prior to booking a "secret rate hotel", they were not detailed until AFTER I bookedThis is a very dubious and deceiving sales practice, and their response, which is the same as the ones I got when I contacted them directly, is also misleading and untrueI reserve my rights to pursue this with othersI do not accept their response Final Business Response / [redacted] (4000, 10, 2015/06/11) */ June 11, [redacted] Street, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX and XXXXXXXXXX Dear Mr [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Crowne Plaza Times Square ManhattanAs stated in your letter, your dissatisfaction remains due to the amount paid to Hotwire for the tax recovery charges and fees for your reservationWe regret frustration this issue [redacted] have caused Hotwire is a business, and all travel companies must charge fees in order to operate their businessPrior to completing a reservation on the Hotwire site, customers are provided with a total amount due for the reservation, with the daily rate and the tax recovery charges and fees listed separately above this totalThese charges must be agreed to in order to in order to complete a booking After review our decision remains, your reservation with the Crowne Plaza Times Square Manhattan stands as originally booked We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour Express customer care at X-XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (2000, 19, 2015/07/15) */ I recently came back from my tripOn the Hotwire reservation confirmation it was clearly stated that the Hotel would charge an additional sum for Internet and other fees, and clearly stated that I wouldmhave to pay these fees directly to the hotel, fees that were not being charged by other sitesHowever, the Hotel did NOT charge these fees during my stay, thus what I ended up paying is what I expected to pay when making the reservation Though I was not happy at all with how Hotwire dealt with my case both when I contacted them directly and through the Revdex.com, fortunately, the excess fees were not chargedThe problem arose from a lack of clarity in the reservation conditions revealed after making the blind reservation But, in conclusion, since the fees were not charged I have to consider the complaint resolved

April 13, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Rosen Centre HotelI understand you are dissatisfied with your recent booking as the hotel charges extra $for pet fee, despite booking a pet friendly hotelAs such, you are requesting a full refund We strive for clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendlyIf an amenity is listed, our customers can expect it in the hotelWhile we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there’s any feesDuring the booking process, we mentioned the following: “Some amenities may only be available in some rooms or unitsSome amenities may incur additional fees.” Our Hot Rate® hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated feesRather, we can only mention there may be a charge as stated on the final billing page If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.eroom service, phone calls)Any pet fees incurred must be paid directly to the hotel, usually at check-out time As stated, Hotwire is unable to post certain specifics about the hotel such as pet fees, parking availability, parking services and any associated feesIf we were to mention specifics, it may allow our customers to determine what property they are receivingThis would break our agreement with our partners to keep them anonymous until the booking is completedBased on the information above, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, [redacted] W [redacted] St apt# [redacted] XXXXX Re: Revdex.com Case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking at the Clarion Hotel Conference Center-South for cheAugust 7, and check-out August 9, in Lexington, KentuckyWe understand that you were provided incorrect information regarding the location of this hotelAs such you are requesting a refundWe apologized for any inconvenience this [redacted] have caused We have done further investigation on your account; we did not find any record of your call before booking this reservation confirming the location of the hotel you were trying to bookWe checked and can verify that this reservation was searched for and booked using the mobile app; it wasn't booked by one of our agentsThe Lexington Southeast area was selected, each area is shaded in green to give you an idea of the location of the hotelWith our Hot Rates we guarantee the hotel can be anywhere within the map area that you booked, and this hotel is in the mapped area that you were provided I can confirm that you spoke to multiple agents regarding this booking and were advised of the same informationKnowing that not everyone is willing to risk not knowing where they are staying, we also offer hotel bookings that allow you to view their names beforehandWith those selections, you are able to choose the hotel of your choice and know exactly where the hotel is before you book itSusan offered a courtesy to rebook you with a Standard Rate, but you wanted to be within mile proximity from the address you provided; which wasn't availableWe also verified that two people from our corporate office did return your call, and let you know that our decision will be final At Hotwire We obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable Based on the information above we won't be honoring your request for a refund We regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because once again the area was misrepresented by their AGENT...regardless as to whether I booked the travel or notAlso, the site that they claim they have that shows where the hotels are was never explained to me by their Agent! I will be sending my complaint to Hotwire's President Final Business Response / [redacted] (4000, 9, 2015/08/31) */ August 31, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] , Thank you for the additional opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation at the Clarion Hotel Conference Center checking in August 7, We understand that you are requesting a refund due to information that you claim was provided to you prior to completing your booking and will be sending your complaint to Hotwire's presidentWe regret any frustration this [redacted] have caused We have not been able to confirm that you spoke with an agent prior to completing this bookingWhen making a booking with Hotwire, a shaded map of the area is provided for you to see where your hotel will beWe are able to confirm that your hotel was in the shaded mapped area After some additional research, we have been able to confirm that we received your complaint sent to our presidentWe can also confirm that a member of our Corporate Customer Relations Team has already contacted you on his behalf Based upon the above information, our decision remains the same; we will not be honoring your request for a refundWe regret your Hotwire experience was anything less than exceptional and look forward to assisting you with your travels needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations

March 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 1, 2017, Mr [redacted] booked a roundtrip flight from Chicago, Illinois to Phoenix, Arizona traveling March 3, 2017, through March 5, We understand from Mr [redacted] ’s complaint that after making the purchase, he was informed that his confirmation was pendingHe requested that his flight be confirmed and that he receive credit for the time he spent trying to obtain confirmation On March 2, 2017, our records confirm that we sent a confirmation via email confirming his flightAccording to records, the flights were utilized in fullAlthough we regret any inconvenience related to this issue, we do not feels compensation is warranted from Hotwire Again, 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] Corporate Correspondence Team

April 9, [redacted] Dear ***, I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Bruges, Belgium I understand you are dissatisfied with your recent Hot Rate hotel reservationYou booked a reservation for two rooms accommodating three adults and three childrenHowever, you meant to book for two rooms accommodating three adults and four children ages 2-and an infantUpon check in, the hotel advise you that the room can only accommodate the number of guest indicated on the reservationYou feel that it was not an acceptable accommodation and are requesting a full refund All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests provided and the number of rooms requestedI confirmed the rooms you received were able to accommodate the three adults and three children you provided during bookingBased on a property’s availability, you were offered to add another room for an additional feeThe deciding factor in whether or not on additional room fee will be assessed is based on the hotels rates for varying bed typesWe 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 involved According to our records, I have confirmed with the hotel front desk that the reservation was fully usedDue to the circumstances, I am willing to extend an exception on issuing a 50% credit of $Hot Dollars under your account HotDollars are equivalent to US Dollars when used to book any Hotwire Hot Rate car rental or hotelHotDollars are valid for up to one yearIf you would like to complete this offer, please contact Hotwire Customer Care at [redacted] HOTWIRE ( [redacted] )I have placed notes in your account instructing any agent you speak with to honor this exception Based on the above information, the hotel is providing you with a room able to accommodate the number of guests booked and the room was fully usedTherefore, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely, [redacted] Customer Care Relations Hotwire Corporate OfficeTell us why here

Complaint: [redacted] I am rejecting this response because: It was a scam Can cancel it one day, but can't refund the difference the next I have no choice, but, to follow it up the latter It was a scam, so, Its time to do some research I think the FBI is my next step Please advise.Sincerely, [redacted] ***

November 24, [redacted] [redacted] Sidney, OH In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] ElizabethtownI understand you are dissatisfied with your Hot Rate® Hotel reservation, as you feel misled with the amount of savings you receivedAs such, you are requesting a 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 [redacted] in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention Additionally the following statement is disclaimed at the bottom of the page during the booking process, which expressly states as follows: "Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and feesHotwire is different from retail travel sitesWith Hotwire you enter the date and locationHotel revealed only after booking." While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee does provide a refund in the amount of the price difference to customers who find a lower total than the Hotwire total until hours before check-in, contingent the claim is from a source outside of Hotwire.com After review, I confirmed our Travel Specialist processed the refund of $upon confirmation of the legitimacy of the Low Price Guarantee claim on November 16, Refund typically takes 1-business days for the funds to return to your accountFrom there, it is up to your financial institution as to when the funds will be available for use Based on the information above, I am unable to honor your additional 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

June 8, [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with [redacted] - YorkI understand you are dissatisfied as you your reservation was booked on a different cityAs such, you requested a refund As discussed over the phone, an exception of rebook was provided todayPlease be reminded you’re your refund for the original booking may take one to two business days to process and it is up to your financial institution as to when the funds will be available for use 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, 5, 2015/09/13) */ September 13, [redacted] Drive [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr***, Thank you for opportunity to address your concerns, as sent through the Better Business Bureau, regarding your hotel reservation at the Holiday Inn Hotel & Suites for July 31, We understand that you were charged by Hotwire and the hotel, and you are requesting a refundWe regret any frustration this [redacted] have caused We have reached out to the hotel, and they are going to be issuing a full refund for your stay thereThe refund typically takes 1-business days to get back to your financial institutionAfter that is it up to your financial institution as to when the funds will be available In addition, we have applied $HotDollars to your accountHotDollars 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 September 12, 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