Hotwire

August 10, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Great Escape Inn We received your documents and after reviewing the information you submitted, we have determined that you are not eligible for a refund under the Low Price Guarantee, because the screenshot you provided only reflects the daily rate of the room during the winter season and it does not reflect the actual total amount of the reservation for people for nights including its taxes and fees If you have a screenshot that would reflect the information above, you may submit it to the same e-mail address provided previouslyPlease be advised, the computation should be based from the total amount of the reservation you found from another website Should you have further questions, you may reach us at (415) [redacted] ***We are open Monday to Sunday from 7:AM to 9:PM PST 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, 10, 2015/08/27) */ August 27, [redacted] Ave XXXXX [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your recent stay at the Laquinta inn & Suites in Elkview WVWe understand you are asking for a refund of $back to your credit card due to preferring a different booking resultWe regret any frustration this situation [redacted] have caused We understand you wanted a booking close to the Yeager airport in Charleston WV and were booked in the Elkview areaAfter researching this issue, we have determined that the hotel is within the mapped area for the Charleston area Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyUpon reviewing the call, we confirmed a one night reservation with a check in of June 29, and a check out of June 30, was requested in the Charleston WV airport areaIn addition, we verified the booking agent recapped the booking details and that the Hotel location would be revealed after finalizing the booking.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 booked as non-refundable and non-changeable Based upon the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please note that I called both Hotwire and the hotel to explain that I would not to be honoring the reservationMy fellow peer group, who live full time in that area of WV, warned me not to stay there considering that as a 64yr old woman, arriving alone at 1:am after travelling all day from the west coast(over hrs) that it would simply not be close enough to the airport in an area that I am not familiar with when so many more hotels are available close byThese local citizens advised me that it would take close to mins to get thereI chose to trust them over Hotwire; please bare in mind that we had gone through this with them in a pervious car rental debacle that also took us mins from that airport, which means we had to hire a cab at $one way to get thereTherefore the original complaint fro $We had to use the refund for Hotdollars only & that is how we got caught againPlease note that during that complaint we were repeatedly told that although we were completely unfamiliar with Fort Lauderdale, that we should have known that we would be that far from the airportWe had innocently requested a car rental service at the airport when we signed up with the Hotwire sponsored car rentalWhen we arrived at the car rental service, the agreement had been cancelled because we had not arrived within mins of our designated timeWho knew we had to travel mins to get there! We had not been told that in the agreement! They said they had had several Hotwire customers in the same boat all day and often repeated the same problem at their office with Hotwire customersWe had to beg and argue for the car!! I believe that in both cases this is bait and switch tactics and wholly dishonestPleaser proceed with my caseI would greatly appreciate it and thank you so much in advance Final Business Response / [redacted] (4000, 14, 2015/09/01) */ September 1, [redacted] Re: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to readdress your concerns and sent through the Revdex.com regarding your booking at the La Quinta Inn & Suites Elkview for cheJune 29, and check-out June 30, We understand that you did not accept our response regarding the issue; as such you are still requesting a full refund back to your credit cardWe regret any frustrations this [redacted] have caused At Hotwire we strive for clarity during our booking process that is why we recap the entire booking and make sure you agreed to our terms and condition before confirming the reservationWe have reviewed the call and can confirm no agent error from our partThe CRW airport is in the Charleston mapped areaWith 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 providedWe confirmed that this hotel is minutes from the airport which is miles and we called the hotel and they confirmed that you stayed there With the rental car that you booked, it was a standard rate car that was booked by you in Orlando Florida; you booked it for a city location not an airport locationThe location information is always provided before confirming the reservationThe standard rates are cancellable any time without a penalty, they are only held for an hour because they are not prepaid, and our rental partners wouldn't want to keep the car for Twenty Four hours and the customers end up not showing up for itEven though we didn't receive any payment from that rental car, and there was no error on our part, we offered HotDollar credit as goodwill for the inconvenience you hadIn addition to that we sent you a check for the difference in rate 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 Final Consumer Response / [redacted] (4200, 16, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rebuttal: With regard to the Orlando (correction to FtLauderdale) airport location for the original transaction, which was a car rental, we DID request the airport location and thought we had made that clear!! This is bait and switch and not acceptableWe should have had a refund of monies paid for the taxi, (with complications for dealing with canceled car rental agency and mins time in each direction, not to mention 4-holding on hold on the phone in both transactions to work this out freely given by us!) rather than HOtDollars which is restricted in how you can use it and meant we had to deal with more guessing in trying to use it as a consequenceWholly unjust!! When it was apparent that the hotel in the second transaction was too far away, although I told the phone rep at the start precisely what I needed and why to be clear about my needs, I told her then and there it had to be canceled & she refusedMore bait and switch and does not represent honest business practices in either case and is unacceptable

Initial Business Response / [redacted] (1000, 5, 2015/09/13) */ September 13, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Wyndham Baltimore MtVernonWe understand you booked a reservation for two adults and two children, and on arrival were assigned a room with one bedAs such you will like us to refund your reservation in fullWe regret any inconvenience this [redacted] have caused Here at Hotwire we do guarantee that the room will sleep the number of guests that are bookedWe verified that you booked for two adults and two children, but the hotel wasn't able to accommodate to the number of people due to an availability issueWe have reviewed the situation and found that our agents did their best to provide a resolutionWhen you contacted Hotwire a full refund was offered, with the alternative being to keep the room offered with the addition of two rollaway beds to the room at no charge, and free breakfast for your familyYou accepted the rollaway beds and free breakfast and requested further compensationHotwire HotDollars were offered and accepted as additional compensation for the issue Based on the above information, we are unable to honor your request for a full refund At Hotwire, we guarantee our partners the reservations will be used as they were originally bookedOnce a reservation is booked on our site, the confirmation information and our payment details are sent directly to the hotelBecause we guarantee payment and that the booking will be used as is, we are able to offer our customers great rates We appreciate your business and hope to assist you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have stated previously that my family DID NOT accept the offer of free roll-away beds, free breakfast, and $Hot DollarsWe, in good faith, believed we had negotiated with Hotwire to common ground where Hotwire would assume the total cost of the stay, since WE DID NOT RECEIVE THE ACCOMMODATIONS WE PAID FORIf the internal investigation leads MsFerguson to believe we accepted such an offer, than I believe terms were miscommunicated to me over the phone on the afternoon of August The issue at hand now seems to be poor communication I have been astonished at the customer service provided by Hotwire at every turn of this processWe are arguing over $I have a trip planned in mid-October, and for the first time in 4+ years, I reserved a hotel without using HotwireAs a result, Hotwire stands to lose a lot more in this "negotiation" than I as time wears on The Revdex.com has requested I submit a middle ground offerAlthough I do not believe it to be fair, I would like to offer that I assume 50% of the cost of my room on August 15, and Hotwire assumes the other 50%This offer would equate to a $refund being paidAs stated before, I make this offer reluctantlyHowever, it seems appropriate seeing as how I only received 50% of the beds that I originally paid for when planning this trip Final Business Response / [redacted] (4000, 9, 2015/10/14) */ October 14, [redacted] Windmill Lane Stuarts Draft, VA XXXXX In response to the Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel with Wyndham Baltimore MtVernonI understand that you recall being promised a refund by one of our representativesAs such, you are requesting for the refund I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care team and I can assure you we have identified the agent you spoke with, and confirmed that the refund was only promised to be provided if you chose to check-out of your hotel propertyFurthermore, I verified with Juanetta, from the hotel, that the room was fully utilizedTherefore, along with the information provided by [redacted] , you opted to keep the room for your family We sincerely apologize for the inconvenience this has caused youWith Hotwire, we guarantee that the number of guests will be accommodatedIf the hotel will not be able to accommodate the guests on the booking due to availability issues, then we make sure to provide our best resolutionAs previously reviewed, Hotwire and the hotel property accordingly provided rollaway beds and free breakfast along with Hotdollars for the inconvenience Therefore, we determined that our decision will remain finalWe feel that we have provided sufficient amount of compensation regarding this matter Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

March 21, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***l, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Novotel Montreal CentreI understand that you are dissatisfied on the amount of savings you receivedAs such, you requested a refund Our records indicate you booked a Hotwire Hot Rate® reservationIn Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completedThrough this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as bookedAs such, Hot Rate ® reservations are non-cancellable and non-refundable Allow me to explain how our saving are derived, 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 datesTo further clarify, Hotwire compiles a list of the retail rates we have found for all similar star hotels in the vicinity chosen for the booking dates requested Savings are then calculated based on the median rate found, and thus the crossed-out savings we display represents the retail rate falling at the medianOur website contains the following disclaimer explaining how our savings are calculated for Hot Rate ® bookings: “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 dates.” Let me assure you we work with our US and international partners to get the best rates on hotelsWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation and that is why we back this up with our Low Price Guarantee, which means before hours of your chedate, if you do find a lower rate for an identical booking, we’ll pay you the difference between the rates I understand you were provided with HotDollars by one of our Travel SpecialistsPlease be informed that it was provided as an exceptionOne HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels or any Hot Rate® cars, valid for a year Based on the information above, we are unable to honor your refund request 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 We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care RelationsHotwire Corporate Office

(The consumer indicated he/she DID NOT accept the response from the business.)This is more of the same lack of attention or concern on Hotwire's partOne, this dispute has nothing to do with the Lincoln Motel, wherever that is, as stated in their responseI've documented many times this complaint is about the Holiday Inn Express (HIE) in [redacted] Secondly, at the bottom the business response section, Hotwire states they will not provide a refundI never asked for a refund but rather a credit to be applied to future Hotwire bookingsI've never had issues with them before and would use them again in the future if they make this situation right.I asked for hotel switch well before the trip and stated my concerns with the validity of their star ratings for the HIEIn their response, the cite the same chapter and verse about Expedia's star rating systemI had this discussion over email and the phone with HotwireI'm very familiar with the policy and documented in writing directly from and with a link to the Expedia site, back in December 2015, specifically how they defined a star hotel, which is what they claim the HIE is...Many of these hotels feature multiple restaurants, uniformed bell staff, and enhanced lobbies with upscale decor and live plantsMost properties feature upgraded guestroom decor, large desks paired with comfortable workstation chairs, and TVs housed in armoiresAmenities may include larger bathrooms, incandescent lighting, and stone counters.This is NOT in line with the inarguable budget offerings from HIEWhat they offer is in line with a star hotel...These budget properties offer clean accommodationsMost offer 24-hour reception, daily housekeeping service, TVs, telephones, clothes racks or small closets, and private bathrooms--possibly with showers onlyOn-site dining is usually limited to a Continental breakfast.I also sent them links to the HIE website which clearly lines up with the star ratingThis is where the give themselves wiggle room with the ratings though because they are then adjusted, reportedly, based on customer feedbackJust because someone may rate their budget hotel a star experience because it met expectations, it does NOT transform the property from a to star ratingInterestingly enough, the HIE logo is clearly displayed on the Hotwire site as properties in the and star categories and is nowhere to be found on the pageYes, there is no guarantee you get one of the hotels in the logo'd section but IHG, who owns Holiday Inn, also owns both Hotel Indigo and Crowne Plaza, two of the other prominent chains listed under Hotwire's star groupIHG would even tell you those two hotels are targeted to different travelers and provide higher level service and amenities than does the HIE brandIn fact if you go to the IHG website and review their brands, they are listed in descending order with HIE at the bottom given it's budget, express nature [redacted] This could have been resolved long ago but Hotwire showed and continues to show little to now interested in a fair resolution for a long-time customerThey actually offered a nominal credit of $when I called support, which I rejected, and now they offer nothing? It's a pretty clear case of misleading consumers and then conveniently falling silent and not making a good faith effort to resolve fairlyIronically, the other hotel booked through Hotwire was quite good and totally consistent with the rating, so no complaintsBut speaking of resolution, here's what I propose as a middle ground solution per Revdex.com's suggestion: A 2/credit for HIE hotel fees, excluding taxes and other local fees, to be valid for months when booking other Hotwire offeringsThat's beyond fair at this point.Regards,***

March 25, [redacted] Rd [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 failed booking attemptsI understand you are dissatisfied because of the funds held for a booking that could not confirmAs such, you are requesting a refund of your hotel reservation At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processedSince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution’s policies, they may or may not honor our request to expedite the release Based on the information above, we are unable to honor your refund request as we did not charge you for this transaction Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 6, 2015/09/14) */ September 14, [redacted] W [redacted] StSTE [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear [redacted] We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at The MET Hotel Detroit - ***, [redacted] Specifically, you state that the condition of the hotel was unacceptable due to bedbugsAs such, you are requesting that we apply a refund for the original reservation and compensate you for an alternate bookingWe regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns It is important to us that you are provided with a room that is both clean and safeWe have reviewed your account, this reservation, and have reached out to the hotel itselfIt has been verified that there was no complaints or concerns brought to the hotels attention regarding bedbugs or anything else Please understand that once a Hot Rate Hotel reservation is made we advise our partners that it will be used as booked, this is one of the reasons we are able to procure such low ratesDue to this we do not allow any change, exchange, or cancelation as stated in the Terms of Use you agreed to prior to finalizing this reservation Based on your previous correspondence with our Customer Care team and the above information, we will not provide you with a refund for this or any other reservation associated with this Hot Rate bookingWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office

Initial Business Response / [redacted] (1000, 6, 2015/06/07) */ June 7, [redacted] BLVD [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] : Thank you for the opportunity to address your concerns sent through the Better Business Bureau regarding your reservation at the Hilton Grand Vacations International DriveWe understand that your nephew was sick and that due to his illness the trip was canceled; as such, you are requesting a refund of $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns At Hotwire we do not allow changes, exchanges, or cancelations because we get our amazing deals in part by guaranteeing that our reservations will be used as bookedHowever we do understand that sometimes something like an illness will occur, when this happens we are able to cancel and refund the reservation if the proper documentation is submittedIn this instance we require signed medical documentation on physician letterhead or from the hospice organization stating that the hospitalization timeframe corresponds with the date of travel or that traveling will cause condition to worsen, discharge papers would not be accepted in this instanceWhen you locate or acquire the requested paperwork please fax it to our research team at (XXX) XXX-XXXX along with your itinerary number Until you provide us with valid medical documentation we will not provide any kind of refundWe appreciate your business, 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the conversation on the pass [redacted] 6/7/at 4:(from XXX-XXX-XXXX) by the Customer relations to provide a Doctor paperwork, personally signed by the doctor in order to obtain the refund of my reservation The hand sign documentation was sent on 06/12/at 16:15, 16:and 16:thru the fax number XXX-XXX-along with the trend of email that were initiated on this case, please let me know if you need previous documents that I have sent to Hotwire as they are being held by Hyatt Legal Thanks for your help [redacted] Final Business Response / [redacted] (4000, 10, 2015/06/23) */ June 23, [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 Hilton Grand Vacations International DriveWe understand that you were unable to use the reservation due to your nephew's illness, and were seeking a refund for the reservationWe regret any concern this [redacted] have caused, and I hope your nephew is feeling better Per our records, valid documentation was received on June 20, 2015, and the reservation was refunded in in the amount of $that same dayThe credit was processed to the card used to book the 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

June 17, [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 [redacted] Car RentalI understand you are dissatisfied with your recent car booking because the rental agency does not provide rental without a credit card or a roundtrip travel ticket Our records indicate you booked a Standard CarIn Car bookings, you see the name of the car rental company and the price before you book the carThese bookings can be for downtown (city) and Airport locationsIn these cases, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and feesYour account will not be charged when the reservation is made As you mentioned, when booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for depositHowever, upon review, it doesn’t show that you indicated your deposit type at the time of booking At this time, we are confident with how we advertised our Car bookingsMoving forward, you may use our Web Site filters to guarantee a car rental agency that would suit your requirement capabilities 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, 2015/10/27) */ October 27, [redacted] Drive [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @rocketmail.com Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your transaction with HotwireI understand your dissatisfaction stems from the $discount coupon that is not being applied reservationAs such, you are requesting a credit I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire booking with the information you providedI also tried to reach by phone and email without successSo we [redacted] locate the reservation you are referring to, please reply with the following information: - Hotel Reservation Number - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does anyone at that company actually read their emails and reply without a form letter? What reservation? I tried booking one, but no discount was appliedDid you seriously expect me to pay the full price, then hope to get a legitimate response and my money refunded? You people are a jokeHow much money does your job pay? I'd love one where I just copy and paste the same response No, a $discount is not acceptable now, even if you finally figured out what you're doing thereI want my original booking at the price offered at the time I searched, minus $You screwed around so long, that the booking is now more than twice what I was quoted Final Business Response / [redacted] (4000, 9, 2015/11/18) */ November, XX XXXX [redacted] , XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @rocketmail.com Dear [redacted] , I am writing in response to your additional correspondence with Hotwire regarding your $discount coupon that was not applied during the booking processI regret you remain dissatisfied with the handling of your situation You are requesting for us to honor the rate offered at time of your searchIn addition, you want us to honor the $discount As we work with live inventory, rates are constantly fluctuating based on availability and demandWhen one of our rental agencies/ hotel partners has availability, they upload inventory onto our Web siteIn turn, when availability decreases they limit or close out access to that inventory Based on the information above we are unable to guarantee the same rate that you saw online at time of search I regret the frustration and inconvenience this situation createdI suggest to please contact us directly at 1-866-HOTWIRE (XXXXXXX) for us to get additional information about the type of discount you discussed on your previous correspondence 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, 2015/07/02) */ July 2, [redacted] , [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental reservation with EnterpriseWe understand that you are seeking a refund, as your uncle passed [redacted] and you were unable to use the reservationPlease accept my sympathies for your lossWe hope you and your family are holding up well in this stressful time We understand that a death in the family can be difficult; as such we offered a refund provided you were able to submit the required documentationIn order for us to review your situation further, we must receive the documentation as requestedWe will accept either a dated obituary from a published news source with yourself listed as a surviving family member, or a certified copy of the death certificatePlease fax the requested documents to X-XXX-XXX-XXXXOnce received, we will review the documents for a possible refundYou will be notified via email regarding the outcomeWithout this documentation, we are unable to honor your request for a full refund We appreciate your business, and regret that your Hotwire experience was anything less than exceptionalWe hope that we will have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

April 13, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® car reservation with HertzI understand you are dissatisfied with your booking, specifically because your request to refund the remaining days of your reservation was not honoredAs such, you are requesting a refund and an additional compensation We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations 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 We understand some events are beyond our customer’s control and allow refunds under extenuating circumstances but we do require specific documentationWe would be needing a police report, news article/link or any documents that can validate the claimYou can send it on your most convenient time at [redacted] This process typically takes 7-business days upon receiving the needed documents Based on the information above, without valid documents, I am unable to honor your partial refund request 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, 2015/06/04) */ June 4, [redacted] Cir [redacted] XXXXX RE: Revdex.com #XXXXXXXX Itinerary #XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your reservations at the Crowne Plaza/South Brunswick hotelAs stated in your letter, you booked a room for four adults, but only received one king bedAs such you are requesting compensation beyond the HotDollars already provided, for a room that didn't suit your needsWe regret any frustration or inconvenience this has caused you Upon researching your reservation, we did find it was booked as one room for four adultsHotwire does guarantee reservations will be able to sleep the number of guests listed, and we don't believe one king bed is sufficient accommodations for four adultsWe apologize for the mishandling of this reservation, and have addressed the issue with those who were involved We would be happy to honor your request for a refund of 50% of your reservation (excluding the trip insurance from Allianz Global)The amount paid to Hotwire was $257.50, so we have issued a refund (as of today 6/4/2015) of $back to your cardThe refund process takes one to two business days, and then will be up to your financial institution as to when it becomes availableWe will also be leaving the Hotdollar credit on your account for future use Again, we apologize for this inconvenience, and hope this compensation helpsWe appreciate your business and look forward to assisting with your future travels Sincerely, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased with customer service by the upper management and their swift action to make things even Thank You Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ October 30, [redacted] East [redacted] Street [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Town and Country Resort & Convention Center in San Diego, CaliforniaI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating of the property and the negative reviews you read onlineThus, you are requesting a refund Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly Based on your concerns, I read reviews on numerous sites and while I did find some reviews citing concerns; I found the most recent reviews on different sites were very favorable citing the hotel's cleanliness, great location and helpful staffRegardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomWe want to give our partners the opportunity to provide all guests with a satisfactory stay Based on the above information, I am unable to process your request for a full refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely yours, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am unsure how you can say that you want your customers to be able to trust the Hotwire brand, when you cannot stand behind the quality of your bookings I paid for a star review booking, I never used the booking because of the absolutely horrendous reviews listed about the hotelNow you claim to have read some recent better reviews and are basic your denial of my refund for that reason? I'm unsure of how that makes any business senseI figured a company like Hotwire would place customer satisfaction above all elseIn essesence, Hotwire stole my money and is telling me too bad, some of the reviews are better now, better luck next time Again, the Hotwire's business sense is comicalYou can rest assured that Hotwire will NEVER be used again by my friends or familyExpect a letter to be written to your CEO regarding your lack of concern for customer careYour response is just as terrible as the terrible customer care I have received from Hotwire from the moment I booked this room Final Business Response / [redacted] (4000, 9, 2015/11/19) */ November 19, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Town and Country Resort & Convention CenterI regret you remain dissatisfied with our decision after we read the reviews online We understand star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.comWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly At Hotwire, we guarantee customers a clean and comfortable 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 for further review Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable 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, our decision to not refund your reservation remains final We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

September 12, [redacted] In response to Revdex.com Complaint ID [redacted] Dear [redacted] r, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your failed booking attemptI understand you are dissatisfied because of the funds held for a booking that could not confirmAs such, you are requesting a compensation At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processed which is a process in the banking industrySince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies We are able to assist a customer in getting a pending hold release potentially expeditedIn order to do so, we must contact the customer’s financial institution to inform them we will not be collecting the funds held for the failed booking attemptBased on the financial institution’s policies, they may or may not honor our request to expedite the releaseYou may contact Hotwire to request a way call with your bankWe are available 24/at [redacted] *** Based on the information above, we are unable to honor your request as we did not charge you for this transaction Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/13) */ September 13, [redacted] E [redacted] Court [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 booking with the Hotel Icon in Houston, TXWe understand that you were charged an additional fee of $per night to upgrade your room to one with two bedsAs such you are requesting a refund of the $total fee charged by the hotelWe regret any concern this situation [redacted] have caused We confirmed the type of reservation you booked is a Hotwire Hot Rate reservationBecause our Hotwire Hot Rates are final reservations, our target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is complete; such as bed typeWhile we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed type or their sizesThese restrictions enable our partners to better manage their unsold roomsAfter further research, we have verified that the room-type you were accommodated with upon chewas one queen, which is considered appropriate accommodations for the two guests bookedBecause we service our partner's unsold rooms, room type is determined by the hotels availability If the numbers of beds are important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel name, address, room type, and any fee requirements the hotel [redacted] have We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had originally filed this Revdex.com complaint against the Hotel Icon in Houston, TXI had assumed that Hotwire was innocent and had no knowledge of Hotel Icon's fraudulent business practice of Bait-and-SwitchThe Houston Revdex.com changed the complaint to Hotwire and moved the complaint to the Oakland Revdex.comI thought Hotwire needs to know what their business partner is doing so I agreed to file the complaint against Hotwire I am absolutely stunned at your responseYou have just confirmed that Hotwire is fully aware and condones that their customers are being baited and switchedI did a search on the internet and found hundreds and hundreds of complaints against HotwireWow, I seriously wonder how you stay in business with how you treat your customersI will never use Hotwire again No, Hotwire, my next step is not to contact your customer careShould you choose not to refund my $60, my next step is to share what happened to me, and the other people you have ripped off, on social media so that my friends and acquaintances will ever use you again Final Business Response / [redacted] (4000, 9, 2015/09/22) */ September 20, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] ***: Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your stay at the Hotel Icon located in Houston, TXYou state in your additional correspondence that you feel you were misled by Hotwire and the Hotel Icon; as such you are requesting a refund of $I apologize for any confusion you [redacted] have had while using our site Hotwire tries to be very clear during the booking process; as such it is stated in the Terms of Use on the final page in bold bullet points that were agreed to that, "Rooms sleep the number of guestsNumber, type and size of beds aren't guaranteed." As one Queen Bed will sleep guests, nothing misleading has been done on the part of Hotwire or the Hotel Icon We understand that Hot Rate bookings are not for everyoneIn the future when a specific number of beds or bed types are required, booking on the hotel side of hotwire where the bed number, sizes and types can be seen and chosen is recommended Based upon the information above, I can assure you, you were not misled in any way by either partyAs such we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do you assign people to a King size bed?

Initial Business Response / [redacted] (1000, 5, 2015/06/07) */ June 7, [redacted] Road [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 reservation with the Sofitel New York, booked for the night of June 12, We understand that you are unhappy with the level of savings you received with this bookingWe regret any concern this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAt Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site: "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 fees." This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe 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 are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates At 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 supplierFor this reason, reservations are booked as non-refundable and non-changeable Based on the information above, we will not be changing your reservation or issuing a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire's reply is totally unhelpfulAs I stated clearly in my original complaint, yes, I was fully aware of how Hotwire arrives at the "median rates" it shows as the crossed-out "regular price" with which it tempts its customers into buying so-called Hot RatesBut Hotwire's policy does not in any wat excuse what amounts to bait-and-switch tacticsI was sold a room that supposedly was worth somewhere in the range of $at a percent discount; what they delivered, once the hotel name was revealed, was a room that normally costs below $300, at a discount of perhaps percentHotwire's practices in rating its hotels and arriving at comparable rates (the "slashed out" rates) mislead customersIf you don't believe me, peruse recent reviews of the Sofitel in Manhattan, posted by Hotwire customers like meFirst of all, it is Hotwire itself that formulates its own star ratings, and in some cases it makes mistakesIn this case, no one but Hotwire and its sister company, Expedia, considers the hotel in question, the Sofitel in New York, to be a true 5-star hotel; even the Sofitel hotel company itself rates this hotel as 4-stars! Second, and more importantly, it's absurd to use Hotwire's tricky neighborhood-comparison method in a city, New York, that has some of the most luxurious and expensive hotels in the worldSure, the Plaza hotel or the Peninsula, in the neighborhood of the Sofitel, might have rooms available for the night of June 12th, 2015, that cost upwards of $But that's because those are two of the most expensive hotels in an incredibly expensive market! The Sofitel's rooms cost half thatLet me put this to you another way: Imagine that Hotwire were selling jewelry, not hotel roomsImagine that Hotwire showed you a gift box, and said, "Inside this box is a fine piece of gold jewelry, regularly costing about $720, but we are going to sell it to you for $a discount of percent!" Wow, you reply, sounds great, I'll buy it! But when the box is opened, you find a very nice silver bracelet that regularly retails for $You are outraged! So, you ask: "Wait, how did you arrive at the outrageously exaggerated price of $720?!" And then Hotwire replies, "Read the fine print! This is how we do it! You see, we compare with the gold jeweler next door, and the gold jeweler next door sells pieces for $720!" Huh? This isn't making senseYou say something like, "But this isn't gold, it's silver." Hotwire insistsHotwire replies, "Well, we can assure you it IS goldWe check every morning to make sure our gold is gold! You need to read our policy." Nonsense, you say"I've read your policyBut no one thinks it's gold but youEven the manufacturer says it's silverAnd I didn't want or buy silverI bought goldMore to the point, you said I was getting a discount of percent, but that's a gross exaggeration!!" See what I mean, Revdex.com? If a jeweler engaged in these practices, they'd be arrested for fraud! Seriously, they wouldPS: Furthermore, as a final note, when I was contacted by Hotwire's representative to discuss this over the phone, I was dealt more insulting smoke and mirrorsNaturally, the representative explained Hotwire's policy of how they arrive at both their star ratings and their slashed-out pricesNaturally, I explained that, as I'd already written, yes, I was fully aware of their policy but that in this case it was broken, as the hotel rates used as comparisons were wildly misleading(And, furthermore, the star rating itself was also a mistake, too, though that wasn't even my main beefI mean, I could stay the Pierre or the Carlisle in Manhattan hotels that are a zillion times more luxe than the Sofitel for only about $- $per night, and they are, by universal agreement, actually 5-star hotels.) Anyway, the Hotwire representative then started to dish out a bunch of nonsenseHe told me that "almost all its customers agree" that the Sofitel in New York is a 5-star hotel because almost all the customers gave it 5-star ratings in their reviews, after staying thereSay what?! I couldn't believe my earsHow misleadingWhat obfuscationHotwire does NOT question guests on whether or not they agree with the hotel's star ratingSure, Hotwire like all online travel booking sites questions departing guests on how many stars THEY would give the hotel in various areas (from comfort to cheexperience and amenities, and so on)But that is entirely a different thing than a hotel's star ratingThe Motel Six in Boise might get a full five stars from percent of its happy customers on the delights of its bed sheets or the selection of breakfast cereals at the morning buffet but that doesn't make the Motel Six in Boise a 5-star hotelI honestly couldn't believe my ears when the Hotwire representative started claiming that positive guest reviews "proved" the Sofitel was factually a 5-star hotelAnd, anyway, that wasn't even my main complaint, which he never addressed, other than to repeat the policy once again, about neighborhood comparisonsMy main complaints to reiterate it for the fourth time in writing is that Hotwire sold me a hotel room that it said had a value in the range of $720, but it delivered a hotel room with a value of approximately $Bait and switch, pure and simpleDeception of customers, pure and simpleI'm going to pursue this furtherAnd, no, I do not accept the thrice-repeated non-answer from HotwireThank you, Revdex.com, for your help! Final Business Response / [redacted] (4000, 9, 2015/06/22) */ June 22, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] : Thank you for the additional opportunity to address your concerns sent through the Revdex.com, regarding the Sofitel New York hotel for June 12, We understand that you are not happy with the star rating and the savings you received with this booking, and that you are requesting a room in a star New York City hotel with the median rate of $We regret any frustration this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAt Hotwire, we strive for clarity during the booking process, and we provide the following disclosure at the bottom of our site: "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 fees." This shows that the crossed-out rate refers to the median price of the hotels in that area, not the specific hotel that you gotWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention As there is no standardized star-rating we start with Expedia's star-rating and then adjust the rating based upon reviews from our customers after they have completed their stayWe stand behind our star rating system in considering the Sofitel New York a star hotel Regardless of Star Rating, we do expect our customers to have a clean room and if after getting to your room, if you find it is not clean, we are here hours a day, days a week to assist youIf there is an issue we will work with the hotel and you to correct the issue Based upon the previous information, we have already provided you a star hotel in New York in the median rate mentionedAs such, we will not be making any changes or modifications to this booking Best Regards, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire keeps repeating the same canned response, without in sny esy actually responding to the substance of my actual complaintI do not accept their non-helpful, non-transparent, non-explanationTheir actions in this case amount to tricking the customerBait and switchI will pursue this further

Complaint: [redacted] I am rejecting this response because: the fact that you were only including a small subset of the customers who have offered feedback on the hotel was not disclosed For the recommended percentage of the hotel, which was much lower, there were more than a thousand inputs To intentionally hide all but the ones which make you appear best is unfair and fraudulent.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have proof of the amount I was to be charged.Sincerely, [redacted]

August 24, 2017 RevDex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: [redacted] Dear RevDex.com, Thank you for forwarding the BBB consumer rebuttal from Ms. ***. We regret to hear that Ms. [redacted] did not accept our response. The deadline to submit a claim is 24-hours after booking. We received Ms. [redacted] request on August 1, 2017. Regrettably, Ms. [redacted] requested the price match days after booking and did not meet the 24-hour deadline. As a result, her request was denied. Again, 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] Corporate Correspondence Team