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

Initial Business Response / [redacted] (1000, 9, 2015/06/30) */ July 30, [redacted] DR [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] : Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your stay at the Extended Stay America located in Nashville, TennesseeYou state that the room condition was unacceptable and you were promised a refund but it was never givenI apologize for any inconvenience this [redacted] have caused On June 20, a call was placed to the hotel to verify condition of the room as well as the promise of a refund form the hotelI spoke with Devon at the hotel who advised they have offered you a full refundWe have processed your refund on June 20, in the amount of $ Based upon the information above, we have issuing a full refundWe appreciate your business and look forward to assisting you with your future travels Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was a Shang they they could not refund my money without gettin the Revdex.com involved but I'm thankful for your help and will never use Hotwire again Than you got your help in this matter I greatly appreciate it 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

Complaint: [redacted] I am rejecting this response because: This is a company licensed to operate as an [redacted] company as a sub of expedia They accept [redacted] funds using [redacted] banks and pay [redacted] taxes the whole point of the complaint is the terrible customer service provided by third party untrained low wage employees in another country If you take [redacted] funds using [redacted] banks and operate in [redacted] but only communicate with customers by this sub standard way then we will go up the chain of command and complain to whoever is nextThe banking institution regulatory agencies or the commerce departments or whoever we will endeaver to pursevere [redacted] Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ [redacted] XXXXX [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate hotel booking at the Harrah's Hotel and Casino Las VegasSpecifically, you state that the name provided for this booking was incorrect; as such, you are requesting that we resolve the situationWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Please understand that one of the ways we are able to get you such low rates is by guaranteeing our hotel partners that once a reservation is booked it will be used as isWe do our best to make this as clear as possible, even stating in our Terms of Use that "Names can't be changed after booking"We also do not allow a reservation to be finalized until this is agreed to Based upon the information provided to you by our customer care team and the above information we will not change the name on this reservation or provide any other 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, 5, 2015/08/18) */ August 18, [redacted] Circle [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Doubletree Hotels Virginia Beach Hotel on August 28, in Virginia Beach, VirginiaWe understand that you were seeking closer to the beachAs such you are seeking a refund for your reservationWe regret any inconvenience this situation [redacted] have caused As Hot Rate(r) hotels are final reservations; we strive for clarity in the booking processBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapIn your case, the area selected was "Virginia Beach Seaside, Virginia"I have confirmed Doubletree Hotels Virginia Beach Hotel is located within the green shaded map defining that area We have contacted this hotel to address your concernsThey offer shuttle service to the main beach area from 8:am to 10:pm, and the seaside area is about a minute walk from the property At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions Based on the above we will not be providing compensation as requested In the future if you need a specific location, we offer hotels that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireThis type of reservation is best used by those who wish to choose a specific location We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do understand the policy about the Hot Rate final reservation as I have booked it many times in the pastHowever, I don't accept it when misrepresenting the informationThe map does not show the distances as it is not an interactive mapThe label "Sea Side" is deceiving since it leads people to believe that it is within proximity of the beachThe solution about the hotel providing a bus shuttle to the beach is a proof that it is not close to the beachIt is not a good solution and very inconvenient for us to take the shuttle carrying all the bags, chairs and umbrellaI could have booked a hotel with a shuttle services and less expensive than this hotel if it is acceptable for us to go through the hassle of taking the shuttle Hotwire has not provided acceptable answers and all I am asking for is cancelling our reservation and refund us the chargesIf they don't want to fix their misrepresentation on their web site, then it is their business to upset and lose customers There is enough time for the hotel and hotwire to sell this reservation to someone else who accepts the shuttle arrangement Final Business Response / [redacted] (4000, 9, 2015/08/27) */ August 27, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to readdress your concerns as sent through the Revdex.com, regarding your booking at the Doubletree Hotels in Virginia Beach on august 28, We understand you would like to cancel this reservation as it is not on the beachWe regret any aggravation this situation [redacted] have caused Here on hotwire we strive to make our booking process as clear as possibleAs such we do provide highlighted mapped zones that we guarantee the hotel will be withinAs we do take hotel location very seriously we have reviewed this property and confirmed that this hotel is within the mapped area provided at the time of booking At Hotwire, we strive for clarity during the booking processTo ensure this we provide a link to a map relaying the various areas we service based on the location the customer searchedUpon selecting a Hot Rate property, we provide another map on the hotel details page specific to the area selectedIn addition, information regarding location is accessible in our Help CenterA link to our Help Center is located on the top of every page on our siteIn our Help Center under "searching and booking" we address such questions as " Why can't I see the name of the hotel or the street address until after I book?", " How can I find a hotel in the neighborhood where I want to stay?" and " How do I use the interactive map to help me find hotels?" Finally, In the event a customer has any inquiries prior to booking it is recommended to contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservationAs such, we remain confident we provided a sufficient amount of avenues of obtaining information regarding location and our map functionality prior to booking On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotwire Terms Of UsePrior to completing the booking, you selected a box stating you read, understood, and accepted the following: All bookings are finalNo refunds, changes or transfers Your account will be billed for the full amount when you book After you book, the hotel's name and address will be revealed Hotels will require a credit card when you check in; debit cards [redacted] not be accepted You'll pay the hotel directly for additional charges, like room service or resort fees Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available Based on the information above, our decision has not changed; we will not honor your request for a refundOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire has not addressed the real issue of the complaint which is the mislabeling of the area Their responses keep listing their processes and procedures that I am very familiar withThey keep stating that they provide the area map however they failed to mention that the map is,not interactive and does not allow the user to understand the distances Misleading users by labeling the area as "Sea Side" and have the area stretches miles away from the board walk without providing distances on the map is my main issueHotwire has mentioned that they have 24/help associates but they failed to mention that their associates do not know the area because they don't live thereAlso being placed on hold for a period of time before getting an associate is what most people want to avoid dealing with I don't appreciate how Hotwire elected to handle my complaintI will never do business with them as they have ruined my vacationThey have definitely lost me as a customer

March 9, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate® hotel reservation with Best Western Kirkwood Inn StLouisI regret you remain dissatisfied with the previous information we provided As previously mentioned, regardless 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 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 Additionally, At Hotwire, we service two types of hotel reservations: Hotwire Hot Rate® hotels and HotelsAs we informed you in our previous response, all Hot Rate® bookings are non-refundableFor Hotels, hotel details are provided prior to booking and may be refundableWe do not recommend customers to book the non-refundable Hot rate® reservation if their plans are unsure Based on that information, our decision to not honor your refund request remains final 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, 2015/06/15) */ June 15, [redacted] Street [redacted] RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Best Western Plus Hotel HaagaWe understand that you were unhappy with your reservation, as the hotel was not in your desired locationYou state in your letter that you were given a distance from this hotel of zero to miles from the Radisson Blu Plaza during your booking processWe regret any frustration or inconvenience this situation [redacted] have caused Please understand the distances mentioned on our Web site are derived based on straight-line measurementWhile we ensure straight-line distance to be within the miles listed at time of booking, the driving distance from point A to point B [redacted] be farther awayBecause Hotwire strives for clarity on our site, all distances are measured from a red pin on the map linked from the search results page used to indicate the location searchedThe distances displayed on our site during the booking process were calculated from this red pin With a Hotwire great low Hot Rate booking the exact street location is not revealed until the booking is completeIt is important for our customers to review the map correlated to the area called out during the booking processThat map defines the area in which the hotel can be locatedSome mapped areas are bigger than othersIn your case, the area selected was "Helsinki, Finland." This includes more than just the city of HelsinkiWe assure you the Best Western Plus Hotel Haaga is located within the green shaded map defining the Helsinki, Finland area For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changedThese restrictions enable our partners to better manage their unsold roomsWe confirmed the type of reservation you booked was a Hotwire Hot RateAs such, we were not able to honor your request to move to a hotel closer to your desired location In the future if you need a very specific location, we recommend that you take advantage of our standard ratesFor standard rates, hotel details, including the hotels specific location, are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotelThis type of reservation is best used by those who need to be close to a certain location, in this case specifically the Radisson Blu Plaza We strive to exceed our customers' expectations, and we regret to learn 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, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi there, Thank you for getting back to me, but this is not a response to my objectionThis is the same standard response which ignores what I have to say I'll repeat once moreI do not dispute the hotel given is in the Helsinki area I dispute that the hotel offered is within the required distance from the Radisson Blu Plaza HotelI'll repeat, when I booked, your website specifically advertised that the hotdeal hotel would be within 1-miles of this hotelThis was the deciding factor in my decisionThe location was important to me because of proximity to my friends' accommodation Upon booking, I discovered that the hotel booked was not within this distanceThe offer advertised was falseI have used three separate distance measurers online and they all confirm that Best Western Hotel Haaga, (address: [redacted] ) is more than miles away from Radisson Blu Plaza (address: [redacted] )To be specific, the distance is over miles travelling over ground (as one has to travel) Your response is that Hotwire, for some mysterious reason, measures distances point to point on a map, or as the crow fliesI refute this as a reasonable way of measuring distances between placesIt is highly misleading to consumers and should be challengedHowever, in this instance, even following Hotwire's own method of measuring distances, the two hotels are STILL not within the required miles of each otherThe distance point to point is miles (although I maintain my position that the distance is in actuality, miles) My position is this: I was given a hotel a much greater distance from the location than I was promisedFeel free to check your distance measurements and confirm thisYour advertising was erroneousThe advertising materially impacted on my choice of hotelsEven once Hotwire were informed of their error, your company refused to put it right and give me a hotel within the distance advertisedMy complaint was ignored by your Customer ServicesI had no choice but to use the hotel bookedThe distance impacted on my trip in a substantially negative way, for one, I am very out of pocket through expensive taxi faresAs a result, I request a refund on my bookingThis refund should come from Hotwire, and not the hotel, as it was Hotwire's mis-selling of the deal that has caused the problem I have given Hotwire ample opportunity to resolve this issue with me, and while there has been a reply, it has certainly not amounted to an explanation or a responseIf this is Hotwire's final position on the matter then could you confirm this please and I'll begin the next steps i.econtact my credit card company and any relevant consumer/ advertising complaints bodies, with a view to getting them to take up my complaint with you Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/24) */ June 24, [redacted] RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Best Western Plus Hotel HaagaWe understand that you were unhappy with your booking, as you were given a distance from this hotel of zero to miles from the Radisson Blu Plaza during your booking processWe regret any continued frustration this [redacted] have caused The distances provided our Web site are derived based on straight-line measurementAll distances are measured from the starting point information entered (in this case, the address of the Radisson Blu Plaza) to the furthest point of the map within that mapped areaTo provide the exact distance would reveal too much information about the hotelWe are able to negotiate these great low Hot Rates with assurance to the hotel that the name and exact location will not be revealed until the booking is completedThis allows hotels to better manage their inventory - without competing with themselves We have done a search on the Hotwire site, using the Radisson Blu Plaza address, [redacted] , XXXXX [redacted] , as a starting point, and the shortest distance provided is between to miles We appreciate your 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 customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because: Complaint [redacted] was submitted on 9/25/and has still not been resolved On 10/4/Hotwire responded to the complaint asking for more timeIt is now 10/18/and we have yet to hear back from Hotwire I do need my refund to my credit card immediately This is becoming a larger problem/issue than needed and it needs to be resolved Please confirm receipt and what the next steps are in resolving this issue [redacted] Sincerely, [redacted]

April 15, [redacted] In response to Revdex.com Complaint ID [redacted] , customer email address [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your Hotwire accountI understand you are dissatisfied because of not being able to book on Hotwire.com After review and careful consideration, Hotwire has determined that its decision to deactivate your account were warrantedUnfortunately, your previous transaction and information falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking(s) Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire’s Terms of UseIn the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason." For liability reasons we are unable to disclose the reason for deactivationMoving forward, all contacts regarding your recent transaction under your deactivated account must be addressed with Risk Management at ( [redacted] Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: Hotwire claimed that the hotel is in the highlighted area; however, Hotwire failed to provide me a physical map, indicating the exact location of [redacted] Hotel. Including a map with the hotel's exact physical location is essential in order to prove the location of the hotel. In addition, Hotwire failed to mention in their correspondence that they guarantee the hotel location as posted during my booking. I have attached 3 maps directly from Hotwire's website. Map 1 and Map 2 are the Hotwire Rate Hotel Map. Notice the area highlighted is to the north of Highway #E90. One map also says-"Your hotel's in the highlighted area, guaranteed." Map 3 is from Hotwire's website and shows [redacted] Hotel's location. It is to the South of #E90. The hotel is on highway E951. Thus according to hotwire's maps which you can zoom, [redacted] Hotel is not in the highlighted area as shown in the Hot Rate Map. Sincerely,Vasiliki Ballios [redacted]

Complaint: [redacted] 3I am rejecting this response because: I have submitted pictures of the conditions of the Econolodge Hotel that Hotwire booked meThe pictures clearly show that the room was not sanitary to stay inI followed protocol and called Hotwire immediately , as I have had the same experience before at the same hotelAgain, I was assured the hotel room would be in great conditionWhen I arrived at the hotel, I, again, called HotwireI notified hotel staff, and yet I still had to stay in an unsanitary roomI wasn't even offered a different roomHotwire should be able to accommodate their customers to their satisfaction and this hotel was extremely unsatisfactoryAgain, if more pictures are needed I will send them inI took pictures of the water damage and allWater damage in the celing could easily be an indication of mold, meaning my health was in jeopardy simply because I didn't know if mold had formed or notAgain, if more pictures are needed I will submit themSincerely, [redacted]

July 10, [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 car reservation with HertzI understand you are dissatisfied with your recent car booking as the estimated amount of the taxes and fees indicated at the time of booking was not honored by the rental agency and charged you $more According to our records, you booked a Prepaid car at HotwireIn this type of booking, Hotwire services as the third party intermediaryWe only service the reservation process, the charges are determined and collected or billed directly by the rental agency, and thus, you are subject to the rules and restrictions of the rental provider This provider has requested that all servicing for this type of rental be referred to them, therefore we recommend that you visit their website at [redacted] or reach them at [redacted] for any billing concerns Again, thank you for allowing us the opportunity to address your concernsWe appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ July 15, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.comWe understand you were unable to complete a specific booking on the Hotwire site, and you were not able to speak with a supervisor when you asked to do soWe regret any frustration this [redacted] have caused On review of your account, we see there were eight attempts to book a reservation in Atlantic City for cheon June 30, 2015, between 9:a.mPST and 10:a.mPST on June 30, The bookings were not completed, as it appears the hotel was updating their availability during that timeOur hotel partners have the option of removing or adding rooms to Hotwire inventory as neededThe booking options would still show as available until the inventory update was complete, and any attempts to book that room would generate an errorWe regret that the specific deal you were trying to book was not available for you Though it appears there was not a supervisor available to speak with you immediately when you called in, we can assure you that had you been able to, a supervisor would not have been able to force the booking through the system or adjust rates for you to match the rates you foundRegardless of whether you are booking online, with an agent over the phone, or speaking with a supervisor, we are not able to adjust rates to match another offering, or complete a booking for a room that is no longer available We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sound to me like bait and switch, something the Revdex.com should not be endorsing That inventory was available for at least an hour, probably longer at that advertised priceWithout any mechanism to alert a consumer through your website that the offer was no longer available, the offer should not even be able to proceed to the checkout stageYou fail at that point in the transaction, along with the CSR's unwillingness or instruction not to provide a supervisor to speak withI am unconvinced that you took my complaint seriously and will not offer improvements in the future so that others [redacted] not encounter the same exact problemsLaying it off on an "update" by the hotel is just blaming someone else for your mistakesSomething the Revdex.com should look at as well Final Business Response / [redacted] (4000, 9, 2015/07/26) */ July 26, [redacted] XXXXX [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Dear [redacted] : We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your attempted Hot Rate Hotel reservationSpecifically, you state that you were unable to book the reservation that you wanted; as such, you are requesting that the Revdex.com review or remove our accreditationWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns One of the reasons we are able to secure our deeply discounted rates is by providing our hotel partners the ability to keep full control over their availabilityThis means that the hotel can always list the most up to date deal, it also means that occasionally a deal that you had seen earlier will no longer be available Please understand that you have not been billed for any of your attempted reservationsWe 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 Final Consumer Response / [redacted] (4200, 11, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) why is a deal that is no longer being offered available for over an hour on your website? Answer= bait and switchA deceptive trade practice that the Revdex.com should not give their accreditation to 2) why are your CSR people trained not to escalate service calls to a supervisor who canA) offer a deal similar to the bait b) explain your policy about not being able to do such a thing c) remove such listing from your website 3) ***, as you should know, I cancellled my account and will never do business with your company againWhen you look forward to seeing my travel needs in the future, don't look to hard, you'll ruin your vision Thx, ***!

April 13, [redacted] , IN [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Motel Indianapolis - SouthportI understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of bookingAs such you requested a refund Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as bookedThis is why Hot Rate® hotel bookings are non-refundableAt 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®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt 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 may receive when completing their reservationIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryWe also offer select independent hotels not listed Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [redacted] P.O Box XXXXXX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel at the Sea Club ResortI understand your dissatisfaction stems from the quality of the accommodation provided by our partnerAs such, you are requesting a full refund 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 reviewBecause contact was not made to us until after the reservation dates, please understand our options are limited We are unable to discriminate against working with a property because of the neighborhood in which it residesWe allow our hotel partners to provide customers with a safe and clean environment and are confident in the hotel's ability to correct any safety matters that [redacted] arise at the property Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliersAs I understand this was not the case with your reservation, please accept my sincere apologies Allow me to assure you this is not a typical occurrence for customers booking through our sitePlease accept my sincere apologies for any inconvenience this situation created along with a credit of HotDollarsWe applied this credit to your account under [redacted] @aol.comHotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservationsYour HotDollars will expire one year from the date of issue, November 14, We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want a $credit, I would like a full refund for what I paid for the hotelI think you are missing the point, I did not imply that the cleanliness of the hotel was due to its locationThe problem is, Hotwire is falsely promoting the hotelThe pictures are obviously enhanced to confuse unsuspecting customersAfter my arrival, I was also required to make a mandatory safe deposit fee and make a refundable depositI specifically asked your representative if there were any other required fees other that the one I paid on the phone with her, to which she answered noThis tells me that the representative failed to provide full disclosure of the hotel requirements Hotwire clearly is either not knowledgeable of their product (hotel amenities and requirements) or is purposely withholding full disclosure to their customersThe Hotwire agent, convinced me that the presentation and amenities of Sea Coast Resort was similar to that of HiltonThat was blatantly falseIf Hotwire wants to confidently group a set of hotels to give their customers an idea of less known hotels, then it is the responsibility of Hotwire to do adequate research on such facilities to ensure that their customers are not misled and their credibility is maintained I think Hotwire was unethical and irresponsible in this case when they chose to recommend a hotel that is far below the standards of what was advertised Final Business Response / [redacted] (4000, 9, 2015/12/01) */ December 01, [redacted] P.O Box XXXXXX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire regarding your reservation at the Sea Club ResortI regret you remain dissatisfied with your Hot Rate(r) hotel reservation, due to the quality of accommodation provided by our partnerAs such, you are requesting a full refund At Hotwire, we strive for clarity during the booking processAfter further investigation, I learned that you booked the reservation with one of our Travel SpecialistsAllow me to assure you that all our Travel Specialists are trained to ensure they are recapping booking details before completing a reservation; including the deposit terms All bookings are finalNo refunds, changes or transfers Your account will be billed for the full amount when you book After you book, the hotel's name and address will be revealed Hotels will require a credit card when you check in; debit cards [redacted] not be accepted You'll pay the hotel directly for additional charges, like room service or resort fees Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our endUpon reviewing the call, I confirmed that you asked the Travel Specialist if there will be any other fees when you get to the hotel, which our Travel Specialist replied to and advised you in case you asked for room service or other special accommodation you directly pay it to the hotel As per the concern of cleanliness, 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 reviewAs contact was made after the reservation dates, please understand our options are limited Based on the information above, I feel the HotDollars is adequate compensation in regards to this issue, as you used the reservationOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 11, 2015/10/28) */ October 28, [redacted] XXXXX N [redacted] Ave Apt [redacted] XXXXX In response to Revdex.com case number XXXXXXXX Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the Best Western Plus Carriage Inn - Sherman Oaks, CAI understand you are dissatisfied with your recent hotwire hotel booking because you are having hard time putting your father's name on the reservation On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and HotelFor hotel, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a feeOur hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundableThese restrictions enable our partners to better manage their unsold rooms After reviewing your reservation, I confirmed you booked a Hot Rate hotelWe obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold After carefully checking, we already add the name of your father into your reservation We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 11, [redacted] , GA [redacted] In response to Revdex.com Complaint ID [redacted] , customer e-mail address [redacted] @gmail.com Dear [redacted] Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your bookings attempt at HotwireI understand you are dissatisfied because of the funds held for the booking that did not go throughAs such, you requested a refund After reviewing your Hotwire account, I confirmed the transaction you mentioned was voidedUnfortunately your transaction fell below our acceptable risk threshold 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 these reservations were voided, 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 policiesI recommend contacting your bank for further information The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the site Going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementIn addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (415) [redacted] We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

June 14, [redacted] , ON [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 recent hotel reservation with Days Inn - Downtown OttawaI regret you remain dissatisfied with the previous response we provided As previously mentioned this is not typical when booking with HotwireIn cases the hotel could not accommodate our customers, I can assure you, we do our best to provide a satisfactory alternate options for them Hotwire is able to find alternate hotel for our guest that corresponds with the availability at the time of the event I understand you were provided with two extra beds in the room that is only suitable for guestsWe sincerely apologize that your experience was less than ideal Based on your situation, we are still unable to honor your full refund request since your hotel reservation was fully utilized In addition to the HotDollars applied to your account, we are applying another HotDollarsOne HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® car reservations, valid for a year Again, we would like to reimburse the amount you paid for the extra bedsYou may send us the receipt for reviewKindly send it to [redacted] as an e-mail attachment 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