Hotwire

April 20, [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 reservation with [redacted] HotelI understand that you are dissatisfied with the savings you received on your hotel bookingAs such, you requested a refund Our records indicate your booking was 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 As for the advertised rate of savings associated with Hot Rate® bookings, 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 requestedSavings 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.” Upon review, I confirmed that your reservation was rebooked by one of our travel specialists as an exception to your non-refundable reservationAs such, a refund of your original reservation was honoredRefunds typically take one to two business days and is up to your financial institution as to when the funds will be available for use We appreciate your business and look forward to assisting you further Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ February 5, [redacted] S [redacted] Way [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with Holiday Inn Express in Bridgeville, PAI understand you were dissatisfied because your refund request initiated in January has not been processed yet Our Hot Rate(r) reservations are booked as non-refundable and non-changeable in order to obtain deeply discounted rates from our partnersNevertheless, we do understand some events are beyond the customer's control and allow refunds under extenuating circumstances but we do require specific documentation In order to uphold our contracts with our partners and continue to service our customers with such low rates, it is necessary for us to require documentation in medical situationsWe require a letter from a doctor stating you were unable to travel on the specific dates of the reservationAccording to our records, you have sent the appropriate documentation on January 31, After reviewing the documents you sent, we processed a refund in the amount of $on February 3, While we process our refunds within 1-business days, it is up to your financial institution's policies on when the credit will be posted to your account Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the refund on my credit cardThank you

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ October 14, [redacted] XXXXX [redacted] Dr [redacted] XXXXX In response to Revdex.com Case numberXXXXXXXX; Customer's email: [redacted] @yahoo.co.uk Dear ***, I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your Hotwire account under the email of [redacted] @yahoo.co.ukI understand you want to activate your account under the email address given After review and careful consideration, Hotwire has determined that its decision to cancel your bookings and deactivate your account was warrantedUnfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your bookings Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management department is specially trained to handle these sensitive issuesIf Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidentsGoing forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response I am not sure your answer explains why you consider my account to be outside your acceptable risk thesholdHas there been fraudulent activities associated with this account? This is my own, personal account and all the activities associated with this account have been initiated by me so where is the fraud? I hope you understand when the owner of the account is confirming that activities are not fraud, then on what basis you are classifying activities as fraud? As you say in your response, your risk management department is equipped to handle such cases but when I contacted your risk department at the phone # you have provided in your response to resolve this issue, no one picked up the phone and no one ever responded despite my leaving message several timesThis clearly indicates to me that your risk department does not have a live person to deal with the issueIt is simply an automated system where you require customers to leave a message but with no chance for being responded back I would request you to provide me the reason what makes you believe that activities associated with my account are fraudulent when I as the owner of the account is confirming that these activities are legit and I am using my own personal credit card to pay (which is in my name and listed at my address in USA)for the booking I am making through your websiteIf you are concerned about the fraudulent nature of the activities, why your risk department is not making an attempt to resolve it by calling me back and confirming that transactions are legit? This is how any credit card company verifies any fraudulent activities by calling the owner of the credit card I am not satisfied with your response which looks like standard response you send to everyone in this situation without even closely examining the issue at hand I expect high standards from companies like Hotwire operating in USA to resolve issues for customers rather than erroneously flagging their accounts for fraudulent activities when there are none and making them run aroundThis is despite the fact the customer is making every effort to resolve the issue but the company is not willing to address the issue I hope to get a response on this Dr [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/02) */ November 1, [redacted] XXXXX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX Customer's email: [redacted] @yahoo.co.uk Dear ***, I am writing in response to your additional correspondence with Hotwire regarding your account deactivation I regret you remain dissatisfied with how your situation is being handledIt is at the discretion of our Risk Management team whether or not the decision to deactivate your account is finalIf the decision is final, you will likely not receive a call back from that departmentI understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation I understand you want to have more information on why activities on your account are considered fraudulentThe Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] 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 If you have not received a call back from our risk management team, then our decision to deactivate your account remains unchanged Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ August 19, 2015 [redacted] X XXXXX RE: BBB Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr. ***: We are writing in response to your... correspondence with Hotwire and the RevDex.com regarding your Hot Rate Hotel reservation at the Rodeway Inn [redacted] . Specifically, you state that your original reservation was unauthorized, the hotel has offered a full refund, and that you have received unsatisfactory responses from our customer care team. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns. Due to the concerns expressed by you we have again reviewed your account and this reservation. The original booking that you mention was not made by an agent and was booked under your name for you. Once a Hot Rate reservation is made we guarantee our hotel partners that the reservation will be used as booked and payment is sent directly to the hotel. This is one of the reasons we are able to procure such deep discounts, but also why we have the policy of not allowing any kind of change, exchange or cancelation. Since you advised your original customer care agent that the wrong reservation was booked, we provided you with an exception. Once we finalized a new reservation that you agreed upon, we would provide you with a full refund on your original booking. You agreed to this and to our Terms of Use once more and the new reservations was finalized. You have stated on multiple occasions that the management at the Rodeway Inn Philadelphia has offered you a refund. At this time we have reached out to them on two separate occasions, and both times the hotel staff has advised that no offer of a refund was made to you. Our customer service is important to us, as such we have reviewed the information that we have provided and have confirmed that it is correct. Based on the information above we will not provide you with a refund for this booking. We 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject the fact that Orin is deceptive and unethical and states that he has tried to reach out on two separate occasions to speak to the hotel owner/manager [redacted] of the Rodeway Inn because after speaking to [redacted] the hotel owner/manager (of whom Orin was informed that he had to call and ask for directly for this cancellation/refund authorization) [redacted] informed me that he has not received a single phone call from Orin, or any other representative from Hotwire. I will accept however the fact that I spoke to a very cooperative Hotwire representative today August 21, 2015 who was extremely understanding and cooperative regarding this entire situation and understood it was a case of identity theft and booked online from someone other than myself the card holder from the beginning. This hotwire representative was actually willing to take the time and go above and beyond to reach out to [redacted] the manager at Rodeway Inn who was to authorize the cancellation of the unauthorized booking and refund the complete amount of $125.24. I hope to never have to use Hotwire in the future for any authorized bookings. When a customer calls and reports they have been a victim online of identity theft and has an unauthorized charge to their credit card, customer service reps such as Orin need to take the time to listen and not have such power trips. Final Business Response / [redacted] (4000, 9, 2015/08/27) */ August 26, 2015 [redacted] XXXXX RE: BBB Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr. ***: We are writing in response to your additional correspondence with Hotwire and the RevDex.com regarding your Hot Rate Hotel reservation at the Rodeway Inn Philadelphia. Specifically, you state that you were a victim of identity theft and that one of the people you spoke to provided you with misinformation. As such, you are stating that we have acknowledged that this was an unauthorized charge and have provided you with a full refund. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns. As stated in our previous contacts, we have reviewed your account and your two most recent reservations. The first reservation was for the Econo Lodge Conway, SC and was booked on your account, using your name, for you. When you called our customer care team you stated that this was not the reservation that you wanted and that you had thought that you had not completed the booking you were looking at. We offered to make an exception for you and make a new reservation. Once you selected the Rodeway Inn Philadelphia and the reservation was finalized we provided you with a refund for your original booking. We have reviewed the conversation that you had with this agent and can confirm that you requested this reservation and agreed to all of the Hotwire Terms of Use. Due to this we have determined that neither reservation was unauthorized. Here at Hotwire we strive to only provide you with accurate information at all times. Due to this we have reviewed the conversations you had with all of our agents and can confirm that the information provided is correct and that the hotel was contacted multiple times confirming that at the time no refund had been offered to you. You have mentioned the hotel has now requested that we cancel your reservation; as such we are happy to have provided you with a full refund for both of your reservations. If at this time you feel that you have had any unauthorized charges we recommend you contact your financial institution. We 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 Final Consumer Response / [redacted] (2000, 11, 2015/08/31) */ To whom it [redacted] concern/ [redacted] ., Please be advised that I got my issue resolved and got a full refund after making one final attempt at calling hotwire.com and speaking to an entirely different representative named Edlyn who was compassionate [redacted] understanding and willing to call the Philly hotel to confirm authorization by the hotel manager that a full refund was to be made. Please close the above mentioned case number. Thank you for your time in this matter. Sincerely [redacted] C. ***

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ [redacted] 19, [redacted] Bay [redacted] RE: Revdex.com case # XXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com concerning your hotel reservationWe understand that you are dissatisfied with your recent booking experience and currency conversion ratesWe regret any concern this [redacted] have caused We were unable to locate your account using the information provided in your letterIn order to address your concern, please provide us with your Hotwire itinerary number for the reservation in question, the email address, or the phone number associated with your Hotwire accountOnce we have the above requested information, we will be able to review your booking and answer all of your questions 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, 2015/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I was under the impression that my issue was already escalated to the customer relations department, and that there was a case opened already by the research team which should include all my information (iename, e-mail, phone #, itinerary #'s in question), I do appreciate the concern shown by [redacted] Below are the details requested by herPlease forward Itinerary #'s: XXXXXXXXXX; XXXXXXXXXX E-mail: [redacted] @hotmail.com Phone: (XXX) XXX-XXXX [redacted] Please understand that I am not dissatisfied with the entire experience or the rates of conversionI am dissatisfied first with the fact that between the phone app and the red deer lodge, there seemed to be no discrepancies, but later on all of sudden there's a currency conversionI'm dissatisfied secondly with the lady who booked my second night and obviously wasn't fully competent, as she asked me specifically where I was, where red deer is, and she had the previous night's stay right in front of here when she booked me in and still failed to inform me that there would be a currency conversionThirdly I am dissatisfied with how the whole issue was handled by the customer service departmentBetween explaining/clarifying my situation in total, probably about or times, and then having someone refer me to that final sale policy, I feel that I was treated quite unfairly, and that compartmentalization was used to basically give me the run-around feeling that something was being done, when it actually was not, in hopes that I would just give up and let it goThis is the very first time I have ever filed a complaintI am not a complainerI sincerely feel that I was ripped off here by hotwire Final Business Response / [redacted] (4000, 9, 2015/06/04) */ June 4, [redacted] Bay [redacted] RE: Revdex.com case # XXXXXXXX Hotwire itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns through the Revdex.com concerning your reservation with the Red Deer Lodge Hotel And Conference CentreWe understand that your complaint stems from the fact that you were charged in USD instead of CAD, and the level of service you received from our agents on the phoneYou have requested that Hotwire compensate you for the conversion fees associated with this transactionWe regret any frustration or inconvenience this situation [redacted] have caused Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeAs your reservation was booked with an agent over the phone, the default currency would have been in USDIf not specifically requested, all reservations booked with an agent [redacted] be completed in USDThe form of currency was not discussed during the call We are not able to retroactively adjust the currency type once the reservation has been completedAs such, we will not be providing the requested refund of the conversion rate difference 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 this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We appreciate your continued business and hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour Express customer care at X-XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Thanks so much for the polite dismissal of responsibilityThere will be no continued business from me or anyone I give advice toNot much point in booking through you people when the hotel rates are so much less expensiveYour misleading currency scam is actually not very surprisingGreat tacticYour company is a disgraceEnjoy my Canadian bucks or whatever it was that you guys conned out of me

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ December 23, [redacted] AVE [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 Red Carpet Inn & Suites - Scranton, PAI understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectationsAs 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 review After reviewing your account, I confirmed that you contacted us to share your concerns on December 5, 2015, the day of check inOur Travel Specialist contacted the hotel and spoke to ***, who stated they would provide a new roomI verified with the hotel that you did not accept the new accommodation Based on the above information, I am unable to honor your refund requestFor the inconvenience, please accept HotDollars that I applied to your account under [redacted] @gmail.comHotDollars is equivalent to US Dollars that can be used on your future Hot Rate (r) hotels and Hot Rate(r) cars which is valid for a year We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel staff "***" as you stated, in fact did NOT offer nor provide an alternative roomIn fact as I stated in my original complaint the hotel staff was rude, abrasive, disrespectful and took no accountability for their unsafe room conditionsIt is appalling that they would expect any satisfaction with the health hazard filled room Final Business Response / [redacted] (4000, 9, 2016/01/17) */ January 17, [redacted] 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 hotel reservation with Red Carpet Inn & Suites - ScrantonI regret you remain dissatisfied with the handling of your situation as you stated in your letter, [redacted] did not offer alternative rooms and was disrespectfulI apologize for the inconvenience this has caused you Based on the review of the incident, we were informed by the hotel that they offered alternate accommodation, however, it was declined as you did not want to stay at their propertyAs previously mentioned, if there is a quality concern in the room, we first want our partners to rectify the situation with a change in roomsIf the issue still persists, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for assistanceBecause a contact was not made to Hotwire after you were informed the hotel will reaccommodate your reservation, please understand our options are very limited As such, our decision to not refund your reservation remains finalPlease accept additional HotDollars for the offensive treatment you experienced at the hotelHotDollars are equivalent to US Dollars that can be used in booking HotRate(r) Hotels and HotRate(r) Cars and is valid for year We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is now multiple times that I have responded to the initial complaintMy information submitted has not changedAs stated multiple times the staff at the hotel was rude, disrespectful, abrasive and DID NOT offer/ provide alternative accommodations!! This issue has yet to be resolved adequately and I am more than did satisfied with your customer relations as far resolution of issues

July 21, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] Airport NorthWe appreciate your patience regarding this matter 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 booked When booking with Hotwire, customers can expect a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for helpBecause there was no contact made at the time of your stay, our option is very limited Upon investigation, we contacted the property and was informed that there were no complaints made to them Please be advised that at the time of booking we indicated that there will be no refunds for early check-outs Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 15, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® Hotel reservation with Innside New York NomadI understand your inquiry about the taxes and fees applied to your reservationYou feel that the amount was overchargedAs such, you requested an itemized description of the taxes I can assure you were not overchargedOur rates are non-commissionable, meaning hotels do not pay us for bookings; instead we apply our booking fee and state taxes to the rates they offer us To further clarify, the tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc) that Hotwire pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe actual tax amounts paid by Hotwire to the hotel supplier may vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by the customerThat being stated, we retain service fees as additional compensation in servicing a customer’s travel reservationService fees retained by us for our services vary based on the amount and type of hotel reservation 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 UseIn doing so, you provided authorization to Hotwire to confirm the transaction to the payment method you provided and book this reservation for the total reservation price; including the room rate displayed on the site plus tax recovery charges, service fees, and where applicable, taxes on our services We appreciate your business and regret your Hotwire hotel 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 me The he business has committed to adjust hotel cleaning feeSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ September 14, [redacted] 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 Mardi Gras Hotel & Casino in Las Vegas, NVWe understand that you were unhappy with your stay, as you did not feel the hotel merited the 3-star ratingYou state that there were people seeking money or drugs near the hotel, the hair dryer was broken, and the linens were old and stained, and you were also dissatisfied with the level of service received when you called HotwireAs such you are seeking a full refund, plus reimbursement of the resort fees charged by the hotel, and compensation of $130.00, as you paid a higher rate at another hotel you booked for the remaining two nights of your stay We regret any discomfort or inconvenience this situation [redacted] have caused, and appreciate you took the time to express your concernsWe also apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns With regard to the star-rating; as there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Mardi Gras Hotel & Casino is listed as a 3-star property with HotwireWe have checked other well-known travel sites, and found the 3-star rating for this hotel to be fairThe Mardi Gras Hotel & Casino is also listed as a 3-star property by TripAdvisor, Hotels.com, Expedia, Booking.com, Orbitz, Kayak and TrivagoAt this time, we remain confident our star-rating system is meeting the needs of our customer's goals Our records show that a refund to your account was processed in the amount of $110.53, equal to two nights stay, on September 5, We are not able to refund the remaining amount, as the room was used for two nights, and the hotel authorized the refund for two nights only As it was your decision to leave this reservation and book elsewhere at a higher amount, we are not able to compensate you for any difference in rates To address the resort fees, we give our hotel partners the opportunity to provide estimated resort fee amounts, but this is not required information, as it [redacted] disclose the exact propertyIf knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, and any fee requirements the hotel [redacted] haveHotwire strives for clarity during the booking process, and to ensure this we provide the following information in our Terms of Use "You'll pay the hotel directly for additional charges, like room service or resort fees." This is something that you must agree to before a booking can be completed In conclusion, we are not able to honor your request for a full refund, reimbursement of the resort fees, and compensation for the difference in ratesWe 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, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thank you for respondingUnfortunately, I feel your refusal to refund any of the money is in bad taste and horrible customer serviceFirst, let me speak to the star ratingThe mere fact that there is a conflict between what your end user staff and your supervisor staff state is the criteria for the star rating, makes your company look incompetentIn this case, if what you say is true, your end user staff has more knowledge of your company then your supervisorsA simple I am sorry you had a bad experience with our staff is poor customer service to say the leastIt was a complete circus show from the first phone call to the lastEveryone was rude and having your customer wait on hold for upwards of an hour and hanging up is absolute ridiculousnessAgain, I spent at LEAST hours on the phone on hold or dealing with your rude call centerIn fact, I am still waiting for the manager phone call that was promised to me on that very same day Second, the fact that you say "I chose to stay the first two nights" is semi correctI am a single mother travelling with two childrenWe had travelled hours by car and were exhausted when we reached the hotelI was unaware that I could call Hotwire at midnight first of all and second, judging by the lack of custmer service I received the next morning, honestly, what would they have done for me? I would have been on the street at midnight in Las Vegas with nowhere to sleepSo, I chose to sleep there because I have a responsibility to my childrenWas I worried about the hookers and riff raff in the parking lot, yesDid I sleep lightly with pepper spray next to me, yesI CHOSE to leave the next morning but because the hotel's computers were down and your staff refused to call me back instead of me sitting in the hotel room on hold for another half and hour, the hotel wouldn't release me because they charge you a night for early cancellationNow, my card had been charged the full amount a pending hold was on the account for incidentals and a refund for the remaining two nights wouldn't be processed for 2-daysHaving enough money to find another hotel was an issueSo I had to stay there because the process made it difficult to leaveKeep in mind that had this motel been what was represented as equivalent to a Hilton, Holiday Inn or Crown, then all of this would have been avoidedAs it was I had to call around to several hotels and scour the internet sites to find something under $for a holiday weekendAgain, wasting more of my time and time with my family as we were there for a wedding, which would have all been avoided had I gotten what was represented as a star hotel Thirdly, the fact that your company doesn't even offer to try and make it right says a lot about how important your customers are to youThe lack of free breakfast (which was offered on your site) and the hidden resort fees are just sneakyAt the very least, I would think your company would refund the fees and the two nights stayCompensating me for the $would have been excellent customer service even if it was in the form of a voucher to redeem yourselves I do hope that you rethink your decision and realize the circumstances in which people travelNot everyone has oodles of extra money to hold on credit cards and I value the money I spendI expect to get what I pay for Thank you for your time [redacted]

Complaint: [redacted] I am rejecting this response because: It is not that I feel there was a glitchI was told by one of your representatives that you had problems at that time with the system and that was the reason for the issueMeanwhile they held my money from both accountsWe tried the transaction twiceOnce via phone with a hotwire representative and the second onlineBoth transactions did the same issueThey held the funds for days and meanwhile we had to pay $50+ per night per each roomI am not expecting anything from them because after speaking to their representative several times they would hang up on me or be very rudeBut I did want to report the issue so that it does not happen to anyone elseSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ November 6, [redacted] Dr [redacted] F [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 reservation at the Hotel Restaurant Seegarten QuickbornYou reported that during the booking process, you selected a hotel in PennsylvaniaHowever, you got confirmed for a hotel in Quickborn, GermanyAs you did not use the booking, you are then requesting a full refund At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, all reservations are booked as non-changeable and non-refundable To better understand your concerns, I recreated a search on our Web site for a hotel reservation using Bellingham and Pennsylvania and confirmed that Quickborn, Germany is not on the list of available hotel optionsWith this, we cannot assume that a Website error occurred during the booking processIf you are able to produce screenshots validating this booking confirmed in error, I will be happy to review furtherAny screen shots you have corroborating a website error occurred can be sent to us as an email attachment to [redacted] @hotwire.comPlease allow us to review the document within 7-business days Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 1, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Days Inn Hotel and [redacted] I understand you are dissatisfied because of not being able to cancel your 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 booked I understand that your plans may change and that is why we strive for clarity during the booking processOn the final billing page which is the same page you enter you billing information, we present a bulleted list of our Hotwire’s Rule and Restrictions and Terms and ConditionsWithin those restrictions the following statement is provided: “All bookings are final(No refunds, no changes)” 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

March 21, [redacted] ***Richmond, CA ***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 reservation with [redacted] [redacted] I understand you are dissatisfied with your recent hotel booking because the rooms you booked did not accommodate the number of guests you indicated on the reservationAt Hotwire, we guarantee all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possibleOur records indicate you booked a HotRate(r) Hotel for adults and childI recognized, each rooms was assigned in a room with a king bedWe apologize for the inconvenience this has caused youUpon investigation, I contacted the hotel and talked to Joseph, he said the 5th room was upgraded to a room with queen beds for an additional feeI can assure you this experience is not typical of what our customers can expect when booking with HotwireAs such, we are more than happy to reimburse the amount you paid for the upgrade feeTo further assist you, please send us an email attachment with a copy of the hotel receipt showing the charges for upgrade feeYou can send it to [redacted] Please be advised that this may take 7-business days upon receiving your receiptWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/15) */ August 15, [redacted] Court [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Ms [redacted] , We are writing in response to your inquiry with Hotwire and the Revdex.com regarding your rental car reservation with Hertz, on August 26, in Providence, Rhode IslandI understand you had seen an advertisement for a rate lower than the one you booked, and are seeking a refund of the difference in ratesI regret any frustration this situation [redacted] have caused you Hotwire understands you are dissatisfied with your recent attempt at booking a car reservation; specifically, with the rate available for the location, date, and time you searchedYou feel that if Hotwire advertises rates from $per day than we should provide that rate for all locations and timesAs such, you are requesting a car reservation for $per day We work with live inventory to insure the lowest rate available will be listed at all timesThis means our rates are constantly fluctuating based upon availability and demand; however, completing the booking will lock in the listed rateWe can assure you that we work with our US and international partners to get the best rates on car rentals and that if you find a lower rate within hours of booking, for a completely identical reservation on another website, we will pay you the difference On our website we do often have an advertisement that states "cars from" and then we list a great rate available at the timeWhile this rate is available on our website, it is advertised before you put in your search criteriaAs such we cannot guarantee that this rate will be available for the location, date, and timeframe that you will be looking at Based upon the information above we are unable to honor your request for a car at $per dayOur 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] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't think Hotwire should be able to advertise rates that are not availableI saw the ad and clicked and the rate was not availableIt should not be advertising something that consumer cannot get when they go to the Hotwire Web siteI believe that is called "bait and switch." Final Business Response / [redacted] (4000, 9, 2015/08/19) */ August 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Ms [redacted] , We are writing in response to your inquiry with Hotwire and the Revdex.com regarding your rental car reservation with Hertz, on August 26, in Providence, Rhode IslandI understand you had seen an advertisement for a rate lower than the one you booked, and are seeking a refund of the difference in ratesI regret any frustration this situation [redacted] have caused you Hotwire strives to find the best rates available at the time of your bookingWe show examples on our website of some of the great deals our recent customers got so that you can have an idea of what to expectWe disclose at the time of booking: There is no guarantee that this price will be in effect at the time of your booking While this rate is available on our website, it is advertised before you put in your search criteriaAs such we cannot guarantee that this rate will be available for the location, date, and timeframe that you will be looking at You can be confident we work hard to negotiate the lowest rates with our partnersThis is why we offer our Low Price GuaranteeThis is in place as assurance to our customers we are providing the lowest rates availableWithin hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you accepted the offered rate, and selected a box stating you read, understood and accepted those conditions In consideration of the information above, we will not refund your reservation as requested 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 Final Consumer Response / [redacted] (4200, 11, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire's ads are a case of "bait and switch." They advertise rates for cars at a specific airport that are not available when you go to the company's Web siteThis appears to be a corporate practice and it is wrong It is the same thing as a brick and mortar store advertising a price for a specific product and you go to the store to buy it they tell you it costs more Hotwire is deceiving prospective customers

June 9, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your hotel reservation with Suburban Extended Stay Hotel [redacted] I understand you are unhappy with the unsatisfactory treatment from the hotelAs such, you requested a credit in the amount of $ We apologize for any treatment that is anything less than exceptionalI can assure you this is not typical when booking with Hotwire Upon review, I confirmed that on February 4, 2016, a refund was issued for the reservation in the amount of $In addition, we are more than happy to reimburse the difference in rates between the alternate hotel you booked and your Hotwire bookingTo complete this, please send the alternate hotel’s receipt as an email attachment to [redacted] The review process may take seven to business days and we will reach out once completed We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

February 2, [redacted] WA [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Extended Stay America - Phoenix - Scottsdale, AZI recognize your refund is taking longer than usualWe sincerely apologize for this inconvenience I am happy to let you know that we have issued your refund in the amount of $192.49USD on January 31, back to your account Please be advised, refunds normally take one to two business days and is up to your financial institution as to when the funds will be available for use which typically takes five to seven business days We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations

April 14, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itineraries [redacted] and [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your recent hotel booking with Ramada Westshore Tampa AirportI regret you remain dissatisfied with your Hot Rate® hotel as you were charged for an additional fee to get your requested bed typeAs such, you are requesting a full refund As previously mentioned, we do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilityIn addition what we guarantee is that rooms will sleep the number of guests, but bed types and sizes aren't guaranteed To further investigate, the original room provided by the property can accommodate the number of guests in your reservationYou choose to have it changed to a different room type with different bed Based on the information above, my decision has not swayedI am unable to honor your refund request Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 15, [redacted] Dr [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @me.com Dear ***, I am writing in response to your inquiry to Hotwire and RevDex.com regarding fraudulent transactionsI understand you are seeking information regarding recent bookings, as well as requesting Hotwire's Fraud Department to contact you and remove unauthorized charges made to your account Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraudOur Risk Management Department is specially trained to handle these sensitive issuesIf a customer feels a fraudulent booking took place, we provide a service permitting a customer to file a fraud report for further investigation We recommend to please submit a report directly with your Financial InstitutionAny pursuance made to get reimbursed for the unauthorized charge must be done with them We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire refuses to eliminate the account associated with the email account [redacted] @me.comThe [redacted] @me.com account has my last name listed as [redacted] My Hotwire account is associated with the email account [redacted] @gmail.comI never received a call from Hotwire's fraud department, I filed a claim with their Risk Management team My Hotwire risk management reference # is XXXXXXXXXX So the issue has not been resolvedThis is an internal Hotwire software issue, it has nothing to do with my bank Final Business Response / [redacted] (4000, 9, 2015/12/01) */ December 01, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @me.com Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the unauthorized Hotwire transactions under [redacted] @me.comI regret you remain dissatisfied with the handling of your situation After reviewing your account, I confirmed that all the bookings were a Hot Rate (r) HotelsPer the Hotwire Terms of Use, all bookings are final and cannot be refundedPrior to completing these bookings, you selected a box stating you read, understood and accepted those conditions As previously mentioned, if you believe a transaction is fraudulent, we recommend reporting this directly with your financial institutionAny request to be reimbursed for an unauthorized charge must be done with them Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a question of a fraudulent transaction, this is a question of a phishing email distributed by Hotwire for "Hotwire Deals." Once the person on the receiving end opens the email a Hotwire account is generated with the person's last name as [redacted] I had been a loyal customer of Hotwire for almost ten years, they were an excellent company before being absorbed by ExpediaNow there is No "Customer" in customer serviceI have never received a phone call from Hotwire's Risk Management team to address my concerns of an unauthorized account attached to an unauthorized use of an email address The Hotwire Risk Management team has not read the complaint that I filed with the Revdex.com properlyHotwire continues to harp on the issue of a transaction dispute, Not an unauthorized Hotwire account generated from a phishing email sent out by their company I have asked Hotwire repeatedly to remove the phishing account associated with the unauthorized email account that contains an empty profile, my first name and last name as [redacted] I asked that Hotwire retain only the Hotwire account that I set up myself ten years ago, and delete the phishing account associated with my name Hotwire has refused to acknowledge my requestI have had to expend an exorbitant amount of time and energy trying to resolve this issue with HotwireIn closing; I have had to move on to Expedia's corporate headquarters in San Francisco for help with my concerns and a resolution to the phishing email/ bogus Hotwire account issue

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ June 9, [redacted] N [redacted] St [redacted] XXXXX RE: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Thank you for the opportunity to address your concerns sent through the RevDex.com, regarding your Hot Rate hotel reservation with the Quality InnAs stated in your letter, you did not intend to finalize your bookingAs such, you are requesting a full refundWe regret any concern this [redacted] have caused At Hotwire we take pride in being able to provide the lowest guaranteed rates for our HotRate hotelsOur 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 Because exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking pathThat map defines the area in which the hotel can be locatedIn your case, the area selected was "Greater Downtown Denver, Colorado" I assure you the Quality Inn is located within the green shaded map defining that area We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and are therefore generally don't refund hot rate bookings Based on our correspondence on 06/08/we have decided to process a full refund for this bookingWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely, [redacted] Hotwire Corporate Customer Relations