Hotwire

March 9, [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 Advantage Rent a CarI understand you are dissatisfied with your car reservationYou indicated that your Low Price Guarantee claim was not honored Upon review, I listened to your call with the travel specialistWe apologize for the mishandling of your case I will be more than happy to honor your Low Price Guarantee claimAs such, a refund in the amount of $was processed back to your accountPlease be advised that refunds may take one to two business days to process and is up to your financial institution as to when the funds will be available for use We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

(The consumer indi**ted he/she DID NOT accept the response from the business.)You did not read our **se clearlyThere is a problem on the Hotwire siteThere is a button on their site that has a **nadian flagIf you click on that and proceed it should not charge you US dollars.I have done this several times and get the same resultWe clicked on the **nadian flag which means the flight should be in US dollars but when we proceed it charged us US.You need to get a representative try it yourself.We still want the difference refunded as the hotwire site is not working properly.I **n send you a video of what we did if you want.***

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 24, 2015 [redacted] D [redacted] N [redacted] Rd [redacted] , [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to the RevDex.com... regarding your hotel reservation at Extended Stay America in Indianapolis, IN. I understand you are dissatisfied with your recent hotel booking because the $10.00 discount you expected did not apply. As such, you are requesting to get the $10.00 credit back to your account. We obtain discounted rates in exchange for guaranteed reservations. We work hard to negotiate the lowest rates with our partners. On top of our Low Price Guarantee bookings, we occasionally distribute promotional discount offers to better satisfy our valued loyal and potential customers. These discounts are advertised via electronic mail, Social Media Sites, and directly posted on our website. It typically provides you a code that you enter on the billing page before completing the transaction with Hotwire. After further review, I learned you tried to book a reservation in your end but was unsuccessful due to errors occurred. As such, you called our Customer Care and a Travel Specialist assisted you in booking your Hot Rate(r) Hotel reservation. I also learned that you were guaranteed by the Travel Specialist a $10.00 refund after completing the booking. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed the information that was provided to you by the Travel Specialist. Based on the result of the investigation, we have confirmed the error. As such, we processed the refund on November 22, 2015. Please allow us 7-10 business days to process it and it will be depending on your financial institution's policy as to when the funds will be available for use. In addition to this, I added 25 HotDollars to your account under [redacted] @cable.comcast.com as a compensation for the inconvenience. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your Hot Dollars are valid for up to one year, expiring on November 23, 2016. I apologize for the inconvenience this has caused you. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. 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] ***

April 13, 2018Revdex.com San Francisco Bay Area and Northern Coastal California Complaint DepartmentRE: Hotwire Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youHotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotelWe understand [redacted] is requesting a refund and an apology.Our records show that [redacted] , or a person authorized by [redacted] , booked via the Hotwire website on February 24, for an Executive Suite, for two adults and two children, for three nights with the Larkspur Landing South San Francisco - An All-Suite Hotel, checking in on March 23, 2018, at an estimated cost of $to be billed directly by the hotel.At the time of booking the hotels policy was providedIt was also emailed on an email confirmation to the email address provided, and states: Cancellations and changes If you cancel or change your plans, please cancel your reservation in accordance with the property's cancellation policies to avoid a no-show chargeCancellations or changes made after 4:00pm (Pacific Daylight Time (US & Canada); [redacted] ) on Mar 22, or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.Later the same day, the reservation was modified by [redacted] , or a person authorized by [redacted] via the Hotwire mobile site, without changing the suite type or hotel, and the reservation remained for three nights, but the check in night was changed from March 23, 2018, to March 24, 2018.The new cancelation policy provided was identical, except for our customer having until 4:00pm (Pacific Daylight Time (US & Canada); [redacted] ) on Mar 23, to make changes without a one-night penaltyThis change of reservation and the new cancelation policy was sent in an email confirmation to the email address provided.Our customer contacted us advising that the reservation had been canceled online prior to March 23, We reached out to the hotel to advocate for our customerWe have this contact completed just after midnight at 12:AM, and we set follow up to take place during the day with the hotel.Our customer contacted us multiple timesHowever, our first email going out to our customer was to advise of the result of our continued follow up with the hotel from the call that was received late March 24th, or early March 25thIt advised that we contacted the hotel and we were advised the hotel was unable to allow a refund.We received a reply to that email with three screen shots from a mobile phone, and a request for Hotwire to reimburse the penalty incurred with the hotelOne screenshot showed a reservation for three nights, checking in on March 23rd as canceled, another showed a reservation for three nights, checking in on March 22nd as canceled, and the last one showed a reservation for three nights, checking in on March 24th as booked and confirmedThe only information showing was the hotel property name, dates of the stay, and the status.As advised previously for the itinerary in question, it had been booked as three nights checking in on March 23rd, which was canceled and replaced by a reservation for three nights checking in on March 24thThat reservation for three nights, checking in on March 24th we have confirmed was not canceled on this itineraryAs such, our records match with two of the three screenshots providedRegarding the third screenshot, this itinerary never had a booking that matched check in on March 22nd, and any information on additional itineraries wasn’t reviewed for this inquiryDuring a later call in request for Hotwire to reimburse the penalty fee charged by the hotel, we sent an email to our customer to allow screenshots to be sent that would include the full itinerary detailsWe received the reply stating that the itinerary was showing confirmed, not canceled, and no further screenshots were provided.We regret that [redacted] was charged a penalty by the hotel property for a reservation that she did not find usefulHowever, as Hotwire provided all the detail needed to understand the penalty, and how and when it would apply, hotwire will not be able to reimburse fees incurred due to the cancelation policy, which was accepted at the time of booking We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 3, [redacted] Street [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 Hyatt Place Lakeland CenterWe understand that you arrived to the hotel to find they were overbookedThough we had been informed of this earlier in the day, and an email was sent to you, no call was made to alert youYou also mention that your hold time was extensive when contacting Hotwire, and the hotel you stayed in that night was not comparable to the Hyatt PlaceAs such, you are seeking a refund for your stay at the Imperial Swan Hotel & Suites in Lakeland, FLWe regret any inconvenience or frustration this situation [redacted] have caused We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer Though you mention in your letter that the Imperial Swan Hotel & Suites was not equivalent to the Hyatt Place, we did confirm that this property is listed as a 3-star on Orbitz, HotelPlanner, Tripadvisor, and Hotels.com; the same star-rating as the Hyatt Place Upon review of your Hotwire account, I see that this reservation was refunded in full on [redacted] 23, Though the refund was processed immediately, it can take one to two business days to post to your accountAs additional compensation for this situation a total of Hotwire HotDollars has been added to your accountEach HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservationYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until [redacted] 23, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent Per our conversation with you on [redacted] 23, 2015, we will also provide a refund for the difference in rates you paid for your stay at the Imperial Swan Hotel & Suites in Lakeland, FLWe received your faxed receipts for a total of $We will process a credit to the Visa card used to book your original reservation in the amount of $Please allow - business days for processing of this credit 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

April 5, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] ,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with Sawgrass Inn & Conference CenterI regret you were unable to use your reservation because of a death in the familyAs such, you requested a refund.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 these situations, we require documentation supporting the claim of a family member's death preventing travelAccording to our records, we have not received any documentationIn order for us to review your situation further, we must receive the proper documentationWe need either a dated obituary that lists the surviving family members along with a document that can confirm the relationship of the guest to the deceased, or a certified copy of the death certificatePlease send the requested documents to [redacted] Once we receive the necessary documentation, it will take 7-business days to review for a possible refundYou will be notified via email regarding the outcome of our reviewWe appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Complaint: [redacted] I am rejecting this response because:Hotwire's response to my complaint is not satisfactoryI paid for a hotel room in downtown Ottawa that would accommodate guests (adults and children), and I did not receive what I paid forHotwire's attempt to relocate us to a different hotel was not satisfactory because (i) the hotel was not in downtown Ottawa - it was in a different city altogether, and (ii) the alternate hotel room would not accommodate the guests in our party (I understand a crib is not guaranteed, but we had no opportunity to find a travel crib for the baby as the relocation was last-minute, and a baby cannot sleep in a queen sized bed)I understand that Hotwire does not guarantee the type of bedBut it does guarantee that the room will accommodate the guests indicated in the reservationThe room we were given with one double bed and very small square footage was, according to the hotel, meant for one guest only and did not accommodate adults and childrenYes, we were offered extra beds, but those extra beds only fit in the room as a last resort, when we had no other choice and we had exhausted all other options (i.e., Hotwire was unable to relocate us to a suitable, alternative accommodation), and we moved furniture out of the roomHaving to move furniture out of the room to accommodate all guests in the party does not seem reasonable to me, and it is not a situation that I paid for when I made the booking Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ June 24, [redacted] Ave W [redacted] RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : Thank you for this opportunity to address your concerns sent through the Revdex.com, regarding your hotel booking with the Dakota Pines Inn, checking in August 19, We understand that you are requesting a refund due to not knowing the name of the hotel and reviews posted onlineWe regret any frustration this [redacted] have caused We apologize that the confirmation email didn't have the name of the hotelWe were able to confirm the name of the hotel and let you know in advance of your check in dateSometimes hotels names changeWhen that occurs it can take a few days for our system to update and reflect the new name We see that you booked one of our great Hot Rate hotelsWe obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierRegardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation At Hotwire, we guarantee customers a clean stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-800-HOTWIRE (XXX-XXXX) for further options Due to the inconvenience of not knowing the name of the hotel at first, we are willing to offer $HotDollarsEach HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteThese HotDollars will be available for use up to one year from the expiration date, or in this case, until June 23, You will also receive an email with more information about the HotDollars Based upon the previous information, we will not honor your request for a refundWe appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with hotwire corporate customer service after my complaint to the Revdex.com was placed, and one thing the agent specifically mentioned is hotwire gets its info regarding hotel reviews off expediaWell here are some highlights of the latest reviews on expedia just recently for the month of June that I looked up just right now: "Facility did not appear well cared for" "Would not recommend, Overall I wish I had stayed elsewhere" "Door to the bathroom couldn't shut - walls are slantedleft over hair in showerDirty towelsbed linens were stained." "Left a lot to be desired" Hotwire considers this a quality reputable hotel and I a customer should be ok with this? What possibly would hotwire see as OK with any of this? Again, I put my faith in hotwire providing me with a quality reputable hotelRegardless of the name of the hotel now, hotwire could not and did not provide me with any name when I bookedIf they don't know where they are sending me, then how can they possibly know if it's a good hotel or notThey tell me, look at the reviews on our expedia site, but those reviews are just as bad as other websites! I don't care about the name, I care about a quality hotel, and in my search for the name of the hotel I was booked at, I found that this hotel is anything but a quality hotel, and I am honestly amazed hotwire would book their paying customers in good faith into a hotel with such a negative theme and reputationPriceline, hotwires competitor booked me a hotel with the same amenities, for the same stay, and for the same price! And the hotel is a far greater and reputable propertyHotwires "hot deal" on the bad hotel they booked me is anything but a "hot deal"But because I tried to work with hotwire on my situation before I had to resort to going to a competitor to ensure my stay would be fine, hotwire says oh sorry, you have to find a competitor's price within hours for us to care The hotwire agent again suggested I have to stay at the hotel then call back with any problemsI asked him then what, then where do I stay, and how can you assure me I'll be able to find another room in Rapid City in August just by walking in? He had no answer, no guarantee, and that's of zero help to meAs a matter of fact, I've read several cases and complaints against hotwire on the Revdex.com website with the exact same issue I'm having, and the customer stays in the hotel against their better judgement, hotwire having ignored their issues, have a terrible experience and then contact hotwire as asked, and there is nowhere else to stay on no moment's noticeAfter they return, hotwire refused to refund their money because they already used the room! I'm sorry, this is not acceptable and no customer should be put through this situation Because hotwire cannot tell me or guarantee what will happen if I ignore all the extraordinary negative reviews, and I stay in the hotel and am not satisfied, which will leave me looking for other accommodations during my stay, and based off the extremely negative reviews from various sites including hotwire's own partner expedia, I am left with no choice but to ask for a refundI do not think it's unreasonable, especially when a customer was willing to work with hotwire to resolve the matterHotwire Dollars will not help me as I don't plan on using hotwire againHotwire Dollars won't change the fact that I put my faith in hotwire to provide a quality hotel and hotwire refuses to deliver on thatHotwire has shown that they will book you in any hotel, ignore negative reviews on their own website, expedia, and when there is a problem simply recite time and time again, sorry, hotwire policyTerrible customer service, especially when this all could have been avoided by working with a customer who was willing to work with you to resolve an issue Final Business Response / [redacted] (4000, 9, 2015/07/05) */ July 5, [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 Dakota Pines InnWe understand that you have read negative reviews online for this property, and would like to cancel your reservation for a refundWe regret any concern this [redacted] have caused At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable Based on the information above, we are not able to honor your request to cancel your reservation for a refundHowever, we do guarantee customers a clean and comfortable stayIf there are concerns on arrival, 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 your satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for additional supportWe are here hours a day, seven days a week to assist you We strive to exceed our customers' expectations, and we regret that your Hotwire experience has been anything less than excellent Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) "But turned off by the cleanliness of the roomI found items from previous guestsNobody came in to clean the room in between days!!!! No extra towels and to take out the garbage would have been nice!" "poop on the blanket a place to sleep for the night only in need of more help they need help (FAST) over all looks nice until you look closely french fry behind chair poop on blanket (one) hair in shower (long) (girls) carpet looks dirty pool room smells bad" The latest verified reviews in July 2015, since my last correspondence about a week ago, of the hotel on hotwire's partner site, expedia, which hotwire told me they base their reviews off ofBoth state how unsanitary and unclean the hotel is, just as all the other reviews in my research have, both on hotwire's expedia website and 3rd party websites What's it going to take for hotwire to ADMIT that this hotel property is not up to any reasonable customer standards!? How many negative reviews? Who would stay there, and why does hotwire continue to think this property is acceptable, when every single review suggests otherwise? I've gone through great lengths researching my options here, reading through countless Revdex.com complaints against hotwire about the same issue; unacceptable unsanitary hotel propertiesMany of the Revdex.com complaints are because hotwire did not and could not do anything about it at the time, they wanted to talk to the hotel first, verify the state of the room, go back and forth as to who is responsible for what, all the while the customer is standing by on their vacation with no other options for lodging, ruining their vacationI refuse to let this happen to me, especially when all information points to it being the case for me as wellThat's why I'm trying to resolve this beforehand I plan a visit, book accommodations through hotwire I am given no information as to where and what hotel hotwire has booked me at Upon doing my own research as to where and what hotel this is, I find that it has a horrible reputation, extremely negative reviews, and no internet website, or yellow pages, local business presence what so ever Contacting hotwire to bring forward my apprehensions about the property and suggesting that I will gladly pay more, to book another property through hotwire to correct the situation, which obviously looks to be a mistake or oversight Going back and forth between hotwire, voicing my complaint through the Revdex.com, and not wanting to be put in the situation of having my stay ruined because the hotel is unacceptable but hotwire refuses to do anything about it, and I only wish avoid the inevitable of contacting hotwire when I get to the hotel because it's unsatisfactory I don't think anything listed about is out of the ordinary and unreasonable If I had booked this hotel myself, saw the countless negative reviews, why would I follow through with staying there? Why should that be any different when putting ones faith and trust in hotwire to provide a decent hotel? I've sadly come to the realization that hotwire truly does not care about their customers, but rather how many hotels they can charge to enter their programQuantity, over quality, all at the expense of the paying customerNothing hotwire has said to me and the hundreds of Revdex.com complaints suggest otherwise If hotwire refuses to make this situation right, that's their prerogative and that's fineThat said, I will be sharing my extremely negative experience and story to everyone and anyoneSocial media, twitter, facebook, hashtags, websites, blogs, and consumer protection advocates both locally and nationallyIf just single person refuses to do business with hotwire and make the same mistake I have, that being putting ones faith in hotwire to deliver a reputable hotel and make a situation right, then I will consider my efforts a success

Initial Business Response / [redacted] (1000, 6, 2015/11/09) */ November 9, [redacted] XXXXX XX Ave [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your reservation with Rodeway Inn BellinghamI understand that you are dissatisfied on the amount of savings you receivedAs such you requested a refund Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire After reviewing your account, I confirmed that we already issued full refund on October 21, which was authorized by the propertyThe refund typically takes 1-business days and is up to your financial institution as to when the funds will be available for use 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, 8, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did write back to advise that I got a refund not because of hotwire but through Hotels.comThis answer is the same answer I got from the agents and I'm tired of repea ting myselfThe point was not addressed which is why I wrote in the first placeThey seem to have standard answer and Hotwire isnt listening to the actual complaintYou can pass [redacted] on to hotwire and cancel my complaint but I will not be using hotwire again and advising others to do the samethank you Revdex.com for your efforts

Initial Business Response / [redacted] (1000, 10, 2016/02/05) */ February 5, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: E-XXXXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on December 27, 2015, Ms [redacted] booked a Hotwire Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a four-night stay at the GR Solaris Cancun & Spa from February 22, 2016, through February 26, We understand from Ms [redacted] 's complaint that she had booked the same package with a difference hotel and decided to change the lodging portion of package after reading unfavorable reviews of the original propertyShe contacted our office to change the hotel and keep the same flights and was advised to cancel the package and rebookRegrettably, after the rebooking, Ms [redacted] noticed the return flight was scheduled for an earlier departure than the originalThis was not satisfactory so she requested that we restore the original return flight Although Ms [redacted] had initially been advised that the requested change would require a fee, on February 5, 2016, we were able to restore the original flight at no additional costWe forwarded an updated copy of Ms [redacted] 's itinerary We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for making this wrong a right!

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ June 11, [redacted] A [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservation at the Ramada Kissimmee Downtown HotelWe understand that when you arrived to the hotel they were overbooked, and you are seeking a full refundWe regret any frustration or inconvenience this [redacted] have caused Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel partners to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer Upon review of your Hotwire account, I see that this reservation was refunded in full on [redacted] 28, As additional compensation for this situation Hotwire HotDollars were added to your accountEach HotDollar is equivalent to one US Dollar and can be used to book any Hot Rate hotel or car rental reservationYour HotDollars will remain available for use up to one year from the expiration date, or in this case, until [redacted] 28, You can use them when booking on the Hotwire site, or by calling to our customer care line and booking with an agent We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 8, 2015/06/07) */ June 7, [redacted] Highway Lot [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with The Westin Atlanta AirportAs stated in your letter, you called in to book your reservation using the HotDollars on your account; however the HotDollars were not applied by the agent you spoke withWe regret any frustration or inconvenience this [redacted] have caused As per our conversation of June 7, 2015, I have deleted the HotDollars from your account, and submitted a request to our Finance Department to process a refund to the card used to book your reservation in the amount of $Your refund will be processed within to business days 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] (2000, 10, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was the right thing to do

April 14, [redacted] *** [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itineraries [redacted] and [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with HertzI understand you are dissatisfied with your recent Hot Rate® car reservation, as you have two bookings for the same datesAs such, you are requesting a full refund and a car reservation for free After careful review, I confirmed your [redacted] l booking that was reserved in your end was made on January 16, under [redacted] Then on March 1, 2016, you contacted our Customer Care Department and booked a car reservation for the same datesWe reviewed the call you had with the Travel Specialist who assisted you and we found no error was made, as a possibility of having an existing reservation was never mentioned in the conversation 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 and for this reason are unable to refund Hot Rate reservations On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the “Book Now” button or by authorizing the Travel Specialist to complete the booking you are accepting the Terms of Use Based on the information above, I am unable to honor your request for refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ We understand that a customer has written to the BBB and CarRentals.com in order to have a rate honored that he saw on CarRentals.com but was unable to book due to a technical issue. We have offered to reimburse the customer for the... additional costs upon completion of the rental. We make every effort to ensure the rates provided on the website are accurate. We regret and apologize for the technical issue. We are sorry that his booking experience was anything less than stellar. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: This is still a classic bait-n-switch saleThey should have revealed the ratings of this hotel and any other hotel they advertised as a star rating or above/below prior to customers bookingThey could have reveled this information without reveling the hotel in order for the consumer to make an informed decisionThis was advertised as a star hotel like [redacted] I was mislead and I bet I'm not the only one who disagrees with the way they "Hide" the exact hotels until after you bookI was mislead completely and I want this complaint notedWhat a terrible practice and I will go on social media to let people know thisThank you.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ August 13, [redacted] Lane [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Car booking with Hertz at the Tampa International AirportSpecifically, you state that due to a work schedule conflict you will no longer need this reservationAs such, you are requesting that we provide you with a refund or credit between 85% and 100% of your total reservationWe 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 that we are able to procure such low rates for you is by guaranteeing our car partners that once a reservation is made it will be used as booked with no modificationsThis is why when making a reservation we state in our Terms of Use that "This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." Based on the information above we will not provide you with compensation for this bookingWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) the "low" rental rates they were quoting were not the lowest available at the airport and the others had "conventional "termsI choose to stay the course w/ Hotwire because of my perceived comfort level in my dealing w/ them several times in the past ; didn't take the time to literally digest all the fine print , assuming an equitable resolution to any conflict could be reached the terms of this rental agreement are seemingly structured to intentionally cause the user to lose outAgain, the vehicle rented was not taken out of service for the week and double dipping still seems illegal a one day penalty charge is acceptable;to be penalized the entire day rental is not Final Business Response / [redacted] (4000, 9, 2015/08/18) */ August 18, [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 Hertz car rentals in Tampa, Florida on August 9, We understand that you were required to cancel your trip due to work commitmentsAs such you are a refund for these chargesWe regret any frustration this situation [redacted] have caused At Hotwire, we obtain our great low Hot Rates(r) in exchange for guaranteeing our partners the reservations we book will be used as originally soldHotwire prepays for this reservation at the time of bookingOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notHotwire explains at the time of booking that all bookings are final with no refunds, changes or transfersWe ask you to confirm you have read and understand this in order to complete the bookingA review of this reservation indicates the Terms of Use box was selected indicating these conditions were agreed upon at the time of booking In consideration of the above information, we are not able to honor your request for a refund We understand our bookings are not for everyoneWe find our business model works well for our company, as well as our customers who are flexible with their travel plans, and understand these are final bookings Hotwire appreciates your business and looks 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, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) there is no resolution offered and your "Hot Rates" are not the amazing deals you want to use as your defense the fact that HotWire is not willing to offer any reconciliation to myself or my company when they undoubtedly have numerous options they could exerciseA discount / upgrade / free weekend day or something should be offered I find HotWire's position as very "canned" and further exemplifies their core lack of commitment to customer satisfaction

May 27, [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 at the Clarion Hotel RichmondI understand you indicated this was booked by a minor and would like to refund the reservation At Hotwire, we strive for clarity on our Web siteWe have tailored our booking path to be informative every step of the way and relatively easy to useFirst our customers are presented with their booking details and various policies regarding their hotel reservationNext, customers are required to enter the primary guest’s name and billing informationFinally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the bookingIf any of these steps are omitted, the booking cannot be completed In your situation, we honored an exception to refund your reservation with a proof of documentationWe requested a copy of the minor’s birth certificate and the parent’s/guadrian’s driver’s licenseHowever, the documentation we received was different to what we requested Regardless, we decided to still honor your refundPlease be advised that this is a one-time exception as all Hot Rate® bookings are non-refundable You refund process takes one to two business days for Hotwire to process and the time it will be posted back to your account depends on your bank’s policy We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: From the CONSUMER: Sent 11/15/12:08:PM Read by [redacted] on 11/15/5:54:PM Complaint: [redacted] I am rejecting this response because: as per the instructions of HotWire's respondent, I am providing additional information Name of guest: [redacted] Email: [redacted] Sincerely, [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ July 16, [redacted] Lane [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 Greenwood Suites in Anaheim, CaliforniaWe understand that you are dissatisfied with the level of savings on this reservationYou also state you found a lower rate on the hotel site, and that this is a lower-rated hotelAs such you are seeking a full refundWe regret any concern or frustration this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedWe strive for clarity during the booking process, and to ensure this we provide the following disclosure at the bottom of our site: "Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees." This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention We attempted to find the lower rate as your letter stated, and were unable to access the hotel siteAs the lower rate was found within hours of booking, per our Low Price Guarantee, we would refund you the difference in ratesIf you were able to capture a screenshot of the lower rate you found, we invite you to print and fax this to X-XXX-XXX-XXXXWe will be happy to review for a possible refund of the difference in ratesThe screenshot should include the name of the hotel, dates of stay, number of rooms and number of guestsPlease include your name and itinerary on any fax, to insure we are able to identify the correct reservation With regard to the reviews you have found about the Greenwood Suites, our hotel partners assure us they will provide you with a clean and safe roomIf there are concerns with the hotel on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needs At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations