Hotwire

Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ August 4, [redacted] XXXXX [redacted] Court [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with Enterprise in Philadelphia, Pennsylvania on July 23, We understand that you returned the vehicle early, and are requesting a partial refund for this reservationWe regret any frustration this situation [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 supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditions When you contacted our customer care department on July 23, 2015, you indicated that your sister was ill, and you needed to assist with her careBecause Hotwire does understand that sometimes things happen that are out of your controlIf you would like to provide the requested documentation of this medical emergency, we can review your situation to make a possible exception for this agreement Hotwire appreciates your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT EXCEPT THISI NEVER NEVER PICKED UP OR DROPPED OFF WITH ENTERPRISE'S VEHICLEMY FAMILY PICKED ME UP DUE TO MY SISTERS EMERGENCYI AM NOT AT LIBERTY TO SAY OR PROVE WHAT OCCURRED WITH MY SISTERI DID SEND THIS SAME LETTER TO THIS COMPANYI WAS TOLD BY ENTERPRISE THAT HOTWIRE IS VERY DIFFICULT AND RUDE Final Business Response / [redacted] (4000, 10, 2015/08/18) */ August 18, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Enterprise car rental on July 23, in Philadelphia, PennsylvaniaWe understand that your sister became ill, and you did not use your reservationAs such you are asking for a refund for this car rentalWe regret any frustration this situation [redacted] have caused As previously stated, per the Hotwire Terms of Use, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions Hotwire is committed to getting you the best deals possibleBecause of the extremely low rates offered by our car partners, refunds, exchanges, transfers or changes are not typically availableIf you sister was ill, and that impeded your travel needs, we can make consideration for your situationOur partners require very specific documents in order to make an exception to the cancellation and refund policiesWe understand that these documents [redacted] be difficult to procure and apologize for any inconvenience, but it would be the only way to have any refund for your car rental In consideration of the information above, we are not able at this time to honor your request to refund any portion of this reservation We remain confident our business model is meeting the needs of our customers, and our company's goalsIf 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, 12, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) THIS IS TOO BAD I WILL NEVER DO BUSINESS WITH HOTWIRE AGAIN

November 28, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Days Inn [redacted] *I understand you are dissatisfied because of the quality of the hotelAs such, you are requesting a store credit 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 help Upon review, I contacted the hotel and spoke to [redacted] , they said that there were no complaints that was addressed to them at the time of your stayIn addition, we did not receive any contact during your stayBecause of that, we did not have the opportunity to remedy the situation Based on that information, we are unable to honor your compensation requestFor the experience, we applied HotDollars to your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® hotels, or any Hot Rate® car bookings, 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 Business Response / [redacted] (1000, 5, 2015/09/17) */ September 17, 2015 [redacted] Way [redacted] XXXXX Re: BBB Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr. [redacted] , Thank you for the opportunity to address your concerns as sent through the Better... Business Bureau, regarding your reservation with Alamo, originally scheduled for pick-up at the Orlando International Airport (MCO) on August 25, 2015. We understand that you were unable to use the reservation for medical reasons, and as such you are seeking a full refund. We regret any frustration this issue [redacted] have caused. We have received the documents requested to support your medical claim, and they were determined to be valid. A full refund of $169.17 was processed to the card that was used to book the reservation on September 17, 2015. Please allow one to two business days for the funds to transfer to your financial institution. Please contact your financial institution as to when these funds will appear on your statement. We appreciate your business and hope we have the opportunity to assist you with your travel needs in the near future. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the refund and am satisfied with Hotwire's handling of this matter.

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ December 14, 2015 [redacted] XXXXX [redacted] Drive [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire and the Better Business... Bureau regarding your hotel reservation in Radisson Blu Hotel Paris Champs Elysees. I understand you are dissatisfied with your hotel reservation, as you were requesting to cancel your booking because of the recent Paris situation. On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and Hotels. For Hotels, details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hot Rate(r) Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms. After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/01) */ August 1, [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Comfort Inn & Suites, Airdrie, ABWe 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 business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to book in Canadian dollars online but your site was having problems so I called an agentPlease listen to the recordingThe hotel itself received the Canadian dollars chargedSo Hotwire is pocketing the extra almost $I really don't care about the money now but ia mistake was madePlease fix itYou all are giving me the same answerThe price I booked was off the website in Canadian funds Final Business Response / [redacted] (4000, 9, 2015/08/08) */ August 8, [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 Comfort Inn & Suites, Airdrie, ABWe 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 USDAfter reviewing your booking and the Itinerary page that shows the currency type that the credit card was charged in, we have determined that your card was in fact charged in USD so any additional charges would have been processed by the issuing bank as conversion fees 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 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, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it unbelievable that Hotwire continues to answer the same wayI tried to order online in Canadian dollars!!! Your site was glitchingPlease check the recording of the phone callBecause the site was glitching I called a helpful agentNo mention was made of changing my reservation into USDI have recommended your company to many of my family and friendsThis is only about less than $I don't need the money but it is wrong that your company will not admit it's mistake and fix what was a simple problemWhy would I book a hotel through Hotwire for more than it was walking up to the door? I am not going to go awayIf you fail to resolve this issue I will use Social Media to honestly outlay my issues with your company using the receipts and emails I have

Initial Business Response / [redacted] (1000, 5, 2015/08/01) */ August 1, 2015 [redacted] XXXXX Re: BBB Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr. [redacted] , Thank you for the opportunity to address your concerns as sent through the Better... Business Bureau, regarding your booking with the Dollar car rental. We understand that you were expecting to pick up the car at the Kona Airport, but the car was reserved at a different location. As such you are seeing reimbursement for your alternate rental. We regret any frustration this situation this situation [redacted] have caused. With Hotwire there are two different types of rental car rates, prepaid and standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided. Because Hotwire strives to find the best rate available at the time of booking, we offer both airport and local pick up locations for your consideration. We provide the address for the location prior to booking, and recap the information on your email confirmation. In order to secure our low rates, our agreement with our car rental agency partners is reservations will be used as booked. For this reason, reservations cannot be changed or transferred. The reservation you booked is not prepaid and so, while no changes can be made to the reservation details, it [redacted] be cancelled without penalty. You can then book for your preferred details. In consideration of the above, we are not able to honor your request for any compensation for this reservation. We appreciate your business and look forward to assisting you with your future travels. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did not provide the requested compensation. I am done with Hotwire. I will never use them again. I will also continue to warn others about them. Final Business Response / [redacted] (4000, 9, 2015/08/09) */ August 9, 2015 [redacted] XXXXX RE: BBB Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr. [redacted] : Thank you for the additional opportunity to address your concerns, as sent through the RevDex.com, regarding your car reservation with Dollar for July 9, 2015. We understand that you are seeking reimbursement due to expecting your car rental to be at Kona Airport, though the car was reserved at an off-airport location. We regret any frustrations this [redacted] have caused. As previously mentioned, Hotwire offers two different types of rental car rates, one is prepaid and the other is standard. The reservation you made was the latter; this type of booking provides you with a guaranteed daily rate, an estimate of the taxes and fees, and the estimated total, to be paid to the agency at the counter. As there can be additional add-ons and services that car agencies offer at the time of pick up, opting to include these extras can alter the original estimated total that Hotwire provided. Because Hotwire strives to find the best rate available at the time of booking, we offer both airport and local pick up locations for your consideration. We provide the address for the location prior to booking, and recap the information on your email confirmation. In order to secure our low rates, our agreement with our car rental agency partners is reservations will be used as booked. For this reason, reservations cannot be changed or transferred. The reservation you booked is not prepaid and so, while no changes can be made to the reservation details, it [redacted] have been cancelled without penalty. You can then book for your preferred details. Based upon the information mentioned above, our answer remains the same and we will not be honoring your request for reimbursement. We regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future. Best Regards, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no proposed resolution.

Initial Business Response / [redacted] (1000, 5, 2015/08/02) */ August 2, 2015 [redacted] XXXXX RE: BBB Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Ms. ***: We are writing in response to your correspondence... with Hotwire and the RevDex.com regarding your Hot Rate Hotel booking at the La Quinta Inn & Suites Warwick Providence Airport. Specifically, you are stating that you need a refund due to a family members medical emergency; as such, you are requesting Hotwire provide you with a full refund totaling $194.00. We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns. At Hotwire, one of the ways we obtain our deeply discounted Hot Rates is by guaranteeing our partners that reservations will be used as booked. It is for this reason that Hot Rate reservations are booked as non-refundable and non-changeable. However, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances. When you contacted Hotwire to request the cancellation and refund of this reservation, you were informed that we have procedures in place in the event of a medical emergency. Documentation on medical letterhead, signed by a doctor must be faxed to us at (XXX) XXX-XXXX stating that the dates of hospitalization overlaps with your dates of travel or that your traveling will cause the condition to worsen, we also request that you include your itinerary number so our research team knows what account and reservation this is for. Once we receive this documentation our research team will determine if you qualify for a refund. Based on the information above we will not refund this reservation until valid documentation is received. 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 Business Response / [redacted] (1000, 6, 2015/10/19) */ [redacted] In response to Revdex.com Case number XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear [redacted] , This letter is in response the case that you have opened against Hotwire through the Revdex.com last September 30,2015.I understand you are asking for additional credits from your hotel reservation with the La Quinta Inn & Suites Brunswick in Georgia on September 4, 2015, Hotwire itinerary XXXXXXXXXX We can see that you refused to be rebooked to another hotel reservation as the main cause of not receiving the $Hot dollar credits that were promised to you, hence this was withdrawn from your account We also called the hotel on your behalf and was informed you used the hotel reservation in full and you stayed for three nights We regret to inform you that we cannot apply the Hot dollar Credit of as this was specifically for the rebooking processAs this was not completed and you utilized the reservation, this offer is no longer valid We appreciate your business and regret your Hotwire experience was anything less than exceptional Sincerely, [redacted] Customer Care Hotwire Corporate

March 4, [redacted] Re: Case Number [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding searching for a reservation on our site I understand you are dissatisfied with an email you received from HotwireYou received an e-mail promoting a rate of 10% discount once you bookedUpon going to the Web site, you were unable to apply this rate for the location and dates you were looking to book forAs such, you feel mislead and are requesting Hotwire to honor the promoted discount With any promotional e-mail, we include a disclosure at the bottom of the pageFor example; at the bottom of the home page for Hotwire.com, the disclosure currently reads as follows: Air/Hotel savings and car rental rates are based on actual Hotwire Hot Rate bookings made in the past monthSavings are based on lowest published rates found on leading retail sitesPrices are dynamic and vary based on date of booking, length of itinerary, and type of product bookedThere is no guarantee that these savings or rates will be in effect at the time of your searchAvailability is limitedCar rental rate excludes taxes and fees We remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to our Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect Based on the above information, I am unable to honor this promotional discount if it is unavailable at the time of your search We appreciate your business and regret your Hotwire experience was anything less than exceptional Sincerely, [redacted] Customer Care Relations Hotwire Corporate OfficeTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ [redacted] S [redacted] Street [redacted] XXXXX Re: BBB 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 New York's Hotel Pennsylvania. We understand that you were unhappy with your stay, as the room did not meet your expectations for a Manhattan 2.5-star hotel. As such you are seeking a full refund for your stay. We regret any discomfort or concern this [redacted] have caused. Regardless of star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. Our records show that you contacted Hotwire with your concerns on the day of check-in, June 13, 2015. We contacted the hotel on your behalf and the agreed to move you to a new room, which you accepted. You contacted us on June 14, 2015, seeking a full refund for your stay, as the second room assigned to you had a leaky faucet, stained carpet, mildew on the air conditioning unit and the beds were not made. As no opportunity was provided at the time you were assigned the second room, our options to assist you are limited. We have added 25 HotDollars to your account as compensation for this issue. Each HotDollar is equivalent to one US dollar, and can be used toward any Hot Rate booking on the Hotwire site. These HotDollars will be available for use up to one year from the expiration date, or in this case, until June 23, 2016. You will also receive an email with more information about the HotDollars. As the reservation was used, and payment made to the hotel, we are not able to honor your request for a refund of this reservation. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellent. If you have any questions or concerns at any time, please feel free to contact our 24 hour customer care at 866-HOTWIRE (XXX-XXXX). Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms. [redacted] stated in her letter, "As no opportunity was provided at the time you were assigned the second room, our options to assist you are limited." The reason I could not dispute the second room was because I was late for a wedding. I was late for the wedding because I had to wait AN HOUR AND A HALF in the lobby for my room. I had to wait an hour and a half in the lobby because HOTWIRE DID NOT SEND THE HOTEL PENNSYLVANIA MY RESERVATION. I had to call Hotwire 2 separate times to have them fax the reservation so that I could actually get into a room. The Hotel Pennsylvania could not give me a room until they received the reservation confirmation from Hotwire. It look Hotwire an hour and a half to respond to the reservation confirmation request. Upon arriving in the second room, I did not have time to call and dispute it, again. I had to leave. I did not return to the room until after midnight when I saw the beds were still unmade, and the faucet was actively leaking very loudly. I just wanted to go to sleep, and wake up and get out of that hotel as soon as possible. Ms. [redacted] also stated that "Regardless of star rating, we guarantee customers a clean and comfortable stay." This guarantee was not met. Hotwire did not do their job. At this point, there should not even be a dispute. I should be awarded a refund because, again, Hotwire did not do their job. After my stay, I also experienced the worst possible customer service from a manager named ***. [redacted] was rude, talked over me, interrupted me, refused to answer my questions, was incompetent about the questions he should have been able to answer, and almost hung up on me (without listening to me or letting me speak, [redacted] continued to talk over me and ended his statement with a very rude 'have a nice day.') I had to tell ***, "do not hang up on me." Ms. [redacted] says "Hotwire takes customer feedback very seriously...we strive to exceed our customers' expectations." My feedback was NOT taken seriously by ***. My complaints and concerns about mold and mildew in the rooms were not taken seriously and questioned by ***. For these reasons, I am not satisfied with the 25 HotDollars solution Hotwire has offered. I will never use Hotwire again and these HotDollars mean nothing to me. I will reach a middle ground (as suggested by BBB) and request a refund for 70% of the amount of the room for $100. I look forward to hearing back from you soon. Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/07/06) */ July 6, 2015 [redacted] XXXXX RE: BBB Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mrs. [redacted] : We are writing in response to your additional correspondence with Hotwire and the RevDex.com regarding your reservation at the New York's Hotel Pennsylvania. Specifically you are stating that the second room you received was in disrepair. As such, you are requesting that we provide you with compensation totaling $100.00. We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns. You state that the hotel moved you to a new room when you expressed concerns regarding the cleanliness and state of repair of the original room received. After checking into the second room no concerns were brought to our attention until after your reservation was completed. Due to the concerns expressed after the reservation was completed we have reached out to the hotel to see if any of them were brought to their attention. The front desk agent looked into your account and has advised us that no complaints over the second room were received. As no complaints were brought to the hotels attention, and the reservation was used, we chose to provide you with compensation in the form of 25 Hot Dollars. These Hot Dollars can be used for any Hot Rate Hotel or Hot Rate Car booked on the Hotwire.com website and will expire on June 22, 2016. Due to our previous correspondence and the information provided above we will not be providing you with any additional compensation. We 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

August 10, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hotwire hotel bookingI understand you are dissatisfied for the booking that was cancelled without your noticeAs such you requested a refund In review of your account, I confirmed that your transaction was cancelled and refunded by our Risk ManagementHotwire has determined that its decision to cancel your booking warranted because it could not be verified at that timeUnfortunately, that transaction fell outside of our acceptable risk threshold The account utilized to book the reservation was refunded and will not be charged Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire’s Terms of UseIn the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason." Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ July 15, [redacted] [redacted] Drive [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding unsubscribing from our marketing emailsWe understand that you no longer wish to receive marketing emails from Hotwire, and have had difficulty unsubscribingWe regret any frustration or inconvenience this [redacted] have caused We were able to confirm that the email [redacted] @pobox.com has been taken off the subscriber email list per your request Please feel free to log into your account to verify the radial button does not have a check mark in itIf it does or you continue to receive emails from us please call customer service at 1-866-HOTWIRE (XXX-XXXX) so they can file a request to further look into this issue Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) As a computer expert, I did not experience any challenges Unsubscribing from the Hot Wire systemThe problem is that the Unsubscribing procedure did not workI believe this is purposeful in order to continue sending me unsolicited e-mailsI appreciate that Customer Relations weighed in to make the final determination that I have been removed

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16, [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 reservation with Motel Le MarquisI understand you are dissatisfied with your recent hotel booking because the hotel did not have a non-smoking room available at time of your check-inAs such, you requested a refund At Hotwire, we guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search resultsIf the hotel doesn't have the "smoke free" amenity, customers can call the hotel after booking to request a non-smoking roomThe hotel [redacted] or [redacted] not be able to accommodate the request, as their ability to do so is based on availabilityAfter reviewing your reservation, I confirmed the "smoke free" amenity was not listed for this property When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each propertyCustomers are able to choose the place they want to stay based on amenities that best suit their needsHotwire takes pride in providing our customers with a functional site with multiple features to help choose a hotel best for themTherefore, we provide a feature during the booking path allowing customers to filter their search results by amenityFor example; if a customer checks the box provided for "smoke free rooms", our site will then refresh displaying only properties including our "smoke free" amenity As per our conversation today, I processed a full refund as an exception to our non-refundable and non-cancellable reservationRefunds typically takes 1-business days 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 hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/05/21) */ [redacted] 21, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the RevDex.com concerning your reservation with the Best Western Plus Fredericksburg, TXWe understand that you were unable to use this reservation for medical reasons, you are asking Hotwire to waive the paperwork requirements, and provide you with a full refundWe regret any concern or inconvenience this situation [redacted] have caused At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners payment, and that the reservations will be used as bookedIt is for this reason that Hot Rate reservations are booked as non-refundable and non-changeableHowever, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances When you contacted Hotwire to request the cancellation and refund of this reservation, you were informed that we do have procedure in place in the event of a medical emergencyThe reservation is put into a status that we call "pending review," the reservation is cancelled with the hotel, and the refund is on hold "pending review" of documentation to support the reason for cancellationThe agent obtained your permission put the reservation into the aforementioned status, and an email was generated informing you of the documents needed and where to send them; this was sent to the email address that is associated with your Hotwire account The documents we have received thus far did not meet the requirements in order to provide you with a refundShould you wish to submit additional documents, we will be happy to revisit this issue, and review for a possible refund 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, 12, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Hotwire, I understand you have strict protocol guidelines by which you have to abideSeeing as I have tried to give you the proper documentation and the Dr./Hospital says hat is all the information they can give with an Emergency AppendectomyI do not see how you can not give me a full refundFurthermore if you would call [redacted] and speak to her she could confirm thatI don't see how you can just look at a piece of documentation from a Hospital and not see that it is credibleI sincerely wish you would reconsider this request Final Business Response / [redacted] (4000, 15, 2015/06/04) */ June 4, [redacted] XXXXX RE: Revdex.com Case # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Mrs***: We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate hotel booking at the Best Western Plus Fredericksburg, TXSpecifically you are asking for us to give you a refund totaling $because your friend was in the hospitalWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns As you know we typically do not allow any kind of change, exchange, or cancellation on our Hot Rate bookingsWe are able to get you amazing rates because we guarantee our partners that the reservations will be used as bookedHowever we do understand that sometimes events that are out of your hands do occur, because of this we did offer to refund your reservation after we received valid documentationYou agreed to provide the requested documentation with dates, signature, and your relation to the person that was hospitalized; discharge papers do not contain the required information Based upon the information above and our previous correspondence we are unable to honor your request for a refund with the information that has been providedIf you are able to find or acquire the requested documentation please fax it to XXX XXX XXXXWe 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

April 5, [redacted] **Astoria, NY 11106In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***,I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hotwire accountI understand you are dissatisfied with the way your issue was handled.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 incidentsAs previously mentioned, any future booking attempts on Hotwire [redacted] will be blocked by Risk ManagementAll further contacts regarding the deactivation of this account must be addressed by Risk Management at [redacted] We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards, [redacted] ***Customer Care RelationsHotwire Corporate Office

April 24, [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Las Vegas, Nevada I understand you’re dissatisfied with the handling of your recent Hot Rate hotel reservationDue to a change in travel plans you needed to cancel this reservationYou contacted Hotwire Customer Care and were told a change is not possibleAs such, you feel our non-refundable policy is unfair and are requesting a full refund On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard RatesFor standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a feeOur hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundableThese restrictions enable our partners to better manage their unsold rooms After reviewing your reservation, I confirmed you booked a Hot Rate hotelWe obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally 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 On the final page of the HotRate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions Based on the information provided above, my decision remains the same; I am unable to honor your refund requestIn addition, this concern is already been addressed with you through a phone callThis is our final message regarding this matter Our goal is to exceed your expectations; we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Sincerely, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: Hotwire didn't charge my card for the transaction Alaska Airlines did and what they are selling as travel protection insurance is paramount to fraud since they are selling insurance on a product they didn't sell to me or charge me forI want a gift card from Alaska Airlines for $I'm never using Hotwire again, they have deceptive marketing and business practicesI didn't purchase airline ticket from hotwire, but they just stated I didIn order for that to be true, hotwire would have charged my cardOregon's Unlawful Business and Trade Practices Act, prohibits such conduct as misleading and falsely advertising products and services to consumersHave Alaska Airlines refund my card or issue me a Gift Card for $ASAP Sincerely, [redacted] **

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ June 23, [redacted] Drive [redacted] XXXXX RE: Revdex.com Case number: XXXXXXXX Itinerary Number: XXXXXXXXXX & XXXXXXXXXX Dear Mr [redacted] : Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your car bookings with Sixt picking up July 14, We understand that you are requesting to cancel one or both of these car bookings due to no authorizing either bookingWe regret any frustration this [redacted] have caused We obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agencyRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations After reviewing your reservation, we see the type of rental you booked is a Hotwire HotRateThese types of rentals are deeply discounted, and as such, are booked as final and non-refundableThe Hotwire booking process is a long and relatively complex one, requiring customers to enter the primary driver's name and billing informationNext, 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 Once a booking has been completed, we send out an email confirming the booking details to the email address on the accountAs the first booking had been completed on June 14, you would have received an email confirming that booking Based upon the previous information, we will not be honoring 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.) While I certainly understand their "corporate policy" and that it sounds like they have procedures in place to try and prevent problems, clearly they are not foolproofI have no acknowledge of any email sent for the first booking but did receive an email for the second booking which is why I IMMEDIATELY called and logged onto my hotwire account and was STUNNED to see TWO bookings for the same time periodWhat proof can you provide that I made these reservations? I NEVER Authorized anything and wonder where you have HIDDEN the exploitation that once this fair is booked its NONREFUNDABLE? As far as I knew, I was only getting a quoteI am not sure if there was a GLITCH that day on your APP (first quote reservation) where it went through, but again, I never authorized thisBottom line I have a need for a single car rental that week for my familyI do not have a need for TWO care rentals that weekTo me, it sounds like all you care about is keeping the moneyIF that is case then at least offer an UPGRADE or something for my almost $I have spoken to SIXT and they are more than happy to accommodate this (they see the value in being able to rent out a second car and realize it will be a net profit)I don't understand your hardline stance on this and why you wouldn't at least cancel of these duplicate reservations that AGAIN WERE NEVER AUTHORIZEDMy Credit Card company has both of these transactions in dispute and listed as FraudI am protected by them with a purchase guarantee so if all you really want is money (instead of doing the right thing by the customer), then I encourage you to find a solution hereIn my opinion, you are not acting like a company that cares about its customers and the minimal cost of doing the right thing here should outweigh the NEGATIVE press, reviews and other social media problems Final Business Response / [redacted] (4000, 9, 2015/07/05) */ July 5, [redacted] RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Numbers: XXXXXXXXXX and XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Car bookings at the McCarran International AirportSpecifically you are stating that you did not make these reservations, that you were not advised that they were nonrefundable, and that Sixt offered you a refund; as such you are requesting a refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns As stated in previous correspondence, our records indicate that these Hot Rate Car reservations were not made by an agentThe Hotwire booking process is set up in such a way as to make our policy as clear as possibleIt requires customers to enter the primary driver's name and billing information as well as acknowledge they have read, understand, and accept the Hotwire Terms of Use prior to finalizing the bookingIf any of these steps are omitted, the booking cannot be completed Hotwire bookings require that customers agree to our Terms of Use before they are able to be finalizedThe first bullet point states 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." You agreed to these Terms of Use when making both reservations You stated that Sixt offered you a refund of one or both of your reservations; as such we have reached out to them to verify the offerSixt has stated that they do not offer any refunds to customers that book using a third party and that the most they would have advised is for you to reach out to the company you made the reservation through Based upon the information above and our previous correspondence we will not honor your request for a refundWe regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Final Consumer Response / [redacted] (4200, 11, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, you are misrepresenting the facts to justify your policyI ADVISED Sixt of the fraud and alerted them that I did not make or authorize these reservationsThey directed me back to Hotwire to resolve the problemBottom line I didnt knowing make or authorize final reservations (seriously why would I book two car rentals for the same week come one now)Fortunately my credit card company recognizes this as fraud and that my intention was never to book any reservationI certainly understand your corporate policy and your position but trust me,I will NEVER use Hotwire for anything and I will make sure every person I speak to understands the greed, and poor business practicesYou should be ashamed of yourself, taking advantage of a family of who struggles every day to have ends meetI seriously dont understand how you can sleep at night

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ September 3, [redacted] Road [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking Red Roof Inn Ardmore on August 26, in Ardmore, OklahomaWe understand that your original room assignment did not have security locks, and you paid to be moved to another roomYou are seeking a refund for this reservationWe regret any inconvenience this situation [redacted] have caused We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working orderAs this hotel stay is complete, our options to work with the hotel to resolve this situation are limitedHotwire appreciates your feedback regarding your recent experience Hotwire has reached out to the Red Roof Inn Ardmore and confirmed there was no security lock in the initial roomYour refund has been approved in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we [redacted] work with our hotel partner to resolve the issueWe are available hours a day, seven days a week for all your travel needs; we hope to have the opportunity to better serve your travel needs in the near future 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 XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/08/02) */ August 2, [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 car rental reservation with Enterprise, scheduled for piat the Philadelphia International Airport (PHL) on June 17, We understand that you went to the address listed on your booking confirmation, and Enterprise was not at that addressYou went to the next closest Enterprise location as recommended by the taxi driver you had retained and picked up a vehicle thereYou were then billed anew by Enterprise, and as such, you are requesting your Hotwire reservation be refundedWe regret any inconvenience this [redacted] have caused After additional research, we have confirmed that the address you were provided was incorrect for the rental agencyAs such, we have processed a refund to the Visa card used to book the reservation in the amount of $on August 2, Please allow up to three business days for the bank transfer of fundsIf there are any concerns about when it will appear on your statement, please contact you card issuer We regret the frustration this situation [redacted] have caused and appreciate that you took time to express your concerns, as it alerted us to the fact that the agency information was incorrectly listedCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Hotwire's response and have confirmed that they refunded me the correct amountI very much appreciate your assistance, Revdex.com and [redacted] @ Hotwire (but especially Revdex.com, as Hotwire previously refused the refund)Thank you!