Hotwire

May 23, Crystal L Brooks Galleria Club Lane Apt [redacted] , NC [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] Express Inn AthensI understand you are dissatisfied from not receiving any response from Hotwire after sending the documents we requested Our records indicate you booked a Hotwire Hot Rate® hotel reservationIn Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completedThrough this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as bookedAs such, Hot Rate® reservations are non-cancellable and non-refundable Nevertheless, we do understand some events are beyond the customer’s control and allow refunds under extenuating circumstances but we do require specific documentation I understand you indicated that you already sent the documentation we requestedHowever, according to our records, no documents have been received Moving forward, in order for us to review your situation further, kindly send the proper documentationOnce again, we 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 received, 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 experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ January 5, 2016 [redacted] . [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better... Business Bureau regarding your HotRate(r) car reservation. I understand you are dissatisfied with your recent car booking, as your request to change the dates of your reservation and claim for our Low Price Guarantee were not honored. As such, you are requesting a full refund. Upon reviewing your account, I learned that you made a booking on December 9, 2015 for pick up on December 26, 2015 at 2:30 PM and drop-off on January 4, 2016 at 12:00 PM. Upon finding out that the reservation was in the wrong pick-up date you called our Customer Care Department on December 20, 2015. We strive for clarity on our Web site. Because customers are charged for HotRate(r) reservation at the time of booking and are typically non-refundable, we are sure to point out booking details such as pick-up and drop-off locations, dates and times on our Trip Summary. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Additionally, our customers can view their confirmation directly on our site utilizing the "My Account" link; located at the top of every page. An email confirmation is also automatically sent to the customer's email address on file. 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. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. For our Low Price Guarantee, as we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on car rentals. Within 24 hours of booking, if you find a lower rate on another website for an identical booking, we will pay you the difference between the rates. However, as the rate you found was on Hotwire.com and outside the 24 hour window, you are not eligible for the Low Price Guarantee. Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire States: "Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund." This is not the case. Hertz was not able to provide me with the size car I needed (standard) and only had smaller vehicles. I did not accept the reservation and had to go elsewhere to get the size car I needed to accommodate my party traveling needs. I could not fit all the passengers [redacted] their luggage into the car Hertz had. Hertz told me I had 24 hours from original booking date (which was 12/26) to pick up the car I requested (standard size)., I told them that Hotwire said it was 48 hrs and Hertz would hold the car for that period. Hertz said that was not correct. They offered me a smaller car which I could not accept. Therefore, I did not use the reservation and request a refund in full. Final Business Response / [redacted] (4000, 9, 2016/01/27) */ January 27, 2016 [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the RevDex.com regarding your hotel reservation with Hertz Rental Car. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy because the car type you requested was not available upon pick-up. We apologize for the inconvenience this has caused you. As stated in your letter, the car was picked-up beyond the 24-hour holding period, which was the agreement made with the booking. If a cancellation or schedule change by the airlines prevents you from picking up your car within 24 hours of your scheduled pick up time, you will be able to cancel your reservation upon verification of the changes. This information is also provided in the confirmation email we sent after completing the reservation. Prior to completing this booking, you have read, understood and accepted the Terms of Use which states that all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Based on the information above, our decision to not honor your refund remains final. We appreciate your business and regret your Hotwire booking experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that the reservation at Hertz would be available for 48 hours not 24. The 24 hour holding period you state is not what I was told on the phone.The car type I requested was not held and therefore I had to go to Thrifty to rent a car. By the way, I used Hotwire to rent from thrifty so at least this consideration should be taken.If Hotwire chooses not to honer this complaint I will no longer recommend nor use Hotwire for my reservations in the future.

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ July 30, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Clarion Hotel San Angelo on September 6, in San Angelo, TexasWe understand that you believe this hotel has a star rating of instead of the as advertised on Hotwire.comAs such you are seeking a cancellation and refundWe regret any inconvenience this situation [redacted] have caused As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, Clarion Inn San Angelo is listed as a 3-star hotel on Hotwire We have checked other well-known travel sites, and found the 3-star rating for this hotel to be fairThe Clarion Inn San Angelo is listed as a 3-star property on Expedia and Trip Advisor, as well as the Choice Hotels corporate website At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvementsCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable Based on the above information, we are not able to honor your request for a refund We appreciate your business and hope to assist you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable because as the consumer I am not looking at what other sites Have as star ratings I am looking at what Hotwire shows on their star rating description and hotel icons and the fact that in this instance they failed to updated their star ratings and when I as a consumer am making the choice between which hot rate level I am willing to pay this is deceitful like a bait and switch scheme and I as the consumer should have the right to get my money backI think they have a responsibility to have to keep their website star rating charts up to date just like Walmart or any other store if the price or item depicted to the consumer is incorrect they honor that price or it's freeI am not asking for something free I simply want my money backOr a credit to use another time towards a future purchaseHowever I am not taking a hotel as listed on their star rating chart in lue of a star hotel I paid forThey are clearly at fault because they do not make the effort to update the star rating diacritic a on their website and I do not think I should have to pay for thatI am will to take a room at La Quinta in San Angelo TexasDo they have two options they can chose from Final Business Response / [redacted] (4000, 10, 2015/08/07) */ August 7, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Clarion Hotel San Angelo on September 6, in San Angelo, TexasWe understand that you believe this hotel has a star rating of instead of the as advertised on Hotwire.comAs such you are seeking a cancellation and refundWe regret any inconvenience this situation [redacted] have caused At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and areasFor our Hot Rates, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 3.0-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer [redacted] receive when completing their reservationIn addition to this feature we do show our customers what hotel the last customer received in hopes of giving our customers a better idea of how our site works Hotwire stands by the star rating for this hotelOn our website this is offered as a star property on our Hotels tab, where you can select the hotel by name and locationIt is being sold as a star property as one of our Hot Rate(r) hotel deals I have also reviewed several other travel websites and found the star rating to be supported by their reviews as well: Priceline stars Hotels.com stars Trip Advisor stars Booking.com stars Expedia stars Hotwire rates each hotel partner individually, not by chainSome hotel brands, like the Clarion Hotels, feature properties in multiple star-rating categories because the rating is not based on the chain's overall value, but rather on each individual hotelStar ratings across travel site factor in the location, amenities offered and other unique characteristics for each hotel within a brand At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable Based on the above information, we are not able to honor your request for a refund If you ever arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at 1-866-HOTWIRE (XXX-XXXX) so that we [redacted] work with our hotel partner to resolve the issueWe are available hours a day, seven days a week to assist you; we hope to have the opportunity to better serve your travel needs in the near future Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 12, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attached a print screen copy of the Hotwire star ratings and the Clarion Hotel was listed as a star hotel and at the time I booked on Hotwire and I chose to PAY more for a star rating hotelIf Hotwire stands by the star rating that they had posted at the time they should have to refund me my moneyThis is deceiving to customers because I paid for one of the hotels listed on their rating description at the time and Clarion was not listed as a star hotel at that time I am not satisfied with their explanation in this caseI have submitted the screen shot of the star rating and clearly you can see that it was listed on Hotwire website as a star hotelWhen a potential customer goes to their site they are given an option of the different star rating hotels and when I reviewed it I paid more for the star rating hotels listed and received a star rating hotel and this is not acceptableI do not think I should have to go through all this trouble to get my money back on something that is clearly deceiving a customer for their money!

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ January 12, [redacted] XXXXX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate(r) hotel reservation with Ramada Plaza Denver CentralI understand you are dissatisfied with your recent hotel reservation as you were booked in a different area than where you wanted to beAs such, you are requesting for refund As Hot Rate(r) hotels are final reservations, we strive for clarity on the siteSince exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking pathIn your case, the area selected was "Burbank Backstage Studios & Airport"I have confirmed the Extended Stay America - Los Angeles - Burbank Airport is located within the green shaded map defining that area Furthermore, we provide a summary of the booking that includes the dates of travel, number of guest/s, the rate, and the location, to let our customer check the details before confirming the reservation Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions Based on the 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 Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I didn't even book at the Ramada Plaza DenverI booked in the Los Angeles areaSo right off the bat, Hotwire is already lyingNeither of the issues in my complaint were addressed at allA full refund is in order Final Business Response / [redacted] (4000, 9, 2016/02/02) */ February 2, [redacted] XXXXX [redacted] CA XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding the Extended Stay America - Los Angeles - Burbank AirportI regret you remain dissatisfied with the handling of your Hot Rate reservationYour dissatisfaction stems from the neighborhood the property resides in and you feel it does not merit a 2.5-star ratingAs such, you are requesting a refund At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsOur target audience is the flexible traveler looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings may not always meet the needs of every traveler Upon searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)Each area has a correlated map for our customers to reviewThis map defines the area in which the hotel can be locatedAdditionally, we service a feature allowing a customer the ability to search for accommodations by a city, airport, zip code or an addressOur site will then calculate results by distance providing availability closest to farthest from the location enteredThis feature is not intended to provide a result for a specific property; even if an address a customer searches by is for a hotel itself As I carefully review the reservation, I can assure you the Extended Stay America - Los Angeles - Burbank Airport is located within the shaded map of your selected area, "Burbank Backstage Studios & Airport" To better understand your concerns, I recreated a search on our Web site for a hotel reservation using Culver City, CaliforniaThe closest area listed on our Web site is "Culver City" with an estimated distance of to milesWhile the area you selected is listed as - miles from Culver City and is derived based on straight-line measurementWhile we ensured straight-line distance to be within miles, the driving distance from point A to point B may be farther awayPlease note the "city center" is indicated on the map linked from the search results page with a red pinThe distances displayed on our site during the booking process were calculated from this red pin Meeting customers' expectations on hotel quality is a top priority here at Hotwire.com as we understand star rating is one of the top drivers in determining a customer's hotel selectionTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelThe star rating of the Extended Stay America - Los Angeles - Burbank Airport was most recently evaluated on February 11, We are confident the current 2.5-star rating of this property is an accurate reflection of its overall quality As such, my decision has not swayed and I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They continue to lieI was looking for a room in Culver CityTheir website directed me to a room in BurbankIt took over hours to get to a meeting and I was lateThere is no way in [redacted] it should take hours to get to a meeting in Culver City from a hotel booked through a website where you are looking for a hotel in that town The hotel rooms were not up to par but any stretch of the mindWe had to call down for remote controls, and all basic items that come with the roomThe rooms had not been cleaned and we checked in, not earlyWe had to change one room because it was too filthy to even walk intoThe towels drew bloodNot a jokeThey are sandpaperThe rooms smelled so badly we had to call down to the front desk to make sure we would not be charged as the damage was done long before we entered the roomThe noise level was out of controlThere was no securityThe "breakfast" was a granola bar in a paperbagHotwire tried to pull another fast one and again, they've been caughtThey do not run a quality service with integrity or honesty and need to be shut down until they can prove that they can deliver what they sayRefund me! You know what you do, HotwireThat hotel was trast was nowhere in the vicinity of Culver City and you know itYou cost me and my partner a lot of moneyTake responsibility for your actions

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ November 4, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation at The Regency Hotel in Dallas, TexasI understand you are dissatisfied with the results of your booking, as you read negative reviews of the hotel onlineYou did not use the booking, as such, you are requesting a full refund Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomAs I understand this was not the case with your reservation, please accept my sincere apologiesAllow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importanceThis is not typical of what our customers can expect when booking with Hotwire Upon review of your account, and check the reviews online, I feel a full refund in the amount of $is warranted in this situation as an exception to our nonrefundable policyThe refund typically takes 1-business days for the funds to return to your financial institutionIt is then 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 Business Response / [redacted] (1000, 9, 2015/10/07) */ October 7, Revdex.com serving San Francisco Bay Area and Northern Coastal California Complaint Department Re: Expedia Case #: O-XXXXXX 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 attentionHotwireis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservationWe understand the customer is requesting a refund due to our Low Price GuaranteeOn October 7, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on September 15, 2015, the customer self-booked a package reservation via Hotwire website, itinerary number XXXXXXXXXXXTravel was for three travelers on Spirit Airlines from Cleveland, Ohio to Orlando, Florida, departing on November 12, 2015, and returning on November 16, 2015, Hotel reservation was at the Sheraton Vistana Villages Resort Villas, cheon November 12, 2015, and check-out on November 16, The total amount paid for the reservation was $We can confirm the customer contacted us regarding our Low Price Guarantee on September 17, Hotwire's Low Price Guarantee is offered to our customers in the event they are able to locate a lower rate on another qualified website within hours of bookingAdditionally, our Low Price Guarantee does not apply to lower rates found on Hotwire.com after bookingThe full terms and conditions of Hotwire's Low Price Guarantee can be reviewed at any time by clicking the following link: http://www.hotwire.com/en/content/low-price-guarantee?cc=us# After further review of the customer's claim, the customer did not qualify as our website cannot be used as the comparison websiteWe stand by our previous decision and will not be honoring the customer's Best Price Guarantee claim 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, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have reviewed the Low Price Guarantee policy posted on the websiteIt is not made clear that the lower rate must be a competitor's except for one sentence within the Terms and ConditionsIt is misleading to not clearly state this up frontThis is not fair to the consumerAs a result, I will no longer be a customer of Hotwire and will take every opportunity to share my experience with others

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 23, [redacted] Dr STE [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your hotel reservation with the Club Quarters Wall Street for [redacted] 24, We understand that you are requesting a refund due to the hotel not in the area selectedWe regret any frustration this [redacted] have caused At Hotwire, we strive for clarity during the booking processBecause the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be locatedSince exact street location is not revealed until the booking is complete, it is important for our customers to review this mapIn your case, the area selected was "Financial District-Wall Street, New York"I have confirmed the Club Quarters Wall Street is located within the green shaded map defining that area We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and therefore Hot Rate reservations are final Based upon the previous information, we will not be honoring your request for a refundWe 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ Hi, This has not been resolved, they have sent me the same email beforethey need to understand this that they provided me the hotel outside of the MAP zone I selected They have this template written message they probably send to everyone, I explained them this before several times and even on the call, please find attached all email conversation I understand they cannot tell the exact location of hotel but we have an option to select area from the map and I was provided hotel far away from the are I selected [redacted] Please find attached email conversation I had with Hotwire where I explained them what really happened Final Business Response / [redacted] (4000, 9, 2015/08/04) */ August 4, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear [redacted] : We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Club Quarters Wall StreetSpecifically, you state that you booked for the Times Square - Theater District, but received a hotel in the Financial District - Wall Street areaAs such, you are requesting that we provide you a full refund totaling $We regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns You have made it clear that your intent was to book a hotel in the Times Square - Theater District; however, we have reviewed your reservation again and have confirmed that for this booking the Financial District - Wall Street area was selected Here at Hotwire we understand the importance of booking a hotel in the desired area; as such, we show the mapped zone at the time of hotel selection, we list the area selected at the top of the webpage on the details page, Show the mapped zone before the "Know Before You Go" list, and display the area the hotel will be in on your trip summary before the reservation is finalizedPlease understand that once you indicate that you accept the Hotwire terms of use and press "Confirm payment" all bookings are final and no refunds, changes, or transfers will be provided as stated in our Terms of Use Based upon the information above and our previous correspondence we will not honor your request for a refund totaling $Thank you for the opportunity to further clarify how our website worksWe 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

July 19, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with [redacted] Plus Kansas City Airport-KCI EastI understand you are dissatisfied with your recent hotel booking because the beds provided did not accommodate the number of guests you indicated on the reservationAs such, you requested a refund At Hotwire, we guarantee all rooms booked will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilitySome properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservationOur partners will do their best to make your stay as comfortable as possible Upon review, we confirmed at the hotel that you were provided with a King bed and a queen size pull out couchPlease be advised, as indicated above, that a pull-out couch to some properties is considered as a bed type and a queen size pull-out couch can definitely accommodate up to two guests Despite that, we honored to rebook your reservation, however you declined this offer Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 10, 2015/12/30) */ December 30, [redacted] XXXXX [redacted] St [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customers Email: [redacted] @bendbroadband.com Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your transaction with HotwireI understand you were dissatisfied with your recent booking, as you thought that you will be billed at the time of your stayAs such, you are requesting a full refund I attempted to locate the reservation in questionHowever, I am unable to locate the Hotwire booking with the information you providedI also tried check the email you provided on the complaint without successSo we [redacted] locate the reservation you are referring to, please reply with the following information: - Email address that was used on the reservation - Itinerary number - Name on the reservation Once we receive this information, we will be able to search further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/06/14) */ June 14, [redacted] West [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 StJames Club All InclusiveWe understand that you were unhappy with your stay, as the free premium drinks offered by the hotel were not top shelf liquors, wifi was accessible in the lobby area only, and you went off site for meals, due to the food allergies of your traveling companionWe regret any frustration or inconvenience this [redacted] have caused We contacted the hotel with regard to the food allergy issue, and learned that if there are specific dietary needs, the hotel will be happy to provide guests with alternativesThe guest would need to inform the hotel of the special needs at the time of check in, letting them know which venue you will be dining in for which meal The hotel stocks mid-level liquors for their premium drink requestsThe hotel does have the ability and the right to select what they consider to be premium liquors The internet service is not listed as a free amenity, and not advertised as in-room, but the hotel does provide internet access with wifi in the lobby area In consideration of the above, we are not able to honor your request for a refund of this booking We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentHotwire takes customer feedback very seriously, and appreciates the time you took to notify us of your concernsWe hope we have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour Express customer care at X-XXX-XXX-XXXX Sincerely, [redacted] Hotwire Corporate Customer Relations

March 22, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] ,Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] rental carI understand you are dissatisfied with your recent car reservation as you were billed twice as much than what was quoted for taxes and feesAs such, you are requesting reimbursement of the difference between the quoted rate and the actual charge you received.Hotwire services two types of car rental reservations: Hotwire Hot Rates(r) and CarsWith Cars you are only reserving the vehicle on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Cars can be cancelled at any time without penaltyOur Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundableI confirmed the type of rental you booked is a Car.Please understand, the total estimated cost for our Car rentals include the indicated rental rate multiplied by the number of days in the reservation, plus an additional amount for the estimated taxes and feesWe are not the vendor collecting and remitting the said tax to the local taxing authoritiesThe rental agency provides us an estimated amount and collects the tax directly from youTaxability and the appropriate tax rate vary greatly by locationAs such, the actual tax cost paid to the agency may vary from the estimated amount we assessed to you; depending upon the rates, taxability, etcin effect at the time of the actual use of the rental car.I can assure you it is not Hotwire's intention to mislead its customersRather, we strive for clarity during the booking processThe following information is made available in the Hotwire Terms of Use to ensure our customers fully understand the Terms and Conditions of the booking:-Hotwire calculates estimated charges based on the rental agency's published rates, taxes and fees.-Actual rental charges are billed by the agency upon the renter's return of the car usually at time of drop off-Reservations of Cars may be cancelled at any time without penalty.Based on the information provided above, I am unable to honor your refund request.We appreciate your business and regret your Hotwire experience was anything less than exceptional.Best regards, [redacted] ***Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/05/31) */ [redacted] 31, [redacted] Street [redacted] ***, [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 booking with the Hyatt Regency ColumbusWe understand that your complaint stems from the fees charged by the hotel for petsYou are seeking compensation for this pet fee with either a refund of the amount or a free night's stay at the hotelWe regret any concern or inconvenience this situation [redacted] have caused It is reasonable to assume that hotels that list themselves as pet friendly would have additional charges for pets, as damage can occurHotwire does guarantee the lowest rates on hotels (see our Low Price Guarantee)However, pet fees are not included in the room rate, as they are only paid for by those who choose to bring their pet to the hotelThese charges are collected directly by the hotel (not Hotwire) regardless of being booked with a third party or through the hotel itself In exchange for concealing our partners' identity, and guaranteeing the reservations we book will be used as originally sold, they offer Hotwire deeply discounted ratesExact amounts required by the hotel to accommodate a pet [redacted] reveal too much about the property; therefore we do not require our partners to have them displayed beforehandOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor these reasons, reservations are booked as non-refundable and non-changeable In light of the above, we will are not able to honor your request for a refund or free night stay at the hotel 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, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

June 6, [redacted] In response to Revdex.com Complaint ID [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Hotel [redacted] I understand you are dissatisfied with your hotel booking as the hotel does not offer free parking as what was advertised at the time of bookingAs such, you requested a refund As we previously discussed over the phone today, we honored your full refund request in the amount of $Please be advised that your refund takes one to two business days to process and is up to your financial institution as to when the funds will be available for use In addition, HotDollar credits was applied 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® cars, valid for a year We thank you for sharing this informationWe appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptionalBest regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 5, [redacted] E [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation that you indicated you did not authorize Upon further review, I found a reservation that matches the amount you are disputing which is $The Hotwire Itinerary number is [redacted] at the Crowne Plaza Memphis in Tennessee You indicated initially that one of our agents booked this hotel reservation without your permissionHowever, our records indicate the booking was made by a customer In addition, we have documented a call we received on December 22, which shows your contact to Hotwire to change the hotel reservation as you did not want the hotel you receivedUnfortunately, the rate you booked was not eligible for changes or cancellation in exchange to a great deal we provided As such, we are unable to honor your refund as your transaction was valid We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

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

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ December 2, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire.com Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you As we have received ** [redacted] ' complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Revdex.com, her complaint is currently reviewed by the highest level of escalation within Hotwire.com and, as an organization, we will continue to communicate with ** [redacted] until a satisfactory resolution is reached 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] (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) For Hotwire to suggest they were 'disheartned'because our concerns were not addressed is incredibleThe fact is no one from their company has proactively worked to resolve this matterFurther, they sold us premium ecnomy tickets, then arbitrarily downgraded us to economy without our approval or knowledge and they kept the difference in the ticket price -- an amt of approx$ The matter is still unresolved We did receive an email from the Tier Hotwire staff ( [redacted] ), asking us to call to resolve the matterSince receiving the email, I made repeated calls the week of Thanksgiving and got a chronic busy signal or recording saying 'all circuits are busy.' I recently have been able to get through and leave a message, and have done so for consecutive days but have not received a return call We are scheduled to travel on Jan5, and it is our sincere home the matter will be settled before that date Final Business Response / [redacted] (4000, 12, 2016/02/04) */ February 2, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear ** [redacted] did not accept our response We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our departmentAs mentioned in our initial response, Mr [redacted] complaint is currently reviewed by the highest level of escalation within Hotwire.comThey have been trying to reach ** [redacted] to address her concerns and have been unsuccessful in that effort until todayAlthough a final resolution has not been reached, we are confident that one will be reached before long 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 Final Consumer Response / [redacted] (4200, 14, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have NOT heard from hotwire.com as indicatedSpecifically, we did not hear from them on Febr2, as they stated in their reply [redacted] N [redacted]

Re: Case Number [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation in Paris I understand you are dissatisfied with your recent Hotwire bookingYour dissatisfaction stems from the amount of savings you received I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

August 12, Mrs [redacted] A [redacted] ** [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear Mrs***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel booking with Ibis Paris Clichy-BatignolleI regret you remain dissatisfied with the previous information we provided Please be advised it is already at the discretion of the property to require such fees to their guests at the time of their stay As previously mentioned, we indicated in our Terms and Conditions that you may have to pay the hotel directly for any other additional chargesAgain, we are unable to post certain specifics about the hotel such as pet fees for a property that is advertised as pet friendly, or any other associated feesThis would break our agreement with our partners to keep them anonymous until the booking is completed In regards to your previous reservation at Comfort Suites in Galveston, our promise was to provide a property that is near beach as indicated in your reservationThis property is a minute-walk to the beach which makes it absolutely beach nearbyIf a customer wants a hotel that is beachfront, we have filters to make sure that the hotel suits the customers’ preferenceYou may search for a property on our website that is advertised as “beachfront” using our filter options Based on that information, our decision remains final We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

February 28, [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 Rosen Centre HotelI understand you are dissatisfied with your reservation because the hotel did not have any rooms available at the time of your stayAs such, you requested a refund Upon review, your full refund was issued todayPlease be reminded, refunds take one to two business days and is up to your financial institution as to when the funds will be available for use In addition, HotDollars was applied to your account for the inconvenienceOne HotDollar is equivalent to one US Dollar that can be used in booking any HotRate® hotels or any HotRate cars, valid for a year Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 6, 2015/06/17) */ June 17, [redacted] Avenue [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Quality Inn & Suites Gretna for the night of [redacted] 29, We understand you were dissatisfied with this booking, which you state was booked without your permission, and you are seeking a refund due to the condition of the hotelWe regret any concern or inconvenience this [redacted] have caused Our records show that you first contacted Hotwire on [redacted] 14, 2015, stating that a teenaged friend had your credit card, and had booked this reservation without your permissionThe agent assisted you in filing a fraud claim against the bookingDuring subsequent calls you advised us it was your son who had created the account and booked the reservation without your permissionThe Risk Management department reviewed the case and determined that this was not an issue of fraud, and your account was then deactivated You next contacted us after your stay seeking a refundYou had decided to use the reservation as it was a planned trip, and you state that the carpet was damp, there were mildew marks on the walls, the drains were not working properly and the tub and sink were not clean Per our records, we have verified that this matter was not brought to our attention at the time of the reservationWe contacted the hotel, and were advised that there were no complaints registered by you with the front desk during your stayBecause contact was not made to us until after the reservation was used, please understand our options are limitedHowever, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations As the room was used and payment provided to the hotel, we are not able to honor your request for a refund We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/22) */ Thank you for your assistanceEverything that was stated in this response from Hotwire is falseWhen I called to report the reservation was made without my permission, I stated it was made by teenager sonI work in customer service so I know all calls are recordedThe call can verify that infoOn the call, I was advised a callback from the Fraud DepartmentI never received a callI have several emails and call records supporting the multiple calls I made to HotwireI also contacted Quality Inn front desk which at the time they couldnt assistQuality Inn corporation advised any type of remedy for this situation must be done by Hotwire since it was booked through this companyAs I stated before, I chose not to stay at this hotel due to the conditionsEven if I chose physically stay there, the quality of the hotel was still poor and falsely misrepresentedA credit and cancellation should have been done when I called immediately after Hotwire was notifiedAt this point, I am willing to receive a partial refund or credit towards a room in a different hotel or Quality Inn within any state or I will need to pursue other routes for a public complaint or legal assistance