Hotwire

Complaint: [redacted] I am rejecting this response because:After speaking with Tuesday and Rose in customer service, neither ever mentioned price guarantee Infact, I was told it would be hours before a manger could even call me back in regards to my dissatisfaction Worst customer service ever.Sincerely, [redacted] ***

February 24, 2017 [redacted] In response to BBB 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 Doubletree Metropolitan Hotel New York. I understand you are dissatisfied with your hotel booking because of being assigned in a room with one queen bed. As such, you requested a refund. Our records indicate you booked a Hot Rate® hotel. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, amenity offerings, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, Hotwire is able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked. 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 requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Upon review, I confirmed you booked the hotel reservation for 2 adults. As such, the number of bed provided was just adequate to the number of guests you indicated. At the time of booking on our website, the following disclaimed was displayed to your screen before completing your booking: “Rooms sleep the number of guests. Number, type and size of beds aren't guaranteed.” Based on the information above, we are unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, [redacted] Customer Care Relations

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ June 30, [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 staySky Suites-I Drive OrlandoWe understand you are unhappy with your booking resultsAs stated in your letter, you felt mislead by the crossed-out rates provided with the Hot Rate prior to booking, and you found a lower rate for your stay on the hotel's siteAs such, you are requesting a full refundWe regret any concern or frustration this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationPlease allow us to clarify how the savings promoted on our site is determinedAt Hotwire, we strive for clarity during the booking processTo ensure this we provide the following disclosure at the bottom of our site: "Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay datesAvailability is limited and rates are subject to changePrices are dynamic and vary based on date of booking, length of stay and hotel classPrices do not include taxes and fees." This shows that the crossed-out rate is not the actual rate per night of hotel that is displayed, but rather a median rate from its classWe apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention We are confident that Hotwire has the lowest rates available, backed by our Low Price GuaranteeIf, within hours of booking, if you find a lower rate for an identical booking on another travel site, we'll pay you the difference between the ratesHotel rates are dynamic, and can fluctuate greatly based on supply and demandIt is for this reason that our Low Price Guarantee requires that the lower rate be found within hours of bookingAs it was more than five weeks after the booking date that this rate was found, it does not qualify for a refund of the difference in rates under our Low Price Guarantee At Hotwire, we obtain our deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeable Based on the information above, we will not be issuing a refundWe appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel Iike the crossed out rate and the percentage taken off to reflect the "Hotwire" savings is misleading and is poor business practiceThis Is still dishonest and reflects that Hotwire uses misleading tactics to draw in consumersThis causes myself and many others to believe that Hotwire is being honest and offering reduced prices when in fact, sometimes your prices only reflect "average" rate reductionsI feel that this unfair and I will continue to spread the word of this unfair practice until something is changed Final Business Response / [redacted] (4000, 9, 2015/07/15) */ July 15, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the staySky Suites-I Drive OrlandoWe understand you feel that our crossed-out rates and percentage of savings listed are misleadingWe regret any continued dissatisfaction or frustration this [redacted] have caused We remain confident our business model is meeting the needs of our customers, and our company's goalsWe do place great value on your feedbackCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect If you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

April 4, [redacted] ***In response to Revdex.com case number [redacted] ,Hotwire Itinerary [redacted] Dear ***,I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your Hot Rate(r) hotel reservation in Best Western Des Plaines InnI understand you are dissatisfied with your recent hotel reservation because you were advised that room was sold out and hotel would not honor the Hotwire rateAs such you are requesting for a full refundWe 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 website, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) hotels.Unfortunately, this issue does occur occasionally in the hotel industryIn such situations, we ask our partners to do their best to accommodate customers into a different hotelWe recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our partner to find out that the property is oversold and unable to re-accommodate, we understand we need to take care of our customer.I contacted the hotel, spoke with [redacted] and he confirmed that you did not arrive at the property and was tagged as no showBased on the information above, I am unable to honor your request for a full refundBest regards, [redacted] ***Customer Care RelationsHotwire Corporate Office

Final Consumer Response / [redacted] (2000, 6, 2015/12/22) */ Case can now be closedAfter filing this complaint with the Revdex.com, Hotwire.com quickly issued the refund on 12/16/Thank you Revdex.com for your involvement!

June 1, [redacted] Washington, DC [redacted] In response to Revdex.com Complaint ID [redacted] , Hptwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Extended Stay America - Tampa - Airport - Memorial HwyI understand you are dissatisfied with your recent transactionYou indicated that the amount you were charged was higher than the amount quoted at the time of bookingAs such, you requested a refund of the rate difference At Hotwire we strive for clarity on the siteWe provide information regarding the different details of the reservation such as reservation dates, times, location, number of night, and total amount to be chargedThis is to make sure and give flexibility to our customer if they will proceed with the booking In addition, we work diligently with our partners to offer consistently low rates to our customersAs we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demandPlease be advised that rates can changed throughout the booking process I can assure you we work with our US and international partners to get the best rates on hotelsIf you find a lower rate on another website for an identical booking, before hours of your check-in, we will pay you the difference between the rates Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Final Consumer Response / [redacted] (2000, 5, 2015/12/11) */ EMAIL FROM CONSUMER: From: [redacted] (mailto: [redacted] @gmail.com) Sent: Friday, December 11, XXXX X:XX AM To: RevDex.com Subject: Re: BBB Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX) Thank you for contacting me. I... have been able to speak to a representative from Hotwire and we have resolved the issue. Please remove this complaint. Thank you. [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, [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 four attempted car rental bookings on August & 13, in Detroit, MichiganWe understand that you are seeking a refund for the charges as the booking did not completeWe regret any inconvenience this situation [redacted] have caused We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesWe also want to 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 internally After reviewing your account, I was able to verify that you had several incomplete bookingsYour card will not be charged for these reservations because it was not completedWhat you are seeing is an authorization on the card or accountThese authorizations occur when we validate your card at the time of bookingMost financial institutions remove authorizations routinely within a few daysFor more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card companyThe three way conversation with Hotwire, yourself, and Peyton from the bank on August 14,indicated the funds would be available in 1-business days after the attempted transaction (on/about August 18, 2015) As a measure for our customer's security, accounts [redacted] be deactivated due to multiple failed booking attemptsBecause of the sensitive nature of the information handled by Risk Management, I and other agents in the Customer Care department are unable to offer additional assistance or information regarding your situationYou [redacted] call the Risk Management team at XXX-XXX-XXXXIf they require any further information about your account, they will return the call Hotwire will not be issuing a refund, because we did not collect any funds for these transactions 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, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my money back but it shouldn't have never been held if the reservation didn't go through

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ December 28, [redacted] Court [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the RevDex.com regarding your HotRate(r) Car reservationI understand that you are dissatisfied with you recent car booking as a wrong information was given to you by our Travel SpecialistAs such, you are requesting a full refund Upon reviewing your account, I learned that you booked a car reservation with one of our Travel Specialists on December 7, for pion December 21, at 1:PM and drop-off on December 27, at 3:PMPlease be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriouslyWe listen to those calls unbiased and take full responsibility if we find an error on our endUpon reviewing the call, I confirmed that you requested for a ski rack and was informed by our Travel Specialist that you can make a request directly with the car rental agency and provided an approximate fee but did not guarantee a specific rate 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(r) reservations 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 car experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

June 8, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department 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 attention Hotwire is responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ November 9, 2015 [redacted] XXXXX [redacted] CT [redacted] XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Better... Business Bureau regarding your reservation with Dusit Residence Dubai Marina. I understand that you are dissatisfied with your recent hotel booking because you had to pay for alternate hotel as you were not provided with a room that is wheelchair accessible. As such, you requested to refund your reservation and also the difference in price to your alternate hotel. At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Accessibility options. If an amenity is listed, we guarantee it is found at the hotel. While we work to ensure the amenities provided upon booking are available, with the limited rooms provided of each hotel property, we recommend customers to contact us for specific request of accessibility accommodations. After reviewing your account, I confirmed that on October 20, 2015, we processed you request for a full refund. The refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. Hotwire is committed to ensuring our customers have accessible accommodations while traveling. We have search tools that allow you to filter your search results and display only those that can accommodate specific needs. To do this: 1. Enter your destination and the dates you plan to travel. 2. Choose "Find a hotel" - The hotel search results page opens. 3. To see only hotels that meet your accessibility needs, select the amenities filter and the "accessibility options" link 4. Select the options that apply to your specific needs. 5. The hotels shown for your destination are filtered to include only hotels that offer the accessibility options you selected. After you book, we'll call the hotel to make sure they have a room available that can meet your needs and send you a confirmation email. For us to move forward and fully address his concerns on the difference in price, Please send us a copy of your alternate hotel official receipt and a copy of your credit card statement showing the hotel charges. Upon receipt, we will be able to fully review and refund the price difference. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Will never conduct business with Hotwire again Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ June 1, [redacted] Street [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 reservation with the Ramada Waukegan GurneeWe understand that you were unhappy with your booking results, chose not to use the reservation, and are now seeking a refundYou state you disagreed with the star-rating for this property, and had read negative reviewsWe regret any concern this [redacted] have caused In regards to the star rating, as there is no standardized calculation for this, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Ramada Waukegan Gurnee is a star hotel on Hotwire We have checked other well-known travel sites, and found the 3-star rating for this hotel to be consistentThe Ramada Waukegan Gurnee is also listed as a 3-star on the following: Expedia.com 3-star Tripadvisor.com 3-star Hotels.com 3-star Booking.com 3-star Hoteldiscounts.com 3-star Kayak.com 3-star Travelocity 3-star Hotelplanner.com 3-star 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 improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We do guarantee a clean and comfortable stay, and if a guest has checked in to the hotel and found cleanliness or safety concerns, we will work with all parties involved to find a resolutionIt was confirmed with the hotel that you did not check in to the hotel At Hotwire, we obtain deeply discounted Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable In light of the above, we are not able to honor your request for a full 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 Business Response / [redacted] (1000, 8, 2015/05/27) */ [redacted] 27, Revdex.com San Francisco and Bay Area Northern Coastal Complaint Department Re: Hotwire Case O-XXXXX Dear Revdex.com: Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case XXXXXXXX) regarding a flight reservationWe understand the customer is requesting a refund of $which is the difference in cost of the booked itinerary and the quote provided onlineOn [redacted] 22, 2015, we attempted to contact the customer Our records indicate on [redacted] 8, 2015, the customer self-booked a flight reservation on Hotwires website without the assistance of a representativeTravel was for three adults, departing [redacted] 19, 2015, from [redacted] to [redacted] with a connection in [redacted] and returning June 17, from [redacted] to [redacted] with a connection in [redacted] Total cost of the booking was $3,The customer is stating he received an original quote of $3,prior to finalizing the flight reservation and is requesting a refund of the difference in cost Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersAs a third-party intermediary, we work from a live inventoryThe flight availability and prices are all provided to us by the airlinesOnce a flight is purchased, the airline updates the inventory with the latest availability; thus, prices can changeIn addition, we provide a disclaimer that advises ticket prices are not finalized until the tickets are issued We can confirm the customer contacted us on [redacted] 8, 2015, regarding the price differenceOur representative advised the customer that while the itinerary reflected a price of $3,579.00, the airline pricing inventory updated to reflect a cost of $1, per person for a total cost of $3,This amount was charged to the customer's credit cardAs [redacted] is the merchant of record, i.ethe company that charged the customer's credit card and received the funds, we have no control over their pricingHotwire is unable to honor the customer's request for a refund 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, 11, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears that [redacted] from Hotwire does not want to acknowledge the fact that "The website had shown the total to be charged as $3,and I provided the credit card information on that screen but the final confirmation page after submitting the purchase button showed a charge of $3,680.49." I don't think you can show a price and charge something else on the credit cardIn addition, I have not received any communication from Hotwire regarding this issue as stated in their response Final Business Response / [redacted] (4000, 13, 2015/06/09) */ June 9, Revdex.com San Francisco and Bay Area Northern Coastal Complaint Department Re: Hotwire Case O-XXXXX Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolutionOn June 8, 2015, we attempted to contact the customer at the telephone number provided in the flight reservation but were unable to reach Mr [redacted] or a voicemail service As stated previously, Hotwire serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providersAs a third-party intermediary, we work from a live inventory with the latest availability, thus, prices can changeIn addition, the booking and ticket price are not finalized until the ticket is issuedWe encourage the customer to contact our customer service department immediately if any problem or discrepancy occurs when utilizing the Hotwire website The Terms and Conditions the customer agreed to at the time of booking stated as follows: LIABILITY DISCLAIMER The Information, Software, Products and Services published on this Website [redacted] include inaccuracies or errors, including pricing errorsIn particular, the Hotwire Companies and Hotwire Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Hotwire expressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty As such, we are unable to provide the customer with a refund as requested 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, 15, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just saying that "did not accept our response and/or resolution" does not make sense when there is no response and/or resolution except saying that "prices can change." Also, please provide me a number that I can call myself and discuss this matter as I am not sure how and why you are not able to contact meThe original matter is a price shown on the screen that we agree to and provide the payment information for but showing a different charge AFTER the payment is processed

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, 2015/08/13) */ August 13, [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 Alamo for pick up in Baltimore Washington International on Aug12, We understand that you wished to change the vehicle type after you made your booking and were unable toWe regret any frustration this situation [redacted] have caused Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail RatesWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyOur Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundableI confirmed the type of rental you booked is a Hotwire Hot Rate 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 supplierFor this reason, reservations are booked as non-refundable and non-changeablePrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: Based upon the above information we will not modify this reservation with the information providedIn order to evaluate this situation, I do need to review copies of relevant documentation to verify your relationship to the deceasedThe required documentation is: Death Certificate (to verify the death) or a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased) We appreciate your business, and regret that your Hotwire experience was anything less than exceptionalWe hope that we will have the opportunity to better serve your travel needs in the near futureIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) 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, 2015/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Having to supply such highly personal information to a company for a rental car is simply outrageousThe death certificate list the cause of death along with other highly personal informationThe requirement for a dated Obituary that clearly lists surviving family members along with a birth certificate, driver license, or marriage certificate for verification of relationship to the deceased (to verify the relationship of the caller to the deceased) information is not spelled out on the websiteAs the niece to the deceased I would not have any of my uncles information listed on my birth certificate and I was not listed in the obituary Final Business Response / [redacted] (4000, 9, 2015/08/19) */ August 19, [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 Alamo on August 12, in Baltimore, MarylandWe understand that due to a death in the family you downgraded the size of rental vehicle usedYou are seeking a partial refund for the difference in ratesWe regret any frustration this situation created 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 availableWe can make consideration for your situation due to the death in your familyOur 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) 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

March 17, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Quality Inn Central DenverI regret you remain dissatisfied with the information we previously provided Upon review, the screenshot does not validate that the price didn’t change before you entered your information or before you confirm your reservation as the price can always change throughout the booking path While I understand the screenshot shows a lower rate than the rate you booked, the deal in the screenshot could be for a different hotel As previously mentioned, you lock in the rate available at the timeI can assure you we work with our US and international partners to get the best rates on hotelsIf you find a lower rate on another website for an identical booking, before hours of your check-in, we will pay you the difference between the rates Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

May 10, [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 Hotwire car reservation with AlamoI understand you are dissatisfied with your booking because it was cancelled without your approvalAs such, you requested a refund of the difference between the cancelled Hotwire booking and your alternate car booking I recognized that you were informed about being refunded, however, you are still waiting for that refund yet Upon review, there was a slight confusion from our end which delayed your refundWe sincerely apologized for the inconvenience this has caused you Let me assure you that we will honor your refund request in the amount of $back to your cardI have submitted a request to refund you with the help of our Finance team Your refund may take seven to ten business days from today and you may consider this e-mail as your confirmationWe greatly appreciate your patience Again, we thank you for bringing this to our attention and we hope to better serve your travel needs in the future Sincerely, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2015/08/05) */ August 5, [redacted] A [redacted] Circle [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Grand Rapids Inn on July 18, in Grand Rapids, MichiganWe understand that you were very uncomfortable with the accommodations, and did not use the reservationAs such you are seeking a full refund for this reservationWe regret any frustration 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 orderUnfortunately, this property did not meet your needsOur goal is to exceed your expectations, and we regret we were unable to do so in this situation We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait timesWe also want to 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 As per your conversation with Chris on July 29, 2015, your reservation has been refunded in fullYour refund 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 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, 10, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate you understanding but I was hoping for more than an apology for what I went through with my familyWe have wasted money and time to fix what your reservation agent got us intoWhat doesn't make sense is that I made sure to ask your agent to make sure we get good reviewed hotel and he confirmed that he got us what we asked forI don't know if a $hotwire credit will keep me as a loyal customer and keep me doing business with hotwire or recommend you to my family and friendsOur annual family trip was ruined and we lost hours of precious time that could've been used to have fun and enjoymentThe only thing I know for sure is that if I take you to court, the judge will roll in my favorI will let you be the judge and you deiced how much my trouble is worthThank you Final Business Response / [redacted] (4000, 12, 2015/08/16) */ August 16, [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 Grand Rapids Inn on July 18, in Grand Rapids, MichiganWe understand you are asking for compensation beyond the full refund and Hot Dollars that has already been applied to your accountWe regret any frustration this situation [redacted] have caused We understand that you do not agree with the hotel recommendation rating, as such we have reviewed both your account and the hotelSeeing that we have already provided you with a full refund for the hotel and given you an additional Hot Dollars for your inconvenience we are sorry that you feel that more compensation is called for Based on the above information and our past contacts we will not be offering further creditOur goal is to exceed your expectations and we regret we did not do so on this occasionWe hope to have the opportunity to better serve your needs in the futureFor any other issues we can assist you with, please feel free to reply to this email or contact us directly at 1-866-HOTWIRE (XXX-XXXX)Thank you for choosing Hotwire [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 14, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not a happy customer and will not do future business with you and will not recommend your service to myfamily and friendsThat's what you get for the awful experience I had to go through

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ January 22, [redacted] [redacted] , [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your inquiry to Hotwire and the RevDex.com regarding your hotel reservation with Sheraton Vancouver Guildford HotelI understand you were dissatisfied with your recent reservation as the hotel recommendation listed online was 79% and does not match the data provided at the time of your booking which was %As such, you requested a full refund Hotwire service two types of hotel reservations: Hotels and Hotwire Hot Rates(r)For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotelFor all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed Hot Rate(r) recommendations are based on direct Hotwire customer feedback and we incorporate Expedia's recommendation data for the properties listed on our HotelsWith our customers providing Hotwire with over half a million hotel reviews every year, we want our direct customers to have a larger say on how highly recommended a particular hotel is Additionally, we gather these information on a timely mannerPlease understand, the recommendation listed through our site are subject to changeThis is to ensure the data provided to our customers accurately reflects the hotel's current reviews Regardless of a hotel's recommendation, allow me to assure you Hotwire regards cleanliness in its utmost importanceYou should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, please contact Hotwire Customer Care at [redacted] ( [redacted] ) for further reviewBased on the information 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 Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptableIt was 100% advertisingI have contacted the one [redacted] number you provided and get the same canned and answers without the representative taking time to understand the situation I understand the reviews can changeIt took four days of calling before the review reflected accuratelySo for four days your website was completely inaccurate and I am receiving the wrong end of your mistake Can somebody from the United States please contact me? The Hotwire support does not understand what happened due to language gapsI also have screenshots that I sent to you proving my pointThese get dismissed immediately via email with canned responses that are not even read by your team [redacted] Final Business Response / [redacted] (4000, 9, 2016/02/08) */ February 8, [redacted] [redacted] , [redacted] In 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 hotel reservation with Sheraton Vancouver Guilford HotelI regret you remain dissatisfied with our response As previously mentioned, Hot Rate(r) recommendations are based on direct Hotwire customer feedback, while we incorporate Expedia's recommendation data for the properties listed on our Hotels We strive for clarity on our site, surveys for Hot Rates(r) and Hotels are gathered separately to present an accurate scoring based on perspectives of two different type of CustomersThus, the recommendation may vary slightlyAlso, recommendation listed through our site are subject to change and this is to ensure the information provided to our customers are up to date Based the information above and the Terms of Use you accepted and agreed on when you made the booking, our decision remains the sameI am unable to honor your request for refund Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still remain in my position that this is advertisingThe hotel was not the rating advertisedOnly after complaining did the reviews magically change to the correct rating days later