Hotwire

Initial Business Response / [redacted] (1000, 9, 2015/11/10) */ October 26, [redacted] XXXXX [redacted] Road Unit XX XXXXX [redacted] Dear ***, In response to Revdex.com case number XXXXXXXX,Hotwire Itinerary XXXXXXXXXX I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your hotel reservation with the InterContinental Los Angeles in Los Angeles, CaliforniaI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating of the propertyYou feel the star rating is incorrect and that you were misled on the amount of savings you would receive 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 roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE) Allow me to further clarify how the savings provided on our site was derivedSavings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighbourhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize for any confusion and the inconvenience this has caused you, this was not our intention 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 InterContinental Los Angeles was most recently evaluated on August 13,We are confident the current 5.0-star rating of this property is an accurate reflection of its overall quality We called the hotel before we wrote this letter and they confirmed that you were able to use the hotel reservation and there were no complaints Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based on the information provided above, I am unable to honor your request to refund your reservation We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Sincerely yours, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] of Hotwire Customer Care Relations, I have received your response to my complaint with the Revdex.com you provide reasons why you believe that you should not be required to refund the amounts of my stay: (1) You claim that the hotel star ratings used by Hotwire are not deceptive because individual star ratings [redacted] vary by source I do not accept this as a valid reasonUDAAP requires that marketing practices not be unfair and deceptiveIt is a reasonable position for a consumer to look at the star ratings on your website and to believe them to be the same as the star rating provided by the hotelIntercontinental rates itself as a star hotel If Hotwire is going to change the ratings that the hotel advertises, then Hotwire should make it clear and conspicuous that it is changing the ratingA disclosure should be placed in close proximity to the rating assigned by Hotwire not buried in terms and conditionsThis is especially the case because this is a key piece of information that a consumer makes when determining whether to purchase a hotel room from Hotwire (2) You claim that since I stayed in the room and did not complain to the hotel, that you should not be required to refund the amounts I paid As I stated in my complaint, after spending a very long time on the phone with Hotwire's customer support and being told that I would not receive a refund, I believed that I would rather receive some value than no valueAdditionally, I did have a conversation with this with the man at the front desk when I checked inHe informed me that he has heard this complaint before from other Hotwire customers and that I needed to work it out directly with Hotwire Since Revdex.com has asked that I provide a middle ground offer to resolve this dispute, I request that Hotwire refund $back to my payment card to reimburse me for the benefit of the bargain that I did not receiveAdditionally, I would be willing to accept $in a credit to use on HotwireI prefer not to use Hotwire again, but I will do so in order to receive compensation for my experience where I did not receive what I understood to have purchased All that said, I do hope that Hotwire includes disclosures on its website in order to prevent other consumers from being mislead and then disappointed Thank you Final Business Response / [redacted] (4000, 13, 2015/11/24) */ November 23, [redacted] XXXXX [redacted] XXXXX Dear ***, In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with InterContinental Los AngelesI regret you remain dissatisfied with your Hot Rate(r) HotelAs per the additional correspondence, you are not satisfied how we addressed the star rating, as such you request refund We understand star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.comTo determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on our 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 For further review, I contacted the hotel and spoke to [redacted] and she confirmed that the reservation was usedBased on the information provided above, my decision has not swayedI am unable to honor your request for a refund Our goal is to exceed your expectations; we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: Business refuses to work with me whatsoever, just poor customer service all the way around Very uncaring business with no regard Will be last time I purchase through them and will be sure to let friends on social media and blogs know if their lackluster customer service Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 23, [redacted] XXXXX [redacted] Street [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Hotel Williams Opera, Opera Garnier - Galeries Lafayette - St Lazare, FranceWe understand that you are dissatisfied with the level of savings received for this reservationAs such you are requesting that your rate be adjusted or your hotel venue to be changedWe regret any concern this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationAllow me to further clarify how the savings provided on our site was derivedSavings are based on the median published rate we've found for all hotels in the same neighborhood, with the same star rating and for the same stay dates on leading retail travel sites in the last 24-hoursDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention 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 adjusting your rate or moving your reservation to another hotelWe 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, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mrs [redacted] , Star rating and neighborhood location alone as criteria for you median rate are highly misleadingIf Hotwire is indicating a room value based on a median price for all three start hotels in the neighborhood, then it does not accurately reflect the overall value of your offer There is a wide range of quality, services, value, and price within the star hotel marketPrices can easily vary by hundreds of dollars within the star spectrumTo make the argument that all star hotels are the same is blatantly false From Hotwire's customer service response to me dated July 10, 2015," Hot Rates are booked based on the star rating, neighborhood and other details and so the crossed out rate we show before booking is an example based on published rates for similar hotels" For Similar HotelsIt is my argument that a star hotel that charges $a night is not equal, nor similar to a star hotel that charges $a night As in my case, the hotel I received had a market value $less than the median rate advertised, or roughly 1/less of the advertised valueA difference this large represents a far inferior product than the description and median price advertises A more truthful model would be a median price for all current Hotwire hotel stock within that categoryBy taking median value from all hotels in the area, whether or not they are available options in Hotwire, Hotwire can purposefully skew the actual value of their hotel stockIt could allow Hotwire to target low end hotels, yet promote them as if they were representative of the average for the area As for savings, your results pages do include any qualifiers for the listed savingsThere's no "up to" or "25-50% OFF"It is apparently the intention of Hotwire to gloss over this variabilityIt is only on the offer page that any info about median price is included (As note at the very bottom of the page) I understand that variability in actual market value of rooms is to be expected when using a service such as HotwireI however as the consumer expect that there be some limits to that variabilityWhen the delivered product is only 2/3rd the "advertised" median value, and half of the "promoted" savings, then it falls well outside the limits of an equal or similar productAt that point, it becomes a deceptive sales tactic, one where you leave no recourseAnd just because there is a small disclaimer doesn't make it acceptable I am open to suggestions from Hotwire on how we might resolve the situationSo far I've received nothing but canned responses, initially not even responding to my actual concernI argue that Hotwire's system is inherently deceptiveIf Hotwire refuses to make any effort to resolve the situation, then I will continue to leave my complaint open and provide additional reviews and/or complaints to other websites in the hope that others will understand just what they are getting in to if they want to use Hotwire Final Business Response / [redacted] (4000, 9, 2015/08/06) */ August 6, [redacted] XXXXX [redacted] XXXXXX 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 Hotel Williams Opera on September 14, in Paris, FranceWe understand that you do not agree with the crossed-out rates and are requesting a refundWe regret any frustration this [redacted] have caused Savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention If 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 are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel it is EXACTLY your intention that the consumer believe that the savings and value of the room as shown on your website is what they are receiving, which is why there are no qualifiers (as in "Up to 50% off" or your asterisk) on your page listing the different hotel categories for the neighborhood I am sure this business model is serving your company very wellIt allows you to skew the perceived value of your product to being, in this case, much more than it actually isThe consumer can receive an inferior product than what is advertised, yet is left with no recourse to correct the situationYour company doesn't limit in any way the possible discrepancy between your "median value" and true market value, by using such broad categories (stars) that the comparison is relatively meaningless from a price standpoint Your business model serves the company but deceives and takes advantage a consumer's desire for large savings and a high perceived value I am not satisfied with your company's responseIt is my only hope that this complaint and many more from other customers will force Hotwire to change their business model Hotwire should place limits on the allowable difference between actual market value and the "median value" they report on the website, further dividing categories if necessary, so that consumers receive a product more in line with the expectations your website instill That, or calculate the "median value" only from the hotels that are currently partaking in Hotwire's offeringsAt least then the "median value" represents accurately the possible product the consumer will receiveThe consumer is gambling that they will receive one of the better hotels, but at least the median value has a direct relationship to the actual products Hotwire deliversOtherwise, as I stated before, there is nothing to stop Hotwire from offering just inferior, cheap star hotels, while using the collective higher end star hotels to drive up the "median value" even though there is no chance for a Hotwire consumer to be assigned the higher end offerings I encourage all Hotwire consumers to check into exactly what they are getting against what Hotwire uses for a "median value"If more people take action, then we can force a change Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ August 20, [redacted] XXXXX RE: Revdex.com Case number: XXXXXXXX Itinerary number: XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns, as sent through the Better Business Bureau, regarding your hotel reservation at the Le Meridien Charlotte for August 22, We understand that you are requesting that we move your reservation closer to the Bank of America StadiumWe 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 "Uptown Charlotte-city Center, North Carolina"We have confirmed the Le Meridien Charlotte 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 If you need to have your hotel in a specific area, we do have our standard rate hotelsWith these hotels, you know the name of the hotel and the location before the booking has been completedThis way if you need to be near a specific landmark, you are able to Based upon the above 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

Thank you, they refunded my money yesterday and the credit is currently pending on my credit card so I am hoping it all goes through properly [redacted]

Complaint: [redacted] I am rejecting this response because: I specifically booked a hot rate for a star hotel and was goven a rateSincerely, [redacted]

[redacted] 30, [redacted] Yonkers, NY 10704In 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 [redacted] Asbury ParkI regret you remain dissatisfied with the handling of your situationYou feel you were misled on the amount of savings you would receiveAs such, you are requesting a refund.Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating, and stay dates."If 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 are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds.At this time, we remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect.With that, I remain confident we provided the lowest rate for this property within hours of bookingMy decision remains the same; I am unable to honor your refund request.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 futureBest regards, [redacted] ***Customer Care RelationsHotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: that information advising the rates are based on other rates around the area was not advised on the booking page as I clearly pointed out in the screen shot I providedYou site advised 50% off the rate of the property and was missing the footer due to a technical issue on your sideAs such I should not be held responsibleFurthermore I was also advised a follow up call from a higher supervisor which I never received Because of the missing footer I assumed that I was getting a higher priced hotel, and while I understand your position I do knot believe that it is a justifiable reason to deny my claim I ask you to reconsider and offer me some form of compensation, refund or otherwise, to retain my business and my ability to recommend Hotwire to other customers I come in contact with as I also work in the travel industry Sincerely, [redacted]

November 15, [redacted] In response to Revdex.com Complaint ID [redacted] Dear [redacted] , Thank you for providing additional information regarding this matterI would also like to apologize about how you feel when we had to ask for more information about your bookingWe have to get all the information from the customer for security measures I understand you were charged more than what the travel specialist promised at the time of booking Upon review, we learned that we are only supposed to charge you $for the new reservationI can assure you, the process done by our travel specialist was unintentionalShe must have been confused during the process and we promise you that matter will be dealt with accordingly We will process a refund of $back to your accountPlease be advised that refunds may take to business days and it is up to your financial institution as to when the funds will be available for use 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

Revdex.com Case Number [redacted] , Hotwire Itinerary Number [redacted] Dear [redacted] I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your car reservation with Advantage for travel dates 08-Oct-at 10:AM to 12-Oct-at 2:PM at ELP airport I understand you were charged for the amount of $on top of what you paid through Hotwire and you are asking for a refund I called the car rental company and talk to Edwin from their Customer Service department and verified that they charged you for the said amount because you returned the car an hour late Based on the information provided above, I am unable to honor your request to refund the said amount In addition to this, Advantage Rent a Car provided you a receipt that we paid them for the amount of $ The car agency may have shown you the rate they intended to charge usPlease be assured these base rates are specially negotiated for Hotwire, and are generally lower than the available rates presented to car customers booking directlyThese rates are also not available for customers to bookOur Hot Rate® Cars are non-commissionable, meaning car agencies do not pay us for bookings We ask our car rental partners to not disclose the Hotwire rate on their receipts, as it leads to confusionWe addressed this with the car rental directly, to prevent this situation from occurring in the future We sincerely apologize for the confusion and we would like to make it up to you by providing you the difference of the rates in HotDollarsWe will provide $HotDollars credit to your account We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate OfficeTell us why here

Initial Business Response / [redacted] (1000, 8, 2015/05/28) */ [redacted] 28, [redacted] E [redacted] Drive [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental reservation with Alamo, originally scheduled for a minivan to be picked up at the San Diego International Airport on April 10, We understand that you were seeking a refund for this reservation, as the refund was not processed at the time you booked the replacement reservationWe regret any inconvenience this situation [redacted] have caused We processed your refund in full for $on [redacted] 21, at 4:p.mThough the refund was processed during our call, it can take one to two business days for the bank transfers to occurAn email was sent to your address [redacted] @yahoo.com confirming your refund We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/05/29) */ THANK YOU! After I contacted you HOTWIRE contacted me and made a full refundThey offered no explanationI know it was because of you as I had contacted them at least times and probably more without any indication on their part that they would do rightAfter contacting you everything changedThank you very much

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ September 2, [redacted] Street [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel reservation at the Royal Palm Shorecrest TowerSpecifically, you state that the hotel has a resort fee that you were unaware of and that you disagree with the hotel star ratingAs such, you are requesting that we apply a refundWe regret the frustration and inconvenience this [redacted] have created, and appreciate the time you took to express your concerns Please understand that when you book with Hotwire you must agree to the Hotwire Terms of UseOne of the bullet points states that "You'll pay the hotel directly for additional charges, like room service or resort fees." We strive to make it clear and advise you that there are fees that the hotel [redacted] charge and that you are responsible for these chargesThis is something that you agreed to before finalizing this reservation As there is no standardized national or international star-rating system, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayBoth Expedia and Hotwire have determined that this property is a star hotelWe are confident that our star rating is correct for the Royal Palm Shorecrest Tower During our review of your account we have found that you have been given an exception to our policy and have been provided a full refund because we value you as a customerWe regret if your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am only accepting this because I got my refundWhat a poor customer service experience...it is aweful that I had to fo through so much on a birthday with a company who I have used for years

Complaint: [redacted] I am rejecting this response because: This is in adequate response from their customer centerThey came back to me saying that airlines can not change the name on the ticket but when I asked them the question what would any customer do in case they change their last name after marriage and their travel plans are book? Their customer representative had no answer to that they asked me to contact their HQ customer service team next day as they don't work 24/and it they can be reached only after 5:AM PSTIn the effort to find solution for my question I reached out to Turkish Airlines office locally at SFO airport and their Manager gave me solution that all you need to do is carry your documents before and after name change along with marriage certificate I strongly feel that if Hotwire customer service was trained enough and gave me answer given by Turkish Office at SFO then I would have been able to book my tickets on 25th itselfAs hotwire is online travel agency, it is their responsibility to know answer to this question as they sell Turkish Airlines ticket as well as they belong to such big organization called ExpediaAlso I believe that situation that I faced must not be unique in Airline IndustryThey must be getting such questions on daily basis Hence I don't accept answer from HotwireIt is certainly not acceptable for such big company to lack on their operational procedure1) Training of their Customer facing staff on travel related question from their customer 2) Dependance of their staff on certain expertise that is not available 24/causing my credit to expire Sincerely,Mitul ***

September 7, [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 with Days Inn Lincoln, NHI regret you remain dissatisfied with the handling of your situationI understand you would like a credit of $ as the promotion didn’t go through after retrying to make the reservation As an exception, Hotwire will honor your requestI applied HotDollars in 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 in the future, valid for a year Please be advised in the future, a code must be successfully entered for it to be applied onto a reservation 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, 2015/07/20) */ July 20, [redacted] XXXXX [redacted] Drive [redacted] Re: Revdex.com Case # XXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com concerning your hotel booking attemptWe understand that you are dissatisfied with your recent booking experience with Hotwire customer service, specifically that funds are being held on a failed bookingWe regret any concern this [redacted] have caused The credit card utilized to book this reservation was not billed by HotwireYour financial institution [redacted] have been holding funds for an authorization with the anticipation of Hotwire transmitting a final billing which was not processedThis authorization hold should automatically expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available creditIf you need assistance with getting these funds released, please contact our Customer Care at the number provided below We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) A authorization should have never been processed if a room was not availableMy bank stated they don't just put holds on fundsThe company has to request it.we had to sleep in a car because your company could not answer to phonekids and myself, one who is an month infant Final Business Response / [redacted] (4000, 9, 2015/08/01) */ August 1, [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear CUSTOMER, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your attempted booking in Englewood, Colorado, on July 11, We understand that the Hot Rate(r) hotel you attempted to reserve was no longer availableAs such there was a pre-authorization of the chargesWe regret any inconvenience this situation [redacted] have caused After reviewing your account, I was able to verify that you had an incomplete bookingYour card was not charged for this reservation because it was not completedHotwire does request an authorization on the card or account, prior to completing the transactionThese 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 companyHotwire [redacted] also be able to fax a request to remove the authorization, but we cannot guarantee your bank will expedite the request Here at Hotwire, we strive for excellence with our customer service and regret that we failed to do so in this caseWe offer Customer Support hours per day, days per weekThere are times of high call volume, which can create an extended hold timeWe have noted your concerns and will address the issueHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe will do our best to make sure that this never happens again We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire just addressed the issue but offered no solutionsIt's hard for me to belive that wait times could exceed minutes or soI placed calls with each one ending in a hangup by the operatorTotaling in excess of hour minutesWith limited funds, and a car full of kids I will never go through hotwire againI will make it publicly known of this incident and report it to media

Complaint: [redacted] I am rejecting this response because: I requested a human from [redacted] since they stole my moneyThis is nothing but an email from the [redacted] because hotwire is too fancy to speak to an [redacted] in person Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/08/05) */ August 5, [redacted] Ave [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 Better Business Bureau, regarding your booking with Avis car rental in San Jose, California on July 11, We understand that when you arrived at Alamo the agency was closing, and you were unable to pick up your carYou made an alternate reservation with Avis, and are seeking the reimbursement for the difference in costsWe regret any frustration this situation [redacted] have caused Hotwire has received your receipt from AvisA refund has been approved in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company 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

Complaint: [redacted] I am rejecting this response because: this provides no customer service whatsoeverMy plans did not change, one of the couples had to cancel due to the pending birth of their adoptive childA process I might add, costs them $30,It seems a little unreasonable that a company as large as hotwire can't provide a little bit of customer service and refund 1/is a total transaction Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/07/23) */ July 23, 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 Ms [redacted] (Revdex.com case number XXXXXXXX) regarding her 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 case Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) im sorry but when I agreed to the change of date I was talking to a man first earlier in the day, by the time it was at night I was on the phone with someone else a female who said for Saturday the which was june, I can not help that it was a supervisor and that they do no wrong from what another supervisor told meand made me feel like I done it, which I did notthey also said they keep the recordings of the phone calls and if they do then they should find the very first phone call when I called and hear that I said JUNE not JULY some how the wires got cross and she said july and I must not have heard her say JUlYPhone number hotwire X-XXX-XXX-XXXX 5:pm on hold for maybe a hour called hotwire again at 7:pm same phone number, X-XXX-XXX-XXXX, Called phone number X-XXX-XXX-XXXX X;33pm Called phone number X-XXX-XXX-XXXX X; Called on thursday June XXX-XXX-XXXX XXXpm called a few times on thrusday june XX XXXX trying to fix date also Final Business Response / [redacted] (4000, 18, 2015/08/14) */ August 14, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case O-XXXXXX Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered For quality assurance, when a call is transferred the agent taking over the call confirms the booking details to make sure they are correctWhen the agent processing the exchange provided the date of July 27, 2015, Ms [redacted] acknowledged the date is correct and the exchange was completed 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 providersDelta Airlines was the operating carrier on this itineraryWe hope you understand we must adhere to the policies dictated by the airlinesPer the airline imposed terms and conditions, this ticket is nonrefundable While we regret Ms [redacted] 's experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to provide a refund or compensation regarding this matter We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

April 13, [redacted] ***In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your Hot Rate® hotel reservation with [redacted] - Memphis – AirportI understand you are dissatisfied because the hotel was overbooked at the time of your check inAs such, you are requesting a full refund Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservationsIn such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold datesWe recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involvedIn the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer After reviewing your account, I confirmed your refund was issued on April 7, Refunds typically takes one to two business days and is up to your financial institution when the funds will be available for useAdditionally, for the inconvenience, we added HotDollars to your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking HotRate® Hotels and HotRate® Cars which is valid until April 7, We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office