Hotwire

June 6, [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 [redacted] Kansas City AirportI regret you remain dissatisfied with the information we provided As previously mentioned, we work hard to negotiate the lowest rates with our partners While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesIf you find a lower total for the same property with the same travel dates hours before check-in, we will refund you the difference The information about our Low Price Guarantee is provided prior completing the reservation As rates are subject to change, we are unable to guarantee the amount of savings on every reservation On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundableWe also message that by clicking the “Book Now” button you are accepting the Terms of Use As such, our position has not changed At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your comments and appreciate you taking time to provide us with feedback Customer 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 regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 17, [redacted] Dr [redacted] Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Hertz at the Los Angeles International AirportWe understand that you were charged for the reservation by Hertz, as well as having prepaid with HotwireAs such you are seeking a refund of the funds paid to HotwireWe regret any concern this [redacted] have caused To better understand why you were charged by the agency, we contacted Hertz directly and spoke with WhitneyShe advised us that you chose to upgrade your vehicle from a full size car to an SUV, a service that was charged at an additional $per dayYour reservation was for days, so the upgrade added $to your totalThe additional taxes and fees for the upgrade were $24.30, there was a licensing fee of $and you also opted to include uninsured motorist protection for $This explains the additional charges from Hertz for the reservation We hope this addresses any concerns you [redacted] have had regarding your rental with HertzIf you have any additional questions or concerns, 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, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept the response, since we have paid the full amount of the SUV rental to Hertz ( $ 419.94) and Hotwire charged the full amount for the full size car rental ( $ 209.73) which we did not use, through my sister's credit card accountThere is no explanation or statement whatsoever, either from Herzt nor Hotwire, that the SUV rental should be $ 419.94+$ Therefore we feel that we have paid for cars, the SUV as well as for the full size car We still have the receipts, if you should need these receipts please tell me where I can send/email it to Thank you Best regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ January 5, [redacted] Lane [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your Hot Rate(r) Car reservation with HertzI understand you are dissatisfied with your recent car booking, as you were charged by the rental agency for additional day, as you returned the car later than what was in their recordAs such, you are requesting a refund, in the amount of $ Upon review of your account, I learned than you tried to make changes in your reservation on November 23, with one of our Travel Specialists, as you wanted to drop off the car a day earlier than what was booked, which our Travel Specialist advised you to contact Hertz if they can accommodate your request 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 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 transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions After further investigation, I confirmed that on the same day, November 23, 2015, you contacted our Customer Care and spoke to [redacted] , advising her that Hertz authorized the changes in your reservation, which she verified and confirmed upon contacting the rental agencyPer your complaint, you advised [redacted] to leave the reservation as it is, as you were still thinking to return the car on its original drop-off datePlease 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 endI reviewed the call and found out [redacted] contacted Hertz to verify the information and was advised they will grant the request to change the drop off date from November 28, to November 27, and modified the reservation in their end, which she relayed to youShe, then advised you to contact our Customer Care Department upon dropping off the car to process a partial refundThe call ended with you acknowledging the changes in your reservation On December 22, 2015, your account was processed for a partial refund for a dayWhile we issue our refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will be available for useAny further questions regarding the specific timeframe of this process will need to be directed to your financial institution Based on the information above, I am unable to honor your request to refund the amount of $that was charged to you by Hertz for returning the car on its original drop-off date 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

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

April 21, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your Hot Rate® hotel reservation with Red Roof Inn [redacted] – [redacted] ***I understand you are dissatisfied with your recent booking as hotel does not have your reservation, which made you book to a different property at o’clock in the morning At Hotwire, we guarantee our partners the reservations will be used as they were originally bookedOnce a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the hotelPlease be assured we provided payment to this property for your booking After careful review, I confirmed one of our Travel Specialists assist you by calling the hotel, where we confirmed that even the reservation shows up they will not be able to accommodate you as they were already overbookedUnfortunately, 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 involved As stated in your complaint, you were able to book to a different propertyPlease send us a copy of the receipt for the alternate hotel stay as well as a copy of your credit card statement reflecting the two charges from Hotwire and the hotelPlease send it as an attachment to [redacted] Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the cost of your alternate stayThe review typically takes to business days upon receiving the documents I apologize for any treatment that was anything less than exceptional when speaking with our Travel SpecialistsI 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 regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: Rather legal or not, which I won't further delve into; I think it's deceptive the practice in which Hotwire has done business - putting in nice large text what the price of a hotel is and when it fact it is not - now to only reference "the fine print" in response hereI do not think there is anything further to add on this matterI reject the response as weak and unethical and there is nothing more to be saidThis will be my last reply on the matter; all future responses will be rejected without further comment in this forum Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: When I paid for my hotel room that did not evidence it was a resort, you indicated the total cost was paid Since resort fees are mandatory and I did not know from your site that this selection was a resort, your assertion that I was paid in full was advertising since you do not disclose that mandatory fees are possible in your advertising You should list selections as hotels or resorts My bank quickly provided the refund based on your fraudulent actions I note other complaints on the web, this is an obvious legal issue that the Department of Corporations or a class action lawyer should address.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/09/10) */ September 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a refund requestWe understand Ms [redacted] is requesting Hotwire provide a refund for a non-refundable hotel reservationOn September 10, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate/reflect on August 2, Ms [redacted] accessed Hotwire.com online to self-book a reservationItinerary XXXXXXXXXXX was created for a non-refundable one night reservation at the Days Inn Hotel, LAX, in Lawndale, California, arriving August 16, and checking out August 17, The customer is stating the date of her reservation was incorrect and is asking for a full refund In researching this reservation, we were able to view the customer's booking path and confirmed the dates entered by the customer in the initial search screen were August 16, to August 17, Hotwire makes every effort to ensure that our customers have a clear understanding of their selections, and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for their review, including the final payment screenIn Ms***'s case, we are able to view that her "Trip Summary" details provided the following information and disclaimers for the customer's review prior to finalizing booking; Review and book your trip, Important information about your booking This reservation is non-refundable and cannot be changed or canceled Trip Summary Days Inn Los Angeles/LAX/Redondo and Manhattan Beach Lawndale, CA Room: Standard Room, Queen Beds Check-in: Sun, Aug Check-out: Mon, Aug 1-night stay Room 1: Adults avg./night Night $ Sun, Aug Taxes & Fees $ By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions After being provided the summary information for review, including the dates and the non-refundable terms, Ms [redacted] chose to finalize her itinerary without revisions On August 18, Hotwire contacted the hotel, to advocate on the customer's behalf, and spoke with the General Manager, ***, who refused to grant a waiver of the non-refundable clause in the bookingThe hotel has charged Hotwire in full for this itinerary Hotwire.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partnersDue to the rules and restrictions Ms [redacted] agreed to at the time of booking, regrettably, we are unable to offer a refund for this itinerary We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ January 29, [redacted] 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 Better Business Bureau regarding your Hot Rate(r) hotel reservation with Alsol Luxury VillageI understand you are dissatisfied with your recent Hot Rate hotel bookingYou feel our site led you to believe you would receive an all-inclusive reservation We at Hotwire, strive for clarity during the booking processWe provide several avenues for our customers to find information about our products prior to bookingWhen Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as an All-inclusive Property Each all-inclusive resort's amenities vary, they commonly offer extras such as free food and drinks, entertainment, land and water sports, kids' programs and gratuitiesFor a complete list of services offered by your resort property, we recommend to review the amenities shown in the search results and details The amenities we listed at the hotel were Resort, Smoke-free rooms, Children's activities, Fitness center, Pool(s), Restaurant(s), Business center, Internet access and Spa servicesI apologize for any misunderstanding and confusion regarding our descriptions After reviewing your account, I confirmed our Travel Specialist processed an exception on January 20, 2016, in the amount of CAD 2,The 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 Consumer Rebuttal / [redacted] (3000, 7, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not got my refund as the lady made me book another trip at a lower starCan I get that refunded please Final Business Response / [redacted] (4000, 9, 2016/02/23) */ February 23, [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Alsol Luxury VillageI understand after we cancel your reservation with Alsol Luxury Village, you made another all-inclusive reservation which is with Be Live Collection Punta Cana, Hotwire Itinerary XXXXXXXXXXYou are now requesting to refund that reservation as you found out the hotel was also not an all-inclusive property as we advertised We apologize for the inconvenience this has caused youI can assure you this experience is not typical of what our customers can expect when booking with Hotwire After reviewing your account, I confirmed we have also issued a full refund for the alternate reservation you booked with Be live Collection in the amount of USD RefundsTypically takes to business days and is up to your financial institution as to when the funds is available for use Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 14, [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 Los Prados Hotel from August 5, to August 7, We understand that you were looking to cancel before the chedate due to reports of bed bugs onlineWe regret any [redacted] this situation [redacted] have caused On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates and Hotwire Standard RatesFor Standard Rates, hotel details are provided prior to booking and [redacted] be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after booking After reviewing your reservation, I confirmed you booked a Hot Rate hotelFor Hot Rate hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer booksThese restrictions enable our partners to better manage their unsold rooms On the final page of the Hot Rate hotel booking process, we provide a bulleted list of the Hotel Booking Rules and RestrictionsPrior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: All bookings are finalNo refunds, changes or transfers Your account will be billed for the full amount when you book After you book, the hotel's name and address will be revealed Hotels will require a credit card when you check in; debit cards [redacted] not be accepted You'll pay the hotel directly for additional charges, like room service or resort fees Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed Sometimes amenities [redacted] be closed for the season or for renovation, though we try to show what's currently available 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-changeable With this in mind we do request that you give the supplier the chance to provide you with a clean and comfortable stayIf after you are shown your room it is not able to provide you a safe environment please give us a call and we will either work with the hotel to re-accommodate you or if they are unable to we will work to get you rebooked into a different property We did contact the Hotel and verified that you did use the reservation as booked so we will not be Issuing a refundWe regret that your Hotwire experience was anything less than exceptional Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thanks for the responseUnfortunately, it mirrors my prior experience with Hotwire Customer serviceMy issue with reviews stating there are bed bugs at the hotel are secondary to the extremely poor communication and collaboration between myself and Hotwire customer service I am not upset that Hotwire is standing behind their booking policy, in the end a policy is a policyI am upset that I was told different answers by different hotwire staff, and that Hotwire customer service generally wasted a significant portion of my day by making me wait on hold, not calling me back, etc For the record, the stay at the hotel was perfectly acceptableIt is unfortunate that reviews of their location don't accurately depict my actual experienceThe breakdown in this transaction was not with the hotel but with the booking agency Final Business Response / [redacted] (4000, 9, 2015/08/22) */ August 22, [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 Los Prados Hotel on August 5, in San Mateo, CaliforniaWe understand that you contacted Hotwire to cancel your Hot Rate(r) reservation due to bad reviews you found online regarding the hotelYou were seeking a full refund for this bookingWe regret any frustration this situation [redacted] have caused you First I would like to say here at Hotwire, we strive for excellence with our customer service and regret if we failed to do so in this caseWe train our agents to be polite, and provide accurate information in a timely mannerWe have noted your concerns and will address the issues so we [redacted] attempt to prevent this from happening in the futureHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns A review of your reservation shows that all the agents you spoke with did provide accurate informationWe reached out to the hotel, and verified there are not current bed bug issues, and confirmed the hotel does have a management plan should any issues be reported This reservation was booked as a Hot Rate(r) hotel, and it was confirmed as a non-refundable and non-cancellable reservationThis was disclosed and agreed to prior to confirmation of the reservation Because of this, we will not be offering any refund for this stay 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

November 22, [redacted] In response to Revdex.com Complaint ID [redacted] , Customer e-mail address [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your failed booking attemptI understand you are dissatisfied because of the booking that could not confirmAs such, you are requesting a reservation for the same rate that was advertised at that time At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transactionThen, those funds are set aside in anticipation of the transaction being processed which is a process in the banking industrySince your attempt could not be completed, Hotwire will not be collecting these fundsTherefore, these funds will be released back into your accountHow long this takes varies depending on your financial institutions policies To clarify, we did not find an error from our endIt shows that your bank did not authorize the transaction, therefore, the reservation could not be completed Based on the information above, we are unable to honor your price match 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, 5, 2015/11/24) */ November 24, [redacted] Street [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Hertz Rent a Car in Kona International AirportI understand you cancelled your trip to Hawaii and will no longer use your car bookingAs such, you requested a cancellation and refund Our records indicate that your reservation is a Hotwire HotRate(r) booking We are able to bring you low rates by listing them anonymously and guaranteeing to our partners that reservations will be used as booked; therefore, our HotRates(r) are non-refundable and non-changeablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use 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 supplierRegardless of whether or not the booking is used, we are charged and for this reason, are unable to refund this reservation In addition, our Terms of Use, Car Booking Rules and Regulations indicated the following information: "This booking is final (no refunds, no changes, non-transferable)." Based on that information, I am unable to honor your request for refund We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ November 17, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire 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 time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youHotwire is responding to the consumer complaint from Mr [redacted] (Revdex.com Case number XXXXXXXX) regarding a hotel reservation Our records indicate on September 25, 2015, the customer self-booked a hotel reservation using the Hotwire websiteAccommodations were at the Howard Johnson Portland Airport from September 26, 2015, to September 28, We understand from the complaint, the customer is requesting a partial refund per the cancellation policy On November 17, 2015, Hotwire attempted to contact the hotel directly to verify the information stated by the customerHowever we were unable to reach anyone and as a result Hotwire processed a partial refund in the amount of $back to the customer's original form of paymentThis amount reflects the hotel fee equal to the first night's rate plus taxesWe apologize for any inconvenience this delay [redacted] have caused 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/11/26) */ November 26, [redacted] XXXXX [redacted] Street Apt [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with Sheraton - Columbia Downtown Hotel in South CarolinaI understand that you were unable to utilize your booking because you were not completely mindful that the reservation was booked incorrectlyAs such, you are requesting a full refund We provide our customers with a final recapitulation of all the information associated with the reservation for our customers to have the ease on finalizing the booking being that there are very limited options with regards to making adjustments on all HotRate(r) bookings After reviewing your account, I confirmed that you contacted us on November 7, Because the date of contact was already past the chedate and our hotel partner was not made aware of the predicament, as per hotel policy the reservation was cancelled and it was charged fullWe might have been able to make arrangements if you would have contacted customer care before your chedateOur associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservation Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancelable and non-transferablePrior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use Based on that information, I am unable to honor your request for refund 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

September 14, [redacted] In response to Revdex.com case number [redacted] [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your recent car reservation with ***I understand your dissatisfaction stems from the additional $charge you received from the agency as a result of the changes you have made with the reservation Our records indicate you booked a Prepaid CarWith this type of booking, Hotwire makes a reservation for you with the rental car company and estimates the charges based on published rates, taxes, and feesYour account will be charged directly by [redacted] when the reservation is made Please understand, as changes or modifications was made at ***.com using the "Modify/Cancel" option, additional rental charges will be determined by themIn addition, we list in the bullet points on the billing page that any changes to the reservation may impact the rental charges In order to review any billing disputes, please send us a copy of the final receipt from [redacted] Car RentalKindly send it as an email attachment to [redacted] Once received, the review process may take seven to business days and we will reach out to you once done We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: The star rating was misrepresented and I did immediately contact Hotwire when it was reveledI asked for a different hotel or refund immediately when I saw it was not listed has advertisedIt should have been obvious to Hotwire that this was no where near a star rating going by every single review posted on their websiteThe reviews were hidden from the public and not reveled until after the bookingThis is a classic bait and switch where you did not get what you paid for Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Some information that Hotwire stated in their response is incorrect For example, my roundtrip ticket was from Washington, DC -Dulles IAD to Vienna, Austria -VIE Also, my returned flight that was cancelled was leaving from Milan, Italy - Malpensa MXP; and not from Lisbon, Portugal; and that I had to stay an additional day in Milan due to this cancellation However, I am accepting the refund of $for my returned flight as compensation for the inconvenience, distress and frustration that the situation had caused me.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ October 12, [redacted] XXXXX In response to the Revdex.com Case Number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with Valu Inn Cedar CityI understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectationsHence, you requested a refund At Hotwire, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review After reviewing your account, I confirmed that on August 21, 2015, day of your check-in, you contacted Hotwire to raise your concerns which was verified by one of our dedicated representative with the hotel front desk clerk, ***Our hotel partner was able to accommodate your concern by a change in room which you agreed toAnd we did not receive any complaints after the transfer I can assure you that this experience is not typical of what our customers can expect when booking with HotwireWe apologize for the inconvenience that this has caused youAs such, on August 29, 2015, we have applied Hotdollar credits to your account under [redacted] @gmail.comHotdollars are equivalent to US Dollars when used to book Hotwire Hotrate car rentals and any hotel reservationsHotdollars are valid for up to one year, expiring on August 29, Based on the information I gathered, I am unable to provide 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 future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I did not agree upon a room change [redacted] said there are smoking roomsI had to call Hotwire many times that nightIncluding hang ups on your end or connection losses(***) He told Hotwire that there were other non smoking rooms available which then Hotwire relayed to meWhen I went back to talk to [redacted] he said he only had smoking rooms leftI am allergic to smoke and will get migraine headaches from smelling the smokeHe asked if I had asthmaWhen I said no he preceeded to tell me that I am allergic to smokeSince I had no other option Than to sleep in a bed bug run down room or a smoking room (which possibly had bed bugs in the room since it's the same hotel)Concerned for my health and safety I left the hotel, drove to the next city at and paid for another hotelI have reciepts and evidence photos of this hotel and the otherI did not get to bed in the next hotel till 3am [redacted] is not being truthful about this situationHe just kept quoting the fact that there is a no cancellation policy over and over to me and wouldn't help me or reason with meI will not put my health in known danger from this hotel or your company Hotwire Final Business Response / [redacted] (4000, 9, 2015/10/30) */ October 30, Dear [redacted] , Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the Econo Lodge GrandYour dissatisfaction stems from the unacceptable condition of your room and due to this, you are requesting a refund We agree that 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.com.We 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 apologies along with credit of HotDollars per room per night, HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations and is valid for one year until October 16, We regret to inform you that we cannot apply any additional compensation apart from the HotDollars that were applied to your account as that is the only resolution applicable to your issue Sincerely Yours, [redacted] Customer Care Relations Hotwire Corporate Final Consumer Response / [redacted] (4200, 11, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry to hear thatThis is not acceptableI had to pay for two hotels that nightThe Valu Inn and Motel which cost me double in hotels that nightI used your service thinking I would save money and could trust Hotwire, which I found out is not the caseIt was an extremely stressful experience which cost me extra money on top of the stressPacking all my things up and Driving to another hotel in the middle of the nightThen worrying about bed bugs all over my thingsAnd now figuring out how to kill them before I get home and bring them into my homeI'm spending more money in Buying products to spray all my items and washing them and call exterminators to figure out how to kill the bugsMy trip turned out to be a nightmareSo, no I don't accept your offer of giving me $dollars to use your website againI don't trust Hotwire anymore

Initial Business Response / [redacted] (1000, 9, 2015/08/05) */ August 5, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire 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 time 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 for Ms [redacted] (Revdex.com case number XXXXXXXX) regarding a hotel reservation Our records indicate that on June 17, 2015, Ms [redacted] self-booked a nonrefundable hotel reservation using Hotwire's website, itinerary XXXXXXXXXXXThe reservation was with Best Western Butner Creedmoor Inn, Creedmoor, NC, checking in on July 3, 2015, and checking out on July 6, We understand Ms [redacted] was not satisfied with the quality of the hotel and is requesting a refund of this booking We have verified Ms [redacted] contacted Hotwire's customer service department on July 3-5, 2015, regarding this issueThe assisting representatives provided the customer with the hotel's cancellation/change policy and contacted the hotel to request a refund on her behalfThe hotel representative advised Hotwire that a refund cannot be approved 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 providersHotwire does not own, operate or otherwise run any hotelsAdditionally, Hotwire's Terms of Use, which were agreed to by Ms [redacted] at the time of booking, state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Hotwire Companies or the Hotwire AffiliatesThe Hotwire Companies and the Hotwire Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefromThe Hotwire Companies and the Hotwire Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Some hotel suppliers [redacted] require you to present a credit card or cash deposit upon cheto cover additional expenses incurred during your staySuch deposit is unrelated to any payment received by Hotwire for your hotel bookingHotwire is not liable for any costs incurred due to relocationYou acknowledge that some third-party providers offering certain services and/or activities [redacted] require you to sign their liability waiver prior to participating in the service and/or activity they offerYou understand that any violation of any such supplier's rules and restrictions [redacted] result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation While we regret Ms***'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 of this booking We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire never told me that the hotel was not going to give a refundThey told me they would relocate me to another hotel and I would not have to pay any elseI was told that I woget a email with information about the new room from the I spent over hours on the phone with this agent that said he was a superHave my phone records to show that callWhat they did was give my credit card information to the new hotel to pay for that room, without any permissionNever sent said email confirmation that I was told I would getI am now out of over ,$for days in NCI will never deal this company or there affie anymoI would like a refund for the night s not spent at the Creedmoor..This is only fair Final Business Response / [redacted] (4000, 15, 2015/09/10) */ September 9, 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 A full refund of the original hotel booking in the amount of $was issued by Hotwire on September 9, 2015, back to the original form of payment, as a one-time courtesy exceptionThe time it takes a refund to post to Ms***'s account depends on how quickly her credit card company processes refunds, generally within 3-business days 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 22, [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 Hollywood [redacted] I understand you are dissatisfied with your hotel reservationAs indicated in your letter, the recommendation percent advertised at the time of booking was different on the recommendation percent of the same hotel on our websiteAs such, you requested a refund Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as booked The recommend percentage for Hot Rate® and retail hotel bookings can be different as the experience, starting with the booking process all the way through to the rate paid for the room, is differentThe recommended percentage data we provided at the time of booking was the data available for travelers who stayed at this hotel via the Hot Rate® booking option 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] for further review Based on the information above, I am unable to honor your refund requestWe appreciate your business and regret your Hotwire experience was anything less than exceptionalBest Regards, [redacted] Customer Care Relations Hotwire Corporate Office