Hotwire

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 me ADDITIONAL POINTS: Complaint: [redacted] I am accepting this response because: There appears to be a really big misunderstanding My family obtained the reservations based upon the fact that hotel rooms were selling out at a very fast rate So, based on a number of known factors, (1) Ronald McDonald House has never been able take anyone, except children with cancer, immediately in to their rooms (2) I needed to provide a safe and healthy location for my daughter to recuperate The message I just received from Hotwire,com via Revdex.com does not speak my family's situation We did travel to the Days Inn and we did begin our stay on July We arrived on July 2017, around CDT (Central Daylight Time) And when then departed Days Inn on July I re-confirmed our departure date with [redacted] (the manager at the Days Inn) today, July 2017, at (CDT) Attached is the current document which notes continued appointments after our departure date on July This document has the doctors phone number: [redacted] The doctor's name: Dr [redacted] My apologies if there has been some miscommunication.NOTE: I will also respond to via the e-mail address provided by Hotwire.com Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The form letter response from Hotwire shows that they did not clearly read my complaint and is indicative of their previous responses They state that they want so show "clarity" in their pricing They did not The price quoted INCREASED after I selected confirm and I was NOT given the opportunity to reject the increase This is a deceptive marketing practice and goes against their stated response They increased the price without any opportunity for me to decline the increase and in fact charged an amount that was higher than their quoted rate The attachments, obtained by pressing the "back" button on the browser shows that the rate increased from when I was originally quoted to the confirmed rate As stated, the rate went up by $WITHOUT THE OPPORTUNITY TO REJECT THE INCREASE This is contrary to the stated response from Hotwire I am not satisfied with their response and it is factually incorrect and just a standard boiler-plate response to any question.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ February 2, [redacted] St [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 Better Business Bureau, regarding your reservation with Trade Winds Inn ClintonI understand your dissatisfaction stems over the quality of your recent hotel bookingAs such, you requested a refund or a credit for the time you spent on dealing with Hotwire 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 at X (XXX) XXX XXXX for further review Upon reviewing your account, I confirmed a contact was made to Hotwire on January 10, to share your concernsOur travel specialist contacted the hotel's front desk who stated they will provide an alternate roomI learned you did not accept the room as you feel it would have the same issueAs a result, we provided HotDollars for the experience After further investigation, we have decided to remove the Hotdollars we appliedInstead, we have issued a full refund of your reservation amounting to $Refunds typically takes 1-business days and is up to your financial institution as to when the funds will be available for use We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ July 17, [redacted] East [redacted] Street [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Thank you for the opportunity to address your concerns, as sent through the Better Business Bureau, regarding your car reservation with Hertz for January 10, We understand that you are requesting a refund due to not picking up the rentalWe regret any frustration that [redacted] have occurred Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security We understand that you filed a fraud report with us on April 9, Hotwire takes fraud and falsification of fraud very seriously, and is willing to prosecute to the fullest extent of the lawAfter reviewing your account, we have found that Risk Management has finished their investigationRisk Management has decided that the decision to close your account is final and there will be no compensation We appreciate your business, and regret that your experience with us was anything less than exceptional Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) If risk management has finished he investigation why have I not yet received a refund? I haven't received any information about any of this since I first addressed it back in April, no call, email or mailThis has not resolved anything as I am still being charged $ Final Business Response / [redacted] (4000, 9, 2015/08/05) */ August 5, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Miss [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with Hertz in Jacksonville, Florida on January 10, We understand that you are claiming this was a fraudulent chargeAs such you are seeking a full refund for this reservationWe regret any frustration this situation [redacted] have caused Hotwire's Terms of Use indicate user access to all or part of the Hotwire Web site [redacted] be terminated or suspended at any time, without notice and for any reasonBy accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of UseIf customers do not agree with any part of those Terms and Conditions, we advise they must not use the site Due to the sensitive nature of the information our Risk Management team handles, once they deactivate an account, they are the only ones privy to the case and our agents are unable to provide any detailsWe apologize and understand that this can be inconvenient at times, but would like to assure you it is in the best interest of our customer's security As previously mentioned by our Customer Care agents, going forward, any future booking attempts on Hotwire.com will be blocked by Risk ManagementAll further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX) XXX-XXXXThey do not take inbound calls, but if further information is necessary for their investigation they will be in touchAt this time they have indicated they have completed their investigation, and no compensation is due 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, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was handledIt says the investigation is complete yet I still have yet to recieve a refundI would have no problem paying if I would of rented a carI did not and have confirmed with the rental agency no car was ever picked upWhy has it been this long and still not one response from hotwire other than this that says they're sorry for my troublesI just want my refund

Initial Business Response / [redacted] (1000, 5, 2015/08/01) */ August 1, [redacted] Dr [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Dear Mr [redacted] Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your recent booking with HotwireYou state in your correspondence that the hotel cannot find your bookingWe regret any frustration this situation [redacted] have caused The information you have provided in your letter to Better Business failed to access a Hotwire account, Please provide us with the email address you used to make this booking, the name of the hotel, the dates booked, the Itinerary number (if you have it), or the phone number you listed on the hotwire account, to assist me in accessing your Hotwire account We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried several times to talk with them on the phone.They either hang up or put me on hold & forget about meThis company doesn't want to work with me on giving me a full refundI am done dealing with themI just want my money back Final Business Response / [redacted] (4000, 9, 2015/08/06) */ August 6, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mr [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your Hot Rate Hotel booking at the Econo Lodge Inn & Suites MiddletownSpecifically, you are stating that the hotel did not have your reservation when you arrivedAs such, you are requesting Hotwire provide you with a full refund totaling $We regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Due to your concerns regarding the state of your booking we have reached out to the Econo Lodge Inn & Suites Middletown and have confirmed that during the dates of your stay the hotel was unable to locate your reservationIn the future if you have any concern regarding a Hotwire reservation please call our hour customer care team at 866-HOTWIRE (XXX XXX-XXXX) so that we can address your concerns immediately Based on the information above we have provided you with a full refund of $as well as applying Hot Dollars to your accountThese Hot Dollars can be used for any Hot Rate Hotel or Hot Rate Car reservation and expire on August 5, We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Final Consumer Response / [redacted] (2000, 11, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 as sent through the Revdex.com regarding your Hot Rate® hotel reservation with [redacted] ***I understand you are dissatisfied with your recent booking, specifically with its star rating, as the property you receive is not listed as examples in our websiteAs such, you are requesting a refund Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelTo determine Star Rating, Hotwire first incorporates Expedia’s star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedbackWith our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the “right” star rating for a particular hotel We strive for clarity in our web siteUpon selecting a Hot Rate® option, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listedWe clearly call out on the Web site hotel brands featured in the Star Ratings Guide do not represent Hotwires complete offering of hotel partners in this star rating categoryAllow me to assure you, it is never our intention to mislead our customers In addition, regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help 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 website, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate® reservations 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 Based on the above information, I am 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 Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 3, [redacted] Street ***, [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hotel Nikko San FranciscoWe understand from your letter that you do not feel you were treated fairly by HotwireWe regret any concern or frustration this [redacted] have caused From the notes on your account, I see that you contacted us on [redacted] 23, 2015, requesting that you be assigned a room with two beds for your reservationOur agent then attempted to contact hotel on your behalf to make the requestThe agent was unable to reach someone at that timeOur records do not show any further contact All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you indicated at the time of bookingWe do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodatedOur partners will do their best to make your stay as comfortable as possibleBased on the above information, the hotel is within guidelines to assign a room with one bed for two guestsWe are happy to make these requests on your behalf, but we cannot guarantee you will be assigned a room with two beds when booking for only two guests 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 HotwireHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We have the opportunity to better serve your travel needs in the near future Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is very unfortunate to hear "we tried but where not able to reach out to someone" I specifically booked with hotwire to be assisted with my travel arrangements not to be left out stranded with a problemI could have gone straight to a hotel and book it with with them directly instead of having a middle man that does not offer any solutions to its clients in case of a problem that [redacted] ariseThis type of customer service is totally unacceptable and I will make sure social media knows what I have been thru with hotwire so other people and their families do not get stranded like I did Final Business Response / [redacted] (4000, 9, 2015/06/18) */ June 18, [redacted] W [redacted] St ***, [redacted] XXXXX RE: Revdex.com Case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear Mr [redacted] : Thank you for the additional opportunity to address your concern as sent through the Revdex.com, regarding your booking with the Hotel Nikko San FranciscoWe understand that you do not agree with the response previously given concerning the situationWe regret any concern or frustration that [redacted] have caused From the notes on your account, we see that you contacted us on [redacted] 23, 2015, requesting that you be given a room with two beds for your reservationOne of our agents attempted to contact the hotel on your behalf to make the requestThat agent was unable to reach someone at the hotel at that timeOur records do not show any further contact All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you indicated at the time of bookingWe do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodatedOur partners will do their best to make your stay as comfortable as possibleBased on the above information, the hotel is within guidelines to assign a room with one bed for two guestsWe are happy to make these requests on your behalf, but we cannot guarantee you will be assigned a room with two beds when booking for only two guests 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 HotwireHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We hope to have the opportunity to better serve your travel needs in the near future Sincerely, [redacted] Hotwire Corporate Customer Relations Final Consumer Response / [redacted] (4200, 11, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is this the way you guys as a company treat complaints against you guys? This is still totally unacceptable it does not change the fact that you guys don't care if we as a customer complaint or not

Initial Business Response / [redacted] (1000, 9, 2015/10/22) */ October 22, [redacted] Avenue [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation at Rodeway Inn Atlantic CityI understand you are dissatisfied with your recent Hot Rate hotel bookingYou felt that we mislead you on the hotel quality Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceAt Hotwire, 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 star rating, 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 at 1-866-HOTWIRE (XXX-XXXX) for further review We have contacted Rodeway Inn Atlantic City and confirmed that you stayed and used your booking and that no complaint was raised with the hotel's management during your stayPer 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 Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response from the company because it is completely falseThey state I stayed in the hotel for the offer but that is I did not stayI never checked in to the hotel and they cannot have proof that I did in any wayI was upset at first with the misleading deal that caused me to lose money in the end now I am frustrated because Hotwire is being completely dishonestI hope to see my argument come into consideration and hope to see the company perish and crumble because they are trying to hide their schemes through lies and advertisement Final Business Response / [redacted] (4000, 15, 2015/11/17) */ November 17, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary number XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Rodeway Inn Atlantic CityI regret you remain dissatisfied with the handling of your situationAs stated in your letter, you did not stay at the property and the quality fell below your expectationsAs such, you requested a refund As previously mentioned, 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 at 1-866-HOTWIRE (XXX-XXXX) for further reviewBecause contact was not made to us before leaving the hotel property, please understand our options are limited After further review, I confirmed that on August 29, 2015, you agreed to book a star hotelRegardless of whether or not the reservation was used, we were charged for the bookingPer the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferablePrior to completing this booking, you agreed, understood and accepted the Terms of use Based on the information above, our decision to not refund your reservation is final We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ October 12, Revdex.com serving San Francisco Bay Area and Northern Coastal CaliforniaComplaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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] Fritter (Revdex.com case number XXXXXXXX) regarding a flight reservationWe understand the customer is requesting a refund for their flight reservationOn October 12, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on August 26, 2015, the customer self-booked a non-refundable flight reservation, itinerary number XXXXXXXXXXX, on the Hotwire websiteTravel was departing September 8, 2015, on Air France, from San Francisco, California to StPetersburg, Russia and returning on October 3, We can confirm the customer contacted us on September 5, 2015, requesting a refund and was advised of the change and cancel policies set forth by Hotwire and Air France Upon researching this matter, we can confirm the customer agreed to the fare rules upon purchase, which advised the tickets were non-refundable, non-exchangeable, and nontransferableAdditionally, No flight or route changes were permitted Hotwire serves as a third party intermediary 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 vendorsAs Air France was the merchant of record and the company that charged the customer's credit card, Hotwire is subject to the rules and restrictions of the vendors whose services we sellWe act only as an intermediary for their product and do not have the authority to override or to change their policiesBased on Air France cancellation policy and terms and conditions agreed upon, we are unable to provide a refund of the flights On October 12, 2015, we advocated on the customer's behalf with Air France and were advised as the tickets were the most restrictive type of fare, they were nonrefundable, nonchangeable, and nontransferable; no refund was authorizedAir France did state the only exemption to this policy would be in the event of the death of the passenger [redacted] family memberHotwire was advised the customer tickets are now lost value We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is very disappointing to see that Hotwire is VERY unprofessional in handling cancellations for customers with extenuating circumstances As a frequent Hotwire customer in the past - I know now, I should NOT be ever using HOTWIRE again!!! First, NO voicemail was left on October by Hotwire, as the company states Second, we been offered previously a full refund as a credit with Air France, which is NOT to our satisfaction We request once again a FULL refund credited back to our way of payment for the trip Thank you, [redacted] (XXX)XXX-XXXX Final Business Response / [redacted] (4000, 11, 2015/11/03) */ Nov 2, Revdex.com serving San Francisco Bay Area and Northern Coastal CaliforniaComplaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] 's complaint and after giving the matter our full consideration we stand by our previous decision and are unable to accede to Ms [redacted] 's request of a refund As stated previously, Air France was the merchant of record and the company that charged the customer's credit card, Hotwire is subject to the rules and restrictions of the vendors whose services we sellWe act only as an intermediary for their product and do not have the authority to override or to change their policiesBased on Air France cancellation policy and terms and conditions agreed upon, we are unable to provide a refund of the flights Fare rules and refund policies are solely governed by Air France themselves and Hotwire does not have authority to override or modify their policies, as Hotwire is a third party travel intermediary Upon researching this matter, we can confirm the customer agreed to the fare rules upon purchase, which advised the tickets were non-refundable, non-exchangeable, and nontransferableAdditionally, No flight or route changes were permitted Our records indicate the customer has been advised of Air France's change and cancel polices on several occasions, including during a call on September 5, As previously stated, we advocated on the customer's behalf with Air France and were advised as the tickets were the most restrictive type of fare, they were nonrefundable, nonchangeable, and nontransferable; no refund was authorizedAir France did state the only exemption to this policy would be in the event of the death of the passenger [redacted] family memberHotwire was advised the customer's tickets are now lost value 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, 13, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is VERY disappointing to realize that companies are so insensitive these daysIt is too sad that a person with medical emergency has no protection for being careful with their healthIt is devastating to hear that elderly people have their money taken like that, and there is nobody to protect their rights I guess at this point, we'll take the credit offered to us earlier with the Air FrancePlease instruct us on how to use the credit in the future In a future, we'll make sure to NEVER use intermediaries for any flight/hotel/car reservations! They ONLY like to profit and not to take responsibility for anything We are VERY disappointed with the encounter with Hotwire! Thank you

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ August 20, [redacted] XXXXX [redacted] Lane [redacted] XXXXX Re: Case # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Ms***, We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Alamo on August 20, in Cleveland, OhioWe understand that you received an advertisement showing the prices dropped after your booking, and you rebooked, but the wrong times were selectedAs such, you are asking to cancel the incorrect reservation for a full refundI regret any confusion encountered in the booking process When doing a booking with Hotwire, you are asked to provide the booking details for the reservation, including dates, times and pickup/drop off pointsHotwire asks that you review this information, when you provide the billing informationIn order to complete the booking, you selected a box stating you read, understood and accepted the Terms of Use described above After review, we have determined we will make a one-time exception for this reservationHotwire has processed a refund of $on August 20, The funds have been returned to the Visa ending - [redacted] used at the time of bookingThis process will be completed in one to two business daysFor more information on when your financial institution will make these funds available, please contact them directly 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 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 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) Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) A full refund has been received, thank you

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

July 27, [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 Fort [redacted] r Hotel and Conference CenterI understand you were promised a refund once you booked a new reservation from your endAs such, you requested a refund of the original reservation Please allow us more time to look into this matterOnce we have completed the investigation, we will reach out to you with a resolution 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, 2015/06/22) */ June 22, [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms***: Thank you for the opportunity to address your concerns sent through the Revdex.com, regarding your hotel reservation at Ramada Louisville East, in Shelbyville, Kentucky checking in April 24, We understand that you made multiple bookings on multiple accounts and are requesting the other hotel refundedWe regret any frustration this [redacted] have caused Having doing some research, we found that you did have two different hotel bookings for the same dates, one at the Ramada Louisville East and the other at Quality Suites La GrangeWe found that the bookings were made on two different accounts, which is why we didn't initially find the second booking At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and typically unable to cancel, make changes or issue refunds In this case we will not be honoring your request for the refund, due to the bookings having been made on different accounts If you have any further questions, please feel free to contact us at 800-HOTWIRE (XXX-XXXX) Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was both charged to my banking account I was informed by Hotwire that the quality inn in Lagrange ky was not available to chose another hotel hence why I went to shelbyville which was mins out of my wayI tried several times to speak to your reps at Hotwire and they refused to let me speak to a manger and each person gave me different explanations on how to handle the matter and different excuses as to why this happenedFor days I followed there advice then when I asked to speak to a manager or someone in the department to help me they told me those were "no talk" centersWhat kind of business doesn't take care of customer complaints? I was told that the quality inn was full and my card would not be charged which is why the ramada was bookedI did not authorize my card to be charged to the quality inn especially after I was told it was fullI do NOT understand why this isn't being refunded and I have been told by my bank as well that there are a lot of issues like this with HotwireI would like a refund I won't settle for this not being hot wires mistake especially after the way I've been treated and this has been handledNot to mention how is one night in Lagrange my something dollarsI was charged that once and something the same daySo tell me how two room is in small town KY Final Business Response / [redacted] (4000, 9, 2015/06/28) */ June 28, [redacted] PO Box [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Dear Mrs***: We are writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation at the Ramada Louisville EastSpecifically you are stating that this hotel was overbooked and you were advised to try making another reservation and that you did not authorize the charges made; as such you are requesting that we refund you for all of your chargesWe regret the continued frustration and inconvenience this situation created, and appreciate the time you took to express your concerns All of your successful and attempted bookings on both of your accounts have now been looked into and it has been confirmed that at 8:31am PST on April 24, there was a failed attempt to make a reservationAt 8:45am PST on the same day you made a successful reservation for the Quality Suites La GrangeAfter your successful booking you logged into another account and made a second successful booking for the Ramada Louisville at 8:46am PST on April 24, In your correspondence with us through the Revdex.com you state that the Quality Suites La Grange was overbooked and that you were advised to make a new reservationWe have reached out to this property and have confirmed with the front desk that they were not overbooked for your dates of your stay As stated previously we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the hotelRegardless of whether or not the reservation is used, we are charged for the booking and will not cancel, make changes, or issue refunds Due to our previous correspondence and the information provided above we will not be providing you with your requested refundWe regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Final Consumer Response / [redacted] (4200, 11, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not approve that charge for the quality inn it should have never been tried a second timeIf you refuse to refund me then I will have to look into other ways to resolve this matterI have all correspondence from the dealings with your customer serviceOnce it refused the first reservation I was logged out and reserved one at the ramada not to mention your rates are way more expensive then if I directly book through a hotel! There was never a second attempt at the quality inn done or approved by meThe way hot wire does business I have no idea how you are still in businessBut I guess that's what you get from a moral-less companyIt would be different if I approved it and just didn't show or tried to cancel but that isn't the caseYou can obviously see that through out your researchI will be sure that myself , my company ( which is a major construction company who always uses Hotwire) will no longer be doing soSnce I'm sure your don't mind losing customers since your such a big corporation it doesn't matter to you but I actually work hard for my money and I'm an extremely honest person will morals , it's obvious Hotwire doesn't employee that typeThanks for your time and wasting mine along with taking my money for HOtWIRES screw up

Initial Business Response / [redacted] (1000, 9, 2015/09/19) */ September 19, Revdex.com Hotwire - Alaska, Oregon & Western Washington 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 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 complaint #XXXXXXXX) regarding the possible site error encountered and refund request Our records show on August 26, 2015, Ms [redacted] self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX, with a travel date as September 2, from Traverse City to San Antonio for a total of $We understand from Ms***'s complaint, when ticket was purchased a glitch was encountered that switched the travel cities, customer requested flight from San Antonio to Traverse City not what was bookedThe customer is requesting a full refund for the amount paid due to site error Upon researching the customer's complaint, we can confirm via the actual booking path taken by the customer, on the search page Ms [redacted] selected travel from Traverse City to San Antonio on September 2, The customer selected a flight and was given the trip review page that showed flight requestedWe can also confirm, the customer proceeded to the payment page were again it provided trip details as Traverse City to San Antonio on September 2, for a total of $261.56, payment made and booking confirmation was given Hotwire makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***'s refund request 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, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) of course that is what happened! hotwire is correct! but only because they have it set up (rigged) to that, if you back page & start over with a new date in which you want to leave, customers are only thinking you are changing the date only! not to go further back up and have to adjust the "switching" you have to do as well as keeping up with making sure they dont switch the to & from on me again (destination)with travelocity or any other site you dont have this problem! my daughter said, the same thing happens to her! not just me! you have to be very careful that they dont reverse the from & to section in the process of finding the right dates!! they can make it so that it dont reverse itself! thats wrong & they know it! I called immediatly after I saw what their site did to me & they just said, sorry mam no refunds, it was my problem!! THATS NOT HOW YOU DO BUSINESS!!! I would have expected better from hotwirevery shady, I have a heart condition & cant handle this type of heartlessness:( Final Business Response / [redacted] (4000, 13, 2015/10/07) */ October 7, Revdex.com Hotwire - Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case XXXXXXXX.) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Hotwire's goal is to provide an exceptional customer experienceThe customer stated she there was a glitch on the Hotwire.com page and the booking path was rigged to create an error so a refund cannot be given After further review of Ms***'s complaint, we can confirm that at the time of self-booking the reservation, Ms [redacted] was given the full details of her reservation before payment was made and reservation could be confirmedMs [redacted] then proceeded to book the reservation We're sorry that Ms [redacted] had a less-than-satisfactory experience during the calls into HotwirePlease be assured that comments such as yours help us ensure agents are receiving the proper training needed to assist each and every customer and your feedback will be forward to the proper channels Hotwire continues to stand by our original replyWe maintain that Ms [redacted] was provided all the reservation details such as travel dates and destinations to be reviewed before payment was made Again, 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, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) if hotwire will not refund my money then I want this publicly known how their website works! I want the public to see step by step what happens to them as they try to book a flight on their site & watch how sometimes if not all the time how it automatically conveniently changes destinations on you while attempting to purchase a ticketi cant believe how they have to stoop so low as a way of making money! & no remorse @ thatwhats next?

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ July 2, [redacted] CT [redacted] XXXXX RE: Revdex.com Case # XXXXXXXX Hotwire Itinerary # XXXXXXXXXX Dear Mrs [redacted] : We are writing in response to your correspondence with Hotwire and the Revdex.com regarding your car reservation with Hertz at the New York John F Kennedy International AirportSpecifically you are asking for us to refund you $because you do not know what that charge is forWe regret the frustration and inconvenience this situation created, and appreciate the time you took to express your concerns Upon reviewing your itinerary we have found that the car reservation made was for days at $per day and had tax recovery charges and fees of $93.99; this brings the total for this car reservation to $ You mentioned that Hertz did charge you an additional $98.82, because of this we have reached out to confirm what these charges were forHertz has advised that this total includes a damage waiver, insurance, and fuel charges that were acknowledged and approved by you during your reservationIf these do not sound familiar we recommend you reach out to Hertz for clarification regarding these additional charges While reviewing your account we found that our hour customer care team was not contacted about this reservationIn the future if you have any questions or concerns please call us any time at X-XXX-XXX-XXXX so that we can address your concerns immediately Based upon the preceding information we are not going to honor your request for a refund totaling $We regret your Hotwire experience was anything less than exceptional and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/17) */ January 7, [redacted] E [redacted] Road Apt [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Outrigger Royal Sea CliffI understand you are dissatisfied with your recent hotel reservation as the hotel charged you additional $for cleaning feeAs such, you are requesting a refund We strive for clarity during the booking processOn the final billing page, we present a bulleted list of Hotel Rules and RestrictionsWithin those restrictions the following statement is provided: "You'll pay the hotel directly for additional charges, like room service or resort fees." In addition, cleaning fee might be part of incidentalsThose rules and restrictions are part of the Hotwire Terms of Use you agreed toOur Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as the resort feeRather, we can only mention there may be a charge as stated on the final billing pageBased on the information above, I am unable to honor you refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whether or the correct room rate could be disclosed before the web transaction actually is completed does not change anything on the fact that you grossly misrepresented the expected room rate in your quoteWe are not looking at "peanuts" that would adjust the rate by only small amounts but at a huge surcharge, which completely INVAIDATES THE COMPETITVE BID AGAINST OTHER HOTELSIf for whatever reason you feel unable to quote the correct rate even APPROXIMATELY, you should not even make such a bid at first placeYour assertion that this sales practice is required to "guarantee the lowest rate" is invalid and a fallacySuch huge surcharges are also not covered by any sufficiently detailed "terms and conditions"This shoddy sales practice only equals to hoodwinking prospect customersMy claim for re-imbursement still stands Final Business Response / [redacted] (4000, 9, 2016/02/05) */ February 5, [redacted] XXXXX 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 the hotel Outrigger Royal Sea CliffI regret you remain dissatisfied with your Hot Rate(r) Hotel, as the property imposes a cleaning fee of $ Our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest ratesIn order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as parking fee, cleaning fee and any associated feesRather, we can only mention there may be a charge as stated on the final billing page If a hotel has a mandatory check-out cleaning charge, it is treated as any other incidental and is not included in your Hotwire rate (i.eroom service, phone calls)Any fees incurred must be paid directly to the hotel, usually at check-out time At Hotwire, we strive for clarity on the Web siteDuring the booking process, we provide the following disclosure at the bottom of the - Mandatory check-out cleaning charge $75-studio, $- bdrm , $- bdrm, $- 2/bdrm w/loft plus a general excise tax of 4.166% charged at checkout As such my decision remains unchanged, and I am unable to honor your request for refund of cleaning fee We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) aI re-checked a few "hot offers" in your site and did not see a single example in which the costs of non-optional incidentals were disclosed - even approximately - and most importantly BEFORE committing the transaction (not just in some transaction confirmation page and small prints)Thus, the real costs are NOT disclosed, even approximately, BEFORE the transaction is committed, which shows that the your more general reference above, "during the booking process" (that is, before committing transaction) is misleading bIn my case, the "room cleaning fees" were collected at check-in, not at checkout cDue to the amount of the surcharge in question your quoted price in the pre- commitment pages is grossly misrepresentedThis is not just a minor surcharge that could be viewed as "peanut" that does not warrant a complaint such as this oneThe competitive offer against other hotels is invalid and and represents another example how your company hoodwinks its customers cIn your previous reply you obviously evaded these finer details in my line of arguments and resorted to apparently delivering pre-formulated rebuttals and replies

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 24, [redacted] Way [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 Lindner Hotel Prague Castle in Czech RepublicI understand you are dissatisfied with your recent hotel booking because of the error you received when trying to apply the $discount published on our website At Hotwire, we provide our customers with a final recap 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 have verified that the reservation was booked October 22, and the BDAYpromotion code expired October 21, We strive to provide all the information needed by our customers about our great deals and promotions to avoid any confusion or errorsThe communication of the promotion sent through email indicated the start date and end date of the promotion Based on that information, I am unable to honor your request for the $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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response because on October 22nd the promotion was posted on their front page of their websiteIf this is invalid they should remove it from the siteit is bait and switch home page said off and I get to checkout and it doesn't work Final Business Response / [redacted] (4000, 9, 2015/12/15) */ December 14, [redacted] XXXXX 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 reservation with Lindner Hotel Prague Castle in Czech RepublicI regret you remain dissatisfied with the handling of your situationI understand you disagree with our previous response as you indicate that the promo was still published on our website on October 22, As previously mentioned, the BDAYpromotion code was only until October 21, As we strive clarity on our website, we are confident that this promotion was no longer published after October 21, We remain confident our business model is meeting the needs of our company's goalsWe do place great value on your feedback and will forward your comments for possible future improvements to the Web siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect Based on the information above, our decision to not honor your $refund request remains unchanged We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Saying you are confident it wasn't there is just an excuseI would guess you didn't even confirmThe bottom line is it wasI saw it on two different platformsYour mobile app and the main website that day

February 28, [redacted] NY [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 HertzI understand you are dissatisfied with your recent car booking because of not being able to receive a refund from Hotwire after you returned the car to Hertz where they allowed the refund We apologize for the inconvenience this has caused youPlease be informed, we are trying to communicate Hertz to verify your situationAt this time we have not received a response from themWe will continue to look into this matter and allow us more time to get this resolved Should you have questions, you may reach us at (415) [redacted] We are open Monday to Sunday from 7:AM to 9:PM PST We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

August 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 Better Business Bureau regarding your Hot Rate® hotel reservation with Extended Stay America - Seattle - Bothell - WestI understand you are dissatisfied with your recent booking because of the kind of breakfast you were providedAs 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 tahe 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 At Hotwire, customers can choose the place they want to stay based on the amenities that best suit their needs, such as Free BreakfastWe recognize you were dissatisfied with the breakfast provided by the propertyPlease understand, how this will be provided to their guests is already depending on the hotel’s discretion Additionally, in order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and other amenity descriptionsThis would break our agreement with our partners to keep them anonymous until the booking is completed Based on the information above, I am unable to honor your refund requestWe appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards, [redacted] Customer Care RelationsHotwire Corporate Office

June 20, [redacted] N 42nd St Tampa, FL In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] ***I understand you are dissatisfied for not being able to receive the amenities we listed at the time of booking Our records indicate that you booked a Hot Rate® hotelIn Hot Rate® bookings, the general vicinity, star rating, and price of the hotel is revealed to the customer, but the specific property is not revealed until after booking is completedThrough this method, Hotwire is able to offer deeply discounted rates to our customersIn exchange, we guarantee to the hotels with which we do business that the reservations we make will be used as bookedFor this reason, Hot Rate bookings are non-changeable and non-cancellableAt Hotwire, we strive clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needsIf an amenity is listed, customer can expect it in the hotelUpon review, I confirmed the hotel reservation you booked was advertised as an all-inclusive hotel Upon review, I confirmed that on May 8, We attempted to contact you which routed to your Voice Mail boxWe left a detailed message and we informed you that we will reimburse whatever the amount you will have to pay to get an all-inclusive stay Based on that information, kindly send us a copy of your receipt showing your additional charges at the propertyKindly send it as an e-mail attachment to [redacted] Please be advised, the review process may take seven to ten business days and we will get back to you once completed In addition, please understand, we are unable to honor your full refund request as your reservation was fully utilized Again, thank you for bringing this to our attentionWe appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office