Hotwire

Complaint: [redacted] I am rejecting this response because: As shown in the company's response there is no warning that a pet fee would apply to any hotrate hotelInstead in the amenities it shows the hotel as pet friendlyAs someone who does not travel with a pet much I am not aware of a pet feeA simple warning that additional pet fee may apply somewhere would give enough warning but as seen in the Company's response it is just a vague resort fees, which does not trigger one to think that would include a pet feeWhen I got to the hotel at 11pm that night there was nothing I could do about it, either continue driving and possibly fall asleep at the wheel or go around trying to check with other hotels in a city I am not familiar with after 11pm when I have hours I need to drive the next dayI usually always use hotwire (with my [redacted] .net account), this time we booked it with my wife's account, but now I will never use hotwire again and never recommend hotwire to anyone unless this is resovled Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ October 15, [redacted] Dr [redacted] , [redacted] XXXXX In response to Revdex.com Case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , This is in response to your correspondence with Hotwire and the Better Business Bureau regarding a hotel reservation in Atlanta, GeorgiaI understand you are dissatisfied with your recent booking as you believe our representative did not book the correct location During the booking process our representatives ask our customers for approval if they agree with the booking results prior to authorizing the customer's method of paymentOriginally you requested the Perimeter Dunberry area, but the rates were high in this area and our agent expanded the searchWe then offered a rate in Perimeter Center area which you accepted and agreed to during the booking process Based on the information provided above, I am unable to honor your request to refund your reservation Sincerely yours, [redacted] Customer Care Relations Hotwire Corporate Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the Revdex.com because the information is not correctWhen I requested the Perimeter area, there is only one area titled PerimeterPerimeter consist of Sandy Springs/DunwoodyWhen you choose that area, that is the Perimeter areaThe rates were never to highShe gave me the rates for several areas before we proceeded, and I chose the Perimeter areaThere was never a discussion of rates being to highI knew which area I wanted before I made the call to the Hotwire agentThe area that was chosen was not the area I bookedIf they would have called the hotel that was given to me when I called back to complain, they would've know that it was not the correct areaBut instead, I constantly spoke to reps that were very rudeThe Customer Service alone was very unprofessionalThe hold times were ridiculous, as I was on hold for over minutes before the rep hung up on meI have never had a problem booking through Hotwire beforeI never have complained about a bookingI have spent a lot of money booking through Hotwire as my records should prove thatI have been a loyal Hotwire CustomerI think they should honor this mistake and refund me the $that I spent for the wrong booking Final Business Response / [redacted] (4000, 9, 2015/11/19) */ November 19, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with Wyndham Atlanta GalleriaI regret you remain dissatisfied with the handling of your situation To clearly understand the matter, I reconfirmed by pulling up a search in Perimeter area in GeorgiaI verified that there is only one area called "Perimeter, Georgia" which consists of Sandy Springs and Dunwoody As previously reviewed by [redacted] , we listened to the call and captured that you agreed to complete the rebooking processAs the agent informed before completing the reservation, per Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable Based on the above information, our decision to not refund your reservation remains 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, 2015/09/02) */ September 2, [redacted] X [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns, as sent through the Revdex.com, regarding your reservation with the hotel Go Sleep Hotel-HankouWe understand that you are requesting a refund for this reservation due to it not being similar to Hilton or SheratonWe regret any frustration this [redacted] have caused Please understand that there is no standardized star-rating system nationally or internationallyAs such, we start with Expedia's star-rating and then adjust the rating based upon reviews from Hotwire customers after they have completed their stayBased upon the surveys completed, this property has been given a rating of starsWe do see that our customers have rated the condition of hotel 4.0, room cleanliness score of and quality of service score We are confident that our star rating is correct for the Go Sleep Hotel-Hankou Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIn the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-(HOTWIRE)Our associates are available 24-and are dedicated to answering any questions you [redacted] have before or after you make a reservation When creating a booking, we do list examples of the types of hotels that a customer can expect at all star ratingsWe typically use chains that a customer will recognize, though we do not guarantee that you will get one of the specific examples Based upon the above information, we will not be honoring your request for a full refundWe regret your Hotwire experience was anything less than exception and look forward to assisting you with your travel needs in the future Best Regards, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) UnacceptableYou only provided two hotel names for comparisonYour star rating I understandI did not mention anything about star ratingsI will NOT contact your number because your service is NOT DEDICATED to resolving any issuesYou don't need to refund if you cannotYou will upgrade me to the hotel you promised at the time of booking which is "Similar to HILTON OR SHERATON"And I would like a formal apology from [redacted] , your "dedicated" customer service agent who hung up on me

Complaint: [redacted] I am rejecting this response because: They wont tell me why I am "banned"Horrible customer service and I wouldn't use them any further anyways Sincerely, [redacted]

Hello, Yes, finally we did receive it two days ago Thanks very much for your help Best, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with the Mystic Dunes Resort & Golf ClubWe understand that you are unhappy with the results of your recent Hot Rate(r) booking and are asking to have your reservation changed to a different propertyWe regret any frustration this situation [redacted] have caused During your Hot Rate(r) Hotel search, we provide you with as much information up front as possible to assist you in choosing a hotel without revealing the hotel's exact nameBy revealing the hotel name and street address after you confirm your reservation, our partners are assured their anonymity, and you are guaranteed the lowest rates availableWe also offer a list of hotels that are typically included in the star rating you have selectedWe clearly disclose the hotels listed are examples, not a guaranteeWe also provide the name of the last hotel obtained for a Hot Rate booking in the area, with the same star ratingIf different amenities or rates are chosen, it will not be the same property as in your booking At Hotwire, we obtain the deeply discounted Hot Rates in exchange for guaranteed payment to our partners, whether the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, Hotwire asks that you acknowledge you have read and understand our Terms of Use which include: 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 Names can't be changed after bookingAn adult over must be present at cheto assume all liability for the booking 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 A review of your reservation shows you selected a box stating you read, understood and accepted those conditions Based on the above we will not be providing compensation as requested In the future if you need a specific location, we offer hotels that display the name and address of the hotel before booking by searching on the Hotel tab on HotwireThis type of reservation is best used by those who wish to choose a specific location We apologize for any treatment that was anything less than exceptional when contacting our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally 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.) At no point during any of this language does it state that your booking [redacted] not be at a hotel, but at a timeshare communityThat is the problem that you continually dodgeI do not want to spend my vacation being treated like a second class citizen until I attend a "presentation"It would be naive to believe this won't happenI just want to be booked in a hotel, not a timeshareI don't feel this is unreasonableOn a secondary note you say the room will sleep the indicated number of guests which in this case would require people to sleep on a queen pull out couchNot relevant in my case but ridiculous none the lessOnce again I use Hotwire all the timeI've booked with you over times last year aloneI'm well aware of how the program worksI have never been booked in s timeshare beforeI've noticed you started putting in resort feesI can only assume you're doing this because people would complain about themHow about putting in you [redacted] be booked in a timeshare community and badgered to see their presentation for the duration of your stay? Final Business Response / [redacted] (4000, 9, 2015/08/22) */ August 22, [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 Mystic Dunes Resort & Golf Club on October 17, in Celebration, FloridaWe understand that you are concerned about the property being a timeshare and are concerned about sales presentationsYou are seeking to change your reservationWe regret any frustration this [redacted] have caused you This property is listed as a resort condominiumIt offers the convenience and space of a condo and the amenities and services of a resort hotelThis property does offer a section for rental that is not privately ownedAll guests are invited to attend an ownership seminar to learn about the property, which is not mandatory At Hotwire, we obtain our great low Hot Rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplier and billed regardless if the reservation is used or notFor this reason, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredIn order to complete the booking, you selected a box stating you read, understood and accepted those conditionsIt is also explained on the email confirmation sent at the time of booking that: All bookings are finalNo refunds, changes or transfers In consideration of the above information, we are not able to honor your request to change this reservation to an alternate property 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, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Seems obvious we are at an impass [redacted] While it's nice to know I won't be required to attend a sales presentation to stay in a room I paid for it's still not reasonable to me that I'm booked in a timeshareHotwire keeps falling back on the "all bookings are final" languageAs discussed previously I don't have an issue with that language when booked in a hotelI've used Hotwire in the past and have had some issuesI didn't complain when I stayed at the Blue Warwick in Philadelphia and it cost $a day to parkOr when I stayed in a Detroit hotel and got bitten by a spiderOr in Orlando when they overbooked the hotel and you offered me $Hotwire credit to stay nights in a lower rated hotelThen when we got to our original hotel our room was right over the bar that had a live bandI get the policy! This is differentI have paid good money to stay in a resort designed to get people to purchase a timeshareOf course they have rooms to rent, where else would people viewing the property stay? There is no language anywhere that says you [redacted] be booked at a timeshare community and solicited to attend a presentationVery covienient of you to select the language that works for your case and ignore omissions that don'tHad you put in the booking that you [redacted] be in a timeshare community I would never have booked itI doubt anyone wouldIf you advertised a star room and booked a motel would that be okay? You choose to see no wrong doings on your part because I signed a no refunds or exchanges clauseI feel misled that you aren't booking a hotel, but a timeshare resort without informing me that was a possibilityAll I have asked for was a rebooking in something other than a timeshareI don't want my money back, just want what what I paid for Since you constantly resort to your no refunds or exchanges clause and I resort to the belief that this isn't a hotel but a timeshare and you have no warning this could be a possibility I can't see us reaching a resolution

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ [redacted] 19, [redacted] Avenue [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Revdex.com concerning your booking with the Norfolk-Days Inn Military CircleWe understand that you were unhappy with your booking results, and that you have requested that Hotwire refund you in full for this reservationWe regret any concern or frustration this [redacted] have caused As our previous communication, the reservation was cancelled and refunded in full on [redacted] 15, In addition, Hotwire HotDollars have been added to your account for future useEach HotDollar is equal to one US dollar, and can be used toward any Hot Rate booking on the Hotwire siteYour HotDollars are available for use within one year of the issue date, in this case, until [redacted] 12, An email was sent to [redacted] @aol.com confirming the addition of the HotDollars to your account We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because: Your rate with the hotel I stayed at is not what was offered to me on ur websiteYour rate with them is $and I have a copy of the sheet that shows their rates with youYou charged me $and your rate with them is $If you research my check in and the time you released my payment to them, you will see that I am telling the truthSupposedly your record conversations, well use that conversation for quality control as ur overcharging customers to make more moneyI will await further research on your part.Sincerely [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/22) */ November 22, [redacted] Ave Unit [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 Car RentalI understand you are dissatisfied with your recent car booking because your request to cancel your reservation was declined as stated that the reservation was finalAs such, you requested a refund We secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally bookedOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierRegardless of whether the reservation is used we are charged and for this reason, all Hot Rate(r) reservations are booked as non-changeable and non-refundable I understand that your plans [redacted] change and that is why we strive for clarity during the booking processOn the final billing page, we present a bulleted list of Car Booking Rules and RegulationsWithin those restrictions the following statement is provided: "This booking is final (no refunds, no changes, non-transferable)Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." Based on that information, I am unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ December 22, [redacted] Drive [redacted] In response to the Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your Hot Rate(r) hotel reservation in Buzios, BrazilI understand you are dissatisfied with your recent hotel reservation, as you said that you did not receive the savings advertised online and the rate you got was the same as on the other sitesAs such, you are requesting a full refund We do advertise discounted rates, however we are unable to guarantee the amount of savings on every reservationOur Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within hours of booking Please allow me to clarify how the savings promoted on our site is determinedSavings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesDue to our understanding of supply and demand we choose not to disclose the sites we calculate these savings fromBecause we work with live inventory, please understand rates fluctuate based on availabilityI apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention In review of your account I confirmed we booked you into a different property as the original hotel couldn't locate your reservationWe also covered the difference on your new booking due to the error Based on the information above, we are unable to honor your refund requestWe appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was given a refund and a suitable solution, due to the fact that once I got on sight to the hotel, they had no record of my reservation and told me they have had multiple problems with Hotwire and Expedia in the past in this regardAfter calls being disconnected, I was able to talk to a customer service representative who was finally helpful, and did not put me on hold the whole timeAfter hours of trying to fix the situation, I was refunded the first reservation, and the re-booked at a nice hotel down the road for a reasonable price, with Hotwire credits used to ease the costI am satisfied with the response to the problem that there was no reservation actually confirmed in the hotels system, however still not impressed by the lack of customer service of this companyIt is unfortunate that I lost hours of my vacation time in near tears where I could have been enjoying the beach, however at least the situation was finally resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ [redacted] 21, [redacted] XXXXX [redacted] Drive [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car rental reservation with Payless, originally scheduled for a standard SUV to be picked up at the Atlanta International Airport on [redacted] 2, We understand that you are seeking compensation for this reservation, as the agency was not able to provide you with the SUV as booked, and offered you a different car typeWe regret any frustration or inconvenience this situation [redacted] have caused We were able to verify that, due to late returns, Payless did not have a standard size SUV available at the time of your arrivalAn offer was made of a midsize SUV, which you declined; you then accepted a standard size car for this rental period Hotwire Standard Rate reservations provide you with the ability to lock in the amazing rates you find on our website and to cancel them at any time with no penalty; we do not bill you for the car reservation, the rental agency will charge a deposit when you pick up the car and will bill for the vehicle when it is returnedAs such, we are not able to provide you with the refund you have requestedAs compensation for this issue, we have added HotDollars to your accountEach HotDollars is equal to one US dollar, and can be used toward any Hot Rate car or hotel reservation on the Hotwire siteYour HotDollars are available for use up to one year from the date of issue, in this case, until [redacted] 21, An email has been sent to your [redacted] @gmail.com address with more information about the HotDollars We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't decline the mid-size SUVI went to the lot downstairs from the office and they did not have the mid-size SUV and I was told to take a sedan instead And, this was the first and last time that I used a hotwire booking, your $credit valid for a year way below the amount I asked for is as good as monopoly money And, your customer service line has an infinite wait time Final Business Response / [redacted] (4000, 9, 2015/06/05) */ June 5, [redacted] XXXXX [redacted] Drive [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your standard rate car rental reservation with Payless, originally scheduled for a standard SUV to be picked up at the Atlanta International Airport on [redacted] 2, We understand that are seeking additional compensation, as the agency did not have a standard SUV available at the time of pick-upYou also state that our customer service line has an extended wait time to speak with a representativeWe regret any continued frustration this situation [redacted] have caused We do apologize for any long waits you have encountered when contacting our Customer Care Department, we were experiencing high call volumes which were driving the long wait times We contacted Payless, and a representative verified they did not have a standard size SUV available at the time of your arrivalAn offer was made of a smaller, midsize SUV, which you declined; you then accepted a standard size car for this rental periodHotDollars were applied to your account as compensation for this issueYour HotDollars are available for use up to one year from the date of issue, in this case, until [redacted] 21, As this was not a prepaid reservation, we are not able to offer any further compensation We regret that your experience was anything less than stellarIf 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, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire is still harping on what it said before It is giving HotDollars which are worthless unless you use their service They are talking about a mid-size SUV offer, which was not on the lot, and I was forced to take a mid-size car This is nothing but a bait-and-switch gameIf they are not willing to resolve this here, I will take them to the small claims court

February 15, [redacted] OH [redacted] In response to Revdex.com Complaint ID [redacted] customer email address [redacted] @icloud.com Dear [redacted] I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand you are dissatisfied with your booking as you are not happy with the savings you received I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest - Email address used to complete the reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

July 22, [redacted] M [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your reservation with [redacted] Hotel Detroit / DearborI regret you remain dissatisfied with the previous information we provided As previously mentioned, the hotel you received is located within the green shaded map defining that areaIn addition, the hotel you received is actually right at the city border of Detroit and Dearborn as you notice, your hotel name is [redacted] Hotel Detroit/Dearborn The rebook option you were given was an exception provided by one of our travel specialist despite our non-changeable and non-cancellable policyPlease be advised that the option provided is not to obtain addition money from our customer but to be more understanding to our customers’ requestPlease understand, that the rates are most likely higher as the rates are subject to change At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your feedback and will be sure to keep your comments on file for future improvements to the siteCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect Based on the information provided above, I am unable to honor your refund request We appreciate your business and regret Hotwire experience was less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: I continue to believe it is very unethical and deceptive to advertise pricing for a car rental and not include all applicable taxes and fees that will be charged at the time the vehicle is picked up Burying excluded fees in the terms and conditions that are otherwise normally disclosed at the time of reservation on any other website is a very poor business practice As I mentioned previously, I rent cars several times per year and have never been told at the counter I would have to pay more than my reservation indicated As this complaint is more about principal and Hotwire does not see any issue with their advertising practices I wish not to correspond further and will not be using Hotwire again in the future for any of my travel needs.Sincerely, [redacted]

January 31, [redacted] , NC [redacted] In response to Revdex.com Complaint ID [redacted] , customer e-mail address [redacted] Dear [redacted] I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel reservationI understand you are dissatisfied with your booking as you feel that Hotwire charged you more than you were supposed to, based from the rate the property showed you I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest - Email address used to complete the reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ December 23, [redacted] Drive [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 Quality Inn & Suites - GoodyearI understand you are dissatisfied with your recent hotel reservation, specifically with the star rating and sleeping arrangementsAs such you are requesting a full refund Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe 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 Regarding the number of beds, we service two types of hotel reservations: Hotwire Hot Rates(r) and HotelsFor Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotelYou can find the cancellation policy during the booking process or on the confirmation email we provide after bookingBecause our Hotwire Hot Rates(r) are final reservations, our target audience is the flexible traveller looking for the deepest discountsTo obtain these deep discounts some booking details must remain anonymous until the booking is complete; such as bed typeWhile we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed typeThese restrictions enable our partners to better manage their unsold roomsI confirmed the type of reservation you booked is a Hotwire Hot Rate(r) I have called the hotel to verify the type of bed that you will be getting and as per [redacted] your reservation is for two queen beds which can accommodate the number of people in your reservation Based on the information above, I am unable to honor your request for refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the business's response because I feel as if they found a "loophole" in the systemThey say they have rooms that can accommodate people for example but it is only bedThey expect people to sleep on the ground and then claim it can sleep peopleTo me that is inexcusableIn this case I will accept the response because my father already booked a hotel at the same locationI am still dissatisfied with the business though because I feel like they are falsely advertising or star hotels and then you receive a small star hotelTo me that is not fair or rightI appreciate the actions and response from the Revdex.com but still dissatisfied with Hotwire and the way they have handled this - [redacted] Final Business Response / [redacted] (4000, 9, 2016/01/05) */ January 05, [redacted] Drive [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding a hotel in Quality Inn & Suites - Goodyear hotel near Phoenix International RacewayI regret you remain dissatisfied with your Hot Rate(r) hotel, specifically with the star rating of the property and sleeping arrangements provided by our partnerAs such, you are requesting a full refund We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotelWe are confident the current 3.0-star rating of this property is an accurate reflection of its overall quality Please also advised that all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requestedWe do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availabilityOur partners will do their best to make your stay as comfortable as possible As I review your account, we confirmed with [redacted] that your reservation is for two queen beds which can accommodate people in your reservation Based on the information above, my decision has not swayedI am unable to honor your request for a refund Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

March 27, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: [redacted] Dear Revdex.com, Thank you for ta [redacted] the time to contact Hotwire regarding an issue from our customer We 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 see [redacted] further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn March 17, 2017, we received receipt of the Revdex.com complaint Our records reflect on March 4, 2017, the customer self-booked a one-way Hotwire Bargain Fare flight reservation for [redacted] and [redacted] Travel was on United Airlines, departing Albany, New York to Tucson, Arizona, via itinerary number [redacted] The customer is stating they canceled the flight reservation; however they have not received the refund Hotwire Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Hotwire customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary Tickets are nonrefundable, nontransferable and cannot be changed or cancelled Upon further researching this matter, we can confirm on March 6, 2017, the customer contacted Hotwire to change the flightHotwire offered to cancel and rebook the flight reservation On March 24, 2017, the customer contacted Hotwire inquiring about the refundThe customer advised that they received an email advising they would be refundHotwire confirmed the email did advise that the customer would be refunded Hotwire issued the refund in the amount of $ back onto the original form of payment; which is a Visa ending in *** Hotwire has confirmed the customer’s credit card or bank has received the refund on March 27, 2017, and the fund transfer confirmation number: [redacted] Hotwire request that the customer contact their credit card or bank to confirm the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ January 12, [redacted] Dr Apt [redacted] In response to Revdex.com case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservations with La Quinta Inn & Suites CollinsvilleI understand that you were not able to utilize the second night on one of your reservations as the hotel record only show confirmed booking for one nightTherefore, you are requesting refund on both reservations According to our records, we were able to confirm the situation when you initially contacted Customer Care on November 14, As such, we attempted to resolve this by rebooking you into a different hotel and cover any difference in rate for the new hotelOr refund the unused portion of your reservation plus Hot DollarsHowever, you declined and choose to stay on the other reservation with the permission of the hotel Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireI apologize for the inconvenience this situation has caused youWhile our Hot Rate(r) bookings are non-refundable in origin, I am willing to extend an exception to refund the night that you were not able to utilize in your reservationA refund in the amount of $was processed back to your Visa ending in ***It typically takes 1-business days for the funds to return to your financial institutionFurthermore, it is up to your financial institution as to when the funds will be available for use Please accept our sincere apologies for the inconvenience this situation created along with a credit of HotDollarsWe have applied HotDollars to your account under [redacted] @gmail.comHot Dollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservationsThese Hot Dollars are valid for up to one year, expiring on January 12, Based on the information provided above, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

September 7, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response Please understand that Hotwire is not unsympathetic to the situationAs explained in our initial response, Hotwire received Ms [redacted] ’s request to cancel the reservation on August 19, As this request was a day after check in and within the penalty phase, we were required to obtain approval from property management in order to refund As our initial attempts were unsuccessful, we contacted the hotel again and advocated on behalf of Ms [redacted] We explained the matter and regrettably, they still denied our request Again, 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] Corporate Correspondence Team

September 12, [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 Quality Inn & Suites Maine Evergreen HotelI understand you indicated that you received an error at the time you confirmed the booking and thought the reservation did not go throughAs such, you requested a refund At Hotwire, we strive for clarity on our Web siteWe have tailored our booking path to be informative every step of the way and relatively easy to useFirst our customers are presented with their booking details and various polices regarding their car reservationNext, customers are required to enter the primary driver’s name and billing informationFinally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the bookingIf any of these steps are omitted, the booking cannot be completed I recognized you indicated you received an error message after confirming the reservationIn this cases, we recommend customers contacting Hotwire to confirm if the reservation went through, as you opted to confirm the bookingIn addition, we sent an e-mail confirmation of your reservation once a reservation is confirmed Additionally, while I understand you do not intend to use this reservation, we obtain our deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Website, the details of your booking and our payment information is sent directly to the hotelRegardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate® reservations Based on the information above, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office