Hotwire

Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ December 14, [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 Sixt Rent a Car in GeorgiaI understand that you are dissatisfied with your recent car reservation because you thought that the rate you booked was cancellableAs such, you requested a refund At Hotwire, we provide a final recap of the booking details and the Terms of Use for our customers to review before agreeing to their bookingIt is here and throughout the booking path that we indicate Hot Rate Car bookings are non-refundable After reviewing your account, I confirmed that on November XX XXXX, we processed a full refund as an exception to our Terms of UseRefunds 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 we look forward to better serve your travel needs in the future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ July 19, [redacted] Court [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear [redacted] ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with The Liberty HotelWe understand that you were dissatisfied with your booking, as you did not feel The Liberty Hotel was worthy of the 5-star rating, and you sought to cancel the booking for a refundWe regret any concern this situation [redacted] have caused Our records show you called in July 10, to speak with one of our Customer Care Representatives, and the offer was made to cancel the original reservation for a refund and book a new reservation, which you took advantage ofYour reservation with The Liberty Hotel was cancelled for a full refund, and you are now booked with the Boston Marriott BurlingtonWe hope this resolves the issue to your satisfaction 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 Business Response / [redacted] (1000, 6, 2015/10/21) */ October 21, [redacted] XXXXX [redacted] Drive [redacted] 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 Country Hearth Inns & Suites in KentuckyI understand your dissatisfaction stems from the condition of the hotel and star ratingThus, you requested a full refund and a hotel block We understand star rating is one of the top drivers in determining a customer's hotel selectionTherefore, meeting customers' expectations on hotel quality is a top priority here at HotwireTo 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 At Hotwire, regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable roomIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for additional support After reviewing your account, I confirmed that you contacted us during your stay to raise your concernsOne of our representatives attempted to verify the situation by calling the propertyHowever, the opportunity to address the situation was denied as you felt that would not solve the situationPlease understand that without verification from the hotel, our options are very limitedI contacted the hotel frontdesk, and talked to BeckyShe said that you completed your stay and there were no complaints brought to their attention Based on the information above, I am unable to provide your request for a full refundAlso, the option to block a specific hotel is no longer available, as we are currently updating programs to best suit our valued customersAlternatively in the future, we strongly suggest that you choose a higher star rating when booking a hotel in the same area to avoid receiving this hotel We apologize for the inconvenience this has caused youOur 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

January 30, [redacted] Rancho Cucamonga, CA [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Hilton San Diego Mission ValleyI understand you are dissatisfied with your hotel reservation because of the other charges collected by the property Our records indicate you booked a Hotwire Hot Rate® hotel reservationIn Hot Rate® reservations, customers are shown the general vicinity, price, star rating, and amenities of the hotel, but the specific hotel is not revealed until after booking is completedThrough this method, Hotwire is able to obtain deeply discounted rates for our customers, but in exchange we guarantee to the hotels with which we do business that the reservations will be used as bookedAs such, Hot Rate ® reservations are non-cancellable and non-refundable At Hotwire, 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.” 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 information above, I am unable to honor your request for a full refundWe 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, 2016/03/15) */ March 14, Revdex.com San Francisco Bay Area and Northern Coastal Complaint 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] (Revdex.com case number XXXXXXXX) regarding a package reservationWe understand [redacted] is requesting a refundOn March 9, we received the receipt of the Revdex.com complaint Our records reflect January 20, 2016; the customer self-booked a package reservation, using Hotwire.comThe hotel stay was at the Charparral Suites, chedate January 24, 2016, check-out date January 27, The car rental with Hertz, pidate January 24, 2016, drop-off date January 27, 2016, located in Phoenix, ArizonaThe customer is stating due to the winter weather they tried to contact Hotwire to cancel their package, however was not able to speak to anyoneThe customer is stating they were finally able to contact Hotwire two weeks later, and was advised they would be refunded in full for the package; however they still have not received a refundHotwire contacted the hotel on the customer's behalf and was advised the customer was a no showIn addition, they found no information the customer contacted them to cancel the hotel reservationThe hotel will not authorize a refund for the bookingIn addition, we contacted Hertz Rental car, they advised the customer was a no show and they will not authorize a refund Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesIf they have any additional questions, we advised them to contact us immediately before purchasing the itinerary We can confirm on February 23, 2016, the customer contacted Hotwire inquiring about the status of their refund requestOur agent advised the customer the package was not canceled, and that their travel dates had passedOur agent consulted with a supervisor and was advised that there were no calls from the customer, until todayIn addition, the supervisor was able to verify there was no activity in the customer's account until todayAs a one-time courtesy, Hotwire processed a partial refund for the hotel booking in the amount of $and for the car rental in the amount of $The customer was advised no further action was taken On March 14, 2016, we can confirm the customer was refunded on February 23, 2016, in the amounts of $and for $360.24; for a total of $ Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsEach vendor has its own specific set of policies and procedures as does each reservation purchasedHotwire must abide by the terms and conditions agreed to at the time of booking, and as a resultHotwire is unable to issue a refund as requested We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Revdex.com, I have read through hotwire's response and I am even more upset and highly disappointed at their conductThe claims that I did not contact them before 2/23/and that I did not contact the hotel - Charparral Suites is not trueI contacted the hotel at the provided no -X (XXX) XXX-XXXXI have copied and pasted a portion of my phone records downloaded from my t mobile account for 1/22/which shows multiple calls to hotwire 1-numbers on that day and exact time for call to the hotel as 2.39am for 5minsSee below; 1/22/1:AM 1-# (XXX) XXX-XXXX 1/22/2:AM 1-# (XXX) XXX-XXXX 1/22/2:AM 1-# (XXX) XXX-XXXX 1/22/2:AM 1-# (XXX) XXX-XXXX 1/22/2:AM to PHOENIX/AZ (XXX) XXX-XXXX 1/22/2:AM 1-# (XXX) XXX-XXXX 1/22/7:AM 1-# (XXX) XXX-XXXX 1/22/7:AM 1-# (XXX) XXX-XXXX I am able to mail in the complete record for the period of January to February or attach ( if there is a location on your site through which I can do this) complete records with calls to Hotwire highlighted With the response that Hotwire has given, I am even more convinced that they should be made to refund every dollar that I paid to themThey have even resorted to denying events instead of admitting their negligence Thank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ August 19, [redacted] XXXXX Re: Revdex.com case #: XXXXXXXX Itinerary #: XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking at the Four Points by Sheraton for cheAugust 7, and check-out August X XXXXWe understand that you were promised an outdoor pool by the agent that assisted you in making this reservation, however when you arrived at the hotel they didn't have an outdoor poolWe regret any frustration this [redacted] have caused We have reviewed the account and can verify that you spoke to one of our agents on August 8, and they were able to resolve the issueA full refund was processed in the amount of $$HotDollars were refunded back to your Hotwire account and the remaining balance was refunded back to the card that was used for the booking Please keep in mind for future bookings the pool(s) amenity means this hotel offers at least one pool but we cannot guarantee what type of pool it is going to be when booking a Hot RateIf an outdoor pool is needed, we would recommend booking our Standard Rate hotelsWith these rates you are able to choose the hotel of your choice and confirm if the hotel have an outdoor pool before booking the reservation We strive to exceed our customers' expectations, and we regret that your Hotwire experience was anything less than excellentWe 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 Business Response / [redacted] (1000, 5, 2015/11/15) */ November, XX XXXX [redacted] St [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customers email address: [redacted] @gmail.com Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel reservationI understand your dissatisfaction stems from the number of beds you got at time of check in I attempted to locate the information referenced in your emailHowever, I am unable to locate a Hotwire account based on the information which was provided Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification: - Hotwire itinerary number - first and last name of the passenger, primary guest, or primary driver - first and last name of the account holder - phone number associated with the account - reservation number - zip code associated with the account Once we receive this information, we will be able to search further and provide you with a response to your inquiry 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, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire Itenerary # XXXXXXXXXX First & Last Name [redacted] or [redacted] Account Holder [redacted] C/O [redacted] XXX-XXX-XXXX Reservation # XXXXXXXXX Reservation #XXXXXXXXX Reservation # XXXXXXXXX Reservation # XXXXXXXXX Zip Code XXXXX

April 25, [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 Causeway Bay Sparwood HotelI understand you are dissatisfied as you your reservation was booked on a different stateAs such, you requested a refund As discussed over the phone, an exception of refund was provided today in the amount of $Please be reminded that refunds take one to two business days to process and it is up to your financial institution as to when the funds will be available for use We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ September 1, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your booking with Holiday Inn Danbury on June 13, in Danbury, ConnecticutWe understand that you were booked two reservations for the same time frameYou are seeking to have one reservation refundedWe regret any inconvenience this situation [redacted] have caused Your refund has been processed in the amount of $and will be credited back to the form of payment used at the time of bookingPlease allow seven to business days to process the refundAfter the refund is issued, if you would like to know more about when these funds will appear on your credit card statement or in your account, please contact your financial institution or credit card company We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

Complaint: [redacted] I am rejecting this response because: It does not address my original complaint As I mentioned in my complaint, the advertising of the Hot Rate hotel was wrong in the areas of customer satisfaction and several other ratings that were posted before I made the purchase I have attached the hot rate advertisement of the hotel that I would be booking, which stated that it was a star hotel, had a 90%+ recommendation rating and it had a overall customer satisfaction scoreWhen I actually saw th hotel, I came to find out that the rating and 90% recommendation were correction, but the customer satisfaction scores were offI believe that this misrepresented the hotel to me prior to purchasing it As you will see in the screenshot that I was even informed as I was about to make the purchase that the hotel had a 5/rating(See right above the price prior to checkout) The other screenshots show all of the ratings that were advertised for the hotel next to the actual ratings that were revealed once I booked the hotel Thank you for taking a look into thisI look forward to your response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ January 29, [redacted] S [redacted] Dr [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 North Hotel in FloridaI understand that you identified that the 4-star hotel you booked is being rated lower on our site under Hotels tabAs a result, we were able to make an exception for a refund I can assure you this experience is not typical of what our customers can expect when booking with HotwireWe take customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe have noted your concerns and can assure you this particular matter concerning the hotel's star rating will be appropriately handled internally Please accept my sincere apologies for any inconvenience this situation created along with a credit of HotDollarsI applied this credit to your account under [redacted] @hotmail.comHotDollars are valid for year that can be used in booking a HotRate(r) Hotel and HotRate(r) Car 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, 7, 2015/07/09) */ July 9, [redacted] E [redacted] XXXXX [redacted] Road [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hot Rate car rental reservation with Hertz, scheduled for piat the Tampa International Airport on September 26, We understand that this reservation was cancelled with Hertz, and as such you are requesting a refund, and that the HotDollars used to book this reservation be transferred back to your accountWe regret any concern or frustration this situation [redacted] have caused In an attempt to be as thorough as possible, we contacted the agency again to verify that the reservation had been cancelled, and by whomWe spoke with [redacted] at the Tampa Airport Hertz location, and Hero at the Hertz corporate office, both of whom confirmed that the reservation has been reinstated, and stands as originally bookedThe car will be available for your use at the scheduled pidate of September 26, Hotwire services two types of car rental reservations: Hotwire Hot Rates and Hotwire Retail RatesWith Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservationOur Retail Rates can be cancelled at any time without penaltyOur Hot Rate rentals are deeply discounted, and as such, are booked as final and non-refundableWe confirmed the type of rental you booked is a Hotwire Hot Rate For our great low Hot Rates, we obtain deeply discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident reservations will be used as booked, they are willing to offer reduced ratesOnce a reservation is confirmed on the Hotwire site, the details of your booking and our payment information is sent directly to the rental agency Per the Hotwire Terms of Use, all Hot Rate bookings are final and cannot be cancelled, refunded, changed, exchanged or transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions In consideration of the information above, we are not able to honor your request for a refund We apologize for any treatment that was anything less than exceptional when speaking with our Customer Care teamWe can assure you this experience is not typical of what our customers can expect when booking with HotwireWe have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internallyHotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns We appreciate your business and look forward to assisting you with your future travelsIf you have any questions or concerns at any time, please feel free to contact our hour customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The next day, your rate was significantly cheaper $a day to $a day, for the same carI called a Hotwire Repand he stated that I had 24hrs to cancel and that he would cancel it, but my Hotwire cash would not be refunded immediatelyAs you stated in your response, you stated the reservation was cancelled and by whom...the whom is your Hotwire RepWe the customer can not cancel itHe did it within a hr time periodYou can not cancel my reservation and then re-book it, at a later date, without my authorization on my credit cardI have talked to Hertz Corporate, and stated that indeed Hotwire Repdid cancel itDeeply discounted...within a 24hr period it went from $a day to $per dayBait and switch???? I want my credit card refunded and my Hotwire Dollars also refunded, as this was previously cancelled Final Business Response / [redacted] (4000, 16, 2015/08/05) */ August 5, [redacted] XXXXX [redacted] Road ***, [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mrs [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hertz car rentalsWe understand that you are asking for a refund for your Hot Rate(r) car rental, because you believe it was cancelled by HotwireWe regret any frustration this situation [redacted] have caused At Hotwire, we are committed to getting you the best deals possibleBecause of the extremely low rates offered by our car partners, refunds, exchanges, transfers or changes are not availableOur partners are able to offer Hotwire these great rates only if customers guarantee that they will use the originally booked reservationThis enables our partners to better manage their unsold inventoryHotwire does not contact our partners asking for a cancellation, because this would be a breach of contract with our suppliers Hotwire did reach out to Hertz to see if there would be an exception in this caseThe Hertz representative tells us the only cancellation request in the reservation is from [redacted] , who is listed as a driverInitially they did consider a cancellation, but as it is a prepaid reservation, they determined this booking is non-refundable We make an effort to exceed our customers' expectations and have considered all of the information you provided, however, Hotwire's Hot Rate(r) car rentals are booked as non-refundable and non-cancellableHotwire will not be cancelling or refunding this reservation 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, 18, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, again, my husband DID NOT cancel the reservationAGAIN, my Capital One Credit Card Rep, your Hotwire Customer Service Rep, [redacted] and I were on a RECORDED phone conversation with Hertz Representative, who in fact, did state, that your Hotwire Rep did in fact cancel the reservationIt was also confirmed that again, approximately weeks later, Hotwire REINSTATED the reservation, after it was cancelledHotwire is the only one who can cancel the reservationStop you lying and refund me my money, my Hotwire Bucks, and give me the rate of per day for the same car that you advertised immediately after we bookedThese lies are unreal and [redacted] your rep, even pulled the same trying to say my husband cancelled, while I and my credit card rep was on the phoneMy credit card rep, then called Hertz, and was verified to all three of us, that Hotwire cancelled it, not my husbandMy husband would never do something like thatSo your company seems to lie quite a bit

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ July 22, [redacted] E [redacted] Avenue [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 [redacted] Creek Lodge, A Kessler HotelWe understand you were dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements and fees charged by the hotelAs such you are requesting that Hotwire reimburse you for the fees paid to the hotel for the room upgrade, parking, and taxesWe regret any concern or inconvenience this [redacted] have caused We confirmed the type of reservation you booked is a Hotwire Hot Rate reservationBecause our Hotwire Hot Rates are final reservations, our target audience is the flexible traveler 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 type or their sizesThese restrictions enable our partners to better manage their unsold roomsAfter further research, we have verified that the room-type you were accommodated with upon chewas one king-bed & sofa-bed, which is considered appropriate accommodations for the guests bookedBecause we service our partner's unsold rooms, room type is determined by the hotels availability It is common for hotels to have additional feesParking fees are not included in the Hotwire rate, as they are collected directly by the hotel, whether booked through a third party or direct with the hotelIf free parking is important when you are booking your travel, we encourage you to use our amenities filter, this will narrow your search results down to only those hotels that offer free parking If knowing all fees associated with the hotel is important in your travels, Hotwire also offers standard rate hotelsWith these you are able to book with the knowledge of the exact hotel, room type, and any fee requirements the hotel [redacted] have We strive to exceed our customers' expectations, and we regret 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

May 2, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with [redacted] I understand you are dissatisfied for not being able to receive a refund for your reservation after you sent your proof of documentation After careful consideration, I honored your full refund in the amount of $Please note, refunds take one to two business days for Hotwire to process and is up to your financial institution as to when the funds will be available for use which typically takes five to seven days We appreciate your business and look forward to serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint [redacted] I am rejecting this response because: >As previously stated by our Research Team, the extra charges you indicated were for the following services: >- Toll Pass Drive >- Extensions >- Taxes and fees related to the above services or features I am responsible for the Toll pass and taxes, but not the extensions, that why I askedfor refund $not the whole $81.25.As mentioned many many times in my communications, I picked up and returned the rental car per the Hotwire itinerary [redacted] , there is no extension on my partIt isHotwire mistake on calculating the rental days, do not blame the Alamo or the customeron your mistakesI am attaching the hotwire itinerary and my Alamo receipt for third timesto show no extension on my partAlamo charged me extension because Hotwire miscalculatedthe rental daysHow hard it is to see from the attachment to see I did not extended myrental but simply see Hotwire was miscalculatedAgain, at the purchase time, I am no idea whois my rental provider, I provided the pick up and return date and time to HotwireThe rentaldays and rental car company are selected by HotwireI should not pay for the extension afterI picked up and returned the rental per Hotwire itinerary.Sincerely, [redacted] ***

April 18, [redacted] In response to Revdex.com case number [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your with [redacted] Plus Fort Lauderdale AirportI understand you are dissatisfied with your recent booking because the hotel did not have a non-smoking room at the time of check-inAs such, you requested a refund 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-cancellable At Hotwire, a customer can expect a non-smoking room if the hotel shows a "smoke free" amenity in the details and search resultsIf the property is not "smoke free," customers can call the hotel after booking to request a non-smoking roomThe hotel may or may not be able to accommodate the request, as their ability to do so is based on availabilityAfter reviewing your reservation, I confirmed the “smoke free” amenity was not listed for this property Based on the information above, our decision remains finalWe are unable to honor your refund request We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ June 24, [redacted] Drive [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your car rental reservation with Alamo, scheduled to pick up at the Baltimore-Washington International Airport (BWI)We understand that you were seeking a refund of the reservation, as you were denied service by the agency, for being a local renter using a debit card for the depositWe regret any inconvenience this issue [redacted] have caused On review of your account information, we can confirm that you were refunded in full on June 18, The refund of $was processed to the card that was used to book your reservation We would like to provide you with some information about booking car rental reservations on the Hotwire siteAfter selecting the pidestination, dates, and times for your booking, you are provided a list of car type options and the lowest rates available for the parameters enteredOn the left side of the page, you will see a box to "refine your search." If you will be using a debit card for the deposit, please select "Debit/Check Card." The box will expand to allow you to select "I am local." By including this information in your search, your results will be narrowed down to only those agencies that are able to accept a debit card for deposit from a local renter 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 Business Response / [redacted] (1000, 5, 2015/12/31) */ December 31, [redacted] S [redacted] St, [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 Revdex.com regarding your Hot Rate(r) hotel reservation in Oakland - Pittsburgh Southside, Pennsylvania areaI understand you are dissatisfied with your recent hotel reservation as the hotel charged you $for pet feeAs such, you are requesting a full refund We strive for clarity on the siteCustomers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendlyIf an amenity is listed, we guarantee it is found at the hotelWhile we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there's any feesDuring the booking process, we mentioned the following: "Some amenities may only be available in some rooms or unitsSome amenities may incur additional fees." Our 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 pet fees, parking services and any associated feesRather, we can only mention there may be a charge as stated on the final billing page If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.eroom service, phone calls)Any parking fees incurred must be paid directly to the hotel, usually at check-out time As stated, Hotwire is unable to post certain specifics about the hotel such as parking availability, parking services and any associated feesIf we were to mention specifics, it may allow our customers to determine what property they are receivingThis would break our agreement with our partners to keep them anonymous until the booking is completedBased on the information above, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) To reiterate and clarify, I never did stay at this hotel and was not subject to the pet fee, but I was charged by Hotwire for the initial reservation Despite the claim "We strive for clarity on the site" and the basically hidden and broadly stated fine print associated with terms "may incur additional fees" there is an expectation that such fees will be fair and reasonableMy experience, as previously stated, subject me to fees that were not fair, not reasonable and not researchable Final Business Response / [redacted] (4000, 9, 2016/01/22) */ January 22, [redacted] XXXXX-XXXX 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 hotel booking with Hyatt house PittsburghI regret you remain dissatisfied with your hotel reservation as you feel the pet fee rate was not reasonableAs such, you requested a refund in full As previously mentioned, our Terms of Use indicates that you will pay the hotel directly for additional charges, like room service or resort feesAdditionally, the amount of these potential fees is at the discretion of the property 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 websiteCustomer feedback helps ensure we are able to continually meet and exceed the high standards Hotwire customers have come to expect Based on the above information, our decision to not refund your reservation remains final Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 11, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's clear this company wishes to justify and continue its deceptive practices by not providing its customers with a clear definition of the total costs associated with using their serviceIn time, enough reviews and reports will expose and hurt them, but I am disappointed I had to be a casualty of doing business with this company

August 31, [redacted] In response to Revdex.com Complaint ID [redacted] 1, Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with AdvantageI understand you are dissatisfied because of the denial of your Low Price Guarantee claim Upon review, I confirmed that your claim was denied because your documentation does not reflect the name of the car rental agencyAs indicated in our Low Price Guarantee Terms and Conditions, the lower rate must be of an identical booking In order for us honor your Low Price Guarantee reimbursement, your documentation should reflect the rental dates and times; piand drop-off locations; car type; name of the rental agency and; the total amount of the reservation which includes the taxes and fees You may send it to [redacted] for reviewPlease be advised, the review process may take seven to ten business days to process and we will reach out once completed We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 6, [redacted] , IN [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with Days Inn and Suites Navarre Conference Center, FloridaI regret you remain dissatisfied with the information we provided As previously mentioned, we work hard to negotiate the lowest rates with our partners While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesIf you find a lower total for the same property with the same travel dates hours before check-in, we will refund you the difference The information about our Low Price Guarantee is provided prior completing the reservation As rates are subject to change, we are unable to guarantee the amount of savings on every reservation On the bil**ng page, we have **nks to the Travel Product Rules and Restrictions, and Terms of UseIn addition, we **st 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 c**cking the “Book Now” button you are accepting the Terms of Use As such, our decision to not refund your reservation remains final At this time, we remain confident our business model is meeting the needs of our company’s goalsWe do place great value on your comments and appreciate you taking time to provide us with feedback Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office