Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ October 28, [redacted] XXXXX In response to Revdex.com case number XXXXXXXX Hotwire Itinerary XXXXXXXXXX Dear [redacted] , Thank you for the opportunity to address your concerns with Hotwire as sent through the Revdex.com, regarding your booking with the MCM Elegante - Colorado SpringsI understand you are dissatisfied with your recent Hotwire booking because of the fact there's a kitchenette due to safety concern At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate hotelsTo obtain these deep discounts some booking details must remain anonymous until the booking is completeTherefore, our product offerings [redacted] not always meet the needs of every traveller 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 Upon reviewing your reservation, I confirmed Free parking, Free breakfast, Free Internet and Kitchenette were available amenities listed at the time you booked When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as Beachfront Property or Oceanfront Property As I carefully check on your account, it seems that the hotel authorized a refund for night of your reservationThe refund typically takes 1-business days for the funds to return to your financial institutionIt 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I am dissatisfied with the 'resolution', and I absolutely refuse to speak to your outsourced customer serviceDue to Revdex.com's limitations on word count, you only received half the the complaint- I have a thorough letter written in detailI fully understand your company's policies, and yes- I was refunded for the 2nd nightHowever, I am seeking a refund for the first night- because for the minutes that we were at the hotel until we checked out- we spent arguing with your customer service I would have assumed that if escalated to the Revdex.com, I would have gotten more than a simple reply on their website- perhaps a phone call, or even a letterIt seems that the organization has some improvements that need to be made with customer interactions There is still a $charge on my credit card for the 1st night, which we did not useI will gladly lift the complaint if this is refunded in fullI would like to avoid further action being taken due to Hotwire's inability to differentiate an extended stay hotel from a regular hotel- particularly when a child's safety [redacted] be put at risk due to amenities that are typically not included in a regular hotel room I will be more than happy to send you, in detail, full documentation as to my experience with Hotwire and its poor management teamYou are also more than welcome to review every call in regards to my account so that you can further coach your employees on courtesy, empathy, and not hanging up on clients I would also prefer an interaction with you, or anyone within the upper-management team via a telephone conversation- not a simple reply on the Revdex.com website in attempts to not sully the company's reputation Being that public information cannot be disclosed as per Revdex.com guidelines, I am sure you have my contact information on fileIf not, please inform me via this response Best regards, [redacted] A [redacted]

Complaint: [redacted] I am rejecting this response because the email address they provided to send documentation to is not validI've tried three times and it tells me the inbox is full and not accepting more messagesThanks.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Date Sent: 9/1/3:20:PM Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Here is my response 1) passenger's name: [redacted] 2) email use: [redacted] .com 3) iternanry #: [redacted] Sincerely, [redacted] ***Sincerely, [redacted] ***

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 Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/15) */ November 15, [redacted] PO BOX [redacted] XXXXX In response to Revdex.com case number XXXXXXXX, Customers email address [redacted] @yahoo.com Dear ***, Thank you for the opportunity to address your concerns as sent through Hotwire and the Revdex.com regarding your HotDollar creditI understand you are dissatisfied as you were trying to apply the HotDollars on your booking but it was unsuccessfulYou contacted our Customer Care, but the representative failed to use the credit on your reservation I apologize for any treatment that was anything less than exceptional when speaking with our Customer Care TeamI 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 I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concernsCustomer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2016/01/25) */ January 25, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department RE: Hotwire Case O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint from [redacted] (Revdex.com ID number XXXXXXXX) regarding a package reservationWe understand the customer is requesting assistance with her hotel reservationsOn January 25, 2016, we contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer Our records reflect that on June 25, 2015, Mr [redacted] self-booked roundtrip flight reservation on Hotwire.com for one traveler associated with itinerary number XXXXXXXXXXXThe flights were operated by Air Canada and were scheduled to depart on July 8, 2015, from British Columbia, Canada to Alberta, Canada and returning on July 9, On July 6, the customer contacted Hotwire and cancel this reservationHe had a flight credit in the amount of $ We can confirm on December 8, 2015, Mr [redacted] contacted Hotwire requesting to utilize his flight credit for a new flight bookingOur representative assisted the customer in this exchange, utilizing the same itinerary # XXXXXXXXXXX, however, an error was made where the Transportation Security Data was not capturedAs a result, Air Canada rejected the tickets and cancelled the flightsBetween December 9th and 10th, we tried contacting the customer to get this information captured but the calls were disconnectedWithout the customer's authorization to proceed, no changes were madeMr [redacted] did contact us on December 18, 2015, to finalize the bookingAgain, the flights were not ticketedWe apologize for the inconvenience this matter caused the customer Our goal is to provide not only excellent customer service, but an excellent customer experienceHotwire would like to express our apologies for the inconveniences and frustrations the customer experienced in resolving this matterMr [redacted] received a refund in the amount of $181.83, due to the price increase when trying to rebook his flightsWhile the flights were not ticketed, the refund was still processed back to his original form of paymentAs a gesture of goodwill, we will also process a refund in the amount of $82.42, of which is the remaining balance of his flight credit We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ [redacted] Avenue [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Hawthorn Suites by Wyndham Sterling DullesWe understand you were unhappy with your stay; there was no pool as advertised, and the air conditioner in one room was not working properlyWe regret any discomfort or frustration this [redacted] have caused Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concernsWe have submitted a request to our hotel operations team to update the amenities listing for this hotel to not include a pool We have applied an additional HotDollars to your account, to equal a full 25% of your stay, and processed a refund of $to your Discover cardThis refund is equal to one room of your reservation, as allowed by the hotelWe have sent emails to this regard to your address [redacted] @gmail.comPlease check your spam or junk folders if they are not yet received 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 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 [redacted] Customer Relations

Complaint: [redacted] I am rejecting this response because: I never asked to assist with getting a hold release because the bank cannot simply release an authorization because your company is advertising hotels that are no longer available and are sending message that the account is no longer availableMy issue is the fact that the company continues to advertise and put on the website even afteer the hotel send messages that they were sold out to the companyIt is Hotwire's duty that should make sure that inventory is not over sold or over booked as seems to be the case quite regularIt is not only inconvenient but costly to keep rebooking a reservation especially if the funds are original funds are authorized and being held for a hotel that is not AVAILABLEIt is wrong and bad business practices Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 12, 2016/02/16) */ February 16, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: [redacted] 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 [redacted] ) regarding a flight reservationWe understand Ms [redacted] is requesting a refundOn February 9, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint Our records reflect on November 5, 2015, the customer self-book a flight reservation, using Hotwire.comTravel was on United, departing December 9, 2015, from Kuwait City, Kuwait to Richmond, Virginia; returning on January 2, 2016, from Richmond, Virginia to Kuwait City, KuwaitThe customer is stating our agent selected the wrong date when exchanging her ticket We can confirm on December 4, 2015, the customer contacted us requesting to change the return flight for travel on January 7, Our agent proceeded with the exchange, however, they advised the customer of the dates of January 27, 2016, during the recapMs [redacted] did authorize the exchange as she provided her credit card information to finalize the payment of fees associated with the exchange On January 8, 2016, Ms [redacted] contacted us stating the agent selected the incorrect return date, and requested to purchase her a new ticketWhen reviewing the call recording, it was noted that Ms [redacted] agreed to the final changes with the dates of January 27, While we understand Ms [redacted] stated she did not understand the agent's annunciation, a recap was provided which clearly stated the return date of January 27, We regret any inconvenience this matter has caused; however, Hotwire is unable to honor the customer request for a refund 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, 14, 2016/02/17) */ EMAIL FROM CONSUMER: Good morning, They are avoiding there responsibility on the matterThey know I told the agent on at least on three different occasions the correct date of 1/AND spoke the numeric version 1-when I attempted to correct herFor this alone they are fully to blame ,but I will accept as MIDDLE ground a refund of half of my cost for my new ticket or a hotwire credit for the FULL amount of the ticket It is truly ironic that they choose to hire those who can't comprehend or speak the English language and then feel as though they are totally absolved from any responsibility I hope they accept this counter offer [redacted] Final Business Response / [redacted] (4000, 17, 2016/02/26) */ February 26, Revdex.com San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, Hotwire did confirm the customer's interaction with the agentWhile Ms [redacted] 's initial request was January 7, 2016, the agent recap the new flight information with a travel date of January 27, Ms [redacted] did agree and provided her payment information to finalize the change Despite Ms [redacted] 's recent experience with Hotwire, we do value her businessAs the customer is stating the dates were incorrect, we will honor a refund of the change fee of $and a refund of the airline credit in the amount of $On February 26, 2016, a refund in the amount of $was processed back to the original form of paymentThe time it takes the refund to post depends on how quickly the customer's credit card company processes refunds We thank you for allowing us to address this matter furtherIf 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, 19, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a Hotwire credit of $for future travel to cover the difference of my airline ticket I was forced to purchase

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfied me, I still suspect the Hotwire sent me wrong date on confirm, when I book the flight to Seattle WA it is on 7/to 7/17, their website they are able to do the trick, nothing I can do about it now I accept to lose my money and never trust this company againpeople will know it.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ February 2, [redacted] CT [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 Hot Rate(r) hotel reservation with Sheraton Charlotte HotelI understand you were dissatisfied with your recent hotel reservation as the hotel charges for parking and internet servicesAs such, you are requesting a cancellation and refund When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each establishmentCustomers can then choose the place they want to stay based on amenities best suiting their needs such as "Free Parking and Free Internet"If "Free Parking or Free Internet" is not listed as an amenity and the property opts to charge for parking, it is treated as any other incidental not included in your Hotwire rate (i.eroom service, phone calls)Any parking fees or internet fees incurred must be paid directly to the hotel, usually at check-out timeAfter reviewing your reservation, I confirmed "Free Parking and Free Internet" were not listed as an amenity We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotelsOur 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 completeTherefore, our product offerings may not always meet the needs of every traveller After further investigation, I learned that we offered to extend an exception to rebook you to a different property, which you declined as the new booking will have a higher rateOur rates does change from time to time as we are working on live inventoryWe were able to verify with the hotel that you were able to use the reservation and check in on January 22, Based on the information above, I am unable to honor your request for refund Our goal is to exceed your expectations and regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 9, 2015/09/17) */ September 17, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Hotwire is responding to the consumer complaint for Mr [redacted] (Revdex.com case number XXXXXXXX) regarding a flight reservation Our records indicate that on August 19, 2015, the customer self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXXTravel is with Air Canada from Fredericton, Canada to Zagreb, Croatia, departing on September 17, 2015, and returning on September 25, Mr [redacted] claims that the price of his trip was increased with $without notifying him until after the purchase was completed, and is requesting a refund of the increase amount By utilizing a program showing what the customers see during their booking process, we have verified that Mr [redacted] was provided with the following notification (see attached screenshots): Price Change Your ticket price changed from $to $The airline could not confirm the original price due to pricing or availability changes that occurred after we posted the latest prices on our siteContinue booking or look for a different flight By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details, including price, are displayed for confirmationIn addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Hotwire's website While we regret Mr [redacted] 's experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Hotwire is unable to honor his refund request We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Hotwire claims that the booking details are provided before confirmation of the booking is made, it seems to me that if the price being charged is different from the price being advertised, for whatever reason, that Hotwire should be responsible for showing CLEARLY on the website that the price being charged is ACTUALLY DIFFERENT than the price that the consumer assumes that he or she is going to pay, based on the information provided by HotwireAfter the fact of the booking, the information is much less useful, and causes more grief for the consumerIf this is the usual case, Hotwire should CLEARLY inform all customers that changes in price during the ACTUAL BOOKING are likely to occurIn addition, in attempting to contact Hotwire service people directly to resolve the issue with a minimum of fuss and extra problems and irritation to myself, I was transferred several times, put on hold for at least minutes twice, and once, after talking to a sales representative and asking to speak to a supervisor, was transferred again, and then hung up on, after a considerable waiting periodThe lack of access to trained and competent service people is clearly within the purview of Hotwire's professional services to their clients, and the lack of an adequate and professional response (NOTE: merely repeating Company policy in a formulaic fashion is not adequate, or professional)I believe that some recompense for time wasted and energy and good will that was dissipated, would go a fair way to restoring my faith in Hotwire's servicesAt the very least, a formal acknowledgement of the problem, and an apology would be appreciated Final Business Response / [redacted] (4000, 13, 2015/10/07) */ October 7, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department RE: Hotwire Case O-XXXXXX Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] (Revdex.com case number XXXXXXXX)We regret to hear Mr [redacted] did not accept our response and/or resolution offered As noted in our previous response, by utilizing a program showing what the customers see during their booking process, we have verified that Mr [redacted] was provided with, and accepted the increased price, for which the airline was offering his selected itinerary Hotwire strives to provide the highest level of customer service, and we are sorry Mr [redacted] 's recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting our customer service departmentOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control over the call volume at any given time We have provided Mr [redacted] 's comments to our management team in an effort to improve Hotwire's overall customer experience, processes, and provide additional agent training with respect to proper call management and system procedures We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Final Consumer Response / [redacted] (4200, 15, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that this is a pro forma responseI don't expect any positive resolution, as this would indicate that Hotwire has made errors, or are responsible for the interaction with their customersThank you (Revdex.com) for your help in this matter [redacted]

November 17, [redacted] In response to Revdex.com Complaint ID [redacted] Dear ***i, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your booking experience with HotwireI understand you are dissatisfied as were charged more than the amount you expected for the rebooking processAs such, you requested a refund of the overcharged amount 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, 2015/06/08) */ Thank you for the opportunity to address your concerns sent through the Revdex.com regarding your prepaid reservation with Fox Rent A CarWe understand from your prior emails to CarRentals.com and from your comments to the Better Business Bureau that you feel you did not request to cancel your reservation and wish to have it reinstated To better understand your concerns we reviewed the emails received from you regarding this matter and found several emails which show your desire to modify and then cancel your reservation To add clarity, we have included your initial email: I booked a car with Fox but do not want to pick it up at San Francisco AirportCan I pick it up in San Francisco? And will there still be an airport pick up chargeMy confirm number is xxxxxxxxxx Please see below for your response to our explanation that in order to secure your prepaid reservation, you had to agree not to cancel or modify your reservation: I requested cancellation within minutes of placing the order when I recognized my mistakeI do not think I should be charged $cancellation fee given how quickly this occurredPlease explain to FOXI tried reaching them myself but they had me on hold for several minutes so I then contacted you We promptly responded to your email and explained that we were unable to overrule the FOX policy which was clearly explained in the Car Rental Rules and RestrictionsThe Car Rentals.com agent offered you the telephone number for FOX at SFO and advised you that if you could obtain FOX's permission to forgo the $15, we would not stand in their way As a reminder, the following information was displayed prior to reserving your prepaid reservation in the Car Rental Rules and Restrictions: FOX Pay Now Reservation cancellation fee is $if cancelled more than hours from scheduled pick up timeIf your time and mileage is less than $15, you will forfeit the full amount of your time and mileage charges On [redacted] 19th, we received an email from FOX stating you had contacted them and received the following response from FOX agent: Allison [redacted] has a pre-paid reservation, [redacted] , and would like to cancelShe was told that she needed to have me send this email saying we approve the cancellation and we doIf you could please send her a follow up email at xxxxxxxxx to let her know it's been done On [redacted] 21st, you wrote: Please do not cancel this reservationI was to pay $more for camry which was on your websiteIt is no longer availableI will keep this reservation We wish to reiterate that once a reservation has been canceled, it cannot be reinstated nor do we have the ability to override the vendor's cancellation polices, nor do we have the ability to provide you with a rate that is no longer available We are sorry that we are unable to reply more in accordance with your wishes to reinstate a canceled reservation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will drop this case and never deal with your company againI will also no pay cancellation fee of $since I never cancelled [redacted] ***

(The consumer indicated he/she DID NOT accept the response from the business.)Hotwire's response is completely unprofessional and irresponsibleIf Hotwire chose to cancel my reservation because I booked a hotel reservation with them at a rate, which I can only assume, was below their expectations, then they can AT LEAST notify me the reservation is canceled PRIOR to my arrival at the hotelAdditionally, one can only assume the account was subsequently deactivated only to disallow me to make a written review on their websiteThis is a disgrace of the hospitality industryHotwire should not be allowed to conduct businessI will also write a formal complaint to the [redacted] DivisionAgain, completely unacceptableJust Google what happened to me and you will find hundreds if not thousands of similar experiences by other inconvenienced travelers

Initial Business Response / [redacted] (1000, 5, 2015/05/31) */ [redacted] 31, [redacted] XXXXX [redacted] Circle [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 reservation with the Super - Pinetop, AZWe understand that you are seeking a refund for this reservation, as you were unable to attend due to your father's illness; however, you do not wish to send in the requested medical documentsI am sorry to hear your father is ill, and regret any inconvenience or frustration this situation [redacted] have caused In order for us to make an exception to our non-refundable policy and review for a refund, we require medical documentation from your father's doctor stating he was unable travel for the dates of [redacted] 29, - [redacted] 31, Please fax the doctor's note and a copy of this letter to X-XXX-XXX-XXXX for our reviewOnce we receive this documentation, it will take to business to review the documents for a possible refundYou will be notified via email regarding the outcome of our reviewWithout this documentation, we are unable to honor your request to refund your reservationOnce we receive this documentation, we will review and provide a prompt response to your request At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierFor this reason, reservations are booked as non-refundable and non-changeableHowever, we do understand some events are beyond the customer's control and allow for refunds under extenuating circumstances 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, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX This response does NOT satisfy my complaint I purchased the suggested travel insurance by Hotwire to guarantee that my reservation was protected in case I was unable to attendIn this case, I was not able to attendI got the run around by both Hotwire and Alianze Travel Insurance for my reimbursement/refundBecause Federal Law protects a patients medical records through HIPAA, I can not obtain medical documentation as suggested, which HOTWIRE is aware of I am sureHowever, Hotwire can call my rehabilitation center X-XXX-XXX-XXXX, that my father was sent to or the next days to verify if he is thereEven Hotwire's response doesn't guarantee that the refund will be processed even after the medical documentation is received, which they know is protectedWhich is very deceptive wording in their response and practice Failing to provide the refund is unlawful and called Theft, a class felony here in [redacted] ! After, the treatment and run around I received by both Hotwire and Alainze Travel Insurance, I tried to even use the reservation so I wouldn't lose my money and they refused to allow me to keep the reservation, even with it being a week before the reservationHotwire can't have it both ways, they can't cancel the reservation and not refund the money, or not allow the client to use the reservation so they won't have their money stolen from them because they are refusing to refund the moneyThis is called fraudulent schemes and is unlawful I am still requesting an investigation be conducted into Hotwire's practicesI have read blogs on rip off reports and google reviews and see that this is done almost daily to citizensWhich I wish I read before making this purchaseIt appears that there are grounds for a class action lawsuit against this businessA company can not steal money which could amount to millions from people and not be held accountableThe Revdex.com is one source that can help with this fraud and protect citizensPlease help me and others! I am requesting the full refund of $be returned to my credit cardAfter all, I did purchase the travel insurance in case such an emergency arises which I did to safeguard my purchase, that guaranteed I would receive a refundSo, I followed the rules and it is time for Hotwire to stand my their policy and procedures and refund my money Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/11) */ June 11, [redacted] XXXXX [redacted] Circle [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you again for the opportunity to address your concerns as sent through the Revdex.com, regarding your reservation with the Super - Pinetop, AZWe understand you were unable to use your reservation as your father was ill, and you would like Hotwire to contact the medical facility that is caring for your father in order to obtain the documentation required to process a medical claimYou also state you attempted to use the reservation as booked, but on arrival to the hotel you found the reservation had been cancelledWe regret any frustration this situation [redacted] have caused, and I do hope your father is feeling better We have carefully reviewed your account, and our records show that you contacted Hotwire on [redacted] 19, with the request to cancel your reservation for a refund due to your father's illnessAs you had included the Trip Protection from our third-party provider Allianz Global Assistance with your booking, you were directed to contact them to file a medical claim on the reservationYou called in again minutes later stating that Allianz had directed you to call Hotwire to cancel the reservation in order to obtain your refundThe agent cancelled the reservation at your behest, and informed you of the documents required for a refund from Hotwire, should Allianz be unable to process your claimAn email was sent to you at [redacted] @yahoo.com, the address associated with your account, with more information about the documents we would require in order to process your claimLater the same day, you contacted Hotwire again, stating that you would not be sending in any documentation, and when informed we would not be able to process your claim without the needed documentation you asked to speak with a supervisorThe supervisor provided the same information, and reminded you that you were still able to process the claim through Allianz Global Assistance Our next contact from you was your request for a full refund without the required documents, as filed through the Revdex.comWe were unable to honor your request at that time, and our decision remains as previously stated; should you wish to submit the needed documents, we will be happy to revisit this issue, and review for a possible refundWe are not able to process your claim without these documents, and we are not able to contact the medical facility on your behalf to obtain these documents We appreciate your business and hope we have the opportunity to better serve your travel needs in the near futureIf 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, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The documents that hotwire are requesting is against federal HIPAA laws and the shameful part is that they know it I filed a dispute with my credit card company over these charges and was able to get a charge back to my account for the full amount chargedTHANK GOD! The practices of HOTWIRE are fraudulent and I would advise anyone that would venture to use them to use a credit card that is able to fight for the injustice of this business and their fraudulent waysWhat a shame that a company can prey on consumers this wayAs far as the discounts that they advertise if you visit the actual hotels they are the same prices listed on their websiteSo deep discounts is a plain lie! BEWARD OF THIS BUSINESS, deal directly with the hotels it is safer!

Initial Business Response / [redacted] (1000, 5, 2015/08/22) */ August 22, [redacted] Road Apt [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, regarding your booking with Hertz on August 13, in Raleigh/Durham, North CarolinaWe understand that you attempted to purchase the Allianz Global Assistance insurance for your vehicle rental, but the policy was not put in forceWe regret any frustration caused by this situation Hotwire strives for clarity in the booking processWe offer an optional insurance policy through a third party provider for the convenience of our customersNot all rentals require the additional coverage; we anticipate our customers will best know what their insurance needs are If you choose to buy insurance, the insurance charges (from Allianz Global Assistance) are typically billed at the time of purchaseThis is disclosed on the website, when you select the radio button that adds the insuranceThis auto generates a message stating what the charges will be and to advise you the policy will arrive via email Hotwire does not administer the insurance policies offered on the siteWe send the auto generated message so you [redacted] contact Allianz Global Assistance if there are any questions about your policyIf the insurance company did not collect funds for the policy, they would not put it into forceAllianz Global Assistance also has a website to purchase policies Hotwire cannot provide any information about the policy and why it [redacted] have been rejectedQuestions about why Allianz Global Assistance did not write the policy are best addressed to that agencyThey can be reached at XXX-XXX-XXXXOne of their licensed insurance specialists would be able to better address your particular situation 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, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is not acknowledging wrong doingIf I press a button on your website it is your companies responsibility if I don't get my productThis company is passing [redacted] blame to the other companyThe service was offered by hotwire so it is hotwires fault if I don't get what I purchasedI will be writing complaints on every website I find for this companyI ask all consumers beware of companies that dont take responsibility when wrongThe discount is not worth your license being taken for driving without insuranceThank you Final Business Response / [redacted] (4000, 9, 2015/08/27) */ August 27, [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, regarding your booking with Hertz on August 13, in Raleigh/Durham, North CarolinaWe understand that your purchase of the Allianz Global Assurance policy was not completed, and you are unsure why it was not acceptedWe regret any confusion in the booking of the reservation At the time of booking, Hotwire offers for your convenience the opportunity to purchase a third party insurance policyWe explain this policy is: Offered by Allianz Global AssistancePlans underwritten by Jefferson Insurance Company or BCS Insurance Company depending on insured's state of residenceAGA Service Company is the licensed producer and administrator of this planTerms, conditions and exclusions apply, learn more Hotwire does not collect the payment for this policy, underwrite the policy or approve the policyWe do not know if you will qualify for an insurance policy When you choose to purchase the policy, you are contacted via automated message by Alliance Global Assurance, and given details about the insuranceIt is my understanding in this case the insurance policy was not writtenYou will need to contact Alliance Global Assurance at X-XXX-XXX-XXXX to speak with an insurance agent to discuss why the policy was not issued 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

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.I have to point out that it shouldn't have reached this level The exact same thing happened that same day with Hotel Tonight, and they issued me a refund immediately along with a $credit It was President's Day weekend, and I imagine the travel sites were packed with people making reservations Although the overbooking was a horrible inconvenience, the way in which they handled it was what I had the most problem with So, I thank Hotwire for the $HotDollars, but no thanks I will never book through them again Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/07/16) */ July 16, [redacted] Ln [redacted] XXXXX RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Mr***: Thank you for the opportunity to address your concerns, as sent through the Better Business Bureau, regarding your hotel booking at the Villas of Amelia Island Plantation for July 9, We understand that you seeking price matching to the amount of $or to have this reservation cancelledFurthermore, we also understand that the estimated charge for the resort fee was shown as $25/night, the actual resort fee charge was $40/nightWe apologize for any confusion this [redacted] have caused Allow us to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directlyOur Low Price Guarantee is in place as assurance to our customers we are providing the lowest ratesWithin hours of booking on Hotwire, if you find a lower total for the same agency with the same travel dates, times and same car type outside of Hotwire.com, we will refund you the difference We have reviewed the links you sent in, and were not able to bring up the amount you would have been chargedWithout being able to verify the lower rate having been offered, we would not be able to process a price match refundAt Hotwire, our bookings are final, non-refundable, non-changeable, non-cancelable, and non-transferable We would like to thank you for your feedback regarding the increase with the hotel's resort feeOn our website it does state that a resort fee is an estimation, a hotel [redacted] change the amount charged without updating usWe are taking the information and will update our information Based upon the information above, we will not be honoring your requestWe 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

Complaint: [redacted] I am rejecting this response because: It appears that Hotwire's response is yet another attempt to blatantly deceiveLet me show why this is the caseHotwire's response stated: "Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesTo clarify, if we were to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the listDue to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings fromI apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention." I believe this is a fundamentally untrue statement of the way Hotwire shows its pricesI have used Hotwire quite a few times and there are often multiple places listed with the SAME star rating but with different "crossed out" ratesTo double check, I just went to Hotwire and pulled up the same location that I booked and I randomly selected a date this weekInterestingly, the Hot Rates show different star hotels and both are in the 0.2-mile radius of the destination I statedOne shows a "crossed out" rate of $(with a Hot Rate of $53) and one shows a crossed out rate of $with a Hot Rate of $According to the Hotwire statement above, these should both be showing the same median rate, and yet mysteriously they are notFurther, Hotwire emphasizes the saving by attaching a statement showing "46% off" for one of them and a different saving for the otherIn other words, Hotwire appears not to be telling the truth in its response when it suggests that the crossed out rate is simply a median for that level of star classification and not a suggestion that this is the saving on that particular hotel I further question Hotwire's statement that "I apologize if our site led you to the assumption the savings provided was based on your hotel specifically as it was not our intention" -- when the site shows a crossed out rate of say $and a HotRate of say $and a stated "25% off" it's pretty clear that the implication is that the customer is saving 25% by going with this rateTo suggest it is not Hotwire's intent to cause customers to believe this, is completely disingenuous Sincerely, [redacted]