Hotwire

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ August 4, [redacted] 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 attempted booking in Toronto, Ontario on July 23, We understand that you are seeking a refund for this transactionWe regret any frustration this situation [redacted] have caused After reviewing your account, I was able to verify that you had an incomplete bookingYour card will not be charged for this reservation because it was not completedWhat you are seeing is an authorization on the card or accountThese authorizations occur when we validate your card at the time of bookingMost financial institutions remove authorizations routinely within a few daysFor more information about your specific financial institution's policies and your credit card or account, please contact your bank or credit card company 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 I can assure you Hotwire has not collected any funds for this failed reservationTherefore we will not be able to provide any compensation for this transaction 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:I read the last response from hotwire, its a too bad that at the very least they admit in making an error on their web site about the insurance cost since it is being offered on their web siteI also understand, and was reminded more than once, that a refund is not permitted however I thought that since they caused such an issue & clearly did not advertise the on their website the correct pricing for the insurance they would have done the honorable thing & offer a refund for inconvenienceThey really never addressed my issue just kept on hammering the point of a non-refundIt saddens me to know that there are businesses out there whom do not make customer service their priority even when they say they do.All I can do is pass on my dissatisfaction to othersI also hope that the Revdex.com places this on their web site to warn others of the poor service received from this company.Thanks Sincerely, [redacted]

September 7, [redacted] ** [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 SixtI understand you are dissatisfied with your recent car booking because the rental agency does not provide rental without a roundtrip travel ticket When booking a car rental on our Web site, our customers have the option to select whether they are using a credit card or debit card for depositIf customers select they are using a debit card for example, it is then indicated if the rental agency requires proof of a round-trip travel ticket Additionally, please note that 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 providersWe do not own or operate any car rental locations, and all booking are subject to the rental’s terms and conditions In your case, we will honor the reimbursement of the difference in rates between the Hotwire booking and your alternate car reservationFor us to complete this, kindly send the final receipt from the alternate rental agencyYou may send it to [redacted] and we will review documents within seven to business days For the experience, I applied HotDollar credits to your account under [redacted] One HotDollar is equivalent to one US Dollar that can be used in booking any Hot Rate® cars, or any Hot Rate® hotels, valid for one year Moving forward, please be advised that most of car rentals require proof of a roundtrip travel ticket for local renters We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, Janielle Alarcio Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 9, 2015/09/23) */ September 23, [redacted] RE: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address you concerns, as sent through the Revdex.com, regarding your car reservation with Hertz for pick up November 10, We understand that you are requesting a refund for the difference from being charged in USD and the charge in CADWe regret any frustration that [redacted] have caused, and appreciate the time you took to express your concerns Hotwire is a United States based company; as such our default currency is USDTo address this for those outside the US, we offer an option to change the currency typeYour reservation was booked with an agent over the phone, and though you requested we charge you in CAD, you were charged in USD Upon further review, we do see that you were contacted September 21, and were provided a full refund of $A refund typically takes 1-business days to get back to your financial institutionAfter that it is up to your financial institution as to when the funds will be available Based upon the above information, we have processed 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, 11, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response however and I did receive the refund of the above mentioned amount however yet again it was not a full refund to me as the exchange on the day it was returned has left me short by $I was charged Canadian and refunded $I find it truly disappointing that after all I have been through you did not even address your agents error, or the stress it has caused meExplaining what is offered on your website to convert has zero relevance to me as I booked on the phone and specifically asked for the transaction to be conducted in Canadian dollarsAnd was advised it wasAdditionally it took me close to hours of back and fourth phone calls to get to this pointSo there is NO need to be looking forward to my business in future or that of anyone I knowAnd in the end after all of this I received a pre written template letter with zero personalization and Zero genuine empathy from the company and no attention given to the fact that yet again I am at a loss for this attempt to utilize your services in purely good faithI would like to request yet again a refund of the $Canadian that is outstanding to me as that is what constitutes a full refund!! And an admittance of the mistake (yes Hotwire makes them!!) with an apology would be a kind gesture rather than excusesI no longer wish for a voucher of any sort as I guarantee I will not use it, that opportunity left with the letter that came above Kind Regards, [redacted] Final Business Response / [redacted] (4000, 13, 2015/10/14) */ October 14, [redacted] In response to the Revdex.com case numberXXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire and the Revdex.com regarding your recent reservation at Halifax International AirportI understand you are dissatisfied with your reservationYour dissatisfaction stems from the amount you were billedDuring the booking process our representative stated you were going to be billed in CAD, you still were billed in USD Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including location, travel datesIt is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotelPlease be assured that we take the matter very seriously I can guarantee you this experience is not typical of what our customers can expect when booking with HotwireAt this time, I am able to honor your request for a refund of the difference in the amounts billedI have sent a request via email to our finance department for a refund to be processed back to your account in the amount of $This process should take 7-business daysOnce the refund has been issued it will take 1-business days to process, and it is up to your financial institution's policies when the credit will post to the account We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Final Consumer Response / [redacted] (2000, 15, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this solution as long as it actually happensIf it does not I will not hesitate to reopen this complaintI am very disappointed with the manner and time this took to rectify but thankful to Revdex.com because without them I would have had no response

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ August 5, [redacted] Lane [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 Magnuson Hotel Lansing on June 29, in Lansing, MichiganWe understand that you are requesting a refund due to the condition of the propertyWe apologize for any frustration this [redacted] have caused Our partners will do their best to make your stay as comfortable as possibleIf there is an issue on arrival, we ask that you call us immediately, so we can work with the hotel to meet your needsOur records show your first contact was on June 29, 2015, asking to change your reservationAt that time you were encouraged to check in, and if there were issues with the room, that you call us so we could work with the hotel to meet your needsYour next contact was June 30, 2015, the day of check-out, seeking a refund as you had not enjoyed your stay Though we regret that you were unhappy with your booking, our options to assist you are limited by the fact that it was after the reservation date was passed [redacted] you contacted Hotwire with regard to the condition of the roomWe contacted the hotel, and were advised that there were no complaints registered by you with the front deskBecause we were not given the opportunity to assist you during the time of the reservation, please understand our options are limitedHowever, we apologize on behalf of our Hotel Partner if the condition of the property or room did not meet your expectations In consideration of the above, we are not able to honor your request for a refund of 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is just the same lies that they gave to meI called Hotwire immediately upon leaving this establishmentI explained to them that there was no way I was staying in that placeThere was no way in the world they could have "made changes to accommodate me"They did not have a "better room"What was needed was a "better hotel"A true "two-star" hotel, not this dump which they were pawning off on people under the advertisement of being comparable to Ramada Inn, Comfort Inn, etcI'm following up with a complaint to the Attorney General in Indiana and Michigan because I couldn't care less about their "return policy"They are supposed to meet their end of the agreement which exceeds simply taking my money by misrepresenting the "product" Final Business Response / [redacted] (4000, 9, 2015/08/09) */ August 9, [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 booking with the Magnuson Hotel LansingWe understand that you do not feel that the hotel would have been able to assist you with a change in rooms, as the property did not meet your expectations for a two-star hotelWe regret any concern this [redacted] have caused As there is no standardized calculation for star-ratings, we use our customer feedback as a main contributor to rate our hotelsWe first incorporate Expedia's star rating for the hotel, and based on customer reviews the rating can be increased or decreasedGiven those two factors, the Magnuson Hotel Lansing is listed as a 2-star hotel on Hotwire At this time, we remain confident our star-rating system is meeting the needs of our customer's goalsWe do place great value on your feedbackCustomer 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 hope to assist 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, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, you do not have to take my word for it, but rather read the reviews of the motel from others on other websitesIt is fairly obvious that 1) Hotwire only puts on the favorable reviews and 2) ignores the clearly obvious assumption that the positive reviews are written by hotel management in an attempt to pump up their rating (or maybe it is Hotwire which is putting on the positive reviews) No matter, I defy anyone to walk into the lobby of this motel and give it any positive rating whatsoeverIt is not possible to truthfully say anything positive about this place, let alone recommend someone else stay here for the nightThe statement that you "confidently stand by your rating" is so blatantly considering the other reviews posted for this establishment that I will be glad to use this as an "admission to your guilt" which I am presenting to the Attorney GeneralI suspect you are going to be "schooled" in what the expectations are in regard to what you promise as opposed to what you deliverI am not dropping this matter until I get a full refund!

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ December 01, [redacted] Crescent [redacted] 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 the Imperial Hotel and Suites in OntarioI understand you are dissatisfied with your reservationAs such, you are requesting a full refund Allow me to assure you this experience is not typical of what our customers can expect when booking with HotwireAfter reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above was refundedI confirmed a refund in the amount of $was processed back to your Visa ending in on November 18, While we issue our refunds within 1-days of processing, it is up to your financial institution's policies on when the credit will be available for useAny further questions regarding the specific timeframe of this process will need to be directed to your card company Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 12, 2015/11/22) */ November 22, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Revdex.com, Thank you for taking the time to contact Hotwire powered by Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number XXXXXXXX) regarding a flight Gest Price Guarantee and seat assignments for Itinerary # XXXXXXXXXXXWe understand Mr [redacted] is expressing an issue with the terms and conditions of the best price guarantee and also the way seat assignments are handled between the airlines and our booking processOn November 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer accessed Hotwlre.com on October 4, and self-booked two stand-alone flights from a guest accountThe flight booking page on Hotwire.com offers the following information: Cheap airfare and flight deals Want cheap ticket on flights starting today? Hotwire has you coveredFrom domestic and one-way to round-trip and international flights, we work with popular carriers to get the most unbeatable rates available, helping you land cheap airline tickets no matter where you areIt's called our Low Price GuaranteeWhether it's for business or for pleasure, or if you need the best redeye routes to fly nonstop, choose Hotwire for the low prices from participating airlinesAnd in the unlikely event that you find a lower rate for an identical booking within hours, we'll pay you the difference*What's not to like? Cheap airline tickets for flightsFly for less with Hotwire! Unfortunately, the customer did not submit a request for a price match review and when calling in, did so several days after the eligibility period ended, which was stated in writing when he booked onlineOur agents were unable to agree to his request for a refund due to the terms of the promotion not being met With regard to seat assignments, the airlines retain total control over the selection and assignment of airline seatsHotwire Powered by Expedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers [redacted] contact the airline directly at any time and a majority of the airlines will assign seats in advance, which [redacted] result in a fee Hotwire regrets the service our customer received was less than satisfactoryComments such as his are read by numerous people within Hotwire and help shape our policies and practicesIt is never Hotwire's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service availableWe would like to assure Mr [redacted] that his business is important to us As a courtesy, due to the customer's unhappiness with the customer service he received, our agent offered to provide his online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon would be valid for one year from the date of issue and immediately accessible within his accountThe customer rejected this offer and did not accept the travel couponAs the airlines are the merchant of record and collected the customer's flight payments, no refund would be available for the flight, which has been fully utilizedIf the customer would like to reconsider the offer of a future travel coupon, he [redacted] respond to this letter providing his Expedia permanent account number, or the email address it was created under, and we will be willing to add the coupon 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

Complaint: [redacted] I am rejecting this response because: this is not addressing the issueHot rates is one part if the equationThe main part is that breakfast is not providedSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ October 22, 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 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 Our records reflect that on October 6, 2015, Ms [redacted] booked a Hotwire Vacation Package for two, which included roundtrip flights from Syracuse, New York to Cancun, Mexico and a seven-night stay at the Villa del Palmar Cancun Beach Resort & Spa from March 11, 2016, through March 18, (Itinerary XXXXXXXXXXX) On October 20, 2015, Ms [redacted] booked an identical package for herself and another individual(Itinerary XXXXXXXXXXX) We understand from Ms [redacted] 's complaint that she was speaking to a Hotwire representative for over an hour when the call was disconnectedShe states that she called back into our office and no booking could be found for herMs [redacted] mentioned that although her card was charged, we still could not locate a booking for her We spoke to Ms [redacted] and offered our apologies for the issues that she describedWe also inquired if she had received the refunds that she was expecting and she confirmed that she didWe agreed to address the customer service issues that she reported and as such, the matter is considered resolved 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] (2000, 7, 2015/10/27) */ From: [redacted] @yahoo.com (mailto: [redacted] @yahoo.com) Sent: Tuesday, October 27, XXXX X:XX AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# (Ref#XX-XXXXX-XXXXXXXX-X-XXXX) Importance: Low Hotwire called to apologize again after I made my claimI received my money back for the trip they never booked Still unsatisfied with how original customer service treated me I will not use services through them again after this trip

June 2, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Hotwire 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 reservation We understand Mr [redacted] is requesting compensationOn May 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on December 26, 2016, the customer self-booked a flight reservation for [redacted] - [redacted] and [redacted] Travel was on LATAM Airlines operated by [redacted] , departing May 11, 2017, from Charlotte, North Carolina to Lima, Peru; and returning on May 20, 2017, from Lima, Peru to Charlotte, North Carolina, via itinerary number [redacted] The customer is stating that there was an airline schedule change and that Hotwire did not assisted the customer with the schedule change From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 providers LATAM Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryHotwire has no control over when or how often an airline initiated schedule change occurs Hotwire cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 11, 2017, the customer contacted Hotwire advising that he missed the connection flightHotwire contacted the airline; they advised that the flight was on time and for the customer to go to the airline counter for assistance On May 23, 2017, the customer contacted Hotwire advising that he missed the flight and requested a refund for a hotel stay for one nightThe customer advised that he had to purchase another ticketHotwire contacted the airline; they advised that they would take over the call with the customer In reviewing the account, on May 26, 2017, Hotwire processed a refund as a one-time courtesy in the amount of $back onto the original form of payment 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 providersLATAM Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not HotwireWe must adhere to the airline’s policies Furthermore, at the time of the booking, the customer did agree to the Hotwire’s Terms of UseOur Terms of Use explicitly provides: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion Based on the above Hotwire is unable to honor the request for the compensation or a refundThe customer can contact the airline to request the compensation or 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, 8, 2015/05/28) */ [redacted] 28, Revdex.com San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case O-XXXXX 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 her 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 vacation packageWe understand the customer is requesting a refund for the hotel reservation booked with the packageOn [redacted] 25, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her Our records indicate on [redacted] On April 17, 2015, Ms [redacted] contacted our customer service department with a request to cancel the vacation packageThe flights were canceled; however, we had to officially notify the hotel of the cancellationWhen the customer contacted us again regarding the refund, we were not aware the hotel did not receive our first notification of the cancellationUpon further research, we have determined it was an internal system error that prevented us from processing the requestWe apologize for the inconvenience the customer encountered On [redacted] 25, 2015, we contacted the Ixchel Beach Hotel and spoke with the reservations supervisor who provided us with a verbal approval to cancel the reservationOn [redacted] 28, 2015, a refund in the amount of $was processed back to the original form of paymentThe time that it takes for the refund to process depends on how quickly the credit card company processes refunds Despite Ms [redacted] 's recent experience, we value her businessHer comments will be forwarded to the appropriate department to utilize for further training and improvements in our services 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 3Customer Service Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received full refund Thank you!

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ June 23, [redacted] XXXXX Re: Revdex.com Case Number: XXXXXXXX Itinerary Number: XXXXXXXXXX Dear Ms [redacted] : Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your hotel booking with the Fairbridge Inn Express Wisconsin Dells, checking in July 31, We understand that you are requesting we guarantee you the room or switch you to another hotelWe regret any frustration this [redacted] have caused After reviewing your account, we see that you talked with another one of our agents, who had already rebooked you into the Quality Inn Wisconsin DellsOnce you get to your hotel, if you have any concerns, 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 We appreciate your business, regret your Hotwire experience was anything less than exceptional, and hope we have the opportunity to better serve your travel needs in the near future Best regards, [redacted] Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hotwire, after further investigating into the Hotel they assigned, offered to refund and rebook my reservation with a more reputable HotelMy hope is that Hotwire looks more closely at Hotels they do business with and filters out some of these to avoid a similar problem in the future

Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ July 19, [redacted] Drive [redacted] XXXXX Re: Revdex.com Case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Ms [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your booking with the Extended Stay America - Melbourne - AirportWe understand that you booked this reservation to attend the funeral of your auntYou then booked another reservation, as the plans had changed and you needed a closer hotelYou are now seeking a refund of the first booking, stating that the Trip Protection offered by Allianz Global Assistance had been included with your bookingWe would like to extend our sympathies for your loss, and we regret any frustration this situation [redacted] have caused Our records show that you contacted Hotwire by phone on April 10, 2015, as you booked the reservation for three adults, and your reservation showed two guests, and to request that the Trip Protection be added to your reservationYou were assured at that time that the reservation was for three, and though we are not able to guarantee bed types, we do guarantee that the room will sleep the number of guests bookedWe also informed you that we are not able to add the Trip Protection post-booking, and you were given the contact information for Allianz Global Assistance, in order to inquire about adding the protection to your reservationYou contacted us again by phone a few approximately minutes later, stating that your aunt had passed [redacted] and that you wished to cancel the reservationYou were informed that you would need to fax in documentation of the death and your relationship to the deceased, and you agreed to the process as describedOur next contact was [redacted] 20, 2015, when you called to check the status of your refund requestYou were informed that we had not yet received the required documents, and the next call was on [redacted] 29, as you were having difficulty sending the faxOn June 4, you called again to check the status of your refund request, and we had not yet received your documentsOn June 8, we received documentation that was not accepted, as it did not list relationship to the deceasedThe documents showing relationship to the deceased were received on June 14, 2015; they also stated that the death had occurred prior to the date of the booking, and you request for a refund was denied, as the cancellation of the reservation was due to a change in plans, and not the death of your auntThough we sympathize with your loss, we are not able to cancel and refund Hot Rate reservations due to a change in plans At Hotwire, we obtain these deeply discounted 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 transferredPrior to completing the booking, you selected a box stating you read, understood and accepted those conditions In consideration of the information above, we will not be providing a refund for 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

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

April 24, [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 ***I understand you are dissatisfied with your recent Hot Rate® Car reservation, specifically as you feel our Web site is deceptiveAs such, you are suggesting that we modify our Web site and requesting 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 policies regarding their car reservationNext, customers are required to enter the primary driver’s name and billing information 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 We obtain discounted rates in exchange for guaranteed reservationsIf our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced ratesOnce a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the supplierRegardless of whether or not the reservation was used, we are charged and for this reason are unable to refund Hot Rate® reservations We remain confident our business model is meeting the needs of our company’s goalsI appreciate you took the time to express your concernsCustomer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expectWe will be sure to keep your comments and suggestion on file Our goal is to exceed your expectations and we regret we did not do so on this occasionWe hope we have the opportunity to better serve your travel needs in the near future.Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2015/09/25) */ September 25, 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 21, 2015, Mr [redacted] self-booked a flight reservation using Hotwire's website, itinerary XXXXXXXXXXXTravel was with US Airways from Columbus, OH to Washington Reagan, DC, departing on September 19, 2015, and returning on September 20, On September 5, 2015, the customer self-booked another flight reservation using Hotwire's website, itinerary XXXXXXXXXXXTravel was with US Airways from Columbus, OH to Washington Reagan, DC, departing on September 18, 2015, and returning on September 20, Both reservations were cancelled by US Airways on September 6, 2015, and marked as duplicateItinerary XXXXXXXXXXX was reinstated by the airline, while itinerary XXXXXXXXXXX remained cancelled and per the airline imposed fare rules, nonrefundableWe understand Mr [redacted] is requesting a refund of the unused reservation Hotwire strives to provide the highest level of customer service, and we are sorry Mr***'s recent experience did not live up to that expectationWe regret we were unable to resolve his issue immediately during his first call, and that the service he received was less than satisfactoryWe have provided Mr***'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 While we were unable to verify what was discussed when Mr [redacted] contacted Hotwire prior to booking his second reservation, we are willing to issue a refund as an offer of good faithA full refund of itinerary XXXXXXXXXXX, in the amount of $161.20, was issued on September 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr***'s account depends on how quickly his credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

April 26, [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 Ramada Waukegan GurneeI understand you are dissatisfied with your hotel booking because the condition of the hotel based from the reviews and your previous experience at the hotelAs such, you are requesting a credit Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as booked Currently, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, we use Expedia’s rating system and only downgrade based on customer feedback When booking with Hotwire, customers can expect a clean room in working orderIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situationIn the event the hotel is not able to resolve the matter to the customer’s satisfaction, you can contact us for help Based on that information, we are unable to honor your credit 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, 8, 2015/09/15) */ September 15, Revdex.com San Francisco Bay Area and Northern Coastal California 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 flight reservationWe understand the customer is requesting assistance with a passenger [redacted] correctionOn September 15, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on July 25, 2015, the customer booked a package reservation, itinerary number XXXXXXXXXXX, with a Hotwire representativeTravel was for Toronto, Canada to London, England departing on September 19, 2015, and returning on October 2, 2015, on Air TransatWe can confirm the customer contacted us on August 5, 2015, advising both passengers' last names were spelled incorrectly This complaint has been resolvedWe have verified on August 13, 2015, the customer's names were corrected and tickets were reissued under the passenger's correct names, [redacted] and [redacted] ***An email was sent to the customer on August 25, 2015, providing the updated Air Transat confirmation code of [redacted] 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

Complaint: [redacted] I am rejecting this response because: ...my complaint involved several items of concern, and the response from Hotwire did not address allof themI understand that my credit card company was charged by Allianz for the coverageIf I inferred otherwise, I apologize I also wanted to make clear in my complaint that neither Hotwire nor Allianz explain the difference in calculation of rental days/dates prior to the purchase of the coverageI have received three explanations, Allianz customer service, Hotwire Support and my Revdex.com response, that should be displayed at Hotwire's website prior to a customer being able to purchase the coverage! I will conclude by writing that I am disappointed to read a response which communicates to me a defense of paying out $coming from a representative of a company whose advertising tenor is best dealsHowever, I hope that Hotwire can please respond to the item I mention in this response to them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The response has not been resolved yetHotwire has only asked for additional information...which we have already provided to them during several phone calls The Revdex.com has advised us not to post personal info - yet Hotwire is requesting it to resolve the complaint Below the info that Hotwire has requested: Name of person who booked reservation: [redacted] Hotwire Booking Number: [redacted] Email Address used for the booking: [email protected] Thanks for your help [redacted] Sincerely, [redacted] ***