This business is not BBB accredited.

Hotwire

Phone: (866) 468-9473 View Additional Phone Numbers 655 Montgomery St Ste 600, San Francisco, CA 94111 View Additional Email Addresses http://www.hotwire.com


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Description

This company offers travel services on the Internet.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • The business is in the process of responding to previously closed complaints.


Customer Complaints Summary Read complaint details

2476 complaints closed with BBB in last 3 years | 1169 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 615
Billing/Collection Issues 171
Delivery Issues 103
Guarantee/Warranty Issues 119
Problems with Product/Service 1468
Total Closed Complaints 2476

Additional Complaint Information



Hotwire generates complaints as indicated in this report. Some complaints express dissatisfaction with air travel itineraries which are not provided until after the ticket is purchased. Other complaints allege inadequate or unacceptable hotel accommodations.

Customer Reviews Summary Read customer reviews

30 Customer Reviews on Hotwire
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 30
Total Customer Reviews 30

Additional Information

BBB file opened: October 05, 2000 Business started: 12/01/1999 Business started locally: 12/01/1999 Business incorporated 04/17/2000 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

California Attorney General / Seller Of Travel
300 S Spring St, Los Angeles CA 90013
http://oag.ca.gov/travel
Phone Number: (213) 897-8062

Type of Entity

Corporation

Business Management
Ms. Allisun Kent, Tier 3 Manager Ms. Ava Carlin, Support Team Manager Mr. Henrik Kjellberg, President
Contact Information
Principal: Ms. Allisun Kent, Tier 3 Manager
Number of Employees

300

Business Category

Travel Agencies & Bureaus Auto Renting & Leasing Hotels - Reservations

Alternate Business Names
Cimo, Inc. Hotwire.com Interactivecorp Lendingtime.com Sci Fi Channel - USA Network USA Interactive
Additional Information

Consumers should understand, Hotwire sells last minute discounted airline tickets and consequently does not guarantee non-stop or direct flights and connections may be inconvenient and could add hours to your trip. In addition, once the ticket is purchased it is non-refundable, non-changeable, non-cancellable and non-transferable. This means, once you order the ticket, it is yours, whether you like it or not and whether you use it or not. In other words - all sales are final - you cannot get a refund or change the ticket. As is always the case, the BBB suggests and encourages you to review and be sure you understand all terms and conditions BEFORE finalizing any purchase.

Products & Services

This company offers


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    655 Montgomery St Ste 600

    San Francisco, CA 94111 (212) 208-4506 (516) 495-9654 (415) 484-9567

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/28/2016 Advertising/Sales Issues
6/27/2016 Problems with Product/Service
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6/24/2016 Advertising/Sales Issues
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4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I haven't had any luck with Hotwire customer service department solving my problem and they keep giving me the run around. On 2-08-16 I booked a room online thru Hotwire.com, I call the hotel to confirm my room but when I got to the room on 2-12-16 the hotel didn't have a room available for me. I called Hotwire with the info and she booked me a different room for a different price but she said that hotwire was going to comp me the difference which was 126.54. She said that the money was going to be back on my card 7-10 business days. I called the company over 5-7 times and they told me for sure that the money was going to be back on my card 2-2-16. I yet have received my money, I called them today and the lady a talked to today told me that the billing department haven't responded yet and I have to wait another 7-10 business days for them to respond.

Desired Settlement: I just want a date that my money will be returned to me.

4/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hotwire has the "Best Price" advertisement. But I booked a hotel room mich more expensive than the price listed on the hotel website. Hotwire has the "Best Price" advertisement. But I booked a two queen beds hotel room with $100 per night thru hotwire, and then when I checked in, the holtel told me their record is a king bed room, so I was charged additional $20 per night. The most unbelievable thing is the price listed on the official website of the holtel is only $39 per night! While I paid $120 per night by using Hotwire!

Desired Settlement: Refund of the difference

Business Response: March 28, 2016

***** **
**** ***** ***
**********, ** *****

In response to BBB case number ********,
Hotwire Itinerary **********

Dear *****,

Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Bally's Las Vegas. I understand you are dissatisfied with your recent hotel booking because at the time of check-in, you found a lower rate on the hotel's official website. As such, you requested a refund of the difference in rates.

At Hotwire, we work diligently with our partners to offer consistently low rates to our customers. Being that we work with live inventory, rates are dynamic and will depend on what is available at the time that you made the search for a reservation.

Our records indicate you booked a Hot Rate(r) Hotel on February 25, 2016. Per the Hotwire Terms of Use, all Hot Rate (r) bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable which you accepted and agreed to as part of our standard policies and procedures.

In addition, an information in our Terms of Use and Help Center is addressed as follows:

"Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates"

Since the lower rate was not found within 24 hours after booking, we are unable to honor your refund request.

Based on the information above, we are confident we provided the lowest pre-tax rate for this property within 24 hours at the time of booking.

We appreciate your business and regret your Hotwire experience was anything less than exceptional.

Best Regards,

******** *******
Customer Care Relations
Hotwire Corporate Office

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Asking Hotwire to issue a refund for $62.73.I made car rental reservation and few hours later trip got cancel. I call them they refuse to cancel I made car rental reservation on hotwire on 3/9/16 pick up date March 10th 8.00 AM and return Mon 14th 8.00 AM for $62.73 and few hours later my trip got cancel and call them back ask to cancel but they refuse to cancel or issue me a refund. I ask for supervisor they put me on hold for 45 min.I hang up and call back and spoke with **** who said supervisor don't take call . They will have to schedule I call. I got call this morning from super visor said according to their policy car reservation could never be cancel ,refunded or assigned . I explain to her I am a customer and according to consumer law i have tight to cancel . I have read so many negative complaint about their company. My Name is ****. My Hotwire itinerary is **********.The case ***********.You can reach me at *** ***-****. My email *********************. Thanks!

Desired Settlement: I'm asking for a full refund

Business Response: March 28, 2016

***** ******
**** ****** *****
*** ******, ** *****

In response to BBB case number ********,
Hotwire Itinerary **********

Dear *****,

Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your car rental with Thrifty. I understand you are dissatisfied with your recent Hot Rate(r) car reservation as your request to cancel due to change in plans has been denied. As such, you are requesting a full refund.

Hotwire services two types of car rental reservations: Hotwire Hot Rate(r) and Hotwire Retail Rates. With Retail rates you are only reserving the car on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Retail Rates can be cancelled at any time without penalty. Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable. I confirmed the type of rental you booked is a Hotwire Hot Rate(r).

We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation.

On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the "Book Now" button you are accepting the Terms of Use.

I apologize for any treatment that was anything less than exceptional when speaking with our Travel Specialists. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us.

Based on the information above, I am unable to honor your request for a full refund.

Best regards,

*** *****
Customer Care Relations
Hotwire Corporate Office

4/9/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hotwire did not honor a car reservation taken over the phone after an literary was gotten from a web search I searched in the internet for a car rental on March 14, 2016. I googled Hotwire and received a quote online Reference ************* for a total of $136.47 for a midsize car rental through hotwire booked at ***** at ***** Airport from March 15, 2016 at 3:30pm returning to ***** Airport on March 22, 2016 at 1:30pm. Before I booked it online I called the number listed on my itinerary ************** to determine if i was suppose to drop the car off at ***** airport because my itinerary was telling me after picking the car up at the airport to drop it off at *** * ******* ****** **** ***** ** I called the above number and the woman who answered told me that she would take my reservation over the phone which she did. She asked for my name, phone number and email address. She told me that I did not have to pay over the phone< payment of $136.47 would be taken at the ***** counter at ***** Airport and at that time I could also obtain insurance for $9.00/day additional. She said that she would be sending on a confirmation email momentarily which would include my confirmation number. I never got my confirmation email! After an hour I called the above phone number again and was shuffled around to 4 different divisions before I was told that I was speaking to ******* and not Hotwire! They had no record of my reservation. I called ************** again and after my initial inquiry about my reservation got transferred to customer service for Hotwire in Manila. I spoke to **** who also had no record of my iniitial reservation, initial phone call, my phone number, or email address. He would NOT honor my reservation pricer and offered me a rate of $43/day instead of the $8>59?day that I originally booked. He stated that all the cars at that price were sold out even though I had gotten that price at 5:51 pm and was now speaking to him at 7:15pm the same day, March 14,2016

Desired Settlement: Honor the price quoted. They made me feel like I was lying by stating over and over that they had no record of my phone call or reservation based on my email address or phone number! This is not right!!! I know the price was a great deal but their website posted it and gave me a reference number and their employee took all my information to bhold the reservation so I would not lose my price!!!!!!!

4/9/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a hotel room with Hotwire but when I arrived for check in, the hotel was sold out and did not have room for me. Hotwire refuses to refund! I was staying in Bali, Indonesia over the Holiday at ********. We had friends in the Southern part of Bali and decided to meet them for NYE. I booked a hotel through Hotwire but when I had the driver from ******** bring me to the hotel, they did not have my reservation and said the hotel is sold out. I was turned away and had to call other hotels in the area to find availability. I found another hotel and called directly and booked it for the night. Upon my return to the states, I contacted Hotwire to resolve the issue and receive a refund but the emailed me saying that "We forwarded a your request to the hotel for further verification and Hotel advised that the booking was active on their system and it was run as a no show and will not refund as occupancy on the date of arrival was very high and booking was a non refundable status ." I can have the driver from ******** verify that in fact, the hotel turned us away which is why we booked another room.

Desired Settlement: I am seeking for hotwire to refund me the $450 that I had to spend on the other hotel and refund their charge or $228.

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My booking was not correct (hotel). Called customer service 4 times to correct issue. Placed on hold for over an hour and hung up on repeatedly. I booked a room for 3 through Hotwire. After attempting to check in, room would not accomodate all. Called customer service 4 times. Placed on holds totaling over an hour, and was disconnected each time. Did reach one person, called ***, who told me they didn't have the patience to help me correct the issue. No one is in a state to legally drive, which was why we'd ensured safety by booking a hotel room. Now, we're faced with the choice of unsafe driving to another facility or sleeping on floors, despite being billed total. I have also submitted an email through Hotwire's website and have sent an email to a customer service group that appears to be unmonitored.

Desired Settlement: We are looking for a refund for the full price of hotel rooms booked that will not accomodate party.

4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have got charged in US dollar instead of Canadian dollar! and never got my refund for difference exchange rate. I have booked two rooms from Hotwire, first one has been done by myself online and booked with 3 guests. Second one was almost a month after that when 2 of my friends decided to join our vacation, so I called Hotwire to make sure that I am getting room in same hotel. (Hotwire online won't show you what hotel you are getting exactly until you pay for it). The lady who was on the phone told me "You called at perfect time because we have lots of room available in same hotel as your first booking" and as I asked to get second room with only 1 guest! she said to me "Your second booking will be even cheaper as you have 1 guest and almost half of the first one" so I told her please go ahead and book the second room for me as well. She has got all the information she needed over the phone, like credit card number, address, phone number and at the end when she gave me the final price, I asked her to make sure she is charging me in Canadian dollar. and she said she is charging me $$$ in Canadian dollar and I agreed. I was busy on those days and after I checked my confirmation in my email, I realized there is no "CAD" behind the final price! so I called them and asked them to fix this issue. but after talking over the phone, they said they can't fix it even though it was her fault!!!!!! So I asked to talk with their supervisor, the gentleman over the phone told me I can get the difference between CAD and USD that I have been charged but they must listen to my initial conversation for booking and make sure that I asked the customer service to charge me in Canadian dollar! (I have booked before that none of them were in US dollar!!! why should I say that even though I asked for getting charger in Canadian dollar, but I think it is not a right practice when they can see all of my booking information) After talking back and forth I agreed to that, so after 5 business days "***" called me and he said he is the "manager" and he said I will get the refund (which was about $75 Canadian dollar) in my credit card within 10 business days! I haven't received it, so I emailed them and again they said we are going to refund you within 10 business days and again they haven't done it so far! (20 days is passed!) So please help me over this! if this was a Canadian based company, they would refund me the whole thing!!! I have had same issue with "The Slide The City" however I solved that problem with them after sending 20 emails! but I really don't have time to do the same thing with Hotwire. I expect BBB is going to solve this problem for me. this is a problem that has been made by lady at the first point for booking the second room, and I should not get this much trouble to get my money back! Thanks for your consideration in advance. Regards, *** *******

Desired Settlement: All they have to do is refunding the difference between 192 dollar from USD to Canadian dollar! I must paid 192 Canadian dollar! but they charged me for 192 US dollar which was 267 Canadian dollar on that time. (Last digits may not be accurate)

Business Response: Initial Business Response /* (1000, 5, 2016/02/09) */ February 9, 2016 *** ************** *** ***** ***** ****** ******, SK S6V 7Z8 In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *** ******** Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau regarding your hotel reservation at The Glenmore Inn & Convention Centre. I understand you were dissatisfied with your recent Hotwire booking because you have not received your refund yet. After reviewing your account, I confirmed that we received the information needed to complete the refund process. A refund in the amount of 77.07 USD was approved today. Refunds take 7-10 business days to process and it is up to your financial institution as to when the funds will be available for use. Please accept our apologies for the delay along with 25 HotDollars I applied to your account under ***********@gmail.com. HotDollars can be used on your future bookings with Hotwire for Hot Rate(r) hotels and Hot Rate(r) cars and are valid for one year, February 8, 2017. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to accept their response and I already provided Hotwire all information needed for refund. however until today I haven't received any refund. Final Consumer Response /* (3000, 12, 2016/03/22) */ ***Document Attached*** I haven't received any money from Hotwire!? I sent them all the information they needed and have got nothing back from them since today. How come this case is closed? I want the whole money back for this much hassle. wasting my time over and over for their own customer service problem... I am working and my time is valuable if it is not same for them! Final Business Response /* (4000, 16, 2016/04/07) */ EMAIL FROM BUSINESS: We issued the refund on 2/15 that was agreed to, $77.70. If he has any questions about the timing he can contact his bank.

4/6/2016 Advertising/Sales Issues
4/6/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
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4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotwire failed to honor a paid-for transaction that I had with the company. The confirmation from Hotwire email (for Hotwire itinerary XXXXXXXXXX) dated January 2nd and January 30th clearly indicated that "There is no need to reconfirm your reservation with Days Inn & Suites Fort Myers Near JetBlue Park or Hotwire." However, upon my arrival at Days Inn on February 8th for the first day of my family vacation, Days Inn front desk told me that 1) we could not check in because Hotwire did not put our reservation through the system; 2) we have to pay the "walk-up" rate of $169 per night for our stay; and 3) if we have any issues, we should take it up to Hotwire. After calling Hotwire on the spot and spending nearly two hours on the phone with three Hotwire representatives (including two specialists: ******** and ***** and Days Inn manager ******** I was told by Iban from Hotwire, without apology or explanations, that Hotwire would issue refund and we had to pay the going rates at Days Inn. We have been Hotwire customers for many years and have never encountered an incident like this. Hotwire charged us upfront but failed to deliver. We ended up paying $129.99 plus $14.30 tax per night for a total of $721.45, when in fact our Hotwire promised rate was $494.13. At the minimum, we expect to be reimbursed for the unexpected additional charge of $227.32.

Desired Settlement: Hotwire charged us upfront ($494.13) but failed to deliver. We ended up paying a total of $721.45, when in fact our Hotwire promised rate was $494.13. At the minimum, we expect to be reimbursed for the unexpected additional charge of $227.32.

Business Response: Initial Business Response /* (1000, 5, 2016/03/19) */ March 19, 2016 ****** ***** ** XXXXX ****** ***** **** ****** MD XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Days Inn & Suites Fort Myers Near JetBlue Park. I understand your dissatisfaction stems from finding out the hotel did not have your reservation at the time of check in. As such, you are requesting reimbursement of the difference in rate of the reservation you made directly with the hotel. Upon review of your account, I confirmed that you contacted us and spoke with our Travel Specialists on February 8, 2016. A refund was processed after our Travel Specialist verified the situation with the hotel. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. Allow me to assure you this is not typical of what our customers can expect when booking with Hotwire. I apologize for the inconvenience this situation has caused you. In order to review further, please send us a copy of your hotel receipt as well as a copy of your credit card statement reflecting the hotel charge. Please send it as an attachment to ***************@hotwire.com. Once we receive these documents, we will review them for a possible refund for the difference in the amount originally paid and the actual cost of your stay at the property. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PURCHASED A VACATION PACKAGE AND COULDN'T MAKE THE TRIP BECAUSE OF THE 01/23/16 STORM AND HOTWIRE IS REFUSING TO REFUND FULLY I LIVE IN LONG ISLAND , NY. I PURCHASED A PACKAGE CONSISTING OF HOTEL AND CAR RENTALS TO SCOTTSDALE ARIZONA ON 1/21/16 AT 1.47AM FOR 1/24/16 TO 1/27/16. BY THE TIME I WOKE UP LATER THE SAME DAY, I REALIZED BASED THE WEATHER FORECAST THAT FLIGHTS OUT OF NEW YORK WERE LIKELY TO BE CANCELLED AND I WILL NOT BE ABLE TO MAKE THE TRIP. I CALLED HOTWIRE TO CANCEL PACKAGE BASED ON INCLEMENT WEATHER. NO ONE PICKED MY CALLS ON THE CANCELLATION LINE, CANCELLATIONS COULD ONLY BE MADE BY CALLING. I CALLED SEVERAL TIMES A DAY FOR 6 CONSECUTIVE DAYS. DURING THE TIME I ALSO CALLED THE SALES LINE SEVERAL TIMES, WHICH ALWAYS HAD SOMEONE AVAILABLE. ON THE SALES LINE, THEY CLAIM THEY ARE UNABLE TO MAKE CANCELLATIONS AND TRANSFER ME TO THE CANCELATION LINE WHERE NO ONE RESPONDED, SOMETIMES I WAS ON HOLD FOR UP TO AN HOUR. ON THE 1/22/16, AFTER TRYING UNSUCCESSFULLY TO SPEAK TO A HOTWIRE CANCELLATION AGENT FOR ABOUT 24HRS, I CALLED THE HOTEL DIRECTLY AND THEY SAID IT WAS A THIRD PARTY PURCHASE BY HOTWIRE AND THEY ARE UNABLE TO HONOR MY REQUEST FOR CANCELLATION THAT IT HAS TO COME FROM HOTWIRE. AFTER CALLING MULTIPLE TIMES IN A DAY FOR 6 STRAIGHT DAYS, I WAITED ONE WEEK AND CALLED HOTWIRE BACK. I WAS ABLE TO SPEAK TO AN AGENT WHO PROMISED TO PROCESS A FULL REFUND OF MY MONEY . I DIDNT HEAR FROM THEM, SO I CALLED BACK A SECOND TIME AFTER ONE WEEK, SAME PROCESS, THE AGENT SAID A FULL REFUND WILL BE PROCESSED, THEY JUST NEEDED TO CONFIRM A FEW THINGS WITH THE HOTEL AND THAT I WILL RECEIVE AN EMAIL WITHIN 24HRS. I STILL DID NOT HEAR FROM HOTWIRE AFTER ANOTHER WEEK, SO I CALLED A THIRD TIME, DURING THIS TIME, I GOT THE AUTOMATED SYSTEM WHICH WAS SUPPOSED TO SET UP A CALL BACK WHICH I DID NOT GET. FINALLY I CALLED BACK ON 2/23/16, I WAS ABLE TO SPEAK TO AN AGENT, WHO STARTED THE PROCESS LIKE THE OTHER TIMES AND SAID THEY NEEDED TO CONFIRM A FEW THINGS WITH THE HOTEL, AT THIS TIME I TOLD THE AGENT THAT I WAS NOT READY TO GO DOWN THAT ROUTE ANYMORE, I TOLD HIM THAT I WAS READY TO MAKE A COMPLAINT ABOUT THEIR ORGANIZATION TO BBB BUT ONLY WANTED TO TRY ONE LAST TIME BEFORE DOING THAT, I ASKED TO BE CONNECTED TO A SUPERVISOR IF HE COULD NOT ENSURE MY FULL REFUND, THE HOTEL HAD EARLIER TOLD ME THEY WOULD ONLY DEAL WITH HOTWIRE SO THERE WAS NO NEED TO INVOLVE ME IN THEIR EXCHANGE. I WAS CONNECTED TO A SUPERVISOR WHO KEEP ME ON HOLD TO SPEAK WITH THE HOTEL AND LATER TOLD ME THAT I HAD BEEN CATEGORIZED AS A NO SHOW AND THAT THE ONLY THING SHE COULD DO WAS MAKE A REFUND OF HALF THE $720.46 I PAID. I DID LET HER UNDERSTAND THAT I WAS NOT SATISFIED WITH THIS ARRANGEMENT BECAUSE THE NEGLIGENCE WAS TOTALLY ON THEIR PART, I MADE EVERY ATTEMPT POSSIBLE TO CANCEL IMMEDIATELY THE EXTENT OF THE BAD WEATHER WAS CLEAR WELL BEFORE VACATION SHOULD HAVE STARTED. I SHOULD NOT BE MADE TO PAY FOR THEIR ORGANIZATION'S NEGLIGENCE AND I REQUESTED TO SPEAK TO A MANAGER, AFTE WHICH I WAS KEEP ON HOLD FOR OVER 30 MINUTES AND THE SUPERVISOR SUBSEQUENTLY CAME BACK ON THE LINE THAT MY REQUEST HAS BEEN COMMUNICATED TO A MANAGER WHO WAS AVAILABLE AT THE TIME BUT SHE WAS NOT SUCCESSFUL IN CONNECTING US . ALSO THAT THE MANAGER HAS MY PHONE NO AND WILL BE CALLING TO SPEAK TO ME. SHE REQUESTED THAT I KEEP MY LINE OPEN FOR THIS PURPOSE WHICH I DID. THIS IS 48HOURS AFTER THE DISCUSSION, I AM YET TO HEAR FROM HOTWIRE'S MANAGER. I HAVE ONLY RECEIVED AN EMAIL PROCESSING A REFUND OF HALF OF WHAT I PAID - $360.24 MY HOTWIRE ITINERARY NUMBER IS XXXXXXXXXXX I PAID BY CREDIT CARD

Desired Settlement: I WANT A FULL REFUND OF THE MONEY PAID TO HOTWIRE $720.46

Business Response: Initial Business Response /* (1000, 5, 2016/03/15) */ March 14, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ********* ******** (BBB case number XXXXXXXX) regarding a package reservation. We understand ********* ******** is requesting a refund. On March 9, 2016 we received the receipt of the BBB complaint. Our records reflect January 20, 2016; the customer self-booked a package reservation, using Hotwire.com. The hotel stay was at the Charparral Suites, check-in date January 24, 2016, check-out date January 27, 2016. The car rental with Hertz, pick-up date January 24, 2016, drop-off date January 27, 2016, located in Phoenix, Arizona. The customer is stating due to the winter weather they tried to contact Hotwire to cancel their package, however was not able to speak to anyone. The customer is stating they were finally able to contact Hotwire two weeks later, and was advised they would be refunded in full for the package; however they still have not received a refund. Hotwire contacted the hotel on the customer's behalf and was advised the customer was a no show. In addition, they found no information the customer contacted them to cancel the hotel reservation. The hotel will not authorize a refund for the booking. In addition, we contacted Hertz Rental car, they advised the customer was a no show and they will not authorize a refund. Hotwire serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. If they have any additional questions, we advised them to contact us immediately before purchasing the itinerary. We can confirm on February 23, 2016, the customer contacted Hotwire inquiring about the status of their refund request. Our agent advised the customer the package was not canceled, and that their travel dates had passed. Our agent consulted with a supervisor and was advised that there were no calls from the customer, until today. In addition, the supervisor was able to verify there was no activity in the customer's account until today. As a one-time courtesy, Hotwire processed a partial refund for the hotel booking in the amount of $360.24 and for the car rental in the amount of $67.07. The customer was advised no further action was taken. On March 14, 2016, we can confirm the customer was refunded on February 23, 2016, in the amounts of $67.07 and for $360.24; for a total of $427.31. Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each vendor has its own specific set of policies and procedures as does each reservation purchased. Hotwire must abide by the terms and conditions agreed to at the time of booking, and as a result. Hotwire is unable to issue a refund as requested. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Better Business Bureau, I have read through hotwire's response and I am even more upset and highly disappointed at their conduct. The claims that I did not contact them before 2/23/16 and that I did not contact the hotel - Charparral Suites is not true. I contacted the hotel at the provided no -X (XXX) XXX-XXXX. I have copied and pasted a portion of my phone records downloaded from my t mobile account for 1/22/16. which shows multiple calls to hotwire 1-866 numbers on that day and exact time for call to the hotel as 2.39am for 5mins. See below; 1/22/16 1:36 AM 1-866 # (XXX) XXX-XXXX 48 1/22/16 2:25 AM 1-866 # (XXX) XXX-XXXX 3 1/22/16 2:29 AM 1-866 # (XXX) XXX-XXXX 5 1/22/16 2:33 AM 1-866 # (XXX) XXX-XXXX 2 1/22/16 2:39 AM to PHOENIX/AZ (XXX) XXX-XXXX 5 1/22/16 2:44 AM 1-866 # (XXX) XXX-XXXX 2 1/22/16 7:50 AM 1-866 # (XXX) XXX-XXXX 3 1/22/16 7:53 AM 1-866 # (XXX) XXX-XXXX 2 I am able to mail in the complete record for the period of January to February 2016 or attach ( if there is a location on your site through which i can do this) complete records with calls to Hotwire highlighted. With the response that Hotwire has given, I am even more convinced that they should be made to refund every dollar that I paid to them. They have even resorted to denying events instead of admitting their negligence. Thank you, ********* ********

4/6/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
4/5/2016 Problems with Product/Service
4/5/2016 Problems with Product/Service
4/5/2016 Problems with Product/Service
4/5/2016 Problems with Product/Service
4/5/2016 Advertising/Sales Issues
4/4/2016 Problems with Product/Service
4/4/2016 Delivery Issues
4/4/2016 Problems with Product/Service
4/4/2016 Problems with Product/Service
4/4/2016 Advertising/Sales Issues
4/1/2016 Problems with Product/Service
4/1/2016 Problems with Product/Service
4/1/2016 Advertising/Sales Issues
4/1/2016 Problems with Product/Service
3/30/2016 Guarantee/Warranty Issues
3/30/2016 Advertising/Sales Issues
3/30/2016 Problems with Product/Service
3/30/2016 Advertising/Sales Issues
3/30/2016 Problems with Product/Service
3/30/2016 Guarantee/Warranty Issues
3/30/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotwire which is a subsidiary of Expedia advertised hotel rate in CAD Upon booking they charged in USD. I complained. They told me toI bad. With pics I booked a hotel through hotwire, which is a subsidiary of Expedia. My mobile application was set to display in Canadian dollars. The advertisement was in Canadian dollars. I screenshotted the advertisement before i booked. Upon booking they charged me in USD and when I called to complain they told me to go through the proper channels and speak with the research team. Which I did I emailed them a lengthly and detailed email stating my issue and attaching several screenshots proving my claim. They emailed me back about a completely different iterinary number then the one I indicated in my email and tried to say the iterinary number they were referencing was charged in USD when in actuality THAT itinerary number was charged in Canadian. So basically they tried to swindle me and replied to my complaint with the wrong information and then maliciously tried to blatantly lie to me and and defend their actions when they didn't actually even know what they were talking about furthermore they told me to send in screenshots if I didn't agree with their decision. Proving they never even looked at my initial screenshots. So I emailed them back and provided all of the information and screenshots a second time. They emailed me back and said to wait 14 days and follow up. I called them today to follow up and they said they can only open a new complaint and to follow up on following up on a complaint. They're giving me a run around and every time I ask to speak to a manager they hang up on me or put me on hold forever. I sat on hold once for 2 and a half hours only to be hung up on. This isn't about the money. It's $40 difference It's the fact they ADVERTISED in Canadian dollars and then charged in American and refuse to fix the issue when I've clearly shown proof of their mistake I've tried countless times to contact them via email and phone and have been ignored. Please help.

Desired Settlement: I would like the amount charged on my card adjusted to reflect the ACTUAL rate I agreed upon which is 84.23 CAD. They charged my credit card 121.77 CAD. which was the equivalent of 84.23 USD. But my screens hots and their advertisement was for 84.23 CAD. I would also like a formal apology from Hotwire or Expedia.

Business Response: Initial Business Response /* (1000, 10, 2016/03/07) */ March 7, 2016 *********** ************* ******************** In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) reservation with Days Inn Brampton. I understand you are dissatisfied with your recent hotel booking as your refund request was denied despite sending screenshots showing the rate being advertised in CAD. As such, you are requesting a refund of the difference in rate. We strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. After checking your account, I confirmed you booked the reservation on our Mobile Application for Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. On the billing page, we have links to the Travel Product Rules and Restrictions, and Terms of Use. In addition, we list in the bullet points on the page where you booked that the reservation is final, non-changeable, non-cancellable and non-refundable. We also message that by clicking the "Book Now" button you are accepting the Terms of Use. We looked into the screenshots you sent, however, we are unable to verify a screenshot showing that before completing the reservation, the rate in the trip summary was quoted in CAD. The only screenshot showing rates quoted in CAD was your reservation with Best Western Plus Toronto Airport Hotel. To further review, kindly send us the screenshots of your reservation with Days Inn Brampton showing the trip summary in CAD to customersupport@hotwire.com. Once we receive these documents, we will review them for a possible refund for the difference in rate. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

3/24/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Advertising/Sales Issues
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/22/2016 Guarantee/Warranty Issues
3/22/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues
3/22/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues
3/22/2016 Advertising/Sales Issues
3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am expecting a qualified refund coming from a lower price guarantee on a reservation I did on January 2nd/2016. More than a month waiting for $ I have received two emails from Hotwire confirming that I was eligible to get the refund of $325 based on the lower price guarantee. The condition to get the refund was to complete the stay and after 10 business days of the check out date (01/13/16) I would expect to have the money back to the original method of payment of my hotel reservation, but has been almost a month and I haven't received the money or at least a concrete answer when I can expect to make this happen. Every time I tried to contact Hotwire over the phone regarding my refund, I have been told that I have to wait 7 to 10 business days to receive an answer from the in charge dept, but it has been 2 10 business days cycles without happening anything from them. I hace had to pay to my bank all the interest and fees for the full amount of the transaction because of the delay on the refund.

Desired Settlement: It is not fair not to have an official answer of why is this happening. I want to have the refund back to my credit card.

Business Response: Initial Business Response /* (1000, 14, 2016/03/02) */ March 2, 2016 ****** ******* ***************** **************** ********************************************************************* Dear ******, Thank you for the opportunity to address your concerns as sent through the ********************** regarding your reservation with Barcelo Bavaro Palace Deluxe All Inclusive Resort. I understand you are dissatisfied as you still have not received your refund from your Low Price Guarantee claim. We apologize for the inconvenience this has caused you. After reviewing your account, I confirmed we have issued the refund on February 18, 2016 in the amount of USD 325.60. Refunds typically take 1 to 2 business days and is up to your financial institution as to when the funds will be available for use. Please accept our apologies along with 25 HotDollars added in your account under ************************ as compensation for the delay. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on March 1, 2017. Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office

3/22/2016 Advertising/Sales Issues
3/22/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotwire**** made a mess of a previous booking and gave me credit as****pensation which I am now unable to actually use. I attempted to book a stay in the Mercure Cannes Mandelieu online with hotwire**** last year in April. The booking was unsuccessful online so I made the booking on the phone. The agent I spoke to on the phone incorrectly entered my email address which should have been ********************** and instead entered *********************. This meant my booking was lost and it took over a week to recover it with multiple emails and phone calls, which cost money as I was calling internationally. Once the incorrect email address and losing my booking for a week situation was resolved I received no apology and my email requesting compensation was ignored. Later in April I discovered that the 'waterfront' hotel I booked was actually in the middle of an industrial area and was no where near any water. I called to complain again and was given the option of a full refund but I would lose the booking, or a half refund in the form of credit and I could still stay in the hotel. I chose the later and my account (*********************) was credited $72.79. This week I attempted to book a hotel in Australia using the above mentioned credit and when it didn't show up on the booking page, and only my card details were requested I searched the hotwire**** help centre and found this - If I'm using HotDollars, why am I sometimes asked to enter a payment method? -Couple of reasons when this might occur: --HotDollars can be used to book your trip, but they cannot be used to pay for additional features. --If you choose additional features, like insurance (Trip Protection or Rental Car Protection), you will be asked to enter a payment method to cover these features. --Also, if the cost of your trip is more than your HotDollars balance, you will be asked for a payment method to cover the additional amount. From this I understood that my card would only be charged the difference between my hot dollar balance and the cost of the hotel. But instead my card was charged for the full amount. At this point I called the hotwire**** support line and was transferred to 7 people over 40 minutes before being hung up on, following which I emailed to request a call back to resolved the issue. I was emailed back asking for more details so I have sent the above summary as well as the following request: I am asking for is the hotel I have already booked to stay booked and I want a refund of $72.79 (my hotdollar balance). If I need to rebook that is fine (although I will require a refund of the international transaction fee as well as the already mentioned refund as I refuse to pay this twice). *******************************************************************************

Desired Settlement: I am asking for is the hotel I have already booked to stay booked and I want a refund of $72.79 (my hotdollar balance). If I need to rebook that is fine although I will require a refund of the international transaction fee as well as the already mentioned refund as I refuse to pay this twice

Business Response: Initial Business Response /* (1000, 5, 2016/02/07) */ February 7, 2016 ******* ***** *************************************** *************************************************************************** Dear *******, Thank you for the opportunity to address your concerns as sent through the **********************, regarding your hotel reservation. I understand you were dissatisfied with your recent hotel booking because the HotDollar credit was not applied to your reservation. As such, you are requesting a refund in the amount of $72.79. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) cars rentals and Hot Rate(r) hotels reservations. Your HotDollars will expire one year from the date of issue. We service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotel. Based on this information, I am unable to honor your request for refund. Your HotDollar credit is still available in your ********************* account in the amount of 72.79. Which expires on May 21, 2016. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find this response very disappointing. The reason I have this credit in the first place is due to a rather large error on the part of Hotwire**** and I was not told the****pensation would have such limited use - I would not have accepted the offer if I had been informed. To explain the situation - I booked a hotel in France for last May and it was advertised as 'waterfront' when I looked into this further after being informed of the hotel name I found it was actually in an industrial area and a fairly long walk to any waterfront - which wasn't even a beach. I****plained to Hotwire**** and they offered me credit to the value of half my booking to use on my next booking. At no point did they tell me that the credit was only available to use on certain types of hotels and I was not given notice in writing. I am going to cancel the existing booking for the Hunter Valley and book elsewhere, as I have****pletely lost any trust in Hotwire****, as such, credit with the****pany is now totally useless to me. I would like to receive a partial refund for my France trip in real money, I have had problem after problem with these 2 bookings and I have wasted a huge amount of time on this. I also require a refund of the AUD10.18 in transaction fee that I will lose in having to cancel this booking. I hope that this can finally be resolved quickly. Final Business Response /* (4000, 9, 2016/03/01) */ March 1, 2016 ******* ***** ****************** ******************** *************************************************************************** Dear *******, I am writing in response to your additional correspondence with Hotwire and the ********************** regarding your hotel reservation. I regret you remain dissatisfied with our response. I understand that you want to apply the HotDollars credit that you have to your "hotel" type reservation. When we issue HotDollars, customers automatically receives and email confirming issuance which clearly indicates that you can use HotDollars to book any Hot Rate(r) Hotel, or Hot Rate(r) Car reservation on the Hotwire site - just ensure you are logged in so your HotDollars are displayed as a payment option on the billing page. Each one is equivalent to one U.S. dollar in value and is available for one year from the date of issuance. You will still be required to enter other billing details to cover any amount beyond your available HotDollars and any remaining HotDollars will stay in your account for future use. When applicable the option to apply HotDollars will appear on the billing page. Allow me to assure you it is not Hotwire's intention to mislead our in any way. Rather, we strive for clarity on our site and provide all the dcustomers etails on how much are we going to charge the card and if any discount, coupon or HotDollars was applied on the reservation. As such, my decision has not swayed and I am unable to honor your request for a full refund. We appreciate your business and look forward to assisting you with this matter. Best regards, ********* Customer Care Relations Hotwire Corporate Office

3/18/2016 Billing/Collection Issues
3/18/2016 Problems with Product/Service
3/17/2016 Delivery Issues
3/17/2016 Billing/Collection Issues
3/17/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
3/15/2016 Delivery Issues
3/14/2016 Problems with Product/Service
3/14/2016 Advertising/Sales Issues
3/14/2016 Advertising/Sales Issues
3/14/2016 Billing/Collection Issues
3/14/2016 Advertising/Sales Issues
3/14/2016 Advertising/Sales Issues
3/11/2016 Advertising/Sales Issues
3/11/2016 Problems with Product/Service
3/11/2016 Advertising/Sales Issues
3/11/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotwire refuses to refund a car rental reservation made double my errors of their online system. Today 3/9/16 I used the Hotwire website to reserve a car rental and it was defaulted to a date and time that wasn't what I had set (Car confirmation GXXXXXXXXXX, Hotwire Itinerary XXXXXXXXXX). So I fixed it by making another reservation making sure the defaulted system won't override my choice (Car confirmation GXXXXXXXXXX, Hotwire Itinerary XXXXXXXXXX). When I immediately call Hotwire to the phone X-XXX-XXX-XXXX they saw that both reservations had the same departure date and time for me, and that I clearly won't be able to drive two cars at once. However their rules and policies so unbendable and unjust, won't allow them to delete the reservation that was clearly made by error. I explained the logical situation, and they kept reading the small print to me. I feel scammed and taken non-seriously as a costumer. They don't show a preview of the summary of the purchase at the end before submitting the payment, like every other business online. They show you the summary at the end, and in the email they send, only after the payment is "final" no refunds, no changes, no transfer, nothing, not even a period of time to change your mind (which was not my case) and undo or modify the transaction. In the United States of America, I can't picture a rule that says, "sorry, I cannot give you a refund for that mistake you made and that service you paid for that we already know you won't be able to use." That is completely wrong, unethical, and belligerent. Thank you for your help.

Desired Settlement: I would like the refund of that reservation I am not going to be able to use because I will be using only the one that is correct. That is a total of $60.19.

Business Response: Final Consumer Response /* (2000, 6, 2016/03/09) */ Problem was solved. Apparently someone who knows the possible glitches of the online process recognized the clear error that was not cause by me but by the system. That person promised the refund I was requesting. Thank you ******* *******

3/8/2016 Guarantee/Warranty Issues
3/8/2016 Problems with Product/Service
3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Advertised a modern up to date 3.5 star hotel, did not receive modern or up to date. I received an outdated hotel. I purchased a hotrate listing from hot wire advertising a 3.5 star hotel for 78 dollars a night. The hotel was compared to Hyatt, Sheraton, Embassy Suites, and Hilton. It also stated that these hotels are examples and not guaranteed at the time of booking. I understood that and was fine with not receiving one of the previous hotels listed. I completed the booking and my hotel was revealed to me. I searched the hotel on the internet and saw it was completely out of date and did not understand how it could be in the same running as the previous hotels listed. I called hotwire and they said all they could do was give me a refund and rebook me. That would have been a great solution if they would have credited me immediately,I had already spent roughly 300 dollars on the first room and was not in a position to have 600 dollars held up on my account.Their refund policy takes 3 business days and I could not afford to wait that long to get my money back. I do not think it is fair that they advertised modern up to date hotels and did not give me anything similar. I never requested a refund because I still want my purchase, I would just like to be moved to a hotel that is truly similar to what they advertised. ADDITIONAL DETAILS: Case is being handled by another organization: PayPal

Desired Settlement: I would like to be moved to a hotel that is truly similar to the hotels that you placed in a 3.5 star category. You should not advertise modern up to day hotels if that not what your going to get.

Business Response: Initial Business Response /* (1000, 5, 2016/02/08) */ February 8, 2016 ******* ***** ************************************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your booking with Town and Country Resort & Convention Center. I understand you are unhappy with the hotel you received as you feel that the property is not comparable to the 3.5 star hotel collection listed at the time of booking. As such, you requested to be moved to a different hotel. At Hotwire, star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. In addition, we strive for clarity during the booking process. After searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. Regardless of star rating, we guarantee customers a clean and comfortable stay. In the event you have any concerns upon arriving, please contact Hotwire Customer Care at 1-866-468-9473 (HOTWIRE). Our associates are available 24-7 and are dedicated to answering any questions you may have before or after you make a reservation. Based on the information provided above, I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Hotwire because when this issue initially happened, they were more than willing to rebook and resubmit a new hotel for me, not there is nothing they can do? I gave them more than 1 valid point as to how this hotel did not meet the standards as what it was advertised for. I requested 3.5 star and when they entered this hotel it was coming up in the same category as 3 star. Hotels.com even advertised it as a 3 star and not 3.5. Not only that but if you look at my history for this purchase I called many times to speak with someone and they all gave me the same option to rebook with town and country not being one of the options. The hotwire staff told me Town and Country was an updated modern hotel just like the ones that were listed, I called Town and Country and explained to them that I purchased a room from hotwire and asked what kind of room would i receive and even the agent on the phone said you will be getting an out of date room. We do not offer our modern up to date rooms to hotwire guest. This is another blatant lie. Hotwire advertised something completely different than what was delivered. They took advantage of this situation and me as a consumer. You state in your response "I am unable to honor your request to change your non-refundable and non-changeable HotRate (r) reservation," but you have already offered to do that so yes you can change it, your just choosing not to. Final Business Response /* (4000, 9, 2016/02/24) */ February 24, 2016 ******* ***** ******************************************* XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Town and Country Resort & Convention Center. I regret you remain dissatisfied with the previous information provided. I understand you were given an option to rebook your reservation as an exception. However, our preceding response did not honor the change. We apologize for the confusion this has caused you. After thorough investigation, I confirmed one of our Travel Specialist offered a one-time exception to rebook your non-changeable and non-refundable HotRate(r) reservation. As such, allow me to extend this exception to have you rebooked to a different property at your cost. Please contact our Customer Care Department at X (XXX) - XXX - XXXX. We will honor this exception any time before March 7, 2016 at 11:59 PM PST. Please note that as we are working with live inventory, rates changes from time to time based on availability. Thus, we cannot guarantee the same rate as your current booking. We service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, property details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. The property will be revealed after booking. To avoid getting the same hotel, we suggest you book a Hot Rate(r) hotel with a different star rating or one of our Hotels online. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

3/8/2016 Problems with Product/Service
3/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 4.5* all inclusive hotel from hotwire for Feb14-FebXX XXXX. I am not booked for all inclusive, just room only. Alsol Luxury Village I booked a hotel through Hotwire (Jan 15) under the understanding that it was all inclusive as the title of the product I clicked said "Punta Cana- Cap Cana Area All inclusive hotel", other hotel options did not say all inclusive, and some did in their title. I received Alsol Luxury Village as my hotel. My itinerary provided by Hotwire did not state my stay was all inclusive. I then contacted Hotwire via web support to confirm and got an email reply from hotwire assuring my stay all inclusive (email reply below). I also have a screenshot showing the title of the hotel being all inclusive before I provided my credit card information. As I was unsure about my stay I decided to call the hotel and they confirmed my stay was for "Room Only". Frustrated, I called back hotwire and their representative said the situation would be escalated. I got an email back today (Jan 18) stating my dispute will have no resolution. This is a pretty black and white case. I have an email from Hotwire and a screenshot of my purchase checkout showcasing my hotel was going to be all inclusive. The hotel told me they are new to hotwire and have had this problem before however hotwire has no resolution or no one else to contact. They said their "investigation team" came with a conclusion and that is that.

Desired Settlement: I want my package to be all inclusive OR a refund.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ January 29, 2016 ******** ***** **************************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Alsol Luxury Village. I understand you are dissatisfied with your recent Hot Rate hotel booking. You feel our site led you to believe you would receive an all-inclusive reservation. We at Hotwire, strive for clarity during the booking process. We provide several avenues for our customers to find information about our products prior to booking. When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as an All-inclusive Property. Each all-inclusive resort's amenities vary, they commonly offer extras such as free food and drinks, entertainment, land and water sports, kids' programs and gratuities. For a complete list of services offered by your resort property, we recommend to review the amenities shown in the search results and details. The amenities we listed at the hotel were Resort, Smoke-free rooms, Children's activities, Fitness center, Pool(s), Restaurant(s), Business center, Internet access and Spa services. I apologize for any misunderstanding and confusion regarding our descriptions. After reviewing your account, I confirmed our Travel Specialist processed an exception on January 20, 2016, in the amount of CAD 2,645.27. The refund typically takes 1-2 business days for the funds to return to your financial institution. It is then 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, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not got my refund as the lady made me book another trip at a lower star. Can I get that refunded please. Final Business Response /* (4000, 9, 2016/02/23) */ February 23, 2016 ******** ***** **************************************** In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear ********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Alsol Luxury Village. I understand after we cancel your reservation with Alsol Luxury Village, you made another all-inclusive reservation which is with Be Live Collection Punta Cana, Hotwire Itinerary XXXXXXXXXX. You are now requesting to refund that reservation as you found out the hotel was also not an all-inclusive property as we advertised. We apologize for the inconvenience this has caused you. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. After reviewing your account, I confirmed we have also issued a full refund for the alternate reservation you booked with Be live Collection in the amount of USD 1725.16. Refunds. Typically takes 1 to 2 business days and is up to your financial institution as to when the funds is available for use. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

3/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Refuses refund for booking that website listed as refundable On January 16, I booked a room at the Extended Stay in Orange County CA Itinerary # XXXXXXXXXX. I called to cancel the booking on January 18th - It took 4 phone calls to be told that the reservation could not be canceled. I have been placed on hold three different times for up to 45 minutes This company is flat out fraudulent!

Desired Settlement: Please refund the booking amounts $277.44

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ January 29, 2016 ******* ****** *************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Extended Stay America in Orange County, CA. I understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, as your request to cancel the reservation was not honored. On Hotwire, there are two types of hotel reservations: Hotwire Hot Rates(r) and Hotwire Standard Rates. For standard rates, hotel details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rates(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms. After reviewing your reservation, I have confirmed you booked a Hot Rate(r) hotel. On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: All bookings are final. No refunds, changes or transfers. Your account will be billed for the full amount when you book. After you book, the hotel's name and address will be revealed. Hotels will require a credit card when you check in; debit cards may not be accepted. You'll pay the hotel directly for additional charges, like room service or resort fees. Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed. Sometimes amenities may be closed for the season or for renovation, though we try to show what's currently available. Based on the information above, I am unable to honor you request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because regardless of the booking type - the website had a tag on the room that it was refundable. Further, I called five times and asked for a Supervisor four times. I was placed on hold, hung up on and never transferred to a Supervisor. Hotwire used Bait & Switch tactics, and hid under the 'there are two types of bookings" mantra. ******* ****** Final Business Response /* (4000, 13, 2016/02/23) */ February 22, 2016 ******* ****** *************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Extended Stay America in Orange County, CA. I understand you were dissatisfied with your recent hotel booking as you thought the booking was refundable. As previously mentioned, you booked a HotRate(r) Hotel. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation. As all HotRate(r) bookings are final, we provide a list of Hotwire's Terms of Use on the billing page. This gives customers the chance to review the reservation details before completing the booking. Below was the bulleted reminders provided at the time of booking: All bookings are final. No refunds, changes or transfers. We billed your account the full amount shown in the Hotwire total. You pay the hotel directly for charges like room service, parking or resort fees. Keep this confirmation or your confirmation email to show your booking is prepaid. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, **************** Customer Care Relations Hotwire Corporate Office

3/7/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotel presented as 5-star is 4-star, leading to an unintended deal I ordered a "hot rate" 5 star hotel in Barcelona ("hot rate" means you don't know the specific hotel, just order based on location and star rating and name of hotel is revealed after you pay). Coming to the hotel I found it is clearly not close to a 5-star. More like a 3/4 star. I wondered if perhaps this is just me, so I checked with expedia, travelocity, hotels.com and several others - ALL OF THEM list this hotel as a 4 star. Only Hotwire have it as a 5 star, to trick you into bidding for something you would not otherwise go for. Wrote them and attached screen shots of a bunch of other sites showing it as a 4-star, but they don't care. They say they "are confident" their rating is right, and are "unable" to refund me.

Desired Settlement: A refund of payment made for this stay

Business Response: Initial Business Response /* (1000, 5, 2016/02/07) */ February 7, 2016 *** ***** ********************************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation at the ****** Apartments. I understand you were dissatisfied with your recent hotel reservation, specifically on how we calculate the star rating of our partners. As such, you are requesting a full refund. We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on our customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. Regardless of star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. We remain confident the current 5.0-star rating of this property is an accurate reflection of its overall quality and offerings of this hotel. Based on the information provided above, I am unable to honor your refund request. Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response simply chants what I've heard before - that our star rating is right. It does not at all refer to the fact that NO OTHER website I could find (and I've searched roughly two dozens) shares this estimate of the hotel as a 5 star. Does should have at the least lit some red light in the minds of the Hotwire people, that perhaps they are wrong. But they are totally unwilling to merely entertain that opportunity. A more decent hotels site would offer compensation, at the least in the form of credit. *** Final Business Response /* (4000, 9, 2016/02/23) */ February 23, 2016 *** ***** ********************************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with ****** Apartments. I regret you remain dissatisfied with the handling of your situation. I understand you do not agree with the star rating of the property. As such, you are requesting a refund. I regret the frustration and inconvenience this situation created, and appreciate you took the time to express your concerns. At Hotwire, we take customer complaints and feedback seriously and we strive to provide our customers with the most up to date and accurate information as possible. As previously mentioned, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. After reviewing your account, I confirmed the hotel was downgraded from 5 star to its current 4 star rating on February 18, 2016. For the experience, we have applied 50 HotDollars to your account under ********@gmail.com. HotDollars are equivalent to US Dollars that can be used in your future booking for HotRate(r) Hotels and HotRate(r) Cars which is valid for 1 year. Our goal is to exceed your expectations; we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office

3/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a hotel in Dussseldorf and the ad said that breakfast was included. However at checkout I had to pay extra for it - 118 euros. Dear Hotwire, last year I booked a double in the Madison Novum in Dusseldorf through yourself in april 2014, for a stay 16-22 december 2014. Hotel confirmation - XXXXXXXXXXXX Hotwire itinerary - XXXXXXXXXX I booked it because it was close to the train station, reasonably priced, free internet, free breakfast. In all the emails etc. I had from you it clearly said Free Breakfast in the Facilities section. On checking out of the hotel I was informed by the manageress that breakfast was NOT included, and never was on "these" deals. Not sure what she meant, but it was clear they had had this "problem" before. In fact before booking with you I checked the hotel out on TripAdvisor, and one person had mentioned that they were told at checkout that their supposedly free breakfast cost 14 euros. It seems to me this hotel should make it clear to their agents such as yourselves exactly what is and what is not included in the deal. In my case I paid £189.01 for 6 nights, a good deal if breakfast was included, but not it it wasn't. In the end I had to pay an extra 118.80 euros for myself and guest for breakfast.

Desired Settlement: As I paid an extra 118 euros for several breakfasts which I should not have had to do I respectfully wish this sum refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ January 20, 2016 **** ******* ************************************************* In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your hotel at the Novum Business Hotel Madison Dsseldorf Hauptbahnh. I understand you are dissatisfied with your recent reservation as you ended up paying your breakfast, even though free breakfast was indicated on your booking. As such you are requesting a refund on what you paid. When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as free breakfast. If the amenity is listed, we guarantee it is found at the hotel. While we understand this was not the case happened, we've agreed to refund the amount of 118 Euros on you paid for the breakfast. We also came to the conclusion that we will remove the 50 HotDollars that we applied on your account in exchange of the refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */ EMAIL FROM CONSUMER: Dear BBB one of your operatives rang me to say that my case has been sorted and I would be getting the money I paid for for the breakfasts at the hotel in Dusseldorf I booked with Hotwire. My Coop bank details are as folloews- ************************************************************************************************** Many thanks for your help in this matter, Regards **** ******* Final Business Response /* (4000, 10, 2016/02/22) */ February 22, 2016 **** ******* ********************************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Novum Business Hotel Madison Dusseldorf Hauptbahnh. I understand you are dissatisfied with your recent booking as you had to pay for your breakfast, contrary to the free breakfast provided in your reservation. As we confirmed in the contact you had with our Travel Specialist, we agreed to refund the amount you paid for the breakfast at the hotel in the amount of 118.00 via wire transfer. Please allow us 7-14 business days to process your request. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

3/7/2016 Problems with Product/Service
3/7/2016 Billing/Collection Issues
3/7/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: One flight delayed, all flights were cancelled without refund or any arrangement. A representative assured me the return flight would not be cancelled So I booked a trip to ****** on Hotwire for my Thanksgiving vacation. Basically I was supposed to fly from ********* to *** and then Mexico City and finally ******. The first flight was operated by Delta airline but was unfortunately delayed. By the time I got to ***, the second flight was already gone. I contacted Hotwire for help, and they said due to their contract with Aeromexico (the one that is responsible for the flight from ***-Mexico City- ******), my ticket is not refundable and they will not arrange any flight for me. My only choice was to purchase another ticket to go to ******. However, the representative assured me that my return flight was still valid, so I just need to purchase a ticket from *** to ******. I did not want to spend more money, but I was basically out of options. So I went ahead and purchase a ticket directly from another airline. After that, I just want to confirm my return flight was indeed valid. So I called Aeromexico directly, but was told that my return flight was cancelled too. I was confused, so I called Hotwire again. Another representative picked up the phone, and told me something different than what the first representative did. She told me that my return flight was indeed cancelled, and there was nothing she could do. I politely asked her to make sure or get me the first representative, but she HUNG UP ON ME. Then I made another call to hotwire, directly asking for the supervisor. The supervisor told me that she needed to look into the phone recording and find out what exactly the first representative said, but she wasn't able to do so until their office is open next morning. I had no choice but to accept that. I was afraid that it would be too late for me to get a return ticket after I finish communicating with them, so I went ahead and use my own money to purchase another ticket for the return trip. Next morning,the supervisor called back, and told me to wait on the line before she transfer me to the person who was in charge. However, I had to stay on the line for more than two hours before a gentleman finally took over. He asked me exactly the same thing that the supervisor asked the night before, and told me that they still haven't listened to the recording, and I needed to wait TWO MORE DAYS before I get an answer. And this time he offered to arrange me a ticket for the return trip. Since I already purchased my ticket, I told him that I can wait for the result of the final investigation and figure out a solution or compensation. He promised me that he would get back to me, but I waited for more than one month and there is still no result.

Desired Settlement: Tell me the result of the investigation, apologize, and figure out what to do about the extra money that I had to spend

Business Response: Initial Business Response /* (1000, 6, 2016/01/21) */ January 21, 2016 Better Business Bureau Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. Our records reflect that on November 11, 2015, Mr. ***** booked a roundtrip flight from *********, California to ******, ****** for travel November 23, 2015 through November 28, 2015. We understand from Mr. *****'s complaint that he flew the first leg of his flight from ********* to *********** but, the flight was delayed. This caused him to miss the connecting flight from *********** to ****** City. Mr. ***** states that he contacted Hotwire for assistance and was instructed to purchase a new flight to ******, and informed that his return flight would remain active. He purchased a new outbound flight and contacted Aero ****** to confirm that his return flight was still valid. Mr. ***** was informed that his return flight had been canceled. After contacting Hotwire again and being told that his return flight was indeed canceled but, we would need two days in order to research and determine what could be done. Rather than wait, he purchased a new ticket on his own. He is now awaiting the outcome of our research. We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department. We have contacted Delta Airlines regarding the delayed flight and they agreed that Mr. ***** was eligible for a partial refund. The refund was processed By Delta Airlines on January 21, 2016. They advised that Mr. ***** would receive an email within 24-hours and the refund would post to his original form of payment in about seven business days. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 8, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all. I don't have any information about the amount of the PARTIAL REFUND. And I was told by delta that they have to go through Aeromexico. So I am still waiting for the final result before I can accept anything. Final Business Response /* (4000, 12, 2016/02/19) */ February 18, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: O-XXXXXX Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal Mr. ***** from. We regret to hear Mr. ***** did not accept our response. We regret to hear that Mr. *****'s vacation experience was not to his satisfaction. As you may know, Hotwire acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travel. We contacted Aero ****** and were instructed to contact Delta and followed the instructions that they provided. They agreed to process a refund on their end as they were the party responsible for the delay. We understand that the delay of Mr. *****'s flight departure impacted the remainder of his trip, but we are unable to offer any compensation for factors outside of our control. We regret that we are unable to offer Mr. ***** with a more satisfactory response to his inquiry; however Hotwire has exhausted all options and resources available to us in an effort to assist Mr. *****. It is our highest recommendation that Mr. ***** continue to pursue this matter directly with Delta Airlines and his financial institution. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service

3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In attempt to complete a SIMPLE change of flight, it took 5 different phone calls, a security stop on my CC, and refusal to speak to supervisor. On January 18th 2016, I purchased roundtrip airfare from ************************************ with Itinerary #XXXXXXXXXXX. The depart and return dates were February 5th - February 8th. A simple change in plans occurred and I assumed I would just have to bight the bullet and pay some over-priced fee to do it. Fine. I accepted that fact. However, when all I need is a simple, simple fix, it should not take: 1) Five separate phone calls to achieve a result. Two of the attempts, I followed the prompt as instructed and it took me into a department that said "they didn't handle this." The other three were all in an attempt to resolve the issue. 2) So many attempts on your credit card that it throws a security block on the card. I thought I was complete, the rep told me that "you are all confirmed" When I asked for her to send me a confirmation e-mail, she attempted, and then let me know that "an error occurring on her computer" and this error occurred multiple times. At that point, we had to start completely over, re-issue the CC number, and then it wouldn't even take the card anymore! I use a specific card for airfare and was forced to use a less than desirable alternative because the representative told me that "I'd have to call back tomorrow" to use that card. I thought that was ridiculous that I would have to wait again, the next day, until I could get resolution. My response was to speak to a supervisor, which leads to the third part of my complaint. 3) The customer service representative denied my request to speak to a supervisor. When I asked why, the response was that they were "busy dealing with other customrs." My frustration level was increasing and I simply wanted to talk to someone who could achieve something for me. I asked her why those customers were more important than my phone call and she had no answer, basically that I couldn't talk to them anyway. 4) After I finished, what I assumed was my last phone call, I got an e-mail saying my itinerary had been confirmed, and the details were of the flight I had originally booked (the one that I was calling to cancel!) I then had to call back AGAIN to RE-CONFIRM that they had not charged me $199 to simply send me the same/original flight details. I asked could they send me a CORRECT confirmation detail and again, I was placed on hold for 10 minutes until they could figure out how to send an e-mail. Overall, the customer service experience was so negative, that I plan to no longer use Hotwire.com if it will ensure me avoiding the treacherous service they claim to be "customer service"

Desired Settlement: I wasn't seeking any particular resolution to this complaint, however, when nobody offers even the slightest apology or thanks for a horrible experience, no attempt at resolution or any attempt to make a bad experience turn good, at that point it just puts a bad taste in your mouth.

Business Response: Initial Business Response /* (1000, 8, 2016/02/16) */ February 16, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department RE: Hotwire Case O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Better Business Bureau allowing us time 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 ******* ***** (BBB ID number XXXXXXXX) regarding a package reservation. We understand the customer is unhappy with the customer service received while changing his reservation. On February 13, 2016, we contacted Mr. ****** to acknowledge receipt of the BBB complaint. Our records reflect that on June 25, 2015, customer self-booked a round trip flight reservation for one traveler using Hotwire.com. The flights were operated by American Airlines, departing on **************************************************************************************** Expedia 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. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger ***** be charged. In addition, the customer would be responsible for any difference in fare. We hope you understand we must abide by the vendors restrictions. On January 25, 2016, Mr. ***** contacted Hotwire requesting to change the dates of his flight reservation. Our representative assisted the customer in changing his departure and return dates. Mr. ***** was advised he would be charged a total of $214.50 to change the ticket. While processing the change, the agent advised Mr. ***** that American Airlines changed the prices in our system. This caused an error and delay in the system, which prevented the agent from changing the tickets at the previous rate quoted. Once the system was accessible, the price had dropped and Mr. ***** was advised that a total amount of $199 will be charged to change the reservation. Our records also reflect that during the transaction, Mr. ***** credit card was declined. We can confirm Mr. ***** also contacted us multiple times, since this change was made, regarding his experience when exchanging his flight and the price discrepancy. Our goal is to provide not only excellent customer service, but an excellent customer experience. Hotwire would like to express our apologies for the inconveniences and frustrations the customer experienced in resolving this matter. As of February 16, 2016, Hotwire has processed a refund for the price difference quoted to Mr. *****. A refund in the amount of $15.50 was processed back to the original form of payment. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service

3/4/2016 Advertising/Sales Issues
3/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I booked 3 star hotel with hotwire.com where they put information showing it should be similar to Hilton Garden Inn or Doubletree, but it gave me a on This is my first time using the hotwire to book hotel. I usually use priceline. In my opinion, the two should be similar, or comparable. But seems I'm wrong! The first experience with hotwire is a nightmare. I stayed in a holiday inn in San Antonio for one night (Dec., 29, 2015), (which I bid by priceline.com) and it was wonderful. I found the city is good and decided to stay another night there (Dec. 30, 2015). But it's too late to book with priceline.com for the same price. I don't want to waste my time there, so I chose Hotwire. I found there is one 3-star hotel with the acceptable price (which is a little higher than the one I booked with priceline), and it list several brands on the website, saying it should be"Hilton garden inn, double tree" or "other great brands and independents". I thought it should be at least a holiday inn. Until I arrived there, it is a motel! I was so shocked at that time. But I still hope maybe the room is better than it looks from outside. But it is just a very, very bad motel room! Even after one month, I still feel uncomfortable about the room there. I search the hotel's name "Budget Lodge Fort Sam" on priceline, it is a one-star hotel, and the price is even lower than hotwire without bid! I felt I was cheated by the website. Why they put so many brands like "Hilton garden inn" and "double tree" to make customers feel they are going to get rooms from these brands. So I called the hotwire customer service, the representative told me that because I've already checked in so I cannot get refunds! And the representative told me that the hotel said it's 3-star, hotwire isn't responsible for that. What?! The hotel information is their product. And they think they are not responsible for giving us the product with poor quality. I was shocked again about their service. I believed the information provided by hotwire and chosed to pay a 3-star hotel. And you gave me a motel with one-star and told me that not your business! I was so angry, and I just checked out and find another hotel at that night. It made me feel so bad for the whole night. I think I should make a complaint for this, and hope the company can improve their products, otherwise, I cannot find any reason to choose the website again.

Desired Settlement: I asked for the refund for the fee I paid to Hotwire, and also the additional lodging fee I paid that night to other hotel.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ January 29, 2016 *** ***** ********************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Budget Lodge Fort Sam. I understand that you are dissatisfied with the hotel you received as it was not listed as an example in the 3-star rating category. In addition, the condition of the room fell below your expectations and you found a lower rate from another site. As such, you requested a refund. At Hotwire, we provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. It was not our intention to insinuate one of the hotels mentioned would be the hotel received upon confirmation. I deeply regret any misunderstanding you may have had. Regardless of a hotel's star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. After reviewing your account, I confirmed that you contacted us on December 30, 2015. I learned that your complaint was not addressed directly to the hotel. Therefore, one of our Travel Specialist contacted the hotel to verify the situation whereas the hotel offered to move you to a different room to address the complaint you shared. Because a contact was not made after that conversation, please understand our options are very limited. In addition, we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 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. Based on that information, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't think the Hotwire is doing right thing as such a big company. I chose to pay for one hotel without the real information, because I thought the information provided by Hotwire is believable, and you put all the other good brands there to lead customers misunderstanding. It's just a overstated Ads. The complaint is for the whole hotel not one single room. Because they didn't refund me, I just left and found out another hotel to stay. And the hotewire representative at that time tell me that they were not responsible for the refund because I have already checked in... Anyway, seems they didn't realize the first important thing for a company is the customer. Final Business Response /* (4000, 9, 2016/02/19) */ February 19, 2016 *** ***** ********************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Budget Lodge Fort Sam. I regret your dissatisfaction from the previous information we provided. I understand you felt mislead by the brands of hotels listed at the time of booking. As previously mentioned, star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. In addition, we strive for clarity during the booking process. After searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. We remain confident our business model is meeting the needs of our company's goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, **************** Customer Care Relations Hotwire Corporate Office

3/3/2016 Advertising/Sales Issues
3/3/2016 Advertising/Sales Issues
3/3/2016 Problems with Product/Service
3/3/2016 Guarantee/Warranty Issues
3/3/2016 Guarantee/Warranty Issues
3/3/2016 Problems with Product/Service
3/2/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The company refuses to assist me with making changes to my hotel reservation. I have contacted the company three times to resolve a mix-up with my hotel reservation. The company repeats that all sales are final, no refunds and then they hang up the phone when I ask to speak to their supervisor. They basically told me that I'm out of $85 because I agreed to their terms. I made the reservations today for Friday 2/12/16. The hotel that was selected by the computer is not one of the high quality hotels that they advertise on the website such as: Quality Inn, Howard Johnson, Baymont Inn or Candlewood.

Desired Settlement: A better quality hotel or a refund.

Business Response: Initial Business Response /* (1000, 5, 2016/02/25) */ February 25, 2016 ****** ***** **** *********** Dr ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Americas Best Value Inn Rockingham. I understand you are dissatisfied with your recent hotel booking because the hotel you received was not listed as one of the options provided before completing the reservation. As such, you requested either a refund or a better hotel. At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our HotRates (r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation And upon selecting a HotRate (r) option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. Regardless of the hotel brand, we guarantee our customers a quality experience from our hotel suppliers, including a clean, comfortable room. After reviewing your account, I confirmed one of our travel specialists has already rebooked your reservation to an alternate booking. As an exception to your non-refundable HotRate(r) hotel reservation, we have processed a refund in the amount of $85.35 on February 11, 2016. The refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret Hotwire experience was less than exceptional Best regards, **************** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, Hotwire did rebook another reservation at a better quality hotel first, before refunding my money. Hotwire claimed that they provided me with a hot low rate deal, which I discovered was a lie. I contacted the lower quality hotel personal to determined there rates. The hotel would have charged me the same price that Hotwire charged me if I had booked the room directly through the hotel. I did not appreciate Hotwire customer services (supervisors) hanging up the phone on me three times when I called to resolve this issue. Although this matter was resolved, I still concluded that Hotwire practices are shaky and shady. I feel that they need be watched closely or perhaps proceeding should begin with shutting Hotwire down. Thanks, ****** *****

2/29/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: The "hot rate" hotel ad was misleading I was led to believe i am getting 70% off a hotel room that is regularly priced at $522. On 1/15/16 I booked a trip for 2/9/16 through 2/12/16. I used hotwire believing I would get a great deal. I thought I am booking with a resort at an oceanfront hotel that has a standard room rate at $522. With their hotrate deal they advertised this $522/ nightly room at $158/nghtly before sale taxes, resort fees, and other applicable fees. The hotel I got was The Penguin Hotel located at 1418 Ocean Dr, Miami Beach, FL, XXXXX. I checked several websites to which none list this hotel at the rate of $522. I was mislead into believing that I was getting a 70% discount while I was really not. I checked the hotel's website, hotels.com, and expedia.com. Out of all of these sites none advertised this hotel to be worth at $522 a night. This advertisement also shows the hotel being "oceanfront" While you can see the ocean from some areas of this hotel this is not an oceanfront resort. You cannot swim directly in from of this hotel

Desired Settlement: I would like a full refund so I can take my business to an honest bussiness with honest ads.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ February 1, 2016 ******** ****** ***** ******* *** ***** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with The Penguin Hotel. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you are requesting a refund. Allow me to clarify how the savings provided on our site was derived. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. To further clarify, if we were to compile a list of the retail rates we found for all the 3 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. 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. We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates (r)are non-refundable and non-changeable. I can assure you that your Hotwire Hot Rate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee. Based on the above information, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 8, 2016/02/04) */ ***Document Attached*** Please see the attached advertisement at the date of booking. Their response is invalid to my complaint. Even so, there are no 3 star hotels in that price range for the amenities offered by this "subpar" hotel. Final Business Response /* (4000, 10, 2016/02/15) */ February 15, 2016 ******** ****** ************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with The Penguin Hotel. I regret you remain dissatisfied with the handling of your situation. You feel you were misled on the amount of savings you received. As such, you are requesting a refund. Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates." If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. With the above information, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of booking. My decision remains the same; I am unable to honor your refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I reserved a car with Hotwire and the location was switched to a location that doesn't exist. I had to spend $80 on a taxi one way and pay $100 dropof I made a reservation with Hotwire for an Enterprise rental car at LAX. Upon arriving at LAX 12/26 I was told that the reservation I have is for an ***** St location in Downtown LA. At the Enterprise counter they told me that Hotwire does this all the time. I called Enterprise to try to get them to pick me up but they couldn't because they were too busy. I had to get a taxi to take me to the ******************************** XXXXX. There was no rental car place there, they said that Enterprise moved out over a year ago. Hotwire sent me on a wild goose chase. I was furious. I got to another location and luckily they had a car for me. They said that this happens a lot and they asked that I tell Hotwire to remove the old address. It cost me $80 and over 3 hours of my vacation time to get a car. I would have had to pay $80 for another taxi back to the airport so I opted to pay the $100 drop off fee. I've called Hotwire many times and get the run around each and every time from rude foreigners. I've emailed the extra fees to ***************@hotwire.com and I'm told that it will be resolved in 7 - 10 days. The incompetence of your staff is ridiculous. Still not resolved.

Desired Settlement: I would like them to compensate me for the expenses I incurred over their bait and switch of the locations.

Business Response: Initial Business Response /* (1000, 5, 2016/01/23) */ January 23, 2016 ******* ******* ** ******* Rd ******* ********** ** XXXXX In response to BBB case number XXXXXXXX, Customer email address **********@hotmail.com Dear *******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a car reservation. I understand you are dissatisfied with your recent car booking as you thought it was located to pick-up at LAX airport. As such, you requested a refund of the expenses incurred for cab fares and drop off fee. I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation. - 10-digit Hotwire Itinerary Number. Once we receive this information, we will be able to search further. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not give me an email address to reply to. Hotwire Itinerary # XXXXXXXXXX Final Business Response /* (4000, 9, 2016/02/15) */ February 15, 2016 ******* ******* 52 Creston Rd Ontario Mansfield, OH XXXXX In response to BBB case number XXXXXXXX, Customer's Email address: **********@hotmail.com Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding a car reservation. I regret you remain dissatisfied with your reservation because you are requesting a refund of the $180 that you spent for the cab fare and drop off fee. Based on the details of your recent booking, you are eligible for a refund of the cab fare in the amount of $80 as promised by one of our Travel Specialists. According to the original reservation details, what you have booked is a round trip rental which means, you need to pick-up and drop off the vehicle at 530 Olive St. Pkg Level 1, Los Angeles, CA XXXXX. While this location was closed, the new location provided was just a few miles away at 445 S Figueroa St., Los Angeles, CA XXXXX. Since you dropped off the car at the Los Angeles International Airport, additional charges will apply. While I understand this may not be the resolution you were looking for, this is my final decision and I am unable to consider your situation for any additional compensation. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, Van Sauza Customer Care Relations Hotwire Corporate Office

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire advertised a hotel room with two "doubles", but only a single queen was available upon arrival (for two non-intimate adults). My stay at Extended Stay America for 11/20 - 11/21, itinerary ********** was not as expected. Upon arrival, the room had only a single queen bed, not two "doubles" as booked on your website. The hotel said that Hotwire booked that queen-only room for the reservation, thus the fault lies with Hotwire, not Extended Stay America. I called your help line and the agent said that my contract specified "type and size" of beds could be changed, and thus there was no problem because the single queen bed could still sleep two adults. This is obviously not acceptable. Simply the meaning of "type and size" does not include number. It's like saying a dozen eggs could have mixed colors only to open the carton and find 6 eggs. Beyond that, the web page I originally selected from explicitly offered an option between two doubles and a single queen. I chose the two doubles option. There is the remote chance that I selected the wrong thing, but my confirmation email didn't even list which room type I selected. It should have. That would have stopped any problem from happening. Instead, it looks as if that information was deliberately omitted so these sorts of substitutions could be made. The hotel clerk, ******, even said that Hotwire often did this kind of thing. Given that I was traveling with a friend I have no intimate relationship with, I was cautious to select the right type of room in the first place. A phone call to Hotwire lasted 49:40, with most of it my being on hold until I gave up as it appeared that no resolution would be offered. The hotel had no comparable room with two doubles available. A proper resolution would have been to find us suitable lodging on Friday night. Given that didn't happen, the only suitable compensation at this point is a refund. I am also filing a complaint with the FTC. ADDITIONAL DETAILS: Case is being handled by another organization: FTC complaint on 11/22/15, ref # ********

Desired Settlement: A refund of $88.83 that I paid for the room.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 2, 2016 ***** ******* ********************** *******, ********* In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation in Extended Stay America - Los Angeles - Northridge. I understand you were dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements. You were provided a room with a queen bed which you feel was not an acceptable accommodation. At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveller. All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate hotels. Based on the above information, the hotel is providing you with a room able to accommodate the number of guests booked. Therefore, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Offering a room with two double beds, but only having a single queen bed for two non-intimate friends is unacceptable, and it is simply not the same product. One might as well say there is room on the floor. Final Business Response /* (4000, 9, 2016/02/23) */ February 23, 2016 ***** ******* ********************** *******, ********* In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Extended Stay America - Los Angeles - Northridge. I regret you remain dissatisfied with our response. As such, you are still requesting for full refund. As previously mentioned, all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the number of guests you provided and number of rooms requested. We address questions about bed type in our Help Center located at the top of every page in the right hand corner. Also, we relay our bed policies in our Hotwire Terms of Use. "Rooms will sleep the number of guests, but bed types and sizes aren't guaranteed." Prior to completing the booking, you selected a box stating you had read, understood and accepted those conditions. Based on the information above, our decision has not swayed. I am unable to honor your request for refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The website specifically shows options for a single queen versus two double beds when booking. Additionally, it's a common meaning of the words that these two are not the same thing as non-intimate adults do not share beds in the U.S. The click-contract might be legally binding, but the practice is still deceitful as the product being offered is then a bait and switch with a contract nobody reads declaring the product isn't as advertised. It would be like Amazon showing me a picture and description of a 100W stereo then on checkout somewhere in the fine print promising only stereo of some unknown wattage. It's just not the same product. A single queen bed is just not the same product as two doubles.

2/29/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Hotwire's agent re-booked airline for the wrong date and they will not give me a refund. First let me clarify that my statements are not meant to be supremacist in any nature, but in order to conduct business effectively free from error; there must be an ability to have clear concise communication with all parties that may be involved in the transaction. In this case it was not, Hotwire has chosen to outsource their business to other countries which forces there consumers to deal with customer service agents who fail to understand or speak English effectively. On December 4, 2015 I called in and spoke with an agent with a very thick accent (which made it extremely difficult to comprehend) about changing my airline ticket(INT #***********) to a departure date of 01/07/16 AND I clarified on several different occasions during the conversation . I recall at one point instead of speaking my the date I gave the agent and numerical version of the date to ensure her understanding; but to no avail the agent re-booked my ticket for in error for 01/27/16 versus the 01/07/16 that I communicated several times during this conversation. Once I discovered the error I reach out to Hotwire who after my insistence agreed to listen to the call in question and follow with me within a couple days for resolution. HA ! There so called resolution was to leave me holding the bag and stating they listened to call and confirmed the agent in her recap said the 01/27/16. I then asked ***** in their corporate department , how in God's Green Earth were you able to without question able to understand what she stated AND MORE IMPORTANTLY what about the portion of the call which confirmed that I told their agent repeatedly the 01/017/16??? Is there no level of accountability??? I then explained to her due to thick accent, communication was already very strained and I thought I had got my point across when I told repeatedly 01/07/16 that everything was fine???? Oh no, this is a moot point and in their opinion; I am the ONLY responsible party as a result I was forced to purchase another ticket for $1266.90 Hotwire thinks they are absolved from any responsibility, but I beg to differ! I would like to request the price of my ticket to be refunded that I was forced to purchase due to their poor business practices and unwillingness to do what fair and equitable.

Desired Settlement: Reimbursement for the $1266.90 airline ticket I was forced to purchase to return home.

Business Response: Initial Business Response /* (1000, 12, 2016/02/16) */ February 16, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: ******** Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ******* ******** (BBB case number ********) regarding a flight reservation. We understand Ms. ******** is requesting a refund. On February 9, 2016 we contacted Ms. ******** to acknowledge receipt of the BBB complaint. Our records reflect on November 5, 2015, the customer self-book a flight reservation, using Hotwire.com. Travel 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, Kuwait. The 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, 2016. Our agent proceeded with the exchange, however, they advised the customer of the dates of January 27, 2016, during the recap. Ms. ******** 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. ******** contacted us stating the agent selected the incorrect return date, and requested to purchase her a new ticket. When reviewing the call recording, it was noted that Ms. ******** agreed to the final changes with the dates of January 27, 2016. While we understand Ms. ******** stated she did not understand the agent's annunciation, a recap was provided which clearly stated the return date of January 27, 2016. 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 14, 2016/02/17) */ EMAIL FROM CONSUMER: Good morning, They are avoiding there responsibility on the matter. They know I told the agent on at least on three different occasions the correct date of 1/7 AND spoke the numeric version 1-7 when I attempted to correct her. For 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. ******* Final Business Response /* (4000, 17, 2016/02/26) */ February 26, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: ******** Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal from Ms. ******* ********. We regret to hear Ms. ******** did not accept our response and/or resolution offered. As previously advised, Hotwire did confirm the customer's interaction with the agent. While Ms. ********'s initial request was January 7, 2016, the agent recap the new flight information with a travel date of January 27, 2016. Ms. ******** did agree and provided her payment information to finalize the change. Despite Ms. ********'s recent experience with Hotwire, we do value her business. As the customer is stating the dates were incorrect, we will honor a refund of the change fee of $141.95 and a refund of the airline credit in the amount of $103.00. On February 26, 2016, a refund in the amount of $244.95 was processed back to the original form of payment. The 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 further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Final Consumer Response /* (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 $1000 for future travel to cover the difference of my airline ticket I was forced to purchase.

2/25/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Refund on hotel stay due to very poor condition of the room Booked 10/04/2015

Desired Settlement: I am a disabled veteran of 16 years who say six months to take my girlfriend on a weekend getaway so I could propose marriage save for 6 months because I only get $755 a month on disability I booked a Tuesday de through Hotwire at Quality Inn in Orlando Florida on October 4th when we checked in they sent us to the furthest back corner of the hotel and the dark up 3 flights of stairs and a long dark hallway I'm a disabled person I booked a disabled room it took 20 minutes to get in the door because the key wouldn't work once I got in I called the desk they said come down and get another key we do not have a disabled room until tomorrow after 2 o'clock I will move you then upon entering the second room it was full of mold I then called and complained ask for a refund so I could go to a different hotel I was denied a refund so the next day as we move to a third room we went out and enjoyed the day around Orlando taking advantage of all the free things to do got back to the room at 10:30 at night by 11 o'clock water was draining down in the bathroom from the ceiling I called the front desk they sent a girl with the towels she told me to put it on the floor and don't touch it because it's from the bathroom upstairs so I have feces water raining down all over the bathroom they offered to move us to yet another room the next day but we checked out and went home my fiance was sick for 4 days from the mold in these rooms. I called management several times to resolve this situation they said they cannot help me I called Hotwire several times to resolve they said they cannot help me. I do not feel I should have to such deplorable and unsanitary conditions as toilet water rain down on us all night

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 2, 2016 **** ***** **** **** St.******** ***** Petersburg, ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your Hot Rate(r) hotel booking with Quality Suites Universal South. I understand you are dissatisfied with your recent Hotwire booking and you are requesting for a full refund because of the condition of the hotel room you received. We at Hotwire, guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. After reviewing your account, I confirmed that you called on October 9, 2015 and our Travel Specialist contacted our hotel partner and spoke to ****. She stated that they are willing to provide 10% refund of your reservation. I have verified that a refund in the amount of $13.51 has already been processed on October 22, 2015. The refund typically takes 1-2 business days for the funds to return to your financial institution. Furthermore, it is up to your financial institution as to when the funds will be available. We regard cleanliness as a matter of utmost importance; you should expect a quality experience from our hotel suppliers. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. Based on the details of your hotel experience; please accept my sincere apologies along with credit of 50 HotDollars. We applied this credit to your account under *********@yahoo.com. HotDollars are equivalent to US Dollars when used to book Hotwire HotRate(r) Car rentals and HotRate(r) Hotel reservations. Your HotDollars will expire one year from the date of issuance. Based on the information above, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want at least a &100 cash refund and not hotwire bucks as I do not trust using them again. My whole vacation was ruined,my fiance saved for 6 mmonths for this so he could purpose marriage to me. I thank God I was not in the bathroom when poop water gushed from the ceiling, it is very dangerous filled with deadly bacteria and the mold fills the rooms I can't imagine how many other people have gotten I'll from that place Final Business Response /* (4000, 9, 2016/02/23) */ February 23, 2016 **** ***** ****************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Quality Suites Universal South. I regret you remain dissatisfied with our response regarding your refund request due to the condition of the room you received from our partner. As previously mentioned, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. We apologize for the inconvenience this has caused you. We understand you were transferred to multiple rooms during your stay. However, because a contact was not made to us until after the reservation dates, please understand our options are very limited. Based on the information above, we feel that the 50 HotDollars and the 10 % refund issued is adequate to your situation and am unable to provide your USD 100 refund request. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why do I want the 50 hot dollars when I will never use your company again I guess I'll take this to the media or you can call me at XXX XXX XXXX

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hidden Charges on replacement hotel room due to hotwire overbooking original room. Approximately 5 days prior to my expected stay at a hotel in Princeville on the Island of Kauai booked through Hotwire.com. I was notified via email that hotwire.com had overbooked that hotel and would be cancelling my stay. In the email they stated that if I wished they would assist in finding a comparable hotel and pay any difference for the stay so that I may still have my vacation. Upon calling the customer service line the next morning they had no hotels anywhere near my original location in Princeville with the closest hotel 30 miles away in Lihue with less desirable amenities. The second most appropriate hotel that had similar amenities and quality was a resort in Poipu. This hotel was more expensive then the original I chose and hotwire said they could pick up 100.00 per night of the cost of 290.00. Thus I was now paying 190.00 per night instead of 150.00 as I had previously booked. I decided this was a fair offer and was made aware of the possibility of "resort fees" typically around "20.00" per day. This was undesirable but I relented in the interest of handling the issue having been on the phone for an hour with customer service. Several hours later I received my confirmation showing at the very bottom that for each night a cleaning fee of 70.00 would be applied to my stay. This was never made aware to me as this is not a resort fee but an entirely separate fee. This fee would then make my two night stay in Kauai go from approximately 300.00 for two nights in the city I wanted to now nearly 550.00 for two nights with cleaning fees, taxes, and hotel stay even with the voucher from hotwire. This is not an apples to apples exchange for a customer who had their reservations upended very close to the reservation date leading to high costs for other hotels and forcing me to stay at a hotel 1 hour away at least from my desired location. Attempting to call Hotwire customer service I was repeatedly told that no cancellation could occur as it was the hotels policy and that hotwire had no ability to pay for my increased and unforeseen costs due to their original mistake. Each level of customer service had no actual power to assist me and was insistent that I give up and take the hit financially. I am requesting some form of credit to cover the costs of these unknown cleaning fees that are above and beyond the fees that were made known which was the possibility of a resort fee. I have purchased many hotel stays from hotwire and had great enjoyment using their services but am dismayed at the current state of things. Please help me in this matter. Thank you very much for your time. Regards, **** *****

Desired Settlement: I would like hotwire.com to reimburse me for the unforeseen and unexplained cleaning costs associated with their attempt at redressing their mistake by overbooking my original hotel. This can be done by check, credit card credit, or a credit on my account good for one year of 140.00 I have used Hotwire many times and love the service. Please make this right. Thank you very much.

Business Response: Initial Business Response /* (1000, 5, 2016/02/23) */ February 23, 2016 **** ***** ************************** ************************* In response to BBB case number ********, Hotwire Itinerary ********** Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your hotel reservation with Kiahuna Plantation Resort Kauai by Outrigger. I understand you are dissatisfied with your recent reservation as the new hotel you received from overbooking has a mandatory cleaning fee. As such, you are requesting to reimburse the charge in the amount of $140.00. Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. In the event our hotel partners inform us of overbooking ahead of the customer's check-in date, we sent outreaches to inform our customers of possible resolutions. Upon review, I confirmed that you contacted us on February 6, 2016 as you have received an email informing you that your hotel is already overbooked. Our Travel Specialist gladly assisted you in rebooking you to a different property, where we covered the difference in rate. I understand the frustration comes in when you received the confirmation email for your new hotel that shows the property collects mandatory cleaning fee. After further investigation, I learned that you still end up paying more than your original booking, in this case, I have approved to refund the difference in rate in the amount of $77.72. Refund takes 7-10 business days processing time, then it is up to your financial institution's policies on when the credit will be posted to your account. In addition, I have added 25 HotDollars in your account under ************************* as compensation for this inconvenience. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) Car rentals and Hot Rate(r) Hotel reservations. Your HotDollars will expire one year from the date of issuance. Allow me to assure you it is not our intention to mislead our customers in any way. We at Hotwire strive for clarity during booking process and we try to show as much information as we can when booking a reservation. We have included all charges provided to us by the property. However, some fees may not be readily available as it varies depending on the hotel's policy. After further consideration, we have decided to extend an exception to refund the cleaning fee. Please send us a copy of the receipt and billing statement showing the charges made by the property in ***************************. Allow us 7-10 business days once we receive the documents to review and process the refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted this resolution as it covers my unexpected cleaning fee charge that was unknown to me after agreeing to stay at a different hotel after hotwire.com overbooked my original stay. They realized that my original hotel bill of 300.00 was now going to be 550 with the additional charges. This was not a fair resolution to an overbooking on their side so they did the right thing and corrected this error. Although an expensive outcome for hotwire they bit the bullet and corrected this issue and showed outstanding customer service once you finally talk to the right people. Their standard customer service personnel have little power and are not willing to go too far in regards to redressing concerns. I have sent Hotwire their requested documents and hope this will be the end of this dispute and a refund will be issued. If not I will continue using BBB, what a great service!

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: False representation of hotel stars assigned to selection option/hotel assignment in hotdeals. I selected a hotdeal that was misrepresented as a 2.5 star hotel. The hotel that was awarded was clearly not a 2.5 star hotel. Research of reviews through several customer based satisfaction notates a very poor experience and sites cleanliness, loitering, safety concerns. I attempted to resolve my concern by calling the customer service number. There was little regard for my concern. Itinerary Number:**********

Desired Settlement: Immediate change of hotel would be fine. Due to the very short window of travel, a refund may be the only option.

Business Response: Initial Business Response /* (1000, 5, 2016/02/08) */ February 8, 2016 ***** *************** ************************ ********************* In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your Hot Rate(r) Hotel reservation at Camarillo Executive Inn & Suites. I understand that you are dissatisfied with the negative reviews you read on other sites. As such, you want us to change or refund the reservation. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Allow me to assure you Hotwire regards cleanliness in its utmost importance. As such, I did further investigate reviews pertaining to the Camarillo Executive Inn & Suites. While I did find some reviews citing concerns; I found the most recent reviews on Trip Advisor were very favourable citing the hotel's cleanliness, great location and helpful staff. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. We want to give our partners the opportunity to provide all guests with a satisfactory stay. Based on the information above, I am unable to honor your request for a full refund or change the hotel to a different one. Best regards, *** ***** Customer Care Relations

2/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was looking to book flight within Canada, chose cad dollars, got quote, booked. flight. received bill in usd, I was looking to book flight within Canada, chose cad dollars, got quote, booked. flight. did not receive confirmation, called next day received bill in usd, tried to cancel, thy said its too late. I think its a frodulent practice fyi usd/cad is 1.5 now.

Desired Settlement: refund

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ February 02, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 **** ********* (BBB case number XXXXXXXX) regarding a flight reservation. We understand Mr. ********* is requesting a refund. On January 28, 2016, we were unable to contact Mr. ********* to acknowledge receipt of their BBB complaint, due to the phone number he provided was invalid. Our records reflect on January 18, 2016, the customer self-booked a flight reservation using Hotwire.com. Travel is on Air Canada, departing February 05, 2016, from Vancouver British Columbia, Canada to Calgary Alberta, Canada, and returning on February 08, 2016, from Calgary Alberta, Canada to Vancouver British Columbia, Canada. The customer is stating he was quoted in Canadian Dollars but was charged in US dollars. We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers' responsibility to review all rules and regulations prior to booking any travel. We can confirm Mr. ********* contacted us on January 19, 2016, to void his flight. As the courtesy void period was the same day the customer booked the reservation our agent advised the reservation was outside the void timeframe. The agent did offer to cancel the booking, and advised the customer that he would receive a flight credit. The customer declined. Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. Air Canada was the operating carrier and merchant of record (the entity that received the customer's funds and the company charging the customer's credit card). Based on the fare rules, the ticket is non-refundable and a change fee of $75.00 will be imposed for changes. We hope the customer understands we must abide by the airline policy. As a result, we are unable to honor his request for a refund. Mr. ********* has also noted the website changed the currency from Canadian to US. When using the website, we do give our Canadian customers the ability to change the currency. However, the website does advise the rates will be quoted in US currency. We regret any convenience this matter has caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. nobody contacted me. phone number is valid.XXX-XXX-XXXX. 2.i am not looking for refund, just to pay amount on my bill in CAD. 3. Main reason I noticed discrepancy is because Hotwire DID NOT send me confirmation in a timely matter. ONLY WHEN I CALLED THEM ASKING FOR THE CONFIRMATION, THEY SENT IT TO ME, BUT IT WAS TOO LATE TO CANCEL by then and I was not interested in a credit with Air Canada as I don't fly too often and not with Air Canada Final Business Response /* (4000, 9, 2016/02/23) */ February 23, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Case #: X-XXXXXX Dear Better Business Bureau: Thank you for forwarding the BBB consumer rebuttal from Mr. *********. We regret to hear Mr. ********* did not accept our response and/or resolution offered. As previously advised, Hotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen. When using the website, we do give our Canadian customers the ability to change the currency. However, the website does advise the rates will be quoted in US currency. As a result, we are unable to honor Mr. *********'s request to change the currency amount he was charged. Mr. ********* is also stating he did not receive his confirmation email in a timely fashion. Our records reflect a confirmation email was sent to the account linked to ********@hotmail.com. Often times, we advise our customers to check their spam folder as some email providers will direct unfamiliar emails to this folder. We regret any inconvenience he encountered in resolving this matter. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Final Consumer Response /* (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) THEY DID NOT PROVIDE ANY RESOLUTION.LAST TIME THEY CLAIMED THEY CALLED ME TO RESOLVE.NOW NEW EXCUSE:THEIR E-MAIL VENT INTO MY JUNK FOLDER. OK, IT IS EASY TO PROVE. SEND ME COPY OF YOUR E-MAIL DATED SAME DAY AS I PLACED AN ORDER.I HAVE COPY OF THE E-MAIL DATED MORE THEN 24 HRS LATER. AGAIN: AIR CANADA, WITHIN CANADA, I PICKED CAD DPLLARS AS CURRENCY ON THEIR WEBSITE.GOT QUOTE WITH NO CLEAR INDICATION OF CURRENCY.CONFORMATION RCEIVED ONLY AFTER MY PHONE CALL, WHEN IT WAS TOO LATE TO CANCEL.IF THIS IS NOT A FRAUD, WHAT IS???

2/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am complaining the Hotwire refund process. This request refers to Hot wire Itinerary #********** (Hotwire, paid MasterCard, Amount $1,814.40, booked a hotel in Paris from Fri, 03/11/2016 -Thu, 03/17/2016), cancelled as of Feb. 16, 2016 11:48 am. According to Hotwire initial response, IF a customer books an alternative itinerary # ********** (Hotwire, paid the same MasterCard above, Amount $3,252.58, booked a hotel in Paris from Fri, 03/11/2016 -Thu, 03/17/2016 ) THEN Hotwire will extend a full refund of the original or earlier itinerary. I am hereby requesting such refund, because itinerary # ********** was booked at 8:26 pm on 02/16, which was an action I took subsequent to my original booking. The supervisor I spoke on the phone with was "******" (employee ID # **********, last name not provided); he directed me to assemble this information, as your approved procedure for requesting a refund. The original booking on Feb. 16 around 10:00 a.m. resulted from a keystroke on the keyboard made by a two-year old toddler (relative) and this accident resulted in that original booking. The Hotwire regulations require birth certificate information for that two-year old, and for every reasonable concern, his parents refuse to provide that date in this context. Therefore, I am complaining the Hotwire refund process, requesting to provide any private data in regards to the toddler who was instrumental in this accident. In addition, they refuse to refund, without providing any private data in regards to the toddler who was instrumental in this accident.

Desired Settlement: I booked 2 hotels in Paris in the same dates according to the Hotwire direction to get refund from the original trip. I would like to get a full refund from the original itinerary **********.

2/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have fraudulent charges from hotwire on my debit card. I have contacted them twice to get these charges refunded to which they are doing nothing. I have fraudulent charges of 308.60 from hotwire on my debit card. I have contacted them twice to get these charges refunded. First on the 18th of Jan and again today(Jan 26th). They tell me they have no record of me calling on the 18th even though I have record of speaking with them for 7 min and 7 seconds on the 18th when they assured me they would send a report to their "fraud department" and within 7-10 business days the charges would be resolved and returned to my account. Their customer service representative told me today that they made no note of my call on the 18th and there was no report done even though I was assured there would be. They told me the same spiel today: that they're sending it to the "fraud department" and will be resolved in 7-10 days. Because of this I know they are not doing anything to resolve these fraudulent charges. They essentially stole $308.60 from me which I want returned.

Desired Settlement: Refund the fraudulent charges made on my account of $308.60

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ February 05, 2016 ****** ***** ********************** XXXXX In response to BBB case number XXXXXXXX, Customers email: ****************@gmail.com Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding a possible fraudulent transaction. I understand you found unfamiliar transactions on your card. As such, you requested a refund. Based on your contact to Customer Care on January 26, 2016, a fraud report has been filed and shared with our Risk Management team. A request for a refund can be made through your financial institution. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

2/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Price hikes based on their delays The website was having technical issues so we called customer service twice. We were hung up on twice. The third time we spoke with a supervisor and she took over one hour to address our concerns and by then prices had increased at least four times. The supervisor had us on hold for 30 minutes and counting and never came back on the phone. This was after she had our credit card information and had assured us she was going to remedy the situation. It appears that is their tactic...to slow the process while prices increase and never once did they offer to honor the original prices even when we asked them to.

Desired Settlement: Honor original prices before they dinked us around.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ February 05, 2016 ***** ****** XXXX XXnd Ave ** ******** ** XXXXX In response to BBB case number XXXXXXXX, Customers email address: ***************@hotmail.com Dear *****, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your reservation. I understand you are dissatisfied with the service you received from our Travel Specialists, as they were unable to book the lower rate you initially found online. As we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on both hotels and car rentals. Allow me to assure you, it is never our intention to mislead our customers. Rather, our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com. Based on the information above, I am unable to honor the original rate you found on our site. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

2/24/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I been charged by Hotwire in Canadian dollar for some reason, which triggered the foreign transaction fees. I called Hotwire but no help from them. I been charged by Hotwire in Canadian dollar for some reason, which triggered the foreign transaction fees. I called Hotwire but no help from them. The Hotwire customer service is horrible, when I asked to talk to the supervisor, I been transferred to the Expedia customer service. ///////////////////////////// Your reservation Hotwire itinerary XXXXXXXXXX *****, you got a great deal! You're booked and the hotel's waiting for you. Your hotel Hotels Hilton Meadowlands 2 Meadowlands Plaza East Rutherford, NJ, XXXXX 3.5 See ratings guide (XXX) XXX-XXXX View map Check In Sat, Jan 16, XXXX X:XX PM Check out Mon, Jan 18, XXXX XX:XX PM Times are subject to change. Please confirm with your hotel. You're confirmed! There is no need to reconfirm your reservation with Hilton Meadowlands or Hotwire. ***** ***** must be present at check-in. An adult over 18 must be present at check-in to assume all liability for the booking. Your information is saved to your account. Just sign in to view or print a receipt. All bookings are final and no changes or refunds are allowed. If your travel plans change, you may add to your stay at this hotel. Buy Trip Protection with Allianz Global Assistance, a Hotwire partner. Amenities: Free parking, Indoor pool(s), Smoke-free rooms, Fitness center, Pool(s), Restaurant(s), Business center, Internet access, Golf nearby. Sometimes amenities may be closed for the season or for renovation, though we try to show what's currently available. Hotels, cars and flights, all backed by our Hotwire Low Price Guarantee Cost summary 2 nights Hot Rate(r) Hotel@ CAD110.25/night CAD220.492 Tax recovery charges & fees CAD59.74 Subtotal CAD280.23 HotDollars -CAD29.01 Discount -CAD29.01 Hotwire Total CAD251.22 You were charged by Hotwire in USD Billed to Charged to Date ***** ***** Visa************4595 Wed, Jan 13, 2016 Contact phone Contact email (XXX) XXX-XXXX **************@gmail.com /////////////////////////////////

Desired Settlement: Refund the extra money they charged me as foreign transaction and fees associated with it.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ February 5, 2016 ***** ***** *** **** ****** RD ** ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hilton Meadowlands. I understand you are dissatisfied with your recent hotel booking because you were charged in USD as you expected to be billed in CAD. As such, you are requesting to refund the fees associated with it. At Hotwire, we strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. After checking your account, I confirmed you booked the reservation on our Mobile Application for the Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/23/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was charged for services that were never rendered. For the first time ever I decided to use Hotwire to book a hotel on 1/21/2016. I proceeded to book the hotel and an error message came back and said that "my address did not match the card given". So as I proceeded to correct the address, I received a buzz on my phone that told me my funds were removed for the same amount as the hotel before I even submitted the correct address. Which told me that the funds were removed weather the address was correct or not.By the time I submitted the new address (a few seconds later) another error came back and said "my card wouldn't be charged and there was some sort of error). Well my card WAS charged in fact but there was no confirmation at all for it. When I called Hotwire the employees and the supervisors were no help at all what so ever and no compassion *** the fact that they ruined my family vacation by having our funds be put on hold. They couldn't accommodate us for anything! All I wanted was a hotel room! This is totally bad for business and I will never use them again.

Desired Settlement: In the end all I wanted was a room for me and my family to take a long awaited vacation. I spent an hour on the phone with Hotwire and my bank all for them to tell me that I wouldn't have access to my funds 4 days from now (the day our vacation is over awesome isn't it). All I wanted was to speak to an employee or could make their mistake right but noones seemed to have the answers. One associate by the name of ***** just straight lied to me and said he didn't have a supervisor instead of just handling business. If someone would have apologized and accommodated a room in the event that it was their fault, then I wouldn't be complaining but the fact that they didn't have a single rebuttal for business is horrible. I wasn't looking for anything to be free or any handouts, ALL I WANTED WAS A ROOM! IT COULD OF BEEN ANY ROOM

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 02, 2016 ********* ****** **** ****** ****** Ln ***** *** ****** ** XXXXX In response to BBB case number XXXXXXXX, Customer's email **********@hotmail.com Dear *********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your failed booking attempts. I understand you are dissatisfied because of the funds held for a booking that was not completed. As such, you are requesting a confirmed reservation. At Hotwire, every time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since your attempt could not be completed, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes depends on your financial institution's policies. We understand how frustrating it can be for a customer's funds to be held for a booking they could not confirm. As such, we are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution's policies, they may or may not honor our request to expedite the release. After reviewing your account, using the email address provided, I have confirmed that there was an attempt to book a hotel reservation on January 21, 2016. However, you did not contact our Customer Care regarding this issue Based on the information above, I am unable to honor your request for a confirmed hotel reservation. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service issues with Hotwire and the disrespect that the employees have towards the customers. On Jan 9th my wife and I checked into the Trade Winds Hotel in Clinton Oklahoma. It wasn't a nice place at all. Because of a conference in the area, most of the hotels in the area were filled. First of all at check in the front desk person informed us that Hotwire undercharged us and they weren't sure if they would let us check in. After showing them the email asking for a rate for 2 people, we were allowed to check in. We were told however that we could never have that rate again. Finally, we head to the room. Couldn't get the door open because the front desk lady said that the room was recently flooded and the door was still acting up from that. Finally got another room. Went in and checked it out fast before heading out to get something to eat. Returned to the room to get some sleep before heading out the next morning. My wife and I hopped into bed and went to sleep. While laying there I felt something crawl on me. I thought my mind was just playing tricks on me. Finally, I got up and turned the light on. There were bed bugs and roaches everywhere. I immediately called Hotwire. They told me to call the front desk and take it up with them. I took pictures of the bugs and showed them to the front desk. They said we can move you and admitted to me that they would probably be in the other room as well. I relayed this information to Hotwire and checked out. I called Hotwire back and was instructed to send in the pictures that I took. They gave me $25 in hotbucks and said I would be compensated more once the pictures were reviewed. I sent in the pictures and called to see if they were received. The customer service agent said yes they received them but it would take 7 to 10 days to review and they would email me. On 1/21/2016 I called in to see why no one had contacted me and was told that they never received my pictures and that it was my responsibility to make sure they received the pictures. The rep was a male and was very rude from the minute Igot on the phone. Wouldn't allow me to say much. I asked to speak to a supervisor and he said it would be 1 hr wait time and that he already answered all my questions. I again asked for a supervisor and he transferred me to a young lady that was in CS just like him. but before h transferred me he made sure to delete my Hotwire account and profile so no one could see what I was making the complaint on. After holding on for 28 mins I finally spoke to ********* the supervisor. After another 30 min hold I was told that ********* was gonna call the Corporate office and would get back to me by the close of day yesterday. its 1245 the next day and still no resolve to this at all.

Desired Settlement: I like to speak to someone about the way Hotwire handles customers that does business with them often. I would atleast like my money back or a credit of what I spent.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 2, 2016 ****** ****** **** ** **** St ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Trade Winds Inn Clinton. I understand your dissatisfaction stems over the quality of your recent hotel booking. As such, you requested a refund or a credit for the time you spent on dealing with Hotwire. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at X (XXX) XXX XXXX for further review. Upon reviewing your account, I confirmed a contact was made to Hotwire on January 10, 2016 to share your concerns. Our travel specialist contacted the hotel's front desk who stated they will provide an alternate room. I learned you did not accept the room as you feel it would have the same issue. As a result, we provided 25 HotDollars for the experience. After further investigation, we have decided to remove the 25 Hotdollars we applied. Instead, we have issued a full refund of your reservation amounting to $37.28. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, **************** Customer Care Relations Hotwire Corporate Office

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: hotwire don't change my reservation I tried extend my car reservation.i called customer service and i told i want extend my car reservation date.Customer service said all sales are final and no return or no change.I am really frustrated.Now i don't want work hotwire anymore.I want money back. My itenary # is : XXXXXXXXXX amount i paid $260.47

Desired Settlement: i want my money back.i don't want work with this company anymore.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 2, 2016 **** ******** **** ******* View ** Apt XXXXX **** *** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) car reservation. I understand you were dissatisfied with your recent car booking because you were not allowed to change the date or extend your reservation. As such you are asking a full refund. Hotwire services two types of car rental reservations: Hotwire Hot Rate(r) and Cars. With Cars, you are only reserving the rental on our Web site; the actual charge for the reservation will come from the agency at the time of your reservation. Our Cars can be cancelled at any time without penalty. Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a Hot Rate(r) reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations. Upon reviewing your Hotwire account, I confirmed the type of rental you booked is a Hotwire Hot Rate(r). Based on the information provided above, I am unable to honor your request to refund your car reservation. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire itinerary XXXXXXXXXX, I need resolution to my problem resolved by someone in management with good customer service skills. Hotwire itinerary ********** -(***********@gmail.com) I made a reservation on line for a hotel in Charlotte, NC. I booked the hotel based on price and proximity to the location in which is convenient to my visit to Charlotte. Upon receiving the confirmation, I discovered that I would have to pay for an additional $25.00 per day and $12.00 per day for internet capability. I called Hotwire regarding my concern that additional monies would have to be paid, I was told that I could call the hotel to see if I could cancel. I did, the hotel told me that only Hotwire could cancel. I called back to Hotwire and was opted to pick another hotel, well, that option was a hotel that was double the rate of my original hotel. That is not an option for me as I chose the original based on price as well as proximity. Proximity is an issue as I am traveling with a disabled person in a wheelchair and needed to be close and withing walking distance to the the venue. In the last two I have been transferred and hung up on over and over. And at this point choosing you to make my reservation is ultimately is costing me more money. I do understand your policies, however I do feel given the situation, there is something that you as a company can do. I have just spent the last two days to no avail trying to get some resolve on my recent reservation booking.. My goal was just to assist someone to this event hassle free and at this point Hotwire and the lack of customer service has put a dent in the plan.As well as costing me more money and two days of frustration dealing with Hotwire and the terrible customer service.

Desired Settlement: I would like to be contacted by someone with authority and good customer service skills. At this point I am asking as a one time goodwill gesture that the reservation is cancelled and refunded. My goal was just to assist someone to this event hassle free and at this point Hotwire and the lack of customer service has put a dent in the plan.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ February 2, 2016 ********** ******** **** ******** CT ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear **********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Sheraton Charlotte Hotel. I understand you were dissatisfied with your recent hotel reservation as the hotel charges for parking and internet services. As 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 establishment. Customers 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.e. room service, phone calls). Any parking fees or internet fees incurred must be paid directly to the hotel, usually at check-out time. After 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) hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, 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 rate. Our rates does change from time to time as we are working on live inventory. We were able to verify with the hotel that you were able to use the reservation and check in on January 22, 2016 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

2/23/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Fraudulent grading of hotel We booked an 2.5 star hot rate hotel on Dec 28th. Hotwire provided me Country Hearth Inns & Suites. In Hotwire's advertising, Holiday Inn Express and Ramada are in the list of 2.5 star hotel. However, the "hotel" I was provided is actually a motel without basic stardard service. In our first room of that motel, everything is pilling off from the wall. The bed sheet has holes burnt by cigarrete. It was almost 1am that night so we decided to live with that and take a shower. My girlfriend found the tub was clogged in the half way of her shower. I told the front desk. And we were offered another room. My girlfriend wrapped herself with a towel, moved to another room, through a outside porch in the winter, to continue her shower. The tub of the second room is also clogged. I asked the front desk again. The women told me she cannot change the room for us again, otherwise her manager will give her trouble. I asked for cancellation, she said she have to talk to her manager in the next morning. So I have to take my shower standing in dirty water. In the second room, there is only a bedcover on the bed, no blanket, no comforter. So we then moved back to the first room for sleep. After we found out the second tub was also clogged, I called hotwire costomer service and complained about the condition of this 2.5 star "hotel". One thing made me more angry is this motel is only rated 1 star on Princeline. And the flate rate on Priceline is even chipper than hot rate on Hotwire. I told this to customer servicer, asked her how could Hotwire rate an 1 stat motel on Prineline 2.5 star, and sell for a higher price. She said there is no universal way to rate a hotel, 2.5 is what hotwire thinks it should be, no refund or compensation will be made. Point made, end of coversation. After all those trouble, we went to bed a 3am that night. On the next morning, we leaved very early in the morning. We tried to make compalint to the motel, but the manager wasn't there yet. In any circumstance, Country Hearth Inns & Suites should not be rated as 2.5 star. It cannot even provide basic standard hotel service, not to mention to be rated the same as Holiday Inn Express and Ramada. This is either Hotwire's negligent on picking their partners or a hoax in advertising. I have been using Hotwire for years and have made countless many bookings. I appreciate the quality and price Hotwire used to provide, but seems they can no longer keep their standard. I was very disappoted at how Hotwire's customer service handled my case. If I have a change to resolve it directly, I will not find BBB. In the future I will just book directly from the hotel to ensure the quality.

Desired Settlement: I require a full refund of my stay. And I want Country Hearth Inns & Suites to be down graded to 1 star so no more customer will suffer the same.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ February 1, 2016 ****** **** XXXXX **** ***** **** *** *********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Country Hearth Inns & Suites - Gainesville. I understand your dissatisfaction stems from the condition of the hotel and star rating. Therefore, you requested a refund. We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. At Hotwire, regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for additional support. After further research about the property, I did find numerous reviews on the hotel's condition. Please accept our sincere apologies along with 25 HotDollars I applied to your account ***********@qq.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and Hot Rate hotel reservations. Your HotDollars are valid for up to one year from issue, expiring on February 1, 2017. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/23/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Received an email confirmation at 08:13am pst on 01/15/16 from hotwire for a hotel that I did not make. I immediately responded to let hotwire know this was not a reservation I made. I was told since it was a hotwire special, I could not get a refund or cancel it. I have been trying to reach a supervisor for over 3 hours now and keep getting hung up on by their service reps so I am taking the next step. Also, the hotel that they say is a 3 star that I am booked for is barely a 2 star.

Desired Settlement: A full refund. A change in how they rate hotels.

Business Response: Initial Business Response /* (1000, 7, 2016/02/01) */ February 1, 2016 ****** ***** XXXXX ********* Rd *** ****** CA XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding a possible fraudulent transaction. I understand you've located a booking on your account which is unfamiliar to you. As such, you requested a refund. Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Based on your contact to Customer Care on January 20, 2016, a fraud report has been filed and shared with our Risk Management team. . A request for a refund can be made through your financial institution. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I used their website like I have so many times before and I choose a hotel that was rated 3 stars. On their website you are not given the name of the hotel until after you pay and the contract is binding, no cancellations of any kind. Which I have never had a problem with and I will keep my reservation. My problem/compliant is that they misrepresented the hotel. On their site they stated the hotel was 3 stars when in fact the hotel itself only gives a 2 star rating. I'm upset because I called to complain and they told me that they base their stars off of previous guest experiences. While I understand this they do not represent that in the fine print. I travel with my infant son that crawls and touches everything. I have certain standards probably higher than most and a three star or higher is what I traditionally use. The customer service representative also stated that I cannot do anything now because my trip is not until June 2016 and if or when I have a problem I should call back then and she abruptly tried to end the conversation without an concern for my feelings. Plus, several times she mentioned the binding agreement and not being able to cancel. Which I find to be misleading and advertising false information since the hotel themselves on rates themselves 2 star. I feel as if they are pulling a fast one on their customers with the blind purchase and they don't even do the correct star system. Product_Or_Service: online hotel booking Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) The company would accurately display the hotels star rating even if they don't show the name, that way you are buying what you really want not what previous guest think. Individual standards are too vastly different.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ January 27, 2016 ***** R. ******** **** ********* ******* *********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Howard Johnson Evansville. I understand you were dissatisfied with your reservation as you disagree that the hotel should be rated as 3-star. As such, you are requesting a full refund. Currently there is no national or international standard for hotel ratings system. Individual ratings can vary by source. We continue to review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customers' feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. In addition, we guarantee customers a clean and comfortable stay. If there is a concern with the quality of the hotel, we want to provide our partners with the opportunity to rectify the situation. In the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at XXX-XXX-XXXX for further review. Per the Hotwire Terms of Use, all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you checked the box stating you read, understood and accepted the Terms of use. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never requested a full refund. I only requested that you are transparent in your star ratings. If the hotel only rates themselves a certain star rating then your company should not be able to increase that star rating since you don't release the name of the hotel until after the purchase which is binding. Final Business Response /* (4000, 9, 2016/02/19) */ February 19, 2016 ***** R. ******** ************************************* XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding a hotel reservation in Howard Johnson Evansville. I regret you remain dissatisfied with the handling of your situation. I understand you do not agree with the star rating of the property. It was not our intention to mislead the customer specially regarding to the star rating. Rather, we strive for clarity on our site that we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of Howard Johnson Evansville was recently evaluated. We are confident that current 3.0-star rating of this property is an accurate reflection of its overall quality. We remain confident our business model is meeting the needs of our company's goals. We do place great value on your comments and appreciate you taking time to provide us with feedback. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (2000, 11, 2016/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/23/2016 Delivery Issues | Read Complaint Details
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Complaint: Hotwire Policy does not allow changes or cancellations. I needed to unexpectedly change my reservation and they were rude and refused. I booked a trip through Kayak.com which directed me to Hotwire.com for my car rental. I just wanted to get it done and it was late so I agreed to their terms of use, but I figured that if something ever came up- they are a big enough company to have proper customer service and understanding. No they do not. I booked a rental in Portland Oregon (PDX) Feb 2 at 12:00pm - Feb 10 at 12:00pm. I paid 300.99 in advance. My itinerary number is XXXXXXXXXX. I found out a month after booking the car that my best friend who I am visiting in Portland will be out of town that week, making my trip mostly pointless. I also realized I needed to be in california for an important event, and that it would likely be much colder in february than in March, my daughter would be missing an important week of school. Car rentals online for the next month (March) were also cheaper. I tried to call and talk to several different people asking them to please let me change or cancel my reservation. Hertz (the car rental company that they are in contract with) said on the phone that they would be glad to change my reservation EXCEPT that I had booked through hotwire and they don't allow that. I tried calling again and asking to speak to a supervisor and they just kept repeating that it is their POLICY to deny everyones right to a cancellation. I am very upset because this is the most expensive part of my trip- everything else can be moved up a month except this contract with hotwire. I think it is bad customer service to deny me my money back. Three hundred dollars is a lot to me, I am a single mother and this is the one trip my daughter and I go on each year. I am really sad that our only vacation cannot happen the way we planned. All I want is a refund. I am extremely disappointed in my choice as a consumer.

Desired Settlement: I would like to get my money refunded. $300.99

Business Response: Initial Business Response /* (1000, 8, 2016/02/02) */ February 02, 2016 ****** ******** **** *** ***** Ave ***** ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau regarding your car rental booking with Hertz. I understand you were dissatisfied with your recent Hotwire reservation because you are not allowed to cancel the rental. As such, you are requesting a refund. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate reservations. At Hotwire, we strive for clarity on our Web site. Because customers are charged for their reservations at the time of booking and are non-refundable, we are sure to point out booking details such as reservation dates, airport location(s) along the booking path. On the final billing page, within the Booking Rules and Restrictions section, which outlines the Hotwire Terms of Use, we mentioned the reservation was final and non-refundable. Before you completed the booking, you selected a box stating you read, understood, and accepted those terms. In addition, on the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided: -All bookings are final. No refunds, changes or transfers. -Your account will be billed for the full amount when you book. Based on the information provided above, I am unable to honor your request to refund your car reservation. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Stranded with nowhere to sleep - Hotwire cancelled my hotel reservations without any notice On 12/27/15, I arranged a trip to Florida through Hotwire, reserving a hotel in Davenport, FL (check in at 12/28/15 and check out at 12/30/15 itinerary #XXXXXXXXXX), a hotel in Key West, FL (Check in at 12/30/15 and check out at 12/31/15 itinerary #XXXXXXXXXX) paid for by me, and Dania, FL (Check in at 12/31/15 and check out at 1/1/16 itinerary #XXXXXXXXXX) paid for by my fiancé. I arrived at the Davenport FL hotel and stayed there without incident. After completing the 9 hour drive from Davenport, FL to Key West, FL. I arrived at my hotel, ready to enjoy what was supposed to be the highlight of my trip. I arrived at the hotel and was told that all of the rooms were sold and I would not be able to stay there that night. Thinking there must be some mistake, I showed the receptionist my itinerary from Hotwire, as THE LAST CONTACT I HAD FROM HOT-WIRE WAS AN EMAIL SAYING "YOU'RE CONFIRMED! THERE IS NO NEED TO RECONFIRM YOUR RESERVATION WITH 'X' HOTEL OR HOTWIRE". The receptionist looks at my itinerary and then discloses that my reservation was cancelled by Hotwire, and the only thing that she could disclose to me was that it was related to fraud. I was shocked, and tried to call Hotwire to resolve the situation. After calling Hotwire, I was forced to explain the same situation to 4 different INCREDIBLY RUDE customer service agents, who would either hang up or force transfer me to another customer service agent, who would then ask the same set of questions. At one point, after asking for a woman's name, I heard a man tell her to lie whispering in the background "Make up something, tell them your name is ****". I asked them to arrange a stay at another Hotel, but they told me that I had already been refunded, and my account had been cancelled, and they were unwilling to do anything. Upon checking our bank accounts, I discovered a refund for the next hotel stay as well. I guess they wanted to leave that one as a surprise to me the next day. I asked why they would cancel my reservation, or why I wasn't notified, but they would not disclose anything to me, instead prompting me to leave a message with their 'Risk Management Team'. As a result, my fiancé and I were stranded with nowhere to stay in one of the most popular tourist destinations in the world, during the busiest holiday season. After calling different hotels for hours, I was finally able to find one with an opening, at a substantially higher price than what I paid for through Hotwire, as I was booking for a same night stay rather than in advance. That same night, after more hours of calling around was able to book another hotel in Dania, FL for a substantially higher price. All in all, Hotwire cost me approximately an EXTRA $275.00 in hotel costs than what I was already paying, and 5 hours of stress, on what was supposed to be my big vacation in years in addition to the embarrassment of the hotel receptionist thinking I was a thief. As for the fraud alert, both my fiancé and myself called our banks the next day and were told that there were no issues with fraud with our accounts. Hotwire should not be able to leave somebody stranded across the country on a whim after payment has been completed successfully and the last contact was an email confirming that everything was okay.

Desired Settlement: I want Hotwire to explain why my account was deactivated when there was no evidence of fraud whatsoever. I want Hotwire to reactivate my account, as I have never abused any of their rules or regulations. I also want Hotwire to give me $275.00 in store credit to use as compensation for the extra charges I had to pay as a result of them cancelling my reservations during the busiest holiday season of the year, hours of wasted time spent trying to find a hotel, and embarrassment of being thought of as a thief, when I did nothing wrong.

Business Response: Initial Business Response /* (1000, 8, 2016/02/02) */ February 02, 2016 ******************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX, XXXXXXXXXX and XXXXXXXXXX Dear **, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau regarding your Hotwire account. I understand you were dissatisfied with your recent Hotwire reservations because your existing account has been deactivated. After reviewing your account, I confirmed that the Hotwire account mentioned above was blocked by our Risk Management. Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were blocked by our risk management. Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. **l further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

2/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We paid for a 4 star room and given a 3 star. Hotel in question is rated 3 star by all sites I could find.Hotwire refused to place us in 4 star room Basically, we paid for a four star resort and were assigned a 3 star resort as rated by all online rating systems I could find. It is our feeling that we are not getting what we paid for and that hotwire is running a scam in that they do not provide a list of what they consider to be 4 star resorts then assign sub-par resorts to customers. Again, we did not ask for a refund - only to be given a room in 4 star resort as this is what we paid for

Desired Settlement: I would like to be issued a room in a 4 star resort as this is what my husband and I paid for. If this isn't possible then I would like a refund prior to February 6, 2016

Business Response: Initial Business Response /* (1000, 5, 2016/02/04) */ February 4, 2016 ******** ****** ************** ******, ** ***** In response to BBB case number ********, Customer's email *********************** Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your hotel reservation. I understand you are dissatisfied with your recent hotel reservation, specifically with its star rating. As such, you are requesting either a change of hotel or a full refund. I attempted to locate the information referenced in your first and last name and email. I was able to pull up an account, however, I was not able to confirm the reservation you are referring to as there was no booking under it. Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification: - Hotwire itinerary number - First and last name of the primary guest - First and last name of the account holder - Phone number associated with the account - Reservation number - Zip code associated with the account Once we receive this information, we will be able to search further and provide you with a response to your inquiry. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

2/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged 3 times for a 2 night hotel stay on 12/31/15 but was never delivered a confirmation for my reservation. I have no hotel reservation now. My credit card was charged $157.77 for 2 nights and another $55.76 for another night but I never received a hotwire reservation just useless itinerary numbers from hotwire. My funds have been taken, I'm out of state, and I'm sleeping in my car until the morning when my bank can resolve the problem. No one should be treated like this.

Desired Settlement: I want ALL MY MONEY refunded and 3 free night stays at their best hotel until my business trip is over on Sunday 1/3/16 asap

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ January 15, 2016 ****** ****** **** ***** ***** ***** ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX and XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hotwire hotel booking attempts. I understand you are dissatisfied because of the funds held for the reservation that did not go through. As such, you requested a refund. After reviewing your Hotwire account, I confirmed the Hotwire Itinerary mentioned above did not go through. Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were cancelled, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information. The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX)XXX-XXXX. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good morning My funds were tied up over a holiday weekend, no reservation, and still no one from your company did anything to resolve the matter. If the account was deactivated why would you still hold funds on my card? I didn't deactivate my account therefore I have no clue why it would be deactivated. The fact is you guys deal with travel, ppl credit cards, and reservations but dropped the ball! It is unprofessional, inconsiderate, and plain unacceptable to have someone strained out in another state like that without having the proper customer service reps available to resolve a travel issue if it arises! Final Business Response /* (4000, 9, 2016/02/05) */ February 5, 2016 ****** ****** **** ***** ***** ***** ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX and XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding the unauthorized Hotwire transactions under ******@me.com. I regret you remain dissatisfied with the information we have provided. As previously mentioned, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations did not go through, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information. In addition, your account has been deactivated by our Risk Management team. As such, all further contacts regarding your account must be addressed with Risk Management at (XXX)XXX-XXXX. It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been billed 4 times for the 1120.00 they have taken the money out twice and has 2241 on hold with my bank causing my checking account overdraft They have messed up my checking acct with being billed 2 times for a 1120.00 charge when attemp to called i am hung up on and disconnect see info below *** ******* (***) ****** (***) Aug 17, 2016 - Sep 6, 2016 , 2 round trip tickets CONFIRMED ***** ****** Your reservation is booked and confirmed. There is no need to call us to reconfirm this reservation. Traveler Information ****** ****** ******* Adult No frequent flyer details provided Ticket # XXXXXXXXXXXXX ******* ***** lett Adult No frequent flyer details provided Ticket # XXXXXXXXXXXXX * Seat assignments, special meals, frequent flyer point awards and special assistance requests should be confirmed directly with the airline. Aug 17, 2016 - Departure Nonstop Total travel time:14 h 45 m custom air icon *** ******* ****** 14 h 45 m 7,495 mi *** 10:35pm Terminal 3 *** 6:20am +2 days Terminal 1 (Arrives on Aug 19, 2016) Delta **** Operated by VIRGIN AUST INTL Economy / Coach (T) Confirm seats with the airline * Sep 6, 2016 - Return Nonstop Total travel time:13 h 45 m custom air icon ****** *** ******* 13 h 45 m 7,495 mi *** 10:00am Terminal 1 *** 6:45am Terminal B Delta ** Economy / Coach (T) Confirm seats with the airline * Airline Rules & Regulations We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed ** to you. Tickets are nonrefundable, nontransferable and name changes are not allowed. Please read the complete penalty rules for changes and cancellations (Opens a new window) applicable to this fare. View the complete terms and the condition of the description of coverage. (Opens a new window) Please read important information regarding airline liability limitations (Opens a new window) . Price Summary Traveler 1: Adult $1,120.66 Flight $298.00 Taxes & Airline Fees $822.66 Traveler 2: Adult $1,120.66 Flight $298.00 Taxes & Airline Fees $822.66 Hotwire Booking Fee $0.00 Total: $2,241.32 All prices quoted in US dollars. Additional Flight Services The airline may charge additional fees (Opens a new window) for checked baggage or other optional servic

Desired Settlement: to be compensated for my checkin acct overdraft and to be credit for the 2200 they have on hold

Business Response: Initial Business Response /* (1000, 5, 2016/01/31) */ January 31, 2016 Better Business Bureau E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from ****** ******* (BBB case number XXXXXXXX) regarding charges for an upcoming itinerary booked through Expedia.com. We understand Ms. ******* felt that Expedia placed duplicate charges on her account. On January 31, 2016 we attempted to contact the customer to acknowledge receipt of their BBB complaint Our records indicate on January 11, 2016 the customer accessed Expedia.com and self-booked Itinerary # XXXXXXXXXXX which included two round trip flights from Los Angeles, California to Sydney Australia departing on Wednesday, August 17m 2016 and returning on Tuesday, September 6, 2016. The itinerary also included the purchase of Trip Protection Insurance. The itinerary total was $2241.32 for two round trip flights and $144.00 for insurance. Our records further reflect one charge of $2241.32 and one charge of $144.00 was debited from the customer's account on January 11. 2016. No duplicate charges were made on the customer's account. When customers attempt to make online purchases, the vendor's accounting system will electronically contact their bank or credit card companies' system to validate the account is active. At that time, the bank or card company may put a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase. These bank placed holds are called Pending Authorizations. When a purchase is finalized and a vendor is paid, the bank should release the pending authorization, however there are times when the bank does not do so immediately. This can cause the customer to believe a company has charged them more than once. Although vendors such as Expedia do not request these holds be placed, we can only contact the customer's bank or Card Company, and ask that they release the hold immediately, at the customer's request. We cannot force a bank or credit card company to release a pending authorization. Banks require our agents have the customer on the phone when making this request. Therefore, a customer that has a pending authorization would need to call 1-800-EXPEDIA (XXX-XXXX) and ask to have the authorization removed. They will be transferred to an agent who can assist by calling their bank or card company and asking for release of the hold. Most companies will release the customer's funds at Expedia's request, however; some have rules that require the hold to remain for a period of time set by the financial institution. Expedia regrets any inconvenience this matter has caused our customer, however we do not show any duplicate or unapproved charges being debited by Expedia. If the customer still needs assistance with the removal of pending authorizations, they should contact an Expedia customer service agent for assistance, We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, *************** Tier 3 Customer Service

2/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire sold a hotel room that is not in business. itinerary number XXXXXXXXXX. I booked 4 hotel nights in Shenzhen, China for a stay from November 22 to November 26 with an itinerary # XXXXXXXXXX with a price of $157.58. I ended up arriving in Shenzhen two days later because of the airline issues. When I finally arrived and went to the hotel in Shenzhen, the hotel was closed, not in business, with no one answering the phone call. Can you imagine the frustration you have when something like this happens at a trip in a foreign country? I ended up calling many hotels and going to different hotels several times only to hear that most of them didn't have any rooms. I had a very difficult time finally finding a different hotel to sleep in and also wasted a lot of time and money. The hotel I could find at that time was a lot more expensive and I had to take the cab several times to finally have found another hotel. When I came back to the states and contacted hotwire, a customer rep named**** said it is their fault and hotwire would refund me for the price I paid originally and also reimburse me for the extra cost that was incurred. makes sense right? If you sold a hotel not knowing it's not in business you give the customer refund right away. Right? I paid $199.72 on 2 nights of hotel in Shenzhen and I have sent the receipts for the stay. The refund and the extra cost ONLY for the hotel rooms total to $357.30. Hotwire delayed to settle this issues for more than a month saying they need to investigate this issue. What is there to investigate when the hotel is closed and doesn't answer any phone calls? Anyways, I finally got a refund after almost two months of calling and emailing them for $98.57. I am not sure where this amount comes from, I think this is for one night of hotel but I am not sure. I have wrote them numerous emails and they failed to deliver a reasonable reply. I think their customer service team doesn't really read the emails from beginning to end. It was the worst trip to begin with all the crazy airline issues and a hotel not in business? I never knew something like this was even possible. The company has horrible customer service and completely unethical. I want a refund check for $357.30. I gave hotwire almost 2 months to resolve the issue and they failed to do it.

Desired Settlement: I want a refund check for $357.30. This doesn't even include my loss of time and money for numerous cab rides in the search of another hotel.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ February 1, 2016 **** **** *** ********************* **** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Orient Fashion Hotel in Shenzhen, China. I understand you are dissatisfied with your recent hotel reservation as you ended up booking a new reservation at a different property due to the hotel is no longer in business. As such, you are requesting for refund. In the amount of $357.30. First, allow me to apologize for any inconvenience or frustration this has caused you. I appreciate you took the time to express your concern. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. Upon further investigation, I have confirmed that we have asked you to send us a copy of the receipt of the booking you made with a different property for reimbursement, which we have processed for a manual refund in the amount of $98.57 (638.65 CNY). I also processed the cancellation and refund of the reservation booked with us in the amount of $118.18 for the 3 unused nights, as the charge for the new reservation was fully refunded to you by our Finance Department. The refund typically takes 1-2 business days for the funds to return to your financial institution. It is then up to your financial institution as to when the funds will be available for use. As we have only received a copy of your hotel booking for just only one night, we are unable to honor your request for reimbursement of the second night stay you had at the new hotel. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/22/2016 Delivery Issues | Read Complaint Details
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Complaint: Deceptive information and violation of contract On Aug 17th, 2015, I made a reservation for a full size car rental using Hotwire. The reservation number was ********** and it was for a rental from Payless in Toronto, Canada. The car rental was quoted at US$220.41 with a condition that the rental agency would impose their own taxes and surcharges. However, (documentation available upon request) the quote was very clearly marked as UNLIMITED MILEAGE with no asterisks, footnotes, or conditions attached to the claim. This was critical for me since I needed to do a lot of driving in Canada. The other issues associated with a rental such as taxes, gas, fees were not important to me. Since this car had unlimited mileage I booked a one week rental from the 18th-25th of August. When I arrived in Canada I asked a company driver to take me to the rental office on Airport rd. At the rental agency I was informed that the unlimited mileage only applied to driving within the province of Ontario. If I took the car out of Ontario I would be charged for every kilometer over 1500km. This was completely unacceptable because I needed to make a very important trip to Montreal which is in the province of Quebec. I was completely blindsided by Hotwire's claim of unlimited mileage. I called up Hotwire on my cellphone and was told that someone would call me back. After 1 hour I had received no call and I called back, this time using my driver's cellphone since my battery had died. I stayed on the phone for a good one hour and kept going back and forth with the Hotwire representative who kept trying to tell me that the unlimited mileage claim was correct because it only applied to one province. I went so far as to ask the representative to book me another car rental with unlimited mileage at the same rate that had been offered to me but she did not agree. Furthermore the representative I spoke to, "*****", was curt and dismissive of my frustration and anger at having been deceived into a purchase. I informed her several times that I was standing outside the rental agency and I needed a resolution but she was completely unwilling to discuss a solution with me. I have made all possible good-faith effort to reach a settlement in this dispute. I exercised due diligence prior to making this purchase through Hotwire. Furthermore, the details of the deal as represented by Hotwire, and available as evidence, were misrepresentative of the actual contract as understood by any normal customer. The total cost for my rental came out to CAD$390.03 (US$296.71) out of which CAD$75.20 (USD$57.21) was charged for excessive mileage. I hold Hotwire responsible for the inconvenience and this charge. I am writing to ask for a refund of this charge by Hotwire. I would also like to inform Hotwire (you) that if you deny my claim, I reserve the right to seek redress by all means at my disposal. Furthermore, such amounts may include compensation for my time and, include punitive damages for my frustration, fraudulent merchandising, breach of contract, and inconvenience, as I deem appropriate.

Desired Settlement: I am seeking a refund of $60 from Hotwire.com.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ October 27, 2015 ****** ***** ************************* ********, ********* In response to BBB case number ********, Hotwire Itinerary ********** Dear ******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your car reservation in Toronto Lester B Pearson Airport. I understand you are dissatisfied with your recent car rental specifically with the millage restriction. Hence you want us to refund $60 back to your account. At Hotwire we strive for clarity on the site. To ensure this, we provide the following information in our Hotwire Travel Products Rules and Restrictions under Car Rental Restrictions: Car-rental bookings and reservations available through this Site are subject to the published conditions of carriage and rules of the applicable rental agency. For convenience, I have included a link to our full Hotwire Terms of Use relaying our product rules and restrictions http://www.hotwire.com/about-hotwire/other-resources/hotwireAgreement.jsp As previously stated, upon signing Budget's contract accepting their stipulations pertaining to mileage and geographical restrictions, any additional charges assessed become the responsibility of the signee. Since the type of reservation you booked was one of our Standard Rates, cancellation was permitted at any time. Based on the information provided above, I am unable to honor your request to refund your reservation. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. The rationale used by the merchant to refuse my claim is baseless and irrelevant to my claim. 2. The vendor, Hotwire, clearly states that the product they were advertising for sale, the car rental, was for UNLIMITED MILEAGE. If the merchant, Payless Car Rental, had a different rule for renting out cars then this was a clear deception and fraudulent misleading of the consumer by the vendor. 3. To expedite its sale and associated revenues, vendor misrepresented the product to deceive me, the consumer, into entering into a contract with the merchant. 4. By presenting the merchant's product, the car rental, to the customer on their website, the vendor has ipso facto taken on the responsibility to accurately represent the details of the product. Stating something that is clearly contrary to the rules of the rental of the merchant, is a misrepresentation, fraudulent deception, and an illegal contractual negotiation. Final Consumer Response /* (3000, 27, 2016/01/22) */ This case was NOT resolved. HOTWIRE promised a refund in their last communication to BBB. They mentioned that I would receive the refund by Dec. 29, 2015. Today is Jan. 16th, 2016 and I have still not received any refund or further communication from HOTWIRE. Please DO NOT mark this case as resolved because this appears to be the original intention of HOTWIRE - to prolong the issue until the parties withdrew/exhausted/dropped the case. Final Business Response /* (4000, 29, 2016/02/07) */ February 7, 2016 ****** ***** **************************** ********, ********* In response to BBB case number ********, Hotwire Itinerary ********** Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your car reservation with Payless Rental car at the Toronto Lester B Pearson Airport. I understand your dissatisfaction stems from the extra charge imposed by the car rental agency due to additional mileage. At our previous response, we have asked you to send us a copy of the receipt from the rental agency for further investigation. I have confirmed we have received the needed documents on November 26, 2015. After further review, we approved to reimburse the extra charge imposed for additional mileage in the amount of $57.21 on February 5, 2016. Please allow us 10-14 business days to process the refund as we have forwarded the necessary information needed to wire transfer the funds to the right department. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Dishonest business practices and poor customer service I booked an advertised 4 star 'secret rate' hotel on the hotwire.com website, but the hotel I received was listed as a 3.5 star hotel on the hotwire.com website. I called the company to notify them of the discrepancy and request a refund. The first customer service representative I spoke to put me on hold after I pointed out the discrepancy. She left me on hold for 35 minutes (and never returned to speak to me). Thus, I hung up and called hotwire again. The second service representative confirmed the discrepancy, but said that he could not issue a refund so I asked to speak to a manager, he placed me on hold for 20 minutes and never came back on the line and a manager never came on the line either. Yet again, I then hung up and called back a third time and spoke with another customer service representative and told her about the discrepancy, and requested several times not to be put on hold. She then proceeded to tell me that I could have a $25 credit towards another booking, but she was not willing to refund the amount of the purchase to my credit card. After waiting for several minutes, she finally was able to process a refund for the amount charged to my credit card. I spent nearly 90 minutes on the phone with 3 different customer service representative in order to receive a refund for false advertising on the hotwire.com website.

Desired Settlement: I would like an apology from the company for the false advertising and poor customer service. I would also like to compensated for the time I spent trying to resolve the issue with customer services representatives who were not respectful of my time.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ January 29, 2016 ***** **** **** S ***** Dr ***** ********** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with 24 North Hotel in Florida. I understand that you identified that the 4-star hotel you booked is being rated lower on our site under Hotels tab. As a result, we were able to make an exception for a refund. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. We take customer feedback very seriously, and appreciates the time you took to notify us with your concerns. We have noted your concerns and can assure you this particular matter concerning the hotel's star rating will be appropriately handled internally. Please accept my sincere apologies for any inconvenience this situation created along with a credit of 50 HotDollars. I applied this credit to your account under *********@hotmail.com. HotDollars are valid for 1 year that can be used in booking a HotRate(r) Hotel and HotRate(r) Car. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, **************** Customer Care Relations Hotwire Corporate Office

2/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I bought a round trip ticket from Beijing, China, to Detroit from Hotwire. My flight was cancelled and they refused to refund or exchange my ticket. On July 19, 2015, I bought a flight from Hotwire for $870.19 from Detroit,Michigan (DTW) to Beijing, China (PEK)leaving August 25, 2015 and returning December 14, 2015. I promptly received a confirmation email, and itinerary number #XXXXXXXXXXX. However, when Dec 14 arrived, I discovered that my return flight, Air China flight 819, had been cancelled. I promptly called Hotwire and was told that they would change my ticket. However, Hotwire did not. Hotwire then proceeded to say that they would call Air China, however, Air China was closed, so they told me that I would have to call again tomorrow, even though, tomorrow was the day that my flight was supposed to leave, as well as the day I had to move out of my dorm. So, I called the next day, after a game of tag, and about 6 hours on the phone, both Hotwire and Air China told me that the ticket no longer had "any value", although I had not used the second, the return leg, of the trip, from Beijing, China (PEK) to Detroit, Michigan (DTW), and that there was nothing they could do. They also told me that the $56 travel insurance did not cover cancelled flights. Both companies offered no compensation for the $870 dollars that I had just lost, they told me to "buy another ticket". The situation was not resolved until I had my Chinese roommate, call the Chinese Air China line, and simply get a ticket to fly me into New York, I then had to buy a second ticket to fly me the rest of the way home. Because, I was not flown back into Detroit, I lost the original value of my ticket, and was also caused to accrue additional costs, i.e. an additional $400 on two separate tickets the original from Detroit, Michigan (DTW) to Lexington, KY (LEX), and the second on a ticket from New York (JFK) to Louisville, KY (SDF), as well as an additional $150, my mom spent driving up to Louisville, approx. an hour drive, and then being forced to spend the night in a hotel, once the flight from New York (JFK) was cancelled. This resulted in a roughly three day trip, which originally only supposed to be an 24 - 27hr trip.

Desired Settlement: I would like a full refund for $870.19. I purchased the round-trip ticket from Detroit,Michigan to Beijing, China and back again, and was only afforded a one-way ticket with no compensation.

Business Response: Initial Business Response /* (1000, 10, 2016/01/20) */ January 20, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ***** ****** (BBB case number XXXXXXXX) regarding a flight reservation. We understand Mr. ****** is requesting a full refund. On January 15, 2016, we contacted Mr. ****** to acknowledge receipt of their BBB complaint, however there was no answer. Our records reflect on July 19, 2015, the customer self-booked a multi-carrier flight reservation using Hotwire.com. Travel was on United and Air China departing August 25, 2015 from Detroit, Michigan to Beijing, China, connecting through Washington, DC and returning on December 14, 2015, from Beijing, China to Detroit, Michigan with Air China and Delta, connecting through Newark, NJ. The customer is stating his flight was canceled and he had to purchase two tickets to return home. 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. Air China was merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Hotwire has no control over when, or how often, airline initiated schedule changes occur. Expedia 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 your flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. On November 25, 2015, Hotwire received notification from Delta of a major airline schedule change. Mr. ****** connecting flight in Newark, NJ changed resulting in an invalid connection. Hotwire made several attempts to contact the customer, by phone, to advise him of the changes. As a last attempt to reach the customer, we emailed Mr. ****** on November 29, 2015, using the email address that was linked to the account used to booked the itinerary; ***********@gmail.com . We advised him to contact us immediately. As no contact was made, Hotwire then sent a message to the airlines advising them to assist the customer at the airport as we were unable to reach him. We can confirm Mr. ****** contacted us on December 13, 2015 regarding the airline schedule change. Our agents then contacted Air China to confirm alternate flights. Air China advised the new booking had to be confirmed prior to December 14, 2015 or there would be a charge. Hotwire was unable to get the customer to confirm the new flights so the reservation was not changed. Hotwire advocated on the customer's behalf to request a refund of any unused segment. Both Air China and Delta Airlines; advised their reservation system is reflecting all flight segments were used. Delta Airlines stated Mr. ****** return flight was re-issued at the airport and used. We regret any inconvenience the customer encounter; however, Hotwire is unable to offer any refunds or compensation for this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 12, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Hotwire's response. First, on December 13, 2015, once I was finally contacted about the change to my flight I immediately contacted Hotwire. I was then told that Air China was closed, and that I would need to call again tomorrow, December 14. I was not told that "Air China advised the new booking had to be confirmed prior to December 14, 2015 or there would be a charge", instead I was repeatedly told, that my ticket had no value and that Air China and Hotwire would not honor the ticket. This is unacceptable as I purchased a roundtrip ticket; I did not receive a roundtrip ticket. Second, as to, "Hotwire was unable to get the customer to confirm the new flights so the reservation was not changed". I accepted multiple offers from Hotwire to be routed into different cities, however, each time the offer was retracted by Hotwire/Air China. This was a day-long process of Hotwire extending offers and retracting them, and I have the phone records to prove it. Because Hotwire did not honor my roundtrip, I was forced to buy another ticket from New York to Louisville for about $250, as well as a hotel night. What should have been a ~20hr trip, resulted in something much longer. This is highly unacceptable. I request that Hotwire either refund all or partial amount of the ticket price or reimburse me in someway for the trip. Final Business Response /* (4000, 14, 2016/02/04) */ February 4, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal from Mr. ***** ******. We regret to hear Mr. ****** did not accept our response and/or resolution offered. As previously advised all changes to the Mr. ****** flights were caused by an airline schedule change; which Hotwire has no control over nor provide reimbursement for. We have also advocated on the customer's behalf to Delta and Air China, and both airlines has not honor any request for compensation. Mr. ****** is free to contact the airlines directly to pursue compensation as they would know why the airline schedule change happened. Hotwire stands by our previous decision and is unable to honor the request for a refund or compensation. As the customer has not provided any new information regarding this matter, we respectively request that the BBB close this case. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** ****

2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire refuses to reverse a fraudulent transaction that was 100% of their making. On 1/4/2016, I spoke with Hotwire agent on phone. She confirmed a hotel in Bellevue, WA at $84 plus tax, and asked me to verbally confirm, which I did. Then she said "Oops something went wrong. The booking went through to the wrong hotel." Indeed, a few minutes later I received email confirmation of hotel in wrong city, at wrong price. She the transferred me to a different agent who informed me that they would not reverse the transaction because "all sales are final". I called back and asked to speak to a supervisor. The agent hung up on me. Hotwire itinerary no: XXXXXXXXXX Amount: $108.69

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ January 19, 2016 ****** ******* ** *** *** ********* ** XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your Hot Rate(r) hotel reservation with Hotel Deca in Washington. I understand you were dissatisfied with your reservation as you were booked in the wrong hotel. As such, you are requesting for refund, in the amount of $108.69. After further investigation, I learned that on January 4, 2016, an error occurred when one of our Travel Specialists assisted you in completing the reservation. On the same day, one of our Supervisors acknowledge the error and processed the refund of $108.69. While we issue our refunds within 1-2 days processing, it is up to your financial institution's policies on when the credit will be available for use. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received the refund, so we're square monetarily. However, I have yet to hear an explanation as to why I had to invest a full day of my time to get this refund, including a Hotwire rep hanging up on me despite that I was entirely civil. This is all provable because Hotwire records the calls. Bearing in mind that this screw-up was 100% Hotwire's making... I've been a Hotwire customer for over eight years, and never once complained. And this is how I'm treated? Shameful. Final Business Response /* (4000, 9, 2016/02/16) */ February 15, 2016 ****** ******* *********************** XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Hotel Deca in Washington. I understand you were dissatisfied with your recent booking because you did not receive the refund at the time of rebooking. I apologize for any treatment that was anything less than exceptional when speaking with our travel specialist. I have noted your concerns and can assure you this particular matter concerning quality will be appropriately handled internally. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns For the inconvenience, please accept 25 HotDollars I applied to your account under ********@yahoo.com. HotDollars are equivalent to US Dollars that can be used in your future Hotwire booking for HotRate (r) Hotels and HotRate (r) Cars which is valid for 1 year. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (2000, 11, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotel booked through hotwire could not refund me for lack of hot water said it's hotwire's problem. Hotwire blaims the hotel. Im stuck in the middle. I stayed at a Sleep Inn franchise in **** ********* ******* on Feb 13 2016. We tried to use the hot water and take a shower and get ready at 8:00 am on Sunday February 14th but the hot water was non existent. I complained to the hotel about the issue and they said it was not in their power to provide a refund because we booked through hotwire. Hotwire was contacted and offered a small 23% refund. I asked hotwire for a full refund because the total cost of our stay was $150. I feel that Hotwire should refund the full amount of the stay since the hotel was not adquate and could not provide basic services it offered in its advertisement.

Desired Settlement: I would like Hotwire to refund our purchase of 1 night's stay. They should be able to contact the Sleep Inn and let them know that they cannot reimburse them for the stay after the refund has been processed since the hotel failed to deliver basic services.

2/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We bought an intl travel pkg. to include premium economy air tickets. The flight plans changed and premium economy seats cancelled; no refund given. In May, 2015, we purchased an international travel pkg. from Hotwire.com, Reno to London England, 1/5/16 - 1/19/16. The flight confirmation # ************************** . We received two, subsequent communications noting minor flight changes. On 10/25/15 we received an email stating it was urgent we contact Hotwire because of flight changes. We called hotwire.com within one hour of receipt of the email; we were told we would be routed thru LAX to LHR and that we were assured premium economy seating. On 10/29/15, we received confirmation of the flight change. The reservation now routes us through Dallas, and our seating is in Coach. The Premium Economy seating is still available to us on our return. We have made multiple calls to hotwire.com. We've been put on hold.....connected to supervisors.....had our calls dropped.....all to request reinstatement of what we purchased. We have received no correspondence or return calls (as promised) addressing our request. It is our opinion hotwire.com has benefitted financially from the transaction and has sold us a product which they now will not deliver. We request one of two outcomes: 1) A refund for the two premium economy seats, Reno to London on 1/5/15; or 2) Reinstatement of what we originally purchased -- Premium economy seating, Reno to LHR. We paid by Wells Fargo VISA ccard, and British Airways billed our card directly for the two tickets on 5/12/15. The r/t Premium Economy tickets were $1801 each -- total $3602.

Desired Settlement: Reinstatement of what we purchased or a refund for the Premium Economy downgrade to Coach, Reno to LHR.

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ December 2, 2015 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire.com Case #: ******** Dear Better Business Bureau, Thank you for taking the time to contact Hotwire.com regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Hotwire.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. As we have received **. ******' complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Better Business Bureau, her complaint is currently reviewed by the highest level of escalation within Hotwire.com and, as an organization, we will continue to communicate with **. ****** until a satisfactory resolution is reached. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) For Hotwire to suggest they were 'disheartned'because our concerns were not addressed is incredible. The fact is no one from their company has proactively worked to resolve this matter. Further, they sold us premium ecnomy tickets, then arbitrarily downgraded us to economy without our approval or knowledge and they kept the difference in the ticket price -- an amt of approx. $700. The matter is still unresolved. We did receive an email from the Tier 3 Hotwire staff (******* ********), asking us to call to resolve the matter. Since receiving the email, I made repeated calls the week of Thanksgiving and got a chronic busy signal or recording saying 'all circuits are busy.' I recently have been able to get through and leave a message, and have done so for 5 consecutive days but have not received a return call. We are scheduled to travel on Jan. 5, 2016 and it is our sincere home the matter will be settled before that date. Final Business Response /* (4000, 12, 2016/02/04) */ February 2, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: ********* Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal from ****** ******. We regret to hear **. ****** did not accept our response. We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department. As mentioned in our initial response, Mr. ****** complaint is currently reviewed by the highest level of escalation within Hotwire.com. They have been trying to reach **. ****** to address her concerns and have been unsuccessful in that effort until today. Although a final resolution has not been reached, we are confident that one will be reached before long. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service Final Consumer Response /* (4200, 14, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have NOT heard from hotwire.com as indicated. Specifically, we did not hear from them on Febr. 2, 2016 as they stated in their reply. ****** N. ******

2/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Hotwire Hotel deal I purchased/was promised (3 star) was provided a 2.5 star hotel. The company refuses to correct the issue. I am very dissatisfied with a recent hotwire hotel purchase and have kindly requesting a refund. I requested and was guaranteed a 3 star hotel. I was given a Howard Johnson in Fullerton, CA. The Howard Johnson (Wyndham) Company itself only rates this hotel 2.5 stars, as well as Trip advisor (2.5 stars) and Priceline (2 stars). The Hotwire website also lists Howard Johnson under the 2.5 star rating category on the example of hotel ratings please refence link (https://www.hotwire.com/travel-information/hotels/hotel-ratings.jsp). The recent reviews of this hotel are poor, noting a bug problem and the property being extremely outdated. I understand now Hotwire's method of rating however feel duped or taken advantage of this is not was I was promised. I also called Hotwire to request this correction and was transferred no less than 25 times around the Philippines and hung up on twice. Please help in obtaining my cancellation refund this money. Itinerary #XXXXXXXXXX

Desired Settlement: Please cancel this reservation and refund the money as the overall experience has been extremely poor and most importantly I was not provided the level of product I was promised. Itinerary #XXXXXXXXXX

Business Response: Initial Business Response /* (1000, 6, 2016/01/27) */ January 27, 2016 ****** ****** **** ** **** ****** Dr. ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Howard Johnson & Conference Center in Fullerton, CA. I understand you do not agree with the hotel's star rating due to reviews available online. As such, you are requesting for refund. We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. Howard Johnson brand hotels are currently classified as most commonly being found as 2.5-stars and 3.0-stars in our Star Ratings Guide. However, this does not guarantee every Howard Johnson hotel on Hotwire will be a 2.5 or 3.0-star since we rate our properties individually. Our Star Ratings Guide does not explicitly define any individual hotel's rating, merely the ratings most commonly found within a particular brand. Regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we want to provide our partners with the opportunity to rectify the situation. In the event the hotel will not be 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. Based on the information above and per the Hotwire's Terms of Use which you accepted and agreed on when you made the booking, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 8, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I extremely dissatisfied with this response. There are pages and pages of the same exact complaints on the BBB website and many have been refunded. I have a child with medical issues and cannot take him to a hotel that clearly has review after review citing pest problems. The industry leaders I cited to not rate this hotel the same. And Hotwire is contradicting itself by listing Howard Johnson as a 2.5 star hotel on their own website, this is misleading in and of itself. I kindly insist on a full refund as I do not wish to proceed and stay in accommodations for which I did not intend to purchase. See an exact similar complaint listed on 1/5/2016 (resolved). Final Business Response /* (4000, 10, 2016/02/15) */ February 15, 2016 ****** ****** ********************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Howard Johnson & Conference Center. I regret you remain dissatisfied with the handling of your situation. I understand you do not agree with the star rating of the property. As such, you are requesting a refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. Additionally, we gather reviews on a timely manner and with this, we are confident the star rating accurately reflects a specific hotel's overall service. As previously mentioned, regardless of star rating, we guarantee customers a clean and comfortable stay. If there is a quality concern with the room, we want to provide our partners with the opportunity to rectify the situation. In the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at 1-866-HOTWIRE (XXX-XXXX) for further review. We remain confident our business model is meeting the needs of our company's goals. As we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel's overall service, accommodations and facilities. Based on the information above, our decision to not refund your reservation remains final. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, **************** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 12, 2016/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The companies unwillingness to satisfy a customer with a 100% valid complaint is baffling. Hotwire is not rendering the services I was promised in return for payment. As stated before the hotel itself nor the Hotwire website rate this Hotel a 3-star. I would like **************** to please have her direct supervisor contact me for further resolution. I do not wish to "trust" the hotel will be up to standard, when it is clearly not the standard I paid for/was promised. I am unhappy that Hotwire has refused to correct the issue and retain a customer by simply allowing for cancellation

2/17/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire blatantly pulled a bait and switch when utilizing their Hot Deals. I was looking at hotels in the Philadelphia Stadium area. I found a "Hot Deal" for $185/Night 3.5 star stadium are hotel, now for $79/Night. This is the Holiday Inn Stadium on Broad St. When I selected this hotel I was given the Wyndham Garden Hotel, over 10 miles away (the hotel was described as 0-10 miles away from my area). It also has never been $185/night, it is $123/night, which was one of the other selections on their list. I looked into everything before selecting to ensure I was getting what I wanted, the company blatantly pulled a bait and switch. When I contacted them they told me there was nothing they could do, the sale is final. All I wanted was the correct hotel for what I selected, not even a refund.

Desired Settlement: I want the hotel, Holiday Inn Stadium Philadelphia that I selected.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ January 27, 2016 *** ***** **** ******* Way ********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Wyndham Garden Hotel Philadelphia Airport. I understand that you are dissatisfied with the hotel, specifically with its location and the savings indicated on our web site. As such, you requested a change to your reservation. At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our HotRates (r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 3-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservation. Allow me to clarify how the savings provided on our site was derived. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. To further explain, if we were to compile a list of the retail rates we found for all the 3 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. 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. For the hotel's location, the distances mentioned on our Web site are derived based on straight-line measurement. While we ensured straight-line distance to be within 0-10 miles, the driving distance from point A to point B may be farther away. All distances are measured from a red pin on the map linked from the search results page used to indicate the location searched. The distances displayed on our site during the booking process were calculated from this red pin. We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our HotRate(r) are non-refundable and non-changeable. I can assure you that your Hotwire HotRate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee. Based on the above information, I am unable to honor your request to refund or even change your reservation. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the explanation, but this is, at best, bait and switch. I will be contacting the state attorney general about your illegal practices as the median price was not what you listed for this hotel plan and simple. It was $125 on every single one I saw. I went to at least a half dozen sites. The Holiday Inn met this average on each of these sites. Expect further action. Final Business Response /* (4000, 9, 2016/02/15) */ February 15, 2016 *** ***** ****************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***,+ I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Wyndham Garden Hotel Philadelphia Airport. I regret you remain dissatisfied with the information we provided. I understand you feel you were misled on the amount of savings you would receive. Based on the information previous provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates." If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. With that, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of booking. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business continues to completely misunderstand the complaint. I have now placed a complaint with the attorney general. I am not upset with the amount of savings, I'm upset that you blatantly lied about the hotel I booked. It should have been the holiday Inn stadium based on average amount and star rating in that area. Not the Wyndham I ended up with. The fact you do not even take time to understand the complaint tells me all I need to know about your company. I am now demanding a refund.

2/17/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased auto rental and insurance from HOTWIRE online. I accidentally chose San Francisco Airport instead of Oakland! Corrected on the phone but.. HOTWIRE should be out of business! I had brain surgery on Nov. 6 and purchased a car rental/auto insurance on Dec. 16, 2015 for use for 10 days at the New Year!. My mind and memory are foggy but getting better now. I tried to be careful with the purchase. The moment I made the 2 purchases for car/ins ~ to be picked up in Oakland (where my son's wedding was) ~ I realized we were flying into San Fran! So I called HOTWIRE within minutes and was treated like a human being. After talking with a manager, she said the duplicate charges would be removed in about 10 days! I thanked her and a critique review was sent to my email box in moments, and I raved about how well HOTWIRE treated me. We took our trip, got out credit card statement about 3 weeks later ~ and BAM! Two car rentals and 2 insurance payments due from HOTWIRE, $213.41 -$234.69 - $90 -$90. The first and third charge were my mistakes which were supposed to be removed. My brain surgery was like walking through the depths of ****! Being treated like SCUM by the attendants on the phone at HOTWIRE was just as bad. I was too sick to finish the conversation with these criminals! My wife had to complete the mess, a hijacking by the unscrupulous, undeserving of anyone's business! Simply EVIL. My son lives in ******** and would have gladly picked us up in San Fran and taken us to Oakland - my original purchase! And originally, HOTWIRE was hotter than a cat on a hot tin roof to solve my problem or mistake! But I would have never rented 2 cars and purchased 2 insurance policies! I realize I should have never touched the computer after the manure we've have had to wade through! What is so weird is how different the people were who helped us immediately after the mistaken purchases at HOTWIRE. On December 16th - perfect! Today on January 14th ~ like 3rd class citizens! I am 61 and have been ill for 21 years, many surgeries and even 3 brain surgeries! Although but 61 I consider myself a senior because I feel 100! I live in hellish pain around the clock! Long story short, after demanding managers and heavenly angels HOTWIRE agreed to take off the car rental charges ... but not the insurance! We bought both through HOTWIRE but they refused to deal with us and made us call the insurance co. And like real human beings, helpful and hopeful and full of goodness they reversed the double charge. Supposedly the two charges will be removed in a few days. I wish I were well and healthy! I would spend all my energy and soul writing letters and combating the business model of HOTWIRE! It is sick that such companies exist. Simply EVIL. Never again will I use Hotmanure ~ oops, HOTWIRE. I will write the executives at HOTWIRE, the care rental agency, and the insurance companies. One step at a time for me. I am slowly healing. But this entire transaction felt Mafia like! FACEBOOK, TWITTER and more will be a focus for me. I hate manure on my shoes ~ and I surely hate it wiped all over my face! Enough is enough! Sincerely, **** ***********

Desired Settlement: Indict the corrupt company of HOTWIRE!

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ January 27, 2016 **** *********** **** ************ Ave **** ***** ********** ** XXXXX In response to BBB case XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your car reservation with Alamo. I understand you were dissatisfied with your recent Hot Rate(r) reservation as the refund that was promised was not immediately processed and you had to call Allianz Global Assistance for reimbursement on your rental car protection. After further review, I confirmed that you made a roundtrip car booking on December 15, 2015 at Oakland International Airport, which you requested to change with one of our Travel Specialists as it was supposed to be at San Francisco International Airport. However, you were not advised to contact the insurance provider to transfer the policy to your new booking, instead another policy was added on your new reservation. Allow me to assure you this is not typical as to what our customers can experience when booking with Hotwire. Please be advised, the refund on your initial booking was processed on January 14, 2015 in the amount of $213.41. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will post to the account. To further clarify, the rental car protection offered on our site is through Allianz Global Assistance. The payment is charged directly from them, not Hotwire. As such, refund can only be requested directly through them. I reached out Allianz Global Assistance on your behalf. Upon speaking with them, I confirmed that the initial policy you purchased was already refunded on January 14, 2015. For more information, please contact Allianz Global Assistance at X-XXX-XXX-XXXX. Please accept our apologies along with 25 HotDollars for the delay with the refund process. I applied this credit to your account under **********@ymail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) Hotels and Hot Rate(r) Cars. Your HotDollars are valid for up to one year, expiring on January 27, 2017. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I was unhappy with the service that I received. Hi I booked a hotel room in New York for the 31st of 2015 which was the New Year's eve a few days before the date. I chose to book with Hotwire for the first time due to a friend's recommendation. The purpose of our travel was a friend's pre-wedding celebrations. We received a confirmation email a day before the date. We arrived at the hotel just after 3 pm to check in. After a long flight and a 3 hour drive from Boston the manager told us that if we have booked through Hotwire he can't help us and we need to contact Hotwire directly. We then sat in our vehicle for 4 hours trying to contact Hotwire. The waiting time was an average of 57 min we were told by the answer message. We managed to get through twice but both times the line was cut!!! We finally managed to speak to someone after 4 hours and were given a different hotel and got to the hotel at 9pm. Were told that the new booking was more expensive however I would compare the accommodation to a hole. It was dirty, rundown and disgusting. The smell of damp was overwhelming. At this point I did not contact Hotwire as we were drained and I didn't want to be on the phone for another few hours. We missed our dinner plans. We ended up spending three hours in the city before heading back to the hotel. Our whole experience was completely ruined, we missed out on the wedding celebrations and had a terrible new year. We spend money on travelling and paying toll charges. This trip left us feeling exhausted, frustrated and out of pocket. I feel absolutely livid with everything. The way our booking was handled, how we had to wait on the phone for 4 hours, the fact that even then we were placed in a hole ruined our experience. We had taken time to plan this trip and it was meant to be a memorable and relaxing experience which turned into a nightmare. I travel frequently all over the globe and I have never been treated so poorly. When I took my complaint to Hotwire they just send me a simple applology which looked like an automated email that is send to all customers. It felt like another insult. I belive that this company should take responsibility for what happened to us. Thank you

Desired Settlement: I would like a refund or at least a replacement. I would also like to know what has been done following the complain so that other consumers do not suffer as we did.

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ January 22, 2016 *************** ************************ ******, *********** In response to BBB case number ********, Hotwire Itineraries ********** and ********** Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hot Rate(r) hotel reservations with the Red Roof Inn Queens and Country Inn & Suites by Carlson New York City at Queens. I understand you would like to express your dissatisfaction with your recent reservation as the initial hotel was overbooked and you find the condition of the alternate hotel unacceptable. Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer. In review of your account, I confirmed we rebooked you at another 2.5 star property, the Red Roof Inn Queens with no additional cost. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. I spoke with the hotel's front desk, ****, he confirmed that there were no complaints raised regarding the quality of the room. Based on the information provided above, we are unable to honor your request for a full refund. Hotwire takes customer feedback very seriously, and appreciates the time you took to notify us with your concerns. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were on the phone for hours trying to find a room!!! This is simply unacceptable. Why would I then try and phone Hotwire to be simply put on hold for another hour to complain about the replacement hotel accommodation!! No one in their right mind would do so!!! Your response is laughable!! I would take your response as an insult. I do not appreciate your response because it seems that you have never been on the phone for four hours to a company to understand how it feels! I give up. But I do think your dealing with our situation was irresponsible and unprofessional and the public deserve to know the truth. I can assure you that I have traveled many times and even when faced with a small issue your competitives have dealt with it well and have gone aboard and beyond to resolve such matters. I WOULD NOT DO BUISNESS WITG HOTWIRE AND WOULD RECOMMENT OTHER PEOPLE TP STAY AWAY!!! Final Business Response /* (4000, 9, 2016/02/08) */ February 8, 2016 ***** ******** ************************ ******, *********** In response to BBB case number ********, Hotwire Itineraries ********** and ********** Dear *****, I am writing in response to your additional correspondence with the Better Business Bureau regarding your HotRate(r) hotel reservation with Red Roof Inn Queens and Country Inn & Suites by Carlson New York City at Queens. I understand the dissatisfaction stems from overbooking issue and the condition of the room you received for the new hotel reservation. I regret the frustration and inconvenience this situation has caused and appreciate you took time to express your concerns. Customer feedback helps ensure we continually meet and exceed the high standards Hotwire customers have come to expect. As previously mentioned, overbooking does occur occasionally in hotel industry and is not unique to Hotwire reservation. In the event our customer arrive to one of our hotel supplier to find the property overbooked and not able to be re-accommodated into an equivalent property, we rectify the issue by taking full responsibility to find accommodation for the customer and cover the difference in rates if there will be any, which I confirmed our Travel Specialist did when you contacted us on December 31, 2015 Regarding the issue of condition of the room, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Because contact was not made to us until after the reservation dates, please understand our options are limited. As we have confirmed with the hotel, no complaints regarding the quality of the room was raised on their end and that the reservation was utilized, our decision remains the same. We are unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Booking with Hotwire is a waste of time and your money!!!! Also very deceptive in the manner they deal with complaints! I will continue to respond if I have to!

2/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False advertising and unhelpful phone support I purchased a non refundable hot rate deal on Hotwire.com. I am fully aware this is non refundable and am an avid priceline user so know the ropes well. Anyhow, Hotwire.com advertised a 4 star hotel with a 90% guest recommendation. When I booked that deal, I was given a hotel with a guest recommendation of 79%. I would not have booked had I known the rating was not 90%. I immediately called customer support and was amazed at the low skill level of the two employees I talked to. I was simply asking them to see what I saw and issue a refund. They refused to issue a refund. I will not stay at this hotel and I will be filing a complaint with my credit card provider. I sent in screenshots of this issue showing the 90% (what I booked) and the 79% error and am waiting for a response but do not have the luxury of time as our hotel date is coming up soon.

Desired Settlement: A full refund so I can book another hotel or significant compensation due to the 1+ hour on the phone and the lower quality hotel that was provided.

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ January 22, 2016 ***** ********* **************. ************, ** ***** In response to BBB case number ********, Hotwire Itinerary ************* Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation with Sheraton Vancouver Guildford Hotel. I understand you were dissatisfied with your recent reservation as the hotel recommendation listed online was 79% and does not match the data provided at the time of your booking which was 90 %. As such, you requested a full refund. Hotwire service two types of hotel reservations: Hotels and Hotwire Hot Rates(r). For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotel. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. Hot Rate(r) recommendations are based on direct Hotwire customer feedback and we incorporate Expedia's recommendation data for the properties listed on our Hotels. With our customers providing Hotwire with over half a million hotel reviews every year, we want our direct customers to have a larger say on how highly recommended a particular hotel is. Additionally, we gather these information on a timely manner. Please understand, the recommendation listed through our site are subject to change. This is to ensure the data provided to our customers accurately reflects the hotel's current reviews. Regardless of a hotel's recommendation, allow me to assure you Hotwire regards cleanliness in its utmost importance. You should expect a quality experience from our hotel suppliers, including a clean, comfortable room. In the event you arrive at the hotel and there are concerns with your stay the hotel staff is unable to resolve, please contact Hotwire Customer Care at ************* (********) for further review. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. It was 100% false advertising. I have contacted the one *** number you provided and get the same canned and answers without the representative taking time to understand the situation. I understand the reviews can change. It took four days of calling before the review reflected accurately. So for four days your website was completely inaccurate and I am receiving the wrong end of your mistake. Can somebody from the United States please contact me? The Hotwire support does not understand what happened due to language gaps. I also have screenshots that I sent to you proving my point. These get dismissed immediately via email with canned responses that are not even read by your team. ************* Final Business Response /* (4000, 9, 2016/02/08) */ February 8, 2016 ***** ********* **************. ************, ** ***** In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Sheraton Vancouver Guilford Hotel. I regret you remain dissatisfied with our response. As previously mentioned, Hot Rate(r) recommendations are based on direct Hotwire customer feedback, while we incorporate Expedia's recommendation data for the properties listed on our Hotels. We strive for clarity on our site, surveys for Hot Rates(r) and Hotels are gathered separately to present an accurate scoring based on perspectives of two different type of Customers. Thus, the recommendation may vary slightly. Also, recommendation listed through our site are subject to change and this is to ensure the information provided to our customers are up to date. Based the information above and the Terms of Use you accepted and agreed on when you made the booking, our decision remains the same. I am unable to honor your request for refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still remain in my position that this is false advertising. The hotel was not the rating advertised. Only after complaining did the reviews magically change to the correct rating 3 days later.

2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a reservation in a Key West Hotel in Florida that was incorrectly dated for Jan 3 2016.I was trying to book for Dec 30,31 2015. No refund . I booked reservation on Dec 26 2015,tried to correct situation by calling Hotwire 2 or 3 times without success.I was told the problem would be sent to a manager and I would get an email or phone call which never happened. I was also hung up on while talking to an agent . I am a senior citizen and a vietnam vet that should be treated with a little more respect by these large corporations , but the little guy pays again.I dont have an extera 370.00 dollars to give to Hotwire or the western Hotel,I informed Hotwire the same day of the mistake and they never followed through to take care of the problem. the booking # is ***********. The hotel is the Westin in Key West Florida.

Desired Settlement: A refund would be ideal, or some type of consideration for my losses.I do not think this request was handled properly by the customer service dept of Hotwire;

Business Response: Initial Business Response /* (1000, 9, 2016/01/27) */ January 26, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: ******** Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. Our records reflect that on December 25, 2016, Mr. ***** booked a one-night reservation at The Westin Key West Resort & Marina from January 3, 2016, through January 4, 2016. According to Mr. *****, he meant to book his reservation for December 30, 2015.He stated that he contacted our office on December 26, 2015, to correct the booking but, he was unsuccessful. Per our records, Mr. ***** contacted our office on January 8, 2016. He requested that we refund the reservation. Our representative contacted the property on Mr. *****' behalf but, regrettably our request of a refund was denied. While we understand Mr. *****' concerns, we do not see any error by Hotwire and as a result, we are unable to honor his request of a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is quite clear that some people do not read the complaints thoroughly.I made three or four attempts to change this reservation without a result.Also being hung up on and told a supervisor with be in contact with me never happened. Customer service should be a company policy to find and resolve a customer dispute.I certainly hope your company gets a percentage of my 370.00 dollars and pay your employees night school classes in English and customer curtesy. Final Business Response /* (4000, 13, 2016/02/08) */ February 8, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Expedia Case: ******** Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal from ***** *****. We regret to hear that Mr. ***** did not accept our response. Mr. ***** booked a non-refundable reservation which required Hotwire to obtain hotel approval in order to issue a refund. Although we contacted the property on his behalf and explained the matter, regrettably, they would not honor our refund request. Please note that each of the companies with which establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. We have further researched Mr. *****' complaint and after giving the matter our full consideration we are unable to honor Mr. *****' request of a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service Final Consumer Response /* (4200, 15, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hope the next election will take care of you upper crust companies that thinks that they can just blow off the concerns of customers.Now Facebook might be the next avenue.Hope you don't get audited trying to hide my 370.00 dollars

2/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a hotel room for a family of four through hotwire.com. Upon arrival, the hotel could only provide a room with a single king size bed. I purchased my hotel room for a family of four through Hotwire.com for two nights (12/29/2015-12/31/2015) at the Hyatt Chicago Magnificent Mile (Hotwire itinerary **********). Upon arrival at the hotel at ~4pm I was informed that the only room available was one with a single king size bed, which was inadequate for my family of 4. The hotel informed me that they could not be held responsible for Hotwire's bookings. I had no choice but to take the hotel room as I had just driven 8 hours and had no other place to stay during the busy Christmas holiday season in Chicago. Due to insufficient beds I had to sleep on the floor for two nights. I felt that I did not receive what I had purchased from Hotwire.com and would like to be compensated. I paid $247.33 for a hotel room that accommodates 4 people but only received a room that accommodates 2. I complained to hotwire already and they only offered $25 in "HotDollars" credit, which I feel is unfair compensation.

Desired Settlement: I would like hotwire to refund me the full amount of $247.33 for my hotel room purchase as I did not receive what I purchased.

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ January 15, 2016 ******* ** ******************* *******, ********** In response to BBB case number ********, Hotwire Itinerary ********** Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Hyatt Chicago Magnificent Mile. I understand you are dissatisfied with your recent hotel booking because the room did not accommodate the number of guests listed on the reservation. As such, you are requesting a refund. All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. In case the bed types will not fit the number of guests, we recommend contacting Hotwire Customer Care at ************** for assistance. Upon investigation, I confirmed you contacted us on January 1, 2015, same day as your check-out. Because a contact was not made before your check-in day or during your stay, please understand our options are very limited. As an exception, we still provided 25 HotDollars to your account under ******************* which you can use in booking HotRate (r) Hotels and HotRate (r) Cars. Based on the above information, I am unable to honor your refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. However, I am not satisfied with your decision to not honor my refund request. I reviewed my Hotwire confirmation emails and nowhere have you recommended that I call Hotwire Customer Care in the event the bed types don't fit the number of guests upon arrival. Providing me with this recommendation in your most recent response, is of no use. Further, I am Canadian and expecting me to call a U.S. company from Chicago that would have resulted in an extended conversation and significant cell phone roaming charges is inappropriate. As a customer I should not be subject to this level of inconvenience and expense. When I booked my hotel I selected Hotwire over other providers (i.e. Priceline) because your service provides the option to accommodate four guests per hotel room. In your response you even state, "All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested." Clearly Hotwire did not deliver in this commitment and as far as I am concerned, this is misleading advertisement!! As a traveller I was counting on your services to deliver what I had already prepaid for; namely, a hotel room that will sleep a family of four. This should not mean that members of the family are expected to sleep on the floor!! This is fundamental to the transaction and clearly Hotwire did not deliver on its end. Your company's failure to provide what I had prepaid for essentially ruined our vacation! I would like to reiterate my request for a full refund. Final Business Response /* (4000, 9, 2016/02/08) */ February 8, 2016 ******* ** ******************* *******, ********** In response to BBB case number ********, Hotwire Itinerary ********** Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Hyatt Chicago Magnificent Mile. I regret you remain dissatisfied with our response, as you feel the 25 HotDollars is inadequate compensation. Thus, you are requesting for a full refund. There are several places on Hotwire.com where we communicate our bedding policies. We address questions about bed type in our Help Center located at the top of every page in the right hand corner. In addition, we relay our bed policies in our Hotwire Terms of Use. Prior to completing the booking, you selected a box stating you have read, understood and accepted those conditions. We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. After further investigation, I confirmed that you were only able to contact us not until after the booking, which made our options very limited. As we have verified you were able to utilize the reservation, our decision to not honor your request for a full refund remain unchanged. Please be advise that in addition to the 25 Hotdollars credit we apply another 25 Hotdollars credit for the inconvenience this might have cause you. While I understand this may not be the resolution you were looking for, this is my final decision and reply. I am unable to consider your situation for any additional compensation. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reimbursing me a mere $50 is unsatisfactory compensation for me having the indignity of having to sleep on a hotel room floor. Furthermore, reimbursing me with your "Hotdollars" adds insult to injury as my family has no intention of using Hotwire's again as I have no confidence in the service your company provides. Why would I risk ruining my family's future vacation plans by using your services again? Booking a hotel room is a simple, straightforward transaction. I pay you my money for a room that accommodates 4 people...you provide me with a room that accommodates 4 people. I should not have to hire a lawyer to scrutinize the terms and condition of a simple hotel booking transaction as if this was a new home purchase. You say, "Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete." The flexibility that users of your service generally accept is the willingness to not know which specific hotel has been booked. The "flexibility" line is crossed when your company provides a room with insufficient beds for the number of guests and expects someone to sleep on the floor. I have reviewed your "Help Center" (***************************************************************************************?) and found the following Q/A: "How many beds are in the hotel room? All rooms booked under Hotwire will accommodate the appropriate number of guests in each room based on the number of guests you provided and the number of rooms you requested when you booked." As per my previous message, I would like to reiterate that Hotwire did not deliver on this Q/A commitment as the room provided did not accommodate the appropriate number of guests in my party. Expecting your customers to sleep on the floor is not appropriate accommodation!! Given that I was provided with a room for two nights, albeit with me having the indignity of having to sleep on a hotel floor, I am willing to accept a less than full refund. I would like to request a $200 refund to my credit card. Again, reimbursing me with your "Hot Dollars" is unacceptable and unsatisfactory.

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charged credit card more money that the agreed amount when booking a hotel. Said they would investigate, no indication they did October 30 - Booked room online. The agreement said the hotel would be $258.10, when I clicked accept, it charged 350.32. When I called to inquire, they commented on Canadian exchange rate. I stated the web page did not state American Funds in any location. Agent stated the incident would be investigated. November 1 - Received standard e-mail stating they could not do anything with out any reference to my complaint or what happened. No investigation had occurred. November 1 - Replied to e-mail asking for the results of the investigation November 2 - Received e-mail from ************. stating I was not satisfied with the results of the review and "We recognize this is frustrating for you and you want to assure we will complete our review just as soon as possible. If we can be of further assistance, please feel free to reply to this email or contact us directly at ************* (********). Thank you for choosing Hotwire." November 18 - Stayed at Hotel, good experience with Hotel Staff Dec. 12 - Tried to contact Customer Service, could not speak to a person. Phone disconnected twice, and was transferred to 'dead air' for 5 minutes. This is the second time I have tried Hotwire. There were no issues the first time. The service is good when everything works. If you require customer service, my experience at this point is: "There is no customer service, just people who give standard responses wtih hope they go away"

Desired Settlement: At this point, I want a refund of $100.22 Canadian. The difference between the price listed on the Website and the Amount charged to my credit card

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 6, 2016 ****** ********* ******************. ******, ** ******* In response to BBB case number ********, Hotwire Itinerary ********** Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hyatt Regency Toronto. I understand your dissatisfaction stems from being charged differently from what was quoted to you. As such, you are requesting a refund, in the amount of 100.22 CAD. Upon review of your account, I learned from the booking details that your reservation was for 137.84 CAD per night, plus taxes and fees, for a total rate of 345.41 CAD, estimated in amount in US dollar is $258.10. Please us a screenshot of the booking page, indicating that the total of the reservation was 258.10 CAD for further investigation as attachment as ***************************. The review process takes 7-10 business days upon receiving the screenshot. We will notify you once we are done with the investigation. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I am not in the practice of taking a screen shot of web page I visit, I can not provide you with this. I called your customer service department immediately when the incident occurred. If you needed a screen shot to help resolve the situation, I could have tried to replicate the transaction at that time to send a screen shot. As stated above, I was informed at that time you would be investigating the transaction and it would take 7 to 10 days. I repeat, you did not ask for any other information until this response when I am unable to replicate the situation in any way. I have attempted the customer service path already several times, and the only resolution I am willing to accept is $100.22 CAD, especially spending this extra time on this issue. I have learned Customer Care at Hotwire is: Provide a service without customer contact If a customer calls, say anything to get them off the phone including giving false information Ask for things that can not be provided to provide a resolution Wait out the customer and hope they go away Thankfully this was not a major purchase worth thousands. It is just a $100 mistake. Final Business Response /* (4000, 9, 2016/01/31) */ January 31, 2016 ****** ********* ******************. ******, ** ******* In response to BBB case number ********, Hotwire Itinerary ********** Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Hyatt Regency Toronto. I understand your dissatisfaction stems from being charged differently from what was quoted to you. As such, you are requesting a refund, in the amount of 100.22 CAD. At Hotwire, we strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, total amount by currency along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. After checking your account, I confirmed you booked the reservation on our Mobile Application for Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use. As stated previously, there is no indication on our end an error occurred with this reservation. If you are able to produce screenshots validating this booking confirmed in error, I will be happy to review further. Without documents validating a website error occurred, I am unable to review your situation any further for compensation or reimbursement. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Was not told if cancel flight would be forced to use United. United significantly more expensive than other airlines. Can't afford a ticket now. I had to cancel my flight thinking I was not able to make it but plans changed and now I can rebook. When I cancelled my trip on the phone the representative told me about a $200 penalty but did NOT mention I would be obligated to fly on United. United is significantly more expensive than ANY other airline and because of this, I can't afford to fly back east as I originally planned. If someone had told me about this stipulation, I would have held of cancelling until I reviewed some of the United flights to see if it would be difficult/more expensive to book through them. I am okay with the $200 penalty as I was told about it. But I'm not okay being forced to pay hundreds of dollars more for a flight because I am obligated to fly United.

Desired Settlement: I would like to be able to choose a different airline such as Delta or American Airlines. However, if there is a United flight that is about the same as these other flights, I am open to purchasing it.

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ January 08, 2016 Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Hotwire, Inc. 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 **** ******* (BBB case number ********) regarding a flight. We understand **** ******* is requesting to use her flight credit on a different airline carrier. Upon further research, we are unable to locate an Hotwire account related to **** ******* complaint. We respectfully request that **** ******* provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address **** ******* concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email under which the ticket was booked is **************************. the confirmation number is ******. Final Business Response /* (4000, 9, 2016/02/01) */ February 01, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: ******** Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 **** ******* (BBB case number ********) regarding a flight reservation credit. We understand Ms. ******* is requesting to use her credit on a different airline carrier. On January 27, 2016 we contacted Ms. ******* to acknowledge receipt of their BBB complaint, however she was not available. Our records reflect on September 15, 2015, the customer or an authorized user of the account, self-book a flight reservation for **** *******, ********** *** *******, and **** ****** ******* using Hotwire.com website. Travel was on Delta, departing on December 27, 2015, from San Francisco, California to Minneapolis, Minnesota, and returning on December 30, 2015, from Minneapolis, Minnesota to San Francisco, California with United. Customer is stating she was not clearly advised that the flight credit was with United Airlines, We can confirm on December 19, 2015, the customer contacted us to cancel her ticket. Our agent advised Ms. ******* she would be able to cancel the flight and receive a flight credit of $621.70. The customer then asked if the ticket could be voided, of which she was advised it would be a flight credit. In addition, our agent confirms the change fee of $200 and difference in fare once Ms. ******* was ready to rebook. On December 20, 2015, the customer contacted us to exchange her flight. Once she was advised the flight credit could only be used for United, the customer declined the exchange. Hotwire serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. United was the operating carrier and merchant of record (the entity that received the customer's funds and the company charging the customer's credit card). All terms and conditions of the reservation were displayed during the booking process, of which the customer agreed to. We hope the customer understands we have to abide by the airline policy and are unable to change the airline for her flight credit. Despite Ms. ******* recent experience with Hotwire, we will review this matter further should she provide us documentation that reflects she was not advised of the flight credit usage. The customer can submit this information via the BBB Complaint system. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service

2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire inflates their star rating on their website and doesee not provide good customer service in remedying the problem. I used hotwire's online booking system to blindly book a hotel that was guaranteed to be at least 3.5 stars but the hotel that ended up being booked was clearly only 2 -2.5 stars on all other websites/agencies. When I called customer service they told me the rating was determined by Expedia and online customer ratings. Hotwire clearly inflated their star ratinks in order to rent out hotel rooms that are not as desirable. This business practice is unethical and their marketing is straight up lying to customers. The customer service was also unacceptable when I called to discuss this issue.

Desired Settlement: Simply asking for some store credit or a voucher to use in the future since hotwire is using false advertising and misrepresenting their product. I could have booked somewhere else and gotten a 3.5 star hotel for the same price but instead I'm stuck with a 2.5 star hotel.

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ January 11, 2016 ******** ** **** ******** Dr. ****, ** XXXXX In response to BBB case number XXXXXXXX, Customers email ***********@gmail.com Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand you were dissatisfied with the property's star rating. As such, you are asking for credit or voucher for future reservation. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried to reach by phone and email without success. So we may locate the reservation you are referring to, please reply with the following information: - Hotel Reservation Number. - 10-digit Hotwire Itinerary Number. - Email that was used on the transaction. Once we receive this information, we will be able to search further. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Issue is not yet resolved. I did not receive an email from Hotwire representatives. How should I send the information? Also, where would I find the hotel reservation number? Final Consumer Response /* (3000, 9, 2016/01/15) */ booking was made through *******@comcast.net Hotwire itinerary number: XXXXXXXXXX Final Business Response /* (4000, 11, 2016/01/29) */ January 29, 2016 ******** ** ************************* XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Radisson Hotel Cromwell in Connecticut. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the star rating, as other booking sites rate it differently. As such, you are requesting a credit. Please understand, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. Every company and travel site has different methods for determining star ratings. To determine star rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. Also regardless of star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In 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. Based on the information above, I am unable to honor your request for a credit on your next booking. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/15/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: On numerous occasions I have booked using Hotwire to arrive and it be nothing like advertised. They advertised a star rating which is inaccurate. They advertise star rating using well known chains only to arrive at something that is far far from what you expecting. For instance using there site to book a guest house and they book you at motel that doesn't even have a kitchenette or is remotely close to a guest house. Or the area noted on the site.

Desired Settlement: Accurate information !!! Plain and simple just advertise truth ...

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ January 26, 2016 ***** ****** **** ********* St. *******, ** XXXXX In response to BBB case number XXXXXXXX, Customer's email ******@aol.com Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hotwire bookings. I understand you were dissatisfied with your previous reservations, as you disagrees with the ratings of the hotels you booked. We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. To further clarify, if the majority of our customers don't agree with the star rating of a particular hotel, we will lower the rating. Vice versa, if a large percent of our customers think the star rating should be higher, we may then raise the hotel's rating. Allow me to assure you Hotwire reviews the post-stay survey data we receive every day and as such, star rating adjustments also occur as needed on a daily basis. We at Hotwire, strive for clarity in our web site. Upon selecting a Hot Rate option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. We clearly call out on the Web site hotel brands featured in the Star Ratings Guide do not represent Hotwires complete offering of hotel partners in this star rating category. Allow me to assure you, it is never our intention to mislead our customers. If you have a specific reservation that you would want us to look at, please feel free to contact our Customer Care at 1-866-HOTWIRE (XXX-XXXX). We will gladly assist you. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

2/15/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Poor customer service I would like to make you aware of the customer service experience I recently received from Hotwire beginning December 9, 2015 through to today, January 4, 2016. Initially, I booked a flight online from YYC to LAS, return. Next, I contacted a customer service representative on the phone because I had an existing credit with Hotwire due to a previously cancelled trip, I was prompted to a floor manager. The floor manager was able to book my trip as well as use an existing credit. I received email confirmation from both Hotwire and AirCanada that my flight was confirmed. The following morning I received an email from AirCanada that my flight had been cancelled. I phoned Hotwire customer service, again, was directed to a floor manager, and they notified me that my information needed to be updated (date of birth). After updating my info Hotwire customer service again reassured me that my booking was confirmed. Yet a few hours later I received another email from Hotwire telling me my booking had been cancelled. I contacted Hotwire customer service again, and was re-directed to the floor manager. While waiting on hold, the floor manager unintentionally hung-up on me. So I immediately called back, went though a customer service representative and then to another floor manager, which is a brutally long timeframe. The floor manager went through the information I had provided and reassured the flight was confirmed, at the agreed upon price. A few hours later I received the similar email notifying me my flight had been cancelled for a second time. Fed up with Hotwire and seeing that I wasn't getting anywhere with customer service I re-booked the same flight through the Hotwire website (at this time the price had increased by approximately $200 USD) and then contacted Hotwire customer service. Customer service notified me that I would not be charged any additional amounts from my initial booking and that my existing credit would be used in full, the price I was quoted was $XXX USD. Two weeks later I received my credit card statement and the amount charged was $XXX and a credit of $XXX was given. However, my credit from the existing booking was not used for this flight as promised. Today I contacted customer service to sort out the issue with no success. When I talked to the first customer service representative I was told that the issue was a "glitch" in Hotwire's system and they did in fact charge me the correct amount and that I should contact my bank to correct the charge. However, the representative of my bank ensured me that the charge of $XXX USD was not a mistake and that I needed to contact Hotwire customer service again. When I contacted Hotwire customer service I was transferred to a floor supervisor where I waited for over an hour until the floor manager unintentionally hung up on me for the second time. So I called back again and was transferred to a floor supervisor, **** who was very helpful and was able to forward me to Hotwire's corporate office. Next I talked to ****** who notified me that the flight credit will not be issued to me because I did not book the flight through a customer representative directly over the phone. Due to the approximate 10-12 hours spent on hold or dealing with customer service, I lost a lot of faith in the way Hotwire operates their business and deals with their customers. I witnessed a lot of inefficiencies, lack of organization, poor knowledge of policies, and inadequate commitment to customer service. As a frequent traveller, I cannot help but be cautious with any future bookings I will be making with Hotwire. If I were aware of the frustrations and what painful surprise was in store, I would never have used Hotwire.

Desired Settlement: Full refund on credit card that was used to make the booking.

Business Response: Initial Business Response /* (1000, 8, 2016/01/25) */ January 25, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department RE: Hotwire Case O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Better Business Bureau allowing us time 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 ****** ****** (BBB ID number XXXXXXXX) regarding a package reservation. We understand the customer is requesting assistance with her hotel reservations. On January 25, 2016, we contact Mr. ****** to acknowledge receipt of the BBB complaint but were unable to reach the consumer. Our records reflect that on June 25, 2015, Mr. ****** self-booked roundtrip flight reservation on Hotwire.com for one traveler associated with itinerary number XXXXXXXXXXX. The 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, 2016. On July 6, 2015 the customer contacted Hotwire and cancel this reservation. He had a flight credit in the amount of $264.25. We can confirm on December 8, 2015, Mr. ****** contacted Hotwire requesting to utilize his flight credit for a new flight booking. Our representative assisted the customer in this exchange, utilizing the same itinerary # XXXXXXXXXXX, however, an error was made where the Transportation Security Data was not captured. As a result, Air Canada rejected the tickets and cancelled the flights. Between December 9th and 10th, we tried contacting the customer to get this information captured but the calls were disconnected. Without the customer's authorization to proceed, no changes were made. Mr. ****** did contact us on December 18, 2015, to finalize the booking. Again, the flights were not ticketed. We apologize for the inconvenience this matter caused the customer. Our goal is to provide not only excellent customer service, but an excellent customer experience. Hotwire would like to express our apologies for the inconveniences and frustrations the customer experienced in resolving this matter. Mr. ****** received a refund in the amount of $181.83, due to the price increase when trying to rebook his flights. While the flights were not ticketed, the refund was still processed back to his original form of payment. As 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I found that they are charging the same as hotels.com and they claim they give you a good deal because they hide the hotel name. I placed a booking with Hotwire.com because they said they have much lower prices than all the other places because they hide the name of the hotel, but yet when I booked I saw that the price was the same at hotels.com and I am very unhappy with the hotel I am getting. It said I was getting a 85$ hotel for 57 and I looked on hotels after I booked and knew what hotel I was buying that they also charged 57. No one charges 85$ for this hotel. It is a low class hotel and they are way out of the area I need to be in. I am so unhappy and angry that I can't cancel.

Desired Settlement: I want a full refund of 60.06$ I want to find a different hotel to go to. I don't want this and I don't want to wait 7-10 days

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 04, 2015 ***** ******* ***** ****** *** ***************, ** ***** In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hot Rate(r) hotel at the Ramada Lakeland in Florida. I understand your dissatisfaction stems from the savings you received. As such you are requesting a full refund. Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 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. Based on the above information, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I did find lower rates than hotwire within 24 hours. I found lower rates for the same hotel on hotels.com Final Business Response /* (4000, 9, 2016/01/27) */ January 27, 2016 ***** ******* ***** ****** *** ***************, ** ***** In response to BBB case number ********, Hotwire Itinerary ********** Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel at the Ramada Lakelandin Florida. I understand you are requesting for refund as you found a lower rate for the same hotel in another Travel Site and you find the savings in our site misleading. Allow me to further clarify how the savings provided on our site was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption that savings provided was based on a hotel's regular rate as this was not our intention. Upon further investigation, I looked into your account and find no records of claim for our Low Price Guarantee. However, if you have a screenshot of the lower rate you found in a different booking site with the time stamp showing it is within the 24 hour timeframe, please send it to ***************************. Allow us 7-10 business days to review and process it for a possible refund of difference. Without this documentation, we are unable to honor your request for refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotwire used their hot-rates promotion to sell me a 2 star hotel room advertised as a 3 star, then baited me into spending more to get a decent room. I purchased a hotwire hotel "hot rates" promotion on 11/26 for a 3-star hotel on 11/27 in the west strip of Knoxville, TN for $62. Upon paying $76 after taxes and fees, I received my hotel reservation, at the Red Roof Inn, a 2 star hotel by their definition listed in their star ratings explanations and by all comparable services (priceline.com for example). The hotel had no positive feedback within the past year, with recent complaints involving cleanliness, odors, and roaches. Upon discussions with hotwire customer service, he said that while recent reviews may not be what I'd like to read, that the hotel was still considered a 3 star to their standards and to give the hotel a chance. I said no, I want my money back because this is false advertisement. He refused, I told him I'd dispute the charge on my card, he said go ahead but I wouldn't win because they where honoring their end of the deal. After requesting the hotel be reevaluated and to speak to someone else, he told me he was a senior advisor and that there was nothing more anyone could do and that no one could issue me a refund. I did a little more research after this discussion. Priceline.com had this specific hotel listed for $49 dollars a night, and as a 2 star hotel. Angered by this discovery of false advertisement AND being ripped off on the pricing, I called again and got a different person, who offered me a one time exemption to their policy if I were willing to pay to get the next tier hotel. At this point, given I was considering not staying a hotel I thought i was going to have to pay for regardless, I didn't hesitate to accept the offer and ended up paying $120 for a "3 star suite". That hotel was perfectly acceptable, other than the fact that they effectively used "bait and switch" to get me to spend more money than I really wanted and more than I needed. I needed a comfortable, 3 star leveled hotel to sleep in for the night so I didn't have to drive to knoxville the next morning on a football game day to take a CPA exam, but could still sleep well and be rested and ready for the exam. After my stay, I submitted this concern to their website feedback process, and I haven't received a response from them. Therefore I decided to take this one step further. They essentially baited me into spending an extra 50 bucks after their fees off of a falsely advertised product. Hotwire itinerary **********

Desired Settlement: At the minimum, I want the extra money I had to spend to get acceptable accommodations back. I also want the hotel that's being falsely advertised to be appropriately classified so no one else has to go through this process like I have.

Business Response: Initial Business Response /* (1000, 8, 2016/01/05) */ January 5, 2016 ******* ****** ** *** **** ***********, ** ***** In response to BBB case number ********, Hotwire Itinerary ********** Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Red Roof Inn Knoxville Central - Papermill Road. I understand you are dissatisfied with your recent hotel reservation, specifically with the star rating, as you had to rebook a new reservation with a higher rate. As such, you are requesting a refund of the difference in rate of your new booking. We understand star rating is one of the top drivers in determining a customer's hotel selection. Therefore, meeting customers' expectations on hotel quality is a top priority here at Hotwire.com. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. However, upon investigation, I have confirmed that even though we find no error in the star rating of your previous reservation, our Travel Specialist still extended an exception to rebook you to a new booking and cancel the first one at your cost. As we work with live inventory, rates varies and changes from time to time based on availability. Hotwire issue refunds 1-2 business days and it will depend on your financial institution's policy as to when the funds will be available for use. Based on the information above and as rates are subject to change based on availability, I am unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 10, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You absolutely contradict yourself if you say you want your customers to have a larger say on what the right star rating for a particular hotel may be if you don't take their feedback seriously. As I stated, every other site has them in the 2 star range, and had their room at 25% of the rate you baited me into paying originally. This comparative price was found AFTER I booked the room through your hoax of a program. I checked the box agreeing to the terms of your agreements with the misconception that your entity had the integrity to rate the hotels you represent fairly and to do so without intent of ripping your consumers off. If you were acting faithfully in this sense, I imagine it wouldn't have taken a month to respond to this case and you would be investing a lot less time in responding to BBB complaints. I am completely dissatisfied with the results of your response and will not be surprised when your business practices catch up to you. Final Business Response /* (4000, 12, 2016/01/27) */ January 27, 2016 ******* ****** ** *** **** ***********, ** ***** In response to BBB case number ********, Hotwire Itinerary ********** Dear *******, I am writing in response to your additional correspondence with Hotwire regarding your reservation at the Red Roof Inn Knoxville Central - Papermill Road. I regret you remain dissatisfied with the previous response on how we calculated the star rating and what to expect at the hotel upon check-in. As such you want to have a refund on the extra amount that you paid at the time of rebooking. Please be advised that it was is our intention to mislead our customers on how we represent our hotel partners and their quality. Regardless of the hotel's star rating, we guarantee our customers a clean and comfortable stay. If there is a quality concern with the room, we first want to provide our partners the opportunity to rectify the situation. In the event the hotel will not be able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at ************* (********). We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will forward your comments for possible future improvements to the website. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Based on the information provided above, my decision remains the same; I am unable to honor your refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

2/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a reservation on the Hotwire website, my plans change and I didn't need the car for as many days(1 day less) I called Hotwire Customer service and a representative told me to make a new reservation with the correct dates and he would cancel my first reservation. Once I did that our call became disconnected and when I called back a new representative said he could help me and nw I'm stuck with 2 reservations for the same time. I don't need to cars and I would have never made a new reservation if I wasn't told to by the Hotwire rep. Product_Or_Service: Car rental through Hertz rental car Order_Number: Hotwire Itinerary: 3 Account_Number: Hotwire Itinerary: 3

Desired Settlement: DesiredSettlementID: Other (requires explanation) All I want is them to cancel one of the the reservations and refund the money as I don't need 2 cars. I asked to talk to the Managers and all I got was the run around.

Business Response: Initial Business Response /* (1000, 8, 2016/01/26) */ January 25, 2016 ******* ****** **** ******* Lake Dr ******** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Hertz Car Rental. I understand you were dissatisfied because you were informed that reservation may be cancelled if you make a new one to correct the dates on the booking. As such, you requested a refund. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can absolutely be confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our website, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation. After reviewing your account, I confirmed your reservation was already refunded in full on December 15, 2015 which was an exception to your non-refundable reservation. Refunds typically take 1-2 business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked and payed for a 3 star hotel and they placed me in a 2 star hotel. They refuse to refund my money or compensate for false advertising. My iterinary #XXXXXXXXXX. My wife and I are on our honeymoon and we booked a 3 star hotel in Mar Del Plata as advertised on the website and hotwire.com placed us in "Hotel Catedral" which is only a 2 star. When we arrived at the hotel they said they didn't have our reservation in their system and we had to wait more than an hour to get settled in. The room they gave us was absolutely disgusting and unacceptable. It didn't have Internet or airconditioning and the conditions were not up to par: stains on floor, cocoroaches, spiderwebs and not even a full bathroom (a closet containing toilet/sink/shower instead) we work in the hospitality business and this is not what we paid for. Hotwire keeps insisting that this hotel is 3 stars when I have receipt proof that's only a 2 star. I even spoke to the manager of the hotel and he confirmed the 2 star rating.

Desired Settlement: I expect full reimbursement of $558.70 CAD.

Business Response: Initial Business Response /* (1000, 7, 2016/01/17) */ January 17, 2016 ****** ********** ** ******* Crt Apt *** ******** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Hotel Cathedral. I understand your dissatisfaction stems from the condition of the hotel and star rating. As such, you are requesting a refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. At Hotwire, we want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. At Hotwire, regardless of a hotel's star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In 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. As the reservation was already completed, please understand our options are very limited. Based on the information above, I am unable to honor your refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 9, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB , I contact your bureau because I couldn't resolve this matter directly with Hotwire.com . There is multiple email back and forward with same out come that Hotwire.com is standing behind their policy of final booking which I understand . My complaint is about the quality(3 star hotel) that their advertised and that I payed for . I payed them for 3 star hotel and they placed me in 2star." It's simple if I pay for BMW I expect BMW not Honda " They lie about star rating trying to convince me or BBB that expedia star this hotel or even resent guest which is a lie . Now their response is that there isn't any international or national star rating which is another lie . (If there isn't any why they use the system on their website) And oso I did contact them right away and they never offer different hotel or room ,, all they said that his is final booking and there is nothing they can do . Please BBB help me in this matter , if you look in to evidence (attached photos)I provided you will see that Im in the right . I also provide you with Hotel Catedral phone number (XXXX) XXX-XXXX, if you would like to verifies their Star Rating Regardless ****** ********** Final Business Response /* (4000, 12, 2016/02/08) */ February 8, 2016 ****** ********** ** ******* Crt Apt *** ******** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Hotel Catedral. I regret you remain dissatisfied with the handling of your situation. I understand you are dissatisfied with the star rating of the property. As previously mentioned, regardless of star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In 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. Since contact was not made during your stay and before you left the hotel, we were not provided an opportunity to rectify your situation at the time of your reservation. While there is no standard for hotel rating systems, we continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. Based on the review, we are confident the hotel is an accurate reflection of a 3.0 star rating property. We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future evaluations of this establishment. Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 14, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is total absurd !!! I don't understand how can you run business like this . You keep writing that Hotwire.com guarantee clean and comfortable room as a basics but the room you placed me in was absolutely disgusting , and I did contact hotwire.com via email on the first day but no one responde until next day . I had to pay for new room by that time because I couldn't sleep in that dirty hole hotwire.com reserve for me and my wife during our honeymoon!!!! And when hotwire.com responde nex

2/10/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotwire confirmed that vacation package was CDN$. Billing occurred in US$. Trip cancelled & Hotwire refused to refund currency conversion costs Hotwire Reference Case #: EXXXXXXXX Itineraries: XXXXXXXXXXX & XXXXXXXXXXX Event: November 11/15 contact was made with Hotwire agent ******* (employee # XXXXXXX), for assistance in booking a vacation offered by Hotwire to Punta Cana. Flight was with West Jet out of Hamilton Ontario and Resort was: Ocean Blue by H10 in Punta Cana. ******* assured me numerous times and also informed me that she had confirmed with her supervisor that the cost of the vacation was in CDN$. The website also stated CND$. The booking was completed based on these assurances. The booking was for four (4) people and four (4) credit cards were submitted. The booking however was billed in USD$. November 12/15 contact was made with Hotwire Customer Service Agent "****" who was very efficient in the cancellation of this booking under the "Free Cancellation" agreement. Subsequently (approx 5 business days) each of the four customer credit cards received the USD $ credit. However each of the four (4) customers incurred currency conversion costs on their credit cards, as a result of Hotwire error. The cancellation was not "Free". Hotwire was again contacted and Supervisor ******** was helpful in review of the cancellation and committed to refunding one (1) credit card for the expense that one (1) customer incurred, however was unable to reimburse the remaining three (3) customers. Contact was then made with Tier 3 Customer Service Supervisor: ***** ****, for resolution. ***** requested copies of each credit card statement showing the conversion costs and those were sent to the email address ***** **** provided. I received no reply to the above email & contacted Hotwire again. I was transferred from an agent to a supervisor and then told I was being transferred to "Corporate". On hold for over 1 hour before connected with "******" in the "Escalation Department", who stated immediately & aggressively that Hotwire would not consider providing a refund & that they had no documentation of my previous conversations,nor did they have documentation of the agent who completed the initial booking, but did have the itineraries with the complaint. I asked to speak with her supervisor & was told that the supervisor (***) could not be contacted & that the supervisor did not have a phone extension or email address. On dec 10/15 following my last conversation with Hotwire, CHCH TV Kitchener news at noon aired an interview with another Hotwire customer who experienced the same billing issues. I emailed to CHCH TV outlining my experience. I was in the process of searching out Hotwire Corporate Contacts for escalation of this matter, when I discovered your process.

Desired Settlement: Full Refund of currency conversion costs for all 4 customers

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ January 21, 2016 Better Business Bureau E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire Powered by Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Hotwire Powered by Expedia, Inc. is responding to the consumer complaint from **** **** (BBB case number XXXXXXXX) regarding a refund request. We understand Ms. **** is requesting that Hotwire Powered by Expedia provide compensation for conversion fees charged by the credit card companies of the four customers who split payments for two travel itineraries. On January 21, 2016 we attempted to contact the customer to acknowledge receipt of their BBB complaint. Our records indicate on November 11, 2015 Ms. **** contacted Hotwire to create two agent assisted itineraries, (#XXXXXXXXXXX, and #XXXXXXXXXXX) for package travel from Ontario Canada to Punta Cana, Dominican Republic. Each itinerary was split paid between two customers, each using their own credit card. The agent mistakenly advised the customer that Hotwire can book an itinerary in Canadian funds. This is not an option for phone agents and the bookings were debited in USD funds, causing each of the four customers to incur a conversion fee from their credit card companies. The itineraries were cancelled outside penalty and the full amounts of the itineraries were refunded to the respective credit cards. Ms. **** contacted Hotwire to seek reimbursement for the conversion fees each customer was charged. A Hotwire agent asked the customer to forward copies of a credit card statement, from each of the accounts, which she did. Unfortunately, the agent wasn't specific enough as to what the customer needed to provide. The statements sent to Hotwire show the original itinerary charges and subsequent refunds, but none of the statements show the conversion charges Ms. **** is asking Hotwire to cover. In order to process the refunds requested, Hotwire must document the charges we are refunding. The customers would need to forward the statements listing the conversion charges and once those are received and verified, Hotwire Powered by Expedia will be happy to compensate the customers. Ms. **** is stating one of the four credit cards has been refunded the conversion fees already, so we would only need the statements for the three still awaiting compensation. We ask that the customer forward the statements, through the BBB Rebuttal process, so they will become part of the case history. We look forward to Ms. ****'s reply and assisting her in bring this matter to a close. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: hotwire did not send our reservation to the hotel we booked leaving us stranded in NYC I booked a hotel through Hotwire.com. Got confirmation for 4 nights stay in NYC. When we got there, our reservation had not been sent from Hotwire to reserve the hotel. As we walked in, there was a poster advising hotwire customers to call customer service because they have not been receiving reservations from them in 3 weeks. There were 3 parties stranded as the hotel was full. we called hotwire, they did not want to accommodate us for their mistakes. The lady was very rude and unapologetic about our situation. She refused to give a refund at first, thn refused to give us a better hotel in the area we had picked. She insisted she couldn't give a refund, or a better hotel in our desired area sending us to NJ which is unacceptable. We had fulfilled our end of the contract and had no hotel. We missed a concert and spent 3 hours on the phone as she was uncooperative with our situation. she ended up hanging up on us only leaving us 15 min to get something before midnight. which were unable to do. calling back another agent issued a refund but only if we had funds to rebook with them for 3 remaining nights. Which costs us much more than the original 4 night total. customer service was horrible having to call back around 10 times to get help. they showed no compassion ** remorse for their mistake leaving us on the streets of NYC on dec 30- jan 3. I want a full refund of the second booking. they messed up and we had to pay for it. we had to find our own hotel for the first night and pay much more than originally planned which ruined our vacation.

Desired Settlement: I just want a refund for the second booking. we paid for a hotel we did not get. We ;missed out on an expensive concert because we had to deal with this huge mistake of theirs, which they knew about. The attendant at the hotel told all of us that they have advised hotwire of the problem for 3 weeks now. this was something that has not been dealt with. as a reputable company they should have offered much more and refused to make things right. and we had to look for a hotel ourselfves and pay much more.

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ January 21, 2016 ******* ****** **** **** ******** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hot Rate(r) hotel reservation with Country Inn & Suites by Carlson New York City at Queens. I understand your dissatisfaction stems from arriving at the hotel only to find out that they did not have your reservation. As such, you are asking a full refund on your second hotel booking. As stated on your confirmation email, all bookings are guaranteed. Thus, it is no longer necessary to confirm your reservation with the hotel. Once a reservation is booked on our website, the confirmation and our payment details are sent directly to the property. Please be assured we provided payment to this hotel for your booking. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) hotels. In review of your account, I confirmed that you were re-accommodated to a different hotel. We also covered the difference on the new property that we provided as a courtesy. Based on the information provided above, I am unable to honor your request for a full refund on the second hotel. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Keep evading flight cancellation and to request refund from airline Me and my husband bought a round trip to Guayaquil, Ecuador through Hotwire, for which they gave us their itinerary # XXXXXXXXXXX, departing from EWR on 2/5/16 @ 11:59 PM and arriving to PTY for connection flight to GYE @ 9:06 AM I further received an e-mail from hotwire saying that the airline had made arbitrary changes to our itinerary, which we cannot accept for many reasons. Me and my husband have contacted Hotwire for like about 5 times on different dates requesting the cancellation of the trip and the refund of our moneys, but we get the same history every time, that they are calling the airline to cancel the flights and request the refund, and then asked us to be patient and wait on line while they are doing that, but what happens is that every single time is that they take so long and the phone calls get disconnected and never hear back from that agent again. We feel this is fake and they are taking us by fools letting the time go by without a positive solution to this problem

Desired Settlement: I request cancellation of all the flights, that is the trip to Ecuador for me and my husband as well as the immediate refund to the last penny that we paid in vane.

Business Response: Initial Business Response /* (1000, 8, 2016/01/20) */ January 20, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department RE: Hotwire Case O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Better Business Bureau allowing us time 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 ***** ****** (BBB ID number XXXXXXXX) regarding a flight reservation. We understand the customer is requesting a full refund of her reservation. On January 20, 2016, we contact Mrs. ****** to acknowledge receipt of the BBB complaint. Our records reflect that on October 28, 2015, Mrs. ****** self-booked roundtrip flight on Hotwire.com for two travelers. The flights were operated by Copa Airlines and were scheduled to depart on February 5, 2016, from Newark, NJ to Guayaquil, Ecuador and returning on February 22, 2016. 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, Expedia 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. Copa 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. Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia 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 your flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. We can confirm on December 19, 2015, Copa Airlines initiated a major schedule change for the customer's reservation. Hotwire sent an email to the customer on December 19, 2015, advising of the change and requesting Mrs. ****** call our customer service department to discuss new flight options. On December 22, 2015, Mrs. ****** contacted Hotwire regarding the airline schedule change. Our agent provided the flight options available from the airline, however the customer did not accept and requested a refund. On behalf of the customer, our agent contacted Copa Airlines to receive authorization to refund the tickets. Copa Airlines advised us to submit for the refund request via email, of which we complied. Hotwire considers this matter resolved as of January 4, 2016. The customer contacted us regarding the status of her refund. Our representative contacted Copa Airlines and was advised the previous process they advised us to follow was for tickets purchased directly on Copa Airlines website. Hotwire had to resubmit the refund request for the total amount of $1241.08. The time it takes for the refund to be processed back to the original form of payment depends on the airline and the credit card company; normally 2-3 billing cycles. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked an international ticket with Hotwire. I was mislead by the customer service of Hotwire that led to refusal of boarding. I booked a round trip ticket from Boston, USA to Beijing China with Hotwire. (Itinerary #***********). It has one stop at Montreal, Canada. I am a citizen of China and in F1 status in USA. I called the customer service and asked specifically if I need a Canada visa for this specific trip. I clearly described my status and was informed that I DO NOT need a Canada visa for this trip. The customer service also told me that he called Air Canada and the airport made a mark on my file to provide assistance. However, Air Canada refuse to check me in at the airport. I was told that only Vancouver and Toronto support transfer without visa. I had to cancel the trip . Hotwire is refunding my ticket expect for $200 fee for Air China and $95 Travel Insurance.

Desired Settlement: I believe Hotwire needs to take responsibility of misleading me at the first place and refund all expenses.

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ January 8, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: ******** Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 **** *** (BBB case number ********) regarding a flight reservation. We understand **** *** is requesting a refund of the cancellation penalty and travel insurance. On January 08, 2016 we contacted **** *** to acknowledge receipt of their BBB complaint, however there was no answer. Our records reflect on October 28, 2015, customer self-booked a flight for himself using Hotwire.com website. Travel was on Air Canada and with Air China, departing December 20, 2015 from Boston, Massachusetts to Beijing, China with a connection in Montreal, Canada and returning on January 15, 2016, from Beijing, China to Boston Massachusetts with a connection into Montreal, Canada. The customer is stating he was denied boarding due to invalid travel documents. 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. As a result, we strongly recommend to our customers, who chose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. If they have any additional questions, we advised them to contact us immediately before purchasing the itinerary. As Air China was the merchant of record and the company that charged the customer's credit card, we have to abide by their rules and regulations. In reviewing Mr. ***'s account, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provided passport/visa requirements for international travel. We provide a disclaimer on the website and is displayed on the copy of the customer's itinerary, which states as follows. Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through. We can confirm that Mr. **** *** did contact us on December 20, 2015, as he was unable to board his flight. Our representative assisted the customer in cancelling the reservation. Based on the fare rules that the customer agreed to at the time of booking, he was charged a $200 cancellation fee. While the travel insurance coverage was purchased as part of the reservation, it was not refundable as the reservation was cancelled the day of travel. Hotwire considers this matter as closed, as we are unable to honor the customer's refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the customer service on the day I purchased the ticket and asked specifically if my trip required visa to Canada . The customer service called Air Canada to consult my case. At the end, the representative told me that I can travel without Canada visa. I do not accept that response from hotwire which seems to be unaware of my contact on the day I purchased my ticket. Final Business Response /* (4000, 9, 2016/01/26) */ January 26, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: ******** Dear Better Business Bureau, Thank you for forwarding the BBB consumer rebuttal from **** ***. We regret to hear Mr. *** did not accept our response and/or resolution offered. Per our previous response, we have no record the customer contacted us regarding document requirements prior to traveling. In addition, Hotwire does not provide passport/visa requirements for international travel. We provide a disclaimer on the website and it's displayed on the copy of the customer's itinerary, which states as follows. Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection through. As the customer has not provided any additional information, Hotwire considers this matter as closed, as we are unable to honor the customer's refund request. We respectfully asked that the BBB close this case. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked a hotel room upon arrival the hotel had loitering, clear signs of prostitution, and marijuana usage in front of the hotel. on 12/19/15 I booked Hollywood Inn Express LAX Hotwire itenerary#XXXXXXXXXX. This hotel is not by Lax it's in Inglewood. This hotel had men loitering out in front as if they were using the hotel to sell drugs and women who were barely dressed in clothing walking around back and fourth in front of the hotel. I immediately called Hotewire at 9:00pm when I arrived and let them know I had a 2 year old with me and the place looked unsafe. Hotwire customer service hung up on me. I continued to call back until 10:00pm and finally I reached someone who would look up my booking and they told me there is nothing they can do. I asked for another hotel or a refund and I never checked into the room I booked. The next day I called again and they told me to hold. Of course the front desk clerk at the Hotel denied the place was sketchy because they didn't want to issue me a refund. so I'm out of $69.44 and I never checked into the room. I would think if the hotel is misrepresenting themselves to attract Hotwire customers then Hotwire being the business I had a transaction with directly would make this right. Hotwire doesnt care about their customers. They hang up in your face and their customer care specialist are not trained properly depending on who you talk to you will get several different answers to your questions if you can even understand them. I spoke with a supervisor *** and she said that I should have checked into the hotel like pass ***** big intimidating looking guys smoking weed and working girls with my 2 year old to check in and then complain. The kicker is she told me that the next day and everyone I spoke to on the day of the reservation didn't have the same knowledge on how to handle my issue. Hotwire left me out in the the cold with my son at night to make other arrangements. Clearly if I didn't stay in the hotel room and asked for another one I really needed the room however I gave them my $69.44 and received nothing from them but bad service by rude people. I want a refund!

Desired Settlement: I would like my $69.44 back because I have no reason to lie. Why would I put myself in a bad situation at night with my 2 year old son if the hotel was safe? I reported the issues I had with the hotel immediately not the next day. Hotwire refused to help me on the same day of the booking and check in. They kept telling me they couldn't find my reservation and transferring me all over to make me give up. I'm sure most people just give up because they play games when you have a problem.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 ****** ****** **************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your booking with the Hollywood Inn Express LAX. I understand you are dissatisfied with your recent Hotwire booking as you felt unsafe at this hotel. As such, you are requesting a full refund. Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that may arise at the property. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As I understand this was not the case with your reservation, please accept my sincere apologies. Allow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of upmost importance. This is not typical of what our customers can expect when booking with Hotwire. To obtain these deep discounts, we promise our partners reservations will be used as originally booked. For all Hotwire Hot Rates, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventory. As I spoke with **** at the hotel's front desk, he confirmed that the reservation was tagged as no show. Also on 19-Dec-15 we call the hotel and spoke to Sagard. He confirmed that there was no one around at the hotel and they have lot of family's coming from different places. Based on the information provided above, I am unable to honor your request to refund your hotel reservation. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel front desk is saying what ever they need to say to refuse offering a refund. I contacted Hotwire on the day of the booking informing them of the conditions and that I would not be checking into the hotel for the reasons I have outlined in my original complaint. Hotwire customer service representatives hung up in my face serveral times and then at 9pm I finally got someone to heat me out. I think it is unacceptable for Hotwire to refuse to refund me for a hotel I didn't stay at and for the fact that I was outside at night with my two year old son trying to get help from your customer service that kept handing up in my face. I will never use or refer hotwire to anyone and will ensure to leave feedback about my exprerience with the hotel and with hotwire. This is unacceptable that you outsource your customer service to foreign countries that do not care about your customers. As a customer I need to understand what a person is saying and they need to be willing to help or at least know and be able to explain your company policy. This is unfair and your hotel partner is not honest. what is the point of me calling hotwire instead of checking into the hotel? Why would I be outside at night with my child if I had a safe hotel to go to? Hotwire does not care about their customer's and I will no longer do business with Hotwire.

2/9/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Customer service helped me book a package and verified the correct info however the flight is wrong and they refuse to correct it. I booked a vacation package through hotwire. The next day I wanted to switch hotels because I realized the hotel had bad reviews so I called up right away and the custom service employee said I had to cancel the reservation and rebook with the same flight but my desired hotel. She helped me book it and relayed the information back to me confirming it was the correct hotel and same flight as my previous reservation which is what I wanted. A few days later I look at my confirmation email and it is a completely different flight from my original. The arriving flight is correct, however the departing flight is different. Flight **** is what I got, flight **** is what I wanted. As soon as I realized the mistake I called however no one was helpful. I am traveling with a two year old and the flight **** is just not convenient. The customer service rep told me the wrong info and I shouldn't have to pay to change the flight to what I wanted.

Desired Settlement: I want the company to put the desired flight I was told I had with no additional fees.

Business Response: Initial Business Response /* (1000, 10, 2016/02/05) */ February 5, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: E-XXXXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. Our records reflect that on December 27, 2015, Ms. ****** booked a Hotwire Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a four-night stay at the GR Solaris Cancun & Spa from February 22, 2016, through February 26, 2016. We understand from Ms. ******'s complaint that she had booked the same package with a difference hotel and decided to change the lodging portion of package after reading unfavorable reviews of the original property. She contacted our office to change the hotel and keep the same flights and was advised to cancel the package and rebook. Regrettably, after the rebooking, Ms. ****** noticed the return flight was scheduled for an earlier departure than the original. This was not satisfactory so she requested that we restore the original return flight. Although Ms. ****** had initially been advised that the requested change would require a fee, on February 5, 2016, we were able to restore the original flight at no additional cost. We forwarded an updated copy of Ms. ******'s itinerary. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Initial Consumer Rebuttal /* (2000, 12, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for making this wrong a right!

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Due to booking problems, I was instructed to book my own hotel which Hotwire would fully refund. However, Hotwire is now refusing to issue the refund. On 10/14/2015, I booked a reservation at Nantasket Beach Resort in Boston, MA (Hotwire itinerary #: XXXXXXXXXX) for $119.48. When I tried to check in at the hotel, I was informed they were completely booked. I called Hotwire to report this, and they refunded me for the hotel and booked me at a second Boston hotel. This second hotel was the Omni Parker House (itinerary #: XXXXXXXXXX) and was also for $119.48 Langham Boston (itinerary #: XXXXXXXXXX). After trying to check in at the hotel I was again told they were completely full. I called Hotwire, was fully refunded again, and asked them to book me a third hotel and confirm that it was not full this time. Hotwire did book a third hotel, The Langham Boston, for $484.82, and assured me that the hotel was not full. However, after trying to check in at the hotel, I was again told that they were completely full. From the time I originally tried to check in at the first hotel and up to this point, 4 hours had passed *** I had driven all over Boston. I called again and Hotwire refunded me the $484.82. This time, when I asked Hotwire to book me at a fourth hotel nearby (I was downtown at this point), I was informed by their customer service team that since it was past midnight (i.e. the date was now 10/15/), their booking system could not make a same-day reservation (checking in and out on 10/15). Since I'd spoken with their customer service team several times already that day, I asked to speak with a supervisor. The supervisor who I spoke with that day was very understanding and I informed her of the continuous issue I was having with Hotwire. I told her that I needed to book a hotel very soon since it was already past midnight and I had a business meeting at 8 am the next morning. The nearest hotel was the W Boston, so I explained that I wanted to book that hotel since it was so late and that was the closest hotel. After having already been told Hotwire's refund policy several times that evening (that policy being that the customer is responsible for any booking amount greater than the original booking amount), I explained to the Hotwire supervisor that I should not be required to pay anything for the fourth hotel booking since Hotwire has inconvenienced me so many times that evening. The supervisor agreed with me and confirmed that the entire cost of the W Hotel stay for that evening would be covered by Hotwire once I sent in the hotel invoice. With this confirmation, I booked one night directly with the hotel for $530.54. I emailed the invoice for my W Boston stay to Hotwire's Customer Care team on 10/20. I called Hotwire a few days later to confirm they received my email and was instructed to wait 7-10 business days. However, after a few weeks of not receiving any response, I emailed Hotwire again on 11/6. Again, I called Hotwire, was instructed to wait 7-10 more business days, and again, I received no response within that time frame. I emailed them a third time on 11/22 and then sent a fax with the same information/documentation on 12/1. I made several phone calls during this timeframe and received no help. Finally, I received a response on 12/18 asking for a copy of my credit card statement (even though I already provided them the hotel invoice). I in sent a copy of my credit card statement via fax and email on 12/21. I finally received an email on 12/25 letting me know that $45.72 had been refunded to my credit card. I immediately called Hotwire to contest this and was informed that according to their policy they would only pay the difference between the W Hotel ($530.54) and the most recent hotel I booked (the Langham Boston, for $484.82). I explained to them that I was originally concerned about this before booking the W Boston hotel but received explicit confirmation from the Hotwire supervisor that I would be refunded in full. They refused to acknowledge this and said that there was nothing in the notes on file detailing this. As such, they refused to refund me in full.

Desired Settlement: I am seeking the full refund of $530.54 which I was guaranteed I would receive for my stay at the W Boston by the Hotwire supervisor I spoke with. Since I have only been refunded $45.72, I am seeking the remaining $484.82. To summarize, I booked 3 hotels through Hotwire on 10/14/2015 (The Nantasket Beach Resort, Omni Parker House, and The Langham Boston). I paid $119.48, $119.48, and $484.82 for these hotels, respectively, and was refunded the same amounts for each. I then booked a fourth hotel (the W Boston) for $530.54 which was supposed to be fully refunded once I sent in the invoice. However, I have only received a refund of $45.72 for this fourth hotel.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ January 19, 2016 ***** ********* **** ******** **** Blvd. Apt. **** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX, XXXXXXXXXX and XXXXXXXXXX Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservations with the Nantasket Beach Resort, Omni Parker House and The Langham, Boston. I understand you are dissatisfied with your reservations as the hotel did not have your reservation upon arrival and was overbooked. You were rebooked at no additional cost twice but both properties were also overbooked. While your reservations were refunded, we were unable to provide an alternate accommodation it was already after midnight. As such, you are requesting full reimbursement of the alternate accommodation you have made in the amount of $530.54, which you claim our Travel Specialist had promised. Unfortunately, overbooking does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to do their best to accommodate customers at equivalent properties during oversold dates. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our hotel suppliers to find the property is oversold and unable to re-accommodate into an equivalent hotel, we understand we need to take care of our customer. Upon reviewing your Hotwire account, we received the receipt you sent for your accommodation at the W Boston Hotel and your billing statement confirming the charge. The initial refund we processed was not the full value of the difference in cost. Therefore, we refunded an additional $411.06 on January 14, 2016. Please allow 1 to 2 business days for us to credit it back to your MasterCard ending in 9061. It is still up to your financial institution's policies on when the credit will be available for use. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

2/9/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I booked a room in Sept through Hotwire and at that time selected that I needed a smoke-free kind bed room - got a smoke ridden room I booked a stay at Treasure Island through Hotwire in September for initially 3 to 4 days. At that time I selected the smoke free room option because I have bad allergies. I contacted the hotel prior to my stay and was guaranteed a smoke free room too - when I got there they said they were completely oversold and had no smoke free rooms. I called Hotwire and they first said I had no reservation at all and had no idea what I was talking about. Then I pulled an itinerary number for the reservations and asked to cancel and or get a credit to book another room somewhere that could honor this request. The sales person said that he spoke to someone at the front desk and to head back and try again - after going back and attempting again - there was nobody with that name. I called hotwire and emailed them back and the time was getting close to midnight - after which I would be stuck for the night and morning without a room if not booked - they did not answer either things. I had to then find a room in less than 15 mins and just booked a room. I have asked them multiple times and each time their support has given a different story and the stories offer materially differ in the reasons why. As a loyal hotwire customer I am disgusted with the poor service and that they keep lying about the reasons.

Desired Settlement: Either Refund the 4 nights or provide a credit. Hotwire itinerary XXXXXXXXXX Hotwire itinerary XXXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ January 15, 2016 **** ***** *** ****** Avenue **** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX & XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with TI - Treasure Island. I understand you are dissatisfied with your recent hotel booking because the hotel did not have a non-smoking room available at time of your check-in. As such, you requested a refund. We guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search results. If the property is not "smoke free," customers can call the hotel after booking to request a non-smoking room. The hotel may or may not be able to accommodate the request, as their ability to do so is based on availability. After reviewing your reservation, I confirmed the "smoke free" amenity was not listed for this property. When Hotwire customers search for hotels on the Web site, the search results show the amenities offered by each property. Customers are able to choose the place they want to stay based on amenities that best suit their needs. Hotwire takes pride in providing our customers with a functional site with multiple features to help choose a hotel best for them. Therefore, we provide a feature during the booking path allowing customers to filter their search results by amenity. For example; if a customer checks the box provided for "smoke free rooms", our site will then refresh displaying only properties including our "smoke free" amenity. Upon investigation, I contacted the hotel and talked to *****, She said they accept room type requests from guests, however, they do not guarantee the room as it is still based on availability upon your check-in. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I booked the room - it showed a non-smoking option which I selected, I also called and was promised by the front desk a non-smoking room and I did not stay even one night in the property. Hotwire has a habit of fibbing on these matters often and my experience was the same that they told multiple stories each time I asked. This is also NOT what they said when first calling and asking about this option. It is why they carry a 1 star review across many sites, and have a history of pulling this like: https://www.trustpilot.com/review/www.hotwire.com Final Business Response /* (4000, 9, 2016/02/05) */ February 5, 2016 **** ***** ******************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX & XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Motel Le Marquis. I understand you are dissatisfied with your recent hotel booking as you indicated you selected a non-smoking room at the time of booking. As we previously mentioned, we guarantee a non-smoking room if the hotel shows a "smoke free" amenity in the details and search results. Upon reviewing your account, the amenities listed are: Resort, Free parking, Casino, Fitness center, Pool(s), Restaurant(s), Business center, Internet access, Golf nearby, Tennis nearby, Spa services, Accessible for visually impaired, Accessible for hearing impaired, Accessible path of travel, In-room accessibility, Accessible bathroom, Accessible parking, Roll-in shower. At Hotwire, we strive for clarity on our Web site. We make sure to point out booking details such as amenities along the booking path. As such, our decision to not refund your reservation remains final. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not even mention the correct hotel above, it was treasure island is not the location - this is a patten of failed communication and false statements They had listed the non smoking option when I booked and they are lying here as they have to other customers

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Costs for renting a hotel room / condo were misrepresented on the Hotwire reservation site by not including check-out cleaning expenses by over 100USD I reserved 2 nights in the Outrigger Royal Sea Cliff hotel in Kona / Hawaii from Dec. 31st 2015 to Jan. 2nd 2016. I purchased the reservation on Hotline.com. Before actually committing to the reservation on their web site it had not been disclosed to me that I would be charged a "check out cleaning fee" by that hotel by the amount of 135 USD, payable at check out. In the Hotwire check-out page before purchasing the reservation some general references to possible "room incidentals" were made, but nothing was indicated that would amount to such a huge surcharge on top of what was actually advertised by Hotwire as the rate (USD 474 for 2 nights). I only found out about that huge surcharge when I actually checked in the hotel on Dec. 31st when it was obviously way too late to cancel. The first time after the actual purchase on the website when I could have noticed this problem was only after actually committing to the reservation and subsequently reading the small-print paragraph in the confirmation e-mail. THERE WAS NO CLEAR INDICATION FOR THAT HUGE SURCHARGE ON THE HOTWIRE CHECK-OUTPAGE BEFORE COMMITTING TO THE RESERVATION. I believe I should be reimbursed by Hotwire for that unexpected and insufficiently announced "room incidental", which exceeds by far anything that might be considered a reasonable fee. Data: Hotel confirmation XXXXXXXXX Hotwire itinerary XXXXXXXXXX Hotel: Outrigger Royal Sea Cliff XX-XXXX *************************************** XXXXX (XXX) XXX-XXXX Room rate (2 Nights): 474 USD "Check out" charge: 135 USD (excl. excise tax 4.166%) Best regards

Desired Settlement: Re-imbursement of "room incidental" of USD 135 that should have been included in the published room rate.

Business Response: Initial Business Response /* (1000, 5, 2016/01/17) */ January 7, 2016 ***** ****** **** E ******** Road Apt **** *** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Outrigger Royal Sea Cliff. I understand you are dissatisfied with your recent hotel reservation as the hotel charged you additional $135.00 for cleaning fee. As such, you are requesting a refund. We strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided: "You'll pay the hotel directly for additional charges, like room service or resort fees." In addition, cleaning fee might be part of incidentals. Those rules and restrictions are part of the Hotwire Terms of Use you agreed to. Our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as the resort fee. Rather, we can only mention there may be a charge as stated on the final billing page. Based on the information above, I am unable to honor you refund request. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whether or the correct room rate could be disclosed before the web transaction actually is completed does not change anything on the fact that you grossly misrepresented the expected room rate in your quote. We are not looking at "peanuts" that would adjust the rate by only small amounts but at a huge surcharge, which completely INVAIDATES THE COMPETITVE BID AGAINST OTHER HOTELS. If for whatever reason you feel unable to quote the correct rate even APPROXIMATELY, you should not even make such a bid at first place. Your assertion that this sales practice is required to "guarantee the lowest rate" is invalid and a fallacy. Such huge surcharges are also not covered by any sufficiently detailed "terms and conditions". This shoddy sales practice only equals to hoodwinking prospect customers. My claim for re-imbursement still stands. Final Business Response /* (4000, 9, 2016/02/05) */ February 5, 2016 ***** ****** ******************************************* XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding the hotel Outrigger Royal Sea Cliff. I regret you remain dissatisfied with your Hot Rate(r) Hotel, as the property imposes a cleaning fee of $135. Our Hot Rate hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as parking fee, cleaning fee and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page. If a hotel has a mandatory check-out cleaning charge, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any fees incurred must be paid directly to the hotel, usually at check-out time. At Hotwire, we strive for clarity on the Web site. During the booking process, we provide the following disclosure at the bottom of the page: - Mandatory check-out cleaning charge $75-studio, $95 - 1 bdrm , $115 - 2 bdrm, $135 - 2/3 bdrm w/loft plus a general excise tax of 4.166% charged at checkout. As such my decision remains unchanged, and I am unable to honor your request for refund of cleaning fee. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) a. I re-checked a few "hot offers" in your site and did not see a single example in which the costs of non-optional incidentals were disclosed - even approximately - and most importantly BEFORE committing the transaction (not just in some transaction confirmation page and small prints). Thus, the real costs are NOT disclosed, even approximately, BEFORE the transaction is committed, which shows that the your more general reference above, "during the booking process" (that is, before committing transaction) is misleading. b. In my case, the "room cleaning fees" were collected at check-in, not at checkout. c. Due to the amount of the surcharge in question your quoted price in the pre- commitment pages is grossly misrepresented. This is not just a minor surcharge that could be viewed as "peanut" that does not warrant a complaint such as this one. The competitive offer against other hotels is invalid and false and represents another example how your company hoodwinks its customers. c. In your previous reply you obviously evaded these finer details in my line of arguments and resorted to apparently delivering pre-formulated rebuttals and replies.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Rooms were not up to standards set by company and the location was not in the vicinity of the area I was searching. Every time I contacted customer service after my nightmare of a stay, that cost me so much money after missing a crucial meeting, I was met with not only indifference but only what I can describe as mentally disabled customer service workers. I sent 9 e-mails and made 2 phone calls. At no point could anyone even understand what the problem was nor were they willing to do a thing about it. The hotel rooms were disgusting. I wanted 2.5 stars rooms and they were less than 1 star if that. I've stayed in shady ********** ridden motels that were cleaner. I was looking for a place in Culver City and they put me in Burbank. It took me 3 hours to get to Culver City in LA traffic. I trusted Hotwire to put me at least within an hour of Culver City. They are the absolute worst travel company to deal with. Run. Run away as fast as you can. Get a lawyer, quickly, if you use them. They are slippery and full of themselves. They completely believe they are above the law and consumer affairs.

Desired Settlement: Partial or full refund.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ January 12, 2016 ******** ***** XXXXX ************************* XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Ramada Plaza Denver Central. I understand you are dissatisfied with your recent hotel reservation as you were booked in a different area than where you wanted to be. As such, you are requesting for refund. As Hot Rate(r) hotels are final reservations, we strive for clarity on the site. Since exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. In your case, the area selected was "Burbank Backstage Studios & Airport". I have confirmed the Extended Stay America - Los Angeles - Burbank Airport is located within the green shaded map defining that area. Furthermore, we provide a summary of the booking that includes the dates of travel, number of guest/s, the rate, and the location, to let our customer check the details before confirming the reservation. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I didn't even book at the Ramada Plaza Denver. I booked in the Los Angeles area. So right off the bat, Hotwire is already lying. Neither of the issues in my complaint were addressed at all. A full refund is in order. Final Business Response /* (4000, 9, 2016/02/02) */ February 2, 2016 ******** ***** XXXXX ********************** CA XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding the Extended Stay America - Los Angeles - Burbank Airport. I regret you remain dissatisfied with the handling of your Hot Rate reservation. Your dissatisfaction stems from the neighborhood the property resides in and you feel it does not merit a 2.5-star rating. As such, you are requesting a refund. At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveler. Upon searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). Each area has a correlated map for our customers to review. This map defines the area in which the hotel can be located. Additionally, we service a feature allowing a customer the ability to search for accommodations by a city, airport, zip code or an address. Our site will then calculate results by distance providing availability closest to farthest from the location entered. This feature is not intended to provide a result for a specific property; even if an address a customer searches by is for a hotel itself. As I carefully review the reservation, I can assure you the Extended Stay America - Los Angeles - Burbank Airport is located within the shaded map of your selected area, "Burbank Backstage Studios & Airport". To better understand your concerns, I recreated a search on our Web site for a hotel reservation using Culver City, California. The closest area listed on our Web site is "Culver City" with an estimated distance of 0.5 to 2.2 miles. While the area you selected is listed as 11.5 - 14.2 miles from Culver City and is derived based on straight-line measurement. While we ensured straight-line distance to be within 14.2 miles, the driving distance from point A to point B may be farther away. Please note the "city center" is indicated on the map linked from the search results page with a red pin. The distances displayed on our site during the booking process were calculated from this red pin. Meeting customers' expectations on hotel quality is a top priority here at Hotwire.com as we understand star rating is one of the top drivers in determining a customer's hotel selection. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. The star rating of the Extended Stay America - Los Angeles - Burbank Airport was most recently evaluated on February 11, 2012. We are confident the current 2.5-star rating of this property is an accurate reflection of its overall quality. As such, my decision has not swayed and I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They continue to lie. I was looking for a room in Culver City. Their website directed me to a room in Burbank. It took over 3 hours to get to a meeting and I was late. There is no way in **** it should take 3 hours to get to a meeting in Culver City from a hotel booked through a website where you are looking for a hotel in that town. The hotel rooms were not up to par but any stretch of the mind. We had to call down for remote controls, and all basic items that come with the room. The rooms had not been cleaned and we checked in, not early. We had to change one room because it was too filthy to even walk into. The towels drew blood. Not a joke. They are sandpaper. The rooms smelled so badly we had to call down to the front desk to make sure we would not be charged as the damage was done long before we entered the room. The noise level was out of control. There was no security. The "breakfast" was a granola bar in a paperbag. Hotwire tried to pull another fast one and again, they've been caught. They do not run a quality service with integrity or honesty and need to be shut down until they can prove that they can deliver what they say. Refund me! You know what you do, Hotwire. That hotel was trash. It was nowhere in the vicinity of Culver City and you know it. You cost me and my partner a lot of money. Take responsibility for your actions.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Money paid for Hotel Booking was not refunded by Hotwire Had booked a hotel through Hotwire for one night stay (Dec 31 to Jan 1,2016) in Pittsburg, PA (Holiday Inn Express) but we could not travel on Dec 31 since our daughter "*************" fell sick on that day. we informed Hotwire about our inability to travel, and requested for refund. They asked us to send a Doctor's note in Fax or Email on our daughter's sickness and we sent the details requested. Followed up with Hotwire Customer Service several times however we have Not yet received credit back on our credit card that we used to make the payment to Hotwire. Hotewire Itinerary No: XXXXXXXXXX Hotel Booked for Dec 31 through Jan 1,2016 Payment made on Dec 27, 2015 using Visa card ending ****3089

Desired Settlement: Refund back on credit card ending ********

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ February 5, 2016 ******* S. *********** *** ********** ******* Way ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Holiday Inn Express in Bridgeville, PA. I understand you were dissatisfied because your refund request initiated in January has not been processed yet. Our Hot Rate(r) reservations are booked as non-refundable and non-changeable in order to obtain deeply discounted rates from our partners. Nevertheless, we do understand some events are beyond the customer's control and allow refunds under extenuating circumstances but we do require specific documentation. In order to uphold our contracts with our partners and continue to service our customers with such low rates, it is necessary for us to require documentation in medical situations. We require a letter from a doctor stating you were unable to travel on the specific dates of the reservation. According to our records, you have sent the appropriate documentation on January 31, 2016. After reviewing the documents you sent, we processed a refund in the amount of $71.50 on February 3, 2016. While we process our refunds within 1-2 business days, it is up to your financial institution's policies on when the credit will be posted to your account. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the refund on my credit card. Thank you.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Low Price Guarantee: Itinerary XXXXXXXXXXX. Filed a claim with 24hr of finding lower price package $2,741.69 vs. $3,100.28, but not credit received. Low Price Guarantee: Itinerary XXXXXXXXXXX XX/20/2016. Filed a claim with 24hr 01/21/2016 of finding lower price package $2,741.69 vs. $3,100.28, but no credit received. Tried calling hotwire over 5 times with an average hold time of 1-2 hours and no resolution. The agent on the phone place me on hold and then we get disconnected or the agent is not sure how to resolve / check the claim or ask me to try calling back in 24 hours to see if the claim went through as it takes 24-48 hours. It has been over a week with no resolution / progress. The hotwire website guarantee lowest price and if not submit a claim to get it met. This is false advertisement and fraud sales marketing. Please advise the credit difference of $358.59. Thank you, ***** ******

Desired Settlement: Low Price Guarantee: Itinerary XXXXXXXXXXX XX/20/2016. Filed a claim with 24hr 01/21/2016 of finding lower price package $2,741.69 vs. $3,100.28, but no credit received. Please provide a credit difference of $358.59. Thank you, ***** ******

Business Response: Initial Business Response /* (1000, 6, 2016/02/04) */ February 4, 2016 Better Business Bureau San Francisco Bay Area Northern Coastal California Complaint Department RE: Expedia Case O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Better Business Bureau allowing us time 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 Mr. ***** ****** (BBB ID number XXXXXXXXX) regarding a Low Price Guarantee. Our records indicate on January 20, 2016, the customer self-booked a package reservation which included flights and a hotel using the Hotwire website. We understand from the complaint, the customer is requesting a refund due to our Low Price Guarantee. According to the terms and conditions regarding the Low Price Guarantee which can be found on the Hotwire website: Step 2: o See if you qualify: o Did you book within 24 hours? Are travel dates the same? Is the site where you found the lower price in English? Is the lower price in U.S. dollars? Is the hotel, room type and cancellation policy the same? Does the airline, cabin class, booking code and cancellation policy match? As shown on the screenshots submitted by the customer, the booking codes on the flight reservation does not match the competitor. However, as a one-time courtesy, Hotwire processed a refund in the amount of $358.59 back to the customer's original form of payment. We apologize for any inconvenience that may have occurred. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************ Tier 3 Customer Service Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hotwire matched the re-quote within 24hours and met the lowest price guarantee by reimbursing the amount differences. Thank you BBB for your support!

2/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been double-billed for a hotel stay booked through hotwire. Hotwire has refused to refund the double-billed amount. On November 11, 2015 I attempted to book a hotel room in Tucson, Arizona through hotwire. After establishing the hotel that I desired, I attempted to pay for the booking using Paypal. On the hotwire website I received a message that the transaction not go through. I called Hotwire customer service and was told to try an alternate payment method. I used my visa debit card linked to my BBVA Compass Bank account and the transaction went through without a problem. Please note that my Paypal account is linked to the very same BBVA Compass Bank Account. A few days later I noticed two transactions on my bank account - one for the supposed declined Paypal transaction and the other for the direct debit card transaction - both for the same amount of $121.54 I immediately disputed the transaction with Paypal because the transaction did not "go through" on the Hotwire website. My dispute with Paypal was unsuccessful as they have assured me through multiple phone calls that the amount of $121.54 had successfully been transferred to Hotwire. Paypal has provided me with supporting evidence to this fact (transaction ID and Hotwire Item #). On the Hotwire side, their response was to refer my account to "Risk Management" and essentially ban me from further use of my account. While I have spoken over 10 times to sympathetic Hotwire representatives, they claim that only "Risk Management" can resolve this issue and they can clearly see the double payment but were powerless to do anything about it. I completed my stay at Four Points Sheraton yesterday. I first simply ask that Hotwire refund the Paypal sourced funds that they received as a duplicate payment. Second, I ask that my account be reinstated as I have never been, nor will I ever be involved in a fraudulent transaction. By the way, over 15 calls to the "Risk Management" voicemail have gone unanswered. The details of the two transactions follow: Paypal- Amount: 121.54 Date: November 11th, 2015 Paypal Transaction ID: 64YXXXXXXXXXXXXXG Invoice ID: XXXXXXXXXX Hotwire Purchase Item#XXXXXXXXXX Direct Debit Compass ************ 121.54 Date: November 11th, 2015 Hotwire Purchase Item #XXXXXXXXXX Please note that the funds for both transactions have left my checking account. Also, Paypal confirms transfer of the funds to hotwire. Third, all attempts to resolve this with hotwire have failed. I request that my Paypal account be refunded $121.54 and that my account ******@alum.mit.edu be reinstated with Hotwire. Thank you for your time and consideration ***** ******

Desired Settlement: 1. A refund of $121.54 to my Paypal account. 2. Reinstatement of my Hotwire account.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2016 ***** ****** **** N ********* ** ******* AZ XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your recent HotRate(r) hotel reservation. I understand you are dissatisfied as your Hotwire account has been deactivated. As such, you are requesting a refund and reactivation of your Hotwire Account. After review and careful consideration, Hotwire has determined that its decision to deactivate your account were warranted. Unfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking. The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site. Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire's Terms of Use. We employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint first and foremost was intended to get Hotwire to refund $121.54 that was double-billed for a hotel reservation. Hotwire has completely ignored the primary complaint in my submission and rather focused on, the much less important, secondary request to have my account reinstated. I FULLY ACCEPT HOTWIRE'S DECISION NOT TO REINSTATE MY ACCOUNT. Now, can I please have my money back for the hotel room that I paid for twice? From Hotwire response: "I understand you are dissatisfied as your Hotwire account has been deactivated. As such, you are requesting a refund and reactivation of your Hotwire Account." No, no, no. I am requesting a refund NOT because of the deactivation of my account (this is preposterous as I stayed at the hotel satisfactorily). I AM requesting a refund because I was billed for a single stay two times. I fear that my complaint was machine read as there is no way that a live human being could have summarized my complaint leaving out the core issue of DOUBLE BILLING. Either that or this is an intentional attempt at obfuscation; either way, this is a poor show Hotwire. I expected much better from you. Please READ the complaint. I have included all of the details for both payments. Final Business Response /* (4000, 9, 2016/01/29) */ January 29, 2016 ***** ****** **** N ********* ** ******* AZ XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear *****, I am writing in response to your additional correspondence with the Better Business Bureau regarding your HotRate(r) hotel reservation. I understand you are dissatisfied with your recent booking as your Visa card and PayPal account were both charged for $121.54. As such, you are requesting to refund the charge on your Paypal account. The reservation you were trying to book using your PayPal account did not go through. The credit card utilized to book this reservation, in your case, your PayPal account was not charged. Your financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which, as stated above, will not be processed. This authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit. As previously mentioned, your account has been deactivated by our Risk Management team. As such, all further contacts regarding your account must be addressed with Risk Management at (XXX)XXX-XXXX. It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (2000, 11, 2016/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Again, Hotwire is displaying a level of obtuseness that is mind-boggling. The PayPal charge DID go through. Multiple Hotwire statements to the contrary will not change this fact. I went back to PayPal to file a complaint with the BBB-prompted letter from Hotwire. PayPal filed a complaint on the 4th, my account was credited by Hotwire on the 5th. I consider this matter resolved.

2/7/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotwire is fraudulently misrepresenting potential "hot rate" hotels to be booked through their website with inflated rates & star reviews. Hotwire advertised a potential rate savings of 70% on a 4 Star hotel to be booked in the Capital Hill area of Washington DC. When reviewing the hotel information page, the page said, "The last person booked the Washington Court" which is an average of $800 per night. I proceeded with the booking under the assumption that I would receive a comparable 4 Star hotel as "the last person" received. Upon completion, I was actually give the Hyatt Regency Washington DC which is rated 3.5 stars by both of Hotwire's travel partner sites, Expedia & Hotels.com. Other sites online also rate the Hyatt Regency as either a 3 or 3.5 star hotel. I found no sites that rated it as a 4 star hotel as represented by Hotwire.com. On top of this, the actual published rate from the Hyatt is $169/night which is only about a $25 dollar savings from the rate I booked with Hotwire. This is a FAR CRY from the "up to 70%" off that Hotwire was advertising at the time. I called Hotwire directly to discuss my concerns of fraudulent misrepresentation of the "winning" hotel. The CSR confirmed the reservation and said there was nothing he could do so I asked to speak to his supervisor. The supervisor tried to explain that Hotwire rates their hotels based off of Expedia & Hotels.com as well as "customer feedback" and that if I wanted to look at their rating information, I could find it in the "help" section of the website. I asked, "Why would anyone think to go to the help section of your site to see how a 4 Star hotel is rated when they expect to be booking a 4 Star hotel?" She kept saying the same thing referring me to the help section of the site to learn about their ratings process. I asked several times how they can "rate" a hotel as 4 stars when their trusted travel partner websites, NEITHER OF THEM, rate the hotel as 4 stars but instead as less than 4 stars. I asked repeatedly for the reservation to be cancelled and any charges reversed due to the fraudulently misrepresentation and she said that because this was a "hot rate" that there were no cancellations. It's completely unacceptable to advertise a secret hotel as "70% off" a rate of $481 when the regular published rate of the final hotel is $169 (a savings of 14% instead). If this isn't complete misrepresentation of advertising, I don't know what is then.

Desired Settlement: I want a full refund of all charges including service fees from Hotwire.com in the amount of $742.82. I want the reservation canceled and the refund processed immediately to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2015 ****** ******* **** *** * Leeds, AL XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hyatt Regency Washington in Capitol Hill. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings and star rating of the hotel you received. As such, you are requesting a full refund. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 4-star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. 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. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 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. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, *, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am dissatisfied with Hotwire's response. I have continually checked Hotwire's website since filing this claim and not only has the rate now decreased on Hotwire for the same ($139), they have continually shown "See the hotel the last person got: Washington Court Hotel". No other hotel has been mentioned on the page except for the Washington Court Hotel. Hotwire's advertising methods are shady and fraudulent at the very least. They hide the details about how they adjust hotel ratings themselves in the "Help" section of their website rather than being up front and honest on the very pages where they are advertising 4 Star hotels which are actually rated as lower levels on the very travel partner websites that Hotwire refers you back to. I maintain my request for a full refund for fraudulent misrepresentation and false advertising. Since Hotwire has refused that request, I will proceed with filing claims with the Federal Trade Commission as well at this point. If Hotwire wishes to propose a counter offer for settlement, they may do so but my counter offer is a full and expedient refund as requested. Otherwise, this complaint will not be settled. Final Business Response /* (4000, 9, 2016/01/2*) */ January 2*, 2016 ****** ******* P.O. *** * Leeds, AL XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Hyatt Regency Washington on Capitol Hill. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy with your recent hotel booking because of the hotel's star rating and savings you received. As previously stated, currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We want our customers to understand and trust the Hotwire brand. To ensure this, we start with the Expedia rating and utilize customer feedback from each stay and to adjust our ratings accordingly. Additionally, we gather reviews in a timely manner as such, we are confident the star rating accurately reflects a specific hotel's overall service. To finalize your concern about the savings you received, we strive clarity on our website where information about savings are provided prior to booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates." If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our website, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation was used, we are charged for the booking and unable to issue refunds. Based on the above information, our decision to not refund your reservation remains final. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll simply just pursue other options since Hotwire can not seem to resolve this on their own. I've just checked both Hotwire again and the Hyatt Regency site directly for current prices. Hotwire is advertising $139/night for the same "secret" 4-star hotel area which is cheaper than the price I booked. On top of that, Hyatt Recency quotes a total price of $*3*.83 for booking as of today. So I actually paid MORE to book through Hotwire than booking directly through the hotel. I SAVED NOTHING after Hotwire's added fees and charges. This is hardly a "good deal" no matter how you look at it and Hotwire should be ashamed of making it out to be a "good deal". Hotwire is ripping people off. I'll be filing a formal complaint with my credit card issuer for fraud as of today.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Not honoring change of date and lower price I had made a reservation for a car rental through Hotwire on 12/9. The reservation was with Hertz. I took advantage of the pre pay option to get a better rate. When I made the reservation I made a mistake on the pick up date. I entered 12/26/15 when indeed my pick up day should have been 12/27/15 as that is the date of my flight. I realized my mistake when hotwire sent me an email around the 19th of December. I called them on the 20th and asked if I could change it to 12/27. I also noticed the rate was about half the price starting that day and had asked HOTWIRE if they would honor the lower price as they advertise "best price guarantees". They said because I prepaid they could not honor either of my requests of a change of date or the lower price. I told them I prepaid to get the benefit of the lower price and not the price dropped even more and they wouldn't honor it? I also am not going to be able to pick up the car until the 27th and they said they couldn't change that either. This seems very unfair in both respects and HOTWIRE should at least allow me the date change if nothing else.

Desired Settlement: I am totally dissatisfied with Hotwire's customer service. They should at least honor some change to this reservation. I am looking for a 100% refund on my reservation and will be looking elsewhere for a car rental.They don't honor a low price guarantee and they should, especially after the price dropped to about half. I made a minor error in entering my reservation and now I am stuck paying full price for a reservation that doesn't fit my schedule.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2016 **** ******* ***********. ************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your HotRate(r) car reservation. I understand you are dissatisfied with your recent car booking, as your request to change the dates of your reservation and claim for our Low Price Guarantee were not honored. As such, you are requesting a full refund. Upon reviewing your account, I learned that you made a booking on December 9, 2015 for pick up on December 26, 2015 at 2:30 PM and drop-off on January 4, 2016 at 12:00 PM. Upon finding out that the reservation was in the wrong pick-up date you called our Customer Care Department on December 20, 2015. We strive for clarity on our Web site. Because customers are charged for HotRate(r) reservation at the time of booking and are typically non-refundable, we are sure to point out booking details such as pick-up and drop-off locations, dates and times on our Trip Summary. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. Additionally, our customers can view their confirmation directly on our site utilizing the "My Account" link; located at the top of every page. An email confirmation is also automatically sent to the customer's email address on file. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. For our Low Price Guarantee, as we work with live inventory that is frequently changing, rates are constantly fluctuating based on availability and demand. Upon completing the booking, you lock in the rate available at the time. I can assure you we work with our US and international partners to get the best rates on car rentals. Within 24 hours of booking, if you find a lower rate on another website for an identical booking, we will pay you the difference between the rates. However, as the rate you found was on Hotwire.com and outside the 24 hour window, you are not eligible for the Low Price Guarantee. Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire States: "Based on our record, we have confirmed that you tried to pick-up the car and the car rental agency provided you a standard car, which is the car type you requested in your booking. As such, we are unable to honor your request for refund." This is not the case. Hertz was not able to provide me with the size car I needed (standard) and only had smaller vehicles. I did not accept the reservation and had to go elsewhere to get the size car I needed to accommodate my party traveling needs. I could not fit all the passengers *** their luggage into the car Hertz had. Hertz told me I had 24 hours from original booking date (which was 12/26) to pick up the car I requested (standard size)., I told them that Hotwire said it was 48 hrs and Hertz would hold the car for that period. Hertz said that was not correct. They offered me a smaller car which I could not accept. Therefore, I did not use the reservation and request a refund in full. Final Business Response /* (4000, 9, 2016/01/27) */ January 27, 2016 *************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Hertz Rental Car. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy because the car type you requested was not available upon pick-up. We apologize for the inconvenience this has caused you. As stated in your letter, the car was picked-up beyond the 24-hour holding period, which was the agreement made with the booking. If a cancellation or schedule change by the airlines prevents you from picking up your car within 24 hours of your scheduled pick up time, you will be able to cancel your reservation upon verification of the changes. This information is also provided in the confirmation email we sent after completing the reservation. Prior to completing this booking, you have read, understood and accepted the Terms of Use which states that all bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Based on the information above, our decision to not honor your refund remains final. We appreciate your business and regret your Hotwire booking experience was anything less than exceptional. Best regards, ***************** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that the reservation at Hertz would be available for 48 hours not 24. The 24 hour holding period you state is not what I was told on the phone.The car type I requested was not held and therefore I had to go to Thrifty to rent a car. By the way, I used Hotwire to rent from thrifty so at least this consideration should be taken.If Hotwire chooses not to honer this complaint I will no longer recommend nor use Hotwire for my reservations in the future.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Poor Customer Services practices I reserved a vehicle in Greensboro, NC for October 9th, 2015 - Found out that vehicle was reserved for Dollar Rental. I arrived at airport to pick up the car for the pre-contracted amount of appx $58 for a "compact car or better". The customer service representative told me that they do not honor that request from Hotwire and supplied me an economy sized car instead. When I went back to exchange for a compact, they charged me appx. $85. I called Hotwire immediately and explained, which they said would then be investigated as soon as I was able to send the receipt. I made it home on October 12, 2015, scanned the receipt and sent it back to them for resolution within 10 business days. Since that date I have called appx 4 times and sent 3 emails with no resolution. Today, 12/2/15 I received yet another request for the receipt and now they want my credit card statement after calling again on 12/1/15. This would the 3rd time sending the receipt and 1st sending a credit card statement. NO RESOLUTION despite all of the contact, and it seems that everytime I call someone starts the process over.

Desired Settlement: I want a refund of my money.

Business Response: Initial Business Response /* (1000, 9, 2016/01/05) */ January 5, 2016 ****** **** **** ***** ***** ***** *********, NC XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your car reservation with Dollar. I understand your dissatisfaction stems from additional charges received from Dollar associated with this rental. First, allow me to apologize for the inconvenience this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. With a retail booking, the total charges for your rental are billed directly by the car rental agency. We contacted Dollar and spoke to ******* and she confirmed they will be refunding the upgrade fee in the amount of $21.00 within 5-10 business days. For details regarding the refund, you may contact Dollar directly at XXX-XXX-XXXX. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 11, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) $21.00 falls short of the amount of upcharge that was applied by Dollar Rental Car. The total amount was $26.94 - why am I being shortchanged? Final Business Response /* (4000, 13, 2016/01/27) */ January 27, 2016 ****** **** **** ***** ***** ***** *********, NC XXXXX In response to BBB case number XXXXXXXX. Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing you in response to your additional correspondence with Hotwire regarding your car reservation with Dollar. I regret you remain dissatisfied with our response as you were only refunded $21.00 instead of $26.94. As previously discussed, we contacted the rental agency and spoke with one of their representatives and we confirmed that the refund they approved was $21.00. As Dollar is issuing the refund, I recommend contacting them at X-XXX-XXX-XXXX with any questions. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 15, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The deal was made with Hotwire, not Dollar. The incompetency that has been demonstrated through this complaint is eye opening. I will not do business with Hotwire again.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire uses false advertising to generate sales. The website stated we would get a 3 star room at a 35% discount. It said the hotel would be comparable to holiday inn or double tree but we ended up in a clarion inn in a bad neighborhood next to a motel 6 with people using drugs in the parking lot. The hotel was old and in poor condition with old outdated technology. The amenities listed on the website that would be included also weren't. Additionally you can book a room on the clarion inn's website for $55 but we paid $74.11 therefore the offer of 35% off was fraudulent. We contacted customer service and was told that they obtain their star rating from other customers which is ridiculous. The star ratings is a national standard used to rank hotels. I believe Hotwire is using this as a way to scam people into booking rooms through them. We were told we could not be refunded even though this is clearly a scam. We were also hung up on by 2 customer service representatives and a supervisor who refused to provide any information about the corporate head quarters including an address or phone number. ADDITIONAL DETAILS: Case is being handled by another organization: Filed a complaint with the Colorado Attorney

Desired Settlement: We are being forced to stay in a bad neighborhood or lose our money. We spent time and frustration dealing with the horrible customer service the least Hotwire should do is refund our money.

Business Response: Initial Business Response /* (1000, 8, 2016/01/03) */ January 3, 2016 ******* ******** *** ******* *** ** ****** CO XXXXX In response to BBB case number XXXXXXXX, Customer's email address ****************@hotmail.com Dear *******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel reservation. I understand you are dissatisfied with your recent Hotwire booking. Your dissatisfaction stems from savings and the hotel you received. As such, you requested a refund. I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our hotwire itinerary number is XXXXXXXXXX under ****** ******** and email **********@gmail.com Final Business Response /* (4000, 12, 2016/01/22) */ January 22, 2016 ******* ******** *** ******* *** ** ****** CO XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) Hotel under Clarion Inn & Conference Center. I understand that you are dissatisfied with your recent hotel reservation, specifically with the discount that you received. In addition, you find the condition of the hotel and room unacceptable. As such, you are asking for a full refund. Our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we are to compile a list of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median represents the retail rate falling in the middle of the list. However, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly with them. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com. Regardless of a hotel's star rating, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at ************* (XXX-XXXX) for further review. Please be assured, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. The intention of listing the last hotel received, is to provide our consumers with an idea of the quality of hotel they may receive. On the page where you find the last hotel booked information we also share, general hotel brand examples for a specific star rating. In specific, we state the following: Hotels in our 3-star collection are Hilton Garden Inn, Four points by Sheraton, Crowne plaza, Radisson. Hotels don't want to advertise prices this low. You'll get the hotel name after you book, so the hotel keeps its good image. (These hotels are examples, not a guarantee.) To further investigate your complaint, I contacted the hotel and spoke with the front desk, *****. She confirmed that you contacted them to share your feedback about the room during your stay. Based on the gathered information, I feel the $25 HotDollar credit is adequate to your situation and am unable to provide a refund of the credit. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 14, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) My main complaint was with the star rating of the hotel. When we booked a 3 star hotel on your site we felt the price was fair but after seeing the hotel we realized we had been scammed. I do not accept your $25 credit because we will never use it because we will never use Hotwire again. A $25 cash refund would be more appropriate.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Rooms did not accommodate the number of people that the customer service rep assured me of. After making a reservation online and reviewing the hotel assigned I became nervous that the rooms would not accommodate us. If I made an error online than I would have had to reserve another room. I would have had to deal with that, but I contacted the company and***** assured me that she has contacted the hotel and that I had 2 rooms with 2 adults and 2 kids in EACH room. I repeated this several time with EACH room. So I am pretty confident in my conversation with her. Well upon getting to the hotel sure enough only one bed in each room. The hotel informed me no one had called them and all they had were rooms with 1 bed. We were just starting our vacation and after being on the road with tons of traffic and hotwire having a wait time, my husband just paid for another room. I stayed on hold to inform the rep what I was doing and that I would be leaving on a cruise the next day but wanted to make note of my issue and would like someone to contact me regarding it. Well that was 08/15/2015 so on 08/31/2015 I called hotwire and of course everyone wants to keep telling me its 2 adults and 2 kids total. I get that maybe I did mess up BUT I was told by***** not to worry that it was accommodate us. Someone would contact me and that never happed, so on 09/06/15 I spoke with ****** who assured me someone would review the call with***** and contact me within 3-5 days, well that never happened, so on 10/02/15 I called again and spoke with ******* who said there was never a request put in to review the call and he would personally make sure that it was done and someone would call. Well finally someone called me on 10/09/2015 and left a message to call the normal number so of course when I call back I get to go through the whole situation again, then he reviewed the notes and said someone would call me that afternoon. Well today is 10/23/2015 and I just spent another 30 mins to have them tell me that the review determined there was no fault by the rep, that I wasn't assured of the accommodations and the case is closed. When requested to speak to a supervisor to review the tape with me, they can not release property of hotwire??? really, release property?? I am asking someone to review the tape with me because I WAS in that conversation and I know exactly what was said, which my only conclusion is there is no tape, The tape wasn't reviewed, or they don't want to admit the rep gave incorrect information!! So at this point I have wasted close to 3 hours of time with phone conversations that have led nowhere. Not sure why it would take so long to get a resolution as they seemed to be trained to just repeat the same information, tell you someone will contact you and get you off the phone. I have used this company multiple times but this was the first time I ever had to contact them for a problem, needless to say I will NEVER use them or recommend them again.

Desired Settlement: A review of the conversation that they insist the rep did not assure me the hotel would accommodate 2 Adults and 2 kids in EACH room.

Business Response: Initial Business Response /* (1000, 5, 2015/11/16) */ November 16, 2015 **** ****** *** *** ****** Rd. ****** VA XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with TownePlace Suites by Marriott Baltimore. I understand you are dissatisfied with your recent hotel booking because the room did not accommodate the number of guests which you said was misinformation provided by our travel specialist. We apologize for the inconvenience this has caused you. All rooms booked through Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties may offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible. Upon investigation, we found out that our representative confirmed you would receive a room to accomodate 4 people with our hotel partner. Based on this information, I have decided to make an exception with your booking. To further assist you in this matter, I am more than happy to refund the amount you paid for a 3rd room. Please send us an email attachment with a copy of the hotel receipt of the additional room at ***************@hotwire.com. Please be advised that this may take 7-10 business days upon receiving your receipt. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 12, 2015/12/21) */ I have been waiting for the refund to be processed before I submitted a reply on whether I accept the reply or not, now it appears the case has been closed. I received an email on 11/22/2015 which stated the refund would be issued within 1 -2 business days. I still have not received the refund and have emailed several times and and continue to get that there working on it and has been forwarded to the correct department. But with almost a month from the original email I don't think they intend to resolve the issue.

2/7/2016 Problems with Product/Service
2/7/2016 Billing/Collection Issues
2/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Didn't inform me that the car rental would do a credit check. I never received the product and no refund issued. To whom it may concern, Hello my name is ***** ******, Hotwire itinerary # XXXXXXXXXX. I booked a car rental at Boise, ID airport on 1/4/2016 for pick up at 10:00 am. I payed my rental cost via debit/checking card with a Visa logo attached to my verified PayPal account. During the entire booking and check out process on Hotwire.com I was never informed that the car rental company YOU chosen for me (Hertz) will run a credit check in order to finalize the car rental pick up at the airport terminal. Also your terms of use doesn't state that your affiliates will optimally decide if you will receive the car rental on a approved credit check. The Hotwire.com conformation email even stated that "You do not need to reconfirm with Hertz or Hotwire." The conformation email also says that all I needed was my receipt, Driver License and the debit card used to purchase the car rental due to the fact there is a $200 holding fee. I feel that this is false advertisement and entrapment! I am requesting for a full refund for the amount of $111.01 due to the fact I never received the service and product. I would also like to suggest that Hotwire.com include/UPDATE on the check out page/terms of use policy to include and inform customers that the car rental companies will conduct a credit check and upon successful credit check, than you may receive the service and product you paid for using Hotwire.com as your booking agent. Regards, ***** ****** ADDITIONAL DETAILS: Case is being handled by another organization: PayPAL

Desired Settlement: I am requesting for a full refund for the amount of $111.01 due to the fact I never received the service and product. I would also like to suggest that Hotwire.com include/UPDATE on the check out page/terms of use policy to include and inform customers that the car rental companies will conduct a credit check and upon successful credit check, than you may receive the service and product you paid for using Hotwire.com as your booking agent.

Business Response: Initial Business Response /* (1000, 9, 2016/01/29) */ January 29, 2016 ***** ****** **** N **** **** Rd **** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hertz Car Rental. I understand you are dissatisfied with your recent car booking as you indicate you were not informed the agency may require credit check when using a debit card. As such, you requested a refund. When booking a car rental on our Web site, we require customers to select whether they are using a credit card or debit card for deposit. If customers select they are using a debit card, they are them prompted to select whether they are a local renter or if they are travelling with proof of a round trip ticket. Additionally, some rental agencies require a credit check. We do not proactively provide this information to our customers as this only varies depending on rental location. Upon review, I contacted Hertz and I learned they require soft credit inquiry for debit card users which does not affect your credit report. And if a customer is denied service upon arriving to the agency for not meeting the rental requirements, we recommend contacting Hotwire Customer Service at X (XXX) XXX XXXX. After further review, I confirmed you contacted us on January 4, 2016 to inform us you were unable to pick up the car due to the credit check requirement which Hertz verified. As an exception to your non-refundable reservation, I am able to honor your refund request in the amount of $111.01. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 11, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept your offer of a refund, thanks!

2/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: refund promised.. Wrong information - no ANSWER. I have spent over two hours trying to reach someone in customer service. They told me they were going to cancel my reservation and issue a refund due to severe asthma at a pet friendly hotel which was not advertised. Then when I would not rebook another hotel at an extremely HIGH rate, she got mad, said she would not refund and hung up!! I have been attempting to contact someone since then 2.5 hours and am left on hold forever, told they cannot find my itinerary, yet no cancellation. They LIED AGAIN, there is still the same active Itinerary. Still no answer or accountability, been transferred and on hold forever, my mom is in the hospital and I was trying to change to San Diego to be near her bedside; that's when the CSR today said no reservation - another lie. Going to dispute with my bank, and cannot deal with this egregious lack of accountability!

Desired Settlement: Immediate Refund of $154.00 dollars in addition to the 30 dollars from the hotel directly since they did not CANCEL - also the room was 20 dollars cheaper when I called.

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ January 15, 2016 ********* ***** *** W. *********** Circle ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with The Westin Mission Hills Golf Resort & Spa. I understand you did not want to stay at a pet friendly property due to your medical condition. As such, you requested a full refund. When Hotwire customers search for hotels on the Web site, the search results show the property type and amenities offered by each establishment. Customers can then choose the place they want to stay based on amenities and property type that best suit their needs, such as Smoke Free Rooms, High-Speed Internet Access, Pet Friendly, or a Pool. I checked on your reservation and learned that the amenities upon booking listed are; "Resort, Free parking, Pet friendly, Smoke-free rooms, Fitness center, Pool(s), etc". We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized. Prior to completing your booking, you selected a box stating you read, understood and accepted those Terms of use. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed you were given an exception to be rebooked at a different hotel and which you declined. To further investigate, we have contacted the hotel and confirmed that the reservation was utilized. As such, we are unable to honor your request for full refund. We do place great value on your feedback and will be sure to keep your comments on file. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Scammed by Hotwire, booked a hotel that is undergoing renovation. 3.5 star instead of 4 stars. Booked a Hotel in Singapore for dates Dec 20 till 23rd vide. Hotwire itinerary XXXXXXXXXX. The advertised hotel was supposed to be a 4 star with big names such as Mariott, Sheraton and Holiday Inn etc. On booking realized that I was booked in a 3.5 star hotel "Link Hotel" that is undergoing renovation. http://www.linkhotel.com.sg/ Numerous emails have resulted in only policy repetition copied and pasted in the email. No efforts to resolve the issue. If one takes into account Hotwire booking fees and taxes the cost of the hotel room come much higher hen the advertised rates of 79 $. It is a scam and I feel cheated and exploited.

Desired Settlement: I would like Hotwire to either cancel my reservation and refund me the money or make an alternate reservation on the similar dates in a 4 star hotel in Singapore. They should also improve their customer service.

Business Response: Initial Business Response /* (1000, 8, 2016/01/05) */ January 5, 2016 ****** ****** XX-XXXXX, **** Ave., ****** ******* ** ****** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Link Hotel in Singapore. I understand you are dissatisfied with your recent hotel booking as you indicate that the hotel is under renovation. As such, you are requesting a refund. Hotwire appreciates your feedback. We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order. In this industry, hotels frequently undergo construction or renovation. They may or may not accept bookings depending on the construction and its impact to guest's stays. We guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Upon reviewing your account, I confirmed one of our Travel Specialists contacted the hotel and talked to Baenen. The hotel representative verified their rooms are fully renovated and no longer under construction at the time of your booking. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, **************** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 10, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because Hotwire was involved in shabby marketing practices. The fact they hide that the hotel was undergoing renovation is good enough to qualify them as using dubious marketing tactics, furthermore the hotel is far from a 4 star hotel. It is at the best 2.5 Very bad experience with Hotwire and I will never use it again. People please stay away from websites Hotwire and its sister company Expedia. Final Business Response /* (4000, 12, 2016/01/27) */ January 27, 2016 ****** ****** XX - XXXXX, ****************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel at the Link Hotel in Singapore. I regret you remain displeased with your recent hotel booking, as thehotel was under renovation and you disagree with its star rating. As previously mentioned, in this industry, hotels frequently undergo construction or renovation. They may or may not accept bookings depending on the nature of the construction and the impact to guest's stays. Upon further investigation, I have confirmed that during your stay the property had minor renovations. As such, please accept 75 HotDollars as compensation for any disturbance the construction may have caused. We applied this credit to your account under ************@gmail.com. HotDollars are equivalent to US Dollars when used to book Hot Rate(r) Cars rentals and Hot Rate(r) Hotels reservations. Your HotDollars will expire one year from the date of issue, January 15, 2017. As I have also confirmed, you were able to utilize the reservation. Therefore, I am unable to honor your request for refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future.. Best regards, ************* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (2000, 14, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no choice.

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire scam: Advertised a 69% discount on $665 4.5 star room for $277 what was given was a hotel not in same class or price advertised or % discount I booked a hotel on Hotwire: Itinerary #XXXXXXXXXXX for Jan 14,XXXX X night in Napa Valley, Ca. Hotwire is a blind booking site where you do not know what hotel you are going to get but you do know the class of hotel, star rating and discount advertised. I chose the advertised special of 69% off a $665 room with a 4.5 star rating for total of $277 on my Citi simplicity MasterCard . What I got was a lie, false representation of product, bait and switch. The hotel they assigned to me was never at a discount of 69% in fact I paid more money for the hotel than if I booked it online myself. The hotel does not have any rooms priced at $665 The assigned hotel is Milliken creek inn & spa This false advertising and representation is costing customers hundreds of dollars by their wrong doings. Hotwire customer service was abysmal. Robots reading their propaganda and not listening to their customers. The representative admits that the 69% deal did exist but not for my date so instead of saying that it is not available they gave me a room that is not discounted at all, not in the same class nor in same star rating. I called customer service and they jus recited their script. I have a very valid case. Please help me get a refund

Desired Settlement: It is simple: Cancel the hotel reservation and refund me the money.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ******* ****** *** ********* ** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Milliken Creek Inn & Spa. I understand that you are dissatisfied with the savings you received on your hotel booking. As such, you requesting a refund. Allow me to clarify how the savings provided on our site was derived. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 3.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. 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. We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates(r) are non-refundable and non-changeable. I can assure you that your Hotwire Hot Rate(r) was booked at a great savings, which is why it is backed by our Low Price Guarantee. Based on that information, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ********, I spoke to you on the phone at length about my dissatisfaction with lack of any savings or discounts received. You stated on the phone that the 69% off a room of $665 was not available for my date of stay and I was assigned Milliken Creek. If there was no availability for the advertised room then a prompt should have stated "deal not available". The room assigned at Milliken Creek provided no savings or discount, in fact, it was a few dollars less on the Milliken creek website and other travel websites. Your Hotwire website advertises low rates and great savings. You did not provide any discount or savings and this is a misrepresentation of your company's business statement. I am disappointed that your company would continue to deny the truth in this case. Plain and simple, there was no discount or savings because the room advertised (69% off a $665 room) was not available on my date per your statement on the telephone. I was assigned a room with no discount or savings and I deserve a refund. Thank you, ******* ****** Final Business Response /* (4000, 9, 2016/01/15) */ January 15, 2016 ******* ****** ************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Milliken Creek Inn & Spa. I regret you remain dissatisfied with the handling of your situation. You feel you were misled on the amount of savings you received. As such, you requested a full refund Based on the information previously provided, we strive clarity on our website where information about savings are provided prior booking, whereas stated: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates." If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. With that, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of booking. My decision remains the same; I am unable to honor your refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: How Hotwire booked a Hotel for me which was shut down 6 months ago and I found out 2 days before the trip. A Brand never to be Trusted again!!!! I booked a 3 nights stay with Hotwire for a trip to Cancun, Mexico from 30th december to 2nd January 2016. Booking was made on 24th November and I was given a choice of 3.5 star international chain of hotels. Final booking showed some local property (Mallorca suites) and following 4 weeks, I tried to reach them via email,call but in vain. In between, I called customer Service of Hotwire 3 times to confirm if this is a good property to stay with 2 young kids since I am unable to make a contact. On December 26th I went to trip advisor and found out that this hotel was closed in June 15 and to my shock, hotwire team was not even aware of it. They finally placed and call on property on 27th december and decided no one is responding so agreed to refund my booking. Now 2 days prior to my trip I have to select another property for $654 (difference of almost $360) and hotwire refuses to compensate for financial loss I incurred due to their error. What a customer experience???

Desired Settlement: I paid $360 extra for last minute booking for new hotel and responsibility lies on them to compensate me for their misrepresentation of facts!!!

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ January 12, 2016 *** **** **** E. ***** Way ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Mallorca Hotel & Suites. I understand your dissatisfaction stems from finding out that the hotel is no longer operational. As such, you are requesting reimbursement for the alternate accommodation you have made. First, allow me to apologize for any inconvenience or frustration this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. Upon further investigation, I have confirmed that the hotel is no longer operating. Due to this, we will refund the difference in rate of your new booking. In order for us to process the refund, please email your documentation as an attachment to us at ***************@hotwire.com: - Copy of the receipt of the new reservation - Credit card statement After we complete our review which takes seven to 10 business days we will contact you of the outcome. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/1/2016 Delivery Issues | Read Complaint Details
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Complaint: out of two rooms booked for two nights, one room had only one night stay on it thought hey communicated to us saying two nights I booked two rooms in La quinta collinsville through Hotwire with itenery XXXXXXXXXX and XXXXXXXXXX. HOTWIRE sent information to us through email that both rooms are booked for two nights at La quinta Collinsville. We checked in hotel on Nov 13ths 2015. when we finished our day trip on Nov 14th and came to room, all the lug gages for the room we booked through itenery XXXXXXXXXX is thrown out. When we enquired La quinta, they said that the room is booked just for one night. at middle of night (around 12), we really did not know what to do since there is no room available at La quinta. when we called HOTWIRE, they apologized and said they are willing to book another hotel or refund one day's worth of amount. I said at the middle of night we can not travel to another location with kids with us and asked to refund the total amount of both the rooms (90.96 + 90.96) sicne the whole service is worthless that time. They did not agree since we "enjoyed" one night stay and I did nto want to argue further considering the situation what we were in. It is the worst response I could get considering what we have already gone t we through. finally we decided all people to say in single room for second night (booked in itenery XXXXXXXXXX) since La quinta manager agreed to that considering our situation since all other rooms were occupied in La quinta. It is really worst service I got since they did not consider what we have gone through since it is not just matter of day stay is spoiled but the entire vacation is spoilt as we had to stay outside hotel with kids working out whats the options at the midnight for almost 3 hours. Thankfully the La quinta allowed to stay every one in single room. with 4 adults and two kids managing one whole night in one twin bedroom room, it was worst experience I ever had on hotel stay. Hotwire customer service did not seem to understand what we have gone through and just refund for one room's partial stay. it is totally un acceptable.

Desired Settlement: I would like to ask refund on both itenery since both the itenery's service is spoilt as we did not enjoy what we booked for.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ January 12, 2016 *********** ******************* **** ** ******* Dr Apt ** ************ ** In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX Dear ***********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservations with La Quinta Inn & Suites Collinsville. I understand that you were not able to utilize the second night on one of your reservations as the hotel record only show confirmed booking for one night. Therefore, you are requesting refund on both reservations. According to our records, we were able to confirm the situation when you initially contacted Customer Care on November 14, 2015. As such, we attempted to resolve this by rebooking you into a different hotel and cover any difference in rate for the new hotel. Or refund the unused portion of your reservation plus 25 Hot Dollars. However, you declined and choose to stay on the other reservation with the permission of the hotel. Allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. I apologize for the inconvenience this situation has caused you. While our Hot Rate(r) bookings are non-refundable in origin, I am willing to extend an exception to refund the night that you were not able to utilize in your reservation. A refund in the amount of $45.48 was processed back to your Visa ending in ****. It typically takes 1-2 business days for the funds to return to your financial institution. Furthermore, it is up to your financial institution as to when the funds will be available for use. Please accept our sincere apologies for the inconvenience this situation created along with a credit of 25 HotDollars. We have applied 25 HotDollars to your account under ********@gmail.com. Hot Dollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservations. These Hot Dollars are valid for up to one year, expiring on January 12, 2017. Based on the information provided above, I am unable to honor your request for a full refund We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Made a reservation through HotWire on January 4, 2016. They never sent the receipt or itinerary. Hotwire withheld my receipt and itinerary after making a reservation on 1/4/16. I canceled the transaction through my credit card company since I did not even get a receipt or my itinerary. Hotwire is claiming that I cannot get a refund. I want my full refund and apology. To date, I have not received either my receipt or itinerary from the transaction on 1/4/16

Desired Settlement: Full refund and apology for the problem

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ January 14, 2016 ***** ****** XXXXX ***** Ave **** ************ ** XXXXX In response to BBB case number XXXXXXXX, Customer's email ***********@att.net Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hotwire reservation. I understand you made a booking on January 4, 2016, but was unable to receive a confirmation email regarding the booking. As such, you are requesting for a full refund. I apologized for the inconvenience this situation has caused you. Allow me to assure you this issue is not typical as to what customer can expect from booking with Hotwire. I attempted to locate the information referenced in your first and last name and email. I was unable to pull up an account, Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification: - Email address associated with the account - First and last name of the primary guest - First and last name of the account holder - Phone number associated with the account - Reservation number - Zip code associated with the account Once we receive this information, we will be able to search further and provide you with a response to your inquiry. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire offered a hidden hotel at one price, but checking in to that hotel would have resulted in a significantly higher price than advertised. While travelling recently with a pet canine, I used the Hotwire app for Android to search for pet friendly hotels. Hotwire presented a hotel that was pet friendly for $113.76 but did not list the additional fees or name of the hotel so proper research could be completed. Once booked, the hotel name was revealed and I checked with the hotel regarding their pet fee. The fee was $75- much higher than most hotels (750% of the hotel in which we ultimately stayed)- and 66% of the reservation fee itself. I called Hotwire to complain about this and attempted to cancel and they indicated that all sales were final and they weren't going to refund the reservation. We did NOT stay at that hotel, instead choosing a different hotel directly through their site, with a pet fee of $10.

Desired Settlement: I am seeking to be refunded the 113.76 for the reservation I tried to cancel because of deceptive and hidden fees.

Business Response: Initial Business Response /* (1000, 5, 2015/12/31) */ December 31, 2015 ******* ******** **** S ****** St, ** ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation in Oakland - Pittsburgh Southside, Pennsylvania area. I understand you are dissatisfied with your recent hotel reservation as the hotel charged you $75 for pet fee. As such, you are requesting a full refund. We strive for clarity on the site. Customers can choose the place they want to stay based on the amenities that best suit their needs, such as pet friendly. If an amenity is listed, we guarantee it is found at the hotel. While we work to ensure the amenities provided upon booking are available, we cannot guarantee they will all be in service during your stay or if there's any fees. During the booking process, we mentioned the following: "Some amenities may only be available in some rooms or units. Some amenities may incur additional fees." Our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are unable to post certain specifics about the hotel such as pet fees, parking services and any associated fees. Rather, we can only mention there may be a charge as stated on the final billing page. If a hotel opts to charge pet fees, it is treated as any other incidental and is not included in your Hotwire rate (i.e. room service, phone calls). Any parking fees incurred must be paid directly to the hotel, usually at check-out time. As stated, Hotwire is unable to post certain specifics about the hotel such as parking availability, parking services and any associated fees. If we were to mention specifics, it may allow our customers to determine what property they are receiving. This would break our agreement with our partners to keep them anonymous until the booking is completed. Based on the information above, I am unable to honor your request for a full refund. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) To reiterate and clarify, I never did stay at this hotel and was not subject to the pet fee, but I was charged by Hotwire for the initial reservation. Despite the claim "We strive for clarity on the site" and the basically hidden and broadly stated fine print associated with terms "may incur additional fees" there is an expectation that such fees will be fair and reasonable. My experience, as previously stated, subject me to fees that were not fair, not reasonable and not researchable. Final Business Response /* (4000, 9, 2016/01/22) */ January 22, 2016 ******* ******** ****************************** XXXXX-XXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel booking with Hyatt house Pittsburgh. I regret you remain dissatisfied with your hotel reservation as you feel the pet fee rate was not reasonable. As such, you requested a refund in full. As previously mentioned, our Terms of Use indicates that you will pay the hotel directly for additional charges, like room service or resort fees. Additionally, the amount of these potential fees is at the discretion of the property. We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will forward your comments for possible future improvements to the website. Customer feedback helps ensure we are able to continually meet and exceed the high standards Hotwire customers have come to expect. Based on the above information, our decision to not refund your reservation remains final. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's clear this company wishes to justify and continue its deceptive practices by not providing its customers with a clear definition of the total costs associated with using their service. In time, enough reviews and reports will expose and hurt them, but I am disappointed I had to be a casualty of doing business with this company.

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Health hazards, refusal to refund, and was berated and curced by hotel staff. Trip insurance company refused to honor. Company HotWire was used to book hotel and insurance was also purchased. Upon check in 12/05/2015 to red carpet unn in Scranton PA, room conditions noted and attempted to cancel reservation. Hotel refused and call was placed to HotWire for assistance. Hotel staff cursing at us for calling hot wire, refused to refund or change room. Haywire notified of extreme unsafe conditions and said they were unable to help or refund money. Room had no locking door, broken mirror with glass shards in carpet, birty sheets and towels. cigarette burns in blankets, floor, and curtains. Rust filled tub, broken and missing shower Handel. Urine in tiolet, blood dried on sink,and water dripping on open eelectrical outlets. Outlets held in place by burnt tape, and bugs on the floor. HotWire was immediately notified of management swearing at us, refusal to refund and refusal to change room. Hotwire refused to help refused to refund cost. Allowed consumer to book and use a hotel that needs to called into department of health for violations.

Desired Settlement: Refund of room rental charges. That hotel should also not be an acceptable hotel advertised/ represented by HotWire.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ***** ********** *** ********* AVE ************* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Red Carpet Inn & Suites - Scranton, PA. I understand that you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. As such, you are requesting a full refund. We guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. After reviewing your account, I confirmed that you contacted us to share your concerns on December 5, 2015, the day of check in. Our Travel Specialist contacted the hotel and spoke to *****, who stated they would provide a new room. I verified with the hotel that you did not accept the new accommodation. Based on the above information, I am unable to honor your refund request. For the inconvenience, please accept 25 HotDollars that I applied to your account under **************@gmail.com. HotDollars is equivalent to US Dollars that can be used on your future Hot Rate (r) hotels and Hot Rate(r) cars which is valid for a year. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel staff "*****" as you stated, in fact did NOT offer nor provide an alternative room. In fact as I stated in my original complaint the hotel staff was rude, abrasive, disrespectful and took no accountability for their unsafe room conditions. It is appalling that they would expect any satisfaction with the health hazard filled room. Final Business Response /* (4000, 9, 2016/01/17) */ January 17, 2016 ***** ********** ***************************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Red Carpet Inn & Suites - Scranton. I regret you remain dissatisfied with the handling of your situation as you stated in your letter, ***** did not offer alternative rooms and was disrespectful. I apologize for the inconvenience this has caused you. Based on the review of the incident, we were informed by the hotel that they offered alternate accommodation, however, it was declined as you did not want to stay at their property. As previously mentioned, if there is a quality concern in the room, we first want our partners to rectify the situation with a change in rooms. If the issue still persists, we recommend contacting Hotwire Customer Care at X (XXX) XXX - XXXX for assistance. Because a contact was not made to Hotwire after you were informed the hotel will reaccommodate your reservation, please understand our options are very limited. As such, our decision to not refund your reservation remains final. Please accept additional 25 HotDollars for the offensive treatment you experienced at the hotel. HotDollars are equivalent to US Dollars that can be used in booking HotRate(r) Hotels and HotRate(r) Cars and is valid for 1 year. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is now multiple times that I have responded to the initial complaint. My information submitted has not changed. As stated multiple times the staff at the hotel was rude, disrespectful, abrasive and DID NOT offer/ provide alternative accommodations!! This issue has yet to be resolved adequately and I am more than did satisfied with your customer relations as far resolution of issues.

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked a car rental through Hotwire for 14 days, paid $296.11. Hotwire only gave Hertz 13 day rental and $241.13- I had to pay and pay again. Refund?? On September 30, 2015 I booked a car rental through Hotwire for 14 days and paid a total of $291.11- booking number XXXXXXXXXX. I arrive at Hertz at the Boise airport and an informed I need to pay additional money for my rental. When I inquired- a hertz informed me that Hotwire only sent them $241.13 for my reservation and it was only 13 days, so I had to pay them an additional $74. I called Hotwire on December 20, and was on the phone for over an hour and the customer service representative called hertz in Boise and confirmed the Hotwire error and that I was due a refund as I double paid. I was then transfers to **** the supervisor who informed me that I would be receiving a phone call within 2 business days regarding my refund to my visa. No phone call came. I called again to Hotwire on December 26, once again even though I gave them my case number of XXXXXXXXXX- I was on hold for over an hour and they called hertz and confirmed again their error. Once again, I was told I would receive a call in 2 business days. I sent emails with all the documentation and receipts on December 30, January 3, January 5, January 8 and none of been responded to and I still have non refund for overpayment. I have sent multiple Facebook messages and they deleted my postings on their page. My emails were sent to the addresses they told me to send them to (***************@hotwire.com, *************@hotwire.com). I will be filing a claim with my credit card now since they have not responded in 3 weeks.

Desired Settlement: Refund of my full reservation of 291.11 as there has been no response regarding my double payment to hertz.

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ January 22, 2016 ****** ******** **** ******* Ave ** *********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your Hotwire 14-day reservation with Hertz Car Rental. I understand you are dissatisfied as it appears they have the reservation for 13 days which incurred you extra charges. As such, you requested to refund the extra charges amounting $87.06. After reviewing your account, I confirmed the reservation with Hertz showed as a 13-day car rental instead of 14 days, and an extra charge of $87.06 was collected by Hertz for the extra day. I recognize this situation is less than ideal. I can assure you this experience is not typical of what our customers can expect when booking with Hotwire. Based on our previous phone conversation, your refund in the amount of $87.06 has been issued on January 21, 2016. Refunds typically takes 1 to business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took a very long time (6 weeks) and if I hadn't filed a claim with BBB I would still be fighting for my refund 2 months later. Customer service communication should be prompt and efficient. The faxes and emails "lost" even though noted as received in the Hotwire system is unacceptable.

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On the mobile app it let's you choose which currency ie:cdn , then when you are billed it charges you in usd. Booked a hotel which I believed I was paying in Canadian currency... Then when I checked my visa statement I was charged in usd. Even the email receipt I received was in Canadian currency. Tried to call customer service to report this and was hung up on many many times. Finally was able to speak with a supervisor who reassured me that someone from corporate would be getting back to me, but they never did. I could have gotten a better rate by just booking straight thru the hotel if I would have known that I would be charged in american dollars. All I want is to be refunded the difference in price from Canadian $ to American $.

Desired Settlement: Refund the additional cost due to unknown exchange rate

Business Response: Initial Business Response /* (1000, 5, 2015/11/26) */ November 26, 2015 *** ***** *** ****** St *********** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Novotel Toronto Vaughan Centre. I understand you are dissatisfied with your recent hotel booking because you were charged in USD as you expected to be billed in CAD. As such, you are requesting a refund. After checking your account, I confirmed you booked the reservation on our Mobile Application for the Android. Our Mobile Application works the same as the website on desktop where it will allow you to select the currency you wish to be billed in. At Hotwire, we strive for clarity on our Web site. Because customers are charged at the time of booking and are typically non-refundable, we are sure to point out booking details such as reservation dates, times, and airport location(s) along the booking path. Upon completing the booking on our site, a confirmation page populates disclosing the full booking details. As stated in your letter, you received the email receipt showing the charges in CAD. In that case, we are more than happy to review the information you received. In order to do so, kindly send an email attachment to ***************@hotwire.com with the copy of the email receipt you received. Upon receipt, we will be able to fully review and process the necessary action for your claim. Again, we thank you for the opportunity to address the issues that have been brought to our attention. We appreciate your business and regret his Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will send an attachment of my receipt to customer support...but I will not accept any other resolution other than the refund of the difference from cnd to usd. Final Business Response /* (4000, 17, 2016/01/22) */ January 20, 2016 *** ***** *** ****** St *********** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel reservation with Novotel Toronto Vaughan Centre. Thank you for sending the additional information to review your refund request. As previously discussed, as our customers are charged at the time of booking, our reservations are non-refundable. Our Mobile App requires a customer to proactively change the currency they wish to be billed in. After further review, the documents we received do not confirm that the reservation was booked in CAD. Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 20, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clear that hotwire is content with losing long time customers. This whole dispute is over $40 Canadian and it appears that this amount is the breaking point where the company says "hold up here... We will go bust if we approve this refund". I still believe I am right and will do everything in my power to fight this. I don't agree with this resolution and that they will not sway from their opinion that I am wrong. I won't be happy until I get my refund

1/28/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Their system kicked me out and didnt book my reservation and was charged for half of my reservation. I was shopping around to book a trip with my family to San Juan, PR. I was booking it online and it was going great. Until the price changed from apprx. $1700 to over $1900.00. I didnt understand why. I clickd back to confirm all info is correct. Which it was. There system kicked me out. I re-did the reservation for flight and rental. The problem was our credit card was charged for rental and we had to call custoemr service. I did. One represenative confirmed all info and price.I requested to be compensated with discount or coupon for the inconvience their website had caused. She transfered me to someone who can help. I advised the situation and was bounced around a couple times. I advised another rep the situation and she advised it was due to our credit card for NSF. The credit limit on the credit card is high and was disappointed to hear this from a company after our rental was still charged and made no sense. I spent over 3 hrs with the searching, booking, calling cust serv., and being transfered few times due to their system kicking me out. I was advised that her hands are tied and cant do anything about it. Again, I became more disappointed with their service and the way I was being spoken to. I requested a manager. I advised the situation once again. I requested to move forward but will like to be compensated for their service going down. They still refused. I did not get proper customer service and I was held liable for their system error. Everything needs to be cancelled. Reservation under **************

Desired Settlement: I wanted to be provided with a discount, promo code, etc for the system failure and my flight/rental not being booked but being charged.

Business Response: Initial Business Response /* (1000, 5, 2015/12/03) */ December 3, 2015 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting **** V to please provide an itinerary number and the email address associated to the customer's account. This information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist further. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to have the email be view to the public.

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: hotwire refused to refund my money within their refund period i booked flights for 4 people. a couple of months after booking these flights two of the people had to move for employment. i changed the booking to reflect their new residency and they decided the two people whose tickets they were didnt want to pay the additional $1125 amount to change the two tickets so they wanted to cancel. i contacted hotwire to cancel and obtain a refund and the phone operator told me that they would not issue a refund and that instead they would keep MY money in their accounts and supply me with a credit to purchase flights at a later time but would also charge me an additional $200 per flight to use this "credit" which is again MY OWN MONEY.

Desired Settlement: for unethical and fraudulent business practices this company owes me a full and unqualified refund for the original purchase price of the two tickets PLUS the additional amount to purchase the change to the tickets (exactly $1557.20 total). i will accept this payment by certified check ONLY sent via certified overnight mail.

Business Response: Initial Business Response /* (1000, 8, 2015/12/03) */ December 3, 2015 Better Business Bureau Hotwire - Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 **** ********* (BBB complaint #XXXXXXXX) regarding the flight reservation refund request. Our records show on June 10, 2015, Mr. ********* self-booked a Hotwire.com flight reservation for four passengers *** booking number XXXXXXXXXXX, with a travel commencing on December 19, 2015. We understand from Mr. *********'s complaint, due to personal reasons he inquired about changing the flights for two of the passengers *** was advised an additional amount would need to be paid. The customer requested to cancel the reservation instead but a refund was denied. Mr. ********* also stated, a customer service agent advised him a credit would be given to be used to purchase future flights with a $200.00 fee. Mr. ********* is requesting a refund for the amount needed to change two tickets plus a full refund of the two remaining tickets. Upon researching the customer's complaint, we can confirm Mr. ********* brought this matter to our attention on November 6, 2015. The customer was advised of the Airline's cancelation policy that states, ticket is non-refundable and a $200.00 per ticket fee will be charged for any customer initiated change requests prior to the departure date. Mr. ********* was also provided with the airlines' rules and restrictions as well as the cancelation policy at the time of booking. Hotwire acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Hotwire can only advocate on the customer's behalf related to any refund requests. Based on the information provided above, we are unable to honor Mr. *********'s request for a full refund of the flight reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 10, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) they charged me to change the tickets and when the persons whose tickets they were refused to pay the additional fee i tried to cancel their tickets within 24 hours IN ACCORDANCE WITH THE LAWS REGARDING THESE TYPES OF PURCHASES. this is unacceptable. and i have contacted my bank to pursue fraud charges against hotwire. i will never be using hotwire again. worst customer service ever.

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Added charges to final bill. on 12/26/15 i booked a room for 4 people on hotwire, total with taxes was $85. Upon arrival at the hotel the only room they were able to get us was 1 bed for 4 people, according to the hotel rep this was a problem that had been previously caused by hotwire so they told me to call them . I called hotwire, got transferred around about 4 times until i finally spoke with someone. I tell her the issue,then tells me i have to upgrade my room meaning i would have to put up an extra $56 plus tax that I didn't have to spend on a room, and they would immediately refund me instead of just upgrading my room. it has been about 3 days since i emailed my receipt and have had no one acknowledge me in any way and I am now getting overdrafted by my bank so in reality i paid $182 for a hotel room that was originally $85. I understand mistakes but from the beginning it just seemed they didn't care, if I had extra money to spend on the hotel i would have just done that originally instead of using hotwire

Desired Settlement: I would like to be paid the refund I was told I would be recieving and if I get any charges from my bank because of this, I want them refunded as well.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ January 7, 2016 ****** ****** **** * *** Ave ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your hotel at the Holiday Inn Hotel & Suites Tampa N - Busch Gardens Area. I understand your dissatisfaction stems from the room provided by our partner, as you were not properly accommodated based on the number of people you check in. As such, you are requesting to be reimbursed on the amount you paid to accommodate your group. At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings *** not always meet the needs of every traveller. However we guaranteed that all rooms booked with us will accommodate the appropriate number of guests in each room, based on the total number of guests provided and the number of rooms requested. I confirmed the rooms you received were unable to accommodate the number of guests you provided during booking. To solve this, you upgraded your room for an additional fee. Unfortunately, this issue does occur occasionally in the hotel industry and is not unique to Hotwire reservations. I apologize for any frustration or inconvenience this situation *** have caused you. I confirmed the refund for the upgrade fee was issued today in the amount of $62.72. Hotwire issues refunds in 1-2 business days. You *** contact your financial institution to find out when this amount will be available for use. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: After booking a holiday with Hotwire, I had no confirming email, was left with multiple pending bank a/c charges, & booking was slightly incorrect On 27/11/15 I booked a family holiday package by telephone with Hotwire from Durban, South Africa to Phuket, Thailand, and staying in the Deevana Plaza Phuket Patong Hotel, leaving SA on 04/01/16 and leaving PKT on 13/01/16 (4 of us) and 16/01/16 (my husband). My telephone call to the agent (****) commenced at approximately 9.00pm on 27/11/15. My request was for flights for 4 persons (as my husband would be making his own way to Phuket and back) while the accommodation was for 2 rooms for 5 people - 1 room from 05/01/16 to 13/01/16 and 1 room from 05/01/16 to 15/01/16 (as my husband would be staying on longer, actually until the morning of 16/01/16, although at the time I was unsure of how many extra nights he was needing). The Hotwire agent proceeded to book my holiday, phoning me back at 10.20pm (his phone number being +X-XXX-XXX-XXXX 'Arizona') after there was a problem with my bank allowing the amounts to go through and me having to increase the limit on my bank account. Eventually at approx 00.30am the agent said the holiday package would cost $6046 in total and then ran through the itinerary (ies) with me and said he would email confirmation of the booking(s) to me. He gave me 3 itinerary numbers: XXXXXXXXXXX, XXXXXXXXXXX and 12471636051 (the 4th one is XXXXXXXXXXX). He then rang off (at approx 0.45am) and I went to check my emails. Thirty minutes later, there still was no email confirming my booking. After sleeping and waking up later that morning, I checked my emails again and the email from the agent **** had still not arrived. I began to worry. That same morning I had a call from my bank's fraud department, asking if I was aware of any unusual transactions on my bank card, and I said I had just made some travel and hotel bookings and was just waiting for the email that would confirm the amounts. The bank told me there were 4 identical travel reservation amounts of $1649.22 each waiting to be debited to my account, as well as 2 identical flight charges of $2582.80 for Kenyan Airlines and various other flight and travel reservation amounts ($720.80 for SAA, $496.40 for Thai Airways, $510.86 for travel reservation, $63.14 for travel reservation,$23.15 for travel reservation and $1 for Delta Airlines) I then proceeded to phone Hotwire to find out what happened to my itineraries being emailed to me. From 28/11/15 to 03/01/15, I have made about 12 telephone calls to Hotwire / Expedia and spoken to almost 20 different agents (some supervisors) all around the world and spent many hours on the telephone trying to obtain my itineraries and to get someone to email them to me. Every agent had difficulty locating my itineraries, saying the one originated at Expedia in Ireland, while another originated in the UK and another in the USA, and that my email address did not correspond with the one I gave them over the telephone. My husband and I have written numerous emails to Hotwire and Expedia customer care, as well as to the airlines and hotel to try and get confirmation of my holiday booking. Eventually I did manage to get email confirmation of 3 of my 4 itineraries, but by that time my husband and I were extremely frustrated and angry at Hotwire's / Expedia's lack of service. Furthermore, I established from the Deevana Plaza Phuket Patong Hotel, that the Hotwire agent booked 2 deluxe pool rooms for 8 nights (from 05/01/16 to 13/01/16) for 4 persons only, and not for 5, as I required. The Hotel said that if my husband were to join us to stay in one of the rooms from 05/01/16 to 13/01/16 then we would have to pay an additional 750 THB ($20.88) per night for the extra bed.

Desired Settlement: 1. Hotwire needs to email me all my itineraries with confirmation that the holiday package cost $6046. My itinerary numbers are: XXXXXXXXXXX, XXXXXXXXXXX, XXXXXXXXXXX and XXXXXXXXXXX; 2. Hotwire needs to reverse the extra 3 travel reservation charges of $1649.22 each (totalling $4947.66) which are pending on my bank account; 3. Hotwire needs to reverse the duplicate Kenyan Airlines charge of $2582.80 which is pending on my bank account; 4. Hotwire needs to reverse a $1 Delta Airlines charge which is pending on my bank account that I was not made aware of by the agent; 5. Hotwire needs to arrange for my husband to stay in one of the two deluxe pool rooms at the Deevana Plaza Phuket Patong Hotel for the 8 nights from 05/01/16 to 13/01/16 at no additional cost to ourselves. (Ideally, there should be one deluxe pool room booked for 2 persons from 05/01/16 to 16/01/16 and one deluxe pool room booked for 3 persons from 05/01/16 to 13/01/16. However, if my husband has to move rooms from 13/01/16 to 16/01/16 he is prepared to do so). 6. I would like to be refunded for the cost of the many telephone calls made to Hotwire / Expedia in trying to obtain my itinerary confirmations and information regarding my upcoming holiday. I do not have my telephone bill for this month yet, but I would estimate it to be approximately $52.15 (9hrs /540 minutes @ $0.XXXXX/minute)

Business Response: Initial Business Response /* (1000, 13, 2016/01/20) */ January 20, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department RE: Hotwire Case O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the Better Business Bureau allowing us time 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 ***** ******** (BBB ID number XXXXXXXX) regarding a package reservation. We understand the customer is requesting assistance with her hotel reservations. On January 15, 2016, we contact Mrs. ******** to acknowledge receipt of the BBB complaint but were unable to reach the consumer. Our records reflect that on November 27, 2015, an agent assisted the customer with booking four reservations. The first itinerary, XXXXXXXXXXX, was a package reservation for four travelers. The customer reserved two, one night hotel reservations at the Moshitametsi Guesthouse in South Africa checking in on January 4, 2016, and checking out on January 5, 2016. The round trip flight reservation was operated by South African Airways departing on January 4, 2016, from Durban, South Africa to Johannesburg, South Africa, and returning on January 14, 2016. The second itinerary, XXXXXXXXXXX, was a package reservation for four travelers. The hotel reservation was for one night at the Chan Kim Don Mueang Airport Guest House for four travelers checking in on January 4, 2016, and checking out on January 5, 2016. The round trip flight reservation was operated by Kenya Airways departing on January 4, 2016, from Johannesburg, South Africa to Bangkok, Thailand, returning on January 15, 2016. The third itinerary, XXXXXXXXXXX, was a package for four travelers. The customer reserved two, eight night reservations at the Deevana Plaza Phuket in Thailand, checking in on January 5, 2016, and checking out on January 13, 2016. The round trip flight reservation was operated by Thai Airways departing on January 5, 2016 from Johannesburg, South Africa to Phuket, Thailand returning on January 13, 2016. The fourth itinerary, XXXXXXXXXXX was a hotel reservation for one traveler. The customer reserved a two night reservation at the Deevana Plaza Phuket in Thailand checking in on January 13, 2016, and checking out on January 15, 2016. Each time a purchase is attempted on Hotwire.com, a credit card authorization is made to verify that the account has funds available for purchase. When payment is unsuccessful, the credit card company creates a temporary security hold on the funds. Most credit card authorizations fall off within 24 to 72 hours. However, each bank or credit card company policy is different. If any authorizations remain on Mrs. ******** credit card for these purchases, we are happy to assist the customer with contacting the credit card company. We can confirm we have had multiple contacts with Mr. and Mrs. ******** via email and phone regarding a copy of all itineraries. Our records reflect on January 2, 2016, Mrs. ******** contacted us and our agent was able to determine the email address associated with the reservations were incorrect; we were using *******@telkomsa.com. We then emailed the itineraries to the updated email address. In addition, our agent was able to review all of the charges the customer incurred and explained to the customer about credit card authorizations. We regret any inconvenience the customer encountered while resolving this matter. Despite the customer's recent experience with Hotwire, we do value her business. During that call, Mrs. ******** had stated one reservation was booked incorrectly; one traveler was not accommodated in a hotel reservation. While our records reflect all travelers were accommodated, we will review any receipts the customer may have that shows she incurred additional hotel charges for a possible refund. The customer can submit the receipts via the BBB Complaint system. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Initial Consumer Rebuttal /* (2000, 15, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for Hotwire's response. When Hotwire tried to contact me by telephone on 15/01/16, we were still travelling and not yet at home. 1. My bookings were given to me on 02/01/16 as stated by Hotwire, but I booked on 27/11/15 and had to make numerous phone calls costing ZAR346.80 (as per our telephone bill dated 27/12/15) in order to obtain our itineraries. Despite having sent many emails, Hotwire did not fix my email address and refused to assist until I got through to senior management and spent an exorbitant amount of time, effort and money to rectify the error. I request that Hotwire reimburse me for the cost of these extraordinary phone calls. 2. My initial booking request was flights for 4 persons, but accommodation for 5 persons. My husband was travelling from elsewhere and meeting me and our children in Patong, Phuket, for a holiday together. That is the reason for phoning Hotwire in the first place, as it was not a straight forward booking. I would have done the booking online myself if it was a straight forward booking. In addition, one would assume that I know that I have one husband and three children and I would not have made a mistake in counting the size of the family. Furthermore, prior to booking, I found out that The Deevana Plaza Phuket Hotel allowed up to three persons to stay in a room, so that I only needed to book two rooms and not three. The agent said it was possible to book flights for 4 persons and accommodation for 5 persons, and quoted me on that, and I accepted the quote. 2. I request a full transcript of the original telephone conversation, if possible, so that I can verify what was requested and what was quoted for. 3. Upon arrival, The Deevana Plaza Phuket Hotel charged me 6000ThB for the fifth person for eight nights, as they said the booking was for four persons only. I request that Hotwire reimburse me for this. 4. Please tell me how I submit my receipts through the BBB complaints system for costs incurred.

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased a hotel room thru hotwire. When I arrived there was no reservation. I gave them my card to charge independently, hotwire also charged me I purchased a hotel room on 8/220/2015 through hotwire. when I arrived on 8/23 there was no reservation. i gave them my card to charge, which it was for 174.98. However i was also charged though hotwire for 87.49 on the 22nd and 24th of august 2015. I never received those services as there was no reservation and I had to get a room with 2 double beds instead of one queen. I have contacted hotwire and also my credit card company several times to no avail

Desired Settlement: Hotwire to refund me the money for a reservation that was never provided.

Business Response: Initial Business Response /* (1000, 5, 2015/12/13) */ December 13, 2015 ******* ***** *** ********** St. ********** ** XXXXX In response to BBB case number XXXXXXXX, Customer's email ***********@yahoo.com Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your hotel reservation. I understand your dissatisfaction stems from the Hot Rate(r) Hotel reservation as upon arrival to the hotel they were not able to locate your booking. As such, you are requesting for a full refund. I attempted to locate the information referenced in your first and last name and email. I was able to pull up an account, however, I was not able to confirm the reservation you are referring to as there was no booking under it. Please reply associated with the account (this would have been provided at the time of booking), as well as two of the following identification pieces for security verification: - Hotwire itinerary number - First and last name of the primary guest - First and last name of the account holder - Phone number associated with the account - Reservation number - Zip code associated with the account Once we receive this information, we will be able to search further and provide you with a response to your inquiry. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Itin #XXXXXXXXXXXXX Guest ******* ***** Accoubt holder ******* ***** Phone XXXXXXXXXX Confirmation# XXXXX Zip XXXXX Final Business Response /* (4000, 10, 2016/01/12) */ January 12, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal California Complaint Department Re: Hotwire Case: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. Our records reflect that on August 21, 2015 Mr. ***** booked a two-night stay at the Captain's Inns and Suites from August 23, 2015, through August 25, 2015. We understand from Mr. *****'s complaint that he is seeking a refund for this booking. Mr. ***** stated that he arrived at the property and was informed that there was no reservation on file for him so he gave them his used his credit card to book directly with the Captain's Inn. According to Mr. *****, he contacted Hotwire and his credit card company for assistance but, was able to obtain a refund. According to our records, Mr. ***** contacted our office on September 1, 2015, requesting a refund. Our office reached out to the Captain's Inn on his behalf. We were advised that there was only one reservation on file and that it was booked through Hotwire. As a result we were unable to secure a refund. Hotwire is still unable to offer a refund under the circumstances. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service Final Consumer Response /* (4200, 12, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT ACCEPT their proposed resolution because I was still double charged. I have my credit card statement to prove it. Of course there was only one reservation because I only made one,through hotwire,however when I arrived it was not in their system and I had to book anither room without a reservation, hence the complaint. Just because of a computer glitch or whatever caused the problem I should not have my honesty questioned regarding this matter. I have used hotwire many times before without issue. However,this time I paid for a service that was not provided an I would like my money back. I have tried providing documents to hotwire however they tell me that I have the wrong itinerary number, no wonder the reservation was screwed up if they say it should be 10 and I have a 12 digit one. If they need any other proof such as a copy of my cc statement i would be happy to give it to them but again I don't like my integrity being questioned.

1/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Ticket purchased for $ 236.20 on Sept 18, 2015 at cancelled 10 min later well with 24hr time limit. Purchased new ticket for $ 340.20, Itin: XXXXXXXXX On Sept 18, 2015 **** ***** purchased a round trip ticket LAX to IND paying with his visa credit card for ******************************. Itinerary number was XXXXXXXXXXX. The dates were Oct. 2 and Oct. 11. Price was $ 326.20. (Copy attached) After realizing the mistake **** ***** call 10 minute later to Hotwire and cancelled that ticket (24 hr cancelation allowed). The operator suggested purchasing new ticket with the dates Oct. 2 and Oct. 12. The new Itinerary was XXXXXXXXXXX. The new price was $ 340.20. (copy attached) The first ticket new was used as Delta Airlines claims. The first ticket was cancelled and the second ticket was used. **** ***** called daily for a week the hotwire office, received written confirmation of the cancellation (copy attached) and promised that will be reimbursed within 2 days. That never happened. **** ***** never received reimbursement for the first ticket (XXXXXXXXXXX) of $ 326.20.

Desired Settlement: I am seeking a refund to my Visa card account that the ticket was purchase for the amount of $ 326.20.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ January 7, 2016 Better Business Bureau Hotwire - San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 Mr. **** ***** (BBB case number XXXXXXX ) regarding a refund. We understand Mr. **** ***** is requesting a refund for a flight reservation. On January 06, 2016, we contacted Mr. **** ***** to acknowledge receipt of his BBB complaint. Our records reflect on September 18, 2015, the customer self-booked a flight reservation for ********************** for travel on Oct 2, 2015, from Los Angeles, CA (LAX) to Indianapolis, IN with Delta and returning on October 11, 2015 under itinerary number XXXXXXXXXX for a total cost of $326.20. Travel insurance was purchase as well for the total of $23.00. The customer self-booked another flight reservation for ********************** leaving on October 02, 2015 from Los Angeles, CA (LAX) to Indianapolis, IN with Delta and returning on October 12, 2015 for itinerary number XXXXXXXXXXX for a total of $340.20. We can confirm Mr. ***** contacted us on September 18, 2015, to cancel itinerary #XXXXXXXXXXX, as he needed to change the return dates. The reservation was within the 24-hour courtesy cancellation period and was voided on September 18, 2015. As the reservation was voided within this timeframe, our records also indicate that Mr. **** ***** was not charged for this itinerary. The transaction amount of $326.20 was only a pending authorization; the amount should have fell off on his credit card or bank account within 24 to 48 hours. Mr. ***** did contact us again on September 23, 2015, regarding a refund. In reviewing the transaction history for Mr. ***** account, we have verified he was not charged for itinerary # XXXXXXXXXXX. He was provided a refund of the travel insurance on September 30, 2015, in the amount of $23.00. No further refund will be provided regarding this itinerary. We ask that the customer review his billing statements, starting with September 2015, to determine whether his bank released the pending authorization back to his account. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: This web site did not give me a chance to confirm the order on the billing page. It went directly from enter information to finishing the order. This web site did not give me a chance to confirm the order on the billing page. It went directly from enter information to finishing the order. I like to see a review of what I am ordering before I click confirm. They charged my credit card very quickly. It was for a hotel reservation and I couldn't make it. I had to confirm with my wife first. That's why I was waiting for a confirmation page.

Desired Settlement: I just wasn't my money back since I did not use the hotel reservation. A credit would be ok but now ideal.

Business Response: Initial Business Response /* (1000, 6, 2015/12/30) */ December 30, 2015 ******* ****** *** ********* Rd ********* ** XXXXX In response to BBB case number XXXXXXXX, Customers email: ********@gmail.com Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand you are dissatisfied with your recent Hotwire booking, as you were claiming that our Web site did not give you a chance to confirm the order on the billing page before completing the reservation. As such, you are asking for a credit in your account since you did not use the booking. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried to reach by phone and email without success. So we may locate the reservation you are referring to, please reply with the following information: - Hotel Reservation Number - 10-digit Hotwire Itinerary Number. Once we receive this information, we will be able to search further. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 8, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Confirmation Code : XXXXXXXXXXXX Hotwire Itinerary Number: XXXXXXXXXX Final Business Response /* (4000, 10, 2016/01/16) */ January 16, 2016 ******* ****** ***************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Trump Taj Mahal Casino Resort in New Jersey. I understand you were dissatisfied with your recent hotel booking as you indicate the trip summary was not provided before completing the booking. As such, you are requesting a full refund. We provide our customers with a final recap of all the information associated with the reservation for our customers to have the ease on finalizing the booking being that there are very limited options with regards to making adjustments on all Hot Rate(r) bookings. Nonetheless, a booking can only be confirmed once the Customer agreed and accepted Hotwire's Terms of Use and Privacy Policy. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) reservations. Based on this information, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 12, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not clear, and you actually offered me credit to your site which you then retracted. Plus, the discount wasn't even that big of a discount , it was maybe 5 dollars. So because of this you will have a bad review with the bbb and I will never make another reservation on your site. Very Smart.

1/27/2016 Delivery Issues
1/26/2016 Billing/Collection Issues
1/26/2016 Problems with Product/Service
1/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a booking on Hotwire for a hotel in Miami. Hotwire failed to send the payment information to the hotel. As a result the hotel charged us. BACKGROUND I booked this reservation on Hotwire for one night for my fiancée. The booking was paid in full when I booked it. Accidentally, I booked the reservation in my name and not hers. I was able to get her name added to the reservation. My fiancée checked into the Holiday Inn Miami Airport Hotel on Saturday December 12th, 2015. When she checked in they swiped her debit card. Upon checking the following day on December 13th, 2015 she noticed that there was a charge for the hotel room for the night. She told me about this and I informed her that the hotel stay was prepaid on Hotwire so she should not have been charged. ACTIONS As a result of her being charged, she queried the charge with the front desk and since I booked and paid for the reservation on Hotwire I contacted the hotel to query as well. My fiancée was informed by the hotel that Hotwire did not send over the payment information and as a result she was charged by the hotel for the stay. I was told the same information and the people that I spoke to said that I would have to contact Hotwire because it was Hotwire that did not send over the payment information. I called Hotwire customer service and I was told to send an email with the hotel receipt, etc. I did that and I received a reply saying that I would be contacted in 7 to 10 days. COMPLAINT Since that email, I have not heard from Hotwire about the status of my refund. I replied to the email that I was sent to complain that I have not heard anything and that obviously fell on deaf ears as I have not received an email about that either. This left me with no choice but to call the customer service today, December 26th, 2015. I spoke to one agent who said that Hotwire has called the hotel twice to speak with the accounts department but there was nobody there to speak with. This is unacceptable that Hotwire is not trying to resolve my issue with being charged twice. It is also unacceptable that I brought this to the attention of Hotwire on December 13th and this has still not been resolved yet. The only answer your terrible customer service had is that I should call back on Monday so they can call the Holiday Inn Miami Airport. Firstly this should have been resolved already and I should have been refunded. Secondly, Hotwire should be contacting me to update me, not me contacting Hotwire.

Desired Settlement: MY EXPECTATION I expect that Hotwire will refund me forthwith because I know full well that it should not take more than two weeks for Hotwire to deal with an error that they made. I will be making a complaint with the Better Business Bureau about this matter because this is outrages. If I am not refunded forthwith then I will file a claim in small claims court to get my money back. This is the last time that I will be using Hotwire for my travel plans unless Hotwire pulls off some sort of miracle to make this situation right and apologise for the poor customer service. I hope this email does not fall on deaf ears as well.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 05, 2016 **** **** * ****** Lane ******* ** ** ** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand you are dissatisfied as the hotel did not have your reservation. As such, you are asking for a full refund. On Hotwire, we service two types of hotel reservations: Hot Rate(r) and Hotels. For Hotels the details are provided prior to booking and *** be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hotwire Hot Rate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r). Unfortunately, this situation does occur occasionally in the hotel industry and is not unique to Hotwire reservations. In such situations, we ask our hotels to accommodate the customers as they are guaranteed payment from us. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. In review of your account, I spoke with the manager named ****** on December 26, 2015 and confirmed that the charges from the hotel were reversed and that charge was in error.He confirmed the only charge from the hotel was for an incidental meal. We also tried to get in touch with you to relay the message but wereas not successfulable to connect. However, we left a message on your voice mail. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I booked a hotel. I selected downtown Denver as my area. After paying, I was informed that my hotel is located in XXXXX, not downtown Denver. Hello, I recently booked a hotel using hotwire.com. Their website allows you to select a city and an area where you would like your hotel to be located. Upon processing payment, you find out which hotel you reserved. I selected Denver Downtown as my area. Instead of downtown, I received a hotel Ramada Plaza ************************* XXXXX, which is at least a 10 minute drive from downtown Denver.

Desired Settlement: I would like a refund or partial refund.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2016 ***** ******* XXXXX ***** St ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your Hot Rate(r) hotel reservation with Ramada Plaza Denver Central. I understand you are dissatisfied with your recent hotel reservation, specifically with its location. As such, you are requesting for refund. As Hot Rate(r) hotels are final reservations, we strive for clarity on the site. Because the neighborhoods we service often stretch beyond one specific district or municipality, we provide a map highlighting a green shaded area in which hotels of that neighborhood will be located. Since exact street location is not revealed until the booking is complete, it is important for our customers to review this map. In your case, the area selected was "Greater Downtown Denver". I have confirmed the Ramada Plaza Denver Central is located within the green shaded map defining that area. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

1/26/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: When booking on line from Canada with a mobile device you are unknowingly redirected to the US site and all currency is quoted in US dollars. When using a mobile device with Hotwire Canada you are automatically redirected to the US site. There are no notices or disclaimers to indicate this. The the booking itinerary does not indicate anywhere that the funds are in US. I believe Hotwire is violating the advertising regulatons in Canada and is not being forthright OR honest. I have phoned and spoken with three different individuals and get told that all sales are final. The two booking numbers in question are XXXXXXXXXX and XXXXXXXXXX.

Desired Settlement: Currency differential. Approximately $60CAD

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2016 ******* ***** ** ******* Way ********* ** ****** In response to BBB case number XXXXXXXX, Hotwire Itineraries XXXXXXXXXX and XXXXXXXXXX. Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your Hot Rate(r) car reservations. I understand you were dissatisfied with your recent bookings as you were charged in USD instead of CAD. As such, you are requesting a full refund for both reservations. In Hotwire, we service two types of car bookings: Hotwire Hot Rate(r) and Cars. For Cars, the details are provided prior to booking and can be cancelled anytime without penalty. For all Hotwire Hot Rate(r), bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold inventories. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r). Based on the details of your Hotwire Account, such as the phone number and zip code, your mobile device should have defaulted to CAD billing settings and you should not have incurred a conversion fee fro m your bank. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I booked a location for my daughter to go to school and it was OUT of the way. They did NOT reimburse my money but offered an alternative at 600.00 mo I booked a location for my daughter to go to school and it was OUT of the way. They did NOT reimburse my money but offered an alternative at 600.00 more for 3 weeks. They were NOT helpful at all. In addition, their "policy" was at the bottom of the page, below the page fold and the BUY NOW button. DO not get scammed.

Desired Settlement: I would like a complete refund for the money i have spent through Hotwire. Their practices are dispicable and not transparent. I expect a complete refund.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 ******* ******* **** ******* Avenue ******** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation with Homewood Suites Schaumburg. I understand you were dissatisfied with your recent hotel reservation, specifically with the location of the property because it is too far from your desired location. As such, you are asking for refund. At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings may not always meet the needs of every traveller. Please be advised, because the exact street location is not revealed until the booking is complete, it is important for our customers to review the map correlated to the area called out during the booking path. That map defines the area in which the hotel can be located. In your case, the area selected was "Schaumburg, Illinois" I assure you the Homewood Suites Schaumburg is located within the green shaded map defining that area. After further investigation, we extended an exception to rebook you into a Hotel on December 20, 2015. After we completed the booking, the refund on your original booking was processed. Hotwire issues refunds in 1-2 business days. You may contact your financial institution to find out when this amount will be available for use. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/26/2016 Delivery Issues | Read Complaint Details
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Complaint: Paid Hotwire for 4 day car rental from Hertz. When return the car Hertz stated that Hotwire changed the rental for 3 days, and I had to pay for 1 day. On November X XXXX, I rented a large SUV from Hotwire for a total of 4 days. The pick up date was Nov 24, 2015 and returning on Nov 28, 2015 at ABE Airport from HERTZ Car Rental, ( Hotwire Itinerary # XXXXXXXXXX ) On Nov 23,2015 I called Hotwire and spoke a to Customer Representative about returning the car one day earlier and what is the policy. She stated that I would have to call Hertz Car Rental. I proceeded to call Hertz who advised me, that they only charge Hotwire for the days that the car is used, and its up to Hotwire to refund you the days that you don't use the car. I the proceeded to call Hotwire again and spoke to ***** who stated that they would make an exception on a one day refund and that she would have to call Hertz to confirm if its possible to return the car earlier. After being on hold for 30 minutes or more, ***** stated that its ok to return the car one day earlier, and for me to call back when I return the car to let them know what day I returned the car. I then explained to ***** to leave the reservation the way it was and I'll keep the car to the Nov 28, 2015 which was what the contract was for, and not to make no changes, and I'll call them with the return date if I return the car one day early. When I went to pick up the car at Hertz they had me returning the car on the 27th of Nov, and that I would have to pay 154.51 dollars for a extra day. I stated that I already paid Hotwire for 4days, so why am I paying for a extra day. The Hertz car rental agent stated that someone changed the returned to Nov 27,2015. At point I asked who changed that date and she advised me that it was Hotwire. After returning the car, I proceeded to call Hotwire to obtain a refund for the $154.51 that I paid Hertz for the extra day, and the response was that they couldn't give me a refund because that's what I paid for. I explained them the Hertz Charged me a extra date because they changed the returned date. After going back and forth with Hotwire, and emailing them copies of my bill from Hertz for the $154.51 they still refused to refund me my charge for 154.51. They stated that they could only refund me $119.51 and not the $154.51. I stated that I didn't changed the reservation and why should I as a customer be responsible for there mistake. After waiting for 3 weeks ( December 22, 2015 ) I still didn't receive my refund, so I decided to call Hotwire again. I was on hold 54 minutes then they hung up the phone on me after telling me that I wasn't getting a refund. I called again and spoke to a person by the name of ***** and stated that I returned the car on the 28th and that was what I paid for. I advised him that I also paid $154.51 to Hertz because Hotwire changed the date. He informed me that I would have to call Hertz then to get a refund. I informed him that I already spoke to Hertz and they stated that Hotwire only paid them for 3 days not 4 like my contract stated. He the said that its Hotwires Policy not to do any refunds. Again I explained to him that I spoke to ***** and that she stated that they would refund me any money, if I returned that car earlier. After talking to ***** for 45 minutes I finally asked to talk to a manager. I then spoke to agent from Hotwire by the name of *******, who also refused to give me a refund. I explained to her that ***** was the one who changed the reservation after I told her just to leave it the way it was. She also stated that I would have to call Hertz to get a refund. Once again I explained to her that I paid Hotwire for a 4day rental, they paid Hertz only 3 days and that they had one extra days rental fee. She stated that was not true. I explained to her that I had already spoke to Hertz and that they only billed Hotwire for only 3 days. ******* then stated that she was going to call Hertz and if could waite on the phone.We had a 3 way conversation and Hertz did state that I paid 1 extra day at $154.51.****** then stated that she would refund $119.51 to me.

Desired Settlement: A full refund of $154.51 not $119.51. I paid Hotwire for 4 days and they changed the reservation costing me a $154.51, why should I settle for $119.51.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2015 ****** ******** **** ****** Lane ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns sent through the Better Business Bureau, regarding your Hot Rate(r) Car reservation with Hertz. I understand you are dissatisfied with your recent car booking, as you were charged by the rental agency for additional day, as you returned the car later than what was in their record. As such, you are requesting a refund, in the amount of $154.51. Upon review of your account, I learned than you tried to make changes in your reservation on November 23, 2015 with one of our Travel Specialists, as you wanted to drop off the car a day earlier than what was booked, which our Travel Specialist advised you to contact Hertz if they can accommodate your request. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, reservations are non-refundable and we do not have access to a reservation to make changes once it is finalized. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. After further investigation, I confirmed that on the same day, November 23, 2015, you contacted our Customer Care and spoke to ********, advising her that Hertz authorized the changes in your reservation, which she verified and confirmed upon contacting the rental agency. Per your complaint, you advised ******** to leave the reservation as it is, as you were still thinking to return the car on its original drop-off date. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. I reviewed the call and found out ******** contacted Hertz to verify the information and was advised they will grant the request to change the drop off date from November 28, 2015 to November 27, 2015 and modified the reservation in their end, which she relayed to you. She, then advised you to contact our Customer Care Department upon dropping off the car to process a partial refund. The call ended with you acknowledging the changes in your reservation. On December 22, 2015, your account was processed for a partial refund for a day. While we issue our refunds within 1-2 days of processing, it is up to your financial institution's policies on when the credit will be available for use. Any further questions regarding the specific timeframe of this process will need to be directed to your financial institution. Based on the information above, I am unable to honor your request to refund the amount of $154.51 that was charged to you by Hertz for returning the car on its original drop-off date. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertised hot rate and savings were false. Hotwire advertised a hot rate that was 36% lower than the published rate for that area. It indicated that the rate was $90 and the hot rate was $60 for a savings of 36%. That particular hotel was on sale on the hotwire website, priceline, hotels.com, expedia, kayak, and several other sites (including the hotel's website) for a published rate that resulted in total charges of $1.30 more than the hot rate charges. Having looked for hotels for the last couple of days, hotel rates in the area did not change for the immediately preceding 3 days and no available hotels in the area could be evaluated and/or combined to achieve the medial rate advertised. The hot rate and associated savings were clearly fraudulent and misrepresented by hotwire.

Desired Settlement: I would like a refund approaching the advertised discount to be achieved by the hot rate or a refund as I believe hotwire has lost its integrity, trustworthiness, and credibility as a business.

Business Response: Initial Business Response /* (1000, 6, 2016/01/04) */ January 4, 2016 ********* ******* *** *** ***** ** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Ramada Williams Grand Canyon Area. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings you received. As such you are requesting a full refund. We at Hotwire, strive for clarity on our Web site. During the booking process, we provide the following disclosure at the bottom of the page: "Savings based on median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating, and stay dates. Availability is limited and rates are subject to change. Prices are dynamic and vary based on date of booking, length of stay and hotel class. Prices do not include taxes and fees. Hotwire is different from retail travel sites. With Hotwire you enter the date and location. Hotel revealed only after booking." Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 24 hours of booking on Hotwire, if you find a lower total for the same hotel with the same travel dates, number of guest/s and room/s, we will refund you the difference. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The worst customer service I have ever experiencd 2 hotel rooms purchased for Dec. 5th. The hotel was listed as a 2 1/2 star and after arriving the hotel was barely a 1 star. The room was so bad that we wouldn't even stay. We called Hotwire 5 times and each time they hung up on us. On the sixth call we addressed that they were hanging up on us and we're left on hold all night. We eventually had to purchase another room elsewhere. We have spend thousands ofdollars each month with this company. The customer service used to be fantastic. I discovered that it wa spur chased by Expedia which explains everything. Expedia is a horrible company and one that I refused to do business with

Desired Settlement: I want a refund for the 2 rooms purchased on Dec. 5th and then I will take my business elsewhere.

Business Response: Initial Business Response /* (1000, 8, 2016/01/05) */ January 5, 2016 ****** ****** **** Box **** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX. Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Manor Inn Kilgore, TX. I understand you are dissatisfied with your recent hotel reservation as the condition of the room fell below your expectations. As such, you requested a refund. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. To understand your quality concern, I further researched the property and found most reviews support the information you've provided. I recognize this situation is less than exceptional and we apologize for the inconvenience this has caused you. Based on that information, I am able to honor your refund request amounting to $113.57. Refund typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, **************** Customer Care Relations Hotwire Corporate Office

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Price agreed as one amount and then larger amount charged. No co-operation to have issue fixed. Purchased hotel room on October 28th, price on website was $146 + tax (we have evidence of this price from a print screen we took of the web page before purchase was complete. Credit card was charged $197+ tax. Immediately called Hotwire and lodged a dispute on final price. Then spoke with them again the next day as advised and sent over evidence of lower price as requested. Was told I would have an outcome in 7-10 business days. Since called them several times and sent countless emails and continue to be told they are dealing with the issue but they cannot tell us the progress as they cannot contact the department that is dealing with it. I have spoken to managers who tell me the same thing. We are due to take our trip and stay in the hotel booked with Hotwire in 10 days. Customer service is terrible and the price was advertised on their website to which I believe they should adhere to. Booking no. XXXXXXXXXX

Desired Settlement: I expect my credit card to be credited with the price difference of the two prices.And I would like to keep my hotel reservation.

Business Response: Initial Business Response /* (1000, 8, 2016/01/05) */ January 5, 2016 **** ****** ****** *** ******** **** ********** ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX. Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with The Fairmont Chateau. I understand your dissatisfaction stems as the amount you paid was higher compared to the amount we quoted online. As such, you requested to refund the difference between the rates amounting to CAD64.86. After reviewing your account, I confirmed we processed a refund in the amount of CAD64.86 on December 15, 2015. Refunds take 1-2 business days to process and it is then up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

1/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Automated system accepted my reservation, changed the date of arrival. Made a reservation, including pre-payment of the amount of the fee for Holiday Inn, Orangeburg, SC for Dec. 10 for a total charge of $106.62. Automated system changed the date and made the non-refundable reservation. Called Hotwire. Talked with heavy accented agent. Agent apologized saying the "system" was not operating properly. After much difficult to understand conversation and several delays, agent agreed to correct the mistake for an additional charge. We paid the additional charge. It's an interesting implementation of fraud... sell a date, change the date, charge the card, refuse to refund, charge an additional fee to fix your own mistake. Pretty cool scam.

Desired Settlement: refund the extra charge

Business Response: Initial Business Response /* (1000, 5, 2015/12/20) */ December 20, 2015 ******* ******* *** ********** Dr ******** ** XXXXX In response to BBB case number XXXXXXXX, Customer's email address **************@gmail.com Dear *******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel reservation. I understand you are dissatisfied with your recent Hotwire booking as you indicate that the dates were changed after you complete the booking. I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number. Once we receive this information, we will be able to search further. Best regards, **************** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) itinerary Number is: XXXXXXXXXXX- Respondent requested the number above but gave no address, email address or other method by which I might provide such information. Would you please provide the number to them? Thank you. Final Business Response /* (4000, 9, 2016/01/12) */ January 12, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ******* ******* (BBB case number XXXXXXXX regarding a hotel reservation. We understand Mr. ******* ******* is requesting a refund. On January 11, 2016 we contacted Mr. ******* ******* to acknowledge receipt of their BBB complaint, however there was no answer. Our records reflect on December 09, 2015, the customer self-booked a hotel using Hotwire.com. Hotel stay was at Holiday Inn Express Hotel & Suites Orangeburg, check-in date December 20, 2015, and check-out date December 21, 2015. The customer is stating there was a site error that changed the dates he had booked for the hotel. We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies prior to finalizing their reservation. Should they encounter any discrepancies or have additional questions, we ask that they contact us immediately. On December 09, 2015, Mr. ******* contacted us requesting to change the dates of the hotel reservation. Our agent contacted the hotel and received approval to make the change to a check-in date of December 10, 2015, and checking out on December 11, 2015. We also determine there was no site error, thus the customer was charged a difference in rate in the amount of $9.72. Upon further research, we later learned the hotel did provide a waiver of the additional charge of $9.72. We apologize for any inconvenience this matter has caused, On January 12, 2016, a refund in amount of 9.72 was processed back to the customer's original form of payment. The time it takes the refund to post to the customer's account depends on how quickly his credit card company processes refunds, generally within 3-7 business days. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An unfair burden put on the consumer, by Hotwire.com and Wells Fargo burden. On December 1st, 2015, I attempted to make a hotel reservation through Hotwire.com. I repeatedly was given a message that stated(not verbatim): Card cannot be validated because address does not match account information. I attempted four times, out of utter confusion, as to why my card was not working. I had my bank account pulled up, and had ample funds to cover the cost of the reservation. I was using a debit card, and enough in my available checking. I have used Hotwire.com for over ten years, and have always been happy. I went to a hotel in my area, because of an unsafe situation(documented with the Seattle Police Department) with a neighbor. It was 12:30am and I was alone, the hotel was full, as were the others in walking vicinity. I used a hotel computer, and went on Hotwire.com, and encountered the message that I have stated above. So, I was forced to go home to an unsafe situation. In the morning, I looked at my bank account and, I was charged four times by Hotwire.com, $53.01(twice) and$1.00(twice). I immediately called Hotwire.com, and my call was passed ****** by a few customer services representatives, as I myself got dressed, and made breakfast for my family before going to work. I was told, "Ohhh...those charges will fall off in a day or two." I explained that I do not have a day or two, I did not receive any email with a reservation confirmation, and I cannot afford to have that amount of money withdrawn from my checking account, when I have checks out there that may be deposited, and presented to my account, for bills to keep a roof over my family's head. I had figured into my budget the one charge of, $53.01, but now having two charges, plus two suspicious charges of $1.00 is too heavy a burden for the consumer. I was told to call my bank and have them request, on my behalf, to have the charges reversed. I have spent a total of two hours, of my time before work, and my time after work, calling between Wells Fargo, and Hotwire.com. And, then 9 hours at work, dealing with an unfair stressor put on me as the consumer, of not having a definitive date, as to when, my rightful earned money that has been stolen from me, will be returned. Theft is defined, as one party taking another party's money or property, without any agreement. Theft is also defined, as money being taken, without goods rendered. I have no confirmation number from Hotwire.com, as to this transaction ever taking place. Yet, in four transcations, a total of $108.02 is gone from my available checking, and Hotwire.com is listed as the company charging my account. I suggested, that Hotwire.com call my bank at 7:30am on 12/2/15. They said, they were unable. I suggested to Wells Fargo at 6:15pm, on the same day, that they submit a form to Hotwire.com., they said, they had no system put into place for something like that. At 8:45pm, on the same day, Hotwire.com produced Authorization Codes, that they assured me any bank would be equipped to handle. The codes are: XXXXXX, XXXXX, XXXXX, XXXXXX with error messages(respectively) AVS max failed, AVS declined billing. Wells Fargo said they could do nothing with these codes, but they could submit a claim(which I had suggested to them earlier, that same day), or they suggested that, Hotwire.com needed to call them directly. I explained that I had suggested that rational, logical, action to Hotwire.com at 7:30am earlier that morning, and was met with customer service representatives who, put an unfair burden on me as a consumer. I am now filling this claim, in order for the four charges to be reversed. The total is $108.02.

Desired Settlement: Refund, of theft from Hotwire.com of $108.02.

Business Response: Initial Business Response /* (1000, 8, 2016/01/05) */ January 5, 2016 *** ****** XXXX XXth Ave S ******** ** XXXXX In response to BBB case number XXXXXXXX, Customer Email Address ********@gmail.com Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your failed booking attempts. I understand you are dissatisfied because of the funds held for a reservation that could not confirm. At Hotwire, any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since your attempt could not be completed, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. We are able to assist a customer in getting a pending hold release potentially expedited. In order to do so, we must contact the customer's financial institution to inform them we will not be collecting the funds held for the failed booking attempt. Based on the financial institution's policies, they may or may not honor our request to expedite the release. We appreciate your business and look forward to assisting you further with this matter. Best regards, **************** Customer Care Relations Hotwire Corporate Office

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had booked a room for 2 adults and 1 child. Hotwire booked a smoking room with one king bed that cannot accomodate 3 people. Hotwire itinerary number XXXXXXXXXX I booked a hotel on Hotwire for 2 adults and 1 child. Hotwire mis-represented and booked a smoking room with one king bed that cannot accomodate 3 people. After fighting at the hotel reception for one hour I was able to get a printout of the reservation request that Hotwire had sent to the hotel and it clearly said that they had booked a smoking room with one king bed and a wet bar. On talking to the customer service representative earlier today, he told me that it was my responsibility to call hotwire before i reached the hotel to confirm that I wanted a room with 2 beds. While this information was never provided to me in the reservation that I could see. Since this is a blind reservation I do not know what Hotwire is booking behind the scene and charging a non-refundable fees for. Although the hotel was advertised as a 3 star hotel with good amenities.The actual conditions were closer to a motel with a 1-2 star rating. The sheets were dirty with stains and had a musty ordor to them that had been slept on for a while without washing. The room also did not do the room service to change the linens on the 2nd day of the stay. On inquiring about it in the evening I was told that the staff had gone home and they would take care of it in the morning, which they did not do. On repeated calls I was finally able to get towels. On checkout I was told that they would refund the money through hotwire. However, this has not been done. Hotwire was negligent on not telling me that they were booking a room that could not fit the number of people that I had booked for. Also I was given a room that was smoking which I am not.

Desired Settlement: I would like a full refund with an apology. Also I would like Hotwire to modify their website to allow the customers to see the type of room that is being ordered before they accept/charge the customer.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ January 5, 2016 ***** ***** *** E ********* Drive Apt *** ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your hotel reservation at the Holiday Inn Hotel & Suites Tampa N - Busch Gardens Area. I understand your dissatisfaction stems from the room provided by our partner, as you were not properly accommodated based on the number of people you check in. As such, you are requesting to be reimbursed on the amount you paid directly to the hotel. At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Our target audience is the flexible traveler looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings *** not always meet the needs of every traveler. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate hotels. After checking your account, you contacted our Customer Care on June 15, 2015 to request for two beds. We contacted the property and spoke to ****, and he confirmed that you were transferred to a room with two beds at no cost. Based on the information provided above, I am unable to honor your request to refund your reservation. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We purchased a 2 star hotel with room service in Cherry Creek, CO and received a pay by the week motel with no room service in Glendale, CO. I booked a Hot Rate Hotel for the weekend of 12/04/15-12/06/15 with itinerary number XXXXXXXXXX. It was marketed as a 2 star hotel in the Cherry Creek area of Denver. According to the Hotwire website, "Regardless of a hotel's star rating, you should expect a clean, private room that comes with housekeeping services." We received the "Crossland Denver" which is located in Glendale, CO. At check in, there were signs about how to pay your weekly rate. We were told that if we needed clean linens we were to exchange them at the front desk, meaning there is no housekeeping provided. We listened to the front desk attendant talking to somebody who had previously lived there about how to pick up his belongings now that he was out of jail. We also waited next to a woman with several thousand dollars cash and little baggies of white powder in her purse while she had her key reset. When we headed up to our room, the elevator reeked of Marijuana, and had cigarette butts and graffiti in it. The window to our room was completely full of cigarette butts. Our smoke detector was falling out of the ceiling, the bed was falling apart and the phone was missing most of its buttons. The wifi which was listed as an amenity did not work. The room clearly had not been cleaned in a long time as evidenced by the disgusting refrigerator and the thick layer of dust on the heater. I have pictures showing all of these things which I am happy to provide. This was clearly not a 2 star hotel room and not in accordance with Hotwire's hotel policies for any star rating. I have tried to contact Hotwire to no avail. Phone support put me on hold for over an hour before I hung up. Their facebook team has deleted every post I have made to their page. When I sent an email, I was offered a $28 credit to my Hotwire account for use on a future purchase even though I paid over $100.

Desired Settlement: I would like a full refund to my Discover card in the amount of $115.94 for this terrible experience.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 ****** ****** *** S ****** Rd ***** ***** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your booking with the Crossland Denver - Cherry Creek. I understand you are dissatisfied with your recent Hotwire booking due to the hotel's condition. As such, you are requesting for full refund. Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that may arise at the property. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. I can assure you we take safety concerns very seriously. Based on your concerns regarding safety issues at this hotel, I further researched the property. I read reviews on numerous sites and while I did find some with concerns of the surrounding neighborhood; I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests. Upon review, you are also given a credit in the amount of $29.99 for the inconvenience. Based on the information listed above, I am unable to honor your request for a full refund. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: not a three star hotel hotel not clean,phonecalls arebilled for 800 numbers worn furniture

Desired Settlement: refundfosomesort

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 ****** ***** *** ***** ******** Ave ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with the Inn of Chicago in Illinois. I understand you are dissatisfied with your reservation, specifically with the condition of the room and the service received from our partner. As such, you are requesting a refund. We guarantee customers a clean and comfortable stay. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Upon investigation, I learned that on December 11, 2015 you contacted our Customer Care Department with the specific details about the condition of your room. Our Travel Specialist tried to assist you by reaching out to the hotel to alert our partner about this, and our specialist was advised that the hotel was willing to honor a cancellation. The cancellation could be processed once you checked out of the room and contacted Customer Care back. To date this has not been completed. Additionally, I contacted the hotel and talked to *****. I was informed that you were provided alternative rooms as you declined to refund the remaining days of your reservation. Based on the information above, as our hotel partner offered options to rectify your issue, and as the reservation is non-cancellable and non-refundable in origin, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Account closed without notice due to error on Hotwire's part. Left stranded in foreign city without notice of cancellation. Booking was completed via mobile official Hotwire iOS application. Booking was completed and charged to my credit card more 3+ times. Fraud department flagged the booking. The error occurred due to Hotwire's poorly coded mobile application. Hotwire refuses to take responsibility and will not re-open the account and is assuming a "too bad for you" attitude. From Hotwire: Thank you for your voicemail message concerning the deactivation of your Hotwire account. We understand from your message that you believe your reservation was cancelled and your account was deactivated in error. Hotwire has reviewed your account to determine if this was in fact an error on our part. After review and careful consideration, Hotwire has determined that its decision to cancel your booking(s) and deactivate your account(s) was warranted. Unfortunately, your transaction falls outside of our acceptable risk threshold and Hotwire is not willing to assume liability for your booking(s). The credit card utilized to book this reservation was not charged. Your financial institution is holding funds for an authorization with the anticipation of Hotwire transmitting a sale which, as stated above, will not be processed. This authorization hold will expire after a few days as determined by your financial institution, and the funds will be incorporated back into your account's available credit. Please be reminded that prior to completing your booking, you selected a box stating that you read, understood and accepted Hotwire's Terms of Use. In the Terms of Use, Hotwire specifies the following, "User access to all or part of this Site may be terminated or suspended at any time, without notice and for any reason." This decision is final and no further review or additional information will be provided. Thank you again for bringing this matter to our attention. Best Regards, Risk Management Department Hotwire Risk Management: XXX-XXX-XXXX Customer Service: 877-Hotwire

Desired Settlement: Reinstate my account.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 04, 2016 ********** ***** *** ****** ******* ** ****** In response to BBB case number XXXXXXXX, Customer's Email address: **********@gmail.com Dear **********, Thank you for the opportunity to address your concerns sent through the Better Business Bureau regarding your existing Hotwire account. I understand you are dissatisfied with your recent reservation as the booking was cancelled and your account has been deactivated without your permission. After reviewing your Hotwire account, I confirmed the Hotwire reservation mentioned above was voided. Any time you attempt a booking with a credit or debit card, the card's issuing bank first verifies you have the funds available to complete the transaction. Then, those funds are set aside in anticipation of the transaction being processed. Since these reservations were voided, Hotwire will not be collecting these funds. Therefore, these funds will be released back into your account. How long this takes varies depending on your financial institutions policies. I recommend contacting your bank for further information. The Hotwire Terms of Use indicate user access to all or part of the Hotwire Web site may be terminated or suspended at any time, without notice and for any reason. By accessing, browsing and using the Hotwire web site, customers acknowledge they have read, understand and agree to comply with the terms and conditions stated in the Hotwire Terms of Use. If customers do not agree with any part of those Terms and Conditions, we advise they must not use the site. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. In addition, all further contacts regarding the deactivation of your account must be addressed with Risk Management at (XXX)XXX-XXXX. It is at the discretion of our Risk Management team whether or not the decision to deactivate your account is final. If the decision is final, you will likely not receive a call back from that department. I understand this is frustrating; however, for liability reasons we are unable to disclose the reason for deactivation. Please understand, we employ robust methods to guard against fraud but no company is able to prevent every case of fraud. Our Risk Management department is specially trained to handle these sensitive issues. If Hotwire suspects fraudulent activity on an account, we will deactivate the account to prevent further incidents. Going forward, any future booking attempts on Hotwire.com will be blocked by Risk Management. All further contacts regarding the deactivation of this account must be addressed with Risk Management at (XXX)XXX-XXXX. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/25/2016 Delivery Issues | Read Complaint Details
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Complaint: The reservation I made was broken and I want my reimbursement for the price of a higher rental I reserved a vehicle on 9/15/15 and was to pick the car up at 9 a.m. on 9/16/15. I arrived at HERTZ to pick up the vehicle and there weren't any available. I was told within 30 minutes i would receive a call for a car, but the possibility of receiving a compact vehicle was there. I called hotwire and was told I would have to cancel the reservation, and start all over (problem was it would have been through HERTZ again). I was told through hotwire that I would have to pay the larger difference but would be reimbursed for the difference. Which was fine, only that no vehicles were available. I asked the representatives would I be reimbursed if I got a more expensive rental from Enterprise, and was told YES, it was POSSIBLE. I was told I would have to fax them the receipt from Enterprise. To be certain, I spoke with several supervisors who then said they WOULD NOT be able to reimburse from a third party rental company. I was refunded the money from the initial reservation, but I have to pay an additional $120 plus dollars to rent a vehicle from Enterprise; and I am very upset that my money will not be returned to me for a reason that was not my fault. I also spoke to an attorney, who told me I should be getting my money back from Hotwire because I held up my end of the contract, and they did not. Not only did I leave for Houston 3 hours past the scheduled time, I also did not receive a call from Hertz or Hotwire to inform me of the shortage of vehicles. I was given a $25.00 discount for a future reservation, which I did tell the supervisor I was not happy with; I want my money back that was paid to Enterprise because of their lack of customer service. We were supposed to be in Houston for 1:00 p.m. and did not arrive until almost 6 p.m. The trip was not for pleasure the trip was for a trial for the murder of a family victim. The lack of concern from Hotwire made the trip even more stressful under an already stressful situation. I have been using Hotwire since 2010, and no such nastiness was ever portrayed. I have always used the site for hotel rooms, and recently for two vehicle rentals; which this last time would have been the second vehicle rental.Again, I am very hurt that no one, including managers wants to refund my money I had to pay because of their lack of vehicles after the reservation was already made. I also asked to speak to someone above the managers I spoke to, and was informed there was no one else to assist me. I want my money back and refuse to have to beg for it.

Desired Settlement: I would like the return of the money I had to spend after HOTWIRE broke the contract between the both of us. If they are not willing to give my money back to me; then I want a credit for the amount I had to come out of pocket for, for a future rental to go back to Houston. If neither are agreed upon, I will take this further.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ October 14, 2015 ******** ******** *** ******* ***** ********** LA XXXXX In response to the BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your rental reservation with Hertz car rental from September 16 to September 18, 2015. I understand you are dissatisfied with your recent Hot Rate car booking since there were no cars available for you at the time of pick up. Unfortunately, overbooking does occur occasionally in the car industry. In such situations, we ask our partners to do their best to accommodate customers into alternate vehicles. We recognize this situation is less than ideal and do our best to work with both customers and car partners to reach a satisfactory resolution for all involved. In the event a customer arrives to one of our rental partners to find their vehicle is not yet available and the agency is unable to resolve within a time-frame deemed appropriate, we are then able to look into further options. Typically, we are able to resolve efficiently, providing a rebooking into another agency on our Web site. After reviewing your Hotwire account, I confirmed a refund in the amount of $117.66 was issued on September 16, 2015. We issue refunds in 1-2 business days. Any further questions regarding the specific timeframe of this process will need to be directed to your card company. Allow me to assure you this is not a typical occurrence for customers booking through our site. Please accept my sincere apologies for any inconvenience this situation created along with a credit of 25 HotDollars. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate car rentals and hotel reservations. Your HotDollars are valid for up to one year, expiring on October 13, 2016. After carefully reviewing your account, we determine that we can refund the difference on your new reservation. We require a copy your final rental receipt with a full breakdown of charges for your alternate reservation. We request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to ***************@hotwire.com. We process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account. I am very sorry to hear about what happened to your family member. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, *** ***** Corporate Customer Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This portion of the response is very unclear to me. "After carefully reviewing your account, we determine that we can refund the difference on your new reservation. We require a copy your final rental receipt with a full breakdown of charges for your alternate reservation. We request this document be faxed to X-XXX-XXX-XXXX, or have it emailed to ***************@hotwire.com. We process our refunds in one to two business days and it is then up to your financial institution's policies on when the refund will post as available in your account." I am not understanding if I am being given the same response which I was given via the phone conversation. The difference is being offered to be returned to me, but I am unclear if it is being offered under the same stipulations from 9/16/2015 which were: the reservation would have to been through hotwire again. I was told during that conversation that I could not be refunded the difference from a third party company. My question and concern is am I going to be reimbursed the difference from Enterprise, which was NOT reserved via hotwire. Again, I did not have the extra money to pay the difference between the two prices. also, I've never disputed the fact that the initial refund was given to me, the issue was as still is the greater amount I had to pay to get another vehicle at full price. I also understand that overbooking happens, but as I've stated in my initial complaint and during the phone call on 9/16/2015, I did not receive a phone call from Hertz or hotwire, I was told 30 minutes would be the amount of wait time for another vehicle (that did not happen), and a very important trip was pushed back tremendously. Final Consumer Response /* (3000, 19, 2015/12/17) */ COMPLAINT DESCRIPTION: December 2. I need someone to call me as soon as possible regarding this situation. My phone number is XXX-XXX-XXXX. I also ask that someone listens to the call between your representative and myself on December 2; from the second phone call. If needed, the case number with the BBB is: XXXXXXXX. DESIRED RESOLUTION: I would like to have received my refund as of 12/9/2015 as I was told on 12/2/2015. However, it seems as though I will have to wait even longer. I would like the company to right the second wrong offense against me. I am a consumer of their company and should be treated as such. I should have been honored the verbal contract of receiving my money when I was told I would. I have never felt so degraded as a customer by any company. The refund issue is not why I feel this way, but the way the employees seem to be trained to repeat themselves, as opposed to offering a timely resolution when they KNOW the customer is right and their employee lied. I also feel this way because the employees speak to their customers in a very nonchalant and condescending manner when they realize that the customer is not agreeing with them. I want to be treated fairly as a customer and not lied to, just to shut me up. Besides the money I am owed, since 12/9/2015, I really do not know what can be done to resolve this issue. I can say that the employees need training on speaking to customers, to stop reading a script, and telling lies to customers. Final Business Response /* (4000, 27, 2016/01/13) */ EMAIL FROM BUSINESS: She was refunded on 12/29

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A reservation was made with hotwire under specific circumstances and agreement. When the reservation came through it was NOT what was agreed to. Made a reservation with hotwire via phone on October 24, 2015 for a 2 1/2 star hotel costing $117.35 cents (this was the 2nd reservation attempted with them during this call, after the first one did not go through moments after the rep took our information)put on hold for a couple minutes, rep came back and said congratulations your reservation is complete. When email confirmation came through it was for a 2 star hotel for $62.49 and was not what we had agreed to. Itinerary # is XXXXXXXXXX. Immediately called back and said this is not what we agreed to case # assigned is XXXXXXXXXX. Reviews of the $62.49 hotel were not good and we did not feel safe staying there. We alerted our CC company and hotwire is saying the charge is legit and it is not. When a call is placed to hotwire and we finally get through to a rep and ask to speak to a supervisor the call is immediately disconnected.

Desired Settlement: No charge to our CC. We should not pay for what we did not agree to purchase. We are disconnected when we try to speak with hotwire.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ January 7, 2016 ***** ****** *** ***** Road **** ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand your dissatisfaction stems as one of our Travel Specialists completed a reservation without your permission. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed that the agent missed the opportunity to ask your permission to complete the booking. Please accept my sincere apologies for any inconvenience this situation created, I can assure you that this situation will be handled internally. As such, we processed your refund in full on January 5, 2015. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. Along with that, please accept 25 HotDollars I applied to your account under *********@aol.com for the inconvenience. HotDollars are equivalent to US Dollars than can be used in booking HotRate(r) Hotels and HotRate(r) Cars and is valid for 1 year. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/22/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: False advertising I used hotwires "hot deals" under the false impression that I was truly getting a deal. They advertised a hotel that had a value of $***.00 for only $57.00. After tax I paid around $72.00. When I got to the hotel I was put in a room only advertised by the hotel itself as a room for 69.99. We called Hotwire right away and was told too bad that is what we get for a blind deal. Again we were under the impression that we were getting a room for ***. We then moved on to a manager named ** who would also not help us and told us we were out of luck. This was a total scam. Reservation number XXXXXXXXXX

Desired Settlement: Full refund for misleading us

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ******* **** **** W ***** Ave ********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Hilliard Suites in Ohio. I understand you are dissatisfied with your recent Hot Rate(r) hotel reservation, specifically with the savings you received. As such you are requesting a full refund. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 3-star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. 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. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee is in place as assurance to our customers we are providing the lowest rates. Within 48 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. Upon further investigation, I learned that our Travel Specialist extended an exception to rebook you into a new hotel, however this offer was declined. At Hotwire, we obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No this information is not correct. The customer service rep offered a refund and that we would have to leave but not a new room. When we spoke with the manager he even refused that. I will have to report this as fraud I guess. Final Business Response /* (4000, 9, 2016/01/05) */ January 5, 2016 ******* **** **** W ***** Ave ********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Clarion Hotel Milwaukee Airport. I regret you remain dissatisfied with your Hot Rate(r) hotel reservation, as you feel misled with the amount of savings you received and are again requesting a full refund. Please allow me to further clarify how the savings provided was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel's direct rate as that was not our intention. As we have double checked the recording of the call you had with one of our Travel Specialists, I learned that he offered to cancel your reservation and issue a refund and advised that you can make a new booking. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

1/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Not willing to give a refund after falsely advertising a hotel and me needing to cancel my trip for a class I booked a hotel through hotwire.com on December 4th for next march of 2016. itinerary # XXXXXXXXXX. They offered a rate for a 3 star hotel such as a 4 points sheraton, doubletree hotel or a embassy suites. I was booked a 2 star hotel of quality inn and suites. To me this is false advertisement and unacceptable. They also won't change my reservation to 2 beds instead of 1 for 2 men. In the end my class has now been cancelled and they won't even discuss a refund with me. They said even though I chose 2 adults they don't have to give me 2 beds, the room just has to be able to sleep 2 adults. I had very poor customer service from the over seas customer service line that was rude and unwilling to help in any way possible

Desired Settlement: I just need my reservation cancelled and would like a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ******* ***** **** ***** Drive ******* ***** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Quality Inn & Suites - Goodyear. I understand you are dissatisfied with your recent hotel reservation, specifically with the star rating and sleeping arrangements. As such you are requesting a full refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. Regarding the number of beds, we service two types of hotel reservations: Hotwire Hot Rates(r) and Hotels. For Hotels, the details are provided prior to booking and may be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. Because our Hotwire Hot Rates(r) are final reservations, our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details must remain anonymous until the booking is complete; such as bed type. While we ensure the property will accommodate the number of guests provided for sleeping, we are unable to guarantee any specific bed type. These restrictions enable our partners to better manage their unsold rooms. I confirmed the type of reservation you booked is a Hotwire Hot Rate(r). I have called the hotel to verify the type of bed that you will be getting and as per ********* your reservation is for two queen beds which can accommodate the number of people in your reservation. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the business's response because I feel as if they found a "loophole" in the system. They say they have rooms that can accommodate 4 people for example but it is only 1 bed. They expect people to sleep on the ground and then claim it can sleep 5 people. To me that is inexcusable. In this case I will accept the response because my father already booked a hotel at the same location. I am still dissatisfied with the business though because I feel like they are falsely advertising 3 or 4 star hotels and then you receive a small 2 star hotel. To me that is not fair or right. I appreciate the actions and response from the BBB but still dissatisfied with Hotwire and the way they have handled this. -**** ***** Final Business Response /* (4000, 9, 2016/01/05) */ January 05,2016 ******* ***** **** ***** Drive ******* ***** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding a hotel in Quality Inn & Suites - Goodyear hotel near Phoenix International Raceway. I regret you remain dissatisfied with your Hot Rate(r) hotel, specifically with the star rating of the property and sleeping arrangements provided by our partner. As such, you are requesting a full refund. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. We are confident the current 3.0-star rating of this property is an accurate reflection of its overall quality. Please also advised that all rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Our partners will do their best to make your stay as comfortable as possible. As I review your account, we confirmed with ********* that your reservation is for two queen beds which can accommodate 2 people in your reservation. Based on the information above, my decision has not swayed. I am unable to honor your request for a refund. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

1/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: PREGNANT SICK WOMAN WAS NOT GRANTED REIMBURSEMENT FOR INSURANCE DURING TRAVEL ABROAD DURING LAYOVER B/C SHE DIDNT GO THE HOSPITAL DURING LAYOVER. THIS COMPLAINT IS FOR ITINERARY #*********** (******* ******) & #*********** (**** ******) FOR TRAVEL PERIOD NOV. 22-DEC 1 FROM LAX-BKK AND BKK-LAX. ON DEC 1, 2015 THE ITINERARIES ABOVE WERE TRAVELING BACK TO UNITED STATES AFTER ABROAD TRIP. THEIR WAS A LAYOVER IN BEIJING CHINA. DURING THIS LAYOVER, THEIR WAS "SMOG STORM"/ "FOG STORM" THAT COMPLETELY TOOK OVER BEIJING CHINA WHICH CAUSE THE PARTIES TO GET REALLY SICK. I AM A PREGNANT WOMAN AND DURING THE LAYOVER I BEGAN VOMITTING AND BEING REALLY SICK WITH THIS FORIEGN "SMOG" BEING INHALED IN MY SYSTEM. DUE TO THIS SICKNESS, OUR GROUP (**** ******, ***** ******, ******* ****** AND CORBAN REESE) MISSED OUR FLIGHT BY 30 MINUTES. WE CALLED HOTWIRE.COM TO INFORM THEM OF THE ISSUE AND BECAUSE WE HAD TRAVEL INSURANCE THAT WOULD LIKE TO GET ON THE NEXT FLIGHT OUT. WE SPOKE TO SALES REP, *****. ***** was very rude and initially told us that he would get everything taken care of. Then he changed his mind during the conversation. I asked him for his ID number or last name for reference and he said he WOULD NOT give me this information. He completely was rude and would not help us with this matter. I asked to speak with the supervisor, which then took 20 minutes to come to the phone. The supervisor, ******* (#e-XXXXXXXX) was informed of the issue and suggested that we book the next flight and the third party insurance company would have to handle the matter after this. She said pay for the flight and ensure that I keep all receipts for reimburesment. She gave me the telephone number. Once arriving back LA, **** ****** and ******* Garcia called the insurance company given (telephone # XXXXXXXXXX) there we spoke with a sales rep "***** ******" who basically said their was nothing that they could do for us because we did not go to a hospital and get medical records in China. We asked if we could go to a USA doctor to get the proper records and he said "no" because we didn't miss our flights in the USA. How are we supposed to go to China hospital during a layover when no cab drivers or anyone spoke English, not to mention, this "smog/fog storm" took over the city and was also national news. We purchased insurance just in case anything happened and for Hotwire, whom we booked travel through, and their insurance company to basically give us issues and make us waste our money for insurance that we can't even use during an issue, is completely outrageous. We had to pat $783 per itinerary to rebook, and now we are out of that money, which is supposed to be covered by insurance.

Desired Settlement: Both itineraries would like the reimbursement of $783.00 that we were charged to rebook travel, which we were told would happen once we reached out to the insurance company.

Business Response: Initial Business Response /* (1000, 8, 2016/01/04) */ January 4, 2016 Better Business Bureau Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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. Our records reflect that on September 26, 2015, Ms. ****** booked roundtrip flights from Los Angeles, California to Bangkok, Thailand, traveling November 22, 2015, through December 1, 2015. Ms. ****** also purchased travel insurance. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Hotwire's website, without the assistance of a Hotwire representative. We understand from Ms. ******'s complaint that she and her travel party missed a connecting flight in Beijing, China by 30 minutes due to falling ill from the elements. Ms. ****** states that she contacted Hotwire and was initially told that everything would be taken care of but, that the agent later "change his mind." She then escalated to a supervisor. Our records confirm that on November 30, 2015, Ms. ****** spoke to a Hotwire supervisor because she needed to reschedule the missed flight due to medical reasons. She asked if she could be fully reimbursed for purchasing a new flight. Our representative checked the terms of the flight protection and advised that the insurance company will fully reimburse if the reason for post travel interruption was covered under their policy. Ms. ****** was instructed to file a complaint with the insurance company for refund consideration and advised that the request was subject to their approval. In her complaint, Ms. ****** mentioned that her claim was denied for lack of medical records. We regret to hear that Ms. ******'s vacation experience was not to her satisfaction, but we are unable to offer any compensation for factors outside of our control. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************** Tier 3 Customer Service

1/22/2016 Advertising/Sales Issues
1/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: For their Hot Rate Hotels, the company is listing rating that is different not only from external rating but rating on their own website I booked 4.5 stars hotel in San Diego using their Hot Rate Hotel which involves booking hotel in particular location and particular star rating without knowing name of the hotel. The hotel that I got was San Diego Marriott Gaslamp Quarter. Looking at the outside rating, I found out it was 4 stars hotel. Not only that on Hotwire own website listing regular hotels (knowing name before booking them), San Diego Marriott Gaslamp Quarter is listed as 4 stars hotels. When I called Hotwire regarding this, they admitted that this was an "error" but would not cancel my booking. This seems like fraud to me when you are booking certain class of hotel and get a totally different one.

Desired Settlement: Refund of the booking

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 **** ******* **** ******* Ave. Apt. *** *** ******** ** XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with San Diego Marriott Gaslamp Quarter. I understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, specifically with the star rating. As such you are requesting a full refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine star rating, we first incorporate Expedia's star rating for the hotel and then adjust the rating up or down based on direct Hotwire customer feedback. Upon selecting a Hot Rate(r) option, we then provide a more generalized list of hotel brands typical of the star rating presented. Following our generalized example list, we provide a link to our Star Rating Guide. In our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwire's complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating category. In addition, we offer select independent hotels not listed. After further review, I confirmed that your reservation has been cancelled and refunded by our Travel Specialists on December 18, 2015 with a credit of 15 HotDollars, as an exception. While we issue our refunds within 1-2 days, it is up to your financial institution's policies on when the credit will post to the account. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car rental and Hot Rate(r) hotel reservations. Your HotDollars are valid for up to one year. I apologize for the inconvenience this has caused you and allow me to assure you this experience is not typical of what our customers can expect when booking with Hotwire. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/20/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Double charged $189.78 for a car rental (reference number: XXXXXXXXXX) no refund made even though I have provided Hotwire with evidence of this. on November X XXXX Hotwire charged me $189.78 for a car rental with Dollar Rent A Car. However when I returned the car to Dollar Rent A Car at the Chicago O Hare Airport on November 6 Dollar Rent A Car charged me $149.21 again. Because of this double charge I demand the immediate refund of $189.78 plus a conversion fee of $7.96 which was debited to my AMEX Credit Card ending in XXXXX.

Desired Settlement: I request Hotwire to refund a total amount of $197.74 (double charge $189.78 plus AMEX conversion fee $7.96) to my AMEX credit card ending in XXXXX.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ January 14, 2016 ***** ************* * ***** Lane *********** ******* ****** ****** ** **** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Dollar Rent a Car. I understand you are dissatisfied with your recent Hot Rate(r) car booking. Your dissatisfaction stems from being charged by the rental agency in addition to what you paid online. We apologize for the inconvenience this has caused you. We guarantee our partners the reservations will be used as they were originally booked. Once a reservation is booked on our Web site, the confirmation information and our payment details are sent directly to the car agency. Please be assured we provided payment to Dollar for your booking. After reviewing your account, I confirmed an email response was sent by one of our Travel Specialists and asked you to send in copies of your receipts showing the charges from Dollar Rent a Car for review. As of this time, we have not receive any documentation yet. For us to move forward and fully address your billing concerns, we request you to send us a copy of the final receipt from Dollar Rent a Car including a copy of your credit card statement to ***************@hotwire.com. Upon receipt, we will be able to fully review and refund excess charges. We appreciate your business and look forward to assisting you further with this matter. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please note that although I am satisfied by Hotwire's response I did send all the requested documents to their nominated email address: ***************@hotwire.com on December X XXXX. Even though I did send these documents I never received any reply from Hotwire, which makes me feel very suspicious. I have emailed these documents today and I hope to receive a definite response. Thank you very much for your help in settling this case Kind regards ***** *************

1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: prepaid stay at holiday inn express in fresno/clovis. The hotel was advertised as having a rollaway bed in the room. None provided. No refund. We booked the Holiday Inn Express at 650 Shaw Ave. in Fresno/Clovis, CA hotel through Hotwire. This was the non-discounted rate, where I was expecting being able to cancel later. The cancellation was possible before 11/23/2015, although I paid on 11/25/2015, despite no prior notice or warning. There was a Rollaway Bed in 2 Queen Bedroom advertised. But when we arrived, we were told that it is not provided due to fire code. We are a family with 2 adult size teenage sons, who hardly fit into the queen sized beds. So we asked to cancel the rest of our 3 night stay and get a refund after 1 night. Hotwire was making excuses stating Holiday Inn Express had refund approval and Holiday Inn Express was making excuses at that Hotwire had refund approval. Then we tried to complain up the chain at Holiday Inn Express. We were told the Holiday Inn Group could have corrected the error and satisfied us if we had booked on the Holiday Inn direct website. Fire code again repeated as reason. We were told that each location is independently owned/operated -- similar to a franchise and the umbrella corp has no say. But when we spoke again to the manager, it was obvious, that they were colluding. The manager (man with tatoos all over visible body parts) seemed to be entertained by the whole experience and it was clear that he had the routine well practiced. He did not dispute that they advertised the rollaway, but refused to admit that not providing it is a breach of service. So our Thanksgiving holiday was soured by a 3 night stay in a hotel where we could not get a good night's sleep. So the bad marks go both to Hotwire and the Holiday Inn Express Clovis. The bottom line is that we paid to Hotwire for 3 nights stay - about 450$.

Desired Settlement: We want to get the refund for the 3 nights paid. Total is 452.04$

Business Response: Initial Business Response /* (1000, 5, 2015/12/20) */ December 20, 2015 ***** ***** ***** ********* Ct. ******** ** XXXXX In response to BBB case number XXXXXXXX, Customer email address **********@yahoo.com Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel reservation. I understand you are dissatisfied with your recent Hotwire booking. Your dissatisfaction stems from the number of beds you received. As such, you are requesting a refund. I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number. Once we receive this information, we will be able to search further. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) providing requested information Email address used to complete this reservation: **********@yahoo.com 10-digit Hotwire Itinerary Number: 1 XXXXXXXXXX Final Business Response /* (4000, 11, 2016/01/15) */ January 15, 2016 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ***** ***** (BBB case number XXXXXXXX) regarding a hotel reservation. We understand Mr. ***** is requesting a full refund. On December 20, 2015 we contacted Mr. ***** to acknowledge receipt of their BBB complaint. Our records reflect on November 25, 2015, the customer self-booked a standalone hotel using Hotwire website. Hotel stay was at the Holiday Inn Express Hotel Clovis/Fresno, with a check-in date of November 25, 2015, and check-out date of November 28, 2015, for four adults. The customer is stating that, he had requested a rollaway bed for the room and was told by the front desk agent they could not offer the rollaway bed due to fire code. 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. Should our customer encounter any problems with their reservations, we ask that they contact us immediately so we can assist in providing the appropriate resolution. We can confirm Mr. ***** contacted us on November 26, 2015, requesting an early check out as the hotel was unable to provide a rollaway bed. Our agent did contact the hotel and was advised the customer could check out early, however the hotel would not authorize a refund for the unused nights. We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the cancellation policies. In reviewing the customer's booking, the rollaway bed was displayed as a special request, which means there is no guarantee it will be provided. The customer's reservation was confirmed for (insert the room type and bed). Hotwire has advocated again on behalf of the customer and contacted verified with Holiday Inn Express Hotel Clovis/Fresno. The hotel advised, Mr. ***** did utilize the reservation. The customer was provided the room type that he booked; however the hotel could not honor the request for a rollaway bed due to fire code. As the reservation was fully utilized, Hotwire is unable to honor the customer's request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ***** **** Tier 3 Customer Service Final Consumer Response /* (4200, 13, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not get the type of service I ordered. Could not get a refund after partial stay, although We booked a standard, (should be refundable) and not the discount "hot" rate. The mistake was to pay in advance. Hotwire in this case buys a discounted (nonrefundable) rate from the hotel and pockets the difference. This is done without any notice/warning to the user of the website. If I would not pay before, just reserved, I would not have this problem. I would check-out after one night and payed for 1 night. This is absolutely unacceptable and deceptive business practice!

1/19/2016 Problems with Product/Service
1/18/2016 Advertising/Sales Issues
1/18/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Hotel that Hotwire Provide, they never found any Hotwire Reservation on their System. Hotwire customer service is useless, I had the worst experience using Hotwire on 12-27-15, I booked through your app had my email confirmation send to my email when I got to the Hotel around 9PM the front desk they didn't have my hotwire reservation on their system. I was frustrated and tired, I've called Hotwire multiple times a lady picked up the call after my first time of calling that took about 15 minutes just to talk to customer service from hotwire then put me on hold for 10 minutes and she hung up. Called multiple times and had no luck talking to no one else... From 9 to 12 and no booking was never made from the hotel you guys provided. Here's the reservation number that never took place thanks to your system... XXXXXXXXXX Looks like I will dispute with my Bank, since you guys cant resolve my issue via customer service. I will also dispute through BBB.

Desired Settlement: I want you to refund back to my Credit Card if you can't provide quality service dont expect to get paid...

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ January 12, 2016 ***** ********* **** ******** **** Lane ************* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Metropolitan Resort Orlando in Florida. I understand you were dissatisfied because the hotel did not have your reservation. As such, you are requesting a full refund. As stated on your confirmation email, all bookings are guaranteed. Thus, it is no longer necessary to confirm your reservation with the hotel. Once a reservation is booked on our website, the confirmation and our payment details are sent directly to the property. Please be assured we provided payment to this hotel for your booking. We recognize this situation is less than ideal and do our best to work with both customers and hotel partners to reach a satisfactory resolution for all involved. Allow me to assure you this is not typical of what our customers can expect when booking with Hotwire. A full refund in the amount of $126.83 has been credited back to your Visa ending in ***** It typically takes 1-2 business days for the funds to return to your account. Furthermore, it is up to your financial institution as to when the funds will be available for use. Please accept our sincere apologies for the inconvenience this situation created along with a credit of 25 HotDollars. We have applied 25 HotDollars to your account under **************@gmail.com. HotDollars are equivalent to US Dollars when used to book Hotwire Hot Rate(r) car and Hot Rate(r) hotel reservations. These HotDollars are valid for up to one year, expiring on January 6, 2017. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue has been resolved, and Hotwire has credit refund. Thank You.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a stay through hotwire, at the Hyatt Regency ********** **** for Sept X-X XXXX. I immediately tried to cancel the res(on Aug 12)could not I was billed for 4 nights(Sept 1-5) at the Hyatt Regency, ********** **** and never stayed there, as I thought I would not be billed unless I stayed theremany attempts to try to reach hotwire were unsuccessful. The website is misleading, and my charges of $703. are sad. Purchase date was Aug 12, I believe, charges made to AMEX credit card.

Desired Settlement: DesiredSettlementID: Other (requires explanation) some credit of charges--all I ever received were form emails from hotwire.

Business Response: Initial Business Response /* (1000, 10, 2015/12/30) */ December 30, 2015 ******* **** XXXXX ********** St. ***** ** XXXXX In response to BBB case number XXXXXXXX, Customers Email: *******@bendbroadband.com Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand you were dissatisfied with your recent booking, as you thought that you will be billed at the time of your stay. As such, you are requesting a full refund. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we *** locate the reservation you are referring to, please reply with the following information: - Email address that was used on the reservation - Itinerary number. - Name on the reservation. Once we receive this information, we will be able to search further. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire provided wrong information about the cost of a ski rack add-on for a non-refundable, hidden-vendor rental and then would not cancel the res. I looked on Hotwire for a car in Denver for my ski trip. I saw a great hidden rate but there was no way to reserve a ski rack on their web site so I called Hotwire instead of making the reservation on line. The agent said I had to reserve the car first and then call the company to reserve the ski rack separately. He quoted me a rate of $10/day additional to a maximum of $60 for the trip. That was agreeable so I booked the car. When I called National to reserve the ski rack, first they told me ski racks can't be reserved, and the cost is $17/day for the whole rental so instead of $60 I would be charged $136. I called Hotwire back to cancel the reservation and even though they gave me bad information and the reservation isn't for another two weeks, they refused to do anything. Talking to a supervisor was no help. When your agent makes a mistake, I expect you to do the right thing and not hide behind "we told you it was non-refundable".

Desired Settlement: Please release the reservation and refund the $150.66 charge to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ December 28, 2015 ***** ***** **** ******* *** Court ****** ** XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your HotRate(r) Car reservation. I understand that you are dissatisfied with you recent car booking as a wrong information was given to you by our Travel Specialist. As such, you are requesting a full refund. Upon reviewing your account, I learned that you booked a car reservation with one of our Travel Specialists on December 7, 2015 for pick-up on December 21, 2015 at 1:00 PM and drop-off on December 27, 2015 at 3:30 PM. Please be assured in the event a customer claims an error was made while speaking with Hotwire Customer Care, we take the matter very seriously. We listen to those calls unbiased and take full responsibility if we find an error on our end. Upon reviewing the call, I confirmed that you requested for a ski rack and was informed by our Travel Specialist that you can make a request directly with the car rental agency and provided an approximate fee but did not guarantee a specific rate. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund Hot Rate(r) reservations. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. Based on the information above, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire car experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to make good on a computer issue with the company resulting in exorbitant cost to correct. On October 17, 2015 I booked a flight for daughter to come home from college for Christmas. I was charged $257.60 and thought that was reasonable. On November 28, 2015 while my daughter was home visiting for Thanksgiving, I advised her to go in and print off her ticket for her flight for the Christmas holidays. When she did so she noticed that the ticket showed her arriving to Akron/Canton airport on 12/9/2015 and returning to Daytona Beach airport on 12/9/2015. I assured her that it was a computer error and she'd be able to call the airlines and have it corrected without incident. She spoke with a representative of Delta who advised her that because she went through a third-party to book the reservation, Delta would have to charge $367.60 to correct the date of her return to Florida. We then thanked the representative for her help and called hotwire directly, after speaking with a representatvie of hotwire we were advised of the same price to correct the problem with the ticket. (though clearly there was a problem with the compute at the time of reservation, simply by the times of arrival and departure). Once the rep realized this she offered to remove the second leg of the trip, credit my account $78.00 and book a different date for the second leg of the trip at a cost of $110.00. (after $78.00 was credited to the new booking) I then asked to speak with a supervisor or someone who could better assist me with this issue and was connected to a young lady by the name of *******. *******, then offered the same $367.60 that Delta and the previous rep offered to assist me with this issue. I then became weary of the entire situation and asked to just have the second leg of my daughter's itinerary cancelled and the $78.00 returned to my account. ******* advised me that she was unwilling to do that and if she did, she'd charge me a $200.00 fee for cancelling the return portion of the trip. I'm very dissatisfied with the company, the customer service, and company practices. I feel they should be thoroughly investigated for this and simular cases, after speaking with others, I'm sure I'm not the first they've tried this with. I kept my daughter's ticket as it is and went through Delta directly to pay for an additional ticket (on my dime) for my daughter's holiday visit.

Desired Settlement: At this time, I'm seeking a refund and no further contact from this company; it's employees, subsidiaries, etc.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ December 8, 2015 Better Business Bureau San Francisco Bay Area and Northern Coastal Complaint Department Re: Hotwire Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Hotwire regarding an issue from our customer. We appreciate the BBB 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 ******** *************** (BBB case number XXXXXXXX) regarding flight reservations. We understand the customer is requesting a refund. Our records indicate on October 16, 2015, the customer booked flight reservations -itinerary XXXXXXXXXXX - using the self-service tool on the Hotwire website. Travel is on Delta Airlines, departing December 9, 2015, from Daytona Beach, Florida to Akron, Ohio, returning December 9, 2015, for one passenger. Upon further research, we were able to confirm on November 28, 2015, the customer contacted Hotwire via email to request to change their reservation dates. At that time the customer did not pass *** security check, and was advised to resend their email from the email address associated with the Hotwire booking. The following Terms and Conditions were agreed to at the time of booking: Cancellation/Change Policy: o $200.00 change fee plus increase in airfare o Tickets are non-refundable o Tickets are non-transferable We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers' responsibility to review all rules and regulations prior to booking any travel. 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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. Delta Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as Delta Airlines. When finalizing a reservation on Hotwire, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Hotwire Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travelrelated goods and services that you select. Please read these additional terms and conditions carefully. In 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 website. You 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 services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation. Given the above, we are unable to offer the customer any additional compensation. We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company. We trust our position in this regard has now been clarified. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ************* Tier 3 Customer Service Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response Hotwire provided because I spoke directly to a Delta airline representative who informed me that the only reason they would charge the change fee is because I went through Hotwire. Had I gone through Delta directly, there would be no fee applied at all. As a result I booked a one-way flight to Florida on the correct date for a substantially lower cost. I know that this is a standard practice of Hotwire, not a one-time incident as I was informed by representatives of both Hertz car rental and a hotel that my father had trouble with just a couple days after. Because of this, I feel that something needs to be done and someone needs to stand up to these guys who seem to have their customers at a huge disadvantage. Even if all of us who have been wronged by this company have to take to the media and possibly come together in a class action lawsuit. I've come to you as a intermediate, in hopes of getting this issue resolved quickly and satisfactory for both parties concerned. Complaint Response Date bumped because: Holiday

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 11/5/15- I bought a hotrate hotel which was advertised to be marked down from $275 to $145 on 11/5/15. This markdown was falsified. On 11/5/15 - My partner and I purchased a hotrate hotel which was said to be listed for $275 a night and marked down to 145$ on the hotwire.com website ( listed under hotrate hotels ) . After purchase-( the reservation number is XXXXXXXXXX and the hotel confirmation is XXX-XXXXXXX ) we found that on the same website- hotwire - but under the regular hotel list - the actual price of the room we purchased at the same hotel was $161. After verifying on hotel's website- Hilton towers in naples -they also listed their rooms at $160. After speaking to the management of the hotel ( ****** )- They agreed this was a falsification on Hotwire's part of what the price was of the room we would be getting. My partner and I called 5 times to speak to Hotwire's customer service on 11/6/15 and 11/10/15. On 11/6/15 I spoke to a customer service agent named ***** who stated she would put a claim in for a refund or a credit - (claim ID number XXXXXXXXXX). When I called back on 11/10/15 - the first customer service agent denied there being a claim, 20 mins later another agent found the claim and stated it was denied. I asked to speak to a supervisor to ask why it was advertised as $275 when the hotel itself said this was incorrectly done? I was told to put in a complaint on the hotwire website and that was all I could do. I was left on hold for over 15 mins at a time and was on the phone for an hour to speak to 3 different agents who each started the conversation saying I had no claim.

Desired Settlement: I would like a full refund be placed back on my partner's credit card as the price advertised was false. We bought the hotel based on the assumption it was being marked down tremendously. This was a complete lie confirmed by the hotels website, the hotels management, and even the Hotwire customer service agents on 11/6/15, and 11/10/15 could not find a room on the hotels website for a price of $275.

Business Response: Initial Business Response /* (1000, 11, 2015/12/22) */ December 22, 2015 ****** ****** *** ***** Road **** **** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation with Hilton Naples and Towers. I understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received with this booking. As such, you are requesting a full refund Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 4 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com. Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of and I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Need a refund as i have a last min family emergency I had a last minute family emergency that came up and i need to cancel my reservation at the hotel and i would like to get a refund on all charges . hotwire litinerary is XXXXXXXXXX as my best friend is a criminal justice major this is not fair

Desired Settlement: i would like a refund of 98.40 to my master card ending in ****

Business Response: Initial Business Response /* (1000, 13, 2015/12/22) */ December 22, 2015 ****** ***** * ***** Ave ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary Number XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Comfort Inn Boston. I understand you are requesting a full refund as you had to cancel your trip due to a family emergency. At Hotwire, we secure deeply discounted rates in exchange for guaranteeing our partners the reservations on our Web site will be used as originally booked. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. For this reason, all reservations are booked as non-changeable and non-refundable. In review of your account, I confirmed that we had a phone conversation on November 27, 2015. I confirmed that you cancelled your trip due to your grandmother's medical condition. As such, to receive a possible refund, I cancelled and placed your reservation under pending review which cannot be reinstated. To validate your situation, we require medical documentation from your grandmother's doctor stating you were unable to travel on the specific dates of the reservation. We require the note to be on physician letterhead and must be signed by a doctor. Please send as an email attachment to ****************@hotwire.com. Once we receive this documentation, it will take 7-10 business to review the documents for a possible refund. You will be notified via email regarding the outcome of our review. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Use Credit card to pay for hotel got email back wrong date August 19th 2015 should have been September 19th Call back 3 times was told that my problem going to blues Festa Greenville MS Ask to Help Him with his BBQ Stand and to make HOTEL Stay at Holiday Inn Greenville talk to lady at about stay no problem ask over and over is this the right September 19th she yes so I use my Bank Card to pay after getting emails call back 3 times and was told all sales are final didn't stay Holiday On August 19th that's was Wednesday I'm at work September 19th was on a Saturday Please Help me ****** ****** Sr Thanks You

Desired Settlement: Money Back

Business Response: Initial Business Response /* (1000, 8, 2016/01/04) */ January 4, 2016 ****** ****** **** ****** Road ***** ** XXXXX In response to BBB case number XXXXXXXX, Customers Email: ************@hotmail.com Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand your dissatisfaction stems from you claiming that the dates on your hotel reservation are incorrect. As such, you are requesting a full refund. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we may locate the reservation you are referring to, please reply with the following information: - Email address that was used on the reservation - Itinerary number. - Name on the reservation. Once we receive this information, we will be able to search further. Best regards, ********* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) ************@hotmail.com ****** ****** hotel was September 19th 2015 but was make August XX XXXX

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked hotel room with Hotwire, checked email 3 times no confirmation called asked for confirmation, never got it. Was charged for room. I tried 3 times to get a confirmation, finally after talking to the 4th representative, he said I can not find any record of your booking at this point I told him that I am going with Hotels.com, In addition I told him that I shouldn't be charged he told me don't worry there is no record of the booking, now in checking my checking account online I see that Hotwire Charged me $123.64 for a hotel room that I never got. I would like a full refund from Hotwire, they are totally wrong.

Desired Settlement: I would like Hotwire.com to refund my charge for a hotel room I never used.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2015 ***** ******* ** ******** Rd ********* ** XXXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Sheraton Hartford South Hotel in Connecticut. I understand your dissatisfaction stems from not receiving the email confirmation of your booking. As such, you are requesting for refund. Based on our records, you contacted our Customer Care and several Travel Specialists assisted you by resending a copy of your confirmation email. After further investigation, I found out that the email address we have on file was incorrect, it was listed as ********@gmail.con instead of ********@gmail.com. Due to the incorrect email address and as this was not caught in the confirmation process, the itinerary never reached your inbox. While our Hot Rate(r) reservations are typically final, I am willing to honor an exception for a full refund based on the information above. The refund was issued on January 4, 2015 and refunds process back to your financial institution within 1-2 days. It is up to your financial institution's policies on when the credit will be available for use. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) That seems resonable, wrong email address.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Didn't disclose full terms of rental agreement before charging my card and then refused refund. Itinerary No. XXXXXXXXXX. Booked SUV. They did not disclose would not be AWD or 4WD (actual car is barely big enough to fit 4 people). Also was not clearly disclosed that this would be a nonrefundable/noncancellable reservation for which the full amount would be charged to my credit card without any disclosure about the actual vehicle.

Desired Settlement: Full refund and cancellation.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 14, 2015 ******** ****** *** ****** St. *** ********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Alamo Rent a Car. I understand you are dissatisfied with your recent reservation because you did not realize you will be billed at the time of booking and of the car type you received. As such, you requested a refund. Our records indicate that you book a Hot Rate (r) Car. Hot Rate(r). Our Hot Rate(r) rentals are deeply discounted, and as such, are booked as final and non-refundable. The key is getting these great low prices is flexibility: The car rental company name will be shown after you complete a booking. By allowing our partners to maintain their anonymity during the booking process, Hotwire can get you deals that are significantly below published prices. In exchange, we guarantee our car rental partners that our reservations will be used as booked. For this reason, all Hot Rate (r) bookings are non-cancellable, non-transferrable, non-changeable and non-refundable. In addition, we message in our Terms of Use, which you agreed to at the time of booking: "This booking is final (no refunds, no changes, non-transferable). Your account will be charged at the time of booking for the full rental amount, including all tax recovery charges and fees." Allow me to further explain how Hot Rate(r) works, during the booking process on the search results page, we state the types, makes and models shown are examples only. We are unable to guarantee a specific types, make or model. Actual types, makes and models are subject to availability and vary by supplier. Based on that information, I am unable to honor your refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not accepted responsibility for their unfair and deceptive advertising practices. Simply having a "no cancellation" policy does not absolve them of responsibility for fairly and accurately representing the products that they are selling. Here, they misrepresented the quality/type of the vehicle. This is a violation of the Federal Trade Commission Act, and possibly a violation of the Consumer Financial Protection Act of 2010. They are also violating the Electronic Funds Transfer Act by failing to have a consumer dispute resolution process. Final Business Response /* (4000, 9, 2016/01/04) */ January 4, 2016 ******** ****** ******************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your car reservation with Alamo in Boston Logan Airport. I regret you remain dissatisfied with your Hot Rate(r) car rental. Your dissatisfaction stems as you were unaware that you will be billed at the time of the booking process. As such, you are requesting a refund. Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. On the final page of the Hot Rate(r) hotel booking process, we provide a bulleted list of the Hotel Booking Rules and Restrictions. Prior to completing the booking, you selected a box stating you read, understood and accepted the following conditions: -All bookings are final. No refunds, changes or transfers. -Your account will be billed for the full amount when you book. Based on the information provided above, my decision has not swayed. I am unable to honor your request for a refund. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have deliberately misread my complaint. My complaint is that your booking misrepresented the type of vehicle that would be available. Your booking stated "SUV", which is commonly understood to be a vehicle "usually equipped with four-wheel drive for on-road or off-road ability." See the Wikipedia entry for SUV: https://en.wikipedia.org/wiki/Sport_utility_vehicle When I received the booking confirmation AFTER my credit card was charged, I saw that I would not be receiving an SUV with AWD or 4WD, and was later told by Alamo that they did not even stock such vehicles. This was the misrepresentation and the reason why I am entitled to a full refund.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a hotel with Hotwire using their ¨hot rate hotels¨. The price was not 65% cheaper than normal and it was more expensive than booking directly I booked a hotel in Thailand on hotwire.com on October 25th 2015 with their option of ¨hot rate hotels¨ where you don't know the name of the hotel until you pay for it. But what did show up before I paid was the general location, price and it advertised that the price I was getting was 65% less than normal and that they had a low price guarantee. Once I paid and I got my confirmation email with the hotel I had gotten I went directly on the hotel's website and not only are the prices cheaper booking directly with the hotel but the rate that hotwire gave me is definitely not 65% cheaper. I paid in full $512.71 and directly with the hotel it costs $495 dollars for the exact amount of nights and rooms. I contacted Hotwire over the phone and they said that I needed to send in screen shots and links to the website where I had found that price. I sent it in early the next day (October 26th) and they kept telling me that they couldn't open the link or see the screen shot which is ridiculous. I did that process several times and spoke to *****, **** and several others over the phone (over 3 hours talking to different people) and ended up speaking to a manager called ******. With ****** I gave her the link, she checked the website of the hotel over the phone and said that indeed there was a price difference. I told her that not only was there a price difference but it wasn't 65% less than normal. I don't just want a price guarantee because If I just get a price guarantee I could have booked directly with the hotel and gotten breakfast included which hotwire didn't offer either. To this she responded that the 65% less than normal that they advertise is a general average they give from the hotels in the area. I had been looking at the hotels in the area for quite some time and they all cost about the same so I don't know how they got that average. ****** didn't know what to answer about that and said that all she could do was put in the request for a refund or price guarantee. It has been almost a month and now I got an email answering back (because had to contact them again to see what had happened) saying that they won't give me a refund or a price guarantee because the total amount for the booking on the hotel's website shows up in Thai Bahts instead of dollars. This is true but they can see the price of a room for the exact dates in dollars and that is why I did it over the phone with ******. It is just an excuse to get out of it. They could use any official conversion rate and it would still be cheaper directly with the hotel and the rate they gave me is definitely not 65% cheaper than average. I hope you can help me get my money back. It is disgusting the way they try to manipulate their way out of everything and make the client work for mistakes they have. My hotwire Itinerary number is XXXXXXXXXX under my name ***** **** ****** staying December 30th 2015 to January 4th 2016, two rooms. The hotel's website is suansawanresort.com Thank you

Desired Settlement: I want a full refund from Hotwire or a real 65% discount on the hotel price. There is no point in taking the risk of booking a hotel without knowing the name thinking you are going to get a cheaper price if it turns out it was actually more expensive than booking directly and with less benefits.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ December 01, 2015 ***** ****** *** ******** Way ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear Tesha, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation in Away Suansawan Chiang Mai, Centara Boutique Collection. I understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received. As such you are requesting a full refund. 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 dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 4 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com. Based on the information above, we carefully reviewed the screenshot that you sent and we found out that the currency was different. The low price guarantee will only be applied if the lower rate is for the exact same details as your original reservation. Based on the information above, my decision has not swayed. I am unable to honor your request for a refund. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear *** ****** Im very sorry to hear you would rather lose another client to your false advertising than admit to your mistake and fix the problem. I'm not surprised you won't disclose the sites you got the median from. There is NO SAVINGS whatsoever. Here, in Thailand or Timbuktu that is called false advertising and it's a fraude. There is nothing I can do about the currency on the hotel's website. You can use any currency exchange rate on the market and it will still be cheaper to book directly with the hotel. There is not only no savings with Hotwire but it was more expensive and you offer less amenities (I also would have gotten free breakfast had I booked directly with the hotel). If you are going to offer an international booking service then you should be prepared to handle a simple exchange rate instead of trying to use this as an excuse. Your calculations about the savings were very wrong and instead of admitting this and correcting it your are finding an excuse. Again, I'm sorry you don't want to resolve this at this level but I will not stop. Your terms and conditions are fraudulent and a case will be made. I'm sure there are many others who would gladly participate. You know how to contact me if you would rather solve this an easier way. I also filed a complaint with the Bureau of Consumer Protection so I'm sure we will be in touch. Final Business Response /* (4000, 9, 2015/12/22) */ December 22, 2015 ***** ****** *** ******** Way ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****** I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Away Suansawan Chiang Mai, Centara Boutique Collection. I regret you remain dissatisfied with the handling of your situation as you feel you were misled on the amount of savings you received. As such, you are requesting a refund. As previously discussed, savings are based on the median published rate we've found on leading travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention. At this time, we remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to the site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within 48 hours of booking. Our decision remains the same; I am unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional. We still expect your future transactions with us. Thank you for choosing Hotwire. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotwire ripped me off. They advertised hotel next to O'Hare airport & it was way out int he middle of no where. Hotwire switched a hotel ad, the ad was hotel next to O'Hare airport but it was way far away. I specified I needed to be close to public transportation & I was flying out of O'Hare. The CSR said if I changed the reservation it would cost $390.

Desired Settlement: I would like a refund. The business is Expedia Hotwire. I spent $2000 on airline tickets & needed a hotel to go to the airport the next day & the advertisement said hotel next to O"Hare airport. It was way out in the suburbs & there would be a fee for changing it of $390 on a $102 bill.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ December 01, 2015 ****** ********* **** **** **** ****** ***** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Extended Stay America Chicago. I understand you are dissatisfied with you recent hotel booking because you did not get a hotel close to O'Hare International Airport. As such, you requested a refund. After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel with the help of one of our Travel Specialists. For Hot Rate(r) hotels, our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name and exact location until after the customer books. These restrictions enable our partners to better manage their unsold rooms. This is to provide the lowest guaranteed rates for our Hot Rate(r) hotels. Allow me to assure you our agents are trained to ensure they are recapping booking details before completing a reservation; including travel dates and location. It is of much regret if there was any miscommunication with Hotwire Customer Care while booking your hotel. In addition, before the booking is complete we provide a map that defines the area in which the hotel can be located. In your case, the area selected was "O'Hare Intl Airport ORD South, Illinois." I assure you the Extended Stay America Chicago is located within the green shaded map defining that area. Based on that information, I am unable to honor your refund request. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service provided by Hotwire is to sell hotel rooms at a discount. If the CSR would have told me that it could be refunded if I went to the Emergency Dept of a hospital or if I had bought insurance I would have so as to not lose the $113. I specifically told the CSR that there was no possible way for me & my 6 year old daughter to get to Elmhurst IL and that the taxi would cost about $250 to get there from downtown Chicago. I was told that the reservation could be changed if I gave Hotwire an additional $300. It seemed totally dishonest. It violates my civil rights as I believe as a woman I was given less attractive, hard to sell motel rooms because my male friends who used Hotwire got very attractive downtown Chicago hotels for the same price, 25th floor view of the river, not the boon docks like was foisted off on me because I'm a female. I believe the CSR purposely sent me to difficult to sell middle of no where motel because everyone at Hotwire call center is pressured to sell. It was physically impossible to get there. How can you sell a room that someone cannot get to? Final Business Response /* (4000, 9, 2015/12/23) */ December 23, 2015 ****** ********* **** **** **** ****** ***** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Extended Stay America Chicago. I regret you remain dissatisfied with the handling of your situation. I understand you are unhappy because you did not get a hotel close to O'Hare International Airport. For all Hot Rates Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed. These restrictions enable our partners to better manage their unsold rooms. Additionally, a disclaimer provided by our Travel Specialist which you agreed to before completing the reservation as follows: "After you book, the hotel's name and address will be revealed." At Hotwire we take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) hotels. To obtain these deep discounts some booking details must remain anonymous until the booking is complete. Therefore, our product offerings *** not always meet the needs of every traveller. Please note, if there's a need of a specific location, I strongly suggest you book a specific hotel with our Hotel options. To better understand your concerns, I completed a search using your preferred location and found an area that is closer to the airport which is "O'Hare Intl Airport ORD South area Hotel". Based on the information above, our decision has not swayed. I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They lie.

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotwire advertised a $1349 room at a 73% discount, received a room that was never $1349 and was less than what I was charged through Hotwire. I booked a hotwire hot rate hotel on November 15th with my Visa card. The advertised price was for a $1349.00 room for 73% off. I paid the 339.00 dollars plus fees etc. When I received the hotel I was thrilled to find out it was the new Margaritaville Hollywood Beach Resort. According to the Hotwire website and advertised price, I was to get a room that was originally $1349.00. Margaritaville told me I was booked into a inter coastal room by Hotwire that was never $1349.00. I was told by the hotel management that Hotwire booked me into the double inter coastal for $120.00. The hotel also told me that room never has been $1349.00. The regular rate for that low category room is around $300.00. I overpaid for the room through Hotwire. When I contacted Hotwire I was told that room prices change everyday and that they take an average of the prices in the area when they advertise a price. I was told that there was nothing they could do for me since it was a no refund price. I explained that according to their website, I booked, in good faith, a $1349.00 room for a discounted price of $339.00. I was once again told that prices change daily. When I told them that that room never went for $1349.00, I was once again told that they take an average of the prices. I booked a room in good faith expecting a good discount and ended up overpaying for my room. When I went on the hotel website, the Florida resident rate was $271.00 for the same double inter coastal room. I asked the hotel for an upgrade hoping something could be done, I was told since I booked third party, there was nothing they could do. I would like a refund because I did not receive what was promised or a least a partial discount. Hotwire advertised a discount, I trusted that the company would give me a room that was originally $1349.00 and I never received it.

Desired Settlement: I am seeking a refund due to the fact I did not received what was promised. If I wanted a regular inter coastal room, I would have booked a room on my own, not using a secret hotel. I used Hotwire to get the promised Hot rate.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 14, 2015 ********* ******* **** ******* *** **** ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Margaritaville Hollywood Beach Resort in Florida. I understand that you are dissatisfied with the savings that you receive on your hotel booking. As such, you are requesting a full refund. At Hotwire, savings are based on actual Hot Rate(r) Hotel bookings made in the previous 12 months as compared with the lowest published rates found on leading retail travel sites. Prices are dynamic and vary based on booking date and length of stay. There is no guarantee these savings or rates will be in effect at the time of your search. We work diligently with our partners to offer consistently low rates to our customers and we are able to bring you low rates by listing them anonymously and guaranteeing to our hotel partners that reservations will be used as booked; therefore, our Hot Rates are non-refundable and non-changeable. I can assure you that your Hotwire Hot Rate was booked at a great savings, which is why it is backed by our Low Price Guarantee. Based on that information, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Hotwire taking the time to respond. When I booked, it was made clear on the booking page that I was receiving a hotel room at 73% off. I did not receive any discount, I actually paid more for the room than the rack rate for the same room. If Hotwire can prove, that the room I stayed in, was in fact, if ever, a $1349.00 room, then I will accept the response. As a consumer, I trusted the advertisement and the discounted price advertised on the Hotwire website. Please provide documentation that the room I received at Margaretaville, at any time in the past 12 months was a $1349.00 room or the documentation to prove that at any retail hotel site, sold the same bay front double room for $1349.00. I did not receive a discount of any kind as promised by Hotwire. Unless documentation is provided then Hotwire provided false advertisement and overinflated rates. I did not receive what was advertised. Final Business Response /* (4000, 9, 2016/01/04) */ January, X XXXX ********* ******* ******************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding a hotel in Hollywood Beach, Florida. I regret you remain dissatisfied with your Hot Rate(r) hotel. Your dissatisfaction stems from the savings that you received on your hotel booking. As such, you are requesting a full refund. Please allow me to further clarify how the savings provided was derived. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotels direct rate as that was not our intention. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information are sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged for the booking and unable to issue refunds. We remain confident our business model is meeting the needs of our company's goals. Based on the information above, my decision has not swayed, we are unable to cancel the booking. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office Final Consumer Response /* (4200, 11, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the clarification. Regardless, according to your website, I was told I was receiving a 73% discount and I did not receive a discount of any kind. Once again, I paid more for the room than the hotel published rate. I think due to the misrepresentation of your website I am owed a refund of some sort. One again, I did not receive a discount of 73%. In your hot rate advertisement it was also stated that the room was originally over a thousand dollars. This was a false statement. I am willing to forgo the 100% refund and I will accept the difference of the 73% off as promised. Your website stated the percentage off of a specific price, if your company cannot honor that, then why publish it? Do you take into consideration that some of the rooms that you are using to base your pricing on *** be suites or club level rooms? If you use those rooms as a price comparison then you are also misleading the public. When you compare it should be apples to apples.

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hotwire used the tricky way to stole my money I was using the promotion email they send values customer to get $15 off discount if clicking through that email. I did follow the steps and everything worked fine until I submitted the order and hotwire fix the price from $158.12, which I agreed to pay, to $173.12 without double confirm and charged it as the final price. I did call them several times but they are not helping just kicked the ball and keep repeating the policy. I felt so disappointed about that.

Desired Settlement: Correct the amount and extra credit to make up the time I waste on this issue.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ******** ***** *** ******* Dr ******* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with W Hoboken. I understand you are dissatisfied with your recent hotel booking, as the $15.00 discount was not deducted to your Hotwire total charge. As such, you requested a refund of $15.00. We provide our customers with a final recap of all the information associated with the reservation for our customers to have the flexibility on finalizing the booking as all Hot Rate (r) reservations are non-changeable, non-transferable, non-cancellable and non-refundable. After reviewing your account, I confirmed you used your desktop to book the reservation. The promotion you were trying to apply which was WELCOME15 is only valid for customers who are new to the Hotwire Mobile Application. Based on that information, I am unable to honor your $15.00 refund request. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: When booking I selected 3 guests and there was a mistake made and I was given a room for 2 guests and a single bed The room only had a single bed for the 3 guests and they wanted 180 more for one more bed! I called and spoke to two incredibly rude customer service reps who only wanted to argue rather than discuss options and was finally after asking several times transferred to a manager. The manager offered to call the hotel for me but to no avail. And I was eventually told I have no options. This is the second time this has happened with hotwire and it is ridiculous. The customer service is appaling. I've been a long time customer and will not return

Desired Settlement: Refund or partial refund for the incorrect booking

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ****** **** ***** ********* Street ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Super 8 - Fisherman's Wharf Area in California. I understand you are dissatisfied with your recent hotel reservation, specifically with the sleeping arrangements. You are being provided one bed for three guests. As such you are requesting for refund. We take pride in being able to provide the lowest guaranteed rates for our Hot Rate(r) Hotels. Our target audience is the flexible traveller looking for the deepest discounts. To obtain these deep discounts some booking details, such as bed type must remain anonymous until the booking is complete. Therefore, our product offerings *** not always meet the needs of every traveller. All rooms booked on Hotwire will accommodate the appropriate number of guests in each room, based on the total number of guests you provided and the number of rooms you requested. We do not select the type of accommodations you will receive; rather, your reservation is sent over to the hotel who will in turn place you in a room based on their availability. Some properties *** offer pull-out couches or roll-away beds to meet the occupancy requirements of a reservation. Our partners will do their best to make your stay as comfortable as possible. I have reviewed your account, I confirmed that the reservation was booked for 1 room, 2 nights and for 2 adults. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate(r) Hotels. Based on the above information, the hotel provided you with a room able to accommodate the number of guests booked. Therefore, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ************* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked car rental from Hotwire on Sep 1 for $505.49. On Dec 8th the exact same rental cost on Dec 8 was $186.Hotwire won't refund difference of $320. I booked a car rental on Hotwire for the dates of 17th-23rd Dec at Maui airport. I reserved a compact car for the daily rate of $63.99 for 6 days. The total after tax recovery charges and fees was $505.49. ( Hotwire itinerary: XXXXXXXXXX) On Dec 8th I searched for the exact same reservation and the price differential was $320 for the same rental company. (Hotwire Reference number XXXXX-XXX-XXX) Upon calling customer service I was first told they would refund the difference after which I was made to wait 45 mins on the phone and told the reservation is non-refundable and non-cancellable and they cannot issue me a refund of the difference.

Desired Settlement: I would like a refund of $320.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ***** **** **** ***** St. *** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Alamo Rent a Car in Maui. I understand that you are dissatisfied with your car booking because you found a lower rate on December 8, 2015. As such, you are requesting a full refund. At Hotwire, we work diligently with our partners to offer consistently low rates to our customers. Being that we work with live inventory, rates are dynamic and will depend on what is available at the time that you made the search for a reservation. After reviewing your account, I confirmed you booked a Hot Rate(r) Car on September 1, 2015. Per the Hotwire Terms of Use, all Hot Rate (r) bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing this booking, you selected a box stating you read, understood and accepted the Terms of use. In addition, an information in our Terms of Use and Help Center is addressed as follows: "Within 24 hours of booking, if you find a lower rate for an identical booking, we'll pay you the difference between the rates" Based on that information, 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 occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am a registered nurse and am mandated to work and I'm being refused a change in my flight & My personal information was given without verification. As an emergency room head nurse in charge of a department I am unable to travel, due to low staffing I am being mandated to work. As this has happened before I purchase insurance on my tickets all of the time, I am now being told by several agents I never purchased insurance, after one associate confirmed I did. I did not have all of the information required to obtain any information on my travels, however several representatives were more than willing to give me everything and even email me my itinerary to an email that was not on file. The representatives not only compromised my security and personal information, but also provided the worst customer service and continuously ended the call on their own, refused to connect me to supervisors, refused to provide ID numbers, and left me on hold for hours. I was not asking for my trip to be canceled, but for the money I paid for my flight to be used towards a flight on a later date.

Desired Settlement: As I purchased insurance on my ticket, in case anything came up as it did, so I could change the day of travel if needed. I would like an airline credit that I can use in the month of January, when my mandated work schedule is lifted.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 Better Business Bureau Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-XXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting Ms. ******* please provide an itinerary number and the email address associated to the customer's account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, ****** ******* Tier 3 Customer Service Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: supposedly Hotwire issued back 258$, but I never received the money. itinerary # XXXXXXXXXX. ref. XXXXXXXXXX I have received the most horrible customer service by far. Hotwire reps have been misinforming me on my account every time I call it's something new. nobody can tell me a straight answer on what is going on. I was refunded back 154 which was for the reservation and 156(I believe) few months back. when I ask to speak with a manager the request never goes through. if their calls are being recorded then Hotwire sees how many times I've called about 30x to get this issue resolved. the only supervisor that has been helpful is ****, everyone else I have spoken with was either rude or incompetent and the end result is we cannot help you. this issue has been going on since August. but nobody knows where my money is but they have admitted that they owe me 258$. if that is the case then why haven't they helped me to issue me a new check if they see that the amount hasn't been accepted.?

Desired Settlement: 258$ refunded back to me

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ***** ************* **** ****** ***** Place Apt *** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Grand Palms Hotel Spa & Golf Resort. I understand your dissatisfaction stems from the refund that you have been following up since August. First, allow me to apologize for the inconvenience this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. To recap our conversation on December 8, 2015, I confirmed the refund was issued on August 18, 2015 and you validated the funds were received on August 20, 2015. We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional. Best regards, *******. Customer Care Relations Hotwire Corporate Office

1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Company mislead via its website which hotels were a 2.5 star and reserved a subpar hotel. Company would not refund or switch hotels I went to book a hotel on Hotwire.com. I selected their 60% off secrete hotel deal for a 2.5 star after looking at all the hotels they had available on their site. No where on their site did they have the Jameson Inn in Wilson, NC listed. They listed quality hotels like the Hampton Inn as a 2.5 star. I comfortably selected the deal because based on their website I had confidence I would not get the Jameson Inn. Of course after they took my money they gave me the Jameson Inn. I called customer service to cancel despite the fact the terms said no cancelation because they did a bait and switch by providing a motel that was no where as an option on their website. The supervisor told me she would not cancel or switch me to a better hotel. She also stated even if I had purchased insurance they would not honor it (another mislead on their website).

Desired Settlement: I want my money refunded and Hotwire to list the possible hotels on their regular rate listing selection not just their nice 2.5 star hotels so customers will know that they also give budget motels the same rating and there is no room for customers to believe that they *** get a hotel that wasnt even available to out right book on their website

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 22, 2015 ****** ****** **** ****** lane ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Jameson Inns - Wilson. I understand you are dissatisfied with your recent Hot Rate(r) Hotel reservation, specifically with the star rating and that you received a hotel that was not listed on the Web site as an example. As such you are requesting a full refund. Currently there is no national or international standard for hotel rating systems, so individual ratings can vary by source. We continually review and update the star rating of each property to ensure the ratings accurately reflect the overall service, accommodations and facilities of the hotel. To determine Star Rating, Hotwire first incorporates Expedia's star rating for the hotel and then adjusts the rating up or down based on direct Hotwire customer feedback. With our customers providing Hotwire with over half a million hotel reviews every year, we want our customers to have a larger say on what is the "right" star rating for a particular hotel. At Hotwire, we strive for clarity during the booking process. After searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s). For our Hot Rates(r), we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighbourhoods. At the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examples. Next to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer *** receive when completing their reservation. Allow me to assure you, it is never our intention to mislead our customers. In addition, we guarantee customers a clean and comfortable stay. If there is a quality concern with the hotel, we first want to provide our partners with the opportunity to rectify the situation. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at XXX-XXX-XXXX for further review. Based on the information above and upon confirming that you were able to utilize the reservation, I am unable to honor your request for refund. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ****** ******* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Pending PROLONGED credit for Hotwire itinerary XXXXXXXXXX with no sign of resolution. I booked Hotwire itinerary XXXXXXXXXX on November the 13th for check-in at Holiday Inn San Francisco International Airport 275 S. Airport Blvd. South San Francisco, CA, XXXXX from 11/13/XXXX-XX/15/2015. The evening of 11/13/2015 we were in San Francisco coming from dinner on our way to the hotel we became victim of a hit and run with a cabbie. There was no injury just a very damaged driver side door, which could not close voluntarily. We immediately contacted our insurance Co; Liberty Mutual and filed a claim (claim # XXXXXXXXX) and we were directed to bring the vehicle home for servicing at a participating auto body shop. Shortly after reporting the incident, we contacted Hotwire customer support to explain the situation and the rep indicated that he would open an instigation to research a full refund. Her explained I should elect to submit a copy of the police report, or Dr. documentation and I explained that we had neither as there was no injury to us but could provide the documentation from the insurance company confirming the incident and the instructions to return home for repairs. The rep instructed to submit what I had available regarding the incident and it would be reviewed. It has now been almost month and I have sent multiple emails from my insurance company reflecting the time date of the incident and the request from ****** *********** ; Sr. Claims Representative at Liberty Mutual Insurance (XXX) XXX-XXXX ext. XXXXX to return home immediately for servicing. Each time I contacted Hotwire 5 times regarding the incident and have spoke to 2 supervisors without resolution. Each time I call, they tell me my Status is "pending supporting documentation" and that they note my account and re-open ANOTHER (this makes 4) review investigation files for a credit. In addition, the documentation between reps on my account is less than sufficient as each time I call they are still asking me what my phone number on file is and claim its never on file. I am always feeling rushed in my dealings with them and as a consumer have not had any reassurance that they re working on my behalf as there is never any follow up.

Desired Settlement: Full credit in the amount of $174.70.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ***** ******** **** **** ****** Circle ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Holiday Inn San Francisco International Airport. I understand your dissatisfaction stems from the refund request which was initiated in November. We obtain discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident our reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the hotel. Regardless of whether or not the reservation is used, we are charged and for this reason are unable to refund Hot Rate reservations. Upon further review, I learned that an insurance claim was sent to our Research Team to verify. I checked the documents and find it valid. While our reservations a typically non-refundable, based on my findings I feel a full refund is warranted. We processed the refund and it typically takes 1-2 business days for the funds to return to your financial institution. From there, it is up to your financial institution as to when the funds will be available for use. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The Hot Rate produced a hotel that was unsafe. I would like either a refund or credit for the amount paid on the Hotwire.com site. Hotwire Itinerary: XXXXXXXXXX I booked a hotel room around 1:00 am via your online app using the 'Hot Rate' reservation because I preferred to sleep rather than travel home an additional 40mins. I was traveling by myself as a single woman. Upon booking, the app advertised I would get selections similar to Crowne Plaza, Holiday Inn Express, etc. Because I am familiar with the area, I trusted Hotwire would accommodate accordingly as I have used this site many times. The results produced Days Inn near the New Orleans airport. I allowed GPS to guide me there and was horrified with how unsafe this property looked and the type of clientele I saw when I arrived. I immediately called Customer Service at 1:26am. The representative left me on hold for a very long time. Because I was by myself...a single, female. I did NOT get out of my car. Instead, I took my chances and drove home (approx. 40 mins) because I did not feel safe getting out to stay at this hotel. The New Orleans airport actually has hotels like Holiday Inn Express, Hilton, Wyndam, etc. So when I used the rate, I definitely expected decent accommodations. I called this morning (8:59am) and spoke to '*****' to tell her about my experience and see if she could offer some remedy. She proceeded to tell me the non-refundable policy, but then went a step further by telling me "it would be a waste of my time speaking to a supervisor because they will tell me the same exact thing". I am ok without receiving a refund, but certainly expected Hotwire to help rectify in some way considering my circumstances. I have used Hotwire many times in the past and have trusted the Hot Rate, but in this instance it did not meet the standards or customer satisfaction I've come to rely on from this site.

Desired Settlement: Because I booked the room at 1:00am this morning (12/12/15) and did not feel safe getting out of my car at that time of morning considering the unsafe environment, I am requesting the amount paid for this hotel ($69.47) be refunded back to my account.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 ****** ****** XXXXX ********* Dr. ********* ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ******, Thank you for the opportunity to address your concerns with Hotwire as sent through the Better Business Bureau, regarding your booking with Days Inn New Orleans Airport. I understand you were dissatisfied with your recent hotel booking, as you feel unsafe with the hotel's location. As such, you are requesting a refund. Please understand, we are unable to discriminate against working with a property because of the neighborhood in which it resides. We allow our hotel partners to provide customers with a safe environment and are confident in the hotel's ability to correct any safety matters that *** arise at the property. Regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. As I understand this was not the case with your reservation, please accept my sincere apologies. Allow me to assure you Hotwire prioritizes the safety and cleanliness of a property as a matter of up most importance. This is not typical of what our customers can expect when booking with Hotwire. Based on your concerns regarding safety issues at this hotel, I read reviews on numerous sites I did not find a trend of reviews surrounding safety concerns with the hotel itself from past guests. Based on the information above, I am unable to honor your refund request. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, **************** Customer Care Relations Hotwire Corporate Office

1/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: At the time I reserved a rental the website said book now cancel later. Less than 24 hours later I tried to cancel and was told they eont cancel XXXXXXXXXX itinerary number. On 12/12 I reserved a car with Hotwire. At the time the website said the demand for cars was heavy and to book soon. It also said book now, cancel at anytime. Less than 24 hours later I tried to cancel and was denied. I've exchanged several emails and their stance is their loyalty to the rental agency trumps that of the customer. They say they don't give refunds even though they advertise that they do. ADDITIONAL DETAILS: Case is being handled by another organization: Pay pal

Desired Settlement: I wish to cancel the reservation and receive a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ December 23, 2015 *** ******* *** ********* Avenue North *************** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ***, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your reservation with Hertz Car Rental. I understand you are dissatisfied with your recent car reservation. Upon contacting Hotwire Customer Care to cancel, you were advised booking is final. As such, you requested a refund. We obtain deeply discounted rates in exchange for guaranteed reservations. If our partners can be absolutely confident reservations will be used as sold, they are willing to offer reduced rates. Once a reservation is confirmed on our Web site, the details of your booking and our payment information is sent directly to the rental agency. Regardless of whether or not the reservation is used, we are charged and for this reason we are unable to refund this reservation. Per the Hotwire Terms of Use, all bookings are final and cannot be cancelled, refunded, changed, exchanged or transferred. Prior to completing the booking, you selected a box stating you read, understood and accepted those conditions. Based on the information mentioned above, I am unable to honor your request for a refund. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best Regards, ******** ******* Customer Care Relations Hotwire Corporate Office

1/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a room at Baymont Inn, but no rooms were available. Hotwires stated to find room on my own at another hotel and they would refund the price. On November 13th I used hotwire to purchase a hotel reservation with Baymont Inn and Suites Indianapolis West. When I arrived at Baymont Inn and Suites I was informed there was a system error and that they had been having problems with hotwire bookings. They did not have any room available and was not sure of availability elsewhere. Because I booked through hotwire there was nothing they could do, I would have to contact hotwire. I called hotwire, but between the hold times, as well as having to call back twice because I was disconnected when I asked to speak with management it was past midnight. Hotwire informed me there was nothing they could do to rebook me into another room because it was past midnight, that I could locate another hotel room, send them the receipt and they would refund me the price of the new room, plus a 25 dollar credit due to the inconvenience. Luckily, I was able to find a room at Clarion Inn and Suites, 12 miles away from where I currently was, but the price was 94.77. I had to pay this amount, after already paying for the room through hotwire, meaning I now have 2 hotel charges on my card for the same night. When I arrived at the hotel, date was now Nov. 14th, I sent an email to hotwire. Several questions I raised in the emails were not answered, therefore that day I had to correspond 3 times. (I have the emails if they need to be seen). Finally I was told to get my refund I had to send in documentation of the room proving that Baymont Inn and Suites did not have rooms (I have the cancelled room stating this) as well as the receipt for what I paid at Clarion Inn and Suites (new receipt), as well as a credit card statement showing the new charges (I took a screen shot of my bank/credit account showing this).I immediately sent in the documentation. I received an email stating a refund was being processed but would take 7-10 business days. I waited 7-10 business days, but did not receive a refund on my credit card. On Nov. 29, I emailed hotwire to see the status of the refund and was told, "that a refund request has been sent to our Finance Department on November 15, 2015. Please be advised that the amount will be manually refunded; thus, the refund process *** take longer than expected. I regret any inconvenience this *** cause you." I responded to ask what it mean to do a manual refund, how long does it typically take, and how this refund would be issued. After waiting an additional 10 days I again emailed hotwire on Dec. 12th, as we were 1 day shy of a month from the original incident, and 3 weeks past 10 business days. I asked if there was someone that I could speak with, as well as provided my phone number. I have this email as well if it needs to be seen. The response given on this date was "Upon checking the notes on your account, I have confirmed that it's already been forwarded to our Finance Department. We recognize that this is frustrating to you, however, please understand that it *** take a while to complete this processed. Please bear with us as we want to make sure that everything has been checked you will be notify via email once this has been completed. Just make sure that you regularly check your emails to keep you updated. We truly appreciate your utmost understanding regarding this matter." On yesterday, December 16th I decided that emails are obviously not working and that I would give hotwire a call. I spoke with ****, ID # XXXXXXXXX who stated that she would again send my information to the finance department, and that she would expedite it, and that someone from the department should contact me, but it *** be another 7-10 business days. As of now I have not heard from anyone in the finance department, I still don't know why my refund has to be a manual refund, and also have not been refunded the money.

Desired Settlement: At this point I am a little perturb as the charge of 94.77 is on my credit card and is building interest every day. I would like a refund of the 94.77 plus interest, as I will now have to pay more than this amount to the credit card company.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2015 ***** ***** **** W *** St. ******, ** XXXXX-XXXX In response to BBB case number XXXXXXXX, Itinerary number XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Baymont Inn and Suites Indianapolis West. I understand your dissatisfaction stems from the refund request that was initiated in November. First, allow me to apologize for any inconvenience or frustration this has caused you. I appreciate you took the time to express your concerns. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. Upon investigation, I have confirmed that our Finance Department has already processed the refund of $ 94.77 back into your account on December 17, 2015. I suggest contacting your financial institution as to when the funds will be available for use. Along with the refund, please accept 25 HotDollars I applied to your account under *************@aol.com. HotDollars are equivalent to US Dollars that can be used on booking HotRate (r) Hotels and HotRate(r) Cars which is valid for 1 year. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ***** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire did not provide us with suitable accommodation as advertised and have offered little to no support through painfully long correspondance time. Hotwire Itinerary #XXXXXXXXXX On August 22nd,2015, we booked a "Hot Rate 2.5 Star" hotel in Portage, Indiana through Hotwire.Com. Hotwire describes this category of room as similar to Hampton, La Quinta and Holiday Inn Express and says "These clean and comfortable establishments offer more than just the basics. Limited service makes your stay affordable without compromising on quality". we paid 73.73 CAD. We were booked into the "Travel Inn" in Portage. When we arrived we found the following; A shower with mold, an air vent that was blocked by dirt and debris, a urine stained and ripped comforter, and a room that was ANYTHING but "clean and comfortable". We took pictures of the shower, the air vent, the comforter and the room in general. (These pictures have since been forwarded to Hotwire on 5 different occasions...emailed twice, mailed twice and faxed once). We IMMEDIATELY attended the front desk and were told by an older lady that there was nothing she could do for us, as her son was the Manager and he was not there anymore. We left the hotel and drove for a distance before finding another one. I contacted Hotwire two days later once we arrived back home in Canada. That began a process of dealing with 4 different associates over the phone, and 12 different associates via email! During this 2 month process I have been made to jump through hoops which has included emailing or explaining the entire situation SEVERAL times, emailing the pictures twice, mailing the pictures via hardcopy (at my expense) twice to DIFFERENT addresses provided by Hotwire, and faxed once. Each and everytime I do what Hotwire has asked me to do, be it send the pictures or RE-EXPLAIN the situation, they tell me the same thing...they will give me $25 "Hot Dollars" for future Hotwire use...because it is MY FAULT that I did not contact Hotwire that night to remedy the situation. All representatives have told me that the reason they keep their prices low is because these rooms are "non-refundable". I have read and am FULLY aware of the Hotwire terms...including that they PROMISE to provide you with a room consistent with the Star Rating that they have assigned it to. SURELY...a room with a MOLDY SHOWER, A DISGUSTING AIR VENT CLOGGED WITH DEBRIS AND A URINE STAINED RIPPED COMFORTER IS NOT A "CLEAN AND COMFORTABLE ROOM". Hotwire's explanation changed to saying that they could not refund me because our "stay was complete". I explained to them countless times that we DID NOT stay for longer than it took for us to take pictures, and I have offered countless times to send them a copy of the invoice from the hotel that we DID stay at, to prove that we did not stay at the Travel Inn. They have ignored this. I am willing and able to provide you with the emails that have gone back and forth for two months, along with copies of the pictures that I took of the Travel Inn and subsequently forwarded to Hotwire, upon their request, on five separate occasions. Thank You for your assistance.

Desired Settlement: I wish to be refunded in the amount of 73.73CAD which is what we paid to stay at a hotel that was dirty, disgusting and not what we were promised.

Business Response: Initial Business Response /* (1000, 7, 2015/11/23) */ November 23, 2015 ********* ******** XXXX X ******** ****** ********* ** *** *** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********* Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Travel Inn Portage. I understand your dissatisfaction stems over the quality of your recent hotel booking. As such, you request a refund. At Hotwire, we guarantee customers a clean and comfortable stay. If 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 rooms. In 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. Because contact was not made to us until after the reservation dates, please understand our options are very limited. Allow me to assure you Hotwire regards cleanliness in its utmost importance. As such, I did further investigate reviews pertaining to the Travel Inn Portage. Based on your concerns regarding the condition issues at this hotel, I further researched the property. I read numerous reviews and did found reviews on the hotel's condition concerns. We apologize for the inconvenience this has caused you. Upon further investigation, I contacted the hotel and talked to Kenny. She informed us that the room was utilized. As such, I am unable to honor your refund request. For the inconvenience, we have applied 25 Hotdollars to your account under ******@gmail.com. Hotdollars can be used on your future HotRate(r) Hotels, Hotels and HotRate(r) Car bookings and is valid for 1 year expiring on October 28, 2016. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hotwire now admits that they DID NOT provide us with a clean and comfortable room as was promised, and that they have received other complaints about this hotel However, they are stating that they cannot offer a refund because we "utilized" the room. THIS IS NOT THE CASE. After entering the room at the Travel Inn and finding it to be disgusting, we stayed 5 minutes and took pictures. We touched NOTHING. We then went to the "front desk" to complain and were met by a woman who said she could not help us, because her son is "the boss" and he was not there. There was also a language barrier and the woman was of no assistance to us, whatsoever. We decided to leave because we did not want to spend another minute there, and she was unable to help us. The claim by HOTWIRE that we utilized the room is completely FALSE. In fact, I have offered on SEVERAL occasions to provide HOTWIRE with a copy of my bill and credit card statement from the Clarion Inn, in Michigan, that we actually stayed at! This will PROVE that we did NOT utilize the room at Travel Inn. I have asked HOTWIRE SEVERAL times where I can send the proof of our stay at a different hotel to, and they have just ignored it. As for why we did not call HOTWIRE on the night of our issue? Because I was not confident that HOTWIRE would provide a solution, plain and simple! Why would I trust a company who had just failed to provide a customer with something that they promise? i WOULD LIKE TO SEND HOTWIRE A COPY OF MY INVOICE AND CREDIT CARD BILL FROM THE ALTERNATE HOTEL THAT WE FOUND, 45 MINUTES AWAY, ON OUR OWN. Again, this will prove that we DID NOT utilize the room, and negate the excuse offered in their response. I am disgusted by this company and ready to take this to any level necessary. Now that they agree that the hotel was not up to their promised standards, and knowing that I can PROVE that we did not utilize the disgusting room, I don;t see what further explanation they can come up with. I've heard a number of excuses from them already. We are being penalized for HOTWIRE's mistake. Please let me know where I can send my proof of stay at the Clarion hotel in Kalamazoo, Michigan. Thank you Final Business Response /* (4000, 12, 2015/12/14) */ December 14, 2015 ********* **************************************************** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *********, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your reservation with Travel Inn Portage. I understand that you are dissatisfied with the quality of the hotel you received on your recent booking. As such, you are requesting a full refund. As previously mentioned, we guarantee that regardless of a hotel's star rating; you should expect a quality experience from our hotel suppliers, including a clean, comfortable room. If 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 rooms. In the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care for further review. Because contact was not made to us until after the reservation dates, please understand our options are limited. We have contacted the hotel and was informed that you were able to utilize the reservation. If this isn't the case please send us a copy of the receipt of the alternate hotel stay and the bank statement that shows the charges. To resolve your issue as quickly as possible, please email the documents to ***************@hotwire.com. Our goal is to exceed your expectations and we regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ************* Customer Care Relations Hotwire Corporate Office

1/5/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: When booking told I was getting a discount on hotel. When my hotel was revealed, its the same hotel rate quoted on all other sites. No discount at all I booked a hotel on Hotwire for a hotel in Brazil on December 8th, 2015. I was told it was at a discounted rate, but when my hotel was revealed it was absolutely the exact same rate as their partner companies (Expedia) as well as Booking.com, Despegar.cl, and even the actual hotel's website. I got a 0% discount but was reeled into a false advertising scheme where I purchased this hotel thinking I was getting some sort of discount. Of course if I am paying the actual price of the hotel, I am going to choose it myself rather than letting Hotwire choose it for me. This methodology makes absolutely no sense, it is like paying $126 to have a surprise at the exact same value? This is absolutely against what the company portrays themselves is, and I genuinely feel like this is false advertising. As someone who travels a lot and has a lot of insight into the industry, I do not understand how this logic and business practice is still allowed to continue. I immediately called to try and resolve this, and at least get some sort of credit. I was hung up on after my first attempt, the second attempt I got some progress but then the phone cut off and I never received a call back. The third time I tried I waited for at least an hour back and forth and was given attitude. Finally I was told I can have a $25 credit for their website, which to me was actually embarrassing as they offer a $25 credit to users booking through their App. I expressed that I knew this and I would not accept this as a resolution, and that I was not necessarily even looking for a refund, just the promised discount that I was told I was being getting when booking the actual hotel. Finally after the customer service representative was noticeably annoyed that I did not take their ridiculous resolution, I was told What do you want?? I said, I would love to have a refund but I know that is not going to happen. She put me on hold and told me I was going to be forwarded to investigations and they will decide if I would be getting a refund. She told me she would send me confirmation of this, and the call ended after I confirmed a few times the things she said to me. I never received this so called confirmation email, and at this point I am going to Brazil in 5 days and am supposed to check into the hotel in 8 (December 19th, 2015) so if I do not resolve this within a few days I will not have accommodations. I tried to call one last time after receiving a generic email stating I will not be receiving a refund, and I was told by the customer service representative the exact same thing the email said. I told her I was not satisfied with their generic response and I wanted to speak with a supervisor. I was told she was the floor supervisor and that they will tell me the exact same thing. I told her I was not satisfied this, so she proceeded to put me on hold for 25 minutes, and then I was eventually hung up on. I still have yet to hear anything back and I want a resolution for the horrible practices this company does by tricking consumers into believing they are getting a discount.

Desired Settlement: I am seeking 1 of 2 things. The initial discount in the form of refunding the 43% discount on the hotel you falsely advertised on your website.I would like this to be returned to my credit card, I am not interested in having any type of credit as I will never use your services again. If not, I am seeking a full refund of the charges of $126 Canadian dollars.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ December 22, 2015 ******** ****** *** ***** ** **** Drive ********* ** *** *** In response to the BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your Hot Rate(r) hotel reservation in Buzios, Brazil. I understand you are dissatisfied with your recent hotel reservation, as you said that you did not receive the savings advertised online and the rate you got was the same as on the other sites. As such, you are requesting a full refund. We do advertise discounted rates, however we are unable to guarantee the amount of savings on every reservation. Our Low Price Guarantee provides a refund in the amount the difference to customers who find a lower rate than the Hotwire rate within 24 hours of booking. Please allow me to clarify how the savings promoted on our site is determined. Savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Due to our understanding of supply and demand we choose not to disclose the sites we calculate these savings from. Because we work with live inventory, please understand rates fluctuate based on availability. I apologize if our site led you to the assumption the savings provided was based on this hotel specifically as this was not our intention. In review of your account I confirmed we booked you into a different property as the original hotel couldn't locate your reservation. We also covered the difference on your new booking due to the error. Based on the information above, we are unable to honor your refund request. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was given a refund and a suitable solution, due to the fact that once I got on sight to the hotel, they had no record of my reservation and told me they have had multiple problems with Hotwire and Expedia in the past in this regard. After 3 calls being disconnected, I was able to talk to a customer service representative who was finally helpful, and did not put me on hold the whole time. After 2.5 hours of trying to fix the situation, I was refunded the first reservation, and the re-booked at a nice hotel down the road for a reasonable price, with Hotwire credits used to ease the cost. I am satisfied with the response to the problem that there was no reservation actually confirmed in the hotels system, however still not impressed by the lack of customer service of this company. It is unfortunate that I lost 2.5 hours of my vacation time in near tears where I could have been enjoying the beach, however at least the situation was finally resolved.

1/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hotwire refuses a refund to me even though they booked a 2.5 star that they call a 3 star when no one else does and it's filthy for my CHD child! I need your urgent attention immediately! I booked a hotel that Hotwire said was a 3 star and yet the reviews were horrible about broken, dirty rooms and bugs! I called them and they seemed to understood that I had a medical fragile CHD child (he has a pacemaker) you can look him up here: http://www.**********************************************************************************************They agree that we could not take a chance staying in a dirty hotel that could make him very sick! But they then instead of just giving me a refund on int. number XXXXXXXXXX they FORCED me to rebook a new hotel or they would NOT give me a refund! So I reluctantly did even though I asked if I could just have a refund and was told no. So I asked for a 3 star and was told that they found me a 3 star. I reluctantly let them charge my card again(!) for int. number XXXXXXXXXX and found out that they booked me a WORSE place!!! It was NOT a 3 star because every other website including trip advisor and hotels.com has it as a 2.5 star and even the recent reviews as of Dec 2015 has horrific bug, dirty, safety, theft issues!!!! I can't risk my son getting a disease and I felt I was lied to by HOTWIRE for telling me they were trying to help me only to put me in a lower star than I booked and a worse than dirtier place! I just want my refund again and I will gladly even book a place that I know what I am booking before hand but I will never book sight unseen again after they places you are calling 3 stars!!! Please help me!!!!

Desired Settlement: I want a refund of my 123 dollars.

Business Response: Final Consumer Response /* (2000, 6, 2016/01/05) */ Someone resolved my issue, I would like to close my case, thank you!

1/5/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have photographic proof that Hotwire falsely had my wife think she booked a 3 star hotel when it was a 2 star and the proof is on their own website! My wife booked at "3 star" with Hotwire per the rep on the phone that was supposedly helping her find a great safe, clean place after issuing her s refund for booking a dirty, filthy, broken place. He forced her to book a stay with the new place before he would issue her a refund. By their own website and others that they are all owned by Expedia such as hotel and Travelocity all show (including Hotwire) it as a 2 or 2.5 star not a 3! That's false advertising that you book someone a supposed 3 stars that on your website says a 2 star! I want her to get a full refund for $123.11.

Desired Settlement: she needs a refund of $123.11

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ January 4, 2016 ***** ******* *** ***** ***** Dr. ***** ***** ** XXXXX In response to BBB case number XXXXXXXX, Customer's email address **********@yahoo.com Dear *****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding a hotel reservation. I understand you are dissatisfied with your recent hotel reservation, specifically with the 3.0 star rating of the property. As such, you requested a refund. I attempted to locate the booking you referenced. However, I am unable to locate the Hotwire booking with the information you provided. So we *** locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */ Someone helped resolve my issues, I would like to close my case, thank you!!!

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I made a car rental reservation via phone on November 23, 2015. I booked from November 24-26. I didn't receive confirmation but I was still charged. I made a car rental reservation via phone on November 23, 2015. I made it from November 24-26, 2015. I was told I would receive a confirmation via email but never did. That night I was already charged to my credit card for $114.73. The next morning around 9AM I called Hotwire and spoke to 3 different people and no one was able to find a reservation under my name. So promptly after at 9:25AM I called my bank, Wells Fargo to file a claim against this transaction. (The reference number is XXXXXXXX). To this date I am still waiting on a resolution from either parties.

Desired Settlement: The resolution I am seeking is a refund of the full amount for $114.73 due to the fact that the service was never rendered.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ December 30, 2015 ****** ******* XXXXX ** *** CT APT ***** ****** ** XXXXX In response to BBB case number XXXXXXXX, Customers email: ***********@yahoo.com Dear ******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand you were dissatisfied with your recent reservation, as you did not receive the email confirmation for your booking. As such you are requesting for a full refund in the amount of $114.73. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire booking with the information you provided. I also tried check the email you provided on the complaint without success. So we *** locate the reservation you are referring to, please reply with the following information: - Email address that was used on the reservation - Telephone number that was used. - Name on the reservation. Once we receive this information, we will be able to search further. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */ EMAIL FROM CONSUMER: case # XXXXXXXX The Hotwire dispute, in regards the car rental of $ 114.73, has been resolved. I received a full refund on my Wells Fargo credit card. Thanks for your support. Sincerely. ****** *******

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 11.11 I book a 2 night stay in Paris, via hotwire.com. 2 days later, Paris is bombed. On 23.11 the us govt. issues a travel alert. Refund wanted I have booked a 2-night stay at a hotel in Paris, just before the bombings, via hotwire.com ITINERARY NUMBER: XXXXXXXXX. The rate is non refundable. The stay is for the nights of 25 and 26.12 (Christmas). The US governement, on 23.11 issued a travel alert warning against travels, ESPECIALLY DURING PUBLIC HOLIDAYS (Christmas). I feel unsafe for me and my family to travel to Paris and WE DON'T WANT TO GO ANYMORE. We request a refund.

Desired Settlement: Refund in full-

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 14, 2015 **** ***** XXXXX ****** Drive ******* *** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation in Radisson Blu Hotel Paris Champs Elysees. I understand you are dissatisfied with your hotel reservation, as you were requesting to cancel your booking because of the recent Paris situation. On Hotwire, there are two types of hotel reservations: Hotwire Hot Rate(r) Hotels and Hotels. For Hotels, details are provided prior to booking and *** be refundable; cancellation policies vary by hotel. You can find the cancellation policy during the booking process or on the confirmation email we provide after booking. For all Hot Rate(r) Hotels, bookings are final and cannot be cancelled, refunded, exchanged, transferred, or changed, even for a fee. Our hotel suppliers are able to offer their unsold rooms at discounted rates on Hotwire because we withhold their name until after the customer books and our reservations are non-refundable. These restrictions enable our partners to better manage their unsold rooms. After reviewing your reservation, I confirmed you booked a Hot Rate(r) hotel. We obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally sold. Once we confirm a reservation, the booking details and payment information are sent directly to the supplier. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: LAIRS!!! I've booked with Hotwire countless times before.. this time the offering was a"3" star hotel discounted at 71% off which was a LIE. It also s LAIRS!!! I've booked with Hotwire countless times before.. this time the offering was a"3" star hotel discounted at 71% off which was a LIE. It also said it was like the Holiday Inn , Ramada , Clarion & Comfort Inn which were all in the Altamonte Springs area but when I purchased the "deal" I was given the America's Best Inn which is not in the same price range as the other ones and when I did the math there was NO WAY this hotel could be discounted 71% that would have made it 13.63 (before tax) and I was charged 35.65. Not to mention, the rating was 1.7 stars on google but 2.5 on their site such LIARS. When I called to complain they told me "a sale are finals" my problem is that this was a bait-and-switch and therefore illegal and unacceptable.

Desired Settlement: I want my money back and for them to stop lying.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 14, 2015 ****** ******** *** ** **** Street ********* ****** ** In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****** I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation with America's Best Inn and Suites - Altamonte Springs in Florida. I understand you are dissatisfied with your recent hotel reservation, specifically with the savings you received with this booking. As such you are requesting a refund. Our crossed out savings are based on the median published rate we've found on leading retail travel sites in the last 24-48 hours for the same neighborhood, star rating and stay dates. Allow me to further clarify. If we were to compile a list of the retail rates we found for all the 2.5 star hotels in the area you booked for your travel dates, the median would represent the retail rate falling in the middle of the list. Due to our understanding of supply and demand however, we choose not to disclose the sites we calculate these savings from. I apologize for any confusion. Allow me to assure you we work hard to negotiate the lowest rates with our partners. While we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservation. There are times when one of our partners offers similar rates through other travel Web sites or by booking directly. Our Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within 24 hours of booking, contingent the claim is from a source outside of Hotwire.com. Please be assured, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. The intention of listing the last hotel received, is to provide our consumers with an idea of the quality of hotel they *** receive. On the page where you find the last hotel booked information we also share, general hotel brand examples for a specific star rating. In specific, we state the following: Hotels in our 2.5-star collection are Holiday Inn Express, Best Western, Comfort Suites, Clarion Inn. Hotels don't want to advertise prices this low. You'll get the hotel name after you book, so the hotel keeps its good image. (These hotels are examples, not a guarantee.) Based on the information provided above, I remain confident we provided the lowest pre-tax rate for this property within 24 hours of and I am unable to honor your request for a refund. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was charged more than the agreed upon fee for a car rental booked through Hotwire and provided by Alamo. I rented a car through Hotwire on 10/26/15. My credit card was then charged by Alamo Rent-A-Car that day, in the amount of $203.11, which was the agreed upon grand total when I booked the rental. Inexplicably, a second charge from Alamo shows up on my credit card statement on 11/6/15 in the amount of $120.15. Upon contacting Alamo about this issue, I got an email back from *****, who says, "due to modifying the rental under the conditions of the Hotwire rate, the rate can change." So, I contacted Hotwire and asked for a refund of the extra $120.15, and got an email back from ******, stating, "reservations cannot be changed, transferred or refunded." So, Alamo doesn't want to issue me a refund because the rate changed, and Hotwire doesn't want to refund the money because the reservation can't be changed, transferred, or refunded. The Hotwire itinerary number is XXXXXXXXXX. The Alamo confirmation code is XXXXXXXXXX. The Alamo reference number for my dispute is XXXXXXXX.

Desired Settlement: A refund of the $120.15 and an apology for making me go through all this hassle to get my money.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 14, 2015 ******** ******** **** W. ****** Cir. ********** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your car reservation under Alamo car rental in Omaha Airport. I understand you are dissatisfied with your recent car reservation, specifically because you were charged an additional $120.15 by Alamo. As such you are requesting a full refund. In review of your account, what you have book is one of our prepaid standard rate that you will pay the reservation at the counter. The amount agreed at the time of booking was $203.11. We can review the situation further if you share the receipt with us. This will allow us to determine what specific things the agency billed for. We request this document to be emailed as attachment to ***************@hotwire.com. Once we receive this documentation, it will take 7-10 business to review further and provide an update. Our goal is to exceed your expectations and regret we did not do so on this occasion. We hope we have the opportunity to better serve your travel needs in the near future. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/4/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Hotwire.com is engaged in stealing peoples email addresses and creating accounts that are not authorized. Hotwire.com has an advertisement that if you subscribe to their email services you can recieve $10.00 off your next booking. When you enter your email address and zip code it automatically says that you've already signed up. You can then go into the sign in location on the website, go through the forgot password ***** and they will send you a link to reset your password. Only problem is that they are setting this up for people with brand new emails who have never signed up before. I know this because I created 10 brand new emails and tried to subscribe to their emails for the $10.00 discount. I did this from 3 different computers. Every time it said I had already signed up and that the offer is only good for new subscribers. Which was impossible because I used brand new emails just created. I then went into the password ***** option in the signup menu since it said I already had an account associated with these emails. I got into the emails and clicked the link to reset the passwords *** gained access into the accounts they claimed where already affiliated. There was absolutely no info in those accounts other then the email address and the zip code I used while trying to subscribe to there emails. To further investigate this and to see if my claims were legitimate, I created two more brand new emails. I tried signing into hotwire using them to make sure that there is no way an account associated with them. I went through the password ***** option, entered my email and got an email generated from hotwire.com saying that there was no account associated with this email so the password ********* be reset. I then went back to hotwire.com and tried to subscribe with that exact email for the $10.00 off coupon, and guess what it said. I couldn't receive the discount because this email was already associated with an account. I then went back to the online hotwire sign in and entered that exact email, did the password ***** and walla, I received an email with the password ***** option and clicked the link where it took me into the account that didn't exist 5 minutes early, yet existed when I tried to subscribed to get the advertised discount. To be clear when I refer to subscribe signup and hotwire sign in I'm referring to two different actions incase that isn't clear. On their website they have a sign in for account that already exist and an email subscribe sign up for people who don't have accounts. They are fraudulently advertising a discount to signup with email. Then instantly creating accounts to those emails and denying discount under the declaration that an account already existed. I did this ten times with separate new emails. This is so fraudulent I can't even begin to explain what this means and what they are engaged in. It is very sneaky, but I can produce these results over and over with a 100% accuracy and have substantial proof. They cannot make discount claims without allowing them, and create accounts without authorization, and be this sneaky in tricking people to think they have already signed up. I want the company to answer to these practices and someone at the very least should lose their job. This is unacceptable behavior for such a reputable company.

Desired Settlement: I want the company to offer the claims it's advertised and person responsible for creating and managing this fraud to lose their job. I also think they should publicly apologize or be held to fraud charges.

Business Response: Initial Business Response /* (1000, 9, 2015/12/08) */ December 08, 2015 ******* ********* PO BOX *** ******* ** XXXXX In response to BBB case number XXXXXXXX Hotwire Itinerary N/A Dear *******, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau, regarding your transaction with Hotwire. I understand your dissatisfaction stems from the $10 discount coupon that was not applied to your booking. I attempted to locate the reservation in question. However, I am unable to locate the Hotwire reservation with the information you provided. I also tried to reach by phone and email without success. So we *** locate the reservation you are referring to, please reply with the following information: - Hotel Reservation Number. - 10-digit Hotwire Itinerary Number. - Email that was used on the transaction. Once we receive this information, we will be able to search further. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 11, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nice try trying to divert the issue and turn it into a different situation and subject all together. Your response has nothing to do with the claim I made. You also never tried contacting me through the phone or email. If you had taken the time to read my complaint you wouldn't be making things up and would clearly understand the situation. My complaint simply stated again, is that you are falsely advertising this discount to everyone, and revoking it under false pretenses that they already signed up for your services and are therefor unable to get said discount. Then you are generating accounts and usernames under their email addresses and spamming them to no end. Go ahead for yourself and enter your own website of hotwire.com. Go to the bottom of the page where a $10 discount is offered and type in an email address that you know is not related to an account in anyway. The message you will get is that you've already subscribed and you can't have the discount. Furthermore the hotwire system will generate an account in your name and a password, then spam you, because when you tried to receive the discount and entered your email, the consumer agrees to your privacy policy. This is an ill attempt by you to try and show minimal effort to the BBB that your attempting to resolve this, when in fact your company is happy with the fraud being perpetrated. It is unacceptable and in no way is this even closely resolved. I have many other friends and consumers that are also going to raise the exact same complaint to the BBB, so I would take this much more serious unless you want to singly respond to a dozen more complaints. Final Business Response /* (4000, 14, 2015/12/22) */ December 22, 2015 ******* ********* ********************** XXXXX In response to BBB case number XXXXXXXX, Customers email address: ************@outlook.com Dear *******, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding to your dissatisfaction stems from the $10 discount coupon that was not applied to your booking. Allow me to assure you, it is never our intention to mislead our customers. Rather, we strive for clarity on our site. The purpose intended by listing this promotion is to provide our consumers with a more specific idea of the parameters of the promotion we instituted. As further review, the $10.00 off promotion was available for email addresses that had never been registered with us. We remain confident our business model is meeting the needs of our company's goals. We do place great value on your feedback and will be sure to keep your comments on file for future improvements to our Web site. Customer feedback helps ensure we are continually able to meet and exceed the high standards Hotwire customers have come to expect. As such, we are unable to honor the $10.00 off for your future bookings. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, *** ***** Customer Care Relations Hotwire Corporate Office Complaint Response Date bumped because: Holiday

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Conflicting refund and reservation changes on Hotwire site verses Car Rental Site. Refue to amend reservation or refund money. November 3rd, I got online to rent a car. I opened a series of windows and made a reservation. Before clicking the reservation confirmation I noted that the site said I could cancell or change the reservation at any time. When I received confirmation of the reservation it was through Hotwire, which I was not aware I was working through. I noticed the date was actually wrong and called the car rental company immediatly yo tell them there was a date discrepencey, expecting I had the right to change or cancel the reservation without charge. They said it was made through hotwire.com and that I would have to change it through them. I called them and they refused, saying they have a no refund policy. I told them that was not what it said on the company site and they said it was stated on their site. I said I did not make the reservation on a Hotwire age but on the Car leasing company page. They refused to change the reservation or cancell it. THe stole 335.62. THey also charged me for insurance I did not buy, which turned the charge from 272.62 to 335.62.

Desired Settlement: I want a credit to my AMerican Express Card.

Business Response: Initial Business Response /* (1000, 6, 2015/12/14) */ December 14, 2015 **** ******* **** ****** ******** ******** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear ****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Sixt Rent a Car in Georgia. I understand that you are dissatisfied with your recent car reservation because you thought that the rate you booked was cancellable. As such, you requested a refund. At Hotwire, we provide a final recap of the booking details and the Terms of Use for our customers to review before agreeing to their booking. It is here and throughout the booking path that we indicate Hot Rate Car bookings are non-refundable. After reviewing your account, I confirmed that on November XX XXXX, we processed a full refund as an exception to our Terms of Use. Refunds typically takes 1-2 business days and is up to your financial institution as to when the funds will be available for use. We appreciate your business and we look forward to better serve your travel needs in the future. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked hotel on September 27th and had issues with paypal so booked 3 reservations and only had 1 refund. This should have been a single reservation. On September 27th I booked 3 reservations on accident as paypal kept freezing on hotwire.com. I tried to book the Crowne Plaza in Danbury, CT twice and was unable to get a confirmation because when I put the payment through paypal it just froze and would not go through. So I closed hotwire.com and began the process of booking again and this time used my Chase Card to book the reservation. This booking went through for $83.08 and I thought everything was fine. What I came to find out was the the 2 times I tried to book with paypal and it froze the payments actually went through. That is a total of 3 reservations when I only wanted 1. Hotwire.com did refund one of the reservations and when I got to the hotel they told me there was still another reservation on file so the hotel said they cancelled it for me. So I stayed at the hotel 1 night in 1 room and got charged 3 times with 1 refund leaving 1 refund from hotwire.com still open and not paid out. I was assured by your customer support several times that this was refunded and it was just an issue with my bank or paypal. Both were verified by customer service and in fact I did a 3 way call with a supervisor and Chase to verify that I was right. He said he would check into it and get back to me but I never heard from him. This has now been going on for months and I am done with this process. The email I received from your customer service was an absolute joke and I can't believe that they sent it without speaking to me first. If you need help looking it up the subject line was "RE:'HW=XXX-XXX-XXX' Reservation Refund Not Issued for Extra Reservation" and the girl who sent it was ******* C who also sent it to my work email even though I gave clear instructions not to do so. This is absolutely the worst customer service I have ever dealt with and the supervisor who stated he couldn't believe that they were wrong never fixed my problem. I guess he thought if he didn't call me back I would forget about it. I also called again today 11/24/2015 and asked for a manager/supervisor but sat on hold for another 10 minutes and don't have time to chase you people down for a refund which was already proven that I deserve.

Desired Settlement: I would like a refund for the $83.08 which was for the excess booking. In addition, I would like compensation in some form for all of the time I have spent through several phone calls and emails to fix this problem.

Business Response: Initial Business Response /* (1000, 8, 2015/12/14) */ December 06, 2015 ******** ***** *** ******* ******* Apartment *** * ******** ** XXXXX In response to BBB case number XXXXXXXX, Customers email: ********@hotmail.com Dear ********, I am writing in response to your inquiry to Hotwire and the Better Business Bureau regarding your hotel reservation under Dunbry area. I understand you are dissatisfied with your recent hotel reservation, as you indicate that you were charged 3 times for the booking. After reviewing your Hotwire account, I confirmed that we have two bookings in your account. The other reservation in your account, with itinerary number XXXXXXXXXX was refunded on October 23, 2015. Allow me to assure you it is not Hotwires intention to mislead our customers in any way. Rather, we strive for clarity on our site. Upon completing a booking on Hotwire.com, a confirmation page populates immediately after the booking is completed. A copy of this confirmation is also automatically sent via email. Additionally, customers can view their confirmations directly on our site utilizing the "My Account" link; located at the top of every page. In the event a customer receives an error while attempting to book or does not receive their booking confirmation, we recommend contacting Hotwire Customer Care at 1-866-468-9473 (HOTWIRE) to inquire further. We appreciate your business and regret your Hotwire experience was anything less than exceptional. Best regards, ********* Customer Care Relations Hotwire Corporate Office

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failed to disclose the resort fee per FTC requirements RE: Hotwire Itinerary number XXXXXXXXXX I pre-paid for a hotel stay at Fairmont Mayakoba. However upon arrival, the hotel refused to give me the room if I did not pay extra mandatory "resort fees". It was not disclosed on hotwire's site that the hotel charges a resort fee. And, while hotwire's terms & conditions state that resort fees are paid directly to the hotel, there is no disclaimer that resort fees are not disclosed at the time of booking. The FTC issued a warning in November, 2012 that it is deceptive practice for a hotel or booking agent to offer artificially low prices, and not disclose that in fact additional mandatory fees must be paid at check-in. With hotwire, the customer has no way of knowing what the actual price of the hotel is. He *** be told he is getting a room for $200/night, but only upon checkin find out that he cannot actual get into the room without paying an additional $100/night, nor can he get his original $200/refunded. According to FTC rules, booking agents like hotwire are required to disclose at the time of booking that there is a $100 resort fee, so the customer knows that the real price he must is $300/night, and can make an informed decision if he wants the room or not. In my case, the resort fee was $80. When I called hotwire from the hotel to complain, the hotwire agent assured me I would get the resort fee credited back. However upon checkout, I did not, and hotwire now refuses to refund the resort fee.

Desired Settlement: I expect hotwire to credit my card the $80 I paid for undisclosed resort fees.

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ December 01, 2015 ***** ********** **** E. ********** Blvd. *** ****** ** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, Thank you for the opportunity to address your concerns as sent through the Better Business Bureau regarding your reservation with Fairmont Mayakoba. I understand you are dissatisfied with your recent hotel booking because of the $80 resort fee that the hotel charged you. As such, you are requesting a refund for that amount. At Hotwire, we strive for clarity during the booking process. On the final billing page, we present a bulleted list of Hotel Rules and Restrictions. Within those restrictions the following statement is provided: "You'll pay the hotel directly for additional charges, like room service or resort fees." Those rules and restrictions are part of the Hotwire Terms of Use you agreed to. All Hot Rate bookings are final, non-refundable, non-changeable, non-cancellable and non-transferable. Prior to completing your booking, you selected a box stating you read, understood and accepted the Terms of use. Based on that information, I am unable to reimburse the $80 resort fee you paid to the hotel directly. We appreciate your business and regret your Hotwire hotel experience was anything less than exceptional. Best regards, ******** ******* Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The T&C say that extra fees will be paid to the hotel directly, but NOWHERE does the T&C say that mandatory fees are not disclosed. If the listing disclosed there was a mandatory resort fee, obviously, as per the T&C, I would pay the hotel directly. According to the FTC, as well as common sense, this is fraud. The price shown on your page is, say, $200 for a hotel room. The customer pays this $200 up front, and you said, it's non-refundable. But then upon arrival, the hotel can say the actual price is $500, so the customer has to pay ANOTHER $300or else he loses the $200 he already paid, and has no hotel room. This is why the FTC made it crystal clear that you MUST notify the user prior to making payment that there are additional mandatory fees that he will have to pay the hotel. It is absurd you try to lump this into optional things like 'room service'. Obviously, everyone understands the price on your page is for the room only, and if the customer wants food, or laundry, etc., that's extra. That's completely different than a mandatory fee that must be paid before you can have the room. Without paying this additional, mandatory fee, your customers get nothing. And, according to your response, if your web site says the price per night is $200, he could really be forced to pay an additional $1,800 at checkin, so the price is actually $2,000, not $200. What if another industry tried this? You go into Best Buy and buy a TV for $2,000. And then after you pay, Best Buy says before they give you the TV you paid for, you'll have to pay an additional $2,000. And that the $2,000 you already paid is non-refundable. So if you don't pay them the extra money, they'll keep your $2,000 and you'll walk out with nothing. Would you accept this? Or would you file charges of fraud? Since this is precisely what Hotwire is doing, it is fraud. The FTC determined it was fraud and ordered Hotwire to stop this fraudulent practice. Therefore, even if costs me a lot in legal fees, I will pay whatever is necessary to expose this fraud. I will dispute the credit card charge, but also will begin investigating the options for filing a class-action suit on behalf of all the victims of your fraud. Final Business Response /* (4000, 9, 2015/12/22) */ December 30, 2015 ***** ********** ************************************** XXXXX In response to BBB case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear *****, I am writing in response to your additional correspondence with Hotwire and the Better Business Bureau regarding your hotel booking with Fairmont Mayakoba. I regret you remain dissatisfied with your Hot Rate(r) hotel reservation as you were charged for Resort Fee, which was not indicated prior to booking. As such you are requesting for $20.00 per person fee. As previously discussed, our Hot Rate(r) hotel partners remain anonymous until the reservation is completed in order to provide the guaranteed lowest rates. In order to ensure this guarantee is honored, we are not always