Priceline.com

Complaint: [redacted] I am rejecting this response because: The rental car company kept all the paperwork that we had when we turned the car in The agreement was made through PricelineThe only thing we have is the original agreementThere are credit card charges, but [redacted] should also have those Sincerely, [redacted]

Dear [redacted] Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted] We are writing to let you know that we have received your RevDex.com concern in our Executive Offices We understand that you have issues with your airline reservation Attached hereto is a copy of your initialed contract page indicating that you agreed to travel from Sacramento International Airport (SMF) during off-peak hours for a price of $per ticket including taxes and feesWhen flying on off-peak flights your trip may start as early as a.mon the dates you requested or as late as a.mthe next dayIf your trip starts in the evening, there is a chance that your flights may arrive anytime on the day after departureWhen you purchased your reservation, you agreed to those terms Please note that when you were offered to cancel this reservation for a fee, you did not agree to cancel it because you wanted a full refundThe reservation was only canceled when you disputed the charge with your bank Therefore, we are unable to process a refund for this reservation We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, Jenn H [redacted] Executive Offices This contract for request number [redacted] was originally initialled on Tue Aug 23:53:EDT 100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss, natural disaster at departure or destination city or other specified events $Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip $50,Emergency Evacuation coverage pays for the cost of medical transportation to the nearest medical facility and/or to your home in the event a serious medical situation requires an evacuation $1,Medical Expense Coverage $10,Travel Accident Protection 24/Hour Live Travel Assistance A real person available to assist you any time of the day with last minute flight or hotel changes, luggage locator services, cash transfers, medical assistance services and emergency services We Found a Great Deal for You $ If you can fly during off-peak hours on your departing flight we can get you tickets for $per ticket including taxes and fees Departing Flight Information - Monday, August 17, From:Sacramento Intl Airport (SMF) Sacramento, CA To:Orlando Intl Airport (MCO) Orlando, FL 0-ConnectionsDepart anytime, including off-peak [redacted] Jet Aircraft Returning Flight Information - Thursday, August 20, From:Orlando Intl Airport (MCO) Orlando, FL To:Sacramento Intl Airport (SMF) Sacramento, CA 0-Connections Depart between6am-10pm Jet Aircraft * When flying on off-peak flights your trip may start as early as a.mon the dates you requested or as late as a.mthe next dayIf your trip starts in the evening, there is a chance that your flights may arrive anytime on the day after departure [redacted] Summary of Charges Airline Ticket Offer Price: $per ticket Govt Taxes, Airline Fees and Agent Fees: $per ticket Airline Ticket Trip Protection: $Declined+ Add now Recommended! Number of Tickets: Airline Ticket Delivery: $ (Electronic Ticket) Airfare Subtotal: $ Total Trip Cost: (All prices are in US dollars) $ Baggage fees are not included in your trip cost Important Information • Your airline tickets are non-refundable, non-transferable and non-changeable • Your tickets will be round-trip, coach class tickets issued on one of Priceline's partner airlinesYou must fly on the flights assigned to youUpgrades and standbys are not available and if any part of the ticket is unused it has no value after ticketed departure time • Name Your Own Price tickets issued through Priceline are not eligible for frequent flyer miles Priceline customers are protected by the same airline regulations extended to all passengers, including protection against overbookings and baggage loss • If we find an airline that accepts your price, we'll immediately purchase your tickets using the payment information you provided • You will be issued electronic ticketsRemember to bring a valid government-issued photo ID with you to check-inPhoto ID must match the passenger name provided Once you click "Buy My Tickets Now" below, we'll immediately purchase your tickets using the payment information you provided to usIn most cases, your complete flight itinerary will be ready for you in secondsRemember, these tickets cannot be cancelled, transferred or changed Initial Here: *** I have read, accept and agree to abide by Priceline.com's terms and conditions and privacy policy Please note: If you are ready to purchase, please select "Buy My Tickets Now"Due to constantly changing airline inventory, ticket availability is not guaranteedYou will be charged only upon a successful booking

We have received the consumer’s additional comments. As you requested, we have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusion. Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence. The reservation must be cancelled in accordance with the cancel policy. Our records indicate that the consumer did not contact priceline until after the check-in date; at this time the reservation was non refundable. We are sorry that we are unable to assist the consumer any further in this situation. Sincerely, N. D’Angelo priceline.com

RevDex.com Since they wouldnt give me the reduced price , the cancellation and refund was the second best outcome. So thanks for all your help. [redacted]

Complaint: I am rejecting this response because: The ticket cost for one person was $(base no tax), you are giving me a credit for the full cost of $(people + taxes), then you are going to charge me 150/person to change my flight and an additional dollars for your fee? The total "FEE" will be exactly 180.00/person with a total fee of $, this is insulting When your company is seriously about customer satisfaction we can do business again, until then PRICELINE.COM will not get another cent from me William Gardner

The following correspondence was sent to [redacted] *** addressing the Revdex.com inquiry [redacted] provided a response/rebuttal, which can also be viewed below In a message dated 10/24/6:01:P.MEastern Daylight Time, Dear [redacted] ***, Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted] We are writing to let you know that we have received your RevDex.com concern in our Executive Offices We understand that you are requesting a refund for this reservation due to the death of the passenger Please accept our deepest condolences on your lossWe have reviewed the notes on your record and they indicate that you have contacted our Customer Service department on July and on August 2, 2014, to cancel the reservation due to the passenger's medical issuesHowever, the reservation was not canceled because you were unable to provide the medical information we need to proceed with the cancellation for a fee Please note that during these calls, there was no mention of the death of the passenger on July 29, Instead, you have only advised that she was ill When the passenger missed the scheduled flight the airline considered her a 'no-show' and released her seatsThis is a standard procedureIf you had purchased the reservation from another travel company or directly from the airline this reservation would still be non-refundableTherefore, we are unable to process a refund for this booking We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, [redacted] Executive Offices Response/Rebuttal from Ms***: From: [redacted] Sent: Monday, October 27, 10:AMSubject: Re: regarding plane tickets [redacted] Your company was notified on July that [redacted] passed, I have it on tapeSo you are a liarAnd the Revdex.com has that information tooI never contacted you in August to cancel the trip, for a dead personYou and your company are a bunch of liarsWe never even received tickets, or a itinerary, so you are a lying *** She is lying , why would I contact them in August, when she died July Every letter I have from your company says something different , they can't even get their lies straightI will be sending this To Revdex.com as well [redacted] For your review, attached hereto is [redacted] chat log with the Priceline representative from 7/30/2014: Chat Start Time: 07/30/22:34:PM ET Chat End Time: 07/30/22:48:PM ET Agent: rtumalaytay-chat | Rolens Tumalaytay | CallTech | Bacolod City Log Started Wed Jul 22:34:ET [22:34:30] You have been connected to *** [22:34:39] ***: Hi, ***! Thanks for choosing to chat with us today, how may I help you? [22:35:19] [redacted] ***: Can I cancel the flight I booked for Friday [22:35:39] ***: I can definitely check on options that may be available for youPlease give me a moment to review your reservation [22:37:51] ***: I appreciate your patience, ***, I really wish I could assist you but you purchased a restricted reservationAs much as I want to help you, our system will not allow us to perform any changes or cancellation for this type of reservation [22:38:42] [redacted] ***: ok will call my credit card company thank you [22:39:42] [redacted] ***: the person it was purchased for is very ill and can't travel [22:40:41] ***: Oh, I'm so sorry to hear thatPlease allow me one moment to check if there is an exception that can be made [22:41:00] [redacted] ***: thank you [22:42:18] ***: You're very much welcome! [22:45:08] ***: Thank you so much for waiting, ***, I wish I could assist you with thisYou will need to speak to a customer service agent for further assistanceI am going to send you a link that will provide you with instructions on how to be contacted by a customer service agentWhen you open the link, all you need to do is to provide a U.Sor Canadian phone number and you will be connected to a phone service agent [22:45:13] Click here to escalate to a phone call [22:47:59] [redacted] ***: thank you [redacted] [22:48:08] ***: You're very much welcome! [22:48:10] ***: Is there anything else that I can help you with today? [--- end of transcript as seen by customer ---] [22:48:12] The customer has ended the chat session [22:48:12] [redacted] has left the session [22:48:20] [redacted] has left the sessionLog Ended Wed Jul 22:48:ET Ms [redacted] then spoke with a customer service representative We have also retrieved the taped telephone call and confirmed the following: Date & Time of Call: Wed Jul 30, 22:50:PM ET Call Summary: · [redacted] wants to cancel the reservation because the passenger, [redacted] is very ill and she may be driven to the hospital and not be able to travel tomorrow August 1st, · Ms [redacted] verified the reservation details with the representative · The representative advised that upon validation of Ms***’s claim, the airline ticket reservation may be cancelled with a cancel fee of $200, and the non-refundable processing fee of $11.50; resulting in a refund of $ · Ms [redacted] asked for a telephone number so she can call tomorrow after contacting the passenger, [redacted] Nix · The representative advised to call the same number, ###-###-#### · The representative advised Ms [redacted] that she has until hour before departure time to call to take advantage of the cancel with fee option · Ms [redacted] advised she will call back tomorrow and ended the call This contract for request number [redacted] was originally initialled on Sun Jul 16:45:EDT Your Trip Summary We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get the following protection up to the limits listed below and much more for $per person 100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss, natural disaster at departure or destination city or other specified events $Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip $50,Emergency Evacuation coverage pays for the cost of medical transportation to the nearest medical facility and/or to your home in the event a serious medical situation requires an evacuation $1,Medical Expense Coverage $10,Travel Accident Protection 24/Hour Live Travel Assistance A real person available to assist you any time of the day with last minute flight or hotel changes, luggage locator services, cash transfers, medical assistance services and emergency services Airfare Details [redacted] Flight Times: The airlines will choose your flight timesYour trip will start between a.mand p.mand you will arrive no later than 12:a.mthe next day Connections: Maximum of connection each way(layovers will be no longer than hours) Ticket Delivery: Electronic Ticket Passengers:*** [redacted] Aircraft: Jet aircraft Summary of Charges Airline Ticket Offer Price: $per ticket Govt Taxes, Airline Fees and Agent Fees: $per ticket Airline Ticket Trip Protection: Declined+ Add now Recommended! Number of Tickets: Airline Ticket Delivery: $(Electronic Ticket) Airfare Subtotal: $ Total Trip Cost: (All prices are in US dollars) $ Baggage fees are not included in your trip cost Important Information • Your airline tickets are non-refundable, non-transferable and non-changeable • Your tickets will be round-trip, coach class tickets issued on one of Priceline's partner airlinesYou must fly on the flights assigned to youUpgrades and standbys are not availableIf you do not take your outbound flight, the airlines will automatically cancel the remainder of your reservation If any part of the ticket is unused it has no value after ticketed departure time • Name Your Own Price tickets issued through Priceline are not eligible for frequent flyer milesPriceline customers are protected by the same airline regulations extended to all passengers, including protection against overbookings and baggage loss • If we find an airline that accepts your price, we'll immediately purchase your tickets using the payment information you provided • You will be issued electronic ticketsRemember to bring a valid government-issued photo ID with you to check-in [redacted] I have read, accept and agree to abide by Priceline.com's terms and conditions and privacy policy

Better Business Bureau, Inc We have received the consumer’s additional comments As you requested, we have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondenceAccording to the consumer, the rental car company did not have a full-size car type available, and charged the driver at the rental car counter for upgrading the vehicleIn order to further assist with the consumer’s claim, please send a copy of the consumer’s rental receipt indicating the upgrade chargesThe consumer/Bureau may fax the receipt/information to ###-###-####We are sorry that we are unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com

Dear [redacted] We wanted to take this time to contact you regarding your airline ticket booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesAs we understand, you were unable to use the reservation and you are requesting for a refund We have reviewed this concern and verified with our Travel Services Department that your ticket was placed on hold for future travel [redacted] was contacted and they advised that your ticket is non-refundable We checked our record and verified that you previously had a death in the familyWe are sorry to hear of your lossSome airlines provide exceptions for a first degree relative; however, an official death certificate is requiredIf you can provide this information, please fax a copy to ###-###-####Once we receive your fax, we will forward the information to the airline to request an exception; however, refund is at the airline's discretion and cannot be guaranteedWe apologize; however, we will be unable to refund your airline ticket We apologize for the inconvenience and thank you for giving us the opportunity to assist you Sincerely, [redacted] Executive Offices

[redacted] Thank you for taking the time to contact us regarding your rental car reservation with [redacted] Corporation under Trip Number [redacted] I am writing to let you know that we have received your Revdex.com complaint in our Executive OfficesWe are sorry to learn about the confusion you encountered when booking your rental carFirst of all, we are not affiliated with Orbitz so you would not have booked this reservation through their websiteIn addition, the type of reservation that you purchased is restricted; it is non-changeable and non-cancellableThis was clearly stated during the booking processOur records indicate that you saved [redacted] or 45.64% off of our rental partner's regular rate at the time of bookingOur rental partner accepted this rate on the condition that your reservation would not be changed or cancelled Another restriction with this type of service is that the rental car company will not be revealed until after purchaseTherefore, we would not have guaranteed a shuttle during the booking process as we would not know which rental car company would accept your reservation until after the booking is made, and not all our rental partners offer shuttle service Lastly, charges are made in the currency that was quoted on your checkout page which was ***Currently, our website defaults to [redacted] and the currency must be manually changed to CAD on the upper right-hand corner where there is a currency selection dropdownWhen selected, the entire page will repaint all quoted amounts in CAD I have sent a separate email with a copy of your contract page with your initials indicating that you agreed to the terms and conditions of the purchaseThe contract page states that prices are in US Dollars, and the reservation is non-cancellable and non-changeable If you can send me a screenshot showing the exact amount of the charge that posted to your account, I can check if any exceptions can be made to reimburse you for the differenceYou may reply to this email and attach your screenshot not larger than MB I look forward to hear from you Sincerely, [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because: I does not actually address the entire complaint or problem as out lined and does not provide any degree of confidence that the business takes the complaint seriously.Still extremly disappointed, [redacted] ***

Dear [redacted] Thank you for taking the time to contact us regarding your rental car reservation with [redacted] Corporation for Trip Number [redacted] class="MsoPlainText"> I am writing to let you know that we have received your Revdex.com concern in our Executive Offices We understand that you have issues with this rental car reservation We apologize for the confusionFor this reservation, which was booked for a Mid-Size car, we stated the following: Car type: Mid-Size Car: [redacted] or similar (Make / model not guaranteed) The Intermediate/Mid-Size cars provided by our partners normally have room for people and bagsThe examples of an Intermediate/Mid-Size Car includes [redacted] or similar carsThe make and model examples shown on our website are only examples and we cannot guarantee that you will receive either of these carsThe Rental Companies decide which makes and models are intermediate/mid-size cars and will provide you with one that is available at the time of your arrival Please note that we have contacted [redacted] Corporation on your behalf and verified that they have provided you a [redacted] ***, which they classify as a Mid-Size carWe are unable to process a refund for this reservation We are sorry we did not provide you the answers you were looking for and I hope you find this information helpful Sincerely, Jenn H [redacted] Executive Offices

Dear Ms. ***, Roman"> We are contacting you today regarding your airline reservation for Trip Number [redacted] . We are writing to let you know that we received your RevDex.com concern in our Executive Offices. We understand your concern regarding the status of your refund. We apologize for any inconvenience this has caused. A refund for $837.09 was issued today, June 30, 2015 to the card that was used to purchase the reservation. For security purposes, we must process the refund back to the original form of payment. The bank will recognize that a credit was placed into your old account and will either transfer it to a new account or they will contact you to advise that they have a credit. We suggest that you contact your bank with any questions regarding the credit. We apologize for the inconvenience and thank you for giving us the opportunity to assist you. Sincerely, [redacted] Executive Offices

RE: [redacted] Priceline.com does not have access to [redacted] purchasesWe suggest that the consumer contact [redacted] directly for assistance relating to this [redacted] purchase, referencing the rentalcars.com Account Number The Bureau may contact Mary Jane Wells, Operations Director at: [email protected] Website: www [redacted] Mary Jane Wells Operations Director StGeorge’s House Peter Street Manchester, UK M3NQ Website: wwwrentalcars.com E – [email protected] T - +(0) M - +(0) F – + (0)ATTN: MJ Wells Sincerely, N D’Angelo Priceline.com

Revdex.com, Inc I am in receipt of the complaint initiated by the above-mentioned consumer and appreciate the opportunity to respond Priceline offers a variety travel service options, including reservations that offer cancelations When selecting a reservation, the consumer is provided with the cancel policy associated with each reservation In this case, the consumer selected a reservation that provided greater savings and less flexibility Attached hereto, is a copy of the consumer’s initialed contract page authorizing the non-refundable, non-changeable terms and conditions of the selected purchase Important Information Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com: Rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used If your request is successful, Priceline will immediately lock in your reservation and charge your form of payment I thank you for the opportunity to clarify Sincerely, [redacted] Priceline.com This checkout page for trip number [redacted] was submitted on 2015-04-12:22: · · · AUTO · AC Unlimited Mileage Standard Car with Unlimited Mileage Pick-up: [redacted] Drop-off: [redacted] PiDate & Time: Thursday, May 21, 2015, 12:PM Drop-off Date & Time: Sunday, May 24, 2015, 10:AM Rental Car Company: Total Charges Days at: $/day Total:$ Summary of Charges Your Price Per Day: $(per day) Total Rental Days: Subtotal:$ Taxes and Fees: (details)$ Total Charges: $ Best Price Guaranteed Prices are in US dollars Driver Information First MI Last Driver's age at pickup under 25? Security Deposit: Please indicate what the driver will provide for the refundable deposit required at the rental counter:Credit Card Debit Card The debit card presented at the counter must be in the primary driver's nameAny funds used for the deposit cannot be accessed until after the car is returnedThe amount required depends upon car type, rental period, and optional items For customers who use a debit card, some partners may require proof of round trip travelWill you have proof of round trip travel, or are you a local renter?Proof of round trip travel Local renter The credit card presented at the counter must be in the primary driver's nameThe amount of credit required depends upon car type, rental period, and optional items Traveling with a child or infant? Add a child seat Add Child Car Seats (Optional) You can request any of the child seat options belowThese requests cannot be guaranteed and additional fees may apply at the counter Contact the rental car company to confirm availability Infant Child Seat For infants less than one year and under lbs Toddler Child Seat Forward facing for children weighing 20-pounds up to inches in height Booster Seat For children weighing to lbs Flight Information (optional) This will be used by the rental car company to monitor flight delays What Airline are you Flying? Your Flight Number: Don't Forget Collision Damage Coverage! Collision Damage Coverage will be offered immediately after purchaseBe sure to add coverage to enjoy these valuable benefits: · Provides Primary Coverage · Includes cost of repairs · Cancel with 100% refund Important Information Once you've reviewed your information above, please review the following rules regarding rental cars issued through priceline.com: · Rental cars are non-refundable, non-transferable and non-changeable even if the reservation is not used · · If your request is successful, Priceline will immediately lock in your reservation and charge your form of payment · · If your reservation is not successfully booked, you will not be charged · Additional charges may apply at the counter if you pick up or drop off the car at a different date, time, or location than you requested for your reservation · Your reservation does not include vehicle liability, collision or personal accident coverage for your rental carYou should determine if you have insurance coverage prior to pick-up · The rental partner will charge the driver at the rental counter for optional items you add to your reservation, including any child seats or special requests · Only the driver will be able to pick up the rental car at the counter and must present a valid driver's license in his/her nameAn additional driver can be added at the counter for a fee payable directly to the rental car company · Prices are not guaranteed until booking is completed · The driver will be required to present a valid credit or debit card in his/her name for the refundable security deposit · The amount for the refundable security deposit required at the rental counter depends upon the car type, rental period, and optional itemsPre-paid cards or cash will not be accepted for the security depositIf the driver provides a credit card for the security deposit, the security deposit will be released back onto the card once the vehicle is returnedIf the driver provides a debit card for the security deposit, proof of round trip airline travel may be required and any funds used for the deposit cannot be accessed until after the car is returned [redacted] I have read, accept and agree to abide by priceline.com's terms and conditions and privacy policy

Dear [redacted] , Thank you for contacting us regarding your reservation at the [redacted] *** for Trip Number [redacted] . We are writing to let you know that we have received your RevDex.com concern in our Executive Offices. We understand that you are requesting for non-smoking rooms or a refund of your reservation. We have reviewed your record and found that you booked a rate that does not guarantee a specific room type. During the booking process, we presented you a Contract Page for review and initial. Under the Important Information of your contract, we advised that requests for bed types including preferences for smoking or non-smoking rooms should be requested through your confirmed hotel and cannot be guaranteed by Priceline. For your reference, a copy of the contract page has been sent in a separate email. The contract page disclosed the terms and conditions of your reservation including the restrictions. We contacted the [redacted] ***. They informed us that they now have your reservation for non-smoking rooms with King bed. The change was made with no extra charge. However, if you wanted a room with 2 beds, there will an additional fee of $25 per room, per night payable directly at the hotel. We apologize for any inconvenience this has brought you. Sincerely, [redacted] Executive Offices

Dear MrTu**, Thank you for taking the time to contact us We are writing to let you know that we have received your Revdex.com concern in our Executive Offices regarding your rental car reservation with [redacted] Corporation for Trip Number [redacted] , and understand that you have concerns with this rental car reservation Prices are constantly changing depending on availability and travel datesOur Best Price Guarantee applies to every Air, Hotel, Rental Car, Cruise and Vacation Package sold on priceline.comIf you find a lower price for the **me itinerary, we'll refund 100% of the differenceCall us within hours of booking on priceline.com to initiate your claim or up until midnight the day before travel if you purchase an Express Deal or Name Your Own Price reservationThe lower price, including taxes and fees, must be available to the general public for booking on a website in the **me currency, using the **me form of payment and from the **me point of **le as your original reservation when you call usThe lower price must be an exact match to the itinerary booked on priceline.com, including offering of a comparable cancellation policy Additional restrictions apply Our records show that you booked this reservation by submitting an offer price of $a day, for a total of $163.47, where the rental car company is revealed after bookingWhen attempting to submit a request at a lower rate/offer price of $a day, it is not guaranteed that the **me rental car company will accept the lower rate submittedTherefore, we are unable to process a refund for the price difference I appreciate your patience while this matter was under review and thank you for contacting us Sincerely, Jenn H [redacted] Executive Offices

Dear Ms***, Thank you for contacting us regarding your reservation with [redacted] *** booked under Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concerns in our Executive OfficesWe understand you thought the original ticket for your daughter was cancelled and purchased a new ticket for travel We reviewed your reservation details and confirmed your offer was accepted on Oct 15thOur system has also verified that the accepted status of the purchase was viewed on the website on Oct 17th We have further confirmed that an email was not sent to you on Oct 18th advising your ticket was cancelledSince your departure date was on Oct 18th, the airline considered the passenger a no-show and released the ticketWe are sorry if the ticket went unused, but we are unable to offer a refund back to your credit card as requestedYour ticket is truly non-changeable, non-refundable and non-transferable We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, [redacted] Executive Offices

Dear Ms [redacted] , Roman"> We are contacting you today regarding your reservation at the [redacted] Orlando for Trip Number [redacted] We are writing to let you know that we received your Revdex.com concern in our Executive OfficesWe understand that you have some concerns about the amenities of your confirmed hotelWe apologize for any inconvenienceWe reviewed your request and verified that the pool was not a guaranteed amenity as per the contract that you initialed We apologize if the pool was not available at the hotel when this was listed as one of the amenities on your itineraryPlease be advised that the hotel fee cannot be refunded as we stated it on the itinerary page However, as a gesture of goodwill, a refund request for $was submittedThe refund amount is equivalent to the 20% of the cost of your reservationThe request needs to go through a review process which does take time to completeYou will receive an update within the next weeks regarding this request We apologize for the inconvenience and thank you for giving us the opportunity to assist you Sincerely, [redacted] Executive Offices

Dear Ms [redacted] , Thank you for taking the time to contact us regarding your reservation with [redacted] for Trip Number [redacted] We are writing to let you know that we have received your Revdex.com concern in our Executive OfficesWe understand that you intended to place an offer price of $for this reservation; however, you booked a reservation for $per dayWe have reviewed our records and found that you accepted a counter offerPrior to booking this offer, a Contract Page was presented to you with information that "For a limited time only, get your car for $38.00/dayWe were unable to find a rental car company that would accept your price of $per day" By placing your initial on the contract, and submitting the request, you indicated that you have read the Terms and Conditions of the reservation We have contacted the rental car companyThey have informed us that the reservation was usedWe are sorry; however, we cannot provide a refund as requested For your reference, a copy of your contract page has been sent in a separate e-mail We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, [redacted] Executive Offices

Complaint: I am rejecting this response because: Sincerely, Laura Hilla I already knew about the resort fee so why, on the day I booked the resort, would I have called about that? If you listen to the "recorded" conversation you will hear that the only reason I called on that October day was to confirm the all inclusive part of my reservation