Reward Travel

May 22, Confirmation Number: [redacted] Dear [redacted] , Thank you for contacting The Reservations Center After receiving your concerns forwarded by the Revdex.com, we have created service incident number 3- [redacted] Please reference this number when corresponding with our offices On behalf of myself and everyone here at The Reservations Center, please accept our apologies for any inconveniences that you had experienced related to the hotel reservation According to our records, the above reservation was booked online on January 24, Upon completion of the reservation, a confirmation email was sent to [redacted] confirming the details of the booking At this time, the hotel has charged us in full for the reservation and therefore we are unable to honor your request for a refund We have contacted the hotel on your behalf to discuss the reservation and inquire if a refund could be considered Unfortunately, the manager was unavailable that would make this decision and we have left our contact information and are awaiting a call back Please assure that as soon as we receive a call back that we will update you with the outcome Once again, our apologies for any inconveniences, and appreciate your patience Thank You, [redacted] Customer Relations Reservations Center

Thank you for contacting the Reservations Center Customer Resolutions Center After receiving your email, we have created service incident number [redacted] for your file Please reference this number when corresponding with our department After receiving your complaint regarding your call made to our customer care center we would like to sincerely apologize for the frustration caused to youHotel Savings is a third party reservation center and so we do represent many hotelsLike many third party booking agencies we are allocated a certain amount of rooms from each property and once we sell out of the rooms that we are provided we do not have a way to pull more inventory for that propertyOnce that happens we do our best to assist our clients with booking another dates if flexible and/or hotel options that are best accommodating to their needsAt that time if our client still has questions about the hotel we do offer to contact them directly and provide any information that we discover Our priority is to offer complete and accurate information as well as superior customer service at all times, and we realize any dissatisfaction on your part is an opportunity for us to improve Kind regards, [redacted] Customer Relations Reservations Center [redacted] San Antonio, TX Tel: ###-###-#### Fax: ###-###-####

Revdex.com: It's a shame that it took months of back and forth with them in which they refused to really address the situation or take necessary steps, and only after involving the Revdex.com (and even then it wasn't their immediate response) did I get a resolution I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, if possible, I would like to verify that the refund offered will be in full ($330.05) and added back to my credit cardIf this is the case, then I more than accept the business's responseThank you Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This company is skirting the issue over and over again YES, I did call to cancel the reservation after I received confirmation that it was a SHARED bedroom They are not addressing the issue at hand, that I was told twice before booking that this was a hotel and not a hostel, even though I asked specifically! In fact, I asked different reps who assured me it was a hotel.I am not asking the hotel (hostel) to refund my money I do not care if they will do it The company I booked it with is 100% at fault I would like to HEAR the recorded conversations I had with the representatives, as I was extremely specific of my wants and needs I do not trust any written transcript This company is very shady as you can see from several blogs I will have no other choice than to contact media and my congressman if this is not resolved! Regards, [redacted]

June 26, Confirmation Number: [redacted] Dear [redacted] , Thank you for contacting Reservations Center Customer Relations After receiving your concerns forwarded to our offices, we have created service incident number 3- [redacted] for your file Please reference this number when corresponding with our offices On behalf of myself and everyone here at Reservations Center, we apologize for any inconveniences that were experienced with the hotel reservation booked with us We understand that you are requesting a refund for the first night stay at [redacted] Plus [redacted] *** Please assure that we have researched the reservation and found that the guests did stay at the hotel for the first night of the reservation, and did not stay for the second night Previously, a refund was processed for the second night back to the original form of payment We have contacted the hotel regarding the reservation and explained the circumstances, however the hotel has confirmed that the guests did stay and has declined to refund the first night Based on this information, we would be unable to honor your request for the remaining refund You also had concerns about reviewing the initial call recording, and what was advised at the time of booking Unfortunately, all calls are not recorded and are randomly recorded for quality assurance Once again, please accept our apologies for any inconveniences that were encountered Thank You, [redacted] Customer Relations Reservations Center

May 16, Confirmation #: [redacted] Dear [redacted] , Thank you for contacting Hotel Savings After receiving your email, we have created service incident number [redacted] for your file Please reference this number when corresponding with our department We received your Revdex.com Complaint expressing your dissatisfaction with us and we sincerely apologize for the frustration caused to you Upon review of your reservation was cancelled online on May 2, We do show you have contacted us the same day stating there was a technical error on our site and the reservation was cancelled You have requested a manager and one was not available to speak with you at that current time We did however, reach out to the hotel the same day and advised of the accidental cancellation and the hotel manager agreed to a full refund of the non-refundable reservation At that time a full refund was processed in separate amount of USD and USD totaling USD Once again, please accept our apologies for any inconveniences you may have incurred You are a valued customer, and we cannot erase what happened, but we hope you will give us the opportunity to regain your confidence If you have any questions, please don’t hesitate to contact us and we will be glad to assist Thank You, [redacted] Customer Relations Reservations Center [redacted] , TX [redacted] Tel: [redacted] Fax: [redacted]

Complaint: [redacted] I am rejecting this response because: It appears they didn't bother to read my complaintI'm aware a guest stayed at the roomThey should take the few minutes necessary to read my complaint before respondingMy complaint is about the fact that they promised me accommodations that were non-existent and then couldn't be reached in time to rectify the situation and had no system in place with the hotel for the hotel to make timely decisions on their behalf I swear to god, these people are the absolute worstThey respond to emails without reading themThey respond with irrelevant informationJust terrible Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***From: [redacted] [mailto: [redacted] ] Sent: Monday, April 04, 6:PM To: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] I D # [redacted] I am letting you know that my account has been credited for the amount I was complaining about Thank you Sent from my iPhone

Response By Email ( [redacted] ) (01/12/12:PM) This e-mail is in reference to the following reservation:Confirmation Number: [redacted] Name on the Reservation: [redacted] Hotel Name: Nice Art HotelCheck in Date: Saturday, July 05, 2014Check out Date: Monday, July 07, As per your request please find our findings in regards to the Revdex.com complaint below Guest booked the reservation over the phone on July 05, and soon after booking the reservation she called back to cancel the reservationGuest wanted to cancel the reservation as the room description mentioned on the confirmation e-mail stated ''Bed In Shared Room Bed - Room Only''The reservation was sold as non-refundable/non-changeableGuest claims that the booking agent provided wrong information about the room typeHowever we have reviewed the call recording and the agent recapped the entire reservation and the guest agreed to confirm the same Furthermore, as per our service logs we have reached out to Hotel beds and they have contacted Nice Art Hotel to inquire about a possible refundPlease be advised that we are unable to obtain approval from the hotel to refund the requested amount/ hotel imposed feeWe regret our response cannot be more favorable Please let us know, if you require any further assistance or you may also contact our Customer Service department at ###-###-####.Your immediate attention to the above matter would be highly appreciated Sincerely, Customer Care

March **, Confirmation Number: [redacted] Dear [redacted] ***, Thank you for contacting the Reservations Center Customer Relations After receiving your concerns forwarded by the Revdex.com, we have created service incident number [redacted] for your file Please reference this number when corresponding with our offices On behalf of myself and everyone here at the Reservations Center, please accept our apologies for any inconveniences that you have experienced related to your hotel reservation that you had booked We understand that there are concerns regarding the refund for your hotel booking We have reviewed your hotel booking and confirm that your reservation was cancelled online At the time of the cancellation, the reservation was in penalty which resulted in a 100% penalty We understand that you processed this cancellation because at the time that you arrived at the hotel, the hotel advised that they were unable to accommodate your reservation because they were sold out Based on these circumstances, we are showing that a refund for your original reservation was submitted and processed back to your original form of payment on March **, Please allow 7-business days for processing Once again, please accept our apologies for any inconveniences that you experienced Should you have any additional questions or concerns, please do not hesitate to contact us and we will be happy to assist Thank You, [redacted] Customer Relations Reservations Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] sans-serif;">From: [redacted] [mailto: [redacted] ] Sent: Monday, April 04, 6:PMTo: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] I D # [redacted] I am letting you know that my account has been credited for the amount I was complaining about Thank you Sent from my iPhone

March 28, Confirmation # [redacted] Dear [redacted] , Thank you for contacting Hotel savings After receiving your email, we have created service incident number [redacted] for your file Please reference this number when corresponding with our department We received your Revdex.com complaint expressing your dissatisfaction with us and we sincerely apologize for the frustration caused to you We have reviewed your reservation with the [redacted] We have confirmed the reservation was completed on March 14, We do also see you have contacted us the same day requesting to make changes to your reservation When completing the booking we do show the detailed reservation information and the we ask for the credit card information At the bottom of the page we have the button stating that you have agreed to the terms and conditions of the site and the cancellation penalty of the hotel With this reservation at was 100% non changeable, non refundable However, we have reached out to the hotel on your behalf, and the Hyatt Place has agreed to a refundOnce the refund is received from the hotel we will pass that along to you The refund process on our side can take to business days to be seen to your account depending on your financial institution In the meantime, if you have any additional questions or concerns please feel free to ask Thank You, [redacted] Customer Relations [redacted] , ** [redacted] Tel: ###-###-#### Fax: ###-###-####

Our File Number 3- [redacted] Dear Mr [redacted] , We understand our previous response so far has not resolved the matter to your satisfactionWith this in mind, we have reviewed both your original request and your additional correspondence The reservation through HotelSavings was made online without the help of a travel sales agent on January 24, A deluxe room with double beds was purchasedWe collected $ for this reservation with confirmation ID [redacted] The Menger Hotel advised that another reservaiton existed that was not made through our servicesThe other reservation was for a suite room type and was the reservation that was usedThe suites are priced higher then the deluxe roomsThe Menger Hotel advised that they have rebated your suite reservation by the amount of our deluxe room agency rate ($178.89)We have processed a refund in the amount of $today to reimburse for the difference of the rebate and what you paid to our agencyPlease allow up to business days for the refund to process We strive every day to produce the best products and values for our customers, we're sorry that you didn't have a good experience with us this time Sincerely, [redacted] Customer Relations Reservations Center

Hi, We understand that this is in regard to a filed complaint about the taxes/service feesAt the time of booking online, the web site shows the total cost of the booking including taxes and feesThe link “Taxes and fees included” listed under the total cost explains that fees and taxes
that are included in the total costAlso, a link to this information is also shown when viewing your reservation under My TripsWe hope that you understand that by adding these service fees, HotelSavings.com can continue to offer our customers access to our vast selection of Hotels and state-of-the-art search capabilitiesCustomer made the booking online, and it was documented that when he called customer service on December 31, at 4:24PM he was advised that there has been an additional $25USD service fee for the maintenance of the web site and that we cannot process a refund of it since he understood to be charged for the full amount of the booking, the representative offered to cancel the entire reservation and was advised to book to the Hotel directly, and he agreed to it, we apologized that we cannot reinstate the same rate and remove the service fee from the total amount of the booking If you have any questions, Please do not hesitate to e-mail us Regards, *** ** *** *** *** OPN Reservation Desk

Date: May
Confirmation Number: ***
Service Incident: 3-***
Dear *** ***,
Thank you for your previous responseWe do apologize about any delays or inconveniences you have experienced with your hotel reservation and any subsequent chargesWe are researching your reservation presently, however, in order to fully be able to research your reservation, we ask that you kindly send in a copy of your billing statement with any duplicate or additional charges that you have advised aboutAs of this time, we only see one reservation in our system and in order to fully be able to research what may have happened, we will need this informationThis information can be sent to our email address [email protected] or through our fax number ###-###-####Once we have received this information, we can further investigate your reservation and provide a resolutionThank you for your patience
Thank You,
*** ***
Customer Relations
Reservations Center

Our File Number ***
Dear Mr***,
We have reviewed our finance recordsThe refund was processed successfully on July 16, to your original form of payment (account ending in ***).
Sincerely,
*** ***
Customer Relations
Reservations Center
Crosswinds Way
San Antonio, TX
Phone: 210-302-

Response By Email (*** *) (06/04/12:PM) Dear ***, We apologize for the delay in responding to your complaintPlease be advised that we have coordinated with the hotel and I spoke with *** the General Manager of the hotelI really apologize but he booked a non-refundable reservationI have tried to work it out with the hotel to be able to process a refund for *** *** but as what his reservation states it is non-refundable and the hotel did not approve for a refundSincerely, *** ** Consumer Relations Officer OPN Reservation Center Email: *** Phone (Inside the US and Canada): *** Phone (Outside the US and Canada): *** 7:00am-9:45pm CT (Mon- Fri)/8:00am- 4:45pm CT (Sat/Sun)

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

Dear ***, Thank you for writing to Consumer Relations for Reservations CenterWe have created incident number *** for reference in contacting usIn as much as we would like to help with the
complaint filed on February and March 9, We need the details for the reservationPlease provide us with the following: • Trip ID or Confirmation Number • Name on the Reservation • Hotel or Airline and Flight Numbers • Check In and Check Out Dates or Travel Dates Thank youSincerely, *** ** Consumer Relations Officer OPN Reservation Center Email: *** Phone *** *** ** *** *** *** Phone *** *** ** *** *** *** 7:00am-9:45pm CT (Mon- Fri)/8:00am- 4:45pm CT (Sat/Sun)