I've already attempted resolving this issue with your customer service department but I was highly dissatisfied with the service once again. I'm going the extra mile to reach out to your company before contacting my bank and issuing a chargeback. On June 16, 2018 I reserved a room on your app for the Delton Oaks Resort HT booking ID # 22V4EY at 3:07 pm. Upon arriving and attempting to check in. Immediately we were denied by the clerk stating "She could not find our reservation." After showing her a copy of the reservation on my phone she then called either HotelTonight or the hotel manager. While in the process of creating a new room reservation. My party and I did complain about how unprofessional the situation was; which it was in fact very unprofessional. At that point the clerk asked us not to use profanity or she would kick us out of the hotel. From the moment we walked in the lobby there was racial tension. The fact that we are African American tourist was a huge factor in the reason we were denied accommodations. Now today when speaking with one of your reps he informed me, "that all reservations are non-refundable, no matter the situation." After reading the term and conditions online I was able to find this false information. HOTEL OVERBOOKING AND CANCELLATIONSIf a hotel is unable to honor your reservation, contact us immediately, and we will work with you and the hotel to find you alternative accommodations (such as an available room at a different location). We may, in our sole discretion, provide HotelTonight credits for a booking cancelled or otherwise not honored by a hotel. This clearly states if the hotel is unable to honor the reservation then HotelTonight will either help find another accommodation or may if they feel it is fair give a credit. At the time of travel my phone was dying and I was not able to contact Hotel Tonight myself. I called today to receive a refund or credit for another room. At this time the fact that the customer service rep was combative when I asked to be transferred to a manager and was rude to me telling me the reason we could not receive any compensation is due to there being a report that we cursed in a lobby is callous. I rep I spoke with did not listen to my experience and ultimately did not care. I'm asking for either a refund for the room or even a credit to try to use the app again for future travels. If not I will transfer this matter over to my bank and the BBB.
Claim your business profile now and gain access to all features and respond to customer reviews.
