Review Time
Horrible site. Booked a room at Super8 in Henrietta, NY. Got there and was told I was in a smoking room, which I would never select. At first hotel said they could do nothing because it was prepaid. Had me call customer service at Hotelstonight.com. What a joke. Said I selected smoking room, which is untrue and confirmation showed that. Thank goodness the hotel manager was at the front desk when this was going on. He fixed the problem and will no longer work with this app. He said always call the hotel to see if they can match the rate
I was scammed. I searched for a hotel in Helsinki in which to stay for a 16 hour layover on my way to Hong Kong. When I booked "Helsinki, Finland Holiday Inn Tampere Central Station" they sent me a confirmation with the address. When I put the address in Google maps it was over 105 miles or about a 6 hour (one way) train ride away from the airport. I contacted support immediately (within 5 minutes of receiving the address or 10 minutes of booking) and they absolutely refused to cancel the reservation despite the fact that it was obviously ridiculous to spend 12 hours traveling for 2 hours of sleep. If it wasn't a scam at very least they would not allow hotels in other cities to advertise under airport cities. Absolutely lousy customer service
Scammed 50 bucks per day for mysterious "facility fee" - they are working a scam with Hotel tonight posting the price at $190, in the end, it was more like $290 - it should be illegal what they are doing - They tell you the price but there is an additional and automatic facility fee of 50 bucks per day! ITs not fair to families. I'm reporting to NYC GOV
The picture on HotelTonight did not reflect the room we were given. We didn't stay in the main house of Eastover Estate, but in an old motel-like setting with no hot water and thin walls. I told the woman at the check-in desk that the Jacuzzi wasn't working, even though the person who checked us in said it was.I wrote to HotelTonight afterwards and they were unable to provide a partial refund or even a credit. However, they wrote right back to me, for what that's worth.
For anyone who is having trouble cancelling or re-booking with Hotels Tonight, call the hotel you are booking DIRECTLY! Details below:First I want to start by saying my original purpose of my call to HotelsTonight was due to user error. I accidentally booked the hotel on the wrong day and called (within 10 minutes of booking) to see what could be done to resolve my error. Upon further observation of my reservation, the hotel I booked was an hour and a half away from my intended destination! Who in their right mind would want a hotel that far away?! As one user mentioned below this happened to him in Englewood, CO. Mine happened in Buena Vista, CO and sent me to Aspen, CO so this may just be a CO thing?Anyways, I called the Customer Support line at HT and explained my situation to Gentleman #1. He said he would call the hotel directly and see if he could push my date out for the following day, the intended booking day. He was very friendly and polite on the phone, which was very helpful in my frantic state. He said he would call me back in 15-30 minutes. After hanging up the phone, this is when I realized the hotel was so far away.So, I called back and spoke with Gentleman #2 to let him know this wasn't even in the right vicinity and I definitely wanted a refund or rebook because this is their error now. Again, he said the same thing. He would call the hotel and see what he could do for me and call me back in 10 minutes. Said man called me back saying I was in luck and the hotel was willing to change my date to a future booking date as long as I called back before midnight. Great! So I thought...Five minutes later, Gentleman #1 called me back saying that the hotel wasn't able to accommodate any refund, cancellation or re-booking. I let him know about my conversation with Gentleman #2 and he said there were no notes logged in their system so he couldn't transfer me to the correct individual to settle things out further. At this point I was getting frustrated receiving two different messages and asked to speak with a Supervisor.Supervisor comes on the line and said my options were to cancel the room with a cancellation fee (which was the price of the hotel room) or he could issue me a $30 coupon. I wasn't looking for any kind of freebie, I really just wanted to find the appropriate person to speak with to change my reservation. He then offered a $40 coupon saying that's the best he could do. I declined all coupon offers having no intention of using them ever again and called the hotel directly. James at the front desk came on the line and immediately recognized my name from HT calling him. He informed me that when Gentleman #2 called him and was EXTREMELY rude and hung up on James! Gentleman #1 told him that if he couldn't submit a refund then I would just have to make it in tonight and to leave the room keys out for me. James said that HT makes a commission on top of the rate the customer pays and HT didn't want to forfeit their commission to make matters right. Now, I am happily now re-booked through the hotel directly in February. I will have to pay an additional $100 due to the prices changing in seasons, but it's much better than being out the original money!
I've used Hotel Tonight many times over the last few years and had not had a bad, much less deal breaking, experience until last week. I was in Estes Park, CO and wanted to stay there for the evening, having driven a very long way to get there. I searched on the Hotel Tonight app for "Estes Park, CO" and up popped The Gateway Inn in Grand Lake. Not being familiar with the area, I only assumed it was next to Estes Park. The property looked nice and the rate was OK, so I booked it. Only when I put it in my Waze did I find out that the hotel was TWO HOURS AWAY, on the other side of Rocky Mountain National Park. IT IS UTTERLY RIDICULOUS TO HAVE PROPERTIES TWO HOURS AWAY FROM THE PRIMARY SEARCH AREA INCLUDED IN THE SEARCH. I immediately called Hotel Tonight and explained the problem-that I did not plan on driving four hours round trip out of my way to get a room, but Hotel Tonight couldn't care less. "No Refund Policy" apparently is more important to them than doing what is right. To add insult to injury, when I arrived at The Gateway Inn, since I was STUCK with the room, I found out that Hotel Tonight, the Great Discount Hotel Room App, was ripping me off for $43 more than The Gateway Inn would have charged me AS A WALK-IN!!! When I called Hotel Tonight to get the low price match, I was informed that because it was a same day booking, I had a two hour window which had closed. I explained that their poor search engine placed me with a property two hours away and that I had to drive through the National Park with no cell service, I called as soon as I had service. Once again, TOO BAD, according to "Customer Service" at Hotel Tonight. This experience was a deal breaker, I won't be using this ripoff company again. BEWARE!!!!!!
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