Review Time
Very bad service - totally rigid company.I booked a hotel room in Barcelona - and by accident I booked the dates in August instead of July. 2 minutes after my mistake I called and mailed both the hotel and HotelTonight. I spend all morning yesterday talking to both parties - and it ended up in no help at all. I couldn't refund the reservation and move it to the right days in July. So - now I have to pay for a hotel, that I don't use. So frustrating and EXTREMELY BAD CUSTOMER SERVICE.
If I could give 0 stars I would. Before starting my flight from Denver to Detroit to my final destination in Montreal. I used hotel tonight’s app to book a hotel in Montreal, mind you I’ve use hotel tonight in the past as a loyal customer. After paying for an uber to my hotel and arriving at 1130 pm at night the hotel informed me the room I booked was no longer available that they run into this problem all the time through hotel tonight. So using hoteltonight app to find a nearby hotel I find one but don’t book through it in fear that I’ll run into the same situation. Mind you I’m in a foreign country with 5% battery life. After arriving at my hotel I started a internet chat with their customer service team Isabel doing the best she could after an hour and half of messaging back and forth because I was seeking reimbursement for both hotel rooms and my uber due to inconvenience I wouldn’t need a 2nd hotel room if it weren’t for the situation. She forwarded me to Michelle who claims she was the supervisor or manager in charge and could only reimburse for the first hotel room and I SHOULD HAVE CALLED THEM RIGHT AWAY. Hahahah imagine being in a foreign country 5% battery life not knowing where you are not having a place to stay due to HOTEL TONIGHT and she expected me to call them before finding a place to stay. Needless to say DOOOO NOT USE THIS APP.... EFF THIS COMPANY!
I made a booking and have arrived at the Hotel, Veriu at Central in Sydney. The self parking charge on the Hotel Tonight site show $25. The Hotel say their charge has always been $35 and they said Hotel Tonight was wrong to put the $25 figure on the website. The Hotel had no intentions of honouring the published amount of $25 and said all they could do was report to the manager that the website is quoting a wrong figure.Not good enough guys - on either side. Whilst it is only a $10 difference it was an amount that I took into consideration when I booked and this gave a competitive edge.
Tried to use the app, got to the hotel and the hotel asked for $150 cash only deposit... um?? The front clerk agreed to refund any charges, I called Hotels Tonight and they agreed to refund. 10 minutes later they called back telling me I now have account "credits".... Such a shady app, never use it.
Booked a room when stranded at an airport. Got to the hotel and they said they were full. A couple of days later got an email asking how my stay was for the hotel 3-4 days after the night I tried to book it for. Sure enough they billed me for it! Refuse to refund the charge. STAY AWAY.
This company won't be in businesses for long if they continue their shady practices.I paid online for a nice hotel, more than i usually do, but it was for a special occasion. We get to the hotel and find that we booked a room with two beds instead of one even though the pictures showed one bed. The hotel clerk admitted that there was plenty of room in the hotel but because we booked online we could not change rooms. We were also surprised to find out that I had to pay $100 deposit plus a resort fee, even after taking my payment online. I called them once we got to the room and was put on hold and by the time they got to me it was like 10pm, we had the engineer in our room because of the smoke alarm. They said that a manager would call me back and gave me a code. No manager called me. I called them again 3 days later and they offered me $50 towards the next time I travel with them, which won't be happening. Shady business. So I get why the ratings are so bad and I will totally understand why they won't be around for very long.
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.
I booked a room on Hotel Tonight and it charged my card in advance. Upon arrival at the hotel, they didn't actually have any rooms available. They said that Hotel Tonight was having syncing problems and selling rooms that weren't available. I was left stranded on my birthday with nowhere to stay. Word to the wise: if you book with this App, call the hotel and confirm they have rooms.
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