ComplaintsforHotel Tonight Inc.
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Complaint Details
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Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was looking to book a hotel for the following night on the way back from a hiking trip for Mothers Day. While checking ****** to be sure I was staying in a safe area, the date reset to the current day. Immediately after booking, I saw the mistake and began calling to get it addressed. Hotels Tonight has policies in place that do not allow any changes whatsoever after booking. After speaking to a representative and subsequently 2 supervisors, they refused to refund or change the dates. I frequently have to book last minute hotels for business trips and have used Hotels Tonight multiple times. There was zero resolution, just a lot of scripts about their policies being non-refundable, lies about what the hotel required (I also spoke with the hotel personally), and ultimately an offer for a coupon for 40% of the hotel cost to use at a future date on HotelsTonight. I lost hundreds of dollars and they lost a customer. I will never use this business again. Please do not use them if you expect any reasonable customer service.Business response
05/13/2024
Regrettably, we are unable to locate a reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address associated with the booking in question, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative HotelTonight
Initial Complaint
05/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
There were fraudulent charges made to our credit card on 5/2/24 for $310, and again on 5/6/24 for $365.I called HotelTonight to report that these charges were NOT made by me (the card holder) and I was advised by a representative that their fraud team would look into it and contact me within 24 hrs. I received NO response, so called again 48 hrs later on 5/10/24, and again received the same response from the representative. Still no call from their fraud team. So I called again (twice on 5/11) to have the charges removed. I was given an email to ************************************ to show proof of the charges on my card. I received a response that these were indeed valid charges and my request for a refund was denied. I have NO ACCOUNT with **********************, never have. I called again after the email denying a refund (again for a charge I never made, with an account I never had) and the representative would not escalate my concern or allow me to speak with a manager.Business response
05/12/2024
We have reviewed the facts related to the case number 21698540 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative has already followed up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a room via HotelTonight. Hotel tonight charged my credit card $300 +, sent a confirmation email. When I arrived at the hotel they informed me that HotelTonight over sold the rooms. I flew in, took an Uber from the airport and there is no room. When I called HotelTonight they tried to get me to pay to rebook a room. I was left standing in front of the hotel I had a confirmation number and receipt from, without a room. I was left on hold until my battery died. I flew into *** and took an Uber to the hotel in order to change and make it to an event. I am not going to make the event as I am sitting on the side of the road waiting for Hotel Tonight to call me back as promised. I want a refund and I am entitled to my flight and Uber ride. These people should be sued.Business response
05/12/2024
Regrettably, we are unable to locate a reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address associated with the HotelTonight reservation, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative HotelTonight
Customer response
05/13/2024
Complaint: 21686647
The email address is: ****************************** the phone number is **************.I have filed a dispute with the ************************ and I have engaged the fraud department at my bank. I was never given a refund as promised, despite being left out on the street for over two hours due to the gross negligence and fraud demonstrated by Hotel Tonight. The replacement hotel was disgusting and I refused to utilize the room. I have a signed affidavit from **** Hotel stating Hotel Tonight was advised that the hotel was at occupancy hours before my arrival.
Sincerely,
**************************************************Business response
05/15/2024
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address that was used to book the reservation in question and/or reservation code associated with this issue.
Sincerely,
HT Representative
HotelTonight
Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During my stay at chase hotel suite on ***** point drive I checked in and my room smelled musky and like mold and was very outdated. It had no smoke alarms and was a fire hazard (see breaker box) 12pm is check out time on Monday I had housekeeping attempt to come into the room with me and boyfriend in the room even after paying for late check out. When calling office all they did was apologize. Then about 2 hours later it happened again. I was accused by the office of leaving my door unlocked that the wind blew it open and was told from now on I cant pay for late checkouts and should find another place to stayBusiness response
03/26/2024
We have reviewed the facts related to the case number 21487454 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a reservation through the third-party app called hotel tonight 24 hours ago. I made the reservation by mistake with the incorrect dates at a local hotel in ****************. I called and spoke to numerous agents with Hotel Tonight in order to get information on how to possibly cancel or even modify my reservation to the correct dates. After receiving multiple calls with multiple agents telling me they have to reach out to another party for answers, they called back and said they cannot cancel or even simply modify the reservation for a later date. In their rules & regulations page it does say the charge may be non refundable, but nowhere in the bylaws does it say they cannot simply modify the reservation or even give me a credit with the company to use for another reservation. I feel as if I just lost $676 now to a reservation I most likely will not use.Business response
03/24/2024
We have reviewed the facts related to the case number 21468538 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked two rooms for one night (Saturday March 2, 2024). I had to go straight from my son's baseball to ******* to check into the hotel, then to Daytona for the Supercross race. I was traveling with a 18month old and did not want to have to drive all the way home after. I knew ahead of time that this stop was going to make me late to the race. What I did not anticipate for was the hotel to not have my second room reservation. They were sold out and I could not get a second room. We had a total of 9 people 5 of them children and were not allowed to put that many people in 1 room. Therefore I could not accept the one reservation that they did have for me. I was told by hotel staff to contact the company with which I made the reservation for a refund. After contacting them, they are only willing to give me a credit for 1 room. This is unacceptable! If it had been my error as to why I could not keep the reservation I would not be writing this right now, I would not be asking for a refund. But it wasn't my fault. My son only got to see the last 3 races because of this now unnecessary stop! And I want my money back!! Not a credit because I WILL NEVER use that app again! I have used several booking apps before and NEVER have had an experience like this. I don't care who refunds me whether it be the hotel ********************************** or the app Hotel Tonight but it needs to be taken care of the right way! I don't believe my request is absurd and needs to be honored.Customer response
03/07/2024
I want my complaint on file for other consumers but I was able to get my refund via my credit card. Now I'm sure the credit card company would like their money back but I did get mine. I wasn't sure how to document this since it said after I submitted my complaint I couldn't make any changes. But I also don't want it to look like I'm trying to be dishonestInitial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a room on 12/12/23 for 2 nights through the Hotels Tonight App. When booking I opened the app and the first hotel that came up as nearby was who I booked with. We were sitting in front of the hotel at the time. When I went to check in the front desk informed me it was a hotel that was 45 minutes down the road from where we were. I immediately called Hotel Tonight and explained what happened. They told me that there was a no refund policy. I explained that we were to far away from that location, but they refused to help me out at all. Because of the distance we were not able to check in to the hotel until the following day. When I went to check in to the hotel I was informed that the hotel canceled my reservation because we were a no show. The representative from Hotels Tonights did not inform me of this policy and it is no where on their website. I called again on 12/13/2023 after speaking to the hotel and explained the situation and they denied me any kind of refund because they said it was the hotels policy even though the hotel (Aloft) said that I had to go through Hotels tonight. I spent $200 on a room I never even used.Business response
12/25/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative HotelTonight
Customer response
12/30/2023
Complaint: 21048357
I am rejecting this response because:
I am submitting the additional info requested.
Sincerely,
***********************Business response
01/02/2024
Once again, we are unable to locate a profile or reservation with the information provided within the complaint. The attatchement provided does not allow us to identify the booking or guest. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue in the body of your complaint.
HotelTonight
Customer response
01/02/2024
Complaint: 21048357
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
11/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Friday, November 17th, we pre-paid for a king size room for my family (me, my wife, 1yr and 4yr child) at Hotel Zazz through a third-party booking site, Hoteltonight.com. When we arrived late that night, we tried to check-in and the front desk told us that we couldn't stay in a king size room because it would create a "fire and safety hazard," according to the laws in **********. We travel all the time and never heard of such a policy. The front desk staff told us that we would need to upgrade to a double room for an additional cost. We declined and explained that we share a bed with our children in hotel rooms due to concerns that they can fall out of hotel beds which are not designed for small children. The staff then said if we paid an additional fee per child, we could stay in the room we'd originally reserved. We questioned the rationale - is this a safety hazard or an attempt to upsell? They then asked us to cancel the reservation through Hoteltonight.com, so we called and explained why the reservation was being cancelled. They, too, were unfamiliar with the "fire and safety hazard" claim and, as a result, offered a refund. The staff then had us speak with the owner, ***************************, who informed us that she was refusing us service or a refund. Moments later, security came and told us that we were loitering and instructed the front desk to call the police, which was completely uncalled for. We went to our car to search for another place to stay that night. Another staff approached our car, shinning his flashlight in our faces, yelling at us, insisting that we were trespassing and demanding that we get off their property. My wife and children were frightened and began crying. The front desk staff started recording us so my wife began recording on a live feed to ensure we had witnesses. Hoteltonight.com later emailed that they couldn't provide a refund because the hotel refused it. We haven't heard from Hotel Zazz and have not received a refund.Business response
11/21/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and reservation code associated with this issue.
Sincerely,
HT Representative
Initial Complaint
11/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Accidentally reserved a hotel for Saturday night when my intent was to rent for Friday. When I called to cancel I was told they would cancel (after 90 minutes on hold) the operator decided they could not refund me. I asked to speak to a manager which added to my hold time then was hung up on. Spoke to 2 more managers who told me I was out of luck. Not even a percentage or a future credit. Just a I can understand your frustration then another sent through a very long email. This company has no scruples. As a business owner Ive never seen such lack of concern and professionalism.Business response
11/14/2023
We have reviewed the facts related to the case number 20859944 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
11/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Organization deliberately conceals known added costs when providing lists of deals. In this case, a hotel listing cost nearly $70 more per night than the listed cost, and the company (Hotel Tonight) knew about the additional costs prior to booking.At the very least this is misleading, at the very worst this is consumer fraud.Business response
11/12/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative
HotelTonight
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Customer Complaints Summary
84 total complaints in the last 3 years.
21 complaints closed in the last 12 months.