Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel Tonight is employing deceptive business practices via their mobile app, and a deliberately non-responsive customer support process designed to prevent the cancellation of bookings made in error due to their app. On May 17, 2022, the completion of a captcha on the Hotel Tonight App, which I undertook upon belief that it was taking me to a page of hotel rates, instead booked three hotel rooms which I was not actually seeking to book, nor which I could use, for a total of $1,692.00. There was no confirmation of payment page or step within the app to indicate that I was making a payment. Instead, I was redirected to a booking completed page. I immediately submitted a reversal request through the app. I did not receive an email copy of my support request, and the request (and subsequent ones) to-date has not been acknowledged. I am unable to reach any person associated with Hotel Tonight through the support channels specified within their app. Within 15 minutes I called the hotel to stop the process of the booking but the desk agent who answered stated they needed to speak with the hotel manager. Several hours later, the same agent returned my call, stating that they can't access information from the Hotel Tonight app and thus can't cancel. 3 days later I was able to locate a contact phone number for the Hotel Tonight customer support team and explained the situation. Their customer support told me to contact the ********************** to cancel. I replied that I had already done that. The customer service representative alerted me that they would have to speak with a manager and get back to me. Later that evening, the customer service representative returned my call stating that there was nothing they could do, without any additional explanation or manager involvement. They subsequently locked me out of the app so I cannot access the support requests as proof they went unanswered.

  Business Response

  Date: 07/26/2022

  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,

  ********

  HotelTonight

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6, 2022 I tried to book a hotel on Hotel Tonight but I was charged for a different hotel, The Graduate in ******, ******* when I wanted to book ********* in ******, *******. I did not authorize the stay at the Graduate and I double checked the booking prior to submitting the proceed button. At the end I tried to talk with HotelTonight and my credit card company to dispute the charge of $115.00 but HotelTonight sees the charge as valid.

  Business Response

  Date: 07/17/2022

  We have reviewed the facts related to the case number 17553475 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17553475
  
  I am rejecting this response because: no one has reached out to me fix the matter. Ive called and sent numerous emails and Ive heard nothing from them. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2022

  We emailed the complainant to their email address provided, the one of file with their HT account on Sunday July 17th. We will re-send the message, as we have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  ********

  HotelTonight

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17553475
  
  I am rejecting this response because: they reached out to me however they did not continue the conversation. I was sent one email to offer a solution from ********. They offered me $50 credit when the booking in question was $115. They also said the credit is to be used immediately or it'll expire in 90 days. I emailed her back a credit of the total is fine, I don't exactly need a refund. I also asked for the credit to be extended 1 year. 

  My solution to all this was a refund given that it was not my fault that their website glitched. However, I am fine with a credit and I don't think this request is unreasonable. If this cannot be met, then I rather get a refund but they refuse all together to cooperate. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2022

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 7/24/22. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  ********

  HotelTonight

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17553475
  
  I am rejecting this response because: this wasnt resolved. I was given $50 credit to a $115 transaction. A transaction I never authorized. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2022

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

   

  ********

  HotelTonight

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17553475
  
  I am rejecting this response because: this was never resolved. I didnt agree to anything just yet. All I am seeking is the full credit/refund of the original amount. Not less than half. I never intentionally searched up a hotel that I did not want to stay at. I searched for hotels in the location I wanted to stay in. But when I was ready to book a hotel, the website switched to a different hotel. The error is on the website and HotelTonight does not care. They simply want your money. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/26/2022

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

   

  HotelTonight

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17553475
  
  I am rejecting this response because: nothing was resolved because I didnt agree to anything! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a hotel through this vendor, arrived at hotel and was unable to park my car. Due to the fact that there was no accessible parking I was forced to cancel my reservation; I hadnt made use of the hotel room so I requested a refund but the company refused to honor my request, I wad robbed of my money because I paid them and received nothing in return

  Business Response

  Date: 07/11/2022

  We have reviewed the facts related to the case number 17548513 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

   HotelTonight

• Initial Complaint

  Date:07/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel via this website, which indicated that you need to be "18+ to book". I was booking for my daughter, who is 17. She was then refused entry to the hotel, and I lost the approx $250 I spent with this company.Note that they do not say "18+ to stay", but "18+ to book". I raised this with them, and they have not resolved this at all, despite numerous attempts to show them their lack of logic or clarity. They claim that on the "hotel's info" page, it states that minors are not allowed to stay, but that page is not visible to users who are using their service.Essentially, they are selling something under false pretenses, and then refusing to acknowledge they've done so.

  Business Response

  Date: 07/11/2022

  We have reviewed the facts related to the case number 17546965 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room on line on my phone June 22, 2022 around mid night for night of June 22, 2022 When it booked it booked room for June 23, 2022 and the system wont allow to cancel it and I called their toll free number but no answer I called the hotel and they said it has been booked for stay June 23, 2022 not for June 22, 2022 and they have no vacant room for June 22, 2022 at all Since that day I am calling hotel tonight it seems they run very un ethical and fraudulent business practices where they wont give me a refund even there was a glitch in their system If I do not get refund I have no choice except refuse with my AMEX and give them bad reviews all over social media. I find them very un cooperative company where such complaints can not be escalated I hope BBB can help resolve the issue amicably

  Business Response

  Date: 07/10/2022

  We have reviewed the facts related to the case number 17542670 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

  Customer Answer

  Date: 07/10/2022

   
  Complaint: 17542670
  
  I am rejecting this response because: I am very dis appointed. Out of 143 complaints filed at BBB here and no satisfying answer. It is total waste of response from them. I feel they are a total fraud. They are ripping people off day and nightv
  
  Sincerely,
  
  Raman Agarwal

• Initial Complaint

  Date:07/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The app glitched and booked for a date that I would not be in town or utilize their services. I called and spoke with a rep and a supervisor and I was told that its my fault. The app glitched and booked for a date that I would not be in town or utilize their services. I called and spoke with a manager who told me I was stupid for not triple checking and hung up on me. I made attempt to cancel or even request a cancellation and or call back from another manager. I am beyond irritated because the merchant is not willing to help for a mistake that happened with their app. They are so money hungry and steal from consumers all the time. I want my money back. At this point they are rude and unprofessional.

  Business Response

  Date: 07/10/2022

  We have reviewed the facts related to the case number 17531600 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Hotel Tonight services to book a hotel for a trip, upon arrival the hotel booked was in a very sketchy part of town where there was no one at the front desk. After waiting for 1.5 hours to try to check in I called the customer service to either get a refund or another hotel. I received a credit to find a hotel on my own. The agent did not help in finding a hotel through the app, but I was told I could call back anytime to get a refund of the difference since this is soo last minute and I had to pay a very high price for a hotel since every hotel was booked for the holiday. The agent ******** told be I can call back any time to do so and that was given my claim number. It was a horrible and scary experience. Extremely stressful on my vacation. I complained that they should remove this hotel from the app/website and that they should do checks on what they offer and provide ****** reviews on the app or something. When I called back I was told they can not do anything because this offer of getting the extreme difference payment had in fact an expiration date. I spent almost another two hours on the phone with a manager and agent they said they would provide me with a credit only. I do not have a credit on the account. This company has horrible ethics and only want to collect money. They do not care about the safety or satisfaction of their clients.

  Business Response

  Date: 06/25/2022

  We have reviewed the facts related to the case number ******** and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.
  
  
  
  Chrissy
  
  HotelTonight

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The app glitched and booked for a date that I would not be in town or utilize their services. I called and spoke with a rep who insured me that he would get the booking cancelled. After an hour wait I get a call back saying they were unsuccessful. The next day I called the hotel to explain the situation and the hotel explained at no point in time had the merchant call to cancel, attempt to cancel or even request a cancellation and or call back from a manager. I am beyond irritated because the merchant is not willing to help for a mistake that happened with their app. They are so money hungry and steal from consumers all the time. I want my money back ESPECIALLY SINCE I NEVER UTILIZED THE ACTUAL SERVICES. AT NO POINT IN TIME CAN THE MERCHANT OR HOTEL PROVIDE DOCUMENTATION OF ME CHECKING IN AND STAYING AT THE *****

  Business Response

  Date: 06/25/2022

  We have reviewed the facts related to the case number ******** and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.
  
  
  Chrissy
  
  HotelTonight

  Customer Answer

  Date: 06/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hotel room on hotel tonight and when I arrived the room was nothing like the picture. I was duped into paying a higher price for a large airy studio suite and received a small cramped room. Hotel tonight falsely advertised the room as using pictures of a suite with a large room with a couch, sitting area, large dressers and chairs and a double sink bathroom, spacious enough for my family. When I checked in I showed staff the pictures online and asked for a room as pictured. I was told that the pictures on hotel tonight were deceiving and not as pictured and they were sold out so they could not offer another room. I filed a complaint on the phone with hotel tonight and demanded a partial refund and that was denied by the company. Please go to the hotel tonight website, search Kimpton Windslow hotel in Key West, look at the room pictures on the site and what I was provided as pictured below. Note that the room has no sofa (as pictured online), no chair (as pictured online), no large dresser (as pictured online) and is half the size of the room pictured online. In fact theres a narrow path around the bed and nothing else. If Id known the room was like this I wouldnt have booked it (especially for a family of four) and I especially wouldnt have paid what I paid for the room. I had other options when booking and I was deceived into thinking that I was booking a room the size of the pictures with similar furniture to the pictures.

  Business Response

  Date: 06/21/2022

  We have reviewed the facts related to the case number 17449334 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

  Customer Answer

  Date: 06/26/2022

   
  Complaint: 17449334
  
  I am rejecting this response because: it does not address the issue that I raised. I purchased a hotel room based on the pictures on the room provided on the hotel tonight app. I was induced into paying more for what I thought was a luxury room complete with a large couch, bureau, chair and large bathroom. I was duped and put in a small room up a narrow flight of stairs that had a balcony with a beehive. When I showed the pictures to the manager and demanded a room as pictured, I was told that the pictures arent accurate for the room. I demanded a partial refund from the hotel or hotel tonight and both refused. This was deceptive and false advertising, a classic bait and switch and whats worse is that both parties acknowledge that the room I received is not as pictured but then do nothing to remedy the situation. I paid $340 a night for the room thinking that it was a room large enough for my entire family as pictured. The $50 credit towards a future stay on the hotel tonight app is not a remedy nor does it address my demand. Attached are pictures of the room provided. The hotel tonight website still has the false advertising pictures of a large luxurious room on its website with this hotel, Kimpton Windslow, Key West *******.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/28/2022

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 6/28/22. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

   

  ********

  HotelTonight

• Initial Complaint

  Date:06/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 6 I went on hoteltonight.com payed 118 dollars for a room. They never reserved the room at the hotel. Yet took the money out of my account. I have been calling once a week since event. They claimed they had no charge in their system. I called again Thursday June 16 and the lady told me that there was a room charge. I informed we never not the confirmation code so we had to stay at another hotel. I then emailed their customer support with the proof of the charge and proof we stayed at another hotel. They will not give me my money back.

  Business Response

  Date: 06/19/2022

  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,

  ********

  HotelTonight