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:06/17/2022

  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.

  I was on HotelTonight's website looking at options after booking a room too small for my party at Freehand in *** (and realizing upon check-in), and put my phone in my pocket and somehow without my consent, a booking was processed on HotelTonight. I had no desire to stay in that hotel, and tried to dispute it within a minute of seeing it on my phone, but HotelTonight provides no options to do so-- I then called the hotel, who informed me they couldn't cancel / refund the reservation because HotelTonight is a third party vendor. It states in HotelTonight's T&Cs that they give warning about bookings being nonrefundable prior to submitting payment, but I saw nothing of the sort or would have exited the page out of caution. I did not stay in these hotel rooms, and my claim dispute was denied by my credit card due to the T&Cs of the business. I absolutely cannot afford this cost, and did end up staying at the hotel I initially booked.

  Business Response

  Date: 06/19/2022

  We have reviewed the facts related to the case number 17441376 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:06/10/2022

  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.

  May 28th, 2022 I booked a hotel room through Hotel Tonight in Brooklyn, ********. I had arrived on a flight from ****** to ************************************ at approximately 11:30 pm. All other rooms nearby were sold out, and ************ area was the nearest location the Hotel Tonight app claimed there were hotels that had room availability. Upon booking the room, I received a confirmation email at 12:19 am confirming my reservation at the ********************************************** with a check in for that same night, May 28th. I booked the lowest rideshare fare available which was through Lyft at a rate of $79.78. At 1:33 pm I was picked up and dropped off at the Holiday Inn hotel at 2:06 am. When I checked in, I was told by the front desk staff that there were in fact no rooms available for me; Hotel Tonight had oversold room reservations for that hotel. I called Hotel Tonight and asked them to book me in another hotel within walking distance since I had no means of transportation other than to pay for another rideshare. At 3:32 am, after several phone calls and attempts to book a room, the representative from Hotel Tonight conceded that there were no hotels available, not even within a reasonable driving distance. I finally had no choice but to return to the airport, where there was security available for my safety, since I was traveling alone and it was very late at night. I took another Lyft from the hotel to the airport which cost me $86.95. I would not have paid $166.73 in rideshare fees but for Hotel Tonight confirming that I indeed had a reservation at the Holiday Inn Express. Hotel Tonight was unable to fulfill my request to be compensated for the rideshare fees, as well as jeopardizing my safety and wasting my time. They have refunded my original room reservation but I feel I should also be credited an additional $250 which is the average rate for a hotel in the Newark area, and be paid $166.73 by check for the rideshare fees.

  Business Response

  Date: 06/12/2022

  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, telephone number, account name and/or reservation code associated with this issue.

  Sincerely,

  ******** HotelTonight

  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 17411985
  
  I am rejecting this response because: Hotel Tonight is claiming they are unable to locate the hotel reservation referenced in the complaint. The reservation was made under the name *************************, phone number ************** email address is ************************ The hotel booking ID is ****** check in May 28, 2022 check out May 29, 2022. Please be sure to reference the screen shots submitted with original complaint which show the booking information and provide proof of my booking. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/26/2023

  We have reviewed the facts related to the case number 17411985 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: 03/27/2023

   
  Complaint: 17411985
  
  I am rejecting this response because: I am waiting for Hotel Tonight to contact me as they said they would. I cannot accept a response without any action taken on their behalf to resolve this matter. If I do not hear from Hotel Tonight within 5 business days from this response I will follow-up on BBB. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/28/2023

  We have addressed the complainants concerns to the email address on file for the applicable profile. We cannot send an email to the email address listed in this complaint, as it is against privacy guidelines. Please check the email associated with the HotelTonight account for our reply. 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: 03/28/2023

   
  Complaint: 17411985
  
  I am rejecting this response because:I have thoroughly searched the email address associated with my Hotel Tonight account and was unable to find an email from Hotel Tonight. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/28/2023

  Please provide the email address associated with your HotelTonight account so we can investigate this for you.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 17411985
  
  I am rejecting this response because:the business and I are still in the process of establishing communication to resolve the matter. The email address associated with my hotel tonight account is ************************ However, I can also receive email at the following email address if that is easier for you: *********************************. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/28/2023

  I can confirm I replied to *********************** on Sunday March 26th. Please check your spam, and we can only communicate with the email address on file. If you are still unable to find my email, please email us at ******************************* using the subject line "ATTN ******** - BBB Case 17411985 Follow Up". This will direct your email to the proper channel so we can help resolve your issue.

   

  ********

  HotelTonight

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 17411985
  
  I am rejecting this response because: I will accept response if and only when an acceptable resolution is received from the business via my email address. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2022

  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.

  I booked a two night stay at the ******************* through Hotel Tonight using their app platform. The dates booked were May 11, 2022, May 12, 2022 and the total was for the sum of $276. Hotel Tonight lists this property as a "100% NON-SMOKING" hotel with a rating of 88%. Having no knowledge of the ********** I booked this hotel based solely on information given by Hotel Tonight. As a registered nurse it is important I stay at non-smoking hotels since I cannot show up for work as a travel nurse at a hospital smelling like smoke or they will send me home. The hotel was not what was listed and feel the old "bait and switch" game was played. When I checked in the smell of marijuana was so strong I thought I was going to get a contact buzz. Their was a layer, if you will, of pot smoke in the hallway. I called Hotel Tonight and informed them I could not stay in this environment. As a license healthcare worker, I absolutely CANNOT be staying in environments that expose me to pot smoke for myriad reasons but first and foremost I could ultimately lose my nursing license or have it suspended. I asked for a refund since I could not stay in that hotel and had to book a room somewhere else. They refuse, citing "no refund, ever!" and offered a $35 coupon. It is 100% Hotel Tonight's responsibility to accurately give customers information so they can make informed decisions, especially given the amount of people allergic to *************** smoke- or could get in trouble with their licensing board. Hotel Tonight STILL lists this property as "100% NON-SMOKING" even though they KNOW it is not! I want a refund of the $276! A coupon for a company I will never use again is unacceptable!

  Business Response

  Date: 06/05/2022

  We have reviewed the facts related to the case number 17317336 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: 06/06/2022

   
  Complaint: 17317336
  
  I am rejecting this response because: No one from Hotel Tonight has followed up with outside of the already uploaded documented email conversations. The company also had ample time to issue a refund before I filed a complaint with PayPal, while the PayPal case details were under review and PayPal asked them for a response. Hotel Tonight's response to the complaint filed with PayPal was to deactivate my account. Nonetheless, I have received no communication from Hotel Tonight and plan to keep escalating the complaint up the chain until one is issued! 
  
  Sincerely,
  
  ***************************, Rn

  Business Response

  Date: 06/06/2022

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. If the complainant has not received our communication, please have them check their spam, as the email was sent to the email address on their HT account. 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: 06/15/2022

  Hi there,

  
  Please re-open the complaint! I am a RN and work ***** hours shifts, so my schedule is a little messed up compared to the rest of the world! I also have been working so much lately I barely have enough time to sleep in between shifts. However, the company did send any further emails and did not resolve anything. The last communication I had with them was my response to an email- a copy of which is already included in the complaint. I searched for any additional emails from Hotel Tonight in the email account and no further emails show! Therefore, their statement "we have resolved the issue" is false and a blatant lie! Thank you so much for reaching out in response to my email! I appreciate it greatly!!

  
  Best,

  ***************************, RN

  Business Response

  Date: 06/19/2022

  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. If the complainant is unable to view our messages, please have them check their spam and email settings. 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: 06/22/2022

   
  Complaint: 17317336
  
  I am rejecting this response because: This matter has not been resolved by email, phone call, or otherwise! I last email received was sent be ************** May 28, 2022, at 20:38 PDT which is included in the uploaded documents. ***** wrote in the email, "We would like to clarify the reason for the status of your account. Unfortunately, we had to disable you account as we cannot support accounts that have been subject to a chargeback and any future accounts that you attempt to create will be disabled". Which was basically telling me that since I filed a dispute with PayPal they disabled my account. To date, they have offer a $35 dollar coupon and that is it! They did NOT send further emails after the aforementioned and the matter is far from resolved. Please see attached search result from my email account showing all email results contained in my account. The company's stance that it sent an email after I filed this complaint is a blatant lie! 
  
  Sincerely,
  
  ***************************, Rn

  Business Response

  Date: 06/22/2022

  We have reached out via email to the customer to solve the complaint. 

   

  Best, 

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17317336
  
  I am rejecting this response because: The business sent an email, see attached, which stated they "issued a refund of $276 to my Hotel Tonight account to use for a future booking." There are two problems with this...#1- I will not accept anything other than a refund of $276 back onto my PayPal Business Debit MasterCard since I have been clear I will never utilize Hotel Tonight for any reason in the future! #2- The last email received before the email sent 06/22/2022, see attached,  clearly stated, "your account has been disable, and all future accounts will be disabled as well", therefore, according to their actions a refund into a non-existing account is tantamount to a dog and pony show bait and switch tactic! #3- Let me clear, as I have always stated from day one of this problem, I will not accept anything other than a full refund returned to the debit card used in the purchase. The offer of a $35 dollar coupon, and the supposed "refund", or "credit" returned to a NON-EXISTING ACCOUNT is unacceptable. I will continue to reject their "coupons" and will continue to fight for what is right! It would behoove them to just refund the money as I have already contacted the Attorney General of my state, and will continue up the chain until the money is returned!
  
  Sincerely,
  
  ***************************, Rn

  Business Response

  Date: 06/25/2022

  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 6/22/2022. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

• Initial Complaint

  Date:05/23/2022

  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 5/20 at 1:11am, I booked a last minute reservation on Hotel Tonight for a room at the Hampton Inn ********* Airport Hotel (HotelTonight booking ID: CPXQWW) for $172. When I showed up at the property, I was advised that no rooms were available and that I needed to go to a downtown Hampton Inn (40 minutes taxi drive away). not having any other option when I needed some sleep, I took a taxi and went to the other property. This created an awful experience that all started with Hotel Tonight selling me a room that was not available. It costs me money (taxi rides in Europe: 50 euros total), stress, and hassle, in addition of me not sleeping in the property I actually booked near the airport. I believe I was deceived by Hotel Tonight and my experience deserves compensation for the $172 and the 50 euros taxi ($53) totaling $225.

  Business Response

  Date: 05/23/2022

  We have reviewed the facts related to the case number 17244555 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:05/21/2022

  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.

  I travel a lot for my business. Sometimes I would use the app, HotelTonight, to book my stays in ***********. I booked a single hotel room for myself on Saturday, April 2nd to stay at the ****************************** located at *****************************************************************. Since I was running late, I went straight to my work event instead of checking into my hotel that evening of Saturday, April 2nd.During my work event, I had lost my photo ID. I think during the vaccination/ID check upon entering the venue. That night after the event when I went to check into my hotel, the front desk clerk told me that I could not check in to my room without a photo ID. I showed him a photo of my ID on my phone that I had as backup and the credit card I used to purchase the room on HotelTonight. He said that was not enough and could not help me. I asked, "what solution do you have then?" He said I would be refunded for my stay. There were no hotel rooms available in the area that late at night so I slept in my ***** few days pass and the refund is still not on reflected on my business AMEX credit card so I call HotelTonight customer service. I tell them what happened. I am first told that they cannot refund me and I need to get a refund from the hotel. When I go back to that hotel on my next work trip to **, they say no, you paid HotelTonight and they need to refund you. When I call again, HotelTonight tells me that that all purchases are non-refundable and they cannot help **** ended disputing the charge on AMEX and HotelTonight fought it. They made up a complete lie. I received an email from them saying that I claimed someone else booked the room under my name, which is not true, and that they deactivated my account (retaliation). I told AMEX exactly this story. I paid for a hotel room through HotelTonight. The hotel (their vendor) refused me to check into that room. I never stayed in that room. I paid for a service I did not receive from HotelTonight and I want my $137 back.

  Business Response

  Date: 05/22/2022

  We have reviewed the facts related to the case number 17239363 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