ComplaintsforHotel Tonight Inc.
Additional Complaint Information
Consumers are encouraged to review the Terms of Service prior to using their services, with special attention to 7. Hotel Overbooking and Cancellations and number 8. Room Assignments and Check-in for more information about cancellations and the company's no refund policy.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 25th at approximately 4:45pm, I booked a room at the *********** in *********, ** for the same night (HotelTonight booking ID *******. I drove 45 minutes to the hotel, and upon check-in, they didnt have a record of my reservation. I called HotelTonight, and the representative explained to the front desk manager that I do have a reservation. After the call ended, the front desk manager informed us that HotelTonight pushed it through but that they do not in fact have a room for us as the hotel is completely sold out. She informed me that HotelTonight had no business booking me a room that the hotel does not have available. The Hampton Inn manager called a HotelTonight, and told ***, the HotelTonight representative that they did NOT have a room for me. I asked to speak with ***, and she promised I would be refunded for the first charge, and that she would call me back in 15 minutes to help me find a new hotel. Its been beyond 15 minutes and I still have not heard from ***. Im waiting in the *********** lobby for her to call me. I drove 45 minutes to get here, planned to shower in my hotel room, and was expected at an important dinner that I will now miss, thanks to the fraudulent and unkind practices of HotelTonight. HotelTonight, even after this debacle, still lists the *********** as having TWO rooms available. So incredible deceptive, unprofessional, and downright MEAN to do to a person.Business response
06/26/2024
We have reviewed the facts related to the case number 21901735 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
Customer response
06/26/2024
Complaint: 21901735
I am rejecting this response because no one from HotelTonight has emailed me directly yet as promised in the resolution offering (as of 8:44pm EST on 6/26/24).
Sincerely,
*************************************
Business response
06/30/2024
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 6/30/24. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.Customer response
07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a hotel room from the site ************************** - Oceanfront Suite Room type: HighRoller Suite Check-in: 4:00 PM - May 25, 2024 Check-out: 11:00 AM - May 26, 2024 HotelTonight booking ID: ****** We charged $391 to your **************** card ending in *1004 under the name HotelTonight.I purchased and oceanfront suite. When I got to the hotel, they said that Hotel Tonight should never have booked my Room because it had already been sold out multiple days before. The hotel was generous enough to give me some hotel credit because they were nice and saw how distraught I was after arriving from a long flight and we were celebrating my moms birthday. They said that hotel tonight incorrectly made the booking and it should have never been made. I had to settle for an accessible studio with city view, and a partial view if on the balcony. At the end of my trip the hotel gave us a free lunch because our room was dirty and was missing patio furniture. Hotel tonight tried to use the hotels generosity as their own even though the hotels credits were for other reasons. Hotel tonight wont admit to their faults and accurately reimburse me. They agreed to reimburse me then went back on their word with no explanation. Very disorganized, unprofessional, and feels like a dishonest company overallBusiness response
06/03/2024
We have reviewed the facts related to the case number 21791034 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
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked May 15th for May 20th stay. $366 charge for the Verb Hotel. Received multiple stay confirmations including day of and the hotel said they never got the reservation. We were less scrambling during expensive graduation week in ****** and additional stress, time and out of pocket costs.Business response
05/22/2024
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 associated with the booking, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative
HotelTonight
Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
- fraudulent booking and charge on account for a booking that was made today - they wont refund the money or cancel the bookingBusiness response
05/22/2024
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, hotel name and amount of the charge, and/or reservation code associated with this issue.
Sincerely,
HT Representative
HotelTonight
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 dishonest
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Customer Complaints Summary
89 total complaints in the last 3 years.
21 complaints closed in the last 12 months.