ComplaintsforHotelEngine Inc

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1) I reserved a room that in hotel engine stated 2 king beds which picture is attached. Upon check in and me entering the room there was 1 queen bed. When I called the front desk I let him know we were supposed to have 2 king bed. He responded with we have never had 2 kings in one room. They couldnt accommodate us in the hotel for 2 queens. Hotel engine has the wrong description. 2)Upon being in that room for about an hr my daughter broke out in a rash on her back. It was very red and itchy. Well come to find out the air conditioner was leaking and the floor was wet. Smelled like mold in the entire room (pic attached) my daughter is very allergic to mold. She started coughing pretty bad as well. I called the front desk and it was stated that they had no rooms available. We had to leave the hotel my daughter was having an allergic reaction and couldnt stay. 3)They had used coffee grounds in the room and it sitting there for the next person. I am very disappointed that no one can email me back on the updates. Last I heard was on 8/6

  Business response

  09/05/2024

  Hi *******, 
  
  Thank you for bringing this matter to our attention. We apologize for the technical error that caused a delay in resolving this matter on our end. We have issued a full refund, plus additional compensation due to the delay. We are also following up with the hotel regarding the cleanliness of the room. Again, thank you for bringing this issue to our attention!
  

  Customer response

  09/05/2024

   
  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

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked a reservation via hotel engine for August 6th to 8th with our employees using some travel credits. One of our employees got sick during our stay, so we asked for some assistance from them. They refunded the travel credits, which led us to have around $430 in travel credits in our account. A few hours later, they deactivated our account. We reached out to them multiple times via emails and calls, but no one is helping us. We either want our account back or get the travel credits to our bank account.

  Business response

  08/26/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the deactivation of your account and the handling of your travel credits, and how frustrating this situation must be.

  After a thorough review, we found that account deactivation occurred as a result of breach of our terms and conditions, referenced below. Note that our decision to terminate the account is final and will not be reversed.

  B. Termination by Breach

  Without limiting any other remedies, Hotel Engine may, without notice, delay or immediately issue a warning to a Member, temporarily suspend a Member, temporarily or indefinitely suspend a Members account privileges, terminate a Members Member Account, prohibit access to the Site by Member or any of Member's Administrators or Users, and take technical and legal steps to keep a Member and its Users off the Site and refuse to provide services to a Member and its Users if any of the following apply:

    1. Hotel Engine suspects(by information, investigation, conviction, settlement, insurance or escrow investigation, or otherwise) a Member or any User has breached any provision of this Agreement, the Privacy Policy, or other policy documents incorporated herein;
    2. Member or any of the Members Users or Administrators transfers, shares or otherwise allows access to a Member Account or any content of the site to any unauthorized user,without the written consent of **********************;
    3. Hotel Engine is unable to verify or authenticate any Personal Information; or
    4. Hotel Engine believes that (a) the Member to its Users are acting inconsistently with the letter or spirit of Hotel Engines policies; (b) the Member or its Users' has engaged in improper or fraudulent activity in connection with the Site; or (c) the Members actions may cause legal liability or financial loss to Hotel Engine.
  --
  
  We also want to assure you that no financial loss was incurred, as all funds used on Hotel Engine were the aforementioned travel credits provided by Hotel Engine at no cost to you, and therefore all reservation stays were consumed free of charge. Thank you again for bringing this matter to our attention.

  Customer response

  08/29/2024

   
  Complaint: 22162342
  
  I am rejecting this response because: I don't think we violated any of their policies. Please provide us an incident where we did. 
  
  Sincerely,
  
  Jaze Sarenas

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I stayed at Home 2 by ****** January 2, 2024 - May 10, 2024 by the use of Hotel Engine in an effort to secure a better rate for such a long stay. The length of my stay changed my status from short term patron to long term tenant due to it being longer than 30 consecutive days which therefore, by Georgia law enables me to some tax savings which was discussed several times with Hotel Engine representatives and all agreed this was going to begin after the first 30 days. This didn't happen. After several voicemails, (which ***** never returns. It's always due to my perseverance and repeated calling that I even speak with anyone) and emails that of being assured that they are looking into it, it still isn't resolved, my credit card has not been credited and they are now ghosts. I sent ***** an email nearly a week ago (AGAIN) and invited him to call me and tell me what additional information I could provide to expedite this....Zero response. I've since been checked out of that hotel for over a month and Hotel Engine still doesn't have answers for me or even a timeframe for resolution. I think they just think I'll forget about it and give up since they are so difficult to reach. After staying 129 nights at this location it turns out to be a significant savings for myself that they plan on pocketing I'm sure.Terrible experience, terrible company, terrible management. I shouldn't be surprised to find out that they have an "F" rating with BBB. Never again Hotel Engine!

  Business response

  06/14/2024

  Hi ****,
  
  Thank you for bringing this to our attention.  Your experience is not what we strive for at Hotel Engine, and we appreciate your feedback regarding the delays and lack of communication.
  
  I can confirm that a refund of the taxes was issued today, to your original method of payment.  We are also evaluating how we manage these requests going forward to prevent excessive delays and keep you in the loop.
  
  Again, thank you for bringing this issue to our attention.

  Customer response

  06/15/2024

   
  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

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for a hotel room, and when I turned up to the hotel, they had no record of my booking, and I had to rebook with another hotel service and Hotel Engine has not refunded me the $2071.73 for the hotel room that the hotel had no record of.$2071.73 - charged May 19th. This was not refunded, and when I arrived at the hotel, was told by the hotel it was not active.

  Business response

  06/17/2024

  Hi ****,
  
  Please accept our sincerest apologies for your experience.
  
  With the information you were able to provide our support team, we were able to clarify the issue with the hotel, and will refund our charge directly to your card. Based on your experience, our team will also provide additional travel credits for future use.
  
  Thank you for bringing this issue to our attention so we can continue making Hotel Engine the number one platform for business lodging needs.
  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked hotel nonrefundable hotel reservation for 5 nights for one room, 2 beds (one king and one queen **** and prepaid all costs including hotel fee that I was told included the resort fee of $225 or $45 per night in addition to taxes prepaid and hotel engine fees prepaid. Total fees all prepaid. Hotel itself confirmed Only one room with one bed and denied hotel fees included. Requested full refund on same day as reservation made for bait and switch. Hotel Engine agreed with my facts on several phone calls but said hotel refused refund and therefore they were having trouble refunding funds. Hotel Engine advertised one thing but my reservation type would not be honored by the hotel per hotel.

  Customer response

  05/14/2024

  The company processed a full refund and it should show on my credit card within 10 days. I was notified after telling them I was filing BBB dispute and dispute with credit

  card. The case is resolved. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been a member of Hotel Engine (HE) for 6 years and have completed 11 bookings with them throughout that time. I recently booked a stay at ********************* in ********************** (Tortola), Hotel Engine confirmation KZ5G94A. I paid $2,038.63 in total in full upfront to this company. When arriving to check-in, the hotel said that Expedia had booked my reservation in a different room type, not ******************* but Hillside Room. So, Hotel Engine used a third party system (Expedia) to book my reservation in a different room type and pocketed the difference of over $315. Long Bays receipt for my stay is $1,722.60. HEs customer service has been awful and unresponsive since I reported it Jan 3 via their online system. They acknowledge the error but will only offer a $200 HE credit, not a refund to my Amex. Long Bay Beach reluctantly eventually moved me from Hillside (Room 306) to Ocean View (Room 108) for the last night of my stay because I showed them my HE original confirmation. HE was no help whatsoever and continues to ignore my emails. Hotel Name:********************* Check-in:1/3/2024 Checkout:1/6/2024 Hotel Engine Confirmation Number:KZ5G94A Room Type: *******************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel stay at ****************************************** through Hotel Engine. The dates were November 17, 2023 to December 15, 2023. I paid in full up front. I checked out early, on December 8, 2023. I have confirmed with the front desk that I am owed a refund of $505.40. Hotel Engine refuses to refund my money because they have not received an e-mail from the hotel manager in writing confirming my refund amount. I cannot control what the hotel does (I have already asked them to send the e-mail), but I am owed a refund regardless of what email was or wasnt sent. Hotel Engine told me that they have already confirmed with the hotel that I checked out early, yet they are still holding my money.

  Customer response

  01/03/2024

  Hello, I am reaching out about a complaint I filed last week with the BBB against Hotel Engine. It was regarding a refund they had not sent me for unused nights at Motel 6 East in *******, **. I just wanted to let you know that I have been refunded, so my complaint has now been resolved. Thank you for your time!

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I have Hotel Engine credits on my account from a prior cancelled booking - I went to book a new, non refundable hotel room and intended to apply the credits - there was not a clear option for me to select paying with my credits and figured that option would appear on the next page, but my booking was then confirmed (non-refundable and no credits used)- I then reached out to HotelEngine asking if I could apply my credits to this booking, but was told this was a non-refundable room and i would need to speak to the hotel if I wished to cancel and re-book using credits - I called the hotel, spoke with the general manager who said he was fine cancelling the room, but he couldn't cancel on his end because it was booked through Expedia - I then spoke to HE again who told me that they couldn't cancel because it was booked through them via Expedia - When I contacted Expedia, they of course do not recognize my HotelEngine confirmation number and I have no numbers associated with the booking through Expedia - HotelEngine is saying they cannot cancel the booking even though they were the ones that created the booking through Expedia

  Business response

  02/27/2023

  Hello ******. We apologize for the experience you've had with this reservation. Unfortunately, without the cooperation of the hotel, we are unable to fully refund this reservation. However, we greatly value your partnership with hotel Engine and would like to offer you travel credits for 50% of this reservation. You will see the travel credits added into your account today. If there is anything further we can do to assist you, we're here. Again, apologies for this situation and I hope you have a wonderful day. 
  
  *********************
  Member Support   

• Initial Complaint

  09/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i paid for a hotel room for my summer vacation threw hotel engines sight. then when i got to the hotel they didnt have the room i paid for available. they offered me a smaller room for a cheaper price. **************** told me the only way to process this transaction was to credit my orignal purchase and i had to pay for the other room. i agreed to it. i notified hotel engine and they looked into it and they confirmed. The issue is now they arent giving me my refund. They are offering me a credit for $2,127.72. i need the money to pay off my amex card. I have no idea when im going on another vacation. Thats not right. confirmation # for this is 2L0C5VB

  Business response

  09/28/2022

  Hello - Thanks for your note. We are escalating your complaint with our member support team, and you should hear from them shortly.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Confirmation 85592ED006881 I paid $187.56 for two night's stay from March *****. My son and I did not stay due to the horrible smell, the queen **** I paid for were actually full ****, the hinge fell off of the room door leaving us feeling unsafe, the floors were exposed, the nail sticking through the bay window seat scratched my son causing bleeding on the back of his leg, the bed covers had several cigarette burn holes, and there was no bathroom mirror, just to name a few things.

*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. ↩