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:04/23/2025

  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 was looking for a hotel room in ********* ********** for a Lacrosse Tournament for the night of April 26th. I went to **** and found what appeared to be rooms available for that evening. I was given no indication that there was no vacancy, but apparently the website instead of warning me of no vacancy auto populated the next available dates. I did not notice this and booked the stay only to find out in me online receipt that it was for the wrong date. I immediately called the hotel, and they mentioned that I had to go through ****. I contacted **** and they told me I could only qualify for a 50% discount (which outraged me). I asked what I could do then I was given a number to call the third party who arranges all of this, which is BNBERRY. I was given the policy. So I began the online process of at least trying to cancel. I thought I had completed all the steps only to find out today that it had not gone through and I will now get zero money back! I find this to be extremely dubious and basically predatorial marketing. I would like to get at least 50% of my money back. I don't know what to do!

  Business Response

  Date: 04/24/2025

  Dear BBB Representative and *** ************************ you for bringing this matter to our attention. We sincerely regret the confusion and inconvenience that *** ******* experienced with his recent reservation through  .
  
  
  Upon reviewing our records, the reservation under *** ***** ******* was booked on April 16, 2025, at 6:53 AM EST for the dates of April 2728, 2025. The cancellation request was submitted on April 23, 2025, at 9:25 PM EST, and we accepted and processed the cancellation the same day.
  
  
  A full refund covering the room rate and taxes in the amount of $104.84 was issued on April 24, 2025, back to the card on file.
  
  
  Regarding the concern about date selection and availability on the **** website: we understand the frustration expressed by *** *******, who stated, "I was given no indication that there was no vacancy, but apparently the website instead of warning me of no vacancy auto-populated the next available dates."
  
  
  To provide some background, all reservations for our property are made through the **** platform, where guests are responsible for selecting their desired dates. Once a guest selects and confirms a date, that information is then transmitted to us as the host. However, we do not have control over or visibility into how availability or alternative dates are displayed on ***** website during the booking process.
  
  
  While we strive to ensure a smooth booking experience, if there was a discrepancy or a misunderstanding caused by how dates were presented or auto-filled during booking, we would recommend reaching out directly to **** Support for clarification, as they manage the functionality and interface of the platform and investigate potential platform issues.
  
  
  We hope this response clears up any confusion and confirms that the refund has been processed in full on our end. We value every guest and strive to ensure that all issues are addressed promptly and fairly.
  
  Sincerely,

  RoomPicks

• Initial Complaint

  Date:04/03/2025

  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 on **** what was advertised as one bedroom entire home. When I got there it was a small hotel room with no separate bedroom and no kitchen. If I had wanted a hotel room like that I would have booked directly with the hotel and saved 300 in fees. I want a full refund.

  Business Response

  Date: 04/18/2025

  Hi *****,

  I hope you are well,

  We would like to apologize for the delay in response. Upon checking regarding your booking, VR-******, please be advised that we have not received any complaints during your stay. On our end, the reservation remains confirmed and active, and no cancellation request has been received. In case of a cancellation request. Please be advised that the refund will be determined based on the cancellation policy agreed upon at the time of booking. Please be advised that we have been transparent with the room size prior to booking.
  We also noticed that you have already filed a chargeback, and it is ongoing.
  Unfortunately, at this stage, please be advised that we are unable to offer any refund. I hope you understand.

   

  Regards,

  RoomPicks

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23158084
  
  I am rejecting this response because: I did complain immediately. I called and chatted with ****.  **** told me they would contact the "owner" direcetly.  I also used the **** messaging feature to "message host" and complained. They should already have that message, to which I received no response.  They can agree to waive the charge by contacting **** and the funds will be credited back to my credit card.
  
  Sincerely,
  
  ***** Ouellette ********

  Business Response

  Date: 04/18/2025

  Hi *****,
  
  We've thoroughly reviewed our records and, unfortunately, we did not receive any communication from you during your stay regarding the issues. Had we been informed at the time, we would have been more than happy to step in, address your concerns, and liaise directly with the property to ensure a more comfortable experience for you.
  
  We understand how frustrating it can be when a stay doesn't meet expectations, and we genuinely regret that we werent given the opportunity to assist you in real time.
  
  As the concerns were not reported during your stay, and without the chance to resolve them at the time, we are unable to offer a refund in this case.
  
  We do appreciate your feedback, and well be sure to share it internally to help improve our service going forward.
  
  Warm regards,
  Roompicks

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23158084
  
  I am rejecting this response because: I did complain via the **** messaging function. See attached screenshot. If I do not receive a refund I will sue you. 
  
  Sincerely,
  
  ***** Ouellette ********

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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.

  Fraudulent Listing. Property listed on app as free parking, however upon booking, there is no free parking. ***************************************. Also price listed "included all fees" however upon booking, additional fees are required upon arrival.

  Business Response

  Date: 01/09/2025

  Hi *******,
  I hope you are well.
  We are sorry to hear if your experience did not meet your expectations.
  Please be advised that upon further checking, the parking and other additional fees are clearly listed in the listing.
  For reference: Ideal Mix of Comfort and Value, Near Hollywood Walk Of Fame, Dogs are Allowed - *********** | Vrbo
  - Valet parking is available at $55 per night, $18 for 2-hour parking, and an additional $10 per hour after the first two hours.
  The fees are advertised prior to booking.
  Since there was no cancellation received, the booking has remained confirmed and active.
  With regards to the refund, the property has advised that your booking was a no-show; hence the cancellation policy is applicable to the reservation. Requests to override the cancellation policy are handled on a case-by-case basis, and proper documentation must be submitted in order to qualify for any refund.
  Thank you.
  

   

• Initial Complaint

  Date:12/25/2024

  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.

  Took out insurance when making room reservation. Cancelled within 12 hours and *************************************** has refused to address the cancellation and return our money in full. Called them, emailed them, followed all the instructions for the cancellation and they have become confrontational. Filing this with BBB and **** to get my money back and hopefully encourage a cease and desist order preventing them from doing business.

  Business Response

  Date: 12/26/2024

  Hello *****,

  I hope you are well,

  First of all, we would like to apologize if your experience did not meet your expectations. 

  Upon further checking, please be advised that we have not received a formal cancellation request from your end hence your reservation remains confirmed and active.

  I hope you understand that a formal cancellation request must be send through from **** platform or email so our reservations team can action your request. As per previous correspondence, we have sent you step by step process on how to cancel your booking.

  Our cancellation policy is as follows:
  
  100% refund if reservation is cancelled at least 14 days before the arrival date
  
  50% refund if reservation is cancelled at least 7 days before the arrival date.
  
  Requests to override the cancellation policy are handled on case-to-case basis and proper documentation must be submitted in order to qualify for any refund.

  Thank you

   

  Regards,

  RoomPicks
  
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22730138
  
  I am rejecting this response because the reservation was requested to be cancelled at 4:22pm pst property local time 12/23/2024.

  Clearly visible bolded in welcome email text below. Original email attached: 
  
  "Your reservation has been confirmed
  *****, get ready for your trip! You can now access your booking details and other important information about your trip.
  
  Traveling with a group? Invite friends and family to join your trip so they can access basic booking information whenever they need it.
  Invite friends
  Manage your trip
  
  Property: #*******
  Reservation ID: *********
  Arrive: Dec 29, 2024
  Depart: Dec 31, 2024
  Nights: 2
  Guests: 2 adults
  Host: RoomPicks by Victoria
  
  To view your quote and payment details, click here.

  Message the host
  
  Charges
  2 nights $745.00
  
  Host Fees $75.20
  Service Fee $106.00
  
  Total Taxes $89.41
  
  Total $1,015.61
  
  Due on Dec 22, 2024 $1,015.61
  
  Plan more of your trip on Expedia 
  
  Enjoy easy trip planning across our family of brands. Vrbo is part of *************, along with Expedia and **********.
  
  Discover things to do
  
  Explore more by car
  
  *Prices are for your dates of travel and are subject to availability and change.
  
  House Rules
  Check in after 4:00 PM
  
  Check out after 11:00 AM
  Cancellation Policy
  
  100% refund for cancellations requested by Dec 15, 2024 at 11:59 PM (property's local time).
  50% refund for cancellations requested by Dec 22, 2024 at 11:59 PM (property's local time).
  100% refund for cancellations requested by Dec 23, 2024 at 11:59 PM (property's local time)."
  
  ***** ********

  Business Response

  Date: 12/31/2024

  Hello *****,

  Thank you for providing additional information.

  Please allow us to review your concern. Rest assured that we will keep you posted for further updates.

  Regards,

  RoomPicks

  Business Response

  Date: 12/31/2024

  Upon checking, we can confirm that full refund has been issued to the guest card.

  Refund takes 5-7 business days for the amount to reflect in the guest account.

  Thank you

  Business Response

  Date: 12/31/2024

  Upon checking, we can confirm that full refund has been issued to the guest card.

  Refund takes 5-7 business days for the amount to reflect in the guest account.

  Thank you

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  On 11/7/24, I booked a hotel room listed on **** for a total of $502.41 for a two-day stay (11/8-11/9). About a couple of hours after the booking I found out not all of our guests would be able to make it, then I called the number in the listing, tried to explain my situation, and hoped for a cancellation with a refund. The *** from Roompicks, (BTW, THEY ARE A TRAVEL AGENCY NOT THE PROPERTY OWNER OR MANAGEMENT THAT I THOUGHT I WAS BOOKING FROM! ) told me the booking couldn't be canceled since it's only one day before the check-in but I could try it in the **** app. After the call, I was under the impression that I might be able to cancel the booking and get a refund from doing that in the app, so I proceeded to request a cancellation through the app. I made the cancellation request and received the **** email confirmation of my request (4:55 pm) instructing me to wait for a response from the host for further details (and I got my refund for the **** booking fee of $57). However, I didn't receive any cancellation confirmation for almost a whole day so I thought my request didn't work and the booking couldn't be canceled.On 11/8, as the check-in time was approaching we decided to make the trip and drove 4hrs to the hotel but only to find out they canceled our reservation about one hour ago at 6:51 PM. The hotel showed us the money initially deposited had been pulled by the agency so we had to pay the hotel ($334.34) directly since we would need a room to stay. On the next day the front desk of the hotel contacted Roompicks and tried to reverse the deposit and the *** of Roompicks said their special team would review and make a decision. After the trip I tried to contact Roompicks twice regarding their special teams decision but they refused to refund referring to their cancellation policy. Before the cancellation email they sent another email to confirm our stay and ask to rate our stay which was a very fishy practice given we hadn't arrived yet at that time.

  Business Response

  Date: 12/16/2024

  Hello Min,
  
  I hope you are well.
  First of all, I am sorry to hear about your experience.
  Upon further checking, please be advised that the cancellation request has been received on November 8, 2024, at 6 pm, the day of your arrival at the property.
  The email confirming cancellation has been sent to you the same day after you requested to cancel. As previously explained in the phone call, the refund is determined based on the cancellation policy agreed upon booking. Requests to override the cancellation policy are handled on a case-by-case basis, and proper documentation must be submitted in order to qualify for any refund.
  We also notice that there is an ongoing chargeback case in relation to your booking. Please be advised that we are unable to process any refund if there is an ongoing chargeback.
  Let us know if you have further questions.
  Thank you.
  
  Regards,
  RoomPicks

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22671073
  
  I am rejecting this response because: The cancellation was sent on 11/7 not 11/8. Please refer to the date and time line of the emails I received from **** attached with my complaint. I didn't get any reply regarding my cancellation request until 6:51pm, 11/8, by that time we've already arrived in the destination because I thought I couldn't cancel my booking and we went on the trip. The timelines are very sensitive in this matter. The confusing information I got from you when I first called and the delayed reply caused a misunderstanding. I understand this was a last minute call so I wouldn't ask for a full refund from you but only the portion I paid extra for my hotel stay. The chargeback was reversed since you submitted the false information to my bank and I will provide my evidence to them to prove that, but you shouldn't have any problem to issue the refund to my credit card. If you like, we can have a joint call conference with my bank.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 12/18/2024

  Hello Min,

  Once again, we are sorry if your experience did not meet your expectations. We understand that you have sent us an email and gave us a phone call last November 7, 2024. However, as per previous advice, the reservation remains confirmed and active until a cancellation request is received, and we have only received the official cancellation request on November 8, 2024. Please be advised that the requests are handled in the manner they are received. With regards to the refund, please allow us to look into it further, and we will get back to you with an update.
  Thank you.

   

  Regards,

  RoomPicks

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22671073
  

  Hi,
  I understand its the holiday season but its been 8 days since your last reply, and I havent received any update from you regarding the refund. About discrepancy on the date you received my cancellation request, I can only refer you to the email I received, which is also submitted here at BBB, from **** on 11/7/24, 4:55PM, titled asYour change request was sent, and also it clearly said that If your request is accepted, theyll confirm any additional charges or refunds with you directly before updating your booking. But thats not what happened in my case. As I mentioned before there was misleading and ambiguous information along the process that led to where we are today, and itd be only fair that you refund me the amount that I paid extra at the hotel.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 12/31/2024

  Hello Min,

  I hope you are well,

  We would like to apologize if the resolution is taking longer than expected. As there is an ongoing chargeback, unfortunately, we will have to wait for its result before further resolution is provided.

  Rest assured that we will keep you posted for further updates.

  Thank you for your patience. 

   

  Regards,

  RoomPicks

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22671073
  
  I am rejecting this response because:

  Hi,

  I have attached a screenshot of my credit card transactions here. The chargeback was made on 11/5/24, but it was reversed by my bank on 12/5/24 after you submitted your cancellation policy. However, it doesnt mean an justification for you to withhold the total of my original payment of $445.41 considering the misleading and confusing information you provided in my case and that I ended up paying double for my hotel stay. I request a refund of $334.34 that I paid at the hotel to close this dispute.
  Please let me know if you need any further information.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 01/09/2025

  Hi Min,
  Upon careful consideration and as a one-time courtesy, please be advised that we have requested our accounts team to process $334.34 to the payment method used to book the reservation.
  Please allow 5-7 business days for the refund to reflect in your account.
  I hope you understand that there are things that happen outside of my control, but I will do my best to better the next guests experience based on your feedback.
  Thank you.

   

   

  Customer Answer

  Date: 01/17/2025

   
  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:10/24/2024

  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 paid for a hotel room through VRBO that used Roompicks. I paid $206.10 on 9/30/2024. I went to the hotel on 10/5/24 and they said my reservation had been cancelled because the electronic card that Roompicks gave them would not work. I had to pay for the room again of $171.00. I have talked to VRBO and roompicks and they say they are waiting for the 'property' to give them money. Can you help me?

  Business Response

  Date: 10/27/2024

  Hello *****,

  
  We are sorry if your experience did not meet your expectations. Once again, we apologize for the inconvenience. I hope you understand that some things are out of my control.

  Please be advised that full refund has been processed as requested. It takes up to ********************************************* your account. Let us know if you still need further assistance.

  Thank you

   

  Regards,

  RoomPicks

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  I rented a room, on Vrbo as I have done many times. I rented the room on August 8th for the 13th thru 14th. On the 9th I decided this was not a good fit and contacted Vrbo to see if I could get a refund if I canceled. I spoke with a gentle man who claimed to have spoken to the host (roompicks) and they agreed to refund. When I called about my refund I got rhe runaround, portions of my conversation and refusal to allow me to hear the phone call. I was I formed that it has to be 7 days prior to the stay in order to get a refund..I specifically asked if it would be a problem because I needed a booking. Roompicks refuses to refund my ****** even though I can no longer stay at the room. I feel this is theft. The cancelation was almost immediately and there was no 7 days between when the reservation was made and when it was canceled. That is not good business. I always rent within days of my stay. How can they just keep my money. This is theft. After my email I was contacted by phone assuring me of my refund.

  Business Response

  Date: 08/13/2024

  Hi ******,

  We are sorry to hear that your experience did not meet your expectations. I hope you understand that the refund is determined based on the cancellation policy agreed upon booking.

  Prior to making the reservation, the cancellation policy is stated as per terms. As previously explained by our reservations team, your request has been received two days before your check in date where in order to qualify for a refund, the cancellation request must be sent at least fourteen days prior to arrival.

  While we understand that the booking has been made two days prior to check in date, unfortunately, the request falls within the cancellation window hence no refund was made.

  Requests to override the cancellation policy are handled on case-to-case basis and proper documentation must be submitted in order to qualify for any refund.

  Thank you

  Customer Answer

  Date: 08/15/2024

   
  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

  Date:06/01/2024

  Type:Sales and Advertising 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.

  I booked an Airbnb and the host was room pics on Monday, May 28 for a company/work retreat which was two separate reservations. One reservation was one unit, and the other reservation was for units. After the booking issues occurred, where one person is the caretaker of her sister who is hospitalized and another had to travel from ******* to ************** because his grandmother was on hospice and passed away this morning. I have tried to resolve this issue with Airbnb because they only partially refunded my payment. The total was about $8,000 so they only partially refunded about $4,000 and are keeping the rest Airbnb says that its up to the host. *** reached out to the host since Wednesday morning and asked from somebody from their management company to respond to me. All theyre saying is that they are cancellation policy is strict and that theyll see me later, I would like for them to fully refund me. My trip isnt scheduled until the end of July was canceled. Only two days after booking due to unforeseen circumstances again no one from management will reach out and even speak to me on the phone to try to resolve this problem.

  Business Response

  Date: 06/02/2024

  Hello Asia,

  We are sorry to hear if your experience did not meet your expectations. I hope you understand that the refund is determined based on the cancellation policy agreed upon booking. 

  Please note that the reservations you have made:

  HMPYH3TPC5 & HMPYH3TPC5 has been cancelled as per your request and a partial refund has already been provided for these bookings.

  Upon checking, please be advised that a case has been created regarding your additional refund request and as per previous correspondence, please note that the additional refund is not guaranteed.

  The cancellation reason and it is supporting documents can be provided to Airbnb Support for them to determine if you qualify for further refund as per Airbnb Cover policy.

  Thank you

   

  Regards,

  RoomPicks

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21788296
  
  I am rejecting this response because: I do not understand why someone from your management company cannot simply give me a call so that I can speak with them. You telling me that a case has been created but not guaranteed doesnt tell me anything. Why can someone not give me a phone call and me talk with them to explain. Do you even know what my cancellation reason is? why do I have to work so hard to have someone call me back? Am I just to sit here and wait until you possibly feel like paying me back $4000 or not or trying to come to some type of mutual agreement? 
  
  Sincerely,
  
  Asia *******

  Business Response

  Date: 06/04/2024

  Hello Asia,

  Upon checking, please note that several phone calls have transpired in regard to your request. Please be advised that during your inquiry, we have explained that the refund is determined based on the cancellation policy agreed upon booking. We have also acknowledged the reason for cancellation and as a courtesy, we have offered that we will escalate the issue to the management for your request to be reviewed.  Please be advised that during the phone calls, we have advised that refund is not guaranteed since you have been partially refunded on your cancelled booking but as a courtesy, we have created a case for reference to ensure that we will be able to provide you update regarding your concern. I hope you understand that we will also need to wait for an approval on the relevant parties since when you made the booking, the cancellation policy is clearly outlined on the listing prior to booking confirmation. As per previous correspondence, we have also advised that you will also need to reach out to Airbnb Support to provide documentation in relation to your cancellation.

  As per further update today, we have assured you that we have already reiterated your request and an update will be provided within this week.

  Thank you

   

  Regards,

  RoomPicks

   

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21788296
  
  I am rejecting this response because: I received a message today from room picks stating that it has been approved for the remaining refund balance on the two canceled reservations. However, when I spoke to Airbnb, they are stating some thing different so I reached back out to room picks to let them know. They said they are going to be reaching back out to Airbnb to get it situated. Hopefully this resolution will be solved by tomorrow however, at this point, I am getting two different stories, hopefully this can be cleared up tomorrow.
  
  Sincerely,
  
  Asia *******

  Business Response

  Date: 06/10/2024

  The remaining refund has been processed to the guest by Airbnb.  Attached correspondence that the guest accepted the resolution.

  Customer Answer

  Date: 06/11/2024

   
  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. A FULL refund was finally issued.
  
  Sincerely,
  
  Asia *******

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising 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.

  Business advertised and false room for rent on their system and never replied to messages never tried to make it right. The room was not the correct room that they had on the website and then proceeded to tell me that it was the Hotels fault and would not take responsibility for their lies and Hood.

  Business Response

  Date: 06/02/2024

  Hello ******,

  We are sorry to hear if your experience did not meet your expectations.  Please be advised that we have been transparent, and the unit descriptions are clearly indicated on our listing.

  Upon checking, we noticed that there is an ongoing case regarding your concern. Upon investigation, the note that we have from the property is that you were not happy with the room provided and one of the air conditioners was not working hence you were transferred to another room. The property has confirmed that the reservation has been utilized and as a compensation for the inconvenience, they would like to offer a refund amounting to $457.20.

  I hope you understand that there are things that happen outside of my control, but I will do my best to better the next guests experience based on your feedback.
  Thank you

  Regards,

  RoomPicks

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We reserved a room through RoomPicks. Our stay was absolutely awful and the conditions of our room were deplorable. Not just dirty and holey linens and dirty facilities but actual blood on the faucet handle and a chemical smell that was nauseating. We provided pictures of all of this. It also looked nothing like the room we booked. We contacted Room Picks the day we arrived with no return contact. When we got home we contacted them again several times. We were told we were not eligible for a refund because we tried to go through them, the ******, and didn't complain directly to the property. Their customer service supposedly reached out to the owner twice before I was told to reach out directly to them. The number I was given by Room Picks to call was not in service. I then called Room Picks back to get a direct booking number and called the location directly only to be told that booking number was not valid. I called back room picks, for at least the seventh time in 3 weeks, and no one will help. They just keep telling me they will contact the property owner. Who then says we didn't complain to the correct people? Then Room Picks tells us to contact the property owner who we weren't given the correct information for, and the cycle continues. We would have been better off skipping this booking service altogether as they are not helpful nor do they seem to take any responsibility for the stay or rectify the situation. They're interested in getting your money and that is all. The customer service agents are polite and understanding but no one is actually able to help with anything. It has been a horrible experience. We keep getting told that since the property charged them, they can not do anything personally to help get a refund. If helping isn't their job, what exactly is the job of a booking company and why would anyone every use one, especially this one?

  Business Response

  Date: 12/10/2023

  Hi ***,

  We are sorry to hear that you did not enjoy your stay. As much as we would like to assist further, please be advised that we are unable to find the reservation details related to your complaint. 

  Please provide additional information regarding your booking so we can check.

  Thank you

   

  Regards,

  RoomPicks

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20974880
  
  I am rejecting this response because:

  the reservation is under *****
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/20/2023

  The reservation was made from ******************** by *********************

  Business Response

  Date: 01/14/2024

  Hello ***,

  Once again, I am sorry your experience didnt match your expectations. Upon checking, we can confirm that your concerns have been received and noted by our team. Please be advised that we have escalated the issue several times but as per advised by the property, they have no noted of complaints during stay hence they cannot issue any refund. As per the property, they could have been given the chance to rectify the situation if there were noted issues. I hope you understand that some things are out of my control, but I will take note and make sure to improve where I can. We try to maintain the highest standards of service, but clearly that's not what happened here. I am terribly sorry to hear about your experience.

  Please be advised that we have raised your concerns again to the Management and will get back to you with further updates.

  Thank you for your patience and understanding.

   

  Regards,

  RoomPicks

   

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20974880
  
  I am rejecting this response because while we dont raise concern with the property owner, we raised concerns directly and immediately with you and they were unanswered. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/17/2024

  Hello *****,

  Good day,

  Can you please give us a week to look into this.

  Thank you

   

   

  Business Response

  Date: 01/25/2024

  Hi ***,

   

  I do apologize for the delay. At this time, we are still coordinating this matter with our management. Rest assured that we will keep you posted once we have an update. I hope for your extended patience!

   

  Regards,

  Roompicks