Complaints

• Initial Complaint

  12/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  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

  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

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  06/10/2024

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

  Customer response

  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

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  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

  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 response

  12/15/2023

   
  Complaint: 20974880
  
  I am rejecting this response because:

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

  Customer response

  12/20/2023

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

  Business response

  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 response

  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

  01/17/2024

  Hello *****,

  Good day,

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

  Thank you

   

   

  Business response

  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

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roompicks uses incorrect pictures to confuse its customers about unit types.We booked an unit at ****************. Our expectation was 1 bedroom unit (as illustrated by the pictures) but there was no separate bedroom. We got a studio instead. Multiple attempts to get a paid upgrade with the roompicks and the hotel were not successful - the hotel said that only roompicks can change the reservation while roompicks told us that they can't change the reservation because of the hotel (while the hotel confirmed that they have 1 bedroom units)This is an advertisments by roompicks for studio (despite the fact that the title doesn't mention room type / studio)****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Click on pictures and notice picture 6 showing a bedroom (see also my screenshot attachment)Room 7 is deceiving too as it doesn't match the real living layout (a bed and a sofa in the living)

  Business response

  10/30/2023

  Hello *******,
  We are sorry to hear that your experience did not meet your expectations. As per previous correspondence, please be advised that the unit you have booked is a studio unit. The listing clearly indicates the description of the unit booked. The exact unit is assigned upon arrival based on availability. The pictures represent the unit type, not the particular unit. The decor of the actual unit can be slightly different from the pictures. The bedding layout is guaranteed. With regards to the request for an upgrade, I hope you understand that the request to upgrade is not guaranteed and depends on availability. We totally understand your frustration over not getting an upgrade, but the property was sold out at the time. To compensate for the inconvenience and follow-**** in the hope of making you feel better and letting you know that we really care about our guests, we have sent a $50 refund as compensation.

  Thank you

  Regards,

  RoomPicks

  Customer response

  10/30/2023

   
  Complaint: 20786919
  
  I am rejecting this response because:

  - the business keeps misleading pictures on their advertisement (photo gallery in their listing - see attachment). They use 1 bedroom pictures for studio unit listings.

  - 7% discount of the total price is a very small step in the right direction but not enough
  
  Sincerely,
  
  *************************

  Business response

  11/05/2023

  Hello *******,
  Apologies, but we are unable to offer further compensation since the booking has been utilized. Also, please be advised that we have provided all the relevant information on our listing. I hope you understand that there are things that are beyond our control.
  Thannk you

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and don't want to waste my time with this business anymore.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the reservation and canceled it immediately because I found out my partner had a cold and we were not sure if it was covid or not but he did not want to go to the hospital for fear of contracting something else. The room pics decided not to give me back the money cleaning that I did not have documentation but I did not see where they had HIPAA rights to get medical information from us either and I'm requesting the full refund which my bank told me to reach out to them directly and as of today they also still declined. I am requesting a full refund of my $402 because the booking company has refunded me the $52 remaining for the booking of the reservation.

  Customer response

  09/01/2022

  
  Vrbo Logo
  Reservation confirmed
  
  Your reservation has been confirmed
  
  *************************, get ready for your trip to Osceola County, *******, ************************! You can now access your booking details and other important information about your trip.
  Travelling 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   
  VR-138104   
  
  
  Arrive   
  Mar 4, 2022   
  
  
  Depart   
  Mar 7, 2022   
  
  
  Nights   
  3   
  
  
  Guests   
  2 adults   
  
  
  Host   
  RoomPicks by Victoria   
  
  Please note: You may be contacted by RoomPicks by Victoria regarding your reservation by email.
  
  Charges
  $134.00 x 3 nights    $402.00
  Service Fee    $57.00
  
  
  Total    $459.00
  
  
  Due on February 28, 2022    $459.00
  
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  $59 for $1,500 of coverage
  
  No deductible
  
  Perfect for those traveling with children, groups, or pets
  
  Add damage protection
  
  
  Cancellation policy
  Canceled bookings will not receive a refund.
  
  Navigate to the Vrbo Homepage.
  We're here to help. Visit our *********** for useful info and FAQs
  Download on the App Store.Get it on ****** Play.   
  2022 Vrbo. All rights reserved.
  Vrbo and the Vrbo logos are trademarks of Vrbo. Vrbo is located at ************************************************** 78758
  View, save or print our Terms & Conditions.
  Contact ** | Privacy Policy
  

  Business response

  09/06/2022

  Dear BBB,

  I hope this email finds you well.

  In response to the said complaint from our guest, we waited for the guest's response to provide any documentation proving that the partner, whom we are not sure was part of the reservation since it was good for 2 adult guests, had COVID. We are not in any way breaching any privacy by asking such documentation but also to relay the proof to our partner property in order to negotiate a refund. Also, listing platforms like VRBO and others no longer consider COVID as an Extenuating Circumstance to automatically get a full refund since the vaccines have come out.

  We have waited and even contacted the guest multiple times to get the documentation but we never got any responses. The guest filed a chargeback through her back but we won the case so she was not refunded by the bank as we were able to provide documentation needed to win the case. 

  Please understand that it is not our intention for our guests to have such an unfortunate experience but I would say we have given our guest ample time to provide what we needed to negotiate the refund hence we stood by the cancellation policy in order also to protect us hosts in times like this.

  We would have loved our guest to have the experience he/she deserved however, I believe we hosts also deserve the protection we got from this case. We hope for your fair consideration and may this shed light on our part as a host. Thank you and we appreciate you reaching out and getting our side. 

  Warm regards,

  April

  Customer Service Manager

  Customer response

  09/06/2022

   
  Complaint: 17810063
  
  I am rejecting this response because: I contacted them immediately and I did not have any power over my counterpart not being able to provide medical information especially since the hotel did not have any permission to get medical history from my partner and I basically canceled first thing in the morning and records indicates that the booking company refunded me their portion so the hotel needs to refund me especially since it was supposed to be a treat to myself and I was unable to attend.
  
  Sincerely,
  
  *************************

  Business response

  09/07/2022

  Dear BBB, 
  
  Thank you for relaying the gust's response. 
  
  This was a reservation way back March which was 6 months ago and we strongly believe this was already resolved and closed on our part until we heard back from you.
  
  We referred the guest to the booking platform Support team to address the issue since the guest agreed on the cancellation policy so the guest was refunded accordingly. 
  
  The guest filed a chargeback on her bank which we won the case as we were able to provide the documentations that were needed to win the case. 
  
  With all due respect, I believe we have done our part and explained our side to our guest to the best of our ability. 
  
  Appreciate the assistance. Thank you. 
  
  Warm regards,
  April
  Customer Service Manager

  Customer response

  09/08/2022

   
  Complaint: 17810063
  
  I am rejecting this response because: the business told my bank they refused to refund me due to cancellation guidelines and my bank asked me to ask them to refund the money based on the medical reason. The business has not shown any compassion unlike the booking company that was courteous to refund the booking fees. This company treated me with contempt and honestly have not tried to resolve the matter. They just maliciously closed the case in order to keep the $402 I paid. They claim this was closed 6 months ago which is incorrect because I received a chargeback on my bank account in August leading me to believe they unfairly wanted to charge and fight me for services I didnt receive.

   Thanks 
  
  Sincerely,
  
  *************************

*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. ↩