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:03/06/2025

  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.

  We rented from Bedsonline. Booked our home May 2024. Our trip was Jan26-Feb22 2025. We put in request for 1 story home since we have guest with disabilities. We travelled with 2 power scooter 1 ****** 1 wheelchair 1 adult stroller. We came into a house with all rooms on 2nd floor. Roaches the size of my adult thumb sunken stones all around the pool thats health and safety. Worms in garage dirty no light switches in any room only lamps and not all worked. We called Personal touch which is the company that works for Bedsonline and picks what house you get. The *** was incredibly rude. She knew who we were without saying. She said Who do you think you are? Do you think you can make demands about what you want and you can get it? Where did you get your education to know what I think a platinum level home is. We have been renting 15+ years always platinum and the homes are always great. *** hung up refused help. We found another# spoke to a lady. She put us in a temp home said it was free til 18th. Days go by our *** *** worked with them. We get told they have a home go after4. We go at 4:45 to a home clothes on the table wet towels of stool black carpets heavy door cat urine/spray no cushion on furniture broken couch. *** said go back to temp home. We get msg late night said we are staying illegally and need to get out to house 1 or 2 cant stay at temp even tho its free. We ended up getting a airb&b so our family had safe clean place. This company robbed us of our money and vacation. We paid $306.91 per night plus pool heat for a house on their site that rents for $165. We want our money *********** heat minus the few days from the temp house. I was told contact the **** of justice for discrimination against the disabilities act. You should have NEVER taken our money if you didnt have a home for us. There is so much more I dont have room to mention. You ruined our vacation we worked hard to save for with total disregard for us and our children. $12,197.15 &heat

  Business Response

  Date: 03/10/2025

  As Bedsonline only work with travel agencies - we advise that the customer get all details from their travel agent and overview of what actions were taken. 

  Customer Answer

  Date: 03/10/2025

  This is just a run around game that Bedsonline is playing. I have a message from the Manager at *** that requested we deal with Bedsonline directly and gave us the information to do so. I am including her message in a photo. I feel this is just a tactic for Bedsonline to sweep this issue under the rug. When we had questions before our holiday CAA spent days trying to reach them with no response. We would just like our refund and to move on. I also wanted to show the temp home we stayed in. The home we were WAY overcharged for that was in fact available during our stay that they kicked us out of and said it was booked and we needed to move. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23030131
  
  I am rejecting this response because:

  This is just a run around game that Bedsonline is playing. I have a message from the Manager at *** that requested we deal with Bedsonline directly and gave us the information to do so. I am including her message in a photo. I feel this is just a tactic for Bedsonline to sweep this issue under the rug. When we had questions before our holiday CAA spent days trying to reach them with no response. We would just like our refund and to move on. I also wanted to show the temp home we stayed in. The home we were WAY overcharged for that was in fact available during our stay that they kicked us out of and said it was booked and we needed to move. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/13/2025

  Multiple attempts were made to accommodate the needs of the client during their stay and in the end they just left with no final resolution. 

  The original property they had, was perfect, yet, the client complained as they wanted a 1 floor house due to mobility issues with the guests; yet, this was never guaranteed or requested.

  In good faith,the supplier changed them to a 6 room house (advising they needed to return to the 5 rooms one as it this 6 rooms was temporarily as it was already booked).
  
  The supplier then gave them a second 5 room house and gave the option to the client to decide which 5 rooms house they wanted and the client decided the one they are in at that time.
  
  Nevertheless,then, without the suppliers authorization, they returned to the 6 rooms one and entered into it, even they were told not.
  
  The supplier informed us that the client needs to leave that house at 10am (max) tomorrow and sent us this message:
  
  "The 2 x 5 bedrooms are the only two options we have - both are platinum homes - however the customers expectations have been set incorrectly. These are allocation on arrival homes - the guests have so many specific requests on the booking that can never be guaranteed on an allocation on arrival.  These are rental homes with elements of wear and tear - the customer is checking in every corner for any issue they can find so they can get their specific requests. The agent should have booked a specific homes that suited the guests needs not an allocation on arrival. The 6 bedroom home needs to be vacated no later than 10am tomorrow morning - so they have to move"
  As we have informed, no compensation applies as the expectations the clients have are beyond what they actually booked.

   

  Customer Answer

  Date: 03/17/2025

  Thank you for getting back to me. I want to start by saying the request on our forms were there because when *** booked our home they said there is a place to fill for request and asked us what we would like. Im not sure why this is an option if it is such a big deal when booking. I want to mention the ************* home (temp home) was available until the 18th even though we were told it was booked and we had to leave. When we came to the last home West Haven- cat urine black carpets broke furniture and laundry to say a few things. We were advised by our *** agent to go back to the temp home until they can work something out. We didnt think that was a problem as *** told us to do so and they were working closely with Bedsonline. We do have a copy of our ticket for the rental that does in fact state 1 level home needed as we have 3 guest with disability, aside from that the room break down which is important as we have couples, Children and friend. I will not have a family male friend in his 40s share a room with my 4 year old Daughter. I also want to state in my 15+ years of Florida travel this has never been an issue so why the big deal with your company?  As mentioned in your response the first house was perfect and you gave us 2 great options. The homes had cat urine roaches filthy black carpets etc how is that perfect why would anyone be expected to pay for that option. We were NEVER told that we would be going back to house 1. They said they are finding something more suitable. I find it offensive that you state we were just looking in corners to find an issue and you would deem this wear and tear. You left us NO option but to find a more suitable option on our own so our family had a safe comfortable home to stay in and guest had the opportunity to be independent and maintain dignity and respect functioning in there day to day. This was only one thing you took from us. In addition you robbed our joy, our time as a Family our holiday and our money. You should have Never taken a payment if you didnt have a suitable property. We ask you kindly to return our money plus pool heat as you didn't have a property for us to stay in. We would like to put this whole bad experience behind us. 

  Customer Answer

  Date: 03/17/2025

  Thank you for getting back to me. I want to start by saying the request on our forms were there because when *** booked our home they said there is a place to fill for request and asked us what we would like. Im not sure why this is an option if it is such a big deal when booking. I want to mention the ************* home (temp home) was available until the 18th even though we were told it was booked and we had to leave. When we came to the last home West Haven- cat urine black carpets broke furniture and laundry to say a few things. We were advised by our *** agent to go back to the temp home until they can work something out. We didnt think that was a problem as *** told us to do so and they were working closely with Bedsonline. We do have a copy of our ticket for the rental that does in fact state 1 level home needed as we have 3 guest with disability, aside from that the room break down which is important as we have couples, Children and friend. I will not have a family male friend in his 40s share a room with my 4 year old Daughter. I also want to state in my 15+ years of Florida travel this has never been an issue so why the big deal with your company?  As mentioned in your response the first house was perfect and you gave us 2 great options. The homes had cat urine roaches filthy black carpets etc how is that perfect why would anyone be expected to pay for that option. We were NEVER told that we would be going back to house 1. They said they are finding something more suitable. I find it offensive that you state we were just looking in corners to find an issue and you would deem this wear and tear. You left us NO option but to find a more suitable option on our own so our family had a safe comfortable home to stay in and guest had the opportunity to be independent and maintain dignity and respect functioning in there day to day. This was only one thing you took from us. In addition you robbed our joy, our time as a Family our holiday and our money. You should have Never taken a payment if you didnt have a suitable property. We ask you kindly to return our money plus pool heat as you didn't have a property for us to stay in. We would like to put this whole bad experience behind us. 

  Customer Answer

  Date: 03/17/2025

  Just a few photo to support my last statement. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23030131
  
  I am rejecting this response because:

  Date Sent: 3/17/2025 12:56:15 PM
  

  Thank you for getting back to me. I want to start by saying the request on our forms were there because when *** booked our home they said there is a place to fill for request and asked us what we would like. Im not sure why this is an option if it is such a big deal when booking. I want to mention the ************* home (temp home) was available until the 18th even though we were told it was booked and we had to leave. When we came to the last home West Haven- cat urine black carpets broke furniture and laundry to say a few things. We were advised by our *** agent to go back to the temp home until they can work something out. We didnt think that was a problem as *** told us to do so and they were working closely with Bedsonline. We do have a copy of our ticket for the rental that does in fact state 1 level home needed as we have 3 guest with disability, aside from that the room break down which is important as we have couples, Children and friend. I will not have a family male friend in his 40s share a room with my 4 year old Daughter. I also want to state in my 15+ years of Florida travel this has never been an issue so why the big deal with your company?  As mentioned in your response the first house was perfect and you gave us 2 great options. The homes had cat urine roaches filthy black carpets etc how is that perfect why would anyone be expected to pay for that option. We were NEVER told that we would be going back to house 1. They said they are finding something more suitable. I find it offensive that you state we were just looking in corners to find an issue and you would deem this wear and tear. You left us NO option but to find a more suitable option on our own so our family had a safe comfortable home to stay in and guest had the opportunity to be independent and maintain dignity and respect functioning in there day to day. This was only one thing you took from us. In addition you robbed our joy, our time as a Family our holiday and our money. You should have Never taken a payment if you didnt have a suitable property. We ask you kindly to return our money plus pool heat as you didn't have a property for us to stay in. We would like to put this whole bad experience behind us. 

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/24/2024

  Type:Billing 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 ordered a hotel room for 2 nights in a Super 8 in ********* in September (Sept *****) and paid for it on their website. I showed my voucher to the hotel when I checked in. After my stay, I left very early in the morning of Sept. 22, and there was no person at the desk. I just left the keys on the counter and left. When I returned home, I was very surprised to find that the hotel had charged me for the room even though I had already paid for it through Bedsonline. When I contacted the hotel, they said I had only been charged once. When I contacted Bedsonline, I was told that because I used my first name on one reservation and my middle name on another reservation, they could do nothing even though I showed them my credit card statements proving that I paid for both payments. I should NOT have to pay for the same hotel stay twice!!!!!!

  Business Response

  Date: 01/31/2025

  As booking was made with a travel agency we do not have any dealings with consumer directly. This is travel agency customer and not customer of ********************. We do not have any records of payment or confirmations between the agency and the customer. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22727754
  
  I am rejecting this response because the response is absurd!  I provided copies of the charges on the same day from Bedsonline and from the hotel!!!!  I AM a regular business customer of ********************, and they know it very well.  They are just refusing to take responsibility for double-charging!
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/04/2025

  Hi

   

  Not sure why this is rejected - i need the case number that the travel agent opened on this so we can review and investigate. If there is a double charge we can correct it and resolve but i cannot find any case that the travel agent opened to investigate. 

   

  Thanks

   

• Initial Complaint

  Date:09/06/2024

  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.

  The original transaction took place on 6/27/2024. I booked a room as I am the Travel Advisor and the client in this case. The website gave me an error, so I made sure that it wasn't booked and it showed it wasn't so I booked another hotel through them. I was in fact charged for the first hotel, ($280.71) and have many e-mails going back and forth explaining this to them. They kept saying they didn't see the transaction in the system so I showed them my bank statement and the fact that it wasn't showing up in my bookings. I went back and forth when them for a month and even tried to talk to the *** who didn't even bother to respond, or at least I never saw an e-mail from that person. I finally get on the phone where they said they finally could see my order, they at first tried to cancel my other order for $356.45 (which is the order I didn't want cancel) and was already past the date of free cancellation, I finally got the guy to cancel the order which was 16 business days ago not counting Labor Day of course. I still have not been refunded the money. I have our home office looking into this as well but all I wanted is my $280.71 back I tried called today and was put on hold for a half hour before it disconnected me. I don't seem to have the account number of the cancelled reservation only of the current correct reservation that I will be using tomorrow. I just want to make that clear because I don't anything will change in a day but I would hate for my real reservation to get cancelled, my trust in their competency isn't exactly very high after this experience.The Dates I called were August 14th, 2024 and today The dates I e-mailed them were 6/27/24. 7/1/24, 8/1/2024, and 8/15/2024

  Business Response

  Date: 09/09/2024

  Need the booking number to review. Please advise. Thanks *****

  Customer Answer

  Date: 09/09/2024

   255-11110451

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22250932
  
  I am rejecting this response because:

  Date Sent: 9/9/2024 4:37:06 PM
   255-11110451
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/24/2024

  This charge was refunded on 12th of September. Attached screenshots. 
  
  
  

  Customer Answer

  Date: 09/25/2024

   
  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:05/06/2024

  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.

  On 11/27/2023 I booked Hotel accommodations for ************ for 3/5/24-3/11/2024. The total amount was $3,421.35 (paid in full). When I got to the hotel on 3/5 I was told there is a daily service fee. I was charged the daily resort service fee by the hotel. This fee was not indicated anywhere when this was booked with your company. I was provided a contact email to submit an inquiry.The initial inquiry was sent to support.americas@ bedsonline Query Number: #******** in March with no response. Then I was told to submit an inquiry to a ****************** ************************ Initial email was sent to her on 4/30 with no response. When I tried to send a f/u email on 5/6 , the email returned undeliverable. This company is responsible for returning $ ****** in undisclosed fees.

  Business Response

  Date: 05/07/2024

  Please email *********************************** as email listed is incorrect which is why it is not coming through. We will need all details to review what was disclosed and confirmed at time of booking. 

  Customer Answer

  Date: 05/17/2024

  Hi, I have not received the response from the vendor against whom I complained. This complaint is not resolved.  Is it possible to re-open?  I tried to file another one but it was rejected as a duplicate.

  Customer Answer

  Date: 05/20/2024

  Hi, I have not received the response from the vendor against whom I complained. This complaint is not resolved.  Is it possible to re-open?  I tried to file another one but it was rejected as a duplicate.

  
  

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  While planning a trip to Italy, my travel agent at *** in Boulder, Colorado, Nancy R***** booked several hotel rooms on Bedsonline. One of the places I visited was Siena, and when she typed Siena into the system, ** ******** in Sarteano, Italy came up, and we booked the room. I didn't realize until the morning before I went to Siena that Sarteano is 85 kilometers away from Siena, and at that point, it was too late to cancel with a refund. When the travel agent called, they said that she should have looked at the map. This is a very deceptive business practice. My travel agent and I were under the impression that, because it popped up when typing in Siena, that it was in a suburb of Siena. Using an analogy in the U.S., if you typed Dallas into a hotel search, and hotels in Irving or Fort Worth came up, that would be fine. If you typed Dallas into a search and hotels in Waco came up, that would be deceptive, and I feel that's what happened in my situation.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Tickets at the entrance for ********* ******* from Bedsonline / ******** were not valid May 5 2023. The voucher for bus tour and ********* ******* were to be exchanged at the ******** Kiosk. I had to purchase two more tickets for $248.00 USD at ********* ******* the following day. I used Hop on Hop off bus tour from ******** May 4 2023. The bus wasn't available in front of the Dolby Theater because the police had closed the area for an event. I eventually found an empty bus a block away from Dolby Theater, waited for ½ hour for driver to arrive. ******** website gives 6801 Hollywood Blvd as their address. Google it and you see a back alley. I've never been to L.A., and didn't see a Kiosk on Google maps. When I gave the coupon to the bus driver, he read it, could see I was to exchange it for tickets, but didn't know what to do with it. He wanted to just exchange it for a QR printout. I told him I still needed it to get into ********* ******* the next day. He didn't direct me to the ******** Kiosk or say where it was. He honored the bus tickets, so I had no doubt ********* ******* would too. I see today, June 11 2023, ******** website shows alternate location for Kiosk (7021 Hollywood Blvd) if an event has closed the street. That is where I found the bus, but there wasn’t a Kiosk on May 5 2023. I expect a good faith effort to resolve this. Here’s the reply from Bedsonline after I contacted my travel agent. Greetings from Bedsonline. We have contacted our supplier with this claim, but unfortunately, they are denying a refund for the mentioned services. Indeed, the guest was able to redeem the voucher on May 4 at 3:51 PM with a *** ***** Driver, but regarding the tickets, those were redeemable on ******** module located in front of the Dolby Theater (not inside the theater), which was open during the service date. We apologize for the inconvenience, but the reservation will not be able to be refunded this time. Please feel free to contact us with any other inquiry.

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 used *********** in Tampa for a trip to Scotland for my sister and me. *********** used Bedsonline for our reservations and tours. Two tours were cancelled and our last night in Scotland at the ********** Hotel at the Edinburgh airport had never been confirmed and they had no room for us. I have been promised refunds for the cancelled tours from Mike at Bedsonline and Binnie C********** at ****** ***** for the past six months. There was also supposed to be a refund from the hotel issue. I have been more than patient. I have email after email from ****** ***** saying she’s working with Mike. Refunds have been expedited is a phrase I’ve seen several times. I have received nothing.

• Initial Complaint

  Date:08/24/2022

  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 traveled to Italy and we had paid for several transfers that did not show up or that were cancelled. We were told by our Travel Agent, Kes S******* (***** Travel) that this would be refunded to us. According to the email she forwarded, we were supposed to be refunded last week. We've been attempting to get our money back since 7/12/2022. We would like our money back as the service was not delivered (see attached receipts), and we had to pay out of pocket to arrive at our destinations.

  Business Response

  Date: 09/06/2022

  Consumer Response /* (2000, 6, 2022/08/25) */ This has been resolved. Thank you.

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Horrible customer service! It is extremely difficult to get ahold of anyone at this company. I was hung up on several times in a row! I was given multiple numbers none of which are the correct one! I canceled my reservation a month ago, 3 weeks before the deadline to get a full refund. A month later still no refund! What is going on?! I booked this through my company that has discounts. Never again! I'd like my refund!

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 through booking.com one of you company listings - *********** Inn, Prague for one night 5.5.-6.5.2022. I paid for the room upfront via booking.com When I arrived in the room the room smelled like vomit and mens feet. I bringed the manager, he said there's nothing he can do other then open a windows and try to dilute the smell by fresh air. My request for another room was declined, as the hotel was fully booked. I refused to stay in the room and I left the hotel. I request a full refund for the one night as this was a non-acceptable situation and I had to book another much more expensie hotel to stay in. My reservation number********************* Pin: ******