ComplaintsforonPeak, LLC
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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Thursday March 28th, I booked a hotel room through OnPeak for the Seatrade convention. I am a solo traveler, and booked one room. Unbeknownst to me, OnPeak duplicated my reservation and charged me twice. I did get a duplicate confirmation email, however the two emails were identical in nature aside from one single number difference in the middle of an eight-digit confirmation number listed in one place in a very long email. I assumed, given that I only processed my booking once, that it was just a duplicate email, given that the emails came in at the same time. Upon arriving to the hotel, I was informed I had two rooms, which was the first I'd heard of this. The hotel cancelled the second room, but could only refund two of the three nights per their policy. They recommended I speak to OnPeak about the remaining refund, as the error was caused by their booking. Additionally, the booking was further complicated as OnPeak used a third party booking site (Expedia, according to the hotel), to book, rather than booking directly with the hotel. OnPeak refuses to rectify their error, saying I should have noticed the one tiny difference in the two confirmation emails that were otherwise identical, and have informed me that my only recourse is to open a dispute with my credit card company, which I have done. Otherwise, I'm out the difference due to their system's error, which is unacceptable. I am filing a complaint here in hopes of having the remaining $361.50 refunded that is currently outstanding due to OnPeak's system duplicating my reservation without my knowledge. Also, the OnPeak website lists ****************************************************** as their HQ, so I'm concerned the BBB info may be incorrect. The phone number listed is correct.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.