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:01/06/2025

  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 mistakingly made an error with my GPS.. after getting a call from the hotel they book for me asking me my arival time. I saying that the cutboff time I'd 3 unless here from you.. I let them know I would not be there for 2 of the full week and I would be there Monday . because I booked another room. I aknowledfe the 2 nights I owe but they cancelled my whole week and keep my money because they I Changed the contracted... All I did as wanting to get what I paid for with credit card. so no matter the week was paid in ful. I lost 450. they gained 450 plus any extra that people book the room even though I paid for it.

  Business Response

  Date: 01/20/2025

  We regret that this gentleman was unable to recoup what he paid for this non-refundable reservation. Because he did not show up for his reservation on initial day of his stay (nor any of the subsequent days he had reserved) the hotel cancelled the his stay, and as per their policy, chose not to refund any of the days. We often see hotels retain only a portion of the payment in these cases, but due to it being a non-refundable reservation, they were within their rights not to waive that policy.

• Initial Complaint

  Date:10/15/2024

  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.

  10/5/2024 Paid $***.** Booked ***** ***** ***** in *******, ** Booking #********** Booked for 10/8 to 10/10 The BringFido website double booked my room (my other booking #**********, which was received at the same time). When I received two confirmation e-mails, I immediately called BringFido to ensure one of the bookings was cancelled for a refund. The person I spoke to said that it would not be a problem getting a refund but it would take a couple of weeks. After the hurricane I called BringFido to give me some confidence that a refund was being processed. I was told that it was being processed. Today I got an e-mail that said that a refund was not on the way and that it was my problem. So now I am out $****** because of their website error. They did say that they would send my issue to their IT department but no refund would be coming.

  Business Response

  Date: 11/05/2024

  We're sorry this experience has been so frustrating. We are also frustrated because our hands are tied. The hotel was provided with two payments when the bookings went through, and after trying to reach them to help process a refund, we were told that any refund possible was denied and we will have to abide by their cancelation policy. Because it has been confirmed that there was no an error on either the BringFido site or any of our partners, there is not much ground to stand on and the hotel is within their rights to stand by their policy. As we have expressed to the guest during our interactions, if they are personally able to confirm the hotel will allow a refund, BringFido will happily process that for any amount the hotel agrees to, but we have been denied multiple times. To proceed, we will need the hotel to notify us that they will approve a refund. They have a portal to their partner listing that they can use to make the request themselves or the manager can send an email. 

• Initial Complaint

  Date:05/15/2024

  Type:Order 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.

  This business gets their customer base by promising pet friendly accomodation. I found out 3 days before the long weekend, via email, with no alternatives, that the room I booked isn't even pet friendly. They lured in my business by promising something they clearly don't deliver.

  Business Response

  Date: 06/13/2024

  This guest's complaint was remedied. There was nothing wrong with her original reservation. We communicated this to her through both email and voicemail and apologized for any confusion. We subsequently confirmed that she stayed at the hotel and was charged exactly what was originally agreed upon.

  
  

  Thank you, 

• Initial Complaint

  Date:03/25/2024

  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.

  On 1/23/24 I prepaid Bring Fido $129.45 for a room at the ********* ***** for 3/1/24. Upon arrival the Hotel informed me they had no record of receiving any payment, and I was forced to pay $109.48 if I wanted a room for the night. Now Bring Fido is suggesting they were “lounge charges”; however, we made no purchases from the lounge. All lounge charges are totally untrue. The $109.48 was the rate I paid for room 308 on 3/1/24. I demand Bring Fido refund my initial payment of $129.45.

• Initial Complaint

  Date:03/22/2024

  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.

  BringFido does charge for booking rooms. I had booked a room on 2/23/2024 through BringFido for 3/13/2024 and asked for a receipt from the hotel after our stay. The room price was $42.30 lower on the receipt for the room than BringFido charged me. Their site states that there is NO BOOKING FEES. I paid BringFido $211.50 for the room on 2//23/2024. They paid the hotel $169.20 on 3/13/2024. That means they charged $42.30 to book the room. They charged a 25% FEE to book my room. That is false/misleading advertising on their website. I told BringFido about it and asked for a refund. They told me that they are part of Expedia and get a share of the comissions they take for booking rooms. On the BringFido website they state that there are NO BOOKING FEES with their services. They have refused to refund the difference. I would think they would be liable since their website states no fees are taken. Sounds like false/misleading advertising to me. I'd be wary of booking with them and just use them to find hotels and then book with the hotel directly. I have read other reviews of people that have had the same issue. Very disappointed in their customer service.

  Business Response

  Date: 04/08/2024

  We're sorry you had this experience. The hotel printed a receipt showing their wholesale rate, which is not offered directly to customers. BringFido never charges a fee for any reason. We simply don't operate that way. We have many partnerships that allow us to offer the lowest rates possible, but any fees collected by the hotel are theirs alone, and not shared with BringFido. This is why we don't have the ability to return funds that we do not collect.

• Initial Complaint

  Date:02/07/2024

  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.

  Driving across country with my dogs, I made a reservation that same evening through the BringFido mobile app. This reservation via the BringFido app looked like the all of the others, and I continued driving to the hotel. I checked in and was surprised to hear I had two rooms booked. I told the man at the desk there must be a mistake and could he cancel the second room. He said he couldn't because it was made through ******* (what BringFido must use for the booking). I went to my room & passed out. I looked at my email first thing the next morning to see that while I had chosen 1 room, 1 person, 1 night, and 2 dogs, I had 2 emails from BringFido back-to-back. I emailed them and asked them to confirm I would not be charged for the 2nd booking, and this is where the shadiness begins. They acknowledged the two bookings were made within a minute of each other, but said I had to ask the hotel to make the cancelation. I told them I was reporting them for fraud with my bank and proceeded to do so. They replied and told me to try asking the hotel because hotels respond to customers. I submitted all of their correspondence to my bank and BringFido then goes even further and lied and told my bank I never showed to the hotel and that I had made the two bookings. That's a lot of shady steps for a faulty mobile app. I have all of this in writing. The only thing I don't have is a video of me making the reservation, which apparently is needed when their app glitches and submits a form repeatedly. BringFido has a history of problems with their app and they're getting away with failing to address these issues. The first time I made a reservation through BringFido, the woman who checked me in at the hotel told me I was lucky the reservation went through, as they've had people book through the app and it never shows on their side. I also filed a report of fraud with the FTC and a complaint with my state attorney general, and I encourage others with the same issue to do so as well.

  Business Response

  Date: 02/12/2024

  Ms. ******* is right to be frustrated here and we have reopened her case. It appears that we did not recognize her reservation as a duplicate on our end, but rather a customer mistake, which happens, and we are at the mercy of hotels to reimburse the funds we processed directly to them. However, after digging further into Ms. *******'s reservations, we can see that we are at fault and will gladly make it right. We apologize this was not initially handled with more diligence. One of our Escalations agents will be reaching out to offer reimbursement for the duplicate reservation.

• Initial Complaint

  Date:01/31/2024

  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 cancelled my reservation for *** **** *** PLUS+ Austin as there was a notice that the hotel is getting inspected for black mold. I also was warned by someone who stayed at the hotel a week before that many of the rooms have black mold in the bathrooms. This is a health hazard and local law would allow me to get a health inspector out there if need be. Obviously BringFido probably didn’t know that but it is frustrating to lose this $ because of BringFido’s pretty conservative cancellation policy. However, as a middleman organization that "curates" hotels, I would expect them to take the responsibility of curating one of these characters. Furthermore, the charges on my card were from BringFido and NOT *** **** *** PLUS+ Austin. Instead of complying to a refund, given the health hazard situations, they simply claimed *** **** refused to give a refund. What is the purpose of a middleman organization if they offer no protections and no integrity-based "curation." A truly thoughtful and upstanding business would offer a refund given the situation. After communicating with Escalated Services, BringFido just stopped replying. They simply "took the money" and gave me a cold shoulder "oops, bad luck i guess."

  Business Response

  Date: 02/12/2024

  Due to the nature of this situation, we offered to reimburse the guest ourselves. The hotel was within their rights to stand by their cancellation policy and not offer a refund, but after speaking with the manager and the guest further, we offered to cover the cost of his stay. We always strive to make the travel experience a pleasant one and do our best to make it right when things go wrong, even in the cases that extend beyond our control. 

• Initial Complaint

  Date:12/26/2023

  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 three reservations through Bring Fido for one night stays at hotels that accept pets. Our plans changed and I canceled the reservations. All three reservations had a window of time during which cancelations were accepted. All three reservations were canceled within that window. I received an email stating all three reservations had been canceled. When I received my credit card statement I found that one of the reservations had not been canceled. I contacted the company, Bring Fido at 877 411 3436 and requested the refund. I was told by the representative that the refund would occur within 2 to 3 days. I did not receive the refund as stated and contacted the company again on 12/22/2023 and was told the third reservation was non-refundable.

  Business Response

  Date: 12/28/2023

  This was a communication error on our end, and we took full responsibility. Only two of the nights were booked by the guest under the refundable option, but when he called in, he was promised a refund for all three nights. During a second call, the agent was working with the correct information that the guest had booked a non-refundable night, but did not realize a teammate had already mistakenly promised a refund for that third reservation as well. Because of this error on our end, we refunded the guest the third night at our expense, not the hotel's, and that reimbursement was already mailed the day after the Christmas holiday. 

• Initial Complaint

  Date:10/09/2023

  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.

  My wife and I reserved a pet friendly room for the dates of Oct the 8th through the 10th of Oct 2023. Once we reserved and PAID FOR the pet friendly room at ****** ****** *** in Reno NV we felt we were set. One week prior to arriving for our hotel stay we called. We were asking for a one week earlier reservation. We were told by an agent with BRING FIDO that the hotel would not refund us our charge to out credit card. In turn we chose to keep our original plans.. Fully paid for from the Oct 8th through the 10th of Oct. In short we arrive on a Sunday evening the 8th of Oct. We would leave the morning of the 11th. Once we arrived on Sunday the 8th of Oct we found that ACCORDING to Fido.com our reservations had been canceled. According to ****** ****** *** our reservations were for one day prior (Oct 7th) and since we did not show up our reservation was cancelled but we were and still are fully charged 500 plus dollars. When we asked ****** ****** *** about this, they stated "since this was reserved through a 3rd party site" we would not have a room nor any refund. We have to go through Fido.com to get the refund. Once we called Fido.com, theirs response was and is still "since you booked online" instead of taking to someone "WE CANNOT HELP YOU. So in turn, since my wife and I spent 10 hours driving time, we HAD to pay for the room as new arrivals. NO REFUND WHAT SO EVER. Even though we did not stay in said room for any night WE STILL HAVE TO PAY. In short, WE are paying more than double for the same room. Neither IHG nor BringFIdo are willing to settle this in a good business' model.

  Business Response

  Date: 10/12/2023

  We're sorry to hear there was an issue booking your reservation at the ****** ****** *** **** and that our customer service fell short of your expectations. We've reviewed the calls with our agents and will be happy to assist and clarify any questions directly. We have reached out through phone and email and have not received a response.

  For the sake of this BBB review, note that a reservation was placed for the ****** ****** *** **** for October 7th - 10th on September 12th. A confirmation email with these dates and pertinent property information would have been emailed at that time. There was a request made by phone on September 29th to modify the dates, but the decision was made by the caller to keep the dates as originally booked (10/7 - 10/10) after learning that the hotel would not allow for the changes without a penalty and was standing by their cancellation policy which states, "Please note that this rate is 100% non-refundable. If you change or cancel this reservation, you will not receive a refund from the hotel." So, because the caller instructed us to leave things as they were, nothing was done to the reservation. All seemed well at the end of the call, and thus BringFido did not cancel or change the reservation for the 7th-10th. When the guest did not show up on the 7th, the hotel did what most hotels do, and they cancelled the remainder of the stay, assuming the guest was a no-show. If these were not the intended dates of the stay, it's a very unfortunate situation, and we can certainly understand the frustration. However, BringFido does not hold nor have access to the money paid to the hotel for the original reservation. We are a free service that provides the highest level of information about the pet friendliness of a property and facilitates the reserving of guaranteed pet friendly accommodations. The hotel has chosen to stand by their non-refundable policy in this case and unfortunately that is not to the advantage of the guest in this case. 

• Initial Complaint

  Date:08/16/2023

  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.

  On August 8, 2023, I booked a room at Motel 6 through BringFido and was charged $117. BF sent the reservation, but not the money to the hotel. When I arrived, the hotel charged me again, since BF had not sent them any money with the reservation. I sent BF screen shots of where both charges cleared my account, but they refuse to refund the money, insisting it is up to the hotel, which was only paid once,( by me, not BF).

  Business Response

  Date: 08/17/2023

  We're so sorry that you are having this experience, ********. We know that you are frustrated and don't blame you one bit. We need to be very clear here, though, that BringFido does not ever receive nor hold funds; we simply process them through to the hotel, and then our job of verifying pet friendliness is initiated. Our partnerships allow us to offer the lower rates possible, so if a hotel then charges you again, they are double charging for something they've already collected.
  

  Because BringFido does not have, and never did have those funds, our role is to then leverage our influence to try and obtain a refund when a guest has been wrongfully charged. Although it's unusual within the hundreds of reservations we process a week, a hotel's mishandling of guest reservations does happen, and we do everything in our power to advocate for things to be righted.

  We have not given up and will continue to communicate with you as we work to resolve this on your behalf. Again, we truly regret this has happened to you and hope to see a positive outcome soon.