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:04/03/2025

  Type:Service or Repair 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 April 2, 2025 I went online to book a hotel reservation at a ******** property in ********, ******. I hit what looked like a link to the hotel and recognized the pages from a similar reservation at the same hotel a month earlier. I completed the reservation and paid. When the confirmation came through it was only then that I discovered that my reservation had gone through a third-party booking firm: "Guest Reservations" and "************************************************". It was then that I saw the "Tax Recovery ***************** Fees" totaling $201.74 for the two-night stay. I went to the Marriott site and looked at the same type of room for the same period and saw that the taxes would only have been $99 for the two nights. I went online and found that many, many people have been victimized by this and similar third-party outfits.

• Initial Complaint

  Date:04/02/2025

  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 went to the hotel website to book a room and was unknowingly redirected to a third party booking agent. At no point during the reservation did it say my reservation was non refundable. I didn't find this out until my confirmation email. I never would have made the reservation otherwise as attending a youth sporting event it is always subject to cancellation or change. It took multiple times to get the booking company to answer the phone and they kept giving me different answers. Basically this is a scam and I want a refund of the one night I can't use because that information was NEVER disclosed during the booking. It also states the hotel is in the Best Western chain and it is not. It is an independently owned hotel.

• Initial Complaint

  Date:04/02/2025

  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.

  On 26th March 2025 I booked a hotel room on what I thought was the official Sofitel London website. The advertised room rate was 183 (GBP) and this led me to enter credit card details. I received instant email confirmation but was horrified that I had been charged a 50% service charge so the total was $359.57 - 283 at current exchange rates. I tried to call but the number given would not answer. I immediately emailed them to cancel but have had no response. This business appears to use ********************** as a front to disguise the fact it is not the genuine hotel website. I wish to cancel and obtain a refund.

• Initial Complaint

  Date:03/31/2025

  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.

  This complaint is in regards to whoever is booking people, as well as myself through something called ************************************************ This ************************************************ is SCAMMING people with their twisted way of doing things and charging peoples credit cards high dollar amounts. I got scammed out of $656.56 when the 2 night stay I was wanting cost less than that. I went to a hotel website, read their cancellation policy since I was booking 8 months in advance, checked room availability and the website. I saw that you could book online. Gave info, including my credit card, then got a pop up to Exit or confirm. I chose to exit because I realized this was booking for a King size bed vs the 2 beds I wanted since there was 4 in my party. I got to exit, however, within seconds I get a text stating I had confirmed. Dates were in the text, but no confirmation number and I had exit the booking vs confirming. Then I get an email. I call the # on the email to cancel as I had already viewed the cancellation policy on website. The person I talked to told me I would only get refunded a portion because they had a cancellation fee. I was angry because the website for the hotel doesnt state that. I immediately contacted my credit card to dispute the charge.Jumping forward, my credit card found in favor of ************************************************ and Im going to try to deal with the dispute again because what happened next is interesting. I left a bad review for the hotel. The hotel manager left a message to me on my review to contact him. I did. He said the online booking was through *********** We ended up having a 3 way call with myself, the hotel manager as well as ***********. What happened was through the hotel website, rather than getting ***********, I was sent to another site (this ************************************************) who took my info and booked a room charging more than normal and this ************************************************ booked room through *********** for actual room at the hotel and ************************************************ profits off this and has their own cancellation fee!

  Customer Answer

  Date: 04/01/2025

  According to the place I have my credit card, they informed me this afternoon when I called them again that it was a place called Priceline Partner Solution that has bank that my card sent money to. So Im assuming this hotel ************************** is them or a partner of them.  My credit card company contacted them and in letter I attached it claims the companys response was that I agreed to those charges, which I did NOT do. I read the hotels cancellation policy since I was booking 8 months in advance for just in case something happened and I had to cancel and believing I was booking through the hotel directly I should not have been charged anything. The hotel is ****** on the Lake which is in Lake of the ******, **. Call and ask for the Revenue manager/ hotel manager as weve had several discussions about this even a 3 way call with someone at ***********. The managers name is ****** *****

• Initial Complaint

  Date:03/31/2025

  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 cancelled my reservation, Booking number R5534205958, on March 24, 2025. I received a reservation cancellation confirmation e-mail that indicated that a refund of $3,156.53 would be credited back to the credit card I used within 3-5 business days. As of today, March 31st, I have not received the refund. I tried calling the numbers on the e-mail for assistance, but got nowhere. The numbers they indicated are ************** or **************. The e-mail indicated the website: *************************************************************** When I saw that website name, I read that it was a scam. Please help get my money back. Thank you.**** *****

• Initial Complaint

  Date:03/29/2025

  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.

  Date of transaction: March 6, 2025 Amount USD ******* Nature of the Dispute: Abusive Practice. By mistake I press the confirm button at 7:35 pm and cancel the reservation at 7:54 pm and they refused to give me the money back or even re install the reservation I paid for.Hotel Values has not tried to solve the issue in any way. They don't even answer emails .

• Initial Complaint

  Date:03/29/2025

  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 made an online hotel reservation for ***********/Hilton for a stay in May. Unknowingly, I was redirected to a third-party website (************************************************). After checking, I discovered that this website is a known perpetrator of scam activity. I cancelled the reservation but the change remains on my credit card. Efforts to dispute the change via Discover have been futile. I tried using the contact number for the business but all I get is a robot voice.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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 3/21/25 I went to what I thought was a Hilton Reservation desk website. I called the number on the site and when the reservation desk answered I confirmed with them that they were a Hilton reservation line. I was told that the hotel I wanted was unavailable but that they could help with another property. They booked a room for me at the Sonesta Select hotel. They told me that the hotel has 4.4 stars on Trip advisor and the rate was $160. Upon arriving at the hotel, it was under construction with dirt, debris and open wires hanging all over the hotel. This was not disclosed by the booking agent. The hotel was subpar and definitely not 4.4 stars. Our TV also didn't function. Upton checking out, I asked for a receipt direct from the hotel. The bill was for $119. I was charged $160 from the 3rd party booking company. The booking company not only lied about being a Hilton reservation desk, but also charged me $40 for booking a room. Someone needs to investigate the website information on the internet to ensure that customers don't get redirected to third party booking companies. Hotel Values is a scam.

• Initial Complaint

  Date:03/27/2025

  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 ******* for travel agent company in the *** and what generated was a listing of *********** followed by **************************************************** so I entered the website of ************************************************ and gave them a call, told them my travel dates and they presented me with one of their featured hotel in ************ named; Central Apartment by The Mall located at: ************************************************************************. Hotel ************************** had me book week by week in the event upon arrival I did not want to stay at that hotel for whatever reasons, I could get a partial refund. Upon arrival to the address listed on my Hotel bookings, the manager at the location of the building said this booking and the name of this hotel does-not exist here. The manager went on to say that they are not a hotel and they don't provide hotel services and reffered me to go across the street to check my bookings elsewhere. Before leaving I called ************************************************ and let the manager of that building location speak to ************************************************ to let them know verbally this hotel does not exist at this location. That day I asked for a full refund of all 4 weeks I booked, you presented me with a hotel that does not exist, you swiped my ***** bank card and took my money now I want it all back now. I ended having to do a walk-in booking at another hotel and spend even more money which shorted my trip funds in my ***** bank that was intended personal care items for my mother myself and my autistic 7yr old daughter a trip we took to attend a church event ************************** for healing ministries. Our stay in ************ was the entire month of February, **************************************************** refuses to take responsibility for not properly vetting their featured hotel partners and further-more, does-not feel they have to comply with U.S. Law in-regards to governing compliance of the ************************************************************** of hospitality Compliance of the ************************.

• Initial Complaint

  Date:03/25/2025

  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.

  we utilized Hotel Values online to book our reservation at ******************************************. there is a $145.78 taxes and recovery charges service fee to incur hotel expenses such as cleaning, taxes and "resort fee". This is fraudulent and misleading, as the hotel Paris charges a resort fee of ***** per night plus any misc. I talked to ***** Hotel billing, and they stated they are unsure why this agency would charge me twice when they charge me for Resort, and misc. When i attempted to contact their customer service line, it rings and hangs up. There are no email contacts. They seem a scam.