Complaint I am attempting to contact Easy Click Travel and have been on hold two times for a length of 30-40 minutes. I need to discuss reservation #********* I had made a reservation, Feb. 2015 via internet and upon calling the hotel, ***********, Zephyrhills, Florida, I was told that I had no reservation. I was insecure to travel from New York to Florida with no hotel reservations. Therefore I called the hotel back and again told there was no reservation in my name and had no reservation to cancel at that time. My credit card company credited it with the intention it was a scam but then I was recharged on my bill 7/7/15 for the Easy Click Reservation. I am requesting a refund of this money $721.91. I have been working with my credit card company (dispute department) who now is telling me I have to handle this situation with the 3rd party company being Easy Click Travel. I have attempted two different times, two different days to contact the company with no success but being on hold for 30-40 minutes.
Desired Settlement I am seeking a full refund of $721.91 for the hotel reservation which I never used. I hope to hear from someone very soon as I am now getting interest charges on my credit card for an outstanding balance of a product never received. I look forward to speaking to someone in reference to this very important issue.
Business Response Greetings Ms. ********,
Thank you very much for contacting Easy Click Travel. We sincerely apologize you were not able to utilize your reservation at the ********************** Zephyrhills. Our records indicate the hotel did not provide us their internal confirmation number. We have reached out to the property and they confirmed you did not stay nor could they find the reservation. Due to a system error, your reservation was not entered into the hotel system. We sincerely apologize for the inconvenience as this is certainly not the service we aim to provide. A full reimbursement of $721.91 USD has been processed to the credit card on file. Please allow 7 to 10 business days for the reimbursement to reflect. Again, we apologize for the inconvenience and please do not hesitate to ask if there is anything else we may assist you with.
Warmest Regards, Post Travel Client Services Easy Click Travel
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I do accept Tourico Holidays,Inc (Easy Click Travel) response with a full refund of $721.91 being credited to my existing credit card account with their company. Although, I DO feel this online purchase was a SCAM. I contacted my credit card immediately when I felt it was not a creditable purchase. My credit card company refunded the money and then Tourico Holidays in turn, put the charge back on my credit card. I have been working with the Dispute Department who told me I now need to work directly with the company for a refund. Upon attempting to contact directly to Tourico with being on hold two times for 30-40 minutes, I chose to go to the Better Business Bureau for the help I was seeking. I am very pleased with the end result of getting a refund but now I have to go back to my credit card for a refund of service charges on a monetary amount of a service which I never received. I feel the company, Tourico is looking to put the blame on the Hotel as to not providing an internal confirmation number. My question is....how does a creditable company, (Tourico) make reservations without the hotel providing confirmation numbers????? They (Tourico) are also claiming there was a system error. How can this happen when customers are traveling miles to show up at a hotel to be told there is a "System Error" with your reservation and there actually was never a reservation made. This is the first time this has happened to me personally and hope not to have to experience being SCAMmed again.
Complaint I made a hotel reservation and cxled it the policy states there is no cancellation fee BUT the company refuses to give a refund. I booked a room on 8/6/15 and the day I booked I asked if I would be permitted to check in early. I was told since the reservation was made that day, it would not be able to be determined until the day of.
I had last minute travel call every single day until 8/11/15 when I was told that the room would not be available until 2pm and I would not be able to check in early.
I also indicated that I needed early check in. The email below states there is a 0 cancelation fee BUT I will not get a refund for my room.
I find that this is unfair considering I did my due dilligence and your facility was unable to meet my request. I am politely requesting you to reverse the charges.
Desired Settlement I want a complete refund
Business Response Greetings Ms. *******,
Thank you very much for contacting Last Minute Travel. We were very disappointed to hear you were unable to utilize your reservation at the ******************. Early check in cannot be guaranteed, as it is based on hotel availability and occupancy at the time of check in. It is solely up to the property to charge or waive any early check in fees. Our records indicate you spoke with an agent on August 11th and a full reimbursement was processed to your method of payment. Please allow 7 to 10 business days for the reimbursement to reflect in your account. We apologize for any inconvenience and please do not hesitate to ask if there is anything else we may assist you with.
Post Travel Client Services Last Minute Travel
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Website reservation charged, but never actually reserved at hotel, and general lack of service from company. I booked a hotel online in May 2014 and my credit card was charged $451. Reservation #XXXXXXXX. Check-in is this weekend (3/4/15), but the hotel has no record of any reservation. The company failed to resolve this with the hotel, they did not provide me with a reservation at a comparable hotel, they offered no compensation for their mistake and my inconvenience, I received no follow-up communication at all, nothing to indicate that the reservation had been non-existent the whole time, and for the last two days I was simply told to "call back again tomorrow". The lack of concern and customer service is very disappointing, and the fact that this company was completely unaware that their booking was not actually legitimate for nearly 10 months, and never notified me or refunded my money during that period makes me question their business practices and ethics.
Desired Settlement I am requesting that my refund be expedited and I expect it to appear on my account within 3 business days. I want the company to provide customers and employees with notification of their policies regarding failure to provide service and the procedure for resolving these issues. If the company cannot meet the terms of the purchase, it should contact the customer within 30 days of the transaction, with an offer to provide a comparable booking, a speedy refund, and/or alternate compensation if desired.
Business Response Greetings Ms. ********,
Thank you very much for contacting Easy Click Travel. We were very disappointed to hear of the service opportunities you encountered during your recent reservation. That is definitely not the service we aim to provide. We sincerely apologize for any inconveniences this caused during your travels and we hope you will not consider this a frequent occurrence.
Our first priority is to keep your reservation at the originally booked property. For a number of reasons, a hotel can reject a reservation although it was made through our contracted allotment. When this occurs, Easy Click Travel makes every effort to have the hotel reconfirm the reservation. Should the hotel not honor our booking, as a last resort we will relocate the reservation to a comparable or upgraded property as close to the original location as possible. Again, this is a last resort. Regrettably this process was not explained to you prior to your cancelling of the reservation.
In regards to your refund, Easy Click Travel releases funds immediately upon cancellation. It is entirely up to the issuing bank when the funds are released to the consumer. We do understand the stress cause by this situation, and for that we sincerely apologize. A special promo code for a future booking will be sent directly to the email you have provided to the BBB.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) The apology and voucher provided by the company is acceptable compensation for this unsatisfactory experience. I would like to note that the agency was unable to book another comparable hotel for me, and could only offer reservations at hotels in other areas/cities, nowhere near my original hotel. And i'll reiterate that the staff appear to be untrained in procedures for resolving this type of problem. Calling back later is unlikely to correct the situation, yet that's the advice the reps give when the customer inquires.
Complaint User's system processes payments prior to confirming they can provide product/service on 2/11/15, I attempted to make a hotel reservation with the company easy click travels, as they had a great advertised rate. I followed up via chat on my reservation, prior to submitting, to ensure I could receive a better rate. I spoke with *********** via their chat program on their site. she took my information and then called me to take my credit card information over the phone. once she processed the transaction, she told me that it was sold out, and that my only option was to get something more expensive. in the mean time, because their process for completing the transaction ran my card information, the bank is now holding as a temp charge my money. '******' implied that my card was not charged, and told me to call their number for a refund (indicating my card WAS charged, which was confusing). having the sizable amount (several hundred dollars) in a pending charge prevented me from paying someone else for the service. Additionally I ended up spending several hours total between trying to book and speaking with the rep via chat and phone.
Not sure why a company would first make a pending charge AND THEN make sure they could make good on their deal. In attempting to clarify this with ******, I just got a lot of 'I'll be with you in one moment' automated messages from her. my wife tried to make a similar purchase as well, using only the site (as opposed to calling in or using the chat) several hours later and she fell into the same trap. if the product was truly sold out, why would my wife be able to find it and attempt to purchase it hours later as well?
Currently due to this, I have about 1200 dollars tied up in no where land.
Desired Settlement Cards should not be run (or run for full amt) with out verifying that product/service can be sold. Additionally, would appreciate compensation for the extensive amt of time necessary in dealing with '******' as well as the cost of not being able to purchase on another site in the meantime due to funds being tied up, potentially leading to paying higher prices. This can be in the form of a credit.
Business Response Good Afternoon Mr. *******
We at Easy Click Travel were very troubled to hear of the challenges you encountered while attempting to book travel arrangements through our service. That is definitely not the service we aim to provide.
Based upon the information you provided, it appears there was a a technological miss-feed between actual available inventory and what was being displayed on the Easy Click Travel website. This is a very rare occurrence and to our knowledge, we do not believe we could have been able to know about this ahead of time in order to prevent it.
The reason that full pre-payment is required when booking is due to the contractual partnerships that are agreed upon between our hotel partners and Easy Click Travel. In a sense, our customers pay Easy Click Travel, and we pay the hotel partner.
Due to the inconveniences you encountered, we will be emailing you a promo code to use for a future hotel booking through Easy Click Travel. In your Better Business Bureau claim, your email address has been provided and we will send the promotional code to you momentarily.
Once again, Mr. ******* we sincerely apologize for the challenges you faced and we hope the next time you utilize our services, that your booking experience will be far superior.
Easy Click Travel
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) It struck me that the agent I spoke to had seen this situation before, and was not surprised. I can understand that you need to charge me to then pay the hotel, but what I am saying is you should verify that the hotel is available still prior to billing me then paying the hotel. There should be a verification of services to be rendered prior to charging me and holding up my money for such a long period of time.
I will try your service again in the near future with your promo code, and hope to be able to report a better experience. Thank you for your response.
Complaint I am writing a compliant that I booked online on 7/28 on Last Minute Travel Club. I booked a reservation online for two rooms in Las Vegas. The reservation was completed but I changed my mind later and decided to cancel the reservation on 7/29. I paid $120.46 for each of the two rooms, totaling $240.92. When I attempted to cancel the reservation, I was told on the website that I would get a full refund back. A day later, I got only $120.46 back on my credit card. I contacted LMT Club multiple times about this and I was told to wait 10 business days until they would do anything. I waited for 10 business days and nothing came back on my credit card (7/13). I called them and asked them where the other $120.46 went. After questioning their credit card processing department, they had indicated to me that they made an error in processing the charge and will refund the other $120.46. It has been 10 business days so far and I still have not seen the refund back to my credit card. I contacted them again and was told to wait a couple more days and I am tired of dealing with them again at this point. Here is the information you would need:Hotel name reserved: Palace Station, Las Vegas, NVRecord Locator: XXXXXXXXReservation Number X: XXXXXXXX Reservation Number: XXXXXXXX Check in/out date: 9/5 - 9/8LMT Club Customer Care Phone Number: X-XXX-XXX-XXXX Product_Or_Service: Hotel Reservation Order_Number: XXXXXXXX and XXXXXXX
Desired Settlement $120.46.
Business Response Good Morning Mr. **** ****,
Thank you for contacting LMT Club's Post Travel Client Services. We regret to hear about the inconveniences you have encountered during your cancellation process as this is definitely not the service we aim to provide. I have verified with our accounting department regarding your 2nd refund and they have advised two refunds were sent, but one refund was returned and our credit card processor did not re-send the refund because we had received a charge back Aug 30th. Due to this we no longer had the funds for a 2nd refund to return since it was already taken from our account due to the charge back. In order to obtain this money back you will need to contact your bank as the funds were removed from our account due to the charge back that was put in. Once again we apologize for the inconvenience this has caused. Please let us know if you have any further questions.
Post Travel Client Services
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Resolved
Complaint I had reserved and paid in full, 2 hotel rooms for Sept 26th and there was no record of payment received or reservation with the hotel when I checked. I had reserved 2 rooms on January 12th, 2015 for my wedding on September 26th. I had done this through Easy Click Travel's chat function and received email confirmation numbers after the representative called me to take my credit card info to pay for the two rooms in full:$282.76 tax included. I saved the conversation between me and the representative just in case anything would be disputed with the hotel. I then called the hotel in May to check on the rooms, and they had no record of my reservation. After going back and forth at least 7 times with Easy Click and the ******* Inn, the rooms were finally situated. I called the hotel back in June to check on the rooms and this time, they only had one room and not a second one. Again, I went back and forth several times with Easy Click and the ******* Inn to get my two rooms for my wedding. After several days, I had confirmation from the hotel and Easy Click that I had my two rooms. Now, on August 20th, I called the hotel to confirm once again the reservation for my wedding, and they tell me there's no payment for the rooms and the price is now double what I had already paid on January 12th (now $300 for each room). I was put on hold by the Easy Click customer service for 20 minutes with no resolution. I was on their chat function with no resolution and was told to call the customer service back or wait for a call back from them. I am beyond frustrated with this company and its lack of customer service. All I wanted was 2 rooms for my wedding and it has taken up more than a weeks worth of my time to just fix what Easy Click has messed up.
Desired Settlement I want these rooms confirmed at the original price I paid or deeply discounted for all the time and effort I had to put in to fix these issues. I need confirmation from the hotel that I have two rooms, for September 26th, for my wedding party, paid in full.
Business Response Greetings Ms.*********,
Thank you very much for contacting Easy Click Travel. We were very troubled to hear of the service opportunities you encountered regarding your future bookings. That is definitely not the service we aim to provide. We strive on a daily basis to provide a flawless travel experience and we are very disappointed we fell short in this instance. The ************************ ************* Hotel is one of our newest hotel partners, and regrettably the front desk staff was not aware of the process with our reservations. Per our conversations with Director of Sales John B****, both reservations are confirmed in the hotel system. Your reservations are prepaid, there will not be any additional charges upon check in unless your party incurs incidental charges. Our records indicate you spoke with an agent on August 20th, and you were provided the internal hotel confirmation numbers. We sincerely apologize for the confusion and please do not hesitate to ask if there is anything else we may assist you with.
Complaint Easy Click Travel confirmed our hotel reservation and billed our credit card. They did not actual reserve the hotel. Easy Click Travel, booked via *****, billed our credit card and provided a hotel booking confirmation. We booked ************* in Sugar ay St Thomas. The total was $1480. After many phone calls to Easy Click, they informed us that actually they were not able to honor our reservation. Please note, there is no information or disclosure during booking that a hotel reservation and payment may not be honored. This is fraudulent. Currently, I have no refund for the travel which should not have been charged to me anyway as no service was provided or secured.
Desired Settlement The only way to satisfy us is to secure our hotel reservation at the price quoted for the travel at *********************** in St Thomas for Nuv 28 - Dec 5 2015. Reservation*********
Business Response Greetings Ms. ******,
Thank you very much for contacting Easy Click Travel. We were very disappointed to hear of the service opportunities you encountered during your recent reservation. That is definitely not the service we aim to provide. Let me explain how our reservations work. Easy Click Travel has a contracted allotment of rooms with different hotels that are guaranteed to us. When a consumer books a reservation through our system, it is then reported to a designated contact at the hotel, who will then enter the reservation manually into the hotel system and provide us with an internal confirmation number. Due to this manual process, the reservation will not always be present in the hotel system until closer to the date of travel. Our records indicate you cancelled your reservation on July 6th, 2015. If you would still like to reserve the***************** St. Thomas, please re-book your reservation via EasyClickTravel.com. Please note rates and availability are subject to change, and we cannot guarantee the hotel is available at the previous rate. We apologize for the inconvenience and please do not hesitate to ask if there is anything else we may assist you with.
Post Travel Client Services Easy Click Travel
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The day after making my reservation I called easy click and I was informed by an associate at Easy Click Travel that my reservation was confirmed and would be honored. About 10 days after I made the reservation and paid in full the resort still had no record of our reservation. when I called easy click again, the phone associate told me that Easy Click could not honor my reservation and I would need to cancel it. I only cancelled the reservation because we had paid thousands of dollars and were told there was no way to honor our reservation. In order to satisfy my complaint, easy click travel needs to honor hour original reservation dates, resort, and price.
Please note, there is absolutely no disclosure that the reservation may not be secure. This is fraudulent and disappointing. We had the opportunity to book with other vendors and lost those prices when we booked with easy travel and were left empty handed.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is not only an unacceptable response, this is not true. Unfortunately for you, I made the call on a corporate cell phone, the call is logged time and date and duration AND recorded by our security team. Thus, there is no discrepancy on the table that I did indeed call. If your phone calls are really monitored, then you must have the call recorded. You are correct in your notation on the June 30th call. I was told during that call my reservation didn't show with the hotel and to wait a few more days (did you hear that on there?)
Please know it is not too difficult to have a court subpoena your phone records.
Look, I have read the reviews on easyclick and I see now that my experience is not unique. Your company is well aware that you take reservations and don't honor them. There is no reason for you to deny this is the case or cover up that this is exactly what happened with my reservation.
I have zero motivation to be dishonest. Why would I cancel a reservation that I very much need that is half the cost I can book elsewhere? My travel is for a wedding, I have to go.
I'll just repeat the only way to satisfy my complaint is to honor my initial reservation for the dates and price you originally committed to.
I acknowledge that I cancelled after I was told from your phone rep that there was no possibility that reservation would be honored and he actually told me the reservation was already cancelled and money refunded. When I logged in and found it was not cancelled I felt I should do so immediately as I had no idea at this point if I would ever see the money I paid for the room you didn't secure again.
Please simply honor our reservation and we will be done here.
Final Business Response Greetings Ms. ******,
Thank you very much for your reply. We apologize for the inconvenience caused by your experience as this is certainly not the experience we aim to provide. Please advise the name of the representative you spoke with, the date, as well as the time so we once again try to locate the call. Currently the only call we were able to locate was from June 30th. Without another call to review, we can only operate on the facts that we have. We have reviewed the property in question and regrettably the **************** St. Thomas is no longer available for those dates at that price. We strongly urge you to look into and secure alternative options for your stay.
Complaint I make my hotel reservations through ************ so I can accrue reward points. This company somehow got my reservation. Not sure how...NO POINTS! Point #1 = I'm not sure how my reservation was diverted through Tourico Holidays, Inc. But I am disappointed that I am not getting my reward points. I was thrilled by the price quoted. But no indication was given that I would not get my points. Point #2 = When we got here, our room was in poor condition. It was musty smelling (my wife described it as a moldy smell). We both had to leave the room. We were both sneezing and as for me, my throat was closing up. But I can make that complaint about ********************* ********** Point #3 = Not sure what's going on.
Desired Settlement I would like to have a decent room and my ******* Points. I have contacted ******* and they tell me that since the reservation was made through a third party (and explained the process) I could not get my points.
Business Response Greetings Mr. *****,
Thank you very much for contacting Tourico Holidays. To provide you the best service experience possible, please verify the information you have presented as we were unable to locate the reservation. Thank you very much for your assistance.
Complaint I was told I could make changes to my trip 3days before my trip. I called 1wk prior to my travels but was not given my money back. When I booked with Easy Click Travel, I received an email (attached) noting that I would incur a fee should i need to make a change/cancel my reservation within 3 days of my travels. I called to make a change 10 days prior before my travel date to no avail. I was hung-up on, promised a call back and was told I would receive an email regarding the status of my refund.
I paid $840 for 2 guests and unfortunately, one is unable to go on the trip. I contacted Easy Click Travel as soon as I was notified that the second guest could not go on the trip. Easy Click Travel successfully took the 2nd person off of the reservation but did not refund me the $420.32 for the cancelled guest.
Again, I was promised multiple times that someone would get back to me in regards to my refund but I have not been contacted. What makes matters even worse is that I have tried (more than 7-10 times) to get a hold of someone regarding my refund but I am constantly put on-hold for an insane amount of time, transferred and even hung-up on!!
As you can imagine, I am truly appalled and extremely disappointed with the lack of professionalism and response from Easy Book Travel. The company immediately took money from my account when booking but is completely unresponsive and unhelpful when it comes to issuing a customer their deserved refund.
Desired Settlement Easy Click Travels owes me $420.32 for the cancelled guest.
Business Response Greetings Ms. *******,
Thank you very much for contacting Easy Click Travel. Please accept our sincerest apologies for the delays you experienced in your attempt to amend your reservation. That is definitely not the service we aim to provide. Our records indicate that you spoke with a supervisor regarding the issue on July 4th. A reimbursement in the amount of $420.32 was processed the same day. Please allow 7 to 10 business days for the reimbursement to reflect. We apologize for the inconvenience and please do not hesitate to ask if there is anything else we may assist you with.
Warmest Regards, Post Travel Client Services Easy Click Travel
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