ComplaintsforHotel Tonight Inc.

Name: Hotel Tonight Inc.
Address: 901 Market St Ste 310, San Francisco, CA, 94103-1752, USA

Hotel Reservation

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Additional Complaint Information

Customer Complaint:

BBB’s business profile for Hotel Tonight Inc. was created in June 2011. A review of Hotel Tonight complaints was completed in December 2023. Complaints on file state issues when requesting a refund.

Consumers are encouraged to review the Terms of Service prior to using their services, with special attention to 7. Hotel Overbooking and Cancellations and number 8. Room Assignments and Check-in for more information about cancellations and the company's no refund policy.

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Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
During my stay at chase hotel suite on ***** point drive I checked in and my room smelled musky and like mold and was very outdated. It had no smoke alarms and was a fire hazard (see breaker box) 12pm is check out time on Monday I had housekeeping attempt to come into the room with me and boyfriend in the room even after paying for late check out. When calling office all they did was apologize. Then about 2 hours later it happened again. I was accused by the office of leaving my door unlocked that the wind blew it open and was told from now on I cant pay for late checkouts and should find another place to stay
Business response
03/26/2024
We have reviewed the facts related to the case number 21487454 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I made a reservation through the third-party app called hotel tonight 24 hours ago. I made the reservation by mistake with the incorrect dates at a local hotel in ****************. I called and spoke to numerous agents with Hotel Tonight in order to get information on how to possibly cancel or even modify my reservation to the correct dates. After receiving multiple calls with multiple agents telling me they have to reach out to another party for answers, they called back and said they cannot cancel or even simply modify the reservation for a later date. In their rules & regulations page it does say the charge may be non refundable, but nowhere in the bylaws does it say they cannot simply modify the reservation or even give me a credit with the company to use for another reservation. I feel as if I just lost $676 now to a reservation I most likely will not use.
Business response
03/24/2024
We have reviewed the facts related to the case number 21468538 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
03/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked two rooms for one night (Saturday March 2, 2024). I had to go straight from my son's baseball to ******* to check into the hotel, then to Daytona for the Supercross race. I was traveling with a 18month old and did not want to have to drive all the way home after. I knew ahead of time that this stop was going to make me late to the race. What I did not anticipate for was the hotel to not have my second room reservation. They were sold out and I could not get a second room. We had a total of 9 people 5 of them children and were not allowed to put that many people in 1 room. Therefore I could not accept the one reservation that they did have for me. I was told by hotel staff to contact the company with which I made the reservation for a refund. After contacting them, they are only willing to give me a credit for 1 room. This is unacceptable! If it had been my error as to why I could not keep the reservation I would not be writing this right now, I would not be asking for a refund. But it wasn't my fault. My son only got to see the last 3 races because of this now unnecessary stop! And I want my money back!! Not a credit because I WILL NEVER use that app again! I have used several booking apps before and NEVER have had an experience like this. I don't care who refunds me whether it be the hotel ********************************** or the app Hotel Tonight but it needs to be taken care of the right way! I don't believe my request is absurd and needs to be honored.
Customer response
03/07/2024
I want my complaint on file for other consumers but I was able to get my refund via my credit card. Now I'm sure the credit card company would like their money back but I did get mine. I wasn't sure how to document this since it said after I submitted my complaint I couldn't make any changes. But I also don't want it to look like I'm trying to be dishonest
Initial Complaint
12/22/2023
Complaint Type:
Product Issues
Status:
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.
I booked a room on 12/12/23 for 2 nights through the Hotels Tonight App. When booking I opened the app and the first hotel that came up as nearby was who I booked with. We were sitting in front of the hotel at the time. When I went to check in the front desk informed me it was a hotel that was 45 minutes down the road from where we were. I immediately called Hotel Tonight and explained what happened. They told me that there was a no refund policy. I explained that we were to far away from that location, but they refused to help me out at all. Because of the distance we were not able to check in to the hotel until the following day. When I went to check in to the hotel I was informed that the hotel canceled my reservation because we were a no show. The representative from Hotels Tonights did not inform me of this policy and it is no where on their website. I called again on 12/13/2023 after speaking to the hotel and explained the situation and they denied me any kind of refund because they said it was the hotels policy even though the hotel (Aloft) said that I had to go through Hotels tonight. I spent $200 on a room I never even used.
Business response
12/25/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative HotelTonight
Customer response
12/30/2023

Complaint: 21048357

I am rejecting this response because:

I am submitting the additional info requested.

Sincerely,

***********************
Business response
01/02/2024
Once again, we are unable to locate a profile or reservation with the information provided within the complaint. The attatchement provided does not allow us to identify the booking or guest. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue in the body of your complaint.

HotelTonight
Customer response
01/02/2024

Complaint: 21048357

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
11/21/2023
Complaint Type:
Customer Service Issues
Status:
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.
On Friday, November 17th, we pre-paid for a king size room for my family (me, my wife, 1yr and 4yr child) at Hotel Zazz through a third-party booking site, Hoteltonight.com. When we arrived late that night, we tried to check-in and the front desk told us that we couldn't stay in a king size room because it would create a "fire and safety hazard," according to the laws in **********. We travel all the time and never heard of such a policy. The front desk staff told us that we would need to upgrade to a double room for an additional cost. We declined and explained that we share a bed with our children in hotel rooms due to concerns that they can fall out of hotel beds which are not designed for small children. The staff then said if we paid an additional fee per child, we could stay in the room we'd originally reserved. We questioned the rationale - is this a safety hazard or an attempt to upsell? They then asked us to cancel the reservation through Hoteltonight.com, so we called and explained why the reservation was being cancelled. They, too, were unfamiliar with the "fire and safety hazard" claim and, as a result, offered a refund. The staff then had us speak with the owner, ***************************, who informed us that she was refusing us service or a refund. Moments later, security came and told us that we were loitering and instructed the front desk to call the police, which was completely uncalled for. We went to our car to search for another place to stay that night. Another staff approached our car, shinning his flashlight in our faces, yelling at us, insisting that we were trespassing and demanding that we get off their property. My wife and children were frightened and began crying. The front desk staff started recording us so my wife began recording on a live feed to ensure we had witnesses. Hoteltonight.com later emailed that they couldn't provide a refund because the hotel refused it. We haven't heard from Hotel Zazz and have not received a refund.
Business response
11/21/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and reservation code associated with this issue.
Sincerely,
HT Representative
Initial Complaint
11/12/2023
Complaint Type:
Product Issues
Status:
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.
Accidentally reserved a hotel for Saturday night when my intent was to rent for Friday. When I called to cancel I was told they would cancel (after 90 minutes on hold) the operator decided they could not refund me. I asked to speak to a manager which added to my hold time then was hung up on. Spoke to 2 more managers who told me I was out of luck. Not even a percentage or a future credit. Just a I can understand your frustration then another sent through a very long email. This company has no scruples. As a business owner Ive never seen such lack of concern and professionalism.
Business response
11/14/2023
We have reviewed the facts related to the case number 20859944 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Initial Complaint
11/11/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Organization deliberately conceals known added costs when providing lists of deals. In this case, a hotel listing cost nearly $70 more per night than the listed cost, and the company (Hotel Tonight) knew about the additional costs prior to booking.At the very least this is misleading, at the very worst this is consumer fraud.
Business response
11/12/2023
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
HT Representative
HotelTonight
Initial Complaint
10/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Checked in on 10/5/2023 at red roof inn in **************, ********.I paid $83.00 through Hotel Tonight App and when I checked in at red roof inn receptionist informed me room rate was only $65.82.Bathroom was unsanitary, and poses a safety hazard to guests . Per the attached pictures the shower valve was broken with a sharp edge exposed. Due to the wet & slippery conditions of the shower, I nearly cut my hand on the exposed sharp edge. This is clearly a safety hazard to guests. Additionally, bathroom was unsanitary with boogers and human hair in the shower area. I am requesting difference of $17.18 refunded to my card. I do not want any credits for Hotel Tonight app.
Business response
10/15/2023
We have reviewed the facts related to the case number 20731175 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Customer response
10/15/2023

Complaint: 20731175

I am rejecting this response because:
I do not want hotel tonight credits.
I only want a refund of the difference.

Sincerely,

*****************************
Business response
10/16/2023
We have already addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 10/16/23. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.
Customer response
10/16/2023

Complaint: 20731175

I am rejecting this response because:
The matter was not resolved. I do not accept credits, I am requesting difference credited back to my card I paid with.
Sincerely,

*****************************
Business response
10/16/2023
We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter. The resolution will remain the same. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.
Customer response
10/16/2023

Complaint: 20731175

I am rejecting this response because:
I am requesting refund not credits.

Sincerely,

*****************************
Initial Complaint
09/23/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am traveling in ******* and booked *********** Hotel in ********* ******* for 9/30/23 through hotel tonight. I paid $82. The app erroneously booked a different city center hotel in another European city. Hotel tonight is refusing to honor my reservation In ********* ******* and wants to issue me a credit. I need the hotel room and do not wish to cancel my reservation.
Business response
09/24/2023
We have reviewed the facts related to the case number 20646821 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Customer response
09/24/2023
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
09/12/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Booking and $422 payment for *********************, **, made 05-Sep for Check in 29-Sep, Check-out 1-Oct. HotelTonight room rate at the time of booking was $194/night. (As of today, room rate for those dates remains $194/night.) Change of plans required new Check-In on 22-Sept, Check-Out 24-Sept. After initially speaking with ************* /Hilton Vacations on 11-Sept, they confirmed room availability for those dates, alerted our change to *************, and recommended I speak with HotelTonight (HT) to have them update the dates on the reservation. After multiple phone calls with HT (****, ******, ******, **) they refused to provide any official confirmation of the change, but instead sent an informal email that referenced the new dates, without any proof of Reservation number whatsoever, and said they cleared the change with Hilton Vacations. After speaking further with ******, they denied that HT had sent anything that would confirm the new dates from HT side. After checking my account on HT the reservation REMAINED unchanged, with Check-In showing 29-Sept. MOST IMPORTANTLY, HotelTonight provided VERY CLEAR communication that any change made on the reservation today would be subject to an ARBITRARY RATE at the time of CHECK-IN, on 22-Sept. I asked them how they could do business by only setting the reservation date, and then expecting the customer would risk being PRICE-GOUGED by establishing ANY rate AT THE **** OF CHECK-IN. (I was warned of HT's COMPLETELY IMMORAL business practice by at least two different Customer Reps at Hilton Vacations.) FURTHER, as confirmed by HotelTonight's website, the rates for the new dates 22-24/Sept are $178/night, which is $16/night lower than originally booked. Of course, HT allowing the reservation change DISALLOWS any refund in the case of a lower rate, but provides every opportunity to CHARGE MORE right up until Check-In. I REFUSE to allow HT to make me vulnerable for PRICE-GOUGING and DEMAND a COMPLETE REFUND.
Business response
09/13/2023
We have reviewed the facts related to the case number 20593976 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
HT Representative
HotelTonight
Customer response
09/13/2023

Complaint: 20593976

I am rejecting this response because I have NOT YET RECEIVED the Refund to my credit card as HT promised.
Their generic response, apparently written by an attorney, is completely meaningless.
For the record, this is the response I received from HT earlier today via email.
"This email is to confirm the refund of $XXX for your booking at **********. It has already been processed but please allow your bank 5-7 business days to reflect on your Amex ending in XXXX.
I apologize for any frustration for any miscommunication with the hotel, and I hope you have a great rest of your day."
I don't trust HT whatsoever. Once I see this credit back on my card, then and only then can we move this to closure.

Sincerely,

*******************************
Business response
09/13/2023
We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 9/13/23. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.
Customer response
09/14/2023
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,

*******************************

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