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:07/09/2025

  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.

  July 8 2025,I booked a night stay through hotel tonight for a room - nowhere was it written that the hotel would be under renovation, unsafe and unsanitary. There was false advertisement for the property and so many safety and sanitary code violations. Health code violations. Molded, rusted appliances. Open plus with no safety grated non working fire alarms and escape Songs, scuffs and filth and spackle and building dust everywhere. Exposed wires. I documented all of this and speak to the hotel and the corporation and no help; just gaslighting and setting the blame on the other party. I have now been on the phone entire night for resolution, where theres been none. This is a huge liability and problem with corporate greed that a place this disgusting can even be rented and then hoteltonight can set the blame on the property rather than simply reimburse AND compensate me for my inconvenience as well as the clear and present danger my children and I are in while trusting hotel tonight with our safety and cleanliness. I am Absolutely disgusted angry and traumatized from how I have been dismissed and inconvenience and lead into what very much feels like a true health and safety hazard in every sense of the word. I demand contact and compensation from hotel tonight not just for my money to be reimbursed, but to be compensated for the inconvenience.

  Business Response

  Date: 07/09/2025

  We have reviewed the facts related to the case number 23574130 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

  Date:06/16/2025

  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.

   
  Complaint: 23473063
  
  I am rejecting this response because: I have not received a resolution. I have received multiple emails and phone calls but none provide an actual resolution to the issue. I have replicated the issue and sent numerous screenshots and screenrecordings showing how when I sent the link from HotelTonight the correct dates were listed but when clicked to book, the dates changed. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/16/2025

  We have reviewed the facts related to the case number 23473063 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

  Business Response

  Date: 06/17/2025

  We are addressing the concerns to the email address on file for the applicable profile, as we are unable to share account information with anyone but the account holder. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

   

   

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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,
  
  ***** ********l of service I encountered during this particular stay. As a presumed valued customer, I expected a seamless and stress-free experience upon my arrival, which unfortunately was far from the reality I ************** light of the aforementioned circumstances, I kindly request a formal investigation into this matter and a prompt response regarding the steps that will be taken to address and rectify the issues faced during my stay. Additionally, I would appreciate receiving appropriate compensation for the inconvenience and disappointment caused.

  Business Response

  Date: 06/10/2025

  We have reviewed the facts related to the case number 23445055 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

  Date:05/23/2025

  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.

   
  Complaint: 23371233
  
  I am rejecting this response because: They did not refund my money and I want a refund for the charges that I did not make or authorized!!
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 05/25/2025

  We have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Sincerely,

  HotelTonight Representative

  Business Response

  Date: 05/28/2025

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter in our files. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

   

  HotelTonight Representative

• Initial Complaint

  Date:05/05/2025

  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.

   
  Complaint: 23286559
  
  I am rejecting this response because:
  

  That is a lie. It was not listed and your *** confirmed that. Moreover, I have used HotelTonight and have never ever paid additional charges at any hotel. I screenshot the Need to know info and I know that you lied in your response. I will continue to leave this experience on every platform to keep people from booking on your site. I have also filed a fraud claim with my bank, and will NEVER book with you again. 

  
  Sincerely,
  
  **** *****

   

   

  
  

  Business Response

  Date: 05/05/2025

  We have reviewed the facts related to the case number 23286559 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

  Business Response

  Date: 05/05/2025

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 5/5/25. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23286559
  
  I am rejecting this response because:
  It does not rectify the issue. I never used the booking and requested cancellation immediately. I demand a refund. I was told on the phone by the company HOTELTONIGHT that a waiver would get me a refund. They are liars. Their website is fraudulent and they have MANY online complaints for similar issues. I am demanding my money back. They misrepresented the offer and neglected to inform me anywhere on my original receipt of any additional charges and stated to me on the call on the day of purchase that the hotel did not list any additional charges. Their response was impersonal and lacked compassion or remorse for the money they scammed me out of. I will seek to pursue civil litigation should they continue to refuse to issue a refund.  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/18/2025

  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 had a medical emergency the night of a stay at a hotel. I asked for a refund as I did not stay and left to seek help the company is refusing to issue a refund due to a policy not listed on their website clearly when you booked the reservation.

  Business Response

  Date: 04/20/2025

  We have reviewed the facts related to the case number 23221316 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

  Date:03/29/2025

  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 am writing to formally file a complaint regarding a highly distressing experience I had with a recent hotel booking made through your platform.On 03/26/2025, I booked a hotel room via HotelTonight (Booking Reference: TM739Z). Upon arrival at the property, I was shocked to find that I was unable to check inthe hotel was completely unstaffed, locked, and appeared abandoned, despite your platform confirming the booking and charging my card in full.This left me stranded in a remote and unfamiliar area, alone, without shelter, and with no immediate transportation. I remained in this precarious situation for two hours, well past midnight, until I was finally able to arrange a ride and secure alternative accommodations at my own expense.Whats more frustrating and unacceptable is that after reporting this issue to your support team, I was informed that I would not be issued a refund for a room I was not provided. This response shows a disturbing lack of accountability and concern for customer ********* reiterate:I paid for a ********************** room that was unavailable.I was left stranded in a dangerous situation.I had to pay out-of-pocket for emergency accommodations.HotelTonight has refused to refund me for the failed booking.This experience is completely unacceptable and falls far below the standard of service that should be expected from any reputable booking platform.Please respond promptly to resolve this matter.

  Business Response

  Date: 03/30/2025

  We have reviewed the facts related to the case number 23132019 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

  Date:03/05/2025

  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.

  A "hotel room" I booked on HotelTonight was an illegal ****** converted apartment. The rooms do not have windows to the outside which is in violation of ****************************************************** codes. In addition, there was no bathroom in the room and the entire unit was surveilled with Ring cameras. I called support and they have denied responsibility despite providing a deceptive listing in the app.I use the HotelTonight app for last minute bookings and in this case got to the place very late at night after a flight. I had no alternative but to stay in a unit that is not to code and fire hazard.

  Business Response

  Date: 03/08/2025

  We have reviewed the facts related to the case number 23024967 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

  Date:02/03/2025

  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.

   
  Complaint: 22894907
  
  I am rejecting this response because: 

  ****** from hotelstonight asked to provide a receipt for additional cost incurred for lodging and I replied and sent in this document. I am again requesting a refund for cost incurred as I had to pay to lodge elsewhere at additional cost incurred including what was paid to hotelstonight. My net out of pocket to date is approximately $538 unreimbursed expenses 

   

  please issue a refund immediately 
  
  Sincerely,
  
  ****** *******

  17/2024 when it was offered, but they refused to give us a refund for the $285 for the services not rendered and lied to *********** stating they rendered services. This is illegal bait and switch to take money and not provide a service or good and lie to a banking institution during a claims investigation process also. If the money isnt returned, I will continue to voice my concerns with agencies and persons who can investigate and make recommendations and decisions.

  Business Response

  Date: 02/04/2025

  We have reviewed the facts related to the case number {******} 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

  Business Response

  Date: 02/07/2025

  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 2/5/25. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22894907
  
  I am rejecting this response because:

   

  The information provided by hotels tonight is false. They have lied to *********** claims stating I as the consumer never made complaint, denied lodging, and did not offer alternative lodging against their own policies to compensate for the loss in the contract in order to retain this payment. 
  
  
  According to page (8/10) of their own policy, I should have been provided alternative options or credits to lodge elsewhere when I contacted them about being DENIED Lodging. 
  
  
  I have previously sent documentation of my correspondence with hotels tonight on 12/13/2024, photos of rooms condition-and lack of compensation at check in when they required

  I have of payment to another merchant for cost for lodging NOT COVERED BY HOTELSTONIGHT along with phone logs and emails where hotels tonight was contacted when the incident took place although they DENIED being notified.  

  
  Hotelstonight policy also states that the reservation is non refundable ONLY IF the customer does commutate the reservation upon request and choice.
  
  
  The contract was void by the services company by not being made available, therefore no service was offered, rendered or provided.
  
  
  A refund is required and due.

   

  AS IF 12/06/2025 HOTELSTONIGHT has tried to force $285 worth of worthless credit to resolve this and I do not wish to use their services again.

  They have offered this as a private resolution to which the time has elapsed and expired on their ability to act to resolve this dispute in this manner during the period of 12/13/2024-12/16/2024. 

  I was forced to contract and pay another vendor to satisfy their void contract, therefore their agreement does not warrant me taking their offer of $285 in credit and is DENIED

   

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/04/2024

  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.

  To Whom It May Concern at the Better Business Bureau:I am writing to file a complaint against HotelTonight regarding a recent booking experience with their advertised partner, the *************************** hotel in *************. My experience with both the hotel and HotelTonights customer service was unacceptable, and I am seeking your assistance in obtaining a full refund.On November 3, 2024, I booked a room at *************************** through the HotelTonight platform, expecting a quality stay given the cost of over $500 for one night. Upon arrival at the hotel, my partner and I were met with an astonishingly small room, no larger than a closet, with a bed measuring approximately 4x5 feetnowhere near the comfortable space we anticipated based on the hotels online ************ make matters worse, the room was dirty and poorly maintained. The sheets had visible stains, and other amenities were clearly unclean, giving the impression that no preparation had been made for new guests. Despite checking in at 3 pm, we were so disturbed by the rooms condition upon returning from dinner that we decided to leave by 9:30 pm. Our stay amounted to less than 2.5 hours due to these unlivable conditions.I reached out to HotelTonight immediately, expecting they would help facilitate a refund given the misrepresentation of the hotel and the unsanitary conditions. Unfortunately, despite my efforts, their support team declined to offer compensation. This refusal is particularly disappointing, as the apps promise of quality accommodations was not upheld in any way, and my experience was drastically different from what was advertised.I feel misled by HotelTonight, and I am extremely dissatisfied with how they handled my concern. For paying such a high rate and being forced to leave due to unacceptable conditions, I believe a full refund is warranted.HotelTonight needs to be held accountable for its lack of transparency and customer support.

  Business Response

  Date: 11/04/2024

  We have reviewed the facts related to the case number 22509624 and considered the proposed ************* 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