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:09/12/2023

  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.

   
  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,
  
  *******************************

  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

  Date: 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

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *******************************

• Initial Complaint

  Date:09/11/2023

  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.

  On August 25th I selected the Holiday Inn Express ******************************************************************************************************* for one night on the Hotels Tonight app. After swiping to complete the transaction the app booked me at a different Holiday Inn Express 17 miles away at ****************************************************** . I immediately called Hotels tonight and explained what happened. The customer relations person cancelled the 2nd night and said she booked at the one at ************** location. Once we arrived we learned the Holiday Inn Express at the ************** address ********************************************************************** was under construction. I immediately made a call and was constantly on hold with a supervisor who said she would give me a credit of $160.00 plus a $40.00 coupon. I rejected this offer because I want the full refund for false advertisement. I have asked for a full refund as we were looking to stay by **********. Instead Hotels tonight deactivated my account after I have been a loyal customer since 2015. This is the first issue I have ever had with Hotels tonight and I want my refund back into my account that is rightly owed. Thank you.

  Business Response

  Date: 09/12/2023

  We have reviewed the facts related to the case number 20588322 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:07/30/2023

  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.

   
  Complaint: 20396745
  
  I am rejecting this response because:

  The company reached out to me in response to my complaint, and detailed some of the fine print of their promoted service. One thing they explained was that in order for me to receive the better hotel prices promoted at "Level 8," the hotels would have to voluntarily give me those lower rates, which struck me as odd. Why would the outside company pay for the benefits for their program, reward me for staying at lots of other hotels through the app which is taking a share of their profit already?

  As I stated in my complaint, I cannot personally investigate my intuition about this company's marketing program,. I suspect that my "Level 8" categorization does not have the advertised benefit versus lower level users. I am tempted to have my friend enroll and attempt the comparison myself, but that's not in the cards for my schedule right now. Maybe my next road trip. 

  I recommend using with caution. Some of the hotels on offer are filthy recently-used (minor) crime scenes. You won't get a refund for those experiences, or when they sell you a room at an overbooked hotel, you will just get a credit to use within their system. Yes, that is in the fine print. When the highly promoted "Daily Drop" stops appearing daily on your app you will also learn that it is only a fine print offer. 

  When something goes wrong at check in or with billing you will find yourself at the mercy of a "he said / she said" battle between hotel and app. 

   I recommend using with caution. Check the rates against the hotel's own rate and check reviews outside their system. Look at the other services offering "deals" in this bizarre hotel pricing market that feels a bit like playing a slot machine. 

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

  us. The capacity for an individual consumer to expose this fraud is not there. How could I collect verifiable data? So the app knows theyre safe. But it seems to me the government could easily collect data to show that the marketing is a fraud. Its a separate issue, but Ive also showed up at a hotel and found out that the app sold me a room that does not exist. Each time that happened I worked it out, either with the hotel or by calling the app, but what struck me is that each time the app blamed the hotel and the hotel blamed the app. Thats not fair to the consumer. And when Hotel Tonight acknowledges an error they still only offer credit on their site, not a discount even when they are fully in error and one has no room, or has to wait an hour or more for a room, while the mixup is sorted.In my opinion, they need to change the marketing to reflect reality. They are not offering discounts above others, nor are they offering additional discounts to higher level users

  Business Response

  Date: 07/31/2023

  We appreciate the guest's feedback. If there is a specific question they have or a specific issue they would like resolved, they can reach us at ******************************* for assistance.

   

  Respectfully,

  HT Representative

• Initial Complaint

  Date:07/24/2023

  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.

  As I am writing this complaint, I am stranded at 3:29 AM. I booked a last minute hotel for the night at 1:50 AM for 8/24/23 and would check out by 7AM for work. I specifically searched last minute hotel booking and HotelTonight came up. As I am booking the hotel room it has an option that asks whether you want a last minute hotel. So I booked the hotel with the expectation that I would be able to get in the hotel room right away. The Hotel staff said they could not let me in before 3pm in the afternoon. I called HotelTonight and customer service did not help me at all. They made one phone call to the front desk and the staff told them that HotelTonight would have to adjust the booking on their end. HotelTonight could not adjust the booking so that I could be let in earlier. In spite of this, HotelTonight did not attempt to book another hotel for me to sleep. When I asked for them to cancel the reservation since I wont be able to check into the hotel and wont have a need for the hotel until 3pm, THEY SAID NO. So now I am stranded in the streets and no money to book another hotel. I want my money back. HotelTonight is a Fraudulent business. Their website is literally called HotelTonight, which aludes you can book a last minute hotel for the night. Additionally, there is no indication that your reservation is for 3pm that day before you pay for the reservation. You are only notified AFTER receiving your email confirmation.HOTELTONIGHT REFUND MY MONEY. Its nowhere near 3pm so you guys can still refund my money. Very inhumane and unethical what you guys are doing.

  Business Response

  Date: 07/24/2023

  We have reviewed the facts related to the case number 20365368 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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:07/20/2023

  Type:Service or Repair 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.

   
  Complaint: 20348789
  
  I am rejecting this response because:

  A bit of digging on your part would have got you to the reservation. I guess maybe lots of people with the last name ******* also filed credit card disputes lately? Or perhaps things are so decentralized in your systems that its hard to find stuff. Anyhow, attached are three documents for your consideration. The booking was made by my husband, *****************************. The confirmation email with code is attached. 
  

  Another attachment shows the bottom of that same confirmation, with the need help section. We clicked on that link the same evening we were told that there would be no room for us at the hotel we had booked. The last attachment shows what happens when we clicked on that link. We tried it more than once (probably the definition of insanity as its unlikely to suddenly work the second time lol). I also scanned around the website looking for a phone number. Nada. 
  

  So, how exactly were we supposed to contact you immediately if the information to do that is missing?
  

  anyway, rant over (for now). Hopefully this info gets you what you need to access the reservation and attend to our dispute. 

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

  booking info, we tried to contact them before we arrived in *****, but had no way to do so via phone based on the information provided in the app. Ultimately HotelTonight, you are fraudulent in the way you conducted business with us, you did NOT give us the means to directly contact you until we registered a card dispute, but you use your small print to cover your bases while insuring the most relevant information from your customers. You have lost our trust and our business. Giving us our money back is the least you can do.

  Business Response

  Date: 07/20/2023

  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
  
  

  Business Response

  Date: 07/23/2023

  To locate a profile or reservation with the information provided within the complaint, please provide the email address, telephone number, account name and/or reservation code associated with this issue in your email without attachments.

   

  Thank you

   

  HT Representative

  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20348789
  
  I am rejecting this response because:

  I'm sorry- you can't see the reservation details on the attachment? How am I to fully flesh out the details of the situation when you won't look at the attachments. Please explain yourselves - FULLY!

  Name: *****************************

  Tel ************

  Reservation info/booking ID: TAMNK7

  Location: Springhill suites, Marriott ***** airport south. 

  Booking time: ****pm June 17. 

  Date of intended stay: June 17 2023. 

   

  I will be calling very soon to speed things up, since it seems whomever is responding here seemingly is attempting to stall. How else am I to read your lack of attention to key attachments which explain more of the issues here!? Can you not see them? If so, provide an email where I may send them. 

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

  Business Response

  Date: 07/25/2023

  We have reviewed the facts related to the case number 20348789 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 Answer

  Date: 07/26/2023

   
  Complaint: 20348789
  
  I am rejecting this response because:

   

  Thank you for some forward movement. Until the issue is resolved, I will not yet resolve this complaint. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/30/2023

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

  Customer Answer

  Date: 08/01/2023

  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. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service 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.

  It was 7/1/23. I booked a hotel on this website after being recommended by a friend. When i got to the hotel they didnt have my reservation and said the hotel was full. If I am paying for a service i expect that service to be rendered.

  Business Response

  Date: 07/04/2023

  We have reviewed the facts related to the case number 20269377 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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:06/23/2023

  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.

   
  Complaint: 20228291
  
  I am rejecting this response because:
  
  I paid for the hotel room twice   I was told I would get a refund   I have not gotten the refund  that is the only appropriate course of action   No more alleged communication   I am again requesting the refund I was promised and is right   Thank you 

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

  Business Response

  Date: 06/25/2023

  We have reviewed the facts related to the case number 20228291 and considered the proposed resolution.In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly 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.

  ********

  HotelTonight

  Business Response

  Date: 06/26/2023

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 6/26/23. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20228291
  
  I am rejecting this response because: I have not received a refund nor even another email regarding an incoming refund.   Next Ill take to YELP and ********  I simply Want the refund that I am due and have been told I would receive. 
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 06/26/2023

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 6/26/23. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20228291
  
  I am rejecting this response because: I was charged twice. I was told by **** on a recorded line that I would receive a refund for the first $59 charge for our one night hotel. I've been charged twice and still not seen a refund. I've attached copies of the charges with last 4 of both cards attached. Please refund $59 to card used to purchase ending in 3261!!!
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 06/26/2023

  Please reply to the email sent to the email address on file with your HotelTonight account with any documentation. In accordance with our privacy policy, we can only address this matter via the email address on file with HT.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20228291
  
  I am rejecting this response because: still no resolve and NO EMAIL has been sent to me!!
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/09/2023

  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.

  double booking, need refund on booking id ******

  Business Response

  Date: 06/20/2023

  We have reviewed the facts related to the case number 20167307 and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to their email address associated 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.

  ********

  HotelTonight