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:10/22/2022

  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.

  We booked a ***** hotel using Super travel (now Snap travel). When we arrived we were horrified to find out the hotel allowed smoking inside. We stayed the first night of our reservation then realized we could not stay the rest of the time due to the cigarette smoke effecting our daughter with a hx of asthma. I asked the hotel for a refund but was told to contact the third party we booked through. I asked Snap travel to credit us what we had paid to another ********* so we could be someplace smoke free for the safety of our daughter and they told just too bad, its not refundable. We had to pay out of pocket for another hotel just to ensure her safety. We didnt even ask for a refund, just that they move the credit to another hotel and they refused.

  

  Business Response

  Date: 10/26/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6412875 at the *************** & Casino.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  Regards,
  Corporate

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18298366
  
  I am rejecting this response because: We DID reach out to the hotel directly and they told us because we booked third party, we had to go through you directly. We tried that to no avail so were forced to leave the hotel to protect our daughters health with no refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/04/2022

  Hi *******,

   

  We definitely understand your concern, and once again we are sorry to hear you are not happy with the result.

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund.
  We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.

  Thank you!

• Initial Complaint

  Date:10/19/2022

  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.

  Booked a room at ******************** on ***************** in *******, ** for the evening of September 3/checking out on September 4, and specifically booked the "signature suite" to celebrate my anniversary with my wife. The room provided was not as advertised, including without limitation because a) the room provided had literal bunk beds, and b) other patrons had already accessed the room provided -- we literally walked in to find their property in the room, walked back out due to our discomfort staying in a room with others' luggage/keys present, and were in the hallway waiting on a call back from the remotely staffed hotel to explain when they returned to similar and uncomfortable confusion as to why we had a working room key to their room. Absent a satisfactory solution, we elected to return to our home in the suburbs and did not actually stay at the hotel at all.SnapTravel has refused to consider any of the above and is instead deferring to the reservation's cancellation policy, declining to refund our money because we did not cancel in advance. But we are not requesting cancellation -- we are requesting a refund because the accommodations were not made available as advertised. Notably, SnapTravel is even now still advertising a signature suite room more expensively than the ********************* rooms, despite plainly being made aware that the "signature suite" is a bait-and-switch.

  

  Business Response

  Date: 10/26/2022

  Hi ************;,
  
  
  We are sincerely sorry to hear that you had trouble with your reservation B_5220743 at the ********************.

   

  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  
  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18247467
  
  I am rejecting this response because: I understand that your position is that you are merely the 3d party booking site and otherwise just following the policies of the underlying hotel, but I reject the premise that you don't have the actual power to refund a charge relating to a misleading reservation that was never honored, just because the hotel is mislabeling it an untimely cancellation. You can certainly do that and then attempt to recoup from the hotel yourselves, you're simply choosing not to and leaving me holding the bag.

  While I of course have taken my concerns directly to hotel management as well (among other steps to dispute the charge), the hotel is not the only entity that could choose to make this right, and your failure to do so reflects on you too, no matter whether the hotel is the origin of the problem. If you don't want the hotel to impact your reputation as a 3d party vendor, then stop taking their business and continuing to advertise rooms for them while refusing to evaluate whether their accommodations are being offered in good faith and deferring to their position in any disputes. Otherwise, I can only agree with the portion of your response that acknowledges further action regarding this complaint will occur outside of this BBB process, and reject the remainder of your hollow response.

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

  

  Business Response

  Date: 11/04/2022

  Hi *******,

  We are sincerely sorry to hear that you had trouble with your reservation and that you are not satisfied with our actions. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.Unfortunately, because we are a 3rd party website we would like to reiterate that we have to adhere with the policies governing each reservation. We do not have the ability to change or override decisions from the hotel or our travel partners.

  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18247467
  
  I am rejecting this response because: It is largely the same boilerplate response I already previously rejected for the reasons I already previously stated.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  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 booked a reservation with super travel oct 4 for a Oct 20 check in and Oct 23 check out. My booking reference is b7325469. When I called the hotel to check my reservation, they informed me that i have no reservation there.I called supertravel and asked them to provide me with the hotel confirmation number so I confirm my reservation with the hotel. They told me that it could take 3-5 business days before the hotel see my reservation. I waiting 5 business days and checked with the hotel again and still they did not have my reservation. I contacted supertravel again and they informed me that the hotel will process the reservation closer to the check in date, to not worry, and that the reservation is 100% guaranteed.Its is now Oct 19, I check into the hotel tomorrow Oct 20, and still super travel, after contacting them today, does not have the hotel confirmation number and keeps saying that the hotel has not responded to their request. I have never experienced this type of reservation system before. Super travel states that they and their processes are different from the other third party sites, hence they cannot provide a hotel confirmation right away. But if they cannot provide a hotel confirmation the day before, it doesnt seem like the processes the customer centric and leaves the customer worrying if they will have accommodation at their destination. And if the reservation is guaranteed, and the the customer is left at the destination having to book last minute accommodation, the customer will most likely have to pay more money for last minute accommodation. It has not been a good experience so far.

  

  Business Response

  Date: 10/26/2022

  Hi *******

   

  Thank you for reaching out to us about your reservation B_7325469 at the ************************, A ***************** Hotel.

   

  We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_7325469 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN).
  It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible.
  
  
  This is just to explain that, unfortunately, as a third-party we cannot control some properties can only see it internally closer to check-in versus others that can see it on their system as soon as the reservation is done.

  In this case, your reservation was confirmed correctly and the hotel staff confirmed you checked-in with no issues.

  We hope we have clarified your doubts and concerns and and look forward to having the chance to serve you in the future.

  
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