ComplaintsforBnberry

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We reserved a room through RoomPicks. Our stay was absolutely awful and the conditions of our room were deplorable. Not just dirty and holey linens and dirty facilities but actual blood on the faucet handle and a chemical smell that was nauseating. We provided pictures of all of this. It also looked nothing like the room we booked. We contacted Room Picks the day we arrived with no return contact. When we got home we contacted them again several times. We were told we were not eligible for a refund because we tried to go through them, the ******, and didn't complain directly to the property. Their customer service supposedly reached out to the owner twice before I was told to reach out directly to them. The number I was given by Room Picks to call was not in service. I then called Room Picks back to get a direct booking number and called the location directly only to be told that booking number was not valid. I called back room picks, for at least the seventh time in 3 weeks, and no one will help. They just keep telling me they will contact the property owner. Who then says we didn't complain to the correct people? Then Room Picks tells us to contact the property owner who we weren't given the correct information for, and the cycle continues. We would have been better off skipping this booking service altogether as they are not helpful nor do they seem to take any responsibility for the stay or rectify the situation. They're interested in getting your money and that is all. The customer service agents are polite and understanding but no one is actually able to help with anything. It has been a horrible experience. We keep getting told that since the property charged them, they can not do anything personally to help get a refund. If helping isn't their job, what exactly is the job of a booking company and why would anyone every use one, especially this one?

  Business response

  12/10/2023

  Hi ***,

  We are sorry to hear that you did not enjoy your stay. As much as we would like to assist further, please be advised that we are unable to find the reservation details related to your complaint. 

  Please provide additional information regarding your booking so we can check.

  Thank you

   

  Regards,

  RoomPicks

  Customer response

  12/15/2023

   
  Complaint: 20974880
  
  I am rejecting this response because:

  the reservation is under *****
  
  Sincerely,
  
  ***********************

  Customer response

  12/20/2023

  The reservation was made from ******************** by *********************

  Business response

  01/14/2024

  Hello ***,

  Once again, I am sorry your experience didnt match your expectations. Upon checking, we can confirm that your concerns have been received and noted by our team. Please be advised that we have escalated the issue several times but as per advised by the property, they have no noted of complaints during stay hence they cannot issue any refund. As per the property, they could have been given the chance to rectify the situation if there were noted issues. I hope you understand that some things are out of my control, but I will take note and make sure to improve where I can. We try to maintain the highest standards of service, but clearly that's not what happened here. I am terribly sorry to hear about your experience.

  Please be advised that we have raised your concerns again to the Management and will get back to you with further updates.

  Thank you for your patience and understanding.

   

  Regards,

  RoomPicks

   

  Customer response

  01/16/2024

   
  Complaint: 20974880
  
  I am rejecting this response because while we dont raise concern with the property owner, we raised concerns directly and immediately with you and they were unanswered. 
  
  Sincerely,
  
  ***********************

  Business response

  01/17/2024

  Hello *****,

  Good day,

  Can you please give us a week to look into this.

  Thank you

   

   

  Business response

  01/25/2024

  Hi ***,

   

  I do apologize for the delay. At this time, we are still coordinating this matter with our management. Rest assured that we will keep you posted once we have an update. I hope for your extended patience!

   

  Regards,

  Roompicks

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roompicks uses incorrect pictures to confuse its customers about unit types.We booked an unit at ****************. Our expectation was 1 bedroom unit (as illustrated by the pictures) but there was no separate bedroom. We got a studio instead. Multiple attempts to get a paid upgrade with the roompicks and the hotel were not successful - the hotel said that only roompicks can change the reservation while roompicks told us that they can't change the reservation because of the hotel (while the hotel confirmed that they have 1 bedroom units)This is an advertisments by roompicks for studio (despite the fact that the title doesn't mention room type / studio)****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Click on pictures and notice picture 6 showing a bedroom (see also my screenshot attachment)Room 7 is deceiving too as it doesn't match the real living layout (a bed and a sofa in the living)

  Business response

  10/30/2023

  Hello *******,
  We are sorry to hear that your experience did not meet your expectations. As per previous correspondence, please be advised that the unit you have booked is a studio unit. The listing clearly indicates the description of the unit booked. The exact unit is assigned upon arrival based on availability. The pictures represent the unit type, not the particular unit. The decor of the actual unit can be slightly different from the pictures. The bedding layout is guaranteed. With regards to the request for an upgrade, I hope you understand that the request to upgrade is not guaranteed and depends on availability. We totally understand your frustration over not getting an upgrade, but the property was sold out at the time. To compensate for the inconvenience and follow-**** in the hope of making you feel better and letting you know that we really care about our guests, we have sent a $50 refund as compensation.

  Thank you

  Regards,

  RoomPicks

  Customer response

  10/30/2023

   
  Complaint: 20786919
  
  I am rejecting this response because:

  - the business keeps misleading pictures on their advertisement (photo gallery in their listing - see attachment). They use 1 bedroom pictures for studio unit listings.

  - 7% discount of the total price is a very small step in the right direction but not enough
  
  Sincerely,
  
  *************************

  Business response

  11/05/2023

  Hello *******,
  Apologies, but we are unable to offer further compensation since the booking has been utilized. Also, please be advised that we have provided all the relevant information on our listing. I hope you understand that there are things that are beyond our control.
  Thannk you

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and don't want to waste my time with this business anymore.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the reservation and canceled it immediately because I found out my partner had a cold and we were not sure if it was covid or not but he did not want to go to the hospital for fear of contracting something else. The room pics decided not to give me back the money cleaning that I did not have documentation but I did not see where they had HIPAA rights to get medical information from us either and I'm requesting the full refund which my bank told me to reach out to them directly and as of today they also still declined. I am requesting a full refund of my $402 because the booking company has refunded me the $52 remaining for the booking of the reservation.

  Customer response

  09/01/2022

  
  Vrbo Logo
  Reservation confirmed
  
  Your reservation has been confirmed
  
  *************************, get ready for your trip to Osceola County, *******, ************************! You can now access your booking details and other important information about your trip.
  Travelling with a group? Invite friends and family to join your trip so they can access basic booking information whenever they need it.
  
  
  Invite friends   
  Manage your trip
  
  
  Property   
  #*******   
  
  
  Reservation ID   
  VR-138104   
  
  
  Arrive   
  Mar 4, 2022   
  
  
  Depart   
  Mar 7, 2022   
  
  
  Nights   
  3   
  
  
  Guests   
  2 adults   
  
  
  Host   
  RoomPicks by Victoria   
  
  Please note: You may be contacted by RoomPicks by Victoria regarding your reservation by email.
  
  Charges
  $134.00 x 3 nights    $402.00
  Service Fee    $57.00
  
  
  Total    $459.00
  
  
  Due on February 28, 2022    $459.00
  
  Get more peace of mind
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  $59 for $1,500 of coverage
  
  No deductible
  
  Perfect for those traveling with children, groups, or pets
  
  Add damage protection
  
  
  Cancellation policy
  Canceled bookings will not receive a refund.
  
  Navigate to the Vrbo Homepage.
  We're here to help. Visit our *********** for useful info and FAQs
  Download on the App Store.Get it on ****** Play.   
  2022 Vrbo. All rights reserved.
  Vrbo and the Vrbo logos are trademarks of Vrbo. Vrbo is located at ************************************************** 78758
  View, save or print our Terms & Conditions.
  Contact ** | Privacy Policy
  

  Business response

  09/06/2022

  Dear BBB,

  I hope this email finds you well.

  In response to the said complaint from our guest, we waited for the guest's response to provide any documentation proving that the partner, whom we are not sure was part of the reservation since it was good for 2 adult guests, had COVID. We are not in any way breaching any privacy by asking such documentation but also to relay the proof to our partner property in order to negotiate a refund. Also, listing platforms like VRBO and others no longer consider COVID as an Extenuating Circumstance to automatically get a full refund since the vaccines have come out.

  We have waited and even contacted the guest multiple times to get the documentation but we never got any responses. The guest filed a chargeback through her back but we won the case so she was not refunded by the bank as we were able to provide documentation needed to win the case. 

  Please understand that it is not our intention for our guests to have such an unfortunate experience but I would say we have given our guest ample time to provide what we needed to negotiate the refund hence we stood by the cancellation policy in order also to protect us hosts in times like this.

  We would have loved our guest to have the experience he/she deserved however, I believe we hosts also deserve the protection we got from this case. We hope for your fair consideration and may this shed light on our part as a host. Thank you and we appreciate you reaching out and getting our side. 

  Warm regards,

  April

  Customer Service Manager

  Customer response

  09/06/2022

   
  Complaint: 17810063
  
  I am rejecting this response because: I contacted them immediately and I did not have any power over my counterpart not being able to provide medical information especially since the hotel did not have any permission to get medical history from my partner and I basically canceled first thing in the morning and records indicates that the booking company refunded me their portion so the hotel needs to refund me especially since it was supposed to be a treat to myself and I was unable to attend.
  
  Sincerely,
  
  *************************

  Business response

  09/07/2022

  Dear BBB, 
  
  Thank you for relaying the gust's response. 
  
  This was a reservation way back March which was 6 months ago and we strongly believe this was already resolved and closed on our part until we heard back from you.
  
  We referred the guest to the booking platform Support team to address the issue since the guest agreed on the cancellation policy so the guest was refunded accordingly. 
  
  The guest filed a chargeback on her bank which we won the case as we were able to provide the documentations that were needed to win the case. 
  
  With all due respect, I believe we have done our part and explained our side to our guest to the best of our ability. 
  
  Appreciate the assistance. Thank you. 
  
  Warm regards,
  April
  Customer Service Manager

  Customer response

  09/08/2022

   
  Complaint: 17810063
  
  I am rejecting this response because: the business told my bank they refused to refund me due to cancellation guidelines and my bank asked me to ask them to refund the money based on the medical reason. The business has not shown any compassion unlike the booking company that was courteous to refund the booking fees. This company treated me with contempt and honestly have not tried to resolve the matter. They just maliciously closed the case in order to keep the $402 I paid. They claim this was closed 6 months ago which is incorrect because I received a chargeback on my bank account in August leading me to believe they unfairly wanted to charge and fight me for services I didnt receive.

   Thanks 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ---see attached-- Paid 1,847 for grossly misrepresented hotel property through room picks. Hotel was accommodating and said I wouldn't be charged. called room picks and they also said that I wouldn't be charged. Rebooked anther property through the same company. Was charged for both properties. I've been communicating with room picks and have been told no less than 22 times that a supervisor would call back to resolve the situation and they don't call. There call center is in the Philippines and I believe that they are trained to stall until the customer gives up. Very bad business practices bordering on fraud. I have contacted the actual property and they did not charge roompicks for my reservation which I did not actually use.

  Business response

  08/05/2021

  Business Response /* (1000, 9, 2021/07/14) */ This guest was not refunded for two reasons: 1) When reserving the reservation, the guest agreed to the cancellation policy. The cancellation policy clearly states no refund within 7 days of check in. The guest checked in, and used the services. Complained of not liking the look, and wanted a full refund. We explained the cancellation policy. 2)The next day, the customer filed a dispute with their credit card company. We then explained that the case could take up to 90 days to complete and the credit card company to make a decision. Until the credit card company made a decision, we stated very clearly we would not be refunding any money because there was an open case, and we could not risk the guest being refunded by the credit card company, so we had to wait. While waiting for a resolution to the chargeback dispute, this guest has filed a complaint with BBB. There is no basis for a complaint here, if the G wanted a speedier resolution, they should not have filed a dispute with the cc company, as the timing of that resolution is beyond our control. Consumer Response /* (3000, 11, 2021/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not Room picks refund policy but that they grossly misrepresented the property committed fraudulent activity and unfair business practices. As seen in the pictures that I submitted the front poolside of the hotel was torn off. It wasn't that I didn't like the look of the hotel it was completely unusable as depicted in the pictures, the rooms were also very dirty. I was told by a room pics and a VRBO representative that I would not be charged and I rebooked another hotel through there company. Also note worthy that the hotel was never paid from room picks so they are essentially trying to keep the entire reservation amount without paying the hotel. Also I've have documented no less than 25 calls to room picks in which the representatives in the Philippines have done nothing but lead my on that the refund would be processed. I was promised every time that I would receive a call back or an email and I never received one. They are trained to put you off till you give up and your recourse through the credit card company expires, I had no choice to file a charge back with the credit card company as Roompicks would no nothing but stonewall me. The hotel was fraudulently misrepresented and was never paid by room picks. Roompicks business practices are deplorable to say the least with outright lying (which I have documented) and stonewalling used as standard procedure. Not once was I told that my refund was denied for any reason. I've spent dozens of hours on the phone with room picks and was told every call that I would be contacted and never was. There statement to the BBB is completely false as it was months later before I went to credit card company, nothing was explained to me the next day about there refund policy other than I was promised I wouldn't be charged for the reservation which I did not use. I made two reservations used one and was charged for both, the hotel was never paid by room picks for the reservation they would be out nothing by refunding my money. These are undisputed facts of which I have overwhelming proof. Roompicks is attempting to use there refund policy to commit fraud.

*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. ↩