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Business Profile

Hotel Reservation

Hotels-Rates.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:12/26/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    1. When I called the number on the website I found in ****** for a hotel in ******* ** to make a booking, the representative on the phone misrepresented himself as the hotel booking rep while he was only a Hotel-rates employee from a call center.2. The person on the phone assured me that my booking had been confirmed and everything was ok but when I went to the hotel, the receptionist told me that that they never confirmed the booking because they were fully booked for days 3. When I called the company to ask for a full refund that said they would investigate with the hotel and get back to me but never did.There is no evidence of me checking in to the hotel since I was turned away immediately, therefore, I believe I have to be refunded immediately and not waste time in useless attempts to keep my money for a service that was never provided.

    Business Response

    Date: 01/02/2023

    Greetings,

    Please find the response below received from the department handling the guest booking. 

     

    Department Response:

    Dear Partner,

    With reference to your booking ID ********* as detailed below:

    Customer First Name: ******
    Customer Last Name: said
    Arrival: December 23, 2022
    Departure: December 24, 2022
    Hotel: ************************************************************
    City/Country or Region: ******* (**)/*************


    We hope this email finds you well.

    We have received confirmation from the property that they were not able to accommodate the guest for this booking, hence, the booking has been canceled free of charge.

    Please note that we have initiated a refund back to the original payment method. All refunds made to the original payment method *** take anywhere between 14 - 30 business days or until your next bill cycle depending on your bank's processing time.

    Please be advised that the mentioned timeframe *** vary as well according to your bank's policy and the timeframe advised does not include weekends and any general public holiday that *** be observed by your bank.

    We sincerely apologize for this inconvenience.

    Regards,
    *************************

     

    Regards,

    Hotel-Rates

    Customer Answer

    Date: 01/04/2023

    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,

    Savvas Said

Hotels-Rates.com is NOT a BBB Accredited Business.

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