Hotel Tonight Inc.

Initial Business Response /* (1000, 5, 2015/04/29) */
Hi,
We will not accept customer's desired resolution due to the following reasons:
The user claims HotelTonight has improperly taken all of his credits away and suspended his HotelTonight account
The user has contacted us regarding this
issue and we have already acknowledged the user that his account was disabled as it violated our terms of use (see Email History)
The user has violated our Terms of UseThe Terms of Use are displayed to the customer on the same screen view as the checkout screen or within the sequence of the app accessed by the user during the checkout processHotelTonight clearly communicates its Term of Use (https://www.hoteltonight.com/faq) to our user"Referral policy: Consistent with our Terms of Use, your personal invite code may only be used for personal and non-commercial purposesFeel free to share your invite code with your friends via email, Twitter, Facebook, personal blogs, etcwhere you are the primary content ownerHowever, you cannot distribute your invite code on sites where you are a contributor but not the primary content owner (e.g., Wikipedia, coupon websites) and you cannot promote your invite code via Search Engine Marketing (e.g., AdWords/Yahoo/Bing)If you break any of these rules, the HotelTonight Grinch may take all of your credits away and/or suspend your account."
We have proof (see Proof of Violation) that this user has violated our Terms of Use by promoting his invite code on Google Adwords
Thanks,
HotelTonight
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I reach a certain level of credit, it seems like Hotel Tonight fabricated or took an ad to violate the terms & conditions for meThat seems like an illegal act and needs to be reviewed

Hello & thanks for reaching outAfter looking into your account, it appears that the booking *** was refunded on the 17th when you spoke with one of our agents about the concerns you had with booking the wrong dateWhile we don't have any known issues regarding the date selector, we'll be
reviewing the situation you called about as well going forward to make sure this isn't a problem with the app itself

Complaint* ***
I am rejecting this response because:"Hotel Tonight" implies a hotel THAT SAME NIGHTYour advertising does not make this clear.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
This case is still under investigation by the HotelTonight Customer Experience teamWe do advise in the booking process that all rooms booked are guaranteed, non-refundable, and will require a credit card for deposit upon check in, but we are
still looking into the possibility of a cancellation despite these policies as a courtesy to the guestHotelTonight cannot yet confirm any refund in this case
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's no policy regarding transferable hotel/room assignments or creditsI requested the representatives to transfer my payment to a near by hotel which doesn't require a deposit; he agreed, but I never heard back from himI had to sleep in my car during the winter after paying $for a warm room and bedI would like someone from Hoteltonight to either refund my payment or credit my account
Final Business Response /* (4000, 9, 2016/01/14) */
Thank you for submitting more feedback about your experience, ***While we do advise that each booking is guaranteed, non-cancelable and nonrefundable during the booking process, we did research this internally and with our hotel partner to see if an exception could be madeSadly, this wasn't possible because your room was held at the property as guaranteed
Since our last communication, this charge was disputed through your credit card issuerWith this new development, we're sadly unable to support this booking and cannot issue a refund or any additional compensation as this dispute case is being processed
Regards,
*** J
HotelTonight

Mr***, I am sorry for any inconvenience that occurred during your stayUnfortunately, this issue is out of our hands, and is a dispute you have directly with the hotelPlease contact the hotel for a resolution. Best regards,

Hi Mr ***,
Please accept our apologies for the confusionWhile we do offer hotels for same night booking, our cutoff time is indeed 2amWe strive for every guest experience to be pleasing, and we're sorry we missed the mark this timePlease check your email for additional
correspondence from usWe hope you give us another chance to wow you in the futurePlease remember to note the check in and out dates and times during the booking processFor more information, please visit our FAQ page at: *** , under the section "How late can I book a room." We will evaluate if it can be made more clear on the app
Thank you!

Hi ***,
Thanks for your messageWe are sorry to hear about the inconvenience you've experiencedWe have reached out to you via email in response to your complaint - please let us know if we can assist with anything else.
Safe travels!

Hi ***,
Thanks for your replyPlease refer to the email which was sent to you on 10/25/2017.
Best,

Revdex.com: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 so much for an easy and quick resolution to this matter. Sincerely, *** ***

Hi ***,
We are sorry to hear that your recent experience with us wasn't greatWe have reached out to you via email to follow up on your complaintPlease let us know if we can help with anything elseSafe travels!

Hello - the business finally responded to me over the weekend and we resolved the issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to meThe representative addressing the matter was professional and extended a courtesy refund, which is all I ever wanted and I look forward to giving the business's product again in the near future, hopefully with better results.Sincerely, *** ***

Complaint: ***I am rejecting this response because:
*** *** *** *** *** *** *** *** ** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ** *** *** ** *** *** *** ** *** *** *** *** ** *** ** ** *** *** ** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** ** *** * *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** ** * *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** ** *** ** *** ** *** ** *** *** ** *** * *** ** *** *** *** *** *** *** *** *** ** ** ** *** *** *** ** *** *** *** *** *** *** ** * *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** * *** ** *** *** ** *** *** *** *** *** *** *** *** *** ** * *** *** ** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** * ** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** ** *** ** *** *** *** *** ** *** ** *** ** *** * *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** ** *** ** *** *** *** ** * *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** * ** *** *** *** ** * *** * *** *** ** *** *** *** * *** *** *** ** *** *** *** *** ** *** *** *** * *** ** *** *** *** ** *** ** *** *** * *** ** *** ** *** * *** *** * *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** ** *** ** *** *** ** *** *** *** ** *** ** *** *** *** ** *** *** *** * *** *** *** *** *** *** ** * *** *** *** *** ** *** ** ** *** *** ** *** *** * *** ** *** *** *** * *** *** ** *** *** *** *** *** *** ** *** *** ** *** * *** ** *** *** *** *** ** *** *** *** *** *** *** ** *** *** ** *** *** ** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** * ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ***

Hi ***,
I am so sorry to hear about the inconvenienceWe have reached out to you via emailPlease let us know if we can help with anything else
Safe travels!

Hi [redacted] Thanks for reaching out. I am truly sorry to hear about the trouble you've experienced with your last booking and the inconvenience this has caused. We have reached out to you via email in response to your complaint. Please let us know if we can help with anything...

else.  [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hi Evan,
 
Thanks for booking with HotelTonight. I am very sorry to hear about the confusion around the cancellation request when you called our support team. We have reached out to you via email in response to your complaint. 
 
Safe travels!

Hi [redacted]
 
Thanks for your message. I am so sorry to hear about the confusion. We have reached out to you directly via email. Please let us know if we can assist with anything else. 
 
Safe travels!

Hi [redacted],
 
Thanks for reaching out! We are so sorry to hear about the inconvenience. We have reached out to you via email to respond to your complaint. Please let us know if we can help with anything else.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]