Hotel Tonight Inc.

Our security processors flagged Mr. [redacted] account. After further review, we were unable to confirm Mr [redacted] identity by phone or email address. While unfortunate, we had to disable the customer's account. No transactions were made, and we were unable to provide him further details due to the...

fact we could not verify his identity.

Hi [redacted],
 
Thanks for reaching out. I am sorry to hear about the booking confusion. We try our best to make the booking experience as smooth as possible for our users and I am sorry to hear that you had some issues with your last booking. 
 
We have reached out to you via email in...

response to your complaint.
 
Best,

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. A full refund to my credit card was issued and this resolution suffices. Sincerely, [redacted]

Hi [redacted]
 
Thanks for reaching out. I am so sorry to hear about the trouble at check-in. We've reached out to you via email in response to your complaint. Please let us know if we can help with anything else.
 
Safe travels!

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]

Hi [redacted],Based on information received from the hotel, damage was incurred to the room. Without going into detail, unfortunately we are unable to grant a refund for your booking. If you have any questions, please reach out to the hotel directly, as this is a matter that must be resolved between you...

and them.Best regards,

Hi There, and thank you for your feedback. I'm truly sorry for the frustration you endured; we are doing everything we can to make the referral process more transparent going forward. That said, terms of each of our promos is available on the promotions screen of the app and are visible at any time...

prior to, during, or after booking. Terms of the referral program are also available on our FAQ page and in the Terms of Use, linked in the 'Share the Love' page on the app. I understand this isn't as obvious during the process as it could be and again, we're working to make that clearer in the near future. We never want to misrepresent ourselves or our promotions, so we make the terms available in multiple areas prior to booking.
Since your boyfriend's booking wasn't qualified for either the new user credit or the referral bonus back to your account, it needed to be applied manually as a courtesy to you for your frustrations. I hope that you and he are able to make use of the courtesy discounts on your respective accounts soon! Again, thank you very much for your feedback - we're taking it very seriously and will do our very best to remain transparent now and going forward. 
 
Best Regards, 
[redacted]

Hi [redacted],I'm sorry for any inconvenience you experienced booking with HotelTonight. We want to make sure your experience is flawless from start to finish. You are able to make bookings up to 7 days in advance with HT, and we list the check in dates on the search page as well as on the check...

out page of the app. Our bookings are guaranteed both to you and the hotel once you confirm the date and payment information, and unfortunately we are unable to cancel once confirmed. It looks like you booked after 2am, which is when the date rolls over. For more information, please see our FAQ page, under "How late can I book a room?": [redacted]I have added a little extra credit to your account, which can be viewed on the settings page. I hope you find it in you to give us another chance in the future. Best regards,[redacted]

Hi [redacted]
We are sorry to hear that you had issues during your last stay and apologize for 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. 
 
Safe travels!

Initial Business Response /* (1000, 16, 2015/10/06) */
Ms. [redacted] & Revdex.com,
We're sorry to hear that this hotel didn't live up to expectations. It is featured as an apartment-style property with full kitchens, etc in the hotel's profile, and it has received a 100% positive rating from other...

HotelTonight guests there, but naturally this won't be the case for every traveler. When you called in after your booking had passed, we were happy to research and see if a cancellation could be made retroactively. Sadly, this wasn't possible as the room was held overnight for the you and is non-refundable and guaranteed to both you and the hotel.
We have a 24/7 support team to help in rare cases when something goes wrong, and we can often do more in the moment to address any concerns. I urge you to give us another shot whenever you can as I'm confident that your next and every night with us will be excellent.
Again, it appears that whomever at the hotel offered to cancel and refund did not have the authorization at the hotel to do so and our efforts to make this happen regardless were unsuccessful. I apologize for any hardship, but I hope to work with you again soon.
[redacted]
Customer Experience Manager
Initial Consumer Rebuttal /* (3000, 18, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I fully understand the reason for why there was some confusion regarding the cancellation process. However, be it that the middle man in this case is the booking agent and the hotel is, by default, a client, the mistake that was made on behalf of the hotel should have been dealt with by the broker. If the broker (Hotel Tonight Inc) is unwilling to help me as a customer, there is no reason for me to ever use them again in the future as I do not trust that they will advocate for me in case of fraud, etc. Therefor, I do not accept this response a valid one if maintaining customer satisfaction is a priority. Furthermore, when I spoke with several customer service representatives at Hotel Tonight Inc., I was specifically told that my business was not that important to them, as well as stating that I could try and chase down the hotel rep myself to seek reimbursement. For future reference, I would not use or recommend Hotel Tonight Inc, as I have had better experiences with other travel brokers. I travel often, and do not need to do business where it is not valued.
Final Business Response /* (4000, 20, 2015/10/14) */
Thank you for your response. I'm truly sorry that you feel that HotelTonight didn't advocate for you in this case. We worked on your behalf with the hotel to see if a refund could be secured on this guaranteed, non-refundable booking, but sadly we weren't able to make that happen. Should there ever be a case of fraud as you mentioned, we would certainly continue the investigation to it's end as we have here.
After reviewing the calls, neither of the agents in these calls made reference to your business being unimportant, and your business is indeed very important. We at HotelTonight are truly sorry if you were left feeling otherwise. As we're not in a position to refund guaranteed, non-refundable bookings because a guest doesn't use a room that was held and paid for on their behalf, we cannot issue the refund requested. If you try HotelTonight again (and we hope you do,) please let us know in real time if you have trouble with a booking. We're much better equipped to assist in the moment than we are in the days following.
Final Consumer Response /* (4200, 22, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading your last response I understand that there will be no guarantees to the quality or security of your service. As a consumer, I find this unappealing. You have many competitors that would be willing to offer more to their customers, as well as provide better customer service. It is interesting to me that you have spent the equivalent in man power and work hours responding to me, instead of offering me any incentive to ever do business with you again. There is no reason for me to ever use your services again, nor will I recommend your services to anyone, if asked.
Despite your previous statement, I still feel wronged as a customer and feel that your policies and rules were unclear, as was your role as a broker.
If customer service is important to you, then, I believe, your response would have been more forthcoming.
Thank you.

Hello [redacted], 
 
As mentioned in the booking process and in our confirmations, each HotelTonight booking made is guaranteed to both you and to the hotel you've confirmed. To make sure things go as smoothly as possible every time, we have a team of people available to help 24/7 by phone,...

email, and chat. Since you confirmed your booking with Inn at the Waterpark, neither you nor the hotel has contacted HotelTonight to advise of the hotel's not having your booking upon arrival. The hotel however, has charged HotelTonight in full for this booking and held your room for you as guaranteed. It appears that you have also disputed this charge with your credit card company and this process is under investigation. 
My apologies for the difficulty you had at check in. As mentioned, this room was held for you and charged in full to HotelTonight. We would have gladly worked with you at the time to make sure the hotel honored your guaranteed booking without further delay had we been contacted. We'll never defraud any of our fellow travelers and I'm sorry you feel that we haven't provided the service you expected. 
Unfortunately we're not able to issue a refund for this booking as this is currently being disputed with your bank, we weren't made aware of any issues in real time (so couldn't address your concerns,) and this room was held for you in accordance with the guarantee by the hotel. 
 
Best Regards, 
[redacted]

Hi [redacted],
 
Thanks for reaching out and for your feedback. I am so sorry to hear about the disappointment and inconvenience this has caused. We have reached out to you directly via email in response to your complaint. Please let us know if we can help with anything...

else. 
 
Best,

Hey [redacted]
I am really sorry if the check-in day and time took you by surprise. We try our best to give you all the info you need in advance when you book with us. That's why we list all booking information like arrival and departure date on the summary screen again, prior to actually confirming...

your reservation as final. You may also find the individual check-in date and time listed in each hotel's profile under the "Need to know" section. Please be on the lookout for an email from us today regarding the situation, and we hope you give us another shot in the future!
Best regards,

Hi [redacted],
 
Thank you for your feedback. We are sending you an email to address your concerns today. Please let us know once that is received if there are any questions.
 
Best regards,

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: [redacted], cx manager
Contact Phone: XXXXXXXXXXX
Contact Email: [redacted]@hoteltonight.com
Hi [redacted],
We're sorry to hear about the issues you had with your account and your mother's stay. It appears that...

the account was closed per your request as you no longer had access to the email on the account and had lost your password. As a courtesy, our team transferred the courtesy credit applied to your original account to a new account that you created while working with one of our agents. That credit has since been applied to another booking, which I hope was everything you hoped for and more.
We will never disable an account based solely on a complaint, and take feedback very seriously. Your new account is still in good standing, but I'm sorry you felt slighted by the process, but please reach out to us again if you have any questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: There was ZERO damage to the room which was confirmed the morning after our first night stay. As a matter of fact cops were called and they verified there was no damage which is why there was no charges pressed nor were we charge for any so called damages. There were 3 officers on the scene who verified as well as the woman who works in the front office. This is an absolute and total fabrication.
Sincerely,
[redacted]

Dear Sirs at the Revdex.com,
 
Below I include a copy of the email that I received this morning from Hotel Tonight.
 
They say that they are doing a refund of the money that I paid for their service that I never had access to.
 
I think that this settles it, but I will be filling...

another complaint about Red Lion Hotel for the physical threat that I had from the front desk attendant through one of his associates/friends (?) that behaved like a goon, or gang member, and all of a sudden appeared from the room behind the counter.
 
Thank you very much for your support, which, I believe, was the reason that Hotel Tonight made the refund of the money to me.
 
Best regards.
 
[redacted]

Complaint: [redacted]I am rejecting this response because: They did not rectify anything. I want a refund for the money they stole from me with their deceptive app. I am sure this happens to many people and it needs to stop.Sincerely,[redacted]