Hey [redacted] I am really sorry if the cheday and time took you by surpriseWe try our best to give you all the info you need in advance when you book with usThat's why we list all booking information like arrival and departure date on the summary screen again, prior to actually confirming your reservation as finalYou may also find the individual chedate and time listed in each hotel's profile under the "Need to know" sectionPlease 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] Thanks for your messageI am so sorry to hear about the confusionWe have reached out to you directly via emailPlease let us know if we can assist with anything else Safe travels!
Hi [redacted] Thanks for reaching outI am so sorry to hear about the trouble at check-inWe've reached out to you via email in response to your complaintPlease let us know if we can help with anything else Safe travels!
Initial Business Response / [redacted] (1000, 16, 2015/10/06) */ Ms [redacted] & Revdex.com, We're sorry to hear that this hotel didn't live up to expectationsIt 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 travelerWhen you called in after your booking had passed, we were happy to research and see if a cancellation could be made retroactivelySadly, 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/support team to help in rare cases when something goes wrong, and we can often do more in the moment to address any concernsI 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 unsuccessfulI apologize for any hardship, but I hope to work with you again soon [redacted] Customer Experience Manager Initial Consumer Rebuttal / [redacted] (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 processHowever, 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 brokerIf 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, etcTherefor, I do not accept this response a valid one if maintaining customer satisfaction is a priorityFurthermore, 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 reimbursementFor future reference, I would not use or recommend Hotel Tonight Inc, as I have had better experiences with other travel brokersI travel often, and do not need to do business where it is not valued Final Business Response / [redacted] (4000, 20, 2015/10/14) */ Thank you for your responseI'm truly sorry that you feel that HotelTonight didn't advocate for you in this caseWe 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 happenShould 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 importantWe at HotelTonight are truly sorry if you were left feeling otherwiseAs 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 requestedIf you try HotelTonight again (and we hope you do,) please let us know in real time if you have trouble with a bookingWe're much better equipped to assist in the moment than we are in the days following Final Consumer Response / [redacted] (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 serviceAs a consumer, I find this unappealingYou have many competitors that would be willing to offer more to their customers, as well as provide better customer serviceIt 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 againThere 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
Hi There, and thank you for your feedbackI'm truly sorry for the frustration you endured; we are doing everything we can to make the referral process more transparent going forwardThat 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 bookingTerms 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 appI 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 futureWe 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 frustrationsI 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] ,Based on information received from the hotel, damage was incurred to the roomWithout going into detail, unfortunately we are unable to grant a refund for your bookingIf 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 ***, Thanks for reaching out! We are so sorry to hear about the inconvenienceWe have reached out to you via email to respond to your complaintPlease let us know if we can help with anything else
Hi [redacted] , Thanks for reaching out and for your feedbackI am so sorry to hear about the disappointment and inconvenience this has causedWe have reached out to you directly via email in response to your complaintPlease let us know if we can help with anything else Best,
Complaint: [redacted] I am rejecting this response because: They did not rectify anythingI want a refund for the money they stole from me with their deceptive appI am sure this happens to many people and it needs to stop.Sincerely, [redacted]
Hi ***, Thanks for reaching outI am sorry to hear about the booking confusionWe 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,
Initial Business Response / [redacted] (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 stayIt 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 passwordAs 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 agentsThat 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 seriouslyYour 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 / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 confirmedTo make sure things go as smoothly as possible every time, we have a team of people available to help 24/by phone, email, and chatSince 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 arrivalThe hotel however, has charged HotelTonight in full for this booking and held your room for you as guaranteedIt 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 inAs mentioned, this room was held for you and charged in full to HotelTonightWe would have gladly worked with you at the time to make sure the hotel honored your guaranteed booking without further delay had we been contactedWe'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]
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] ***
Our security processors flagged Mr [redacted] accountAfter further review, we were unable to confirm Mr [redacted] identity by phone or email addressWhile unfortunate, we had to disable the customer's accountNo transactions were made, and we were unable to provide him further details due to the fact we could not verify his identity
Complaint: [redacted] I am rejecting this response because: There was ZERO damage to the room which was confirmed the morning after our first night stayAs 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 damagesThere were officers on the scene who verified as well as the woman who works in the front officeThis is an absolute and total fabrication Sincerely, [redacted] ***
Hi [redacted] ,I'm sorry for any inconvenience you experienced booking with HotelTonightWe want to make sure your experience is flawless from start to finishYou are able to make bookings up to 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 appOur 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 confirmedIt looks like you booked after 2am, which is when the date rolls overFor 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 pageI hope you find it in you to give us another chance in the futureBest regards,***
Hey [redacted] I am really sorry if the cheday and time took you by surpriseWe try our best to give you all the info you need in advance when you book with usThat's why we list all booking information like arrival and departure date on the summary screen again, prior to actually confirming your reservation as finalYou may also find the individual chedate and time listed in each hotel's profile under the "Need to know" sectionPlease 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] Thanks for your messageI am so sorry to hear about the confusionWe have reached out to you directly via emailPlease let us know if we can assist with anything else Safe travels!
Hi [redacted] Thanks for reaching outI am so sorry to hear about the trouble at check-inWe've reached out to you via email in response to your complaintPlease let us know if we can help with anything else Safe travels!
Initial Business Response / [redacted] (1000, 16, 2015/10/06) */ Ms [redacted] & Revdex.com, We're sorry to hear that this hotel didn't live up to expectationsIt 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 travelerWhen you called in after your booking had passed, we were happy to research and see if a cancellation could be made retroactivelySadly, 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/support team to help in rare cases when something goes wrong, and we can often do more in the moment to address any concernsI 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 unsuccessfulI apologize for any hardship, but I hope to work with you again soon [redacted] Customer Experience Manager Initial Consumer Rebuttal / [redacted] (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 processHowever, 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 brokerIf 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, etcTherefor, I do not accept this response a valid one if maintaining customer satisfaction is a priorityFurthermore, 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 reimbursementFor future reference, I would not use or recommend Hotel Tonight Inc, as I have had better experiences with other travel brokersI travel often, and do not need to do business where it is not valued Final Business Response / [redacted] (4000, 20, 2015/10/14) */ Thank you for your responseI'm truly sorry that you feel that HotelTonight didn't advocate for you in this caseWe 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 happenShould 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 importantWe at HotelTonight are truly sorry if you were left feeling otherwiseAs 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 requestedIf you try HotelTonight again (and we hope you do,) please let us know in real time if you have trouble with a bookingWe're much better equipped to assist in the moment than we are in the days following Final Consumer Response / [redacted] (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 serviceAs a consumer, I find this unappealingYou have many competitors that would be willing to offer more to their customers, as well as provide better customer serviceIt 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 againThere 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
Hi There, and thank you for your feedbackI'm truly sorry for the frustration you endured; we are doing everything we can to make the referral process more transparent going forwardThat 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 bookingTerms 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 appI 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 futureWe 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 frustrationsI 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] ,Based on information received from the hotel, damage was incurred to the roomWithout going into detail, unfortunately we are unable to grant a refund for your bookingIf 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 ***, Thanks for reaching out! We are so sorry to hear about the inconvenienceWe have reached out to you via email to respond to your complaintPlease let us know if we can help with anything else
Hi [redacted] , Thanks for reaching out and for your feedbackI am so sorry to hear about the disappointment and inconvenience this has causedWe have reached out to you directly via email in response to your complaintPlease let us know if we can help with anything else Best,
Complaint: [redacted] I am rejecting this response because: They did not rectify anythingI want a refund for the money they stole from me with their deceptive appI am sure this happens to many people and it needs to stop.Sincerely, [redacted]
Hi ***, Thanks for reaching outI am sorry to hear about the booking confusionWe 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,
Initial Business Response / [redacted] (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 stayIt 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 passwordAs 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 agentsThat 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 seriouslyYour 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 / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 confirmedTo make sure things go as smoothly as possible every time, we have a team of people available to help 24/by phone, email, and chatSince 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 arrivalThe hotel however, has charged HotelTonight in full for this booking and held your room for you as guaranteedIt 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 inAs mentioned, this room was held for you and charged in full to HotelTonightWe would have gladly worked with you at the time to make sure the hotel honored your guaranteed booking without further delay had we been contactedWe'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]
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] ***
Our security processors flagged Mr [redacted] accountAfter further review, we were unable to confirm Mr [redacted] identity by phone or email addressWhile unfortunate, we had to disable the customer's accountNo transactions were made, and we were unable to provide him further details due to the fact we could not verify his identity
Complaint: [redacted] I am rejecting this response because: There was ZERO damage to the room which was confirmed the morning after our first night stayAs 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 damagesThere were officers on the scene who verified as well as the woman who works in the front officeThis is an absolute and total fabrication Sincerely, [redacted] ***
Hi [redacted] ,I'm sorry for any inconvenience you experienced booking with HotelTonightWe want to make sure your experience is flawless from start to finishYou are able to make bookings up to 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 appOur 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 confirmedIt looks like you booked after 2am, which is when the date rolls overFor 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 pageI hope you find it in you to give us another chance in the futureBest regards,***