HotelClub

Initial Business Response / [redacted] (1000, 10, 2014/10/07) */ Contact Name and Title: [redacted] Manager Contact Email: [redacted] I have spoken to the customer directly and resolved this with him directlyThe agent who provided the second hotel offered what was available at that time and the hotel was in fact only a minutes walk from the customers original hotel which we deem to be a close distanceRegardless of this we did try several times to get a full refund from the second hotel for the customer but the hotel refusedI spoke to the customer today and I agreed to issue him with Member Rewards to be redeemed against a future bookingWe look forward to be of service to Mr [redacted] in the future and thank him for his custom

I was having trouble getting my flight to book onlineI called the customer service # to do it that wayThe rep told me it was because [redacted] had just raised the rate from $to $He said he could book at the higher priceMeanwhile on the website the price actually went down over centsHe still claimed it was due to a [redacted] Air increaseI went to [redacted] and booked the exact same flights for $I don't appreciate the rep lying to me

Initial Business Response / [redacted] (1000, 5, 2015/10/11) */ Contact Name and Title: [redacted] CS Manager Contact Phone: +XXXXXXXXXXX Contact Email: [redacted] @hotelclub.com Hi [redacted] , As per our phone discussion, I apologize for what happened and the inconvenience you've experiencedThe refund was made the instant the booking was automatically cancelled by the system due to suspicious activity which in your case is a detectionI will definitely pass [redacted] your feedback to the team to further improve our processes regarding a cancelled booking due to fraud detectionPlease check your bank account and let me know if you've received the refund as it was processed on the 25th of September so it should be in your account alreadyIt was processed in separate refunds, one for USD and the second one for I have also credited your HotelClub account with USD to use towards any future booking and I hope that you would give us another chance Again I apologize for any inconvenience that this may have caused you Best regards, [redacted] Customer Service Manager

I stayed at [redacted] last weekIts one of the best hotelsThe service is excellentRooms are big and clean Its close all the tourist attractions Only complaint is the wifi is a bit slow to my liking

While attempting to book airline tickets with [redacted] Airlines through [redacted] .com, the website was informing me of an error when I selected the option to book my flight However, my bank account was being charged for flight reservations that were not made!!! When I contacted the [redacted] .com customer service line, they could not find my information because there was no reservation for the representatives to search for I, then had to contact my bank to release the hold that was requested by [redacted] .comI attempted to book my flight a second time the same way but on a different device thinking I'd receive a different result, but the same exact thing happened So, I decided to book my flight directly through [redacted] Airlines, which was successfulAfter I believed all was resolved, four (4) days later, my bank account showed two transactions, both of the amount of the reservations I was attempting to make through [redacted] .com I contacted [redacted] .com again to no avail because they still did not see the reservation I was attempting to make

My family travel often, I was so disappointed at [redacted] . I rented a car at Orlando airport and was $150 including tax and fee. By the end, I paid more than double!! By problem was the mileage charge. My confirmation never mention anything about mileage therefore I assumed it was unlimited since I just another booked another reservation with unlimited mileage for $160. What an insult when the rental company told me 10 miles per day are included. Yes 10 not 100 miles per days!! So next booked with caution when it comes to [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 I can confirm that this was made through [redacted] By my credit card statement Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 9, 2014/04/04) */ In terms of the complaint its self, the matter was closed directly with the customerWe issued a refund of the difference in rates between what the customer paid us and the rate that the hotel mentioned to the guest, Mr [redacted] Hotels are actually under a contractual obligation not to reveal the Net Rates/discounted rates to customers to avoid these situations and we shall also be following up with the hotel accordingly Should you require any further information please let me know and I shall be glad to assist Regards ***

Hi ***,
Can you please confirm that you made your reservation on *** or ***? As I cannot find your booking on HotelClub

Initial Business Response /* (1000, 10, 2014/08/07) */
Contact Name and Title: *** Manager
Contact Phone: +XXXXXXXXXXX
Contact Email: ***@hotelclub.com
Dear Customer/Revdex.com, At the time of booking the hotel description mentioned that Valet parking was a facility offered by
the hotel but at no stage of the booking process was it mentioned that free parking was available at this property or included in the booking itself - which was booked on a Room Only basis and this was clearly statedWe do not agree to refund the amount of $however we will contact *** *** directly to try and close this to their satisfaction
Regards
Hotelclub

I booked a hotel reservation from 12/27-in London UK *** ***) The website gave different rates that amounted to over $in difference depending upon the device I was using at that time to book the reservation The following day, when I checked using devices, simultaneously, the website gave different rates Other companies will honor the lower rate I tried to resolve this using their customer service but was only given a credit of $for future useWhich I will not be using so the credit would be moot Also, this website does not permit free cancellations, even though the hotel permits it and so does other similar websites

Absolutely horrible customer service There was a fraudulent charge on my credit card that was placed at *** When I complained to ***, they kept telling me they could not find an account or a reservation in my name I repeatedly explained that the charge was FRAUDULENT, and I did not have an account or a reservation with ***

I was having trouble getting my flight to book online. I called the customer service # to do it that way. The rep told me it was because [redacted] had just raised the rate from $88.40 to $120.00. He said he could book at the higher price. Meanwhile on the website the price actually went down over 20 cents. He still claimed it was due to a [redacted] Air increase. I went to [redacted] and booked the exact same flights for $72.00. I don't appreciate the rep lying to me.

Customer service for this company is terrible. I have booked hotel rooms through "[redacted]" roughly ten times within the last 6 months. Twice they have booked it for the wrong date, which in turn leaves me to pay for two nights. When attempting to call customer service for both instances, I have waited on hold for one hour plus with no answer. I will no longer be using them as a Hotel booking service.

Initial Business Response /* (1000, 9, 2014/04/04) */
In terms of the complaint its self, the matter was closed directly with the customer. We issued a refund of the difference in rates between what the customer paid us and the rate that the hotel mentioned to the guest, Mr [redacted]. Hotels...

are actually under a contractual obligation not to reveal the Net Rates/discounted rates to customers to avoid these situations and we shall also be following up with the hotel accordingly.
Should you require any further information please let me know and I shall be glad to assist.
Regards
[redacted]

Initial Business Response /* (1000, 5, 2015/10/11) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: +XXXXXXXXXXX
Contact Email: [redacted]@hotelclub.com
Hi [redacted],
As per our phone discussion, I apologize for what happened and the inconvenience you've experienced. The refund was...

made the instant the booking was automatically cancelled by the system due to suspicious activity which in your case is a false detection. I will definitely pass ** your feedback to the team to further improve our processes regarding a cancelled booking due to fraud detection. Please check your bank account and let me know if you've received the refund as it was processed on the 25th of September so it should be in your account already. It was processed in 2 separate refunds, one for 375.56 USD and the second one for 145.27. I have also credited your HotelClub account with 100 USD to use towards any future booking and I hope that you would give us another chance.
Again I apologize for any inconvenience that this may have caused you.
Best regards,
[redacted]
Customer Service Manager

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.
I can confirm that this was made through [redacted]. By my credit card statement
Sincerely,
[redacted]

On 12/20/2016 I reserved ground transportation through [redacted]. I tried to contact the car service prior to arrival in Rome Italy. The company did not respond to calls to two numbers or email. [redacted] did charge me for this transportation. The following day someone from [redacted] Shuttle asked for my voucher and confirmation number. After they received it they said they had no record of the reservation. I was unable to make contact with them by phone after eight attempts. I notified [redacted] customer service who advised me they were having trouble communicating with the Shuttle Service. I had to spend additional funds for ground transportation after paying [redacted] I was denied a refund from [redacted] It appears [redacted] knows nothing about the companies they promote on their web site.

Hi [redacted], Can you please confirm that you made your reservation on [redacted] or [redacted]? As I cannot find your booking on HotelClub.

Initial Business Response /* (1000, 5, 2015/10/11) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: +XXXXXXXXXXX
Contact Email: [redacted]@hotelclub.com
Hi [redacted],
As per our phone discussion, I apologize for what happened and the inconvenience you've experienced. The...

refund was made the instant the booking was automatically cancelled by the system due to suspicious activity which in your case is a false detection. I will definitely pass ** your feedback to the team to further improve our processes regarding a cancelled booking due to fraud detection. Please check your bank account and let me know if you've received the refund as it was processed on the 25th of September so it should be in your account already. It was processed in 2 separate refunds, one for 375.56 USD and the second one for 145.27. I have also credited your HotelClub account with 100 USD to use towards any future booking and I hope that you would give us another chance.
Again I apologize for any inconvenience that this may have caused you.
Best regards,
[redacted]
Customer Service Manager