Hotelmode.com

Review: We booked two days at the [redacted] Hotel in Venice Italy for $901.74. We were billed on 2/** on my credit card and the day before the trip we confirmed the room with the hotel and everything was fine. We arrive at the hotel and the reservation was cancelled for non payment though I had the credit card receipt to show payment. The hotel billed us and Hotel Mode never forwarded over the payment to the Ca' Segrado hotel. This is unacceptable we had a special occasion and arrive with no hotel booking. We also had a junior suite with a canal view that did not exist on the reservation.Desired Settlement: To refund my credit card for the two nights from July [redacted] - July [redacted] for the $901.74 to reimburse me for my balance paid to the hotel.

Consumer

Response:

At this time, I have not been contacted by Hotelmode.com regarding complaint ID [redacted].

Sincerely,

Review: I booked a room at the [redacted] Hotel in [redacted] and pre-paid the room. When I arrived at the [redacted], I informed that my reservation had been cancelled and I was forced to pay a second time. I attempted to contact Hotelmode.com several times by both e-mail and by phone with no response. I have asked my bank and credit card to start a dispute but would also appreciate your starting a dispute as well as I have now paid twice and can not afford to wait 3-6 moths for a resolution.Desired Settlement: I want a full refund as well as I would like the difference between what I was supposed to have paid and what I actually ended up paying for my stay.

Consumer

Response:

At this time, I have not been contacted by Hotelmode.com regarding complaint ID [redacted].

I did contact my credit card company at the same time as Revdex.com and they have given me a refund, although, they state that it is temporary while they investigate.

Never heard from HotelMode in spite of repeated attempts.

At this time I don't think Revdex.com can do much more for me although I appreciate their help.

Sincerely,

Review: On June **, 2014 I booked two rooms at the [redacted], Las Vegas through hotelmode. The hotel stay was from July [redacted], 2014. Hotelmode charged my credit card $1688.96 USD. Four days prior to departing for this trip I called the [redacted] to confirm my stay and the [redacted] advised me that my reservations were cancelled by Hotelmode. I attempted to contact Hotelmode over the four days prior to departure and I was unable to get a response. I left many voice mails and emails over the four days. I had to rebook my room at the [redacted] and pay the regular hotel rates. I have not received any information back from Hotelmode and I have not received a refund for the $1688.96 USD that I paid in advance. I continue to call Hotelmode with no response.Desired Settlement: Receive a refund to my credit card (or other means) in the amount of $1688.96 USD.

Business

Response:

The cancellation of [redacted] reservation at [redacted] was due to a technical error affecting several of our customers with reservations after the July [redacted] weekend. We have issued a full credit card refund to [redacted] credit card (transaction receipt below). The normal turnaround time for his issuing bank to update the balance on his account to reflect this refund is 3-5 business days. He can use the information below to track this refund with his issuing bank directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me should Hotelmode actually issue a refund to my credit card. Only when the refund is received will I consider this matter resolved.

Sincerely,

Review: I booked the [redacted] @ Las Vegas from 6/**/14 to 6/**/14. At time of check in I was told by the [redacted] that the reservation was canceled without my knowledge. It was nearly impossible to get the [redacted] agent and Hotelmode agent to talk on the phone. I felt like I was stuck in the middle since each company blamed the other for the cancellation. In the end, Hotelmode had to book another room (additional charge on my credit card) so that the [redacted] could allow me to check in. However, Hotelmode agreed to refund my original booking charge of $857.53 since that booking was no longer valid. Well, it has been 3 weeks and after multiple phone calls and emails....still no refund! I keep getting the run around from various agents saying that the issue is being escalated and/or the supervisor has left for the day. Why do I have to keep calling back Hotelmode to get my refund? I have multiple emails from Hotelmode confirming my refund but I still have yet to receive my refund. This is just ridiculous but after reading the other complaints on Revdex.com....I AM NO LONGER SURPRISED.

BUYER/CONSUMER BEWARE IF DOING BUSINESS WITH HOTELMODE.COM!!!Desired Settlement: To get back my promised refund of $857.53.

Business

Response:

Our accounting department has been made aware of this complaint and can confirm that [redacted] is in fact owed a refund in the amount of $857.53. A refund has now been issued to the credit card used at the time of booking. In the meantime [redacted] was provided with immediate remedy when we were made aware of the problem upon check in and was in fact offered a lower rate with a $150 resort credit for this inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As of today, 9/*/2014, I have not received my refund of $857.53 which should have been originally processed on 6/**/14. Per the attachment, the HotelMode.com merchant replied on 7/*/14 to the Revdex.com complaint acknowledging that I am owed a refund of $857.53 but they been unwilling to comply with their own written terms.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Hotelmode.com regarding complaint ID [redacted].

Sincerely,