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Snaptravel

18 Bartol St, San Francisco, California, United States, 94133-4501

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Snaptravel Reviews (%countItem)

My husband and I booked a room at the Bellagio hotel in March. I booked it under his name with my card. Apparently, when my husband when to go check in, they wouldn’t allow it because the card wasn’t on his name (even though the room was in his) So they kept the same reservation but put a different card on file. I didn’t think much of it at the time however, I was looking at our credit card statements and we both got charged for the one reservation. I have tried multiple times to get in contact with Snaptravel. I keep getting the run around. When you request to speak to a manager or supervisor there is no one available. Snaptravel has the WORSE customer service. They don’t even have contact number anywhere on their page. They do not care about their customers. I have never been treated this badly by a business. They refuse to refund my double charge!

I booked a 1 night stay at *** By *** in Monahans, TX for March 22-23, 2020 for 100.26. Due to a Coronavirus-related travel issues, I notified SnapTravel so they could cancel the reservation and process a refund of either money or hotel credits based on their Corona virus cancellation policy ( stated on their website). They initially told me they would contact me with a credit within 5-15 days ( see following email);

Thank you for submitting your request.
Your request for Snaptravel Confirmation *** has been recorded, and we are working on it diligently.
Please keep in mind that It can take 5-15 days to process these requests.
Our phone and chat wait times are currently very high, so your patience and understanding is
appreciated.
We will get back in touch via email with updates on your request.

On 4/28/20 @ 6:21pm, they notified me they issued a credit of 100.26 to my account for immediate use, but upon reviewing me account there are no credits available.

Snaptravel Response • May 04, 2020

We're very sorry for the troubles caused. Please note that we've negotiated with our partner and the hotel but they rejected a refund. As a third party booking company, we can not issue a refund unless it is approved by our travel partner. This is a policy upheld by our partner, and we are not able to make any modifications. After multiple rounds of negotiations, our partner was unwilling to amend the non-refundable nature of the booking. Therefore, we are not be able to grant a refund.Sorry for the tough news. Regards,Snaptravel Operations

Snaptravel Response • May 22, 2020

Hi ***,

We sent an email to ***@gmail.com on April 28th, explaining the glitch in our system and the mistake of the credits. As a third party booking company, we can not issue a refund unless it is approved by our travel partner. This is a policy upheld by our partner, and we are not able to make any modifications. Without the hotel documentation provided, we are unable to help you and negotiate on your behalf.Regards,Snaptravel Operations

Customer Response • May 31, 2020

Complaint: ***

I am rejecting this response because:

I have not received any email regarding the alleged "glitch" about the credit, please send me a copy of the email including headers for verification.

Also, my credit card statement clearly shows Snaptravel as the merchant of record, therefore provide me with proof you have provided the services promised. I also request all documentation regarding the negotiation of the refund on my behalf.

As of May 31, 2020 , Snap travel has still not provided the credits it has promised nor has it provided anything else other than excuses to relinquish its financial and ethical obligations to its customer. I look forward to you response.

Sincerely

Booked hotel stay in Las Vegas in January 2020 for stay on March 18-22, 2020. Contacted Snap Travel on 3/11/2020 to cancel and was told I needed proof from our hotel of no cancellation fee in order to be reimbursed. Sent information directly from hotel to Snap Travel proving not fees to cancel. Heard nothing back from Snap Travel. On 3/20/2020 asked to fill out a form for refund and attach all documents on from hotel. That was submitted. On 4/4/2020 received email saying they are still working on refunds. Now they won’t answer any emails and are unavailable for calls or chats. There is no reason that our hotel reservation should not be refunded. Reservation confirmation # was

Snaptravel Response • May 04, 2020

Thank you for your response. You are welcome to submit hotel documentation to help us negotiate on your behalf. We’ve reviewed your documentation and unfortunately it is ineligible.Should you choose to do so, written approval must be from a hotel's general manager or reservation department and include:

Your name, checkin and checkout datesConfirmation that the booking has been cancelled free of charge with no other penalties A statement that the booking can be refunded in fullName, signature and contact information of the approving partyAny general documentation (e.g., hotel policies posted online) will not be accepted as we are a third party booking site and subject to different rules with our hotel and travel partners. Thank you for understanding.Regards,Snaptravel OperationsTell us why here...

Customer Response • May 05, 2020

Complaint: ***

I am rejecting this response because: We have already submitted proof that the hotel will not charge cancellation fees. The Aria hotel said that SnapTravel booked it through Expedia and we personally could not cancel this hotel, Snaptravel had to call them to cancel. I sincerely feel like we have been given the run around by SnapTravel. The hotel will not let us do anything directly and SnapTravel did not do it on our behalf and now they won’t give us a refund on a trip that could not be taken because of the pandemic. I am attaching a screenshot of the email from the Hotel Aria saying they are not charging cancellation fees and SnapTravel/Expedia needs to contact them but we couldn’t personally do it. SnapTrave did not do as promised.

SnapTravel confirmation: ***

name: ***

travel Dates: 3/18-3/22/19

Sincerely

Snaptravel Response • May 08, 2020

Thank you for your response. We’ve reviewed your documentation and unfortunately it is ineligible, the email does not state it was cancelled free of charge and other criteria as listed below. As a reminder, to qualify, written approval must be from a hotel's general manager or reservation department and include:Your name, checkin and checkout datesConfirmation that the booking has been cancelled free of charge with no other penalties A statement that the booking can be refunded in fullName, signature and contact information of the approving partyAny general documentation (e.g., hotel policies posted online) will not be accepted as we are a third party booking site and subject to different rules with our hotel and travel partners.Thank you for understanding.Regards,Snaptravel Operations

On March 27th I booked a room for 3 days I paid snap travel once I arrived at the hotel I was told by the manager the hotel isnt taking any guest due to not having housekeeping and rooms not being cleaned due to the coronavirus. That I'll have to get a refund from snaptravel. I called snaptravel I was told to filed a form for a refund which I did I called many times after I was told it can take up to 2 weeks then I was told 30 days. It's now 31 days I called I was told I have to email cooperate. They're giving me the run around I just want my money.

Snaptravel Response • May 05, 2020

Hi ***,We're so very sorry for the delay! We’ve since processed your full cash refund and it will show up on your account in 3-5 business days depending on your bank. We appreciate your patience in this matter. Regards,Snaptravel Operations

I was unable to make it to the hotel booked through this travel agency because of Covid-19. I was contacted by the hotel informing me I was being offered a refund but since I booked through a 3rd party I would have to contact them. I tried many times to contacted them and I only got automated responses or agents telling me that it will take a month to respond. I have waited over a month and no response. I again contacted them about it today and they said they would respond in 30 days.

Snaptravel Response • May 04, 2020

Hi ***,Thank you for your continued patience.We wanted to provide an update and let you know that we are still working on your cancellation request. We are working hard to process your case as quickly as possible, unfortunately, we have not yet received a final decision from our partners in regards to your booking. To negotiate compensation, we are coordinating with both the hotel and our other partners. COVID-19 has caused major disruptions to our partners' business operations, causing this process to take longer than the original 30 business day estimate. We appreciate your understanding.While we continue to work on your case, please do not submit additional cancellation requests via the form as this will not expedite the process on your original ticket. Our team is working around the clock and will be in touch as soon as we have an update for you.Regards,Snaptravel Operations*Please do not reply to this email, as responses will not be monitored.Tell us why here...

Snaptravel Response • May 08, 2020

Hi ***,Thank you for your continued patience. We wanted to provide an update and let you know that we are still working on your cancellation request. We are working hard to process your case as quickly as possible, unfortunately, we have not yet received a final decision from our partners in regards to your booking. To negotiate compensation, we are coordinating with both the hotel and our other partners. COVID-19 has caused major disruptions to our partners' business operations, causing this process to take longer than the original 30 business day estimate. We appreciate your understanding. While we continue to work on your case, please do not submit additional cancellation requests via the form as this will not expedite the process on your original ticket. Our team is working around the clock and will be in touch as soon as we have an update for you.

Regards,Snaptravel Operations

Customer Response • May 12, 2020

Complaint: ***

I am rejecting this response because:
that is not a resolution. Your company is not handling this situation professionally.
Sincerely

I originally made a reservation via SNAPTRAVEL for a stay in Las Vegas, which was non refundable. When all those were cancelled, I received "Snaptravel Credits" for future travel. When I tried booking another hotel stay, WITH my credits, I am required to pay the full amount and await a "refund of my credits" to my account. In other words, I can never USE my credits as they just require me to pay the full amount, and reissue the same amount of "travelcredits" So I book a new stay using "my credits" then am asked to pay the full amount of the reservation while awaiting a "refund of my credits" back to my account. This clearly indicates that I will forever be unable to use my credits and they have as such stolen my original payment. Every attempt at contacting customer service via facebook messenger is either an autobot response or a wall of standard answers.

Snaptravel Response • May 04, 2020

Hi there, if we issue credits you should be able to use them, we apologize if one of our agents misinformed you. Can you please send us your booking confirmation number so that we can take a look into this?

Thank you,

Corporate

Customer Response • May 08, 2020

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. I will try to make another booking with the assumption that I can use my credits.

Sincerely

To start with, Revdex.com needs to start including customer reviews in their ratings. I checked this company before I used them and just saw that they had an "A+". I now realize that customer reviews aren't included in ratings. Snaptravel has 1 star (the lowest you have the option of giving them) from consumers but somehow has an A+? They deserve an F. I wouldn't wish dealing with this company on my worst enemy. After weeks of giving me the run-around about whether or not I would be able to receive a credit for my honeymoon, they emailed me tonight and said the hotel is closed and therefore the booking had been canceled with no refund. Their pathetic excuse for customer service offered infuriating platitudes like "I understand this in inconvenient." Inconvenient is not the word for this disgusting robbery their company is committing against individuals who are already suffering severely! I'm sickened that I ever gave this company my money. I hope they go out of business and their executives have to pay severely for their greed! Please don't give this company 1 penny of your hard earned money!

I booked a hotel room through Snap Travel. The hotel offered to give us our money back after cancellation due to COVID-19 in early March and within refund period and we sent the documentation in writing to Snap Travel; however, Snap Travel refused to give us the refund. After seven weeks of waiting, they have instead given us a credit for 800 USD.

Snaptravel Response • May 01, 2020

Hi *** and ***, Your booking was fully refundable until March 9th but the earliest record I have of you reaching out to cancel was by phone on March 16th. I have attached your voucher that states the fully refundable policy regarding your booking. While we appreciate your concern here, this policy is in place because we have different accounting policies than a hotel. While a hotel is able to refund bookings made directly through them, we have a partner in between us and the hotel. Since our partner has not refunded us, we are not able to pass a cash refund onto you. We recognize that these are unprecedented times and that is why we are issuing credits for the full booking value, even though it was non-refundable. These credits can be used at any Snaptravel hotel within the next year. I understand your frustration, but this policy was clearly stated on the form and is in line with industry standards for non refundable bookings.Regards,Snaptravel Operations

I booked a hotel through Snap Travel for a Holiday Inn in Montreal right as COVID 19 hit and traveling internationally was banned. I contacted my flights (separate) and they refunded me the money no questions asked. I tried to get a refund for my hotel through snap travel and I have been getting the run around for over a month. I filed my first claim and got an email back saying that they needed to negotiate with the hotel and it would take at least 10 business days...then I got another email saying it needed longer. I wound up calling the hotel myself and they had zero issue cancelling the reservation, as a matter a fact they even emailed me a cancellation confirmation to send them which I did. I resubmitted my request with the desired documentation and just got an email saying that it was received and being reviewed once again. Throughout this process I talked to a "customer service" agent and he insisted that "there was action taken on my request" and I should be getting the refund within the week or the following because they go by business days. Another week or 2 passed, nothing, then I got an email saying that my request was denied. I called again, this is now the third time and he told me that he was not able to see any information now on my case (ironically) and told me I had to call corporate but he wouldn't give me a way to call them other than t reply to a previous email. I then replied to an old email, I was told my FIRST request was denied and the second was going for review, same thing I heard the first time and that I needed to resend the cancellation confirmation that I obtained DIRECTLY from the hotel that I had already sent and I told corporate there was no need to negotiate I already did it. All I want is my money refunded. My reservation number is # *** for the total amount of $428.56 refunded back to my card.

Snaptravel Response • May 04, 2020

Hi ***,

Thank you for your continued patience.We wanted to provide an update and let you know that we are still working on your cancellation request. We are working hard to process your case as quickly as possible, unfortunately, we have not yet received a final decision from our partners in regards to your booking. To negotiate compensation, we are coordinating with both the hotel and our other partners. COVID-19 has caused major disruptions to our partners' business operations, causing this process to take longer than the original 30 business day estimate. We appreciate your understanding.While we continue to work on your case, please do not submit additional cancellation requests via the form as this will not expedite the process on your original ticket. Our team is working around the clock and will be in touch as soon as we have an update for you.

We just wanted to let you know that the documentation you sent does not state if it was cancelled free of charge or you were being refunded, as such it does not help us in our negotiations.

Regards,Snaptravel Operations

Customer Response • May 06, 2020

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 only IF they follow through on keeping me informed of the process. I am not sure who their partners are which is odd to me and I am fairly certain the hotel has not charged. I will give this at the most 2 more weeks at the most to be resolved.

Sincerely

I booked a non-refundable room for a weekend trip (April 24-26, 2020) to New Orleans, La because I had no intentions of canceling my trip when I booked the room which was prior to the COVID pandemic. The governor of Louisiana ordered a Stay at Home order through April 30, 2020. I contacted the company multiple times about a full refund (not Snaptravel credits) for my reservation because of the governor's order as well as the rapid increase of COVID cases occurring in New Orleans. I reached out to hotel management asking if my hotel reservation would be fully refundable with no additional charges and/or penalties waived because I booked a 'non-refundable' room and management stated my reservation was cancelled with all penalties being waived and they will not be billing Snaptravel for my room.

Snaptravel Response • May 01, 2020

Hi ***, thank you for your response. You are welcome to submit hotel documentation to help us negotiate on your behalf. Should you choose to do so, written approval must be from a hotel's general manager or reservation department.Any general documentation (e.g., hotel policies posted online) will not be accepted as we are a third party booking site and subject to different rules with our hotel and travel partners. Thank you for understanding.Regards,Snaptravel Operations

Like many folks, my travel plans (#B_149370) were disrupted by coronavirus and the hotel I planned on staying at was closed. As a result, the hotel confirmed in writing that they approved a refund of my otherwise non-refundable room charge, but Snaptravel is only willing to provide a credit for future travel rather than a refund of my money. I reached out to Snaptravel to explore options, but can’t seem to reach an actual human over the phone or online chat. Snaptravel - Please help me understand why you should keep money for a reservation that you were not capable of fulfilling since the hotel was closed, and the hotel confirmed that they refunded the money?

These people STOLE my money!
Snaptravel received a full refund from Holiday Inn for a cancellation due to the Coronovirus pandemic,
(a locked down Nursing Home, my mother-in-laws 92nd birthday).
THEY WON'T GIVE ME THE MONEY HOLIDAY INN GAVE TO THEM FOR MY REFUND!

THIEVES!

Call me Snaptravel. I dare you.

Steve Lott
Vancleave,MS

I made a reservation with SnapTravel for a March 27th check in. I followed their instructions for a cancelation due to the coronavirus pandemic and submitted my cancelation on March 16 2020. I was emailed by SnapTravel on 4/4/2020 stating that they were still working on my reservation. I then received an emai; today 04/22/2020 stating that travel partner took the money and they were therefore unable to credit me. I then reached out again asking for someone to contatct me so we could sort this out and recived an email stating my request was ineligible due to being past my booked stay. The company has disabled their contact feature which lets you message a live agent, and has no phone number listed.

Snaptravel Response • May 01, 2020

Hello ***,As a third party booking company, we can not issue a refund unless it is approved by our travel partner. This is a policy upheld by our partner, and we are not able to make any modifications. After multiple rounds of negotiations, our partner was unwilling to amend the non-refundable nature of the booking. Therefore, we are not be able to grant a refund.Sorry for the tough news. Regards,Snaptravel Operations

Customer Response • May 03, 2020

Complaint: ***

I am rejecting this response because: I asked to be contacted through phone ***. This is the same auto response I keep receiving from them. I am going to dispute the charge with my bank. My money was taken when services could not be rendered due to the hotel being closed due to the coronavirus. If the company would like to contact me then I’m still willing to accept their call.

Sincerely

Snaptravel Response • May 08, 2020

Thank you for your response. You are welcome to submit hotel documentation to help us negotiate on your behalf. Should you choose to do so, written approval must be from a hotel's general manager or reservation department and include:Your name, checkin and checkout datesConfirmation that the booking has been cancelled free of charge with no other penalties A statement that the booking can be refunded in fullName, signature and contact information of the approving partyAny general documentation (e.g., hotel policies posted online) will not be accepted as we are a third party booking site and subject to different rules with our hotel and travel partners. Thank you for understanding.Regards,Snaptravel Operations

Do not, under any circumstances, book through Snaptravel. I genuinely wish I had come to the Revdex.com site for their business before booking, because it has been a month of them holding my money hostage.

I booked a reservation through your site for a one night stay at the *** Downtown Salt Lake City for March 14-15. Due to COVID-19, my travel plans changed and I reached out via phone on either the 11th or 12th of March. I was informed by the CSR that I would need to receive confirmation from the hotel that they were willing to issue a refund in order for the refund to be processed on your end. At this time, I was told to get that confirmation from the hotel and that would be the end of it. I would like to point out that no one at this time, nor in any of the conversations afterward (until the one on Messenger 3/21), did anyone tell me to complete the COVID-19 adjustment form on your website.

I reached out to the hotel and the desk agent moved my reservation date to August in order to give us more time to make any necessary adjustments. The Director of Operations at the hotel honored the refund and reached out to Snaptravel and was told I would need to contact you guys in order to receive the refund. I reached out to Snaptravel on 3/21 to pass along the information and to secure the refund. Agent *** told me that I needed to provide the documentation so I did. She then told me to submit the COVID form, because it would help us to reach a resolution more quickly.

I submitted the form and let *** know and asked what the next steps were. She told me "not to worry if your check-in date passes within that time, as we will continue to negotiate on your behalf". I was told that a resolution would be reached within 5-15 business days (which then turned into 30 business days when I reached out again on 4/13)

Regardless of how long it took to process the claim, I was told by *** that it wouldn't be an issue that the check-in date had passed. I received an email from this address last night, 4/21, saying that my booking would not be eligible for the modified cancellation policy because the request was submitted after the check-in date. Needless to say, I am furious.

I spoke to several CSRs in the days before the original check-in date and not one of them advised me to fill out the cancellation request form online. I'm sure you can check the records tied to the reservation to see how many people I contacted trying to figure out how to get this taken care of. That said, perhaps if someone had told me the first time, the request would have been completed before the check-in date. Also, due to the fact that the hotel switched my cancellation date to August, I am confused by the fact that my request was denied due to that date having passed.

I am extremely tired of being given the run-around by your organization and I'm not sure what else I can do in order to reach a resolution that I find satisfactory. I do want to add that Irish, who I spoke with on the phone last night, was the most kind and helpful person I have spoken at Snaptravel so far. She is the only one who treated me like an actual human and not a complete it or just another reservation number. I would like to pass along my thanks to her for her help.

At this point, I want to be done with the whole situation - I would like to receive a refund to my credit card in full. I will not be satisfied with store credit or anything like that. I have completed the form, gotten confirmation from the hotel (who you can contact if you like) that they are honoring the refund, and yet I am here over a month later still being put through the wringer and getting a frankly BS update regarding my request.

Snaptravel Response • May 01, 2020

Hi ***,Thank you for submitting hotel documentation. We’ve reviewed it and good news - you’re eligible for a full refund in Snaptravel credits!We’ve since issued these to your account. They can be used at any Snaptravel hotel within the next year. Note that you need to book within 12 months but they can be used for travel at a later date.For more information on Snaptravel credits please refer to our help center articles.Regards,Snaptravel Operations

Snaptravel Response • May 06, 2020

Hi ***,Thank you for your response. I have re-negotiated with our travel partner. Good news! They agreed to provide a free of charge cancellation. Your refund will be processed in 3-5 business days, depending on your bank. I appreciate your patience in this matter as our partner is dealing with a really high number of cases. Please note that since you’ve been refunded in full, you will lose the Snaptravel credits we originally granted you.Regards,Snaptravel Operations

Customer Response • May 06, 2020

I am rejecting this response because they gave me 80% of my money back. 80% is not 100%.

I booked a non-refundable trip through Snap travel for the dates of March 19th-22nd. On March 12th I contacted snaptravel and requested to Cancel the trip due to the virus. They advised I needed written permission from the hotel if I wanted a refund. I contacted the hotel directly who said snaptravel did not pay them anything and to contact the agency I went through. I called snaptravel back and was told again they needed written approval from the hotel and that they would open a request on my behalf. On March 19th I contacted snaptravel for an update of my refund and they advised I needed to fill out the new request they created since March 12th. On April 9th I received a good news email that I was receiving credit for a future trip. Then on April 21st I received another email saying me refund request that my refund was denied because I submitted the refund request after the check in date.

I understand these are troubling times for all of us, but the lies I was told each time I contacted snaptravel is unacceptable. From I needed written permission from the hotel, no snaptravel partner was actually who I paid and they would decide on if I will bill refunded. When pressed who these partners were, I was told they couldn’t share that information. Finally, I was denied credit for submitting the request after my check in date. None of the things I was told were lies.

I am only requesting credit for a trip that legally I would not have even been allowed to travel back to the US if I went on. The fact they gave me credit and then took it away is not only unethical, but goes a long way to describe what kind of company snaptravel is.

Snaptravel Response • May 01, 2020

Hi ***,I just checked your account and you have been approved for a full refund in credits equalling $990.99. We’ve since issued these to your account with the phone ***. They can be used at any Snaptravel hotel within the next year. Note that you need to book within 12 months but they can be used for travel at a later date.For more information on Snaptravel credits please refer to our help center articles. Regards,Snaptravel Operations

I was set to attend an event at The Stewart Hotel in New York March 14th. It was cancelled late March 12th due to coronavirus. I called the hotel and cancelled my reservation. Snap travel refused to refund my money unless I got written consent from the hotel that they canceled with no fee. After calling every day to speak to a manager who was always busy, he sent an email to snaptravel and their third party business middle man saying there is no fee. Snaptravel dragged their feet for a month only to notify me that my refund was denied because I cancelled after the date of stay which is completely false. They also said to not reply because they wont answer and to not start another customer service ticket. They are stealing my money!

Snaptravel Response • May 01, 2020

Hi ***, we can confirm that we've been in touch via email and have resolved this issue for you with a full refund.

Sincerely,

Snaptravel

Customer Response • May 02, 2020

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.

Sincerely

I booked a room through Snaptravel to stay at the *** in Las Vegas for the weekend of March 27th-29th. Due to COVID-19, the *** closed, making it so that I was unable to use my stay. I was informed that the *** was closing on March 18th, 2020 and quickly went back to snaptravel’s website to try and reschedule my stay or get a refund. When I went onto their website, they had a tab for cancellations due to corona virus and so I filled out the required form to request my credits. This happened on March 18, 2020. Snaptravel posted that it would take up to 15 days to hear back from them due to the high volume they were receiving. 15 days past and I had not heard anything from them, so I went on to submit another request. It had been more than 30 days and I still had heard nothing from them about my credits after sending in two separate requests. Today, April 21, 2020, over 30 days later, I receive an email from them telling me that because the ‘second’ request was submitted after my check in date, that they could not negotiate with the hotel to give me a credit for my stay, and that I should not respond to the email because I will only get an auto response in return. I then attempt to go back on the website to submit another request and when I typed in my confirmation number, it kicked me out and said that my case had been closed. So now I am out of my money and my stay because the *** closed due to COVID-19 at no fault of mine, and Snaptravel is penalizing me even though I took the necessary steps to get my credit BEFORE my check in date. I demand that they give me my credit for my room or refund me my money for my stay. This is absolutely absurd.

Snaptravel Response • May 01, 2020

Hi ***, we can confirm that we've been in touch via email and have issued you a full refund in Snaptravel credits! Your credits can be used at any Snaptravel hotel within the next year. Note that you need to book within 12 months but they can be used for travel at a later date.For more information on Snaptravel credits please refer to the following Help Center articles.How can I view my Snaptravel credits?How do I use Snaptravel credits?

Sincerely,

Snaptravel

I booked a hotel reservation for March 13, 2020 at the Excelsior in New York City.

March 10: immediately after finding out the NYC Half Marathon was cancelled and it became evident that NYC would be shutting down I contacted Snaptravel via Facebook chat to find out what options I have. I was told I would need written documentation from the hotel stating that they would waive cancellation penalties. I emailed the Excelsior hotel. I was told by one of their representatives that I would need to book a future stay within a year for them to cancel the reservation, and that I would need to work with the travel company to make that happen. I went back to FB chat to speak with a Snaptravel representative who gave me a forwarding email address (***.com) that I could send the hotel's response to. I was assured that they will still review my situation, even after the booking date passed. The rep insisted that I do not cancel the reservation.
Agents I chatted with: ***, ***

March 15: I followed up with Snaptravel on FB chat. I was told my concern was with the "Amendments" team and was assured someone will follow up with me.
Agents I chatted with: ***, ***, ***. (Mind you, this is all during the same conversation people agents were disconnecting me)

March 23: I followed up with Snaptravel on FB chat. I was told to complete a form and “not to worry if your check-in date passes within that time, as we continue to negotiate on your behalf.” The turnaround expectation for the form is 5-15 days. I’m assigned a request number.
Agent I chatted with: ***

April 7: I followed up with Snaptravel on FB chat because it had now been 15 days and I had received no response. The reply I received was: “Your request was forwarded to our head office who is working on your case. Not to worry if your check-in date passes within that time, as we will continue to negotiate on your behalf.”
Agent I chatted with: ***

April 20: I followed up once again with Snaptravel on FB chat. I was told that the head office will reach out to me within 30 business days of my request. Again, I’m assured, “Not to worry if your check-in date passes within that time, as we will continue to negotiate on your behalf.” Despite my efforts for more information, I was told to wait until 30 days after my original request.
Agents I chatted with: ***, *** (both of whom fed me the exact same line about my check-in date passing)

April 21: I received an email response to my request from Snaptravel. It says the following: “At this time, your booking is not eligible for our modified cancellation policy. This is because the cancellation request was submitted after the booking’s check-in date. We are unable to negotiate successfully for bookings with check-in dates in the past at the time of submission. We ask that you refrain from submitting additional tickets, as you will receive the same auto-response.” The last sentence of the email says, “Responses to this email will not be monitored.”
I went back to the Snaptravel FB chat. The agent told me that “since all cases are being handled by our head office, all communication has to go through email. To follow up on (my) case, please reply to (my) case resolution email.” This same email address that won’t be monitored.
I have now requested direct contact with the “main office.” I have been bounced to two different agents (and counting, I’m sure). The most recent response I have received is they already notified the head office to revisit my case and I will need to wait for a response.
Agents I chatted with: ***, *** (*** disconnected and *** took over)

Snaptravel Response • May 01, 2020

Hi ***, we can confirm that we've been in touch and have resolved this issue with a full refund in Snaptravel Credits. Should you require further assistance, please jump back into your email thread and our Head Office will be happy to help.

Sincerely,

Snaptravel

Customer Response • May 03, 2020

Complaint: ***

I am rejecting this response because: I do not want a credit for later use with this company. After being mislead over the course of a month and a half, I don't want to do, business with them any longer. I want a refund to my credit card. My, next step is to dispute this with my credit card.

Sincerely

Snaptravel Response • May 08, 2020

While we appreciate your concern here, this policy is in place because we have different accounting policies than a hotel. While a hotel is able to refund bookings made directly through them, we have a partner in between us and the hotel. Since our partner has not refunded us, we are not able to pass a cash refund onto you. We are happy to offer you a full refund in credits, which have already been applied to your account. They can be used at any Snaptravel hotel within the next year. Note that you need to book within 12 months but they can be used for travel at a later date.

Made a reservation with SnapTravel booking service for a hotel in SC for stay at a Holiday inn on 28 Mar 2020. . The hotel had an infestation of bed bugs. We did not stay at the hotel and were told we would not be charged. We stayed at another Holliday Inn hotel and have the receipt showing such. We were charged for the stay total of 232.41 on the 29th even though we left and never could check in. I have pictures of the bed bugs and receipt showing we didn’t stay at the hotel in question and even though we explained this. SnapTravel has not issued a refund.

Snaptravel Response • May 01, 2020

Hi *** and ***,The hotel has agreed to refund the charges and I have processed it on my end. Please allow 2-5 business days for it to appear back on your card.Take care and stay safe

Customer Response • May 02, 2020

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.

Sincerely

My wife and I booked a hotel in NYC that had us arriving on April 16th. Due to Covid-19 we had to cancel our weekend trip. We reached out to SnapTravel a month beforehand to work through the cancellation process. After many follow ups SnapTravel still has no resolution and it seems that plan on just stealing close to $1,000 from us. Unfortunate as I tried to get behind this new app but they have proven to not follow ethical business practices. We have even reached out to the hotel and they are fine with cancellation as they are not holding our funds, SnapTravel is.

SnapTravel if you read this, do the right thing for your customers and you gain some loyalty long term. Confirmation Code: B_644718 . Do the right thing for me and many others.

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