Snaptravel

On 3-1-2020 I booked a 3 night stay at *** Beach Resort for 3-27/3-30-2020 through SnapTravel. Due to the Covid-19
pandemic the company offered a form to be filled out requesting a cancellation/credit. I patiently waited for a response and finally received on 4-16-2020. I was told that the travel partner involved rejected my refund request and that they were charged for the stay.
I didn't request a refund. I really just wanted a credit to be able to visit the resort on a later date once the restrictions are lifted.

They booked me a hotel room at the quality inn when I called to see what time I could check in they informed me they were closed for business. I pre paid with my debit card they took the money for the room that I could not stay at and now are refusing to give me my money back for paying for something they said they provided and was not provided for

Booked a trip to Jamaica prior to covid. Once covid came out, we were informed via text that we could request a full refund for next 3.5 days if we wished. After speaking with our co-travelers, we learned that they actually had a month to make the same decision . I immediately emailed snaptravel to request the same time frame. After not getting a response, I emailed the next day. After not getting a response still, I was able to locate a phone number and called customer service to talk to them. I was instructed to wait for an email response from home office. I have a little time in the morning on the following day for an email response. Finally, after still not getting an email response, I decided to just go ahead and request the refund. I was immediately responded to after this and was informed that I missed the window. Since I had made several attempts to contact to discuss, I was beyond frustrated. I made several calls to customer service expressing my frustration and requesting updates on my appeal. I was assured snaptravel home office was working on it. I finally received a text today saying that we were granted a credit- not a refund. I called customer service and requested to speak to a manager. I was on hold (my choice) for about 50 mins waiting for the supervisor to come on phone before finally accepting the promise that the supervisor woul return my call today. I have sent emails requesting further appeal, but have been informed that it is not snaptravel, but their booking partner who won’t give the refund. I am frustrated bc, had somebody actually responded to me initially, I would not be in this situation. Since my wife and I both work and have kids- in addition to cocoa travel restrictions- who knows if we will actually be able to use the credit (since we only have 1 year). Very frustrating experience with snap travel

I booked a hotel through SnapTravel for a stay on March 15th at La Quinta hotel. Due to the COVID-19 virus, my conference was cancelled. I called to cancel my reservation with the hotel prior to my stay. The hotel stated that they couldn’t cancel the reservation because it was booked through SnapTravel. I was referred back to them. I followed the guidelines to receive a credit/refund from the company. SnapTravel told me it would be 30 days to receive information in regards to the cancellation. Today, April 16, I received notice that they could not cancel my reservation with the hotel and that they were charged so I would not be receiving a refund. I called *** hotel and they stated they refunded the third party on March 26th and provided a receipt to me of this transaction. I called to inform SnapTravel of this and was told that they could not provide any further information to me and that again, they were unable to cancel my reservation so I was going to be charged. Snap travel would not release any more information to me. I called the hotel back and the hotel said the travel advisor was Priceline but would not provided me with a phone to reach them. SnapTravel stated that they could do nothing further.

I booked a reservation through Snaptravel for March 20th-22nd, 2020 at *** in Olean, NY. When alerted of the quarantine issues, I reached out to both the hotel and Snaptravel to request a cancellation on March 18th, 2020. The Snaptravel website and customer service department (facebook messenger) told me to fill out a COVID Cancellation form and submit it, which I did on March 18th. After 10 days of not receiving any response or action, I called the hotel and Snaptravel. The hotel informed me that no cancellation was made, and I was being charged a "no-show" fee. I then called Snaptravel and they said they needed 30 more days to try and resolve my request. Today I received an email from Snaptravel saying they would not give me a refund, because the hotel would not issue a refund. When I called the hotel, they said that their District Manager "***" spoke to a rep at Snaptravel and that a refund was made to them, and that it would be passed along to my account. Snaptravel denies this claim. I have all documentation from both parties and no one will help me.

I booked a hotel for two night in San Diego CA for an event in Mid-March; the event was cancelled due to COVID-19. I have been attempting to receive a refund since March 12,2020. After a steady stream of emails,SnapTravel refuses to issue a refund. I have requested to speak to a person and that request has been ignored.

Due to the coronavirus stipulations for hotel stays I was not allowed into the hotel to use the reservation I made by snaptrip booking confirmation *** there was nothing indicated on the website about a travel pass needed. Please submit a full refund as soon as possible

This is to formalize for legal purposes the complaint related to both reservations *** and ***.

1. On March 18th a cancellation request was done in alignment with the policy from Holiday Inn waiving cancellation and full reimbursement.

2. The snap travel team was unable to localize my reservation number at Holiday Inn to proceed with the cancellation.

3. For this reason Holiday inn was unable to process the refund.

3. On March 20th when following up your agent requested to fill a form from the website which I would receive the refund in 2 weeks (all calls properly recorded).

4. No feedback was given and when calling snap travel the answers never address the refund date.

Horrible customer service and experience. I will make sure to tell everyone and anyone I know, to never use their service. Due to COVID 19 I was forced to cancel Booking # B_846558. Let’s see what you have say about this Snaptravel. I was unable to fly to Hawaii. I requested a refund through the hotel and they stated it would be no problem and cancelled my reservation, but I needed to reach out to Snaptravel. But now Snaptravel is trying to say my refund was denied. This is ridiculous! I spent $1500 on a hotel that I was not allowed to stay in. The governor of Hawaii even stated that he would quarantine any one who arrived from the mainland. Snap travel is keeping my money! Formal disputes are under way. Beware of Snaptravel. I deserve a refund ASAP!

I booked a room and had to cancel due to covid19. I called the hotel directly they were able to give full refund but said the third party will get the refund which would be Snaptravel. I contacted Snaptravel through text and email the only ways to contact them. They sent around in circles asking me to have the hotel email them which I did.then eventually I got an email saying my trip doesn’t qualify for a refund and cut off all ways of communication within when I text or email I get a response back saying sorry we don’t have a reservation Linked with this number. They received the full refund from the hotel after I called the hotel and kept they kept the refund.

My mom and I contracted Covid 19 and obviously can not travel anywhere nor afford to now. I just want to cancel my upcoming reservation for May 9th-15th. Called Snaptravel and was transferred 2 times then placed on hold 40 minutes. Can not get anyone to help.

I booked the my reservation for March 7-8th travel to Hua Hin Hin Thailand. When I got to the hotel my reservation is canceled and I have to pay for another room reservation made by the hotel. I contacted the snaptravel and let them know my reservation, they said they can’t refund and do anything about my reservation because it was not cancel; I’m too tired to talk to them or say anything. Anyway, the whole web thing is a scam. What is the point that you paid for the hotel room that you can’t stay.

I have three reservations had the Holiday in express. Because of quarantine, travel restrictions and the cancellation of the business event I can not use my hotel reservations. Over $1,000.00
I’ve tried communicating with Jam’s group numerous times and get no response.

The hotel is offering free cancellation on their property due to coronavirus

https://***

I have placed a request for cancellation on March 22 and consistent refusal to hand me my refund. It is in the hotel policy and should not have me wait over 15 days to get someone to look at it

I had to cancel my upcoming hotel stay at *** due to COVID-19. After several weeks, I got an email from SnapTravel, "We did our best to negotiate on your behalf but unfortunately your refund request for booking #*** was rejected by our travel partner. As such, our travel partner charged us for your stay. Therefore, we are not able to provide a refund for this booking." I called the hotel and spoke with manager "***," who told me they DID NOT charge SnapTravel for the stay. SnapTravel is simply pocketing my payment.

I booked a one night stay at the Doubletree by Hilton Hotel Miami Airport & Convention Center for March 26th-27th for $152.17. Due to a Coronavirus-related flight cancellation, I notified SnapTravel so they could cancel the reservation and process a refund of either money or hotel credits based on the Corona virus cancellation policy of the Hilton Hotel chain. After a few weeks of receiving no word for SnapTravel, I contacted them and was basically told to wait. I'm still waiting as of 4/4/20 and have received no response other than confirmation that they did indeed cancel the reservation.

Hello, My name is ***. I had booked a room for the *** hotel in Las Vegas back on 11/22/2019 through a third party agency called SnapTravel. Unfortunately due to the Covid-19 pandemic the trip was canceled. The 3/13/20 the wide spread pandemic was classified as a State of Emergency by the federal government. Due to the small travel party that going on this trip, there was an individual who was pregnant and could not travel due to the rising health concerns. I also work in Law Enforcement and was needed at work. I contacted SanpTravel on 3/15/20, letting the company that we could not go on the trip due to health concerns and through my duty. I contacted the *** on the same day and asked if they were offering refunds for the rooms purchases, in which they stated yes, but you will have to go the third party agency. On 3/17/20 the *** made an announcement that the hotel/casino would be closing it doors to the public until further notice. I contacted SnapTravel again on 3/17/20 and informed them that our hotel would be closed for the general public and they issued a statement saying they would be issuing refunds for all travelers that booked through the closure period. I received an email today that stated this “ Good news! We have reviewed your case and have been approved for a full refund in Snaptravel credits.“ I reached out to the company and explained to the, that a credit will not work for me and my fiancé. We would not be traveling out side of our State of residence(Alaska) in the next twelve months. I explained to the representative that this is a hard time for everyone right now. Not just employees, but also for employers as well. There is a nation wide State of emergency and people are losing their jobs and a Cedric would not help me and my fiancé in this time of financial distress. I emailed the company and it gave a generic response of “ At this time, your booking is not eligible for our modified cancellation policy. This is because you have either:

- Submitted a booking past the check-in date

- Submitted a booking with dates too far in the future (past May 1, 2020)“
There was no other email to be used to respond to the company. I looked at the contact us part of there website and saw no phone number to call, but a help chat could be accessed. So I decided to use the chat sercivies and there was a representative called “ *** from SnapTravel” that assisted me with my case number of ***. I explained to the company that due to the small party and the concerting health concerns(pregnancy), plus my job in need of assistance that we had to cancel out trip. I also explained that I had talked to the *** hotel on 3/15/20 about issuing refunds for third party services. They told me on the messenger app “I am sorry that you are unhappy with the resolution. Since all cases are being handled by our head office, all communication has to go through email. To follow up on your case, please reply to your case resolution email and they will reach out to you directly.” I explained that on my reply email today it stated “ Please do not respond to this email as this case is now closed.” SnapTravel just persisted to tell me to reach out to them on email and we can not issue you a refund because of their policy. I asked for there policy and a email contact that I could use. There was not luck with the service agent that was on the messenger program. I said that I was trying to exhaust all of my resources at the company and try to talk with a manager before I made a claim at the Revdex.com. I got no response from the representative on the chat service. I took screen shots of the conversation and kept all the corresponding emails.

Thank you for looking into this matter. I know that you are busy and maybe even busier than ever due to the pandemic right now. Have a good day.

Due to the COVID-19 pandemic we were unable to take our Cancun vacation that was booked through Snaptravel. I contacted the hotel that stated that canceling the trip was not a problem but the travel agency would need to contact them directly. My parents were coming on the trip and staying in the same hotel but booked through a different travel agency. They received a full refund however Snaptravel refuses not only to issue a refund but also to credit us the amount for a future trip. This is such an unprecedented time and I believe this company is defrauding it’s consumers. Hotels are returning money for booked rooms but Snaptravel is not returning those funds to their consumers. I understand their cancellation policy however it does not account for this current national crisis where people are under mandated stay-at-home orders.

We booked a hotel room with snap travel on January 30th which at that time they deduced the money straight from my account for a hotel room on March 13th. We called on March 10th and spoke with a customer service rep which said we would have no problem canceling and getting a refund due to the corona virus as we had family flying in from NY. We called again on the 12th to cancel the reservation as the flights were canceled also. At that time we had to 3 way phone call with the hotel who sent in information that snap travel request stating they would not be charging us a cancelation fee which was verbally discussed one 3 way with the hotel, snap travel customer service rep and me. From that call I never received a refund or any communication. A week later on the 20th I called back into snap travel to ask where my refund was and I was told they could not do anything as their policy has changed and I had to fill out a form on their website due to corona issues. I filled out the form in which I received an email stating they now couldn’t find my reservation and canceled my request. On the 30th I sent in a customer complaint on their website stating I would like a call back and I would like answers ASAP and if I did not hear back I would be filing a formal complaint with the Revdex.com. Which leads me to this point. It has almost been 1 month which is plenty of time for them to give me a refund for services not rendered. The hotel assured me no money was charged to snap travel due to the closeness of the cancelation.

I booked an out of state hotel for March 20th, to go hiking. Snaptravel's agreement stated full refund for any reason if cancelled by midnight 3/15. That refund policy was also reiterated in the confirmation I received from Snaptravel, which I still have as evidence. As the corona virus was exploding in where I live, NY, AND my live-in girlfriend/travel companion is an RN treating coronavirus patients, I didn't think it would be right for me to be traveling and potentially infecting others, even though my personal preference was to still hike.

I requested a cancellation within the 'full refund' period, per the agreement Snaptravel said they wouldn't accept my cancellation, and has refused to refund my money. In addition to attempting to cancel through their website, I also notified them in writing through e-mail and through their text portal of my cancellation, both within the 'full refund' period.

Prior to cancelling, I asked the hotel for their thoughts. They preferred I cancel given I was traveling from NY, the nursing exposure, and the covin19 explosion. They acknowledged I was well within the timeframe to do so, and thanked me for doing so.

Snaptravel is in breach of a legally binding agreement, which I can support through the documentation I have: a) their refund policy for this booking and b)my attempts to cancel within the full refund time period, through 3 different methods.

The Snaptravel confirmation # is: