Snaptravel

Reserved a room in Nashville for my daughter for 3 nights. Hotel has no record of any reservation. Contacted snap travel by phone and messenger. They keep telling me, we are looking into it, we have accelerated your problem, we are contacting our vendors. They have obviously oversold the rooms as the hotel says they have been booked for some time now. I kept asking for a definitive answer and a hotel confirmation, and nothing. Now we have no room because of the number of days dealing with this issue, and now hotels are booked. I will never use this company again. There is no recourse against them, so they just keep you hanging on rather than be honest and tell you what has occurred. Now I am out the money for three nights hotel since it was prepaid and no accommodations. Very poor practice for any company.

Last week I attempted to pay for a room on Sep 19, 2029 through ***
And each of the two times it says the rate is no longer available yet *** still took money from my card and I still do not have it back. The first amount was $176.08 and the second amount was $226.86. I have requested - repeatedly- a refund since they did not provide me a room but I keep getting a robotic text saying they are looking into it. Since I used CashApp Card when attempting to make the reservation they aren’t much help either.

I recently booked a room through here and when I got to the hotel was informed that I couldn't check in as the person the reservation was under didn't have ID. When I called SnapTravel they informed me I would have to wait for them to request a name change with another team and that was it. Over 2 hours later I still hadn't heard anything, was informed they couldn't do anything, and that was it.

I then booked a 2nd room and the hotel then told me I also couldn't check in because the reservation didn't match the name on the card I used to book the room. I once again called SnapTravel and an agent told me I would be receiving refunds for both rooms as this must all be a hotel policy.

Hours later I was informed that there's a no refund policy so they actually WON'T be refunding me. It was now after midnight, I had 2 rooms booked I was denied entry to and could not change any info or do anything, and SnapTravel was now telling me that the nearly $200 I spent on rooms I couldn't get into would not be refunded.

I once again called SnapTravel and immediately asked for a manager and the manager then also essentially told me I was ***. Note it was now the day AFTER I needed the rooms and I was left without a hotel room the night I needed it. They did not care, refused to help, and could not get any of their stories straight.

On July 6th, 2019 I made two bookings at the *** at the *** for a master suite for the period November 15th to November 22nd, 2019 on an all-inclusive basis. Room number one was booked for two persons for $880.20 with confirmation number *** and room two was booked for three persons for $1283.54 with confirmation *** On July 11th, 2019 I was contacted by *** from Snap Travel asking if I had made a double booking. I advised that we were travelling as a family and needed two rooms. Snap travel subsequently reconfirmed the two bookings on July 12, 2019 in writing via email. On September 4th, 2019 *** from Snap Travel asked about having two rooms booked which I replied the same that both rooms were required. On September 10th *** from Snap Travel made the same enquiry to which I replied that both rooms were required. On September 22nd I was advised by *** from Snap travel's Urgent Care Team that their travel supplier was only able to confirm one room. I advised that this was unacceptable as I was travelling with my family and we required both rooms as booked. On September 25th Snap Travel advised via email and text that booking *** was cancelled. This was done without my knowledge or consent. In an attempt to save our vacation I have tried to *** the the same room at at an additional cost of $1952.33. Snap Travel has offered me in concession a travel credit of $385 which I find unacceptable, especially since the two bookings were confirmed in writing , clarified and reconfirmed.

I made reservations through *** for my upcoming vacation to Nashville. I found a great deal through the site so I booked it. Snap Travel sent me an email confirmation and a text message confirmation. I booked this 4 days ago and the hotel still does not have my reservation. They said that this third party vendor has been having lots of issues and to cancel my reservation. Snap Travel charged my card already even though I had until today to cancel my reservation. Now I have to hope refund my credit card the $710 they charged even though they weren't supposed to. Fake rates and the company kept deviating from helping me. They just kept saying to be patient and that their Urgent Care team was helping to resolve the issue with the reservation. What a joke!!

I booked a hotel reservation through them and when I got to the hotel there was no booking. I contacted them and waited for an hour in the hotel lobby without any resolve. The hotel ended up charging me the full price of the room for 2 nights and then said they would refund me when snaptravel resolved the issue. I spoke with snap travel many times through a chat thread and they moved my complaint to various agents each time, none of which could do anything but apologize and make excuses that they would get back to me. One week later the hotel refunded me at their full rate which was $72 less than what snaptravel charged me not including resort fees. I have sent many messages to snaptravel about refunding me what they overcharged me including the images of the receipts. It has been 2 weeks and no resolution or refund.

I booked a hotel through *** when they popped up in my google search for the *** East 7424 Strawberry Plains Pk., Knoxville, TN, US on September 13, 2019 for two nights Sep 13-Sep 15, 2019. When I got to the hotel, it was a crack den with stains COVERING the entire hotel room, and my two year old son and I got bit by bugs the moment we sat on the beds. When I contacted *** about the issue, they informed me they would give me a full refund if I got it in written form that the hotel issued me a refund for my stay. I got a copy of the invoice from the hotel’s front desk stating they issued a full refund for the entire stay I booked through ***, and submitted through email per a *** team member request. After submitting the information, they informed me I would be getting my full refund of $154.09 to my original form of payment in three to five business days. After a week had passed with no refund, I called their provided customer support team number multiple times with the same answer, “We will inform our Amendment Team of the issue and they will be in contact with you. I can’t transfer you to them, and I can’t give you the information to our Travel Partner.” I requested the Amendment Team call me so I could discuss the issue with them, and every time all I get is the same copied and pasted response via text message “Carla (from SnapTravel): Hello Diana! This is Carla from Amendment Team. We've reached out to our travel partner regarding our refund request. We are now just waiting for their response. We'll get back to you as soon as we receive any updates from them. Our apologies again for the inconvenience. Have a great day!” Every time I reply, the conversation is transferred to their “*** Ninja Agent” and I am never able to directly speak with an Amendment Team Member directly, and they respond with the same text every time “Conemelia (from SnapTravel): I do apologize for the inconvenience. I already sent a follow-up to our Amendment care team, but rest assured that we are diligently working on your case. Please bear with us and we will give you an update as soon as we can. What we can guarantee is we are working diligently on your concern”. This has been the same circular conversation for 4 days straight! If I ask any questions I get the same response, no answer other than these same texts, and the same answers when I call the customer support number they gave me *** Also, I found out the hotel only charged them $123.09 per the hotel’s invoice, but *** charged me $154.09, which they, and specifically Anne Marie, had promised to refund in full, since the hotel had issued them a refund in full and I was able to provide it in writing per the Hotel’s invoice/receipt. They are doing everything they can to avoid issuing my refund and will not answer any direct questions about it or their “travel partner”.

Two weeks befor I booked through *** to al raha beach Abu Dhabi, 23/9 tell 27/9 confirmation number *** By mistake I enter the wrong dates and I didn't notice that after I excced the free cancellation dates I recognized and I chat with agent asking cancellation it was 10 days before check in ,all that they said bear with us we are working on it, till today check in my name still showing in the system,
Kindly help me in this matter
Thanks

Hello I purchased 2 hotel stays through snap travel and was told the only thing I would have to provide when arriving at the hotel was my ID. There was no mention of a deposit for the room. I arrive at ***h to check in after my plane landed eager to get in the room I paid for and got asked for a deposit of $50 I said ok I tried to pay the deposit with cash the employee at the hotel tells me that they don't accept cash and for me to call snap travel to make other arrangements. I call snap travel just for the customer service representative to tell me to get a credit card like it's an easy process. I inform the customer service representative that I'm unable to do that without a first applying for one and getting approved which takes days- weeks. The customer service representative then said "ok I have processed your refund for the amounts and you will see it in the next 5-7 business days." This conversation was had at 1a.m 9/17. I get a text message 9/23 informing me that my refund was denied even though I wasn't able to stay at the hotel ither nights and had to sleep in my rental the first night. I'm typing this complaint to say never book through them I'm out $107.00 at the moment because of the lack of information they give you on their part on if you need a deposit or not and how the hotel is willing to accept payment on thoses days.

Booked a room in June for a September stay. It was confirmed and paid for. Arrived at the hotel to be told that they didn't have a room reserved for us. Had to spend double the amount finding a new hotel last- minute on a Friday night. When attempting to get a refund Snap Travel was dishonest with the hotel saying we'd take any size room- I never stated this. Made the refund a big hassle. Customer service was extremely slow and as an apology offered me 20% off my next Snap Travel booking. Are you kidding? Pathetic attempt to make things right not to mention the fact I'll NEVER use them again. Stay away. Borderline scam

BEWARE of unethical practices. DO NOT USE. The company downplays final and true costs to give the appearance of reservations at a discount. The hotel I recently booked (and still seeking to cancel) showed one price at checkout and then another after confirmation was communicated via email. The final total came to be 15%-20% higher because of snap travel minimizing an on arrival resort fee (paid at the hotel). After hearing this, and having the opportunity to change my plans, I "texted" the customer service center within 2 hours of the reservation to cancel. Customer service did not assist and only repeated back a "no-return policy" and then ghosted me. I find this unacceptable - all I want is my money back, within plenty of time (reservation is 2 months away) and it has turned into a struggle. I'd advise anyone using to reconsider.

I booked a reservation through snaptravel. They immediately took the money from my account but sent the hotel credit card information that was expired so I couldn’t get a room.

My husband and I booked a room on8/26/19-8/27/19 in order to prepare for our wedding scheduled 8/29/19. We paid through snaptravel and had no problem with the hotel finding our reservation. The problem came when the hotel began charging my card for a number of random charges with little/no explanation. When I questioned the over $200 in additional cost the receptionist could not explain so we requested a manager. The manager accused us of smoking in the room but could not tell us which of the rooms we were shuffled around to (due to no a/c) it was. When we asked to have him show us the room or the policy of the hotel the manager called the police on us because he wanted us to stop asking questions.

I made a reservation via Snaptravel for the Okura Hotel in Tokyo starting on September 11th 2019. Upon arrival at the hotel I was greeted by signs saying the hotel would not open until September 12th (the hotel had undergone renovation and was never meant to reopen prior to the 12th).
I contacted Snaptravel who instead of staying at the 5 star hotel I booked, said I could instead stay at a rundown 3 star down the street instead. I simply asked to be refunded as the error was on their side and I had to arrange last minute accommodation (at a premium)

I'll be honest, I was terrified once I discovered all the bad reviews. I thought I messed up. But the reality is people only ever talk about the bad in reviews so I told myself if somehow it went well for me I'd come here and say so. Everything went smoothly for me and snaptravel was super responsive and answered all my questions that I was asking in my anxiety from seeing these reviews online. Stayed at an awesome hotel *** for so much less, and they called for upgrades and things on my behalf. Although it's nerve inducing just follow their directions and wait out the hotel-specific confirmation number that they'll text you about and add to the reservation information. I booked 4 days before and it was uploaded 2 days before, then I called the hotel and everything was good to go. I'm pretty happy, will book with them again.

I booked a room through them for my honeymoon at a high end *** branded hotel. They were offering two packages, one was all-inclusive. We paid extra for the all-inclusive package and received the confirmation email. After about a week I contacted the hotel just to confirm the reservation and they said the agent booked us a non all-inclusive package, meaning we paid much more than we would have if we booked directly with the hotel (Plus we could have used our status and gotten a better room.).
I took screenshots and of every step in the booking process and it was very clearly for the all inclusive package (the description is: "Dining: This property is all inclusive. Rates include meals and beverages at onsite dining establishments" Titled: "All Inclusive Package a Concept by *** After reaching out to Snap Travel they said they would get in touch with them and contact me in 24-48 hours. 48 hours later I contacted them and they said they needed more time. Every day I would check in and they keep saying they need more time (after making you wait for about 45 minutes).
Today (9 days later) they tell me they confirmed my reservation. I called the hotel and they say no one ever reached out to them and nothing changed. I've now been waiting on the agent for about 3.5 hours with no response at all. They advertise an average 2 minute wait for Messenger support, and 1/2 hour for email support. I'm averaging 45 minutes - 3 hours for Messenger, and not one of my 4 emails over 7 days has been responded to.
I'm pretty understanding and realize mistakes happen, but the complete lack of communication has been unacceptable. Worse, they're still trying to sell that package on their site, even though I made them aware of this issue over a week ago and repeatedly mentioned that it's still on their site (it's always the first hotel that pops up whenever you search the city). I'm sure there are going to be a lot of disappointed people who travel out there and find out their reservation is not for what they paid for.
I'm going to need to file a chargeback since I can't get in touch with anyone at the company. But now we leave for our honeymoon in a week and we don't have anywhere to stay. I'm going to file a complaint with the FTC for fraudulent and deceptive business practices due to the fact that they are still selling the package. I doubt anything will happen, but I don't want any other guest to go all the way down there only to find out they can't afford to eat (getting the package as a last-minute add-on is almost as much as the room).
I've used pretty much every other online third-party booking site in the past and never had a problem (over 200 stays in the past 2 years), or if there is a problem their support team will make it right. So if anyone is considering booking with Snap Travel I'd look elsewhere. Because if there is an issue with your booking there's no one there to resolve it, and if you have a 'nonrefundable' room, they really don't care.

Myself and 2 other co-workers all booked a room through snaptravel bc they had a great rate advertised online. Within 30 minutes of booking we needed to cancel the reservation due to change of plans with our job that they wanted us to head home instead of stay the night. So I call the hotel to cancel and they say no problem, but you need to get in touch with snaptravel and let them know, and then they will contact us and we will get your reservation canceled. So I call them and the lady can't give me a straight forward answer whether or not they can cancel the reservation, and tell me they will text me and let me know as soon as they make a decision. At this point it's about 7:00p.m. In the meantime my co-workers do the same thing and end up getting their rooms canceled within about 5 min. After several conversations with the text group until 3 AM IN THE MORNING they still haven't gave me an answer. I finally get home and go to sleep. I wake up the next morning and I have a text saying they can't refund my money bc the hotel was not notified soon enough, and they marked me down as a no show!!! After I called the hotel AND snaptravel literally within 30 min of booking to cancel. Then they want to tell me they weren't notified. Well maybe it has to do with snaptravel taking 8+ hours getting a hold of the hotel to cancel my reservation!! And my 2 co-workers had no problem with theirs?! Why was mine so much different then their's?! Never again will I use snaptravel. Their communication is absolutely horrible, and so is their customer service!!

I used SnapTravel to book a hotel room. After I booked my room and received my confirmation email, I realized instantly the I had booked the wrong night. I then called the hotel immediately to switch or cancel. The hotel said I would have to contact Snap Travel. I texted them right away to fix it. They had excellent communication at first. Snaptravel told me that I couldn't cancel my reservation because it was non-refundable but I could move it to the correct day. I asked if this would be any additional cost. They said they would let me know after speaking with the hotel. Later, I received a text that they talked to the hotel and I was all set. My reservation had been moved and made no mention that I would have additional costs.
But I never received a new voucher with the updated information. I contacted SnapTravel once more for the a new email confirming my reservation. They asked for my name and the old confirmation number which I sent them. Then I never received a reply.
Two days later, I noticed I got charged for the room that was not supposed to be booked anymore. I called the hotel to see if they had my reservation for the correct date to ensure I would not be charged for the room again on our stay. The hotel informed me that my reservation had never been moved despite Snaptravel saying it was and I still did not have a reservation on the night I needed.
I messaged Snaptravel again to say they had not fixed the issue and sent a screen shot of the their text saying they had moved my reservation. They sent a message that they were looking into the issue. I never received another message despite asking for updates on the situation.
I never received a refund for the room. Snaptravel had horrible customer service and didn't handle the situation when they said they did. They never did anything to correct the situation.

I booked a room through SnapTravel at a discounted rate. I specifically booked a location with a pool for my 5 year old son. Upon arriving, before I checked in, I asked “What time does the pool close?” The lady at the front desk told me it was down because the pump was broke. She told me the hotel provided this information to all booking sites, but apparently it didn’t get updated. I DID NOT proceed to check in and I got a receipt showing a was charged nothing through the hotel. I booked elsewhere and stayed at a different hotel with the accommodations I requested. I’ve been fighting with Snap Travel for a week to get refund only to told be told it was denied because *** the manager said I did check in and utilized my reservation. I never checked in or provided my ID! I can’t be in 2 places at once! I was charged for the room I didn’t use nor check in at as well as the hotel I did utilize for the exact same day!

worst customer service ever. send them six text with request to resolve the issue, they never responded. Send email, no respond. the issue was about hotel double charging for stay that was paid for via snaptravel. Hotel says they never received payment from snaptravel. the issue still not resolved. will never recommend snaptravel