Snaptravel

Hello,

On July 15 2019, I booked a hotel room with this company for the same night at the ***, *** I tried checking into the hotel that evening, but was told they had no reservation for me and that they had been booked solid for several days. I contacted Snaptravel immediately and requested a refund, but they have refused, saying the hotel has me as a no show. On July 22, I called the hotel *** and spoke with the assistant manager *** and she confirmed that there were no rooms available for that night night and stated that no one from Snaptravel has tried to contact them concerning a refund. I relayed this information to the company, but constantly get the run around and they refuse to issue the refund. The amount I was charged was $127.56.

I was browsing the *** website for a hotel in New Orleans, LA for Mardi Gras weekend. I found a hotel *** advertised as being in New Orleans, LA. When I was booking my reservation the address of the hotel was listed in New Orleans, but after the booking was completed the hotel address showed the location as being in Africa. I reached out to *** the day after the transaction on February 28th at exactly 5:13 pm. The call lasted 7 minutes and 33 seconds. I spoke to a gentleman who assured me that *** would reach out to the hotel and try to resolve the issue. I never received any calls, emails for updates. When I called April 23rd, the young lady I spoke with stated they were still trying to reach out to the hotel. The reservation was never filled because I never went to Africa. My intent was to book a hotel in New Orleans, LA. On April 25th I received an email from one of the managers and he stated that the reservation is still under non-refundable conditions that is being strictly imposed. Hence, any refund nor changes is not possible. I have documentation as proof of my claim.

If I could give 0 stars I would. Absolutely THE worst company I've ever dealt with. I made a "reservation" through their website, made the payment, and received my confirmation number. I got to the hotel to check in and they said they didn't receive my reservation and that this happens ALL THE TIME with this company. I sat on hold for 20 minutes and when I finally got to a person, it became clear that they out source their call center. I was then told that the reservation not being received by the hotel was my fault because it was too close to check in..allow 3 hours they said. The time stamp on my confirmation email confirmed that it was in fact 7 hours prior to when I tried to check in. I demanded a refund and was told it would be 5-7 days. Two weeks later, and I'm sitting on hold once again still fighting about getting my refund.
They have no issue taking money out of your account but come time to fix an error, it takes what 3 weeks? Save yourself the anger and frustration. DO NOT USE SNAP TRAVEL.

I booked a 1 night stay through SnapTravel. It was a non-refundable stay and I understood that going in. However, my wife sustained an injury that caused us to move our plans to next January (instead of this August). I spoke with SnapTravel through text and, of course, they tell me there's nothing they can do. But, they recommended I contact the hotel directly. I did. The hotel was more than happy to work with me and change the date of my stay. They just told me the 3rd party (SnapTravel) would have to contact them to officially change the date. So, I contact SnapTravel again. I give them the direct phone number to the hotel and the manager's name I spoke with. The only thing I've received from SnapTravel since then are automated messages of "we're sorry, there's nothing we can do". They won't call the hotel or even acknowledge the conversation I had directly with the hotel. Overall, their customer service is horrible once they've got your money. If I had booked directly through the hotel (even if it was non-refundable), I could have got my hotel stay moved. But because SnapTravel refuses to work with me and call the hotel directly, I'm out of luck. Never again.

I have a hard time believing the reviews on *** are all real. Especially so when the company reviews here are almost exclusively poor. My experience with SnapTravel was also very poor, just like all the other reviews here.
My experience with SnapTravel was awful. My mother is in the hospital in a city a couple hours from our home. We chose SnapTravel with the promise of a $30 credit even though the rate without the $30 new customer credit was the same as available directly from *** I booked the room through SnapTravel and received a page saying that my room was confirmed. This is how it should have worked, but that was not the end. Instead, a few minutes later I received a *** messenger message saying that they were unable to confirm my room, but would be doing so manually within 5-10 minutes. They eventually were unable to confirm my room which they let me know about 6 hours before we were supposed to check-in on our day of travel and about 8 hours after their 5-10 minute promise. I also reached out to customer service. They promised a 2 minute response time and also ended up responding 8 hours later. When I wasn't immediately available to chat, they disconnected the chat and forced me back into the AI system almost immediately, as if they expect customers to sit by their messenger app for 8 hours so they they can respond to customer service. To make matters worse, customer service does not read any of the prior messages, so they do not know what is going on. At the end of the day, I went to ***com and made the reservation directly with an additional 6% cash back through *** at the very same rate SnapTravel promised me, but this time with immediate confirmation from ***which is exactly how every other reservation I've made online happens. Of course, I didn't get the $30 credit from SnapTravel, but now SnapTravel is dead to me because after 50 years of traveling for business for months every year, I have never had such a customer unfriendly and disorganized experience booking a simple hotel reservation.
I would recommend that you do not use SnapTravel if not having your room would cause an issue for your travel plans. Check out their Revdex.com rating and reviews, basically, I am fortunate because I didn't show up at the hotel and find out I did not have a reservation like many of the unfortunate customers of SnapTravel according ot the complaints through the Revdex.com. Still, I figure SnapTravel owes me $30 because I should have been able to book my room through them for $30 less with their promo. They also wasted several hours of my time. Perhaps it's the venture capitalists that got involved that have killed this company, but whatever it is they are clearly not ready for prime time. Book at your own risk.
I was finally able to chat with their customer service agent. They deferred any and all responsibility saying everything was outside of their control. Outside of their control is their providing a confirmed booking and then renigging. Outside of their control was the inability to confirm my room within the promised 5-10 minutes. Outside of their control was calling the property to get the room I ending up booking through ***for the same price. Outside of their control was any gesture to make things right. You see, they have no control over anything, which is exactly why you shouldn't do business with a company who can;t take responsibility for anything. Who would want these guys in your corner when you have an issue with a reservation. Good luck!

This is a horrible and very shady company! Even though they clearly stated on their website “free cancellation”, they still charged us. Long story short, we paid a lot of money for a hotel room that we didn’t even get to stay in. When we asked to speak to a manager, they said there was not one available. The Snap Travel associate then requested a written letter via the hotel, stating that the hotel would not charge us and also confirming that we did not stay there. I spoke with the hotel manager over the phone and was able to obtain this written letter confirming what Snap Travel requested. The hotel manager also stated that Snap Travel can reach out to him with any concerns. Even with documentation that they requested, Snap Travel has refused to reimburse our money. They are a complete scam. The hotel was kind enough not to charge us but it doesn’t matter because Snap Travel still pocketed our money and charged us for the hotel room. We will also be disputing this charge with our bank.

Letter of Written Documentation:

Good Afternoon ,

My name is *** and our mutual customer *** was originally planning to stay with us at *** but due to some unforeseen issues he was not able to stay with us on 08/16/19. Could you please refund the guest since they were not able to stay with us. We are waving the cancellation charge . If you have any questions please feel free to contact me at the hotel.

*** Assistant Front Office Manager

I booked and purchased a hotel room for the evening and paid through snap travel. Once we arrived at the hotel, the front hotel employee stated that the confirmation number is invalid and there is no reservation under my name. When texting with the snap travel agent, she is giving me a run around.

I used snaptravel for the first time yesterday to get a hotel room for that night. The search results listed the various hotels by name but did not readily show their location or addresses. I was not aware that the hotel I chose had two locations. As soon as the booking was complete it prominently displayed the hotels address and I realized I had made a mistake. The location that I mistakenly booked was about an hours drive from where I needed to be and I wasn't going to have a car. Immediately I called the hotel and explained it to them and asked if the reservation could be switched to the correct location. So I called the correct hotel and explained. They confirmed that they had rooms available and could make a reservation but I would have to contact snaptravel to cancel and refund the original reservation. Since I would have to contact them anyway I decided to see if I could resolve the issue through snaptravel.

I contacted their customer service through *** messenger, the initial response was just a basic boilerplate answer, my follow up question was ignored. I initiated the chat again this time specifying that I had several questions. I highly suspect their customer service is some kind of automated chat bot based on the way it responded to certain things and ignored things. Either way ***" looked up my reservation to see how the situation could be rectified. He told me the Amendments Team was contacted about changing to the other location. A little while later he let me know that was not possible. He skirted around my questions asking why it was not possible (the hotel had confirmed that rooms were available and I had no problem paying the difference if the price was more) but did say that the Amendments Team said they could provide a free cancellation pending approval. This, according to *** would be handled by the Urgent Care Team. I didn't hear from them until this morning when they informed me that I had been marked as a no-show for my original reservation and as such would not be getting a refund. Of course I was a no-show, the whole point was that I could not get to that location. I made a simple mistake that I tried to fix immediately. I tried to work with them for a mutually satisfactory outcome. Now I just feel somewhat scammed. They showed no empathy or courtesy for my situation. Worst of all I feel like the whole thing of transferring my issue to different "teams" was all an act to make me think they did all they could when really I don't think they did anything at all.

Last week I booked a night at a hotel in *** through Snaptravel, I thought ok cool I'm getting a really good price for this hotel so I went ahead and purchased it. An hour later after the purchase, I realised I had actually booked the incorrect dates as I wouldn't actually be in the country for the booked dates and needed the booking to be for the following weekend, so I contacted Snaptravel via *** and phone call where they advised that because it was a non refundable booking, they would send it to their amendments team to try and amend it for me with their mutual travel partner and I would hear back within 24 - 48 hours via email. Since then, I've had to follow up more than 8 times and have had to explain my case every single time because *** seemed to know what was going on with my booking. To help my case, I contacted the hotel directly and let them know of the situation to which they were more than happy to accommodate my request despite the non refundable booking. I let Snaptravel know of this via phone call yesterday and sent them a screenshot of the email from the hotel confirming the same. They advised that they would let their amendments team know. BUT I received a txt message this morning advising that the hotel has a strict booking policy and they couldn't amend my booking AT ALL despite the hotel advising me that it was ok! I know this is my fault and I feel like an absolute fool about it but I approached Snaptravel in good faith one hour after the booking was made, and only received a disappointing response a WEEK LATER! I feel like no effort was made on their part at all! I even proposed that they refund me a portion of the amount and keep the remaining balance as an act of good will since I won't even be in the country to use the hotel room, but of course again, no response. I will not be using Snaptravel again

I booked a hotel room online through Snaptravel and when I get to the hotel the next day, the reservation was not in the system and I had to pay outta pocket even though they have taken the money from *** which I have to pay back. So I end up paying twice for a room for one night because snaptravel did not pay this hotel. Cant get in touch with anybody from snaptravel. Not through phone, text or messenger.

I booked a room using *** for August 6th through the 8th. When I got to the hotel they said the dates were for the next week. I immediately texted *** as they say ita the most prominent way of communication with them. After 2 and a half hours of sitting and waiting on several responses from them my reservation was cancelled as they said they couldn't amend the dates. I was told a refund would be issues in 2 to 3 business days. I had to pay for the room AGAIN but through the hotel itself. I called them on the 12th and was told 3 to 5 business days. I have been told to please be patient with them as they are working with their travel partners to fix the situation and they would update me asap. I never hear from them unless I text or call them first and then get told to please be patient. Well my patients is worn thin. I didnt have the extra money to pay twice for the same room.

Un fortunately, I booked through *** one month back
At *** resort and spa hotel from 14 till 17 agust, two bed room, confirmation number as follow ***after that they massage me through wts up saying that there is extra charge from the hotel site because of your nationality!!!
By the way this is the second time doing the same issue in *** island, really I suffered a lot, waiting in the lobby more than 3 hours to check my reservation and they bring to me a paper showing that the booking its cancelled for both of my room I had travel more than two hours with my family and a baby 10 month crying alot because I'm struggling in the lobby to find my room and it wasn't there,
Really bad finally I booked through hotel and ofcourse I buyed double rates 1110 AED DIRHAMS EMIRATI,
I want my money back full refund.
I said why you didn't tell me before booking!!
I called the hotel they said one room confirmed other one not confirmed and it's not there problem!!
After one month if fighting and chatting with agent

Hi, I booked at *** from more than 2 months and I get confirmation from Snap travel only from 2 weeks without hotel confirmation, many times I called the hotel to check with them my reservation, their is no reservation for my, I chat with snap travel from more than month no confirmation every time same replay(we will update you) my check in is tomorrow 14 and until now no confirmation from the hotel.
I am in vacation and now wasting my time chatting with them few hours to my check in and I don't now what to do.
I need the hotel confirmation soon as you can. please help me and solve my problem because really I suffered so mush from this.

I paid for a hotel stay at a *** hotel confirmation *** but when I arrived there was many fees to do check in I was unaware of and didnt have it. It was an extra $180 therefore I was not allowed to check in. I called snaptravel while I was still at the counter only for them to tell me they was escalating the process of a refund. I kept texting and kept getting the same answer with no resolution. I paid $137.00 for this room. I did not cancel the room I wasnt allowed to use the room. I informed snaptravel that I was still there. Still 4 days later I havnt talked to anyone that's giving me a refund.

The worst customer service I have ever experienced. When making a hotel reservation they are very quick to respond. However, I had to cancel a reservation. They do most business via text which they say the average response is 2 minutes. Never did they respond within 2 minutes. More like 20 minutes and twice they never responded at all. Be prepared to be in the middle of chatting someone who just disappears from the conversation leaving you hanging which means you have to start the entire process from the beginning.
When contacting them via telephone the quickest I got to talk to a person was 18 minutes. Once I was on hold for 24 minutes then got a recorded message that they would call back and they hung up. They never called back. When I did get a through to a person I asked to speak to a supervisor. I was on hold for 20 minutes and hung up without speaking to a supervisor.
They did not honor their cancellation policy. I was told I would be refunded my pre paid room and be charged a $29.77 cancellation fee if I cancelled by 8/11/19. If I cancelled after the 11th I would be charged $177. I cancelled on the 11th but their "urgent response team" contacted me today (11/12/19) and said I didn't cancel on time.

On August 6, 2019, I booked a hotel room for one night on the coming Saturday in Baltimore. I received the confirmation e-mail of my payment and that the room is ready to be checked in. On Saturday at 6 a.m., I receive a text from the company saying if I could relocate to a new hotel. I was confused because it was the day of my booking, so I called customer service and asked what was going on with the situation. Apparently the hotel that I booked was overbooked and they had to move me to a hotel that is over 20 minutes away from the location I wanted to stay at. So I went ahead and said to book the room. The customer service lady said that they would send me an e-mail and text about the confirmation of the relocated hotel as soon as possible. I received a text from the company at 3:30 a.m. on Sunday morning on the confirmation of the room; however, I needed the room for Saturday night! It doesn't make any sense. So I called on Sunday morning at 8:00 a.m. to ask for a refund because I never even got the hotel room for the night. The lady said that within 24-48 hours they would send an e-mail about a refund that had to be approved by someone. I never received an e-mail or text about the refund. I'm highly disappointed in this service and I won't be using this again. I felt like I was scammed and lost $195 in the process.

I booked a suite at Caesar's Palace for two nights. My confirmation number was ***. I searched *** after seeing their rates through *** When I arrived at Caesar's Palace they not only didn't have a suite ready for me, they said there was no such thing as a part of the hotel called "Caesar's Suites" which is clearly what SnapTravel is advertising (see attached photo). I had been telling my friends that we had a suite and when we arrived our room was barely large enough to hold us.

I also paid for SnapTravel to call the hotel and ask for further upgrades so I was disappointed to receive a simple text after asking them about it that they couldn't get ahold of anyone. Despite their website saying that they can often get discounts because they have "deep connections with hotels". This is highly overselling their ability to get upgrades.

Finally, the day I was checking in I tried to speak with multiple agents and everyone I spoke with simply said that would get back with me and it's been 24 hours and no one has responded. I have sent follow up texts and emails and the same thing, no response.

Booked a last minute hotel on snaptravel. Got a confirmation code ***ithin seconds and credit card charges. Arrived at hotel. They said that the card snaptravel used to book the reservation was declined. Had to pay for room with own card.

Customer service nonexistant. Told to bear with us and wait for urgent care team to resolve issue. Still no resolution hours later.

Complete scam of a company

I mad a hotel reservation through this site. I discovered the date was wrong so I called the hotel to see if I could change the date they said it would be fine but the 3rd party( snaptrave)l would need to do it they had rooms available and it would be no problem. After contacting snaptravel and several hours of them giving me the run around they said the hotel denied my request to change the dates which now I will het charged 100 dollars for a room I dont need on a date I will mot be thwre plus I now have to find a new hotel at the last min due to there completely useless customer service.

I reserved a hotel with snap travel for a major event in ***. I got the normal confirmation email saying I was good to go. We got to the hotel and was told it was overbooked and there was no room for us to stay in that night. To make matters worse, every hotel in the surrounding area was also completely booked out. The hotel we were originally booked With told us it would be up to *** to reimburse us the money and we would need to contact them directly. After a long conversation with *** I received a long winded message basically stating that since I received a confirmation email after I booked, there was nothing they could do and they will not reimburse me. I am now disputing through *** since I used that account to book the hotel. I will never book with this joke of a company again.