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Snaptravel

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

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Snaptravel Reviews (%countItem)

I booked one room via SnapTravel. They charged my credit card two times, for two separate transactions for five nights. Additionally, the rooms were subpar, and unlike anything I'd ever seen. On the first night, we were back and forth to the office trying to get a working remote. Without the remote, we could only access the menu. As well, the refrigerator did not cool. Most egregiously there were roaches on the floors and walls. We spent the first night and checked out the following morning. We appealed to theThe hotel and they refunded SnapTravel for the remainder of our stay. SnapTravel, however, refused to answer our appeals for customer service and refund our credit card. As such, SnapTravel has been refunded and chosen to keep our money. Including the double billing. This is theft.

Snaptravel Response • Aug 12, 2019

Hi *** we apologize for any troubles. Unfortunately, the quality and service of the hotel is out of our control; that said, we have made an exception and processed a full refund. You should receive payment in about 2-3 business days, depending on your bank's timing. Thanks!

Customer Response • Aug 13, 2019

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 if they actually follow through.

Regarding quality and service, I understand that they don't want to be accountable for their partners; as such, I took my complaint directly to the hotel and they refunded the money for the room...to Snaptravel, their partner (and customer) They explained, also, that Snaptravel would have to refund me, and they gave me a receipt as proof of the refund to Snaptravel. When partners refund them and they do not, in turn, refund the customer, that speaks to an entirely different issue.

I accept the offer of a full refund, and I ask that Revdex.com keep this case open until that refund has been confirmed.

Sincerely

I booked a room through Snap Travel recently. I paid for a two bedroom suite. They are a third party business so after receiving my confirmation email I called the hotel to check on my reservation. Upon checking the hotel informed me that Snap Travel booked me in a one bedroom suite. For the circumstances a one bedroom suite wouldn’t work. Plus if I was interested in that suite they had the same room on their website for $21 less a night. Upon contacting Snap Travel on the phone and through messenger they acknowledged the one bedroom suite. Apologized for the inconvenience but didn’t rectify the situation. Didn’t offer to charge me the one last bedroom fee. I was told since the original room stated non refundable that I could not get my money back or any amendments to my reservation. However the room I paid for wasn’t given to me either. Now I’m out of $556.72 because they tried to cancel the room and not give a refund. They falsely advertised a room they could not provide. I had to book with another hotel so now my 556.72 is gone. I don’t understand how I couldn’t get my refund on a room they couldn’t provide.

Snaptravel Response • Aug 12, 2019

Hi Davante - we apologize for any inconveniences. We will need to follow up again with the hotel to understand the disconnect; but have already provided a full refund in the interim. Thank you for your patience and cooperation throughout.

Customer Response • Aug 17, 2019

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. However I’m still waiting for the refund. My bank has stated that they still have not received a refund from you.

Sincerely,

Davante

I used snap travel to book a room in *** arrived at the hotel with my 71 year old parents at around 4:30am. I was told by the desk clerk that I cant check in till 11:00am which meant 5 1/2 hours of waiting in my car before I could check in. I ended up getting a room somewhere else because 5 1/2 hours is too long for my disabled parents to sit in the car. The hotel manager agreed to a refund of my money snap travel wont compensate for this. IF ANYONE IS THINKING OF BOOKING WITH SNAP TRAVEL OR KNOWS ANYONE WHO IS THINKING OF BOOKING WITH SNAP TRAVEL BEWARE. THIS IS A SCAM. THEY WILL TELL YOU THEY WILL REFUND YOUR MONEY BUT THEY DONT. BUYER BEWARE!

Snaptravel Response • Aug 12, 2019

Hi there - our deepest apologies for any troubles! We have coordinated with the property and unfortunately, they did not agree to amend the date of your request due to their strict non-refundable policy. That said, we have made an exception and provided a full refund. Please allow about 2-3 business days to receive payment, depending on your bank's timing.

Customer Response • Aug 17, 2019

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

SnapTravel has very poor and unprofessional customer service. My wife and I booked a hotel months ago. Recently, we found out we could not commit to the Labor Day weekend booking and needed to cancel it. When I contacted SnapTravel, a representative said they would let us know the decision within 48 hours. They said they needed to contact the hotel to see if they would cancel the booking for free. I did not hear back from SnapTravel within 48 hours as promised and decided to call them to follow up. They said they still had not heard from the hotel about the booking. I decided to call the hotel directly, and they said they would cancel the booking for free as long as it was 48 hours beforehand. They also mention no one from SnapTravel had contacted them. I then called back to SnapTravel a third time 5 days later and was on hold for over an hour on one phone and 20 minutes on another. They said they still did not hear back. As a result, I will be canceling the booking through my credit card company and sending a letter to the attorney general's office in my state to file a complaint with them as well. This is a farce of a company. Do not book with them - ever!

Snaptravel Response • Aug 09, 2019

Hi *** we apologize for any troubles. To confirm, a full refund was already processed on August 7 2019; so you should have received payment within about 2-3 business days after. Thanks!

I used SnapTravel to book a night in *** Upon arrival, the hotel had no record and charged my card again. I have been unable to get in contact with anyone through their customer service # or via email. I would like a refund to my card for this booking.

Snaptravel Response • Aug 09, 2019

Hi *** we apologize for any inconveniences. We will need to follow up again with the hotel to understand the disconnect; but have already provided a full refund in the interim. You should be receiving payment in about 2-3 business days, depending on your bank. Thank you for your patience and cooperation throughout.

Customer Response • Aug 13, 2019

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 trip with snap travel online. I prepaid everything in advance except resort fees. When I checked into the hotel, they informed me there has been no payment made and thus charged me for the room. Making that the second time I was charged. I now paid TWICE for the hotel room. Their customer service will not give me any answers. They will not answer the phone. They keep giving me vague answers. I want my money back!!

Snaptravel Response • Aug 06, 2019

Hi *** we apologize for any inconveniences caused. It appears that the hotel was able to generate a reservation and confirmation number on their end; so we will need to follow up again with them to understand the disconnect with the payment. In the meantime, it appears that our support team has already reached out and have provided a refund, along with a credit to match the difference in rate paid at the hotel. Thank you for your patience and cooperation throughout.

I booked the hotel on July 13th for a July 14th hotel reservation through the snap travel website. On July 14th I was picked up from the airport by the hotel shuttle the hotel is approximately 7 minutes away from the airport. On the way to the hotel, the driver stopped on the side of the road picked up 5 women and turned around and headed back towards the airport to drop them off. I asked him why did he do that, and his reply was oh I forgot you were in here. He then proceeded to take me to the hotel. When I arrived at the hotel on July 14th, the hotel had a horrible smell, and when I asked the hotel front desk what it was, they said they did not know, and they were trying to figure it out. The hotel was very hot, but I proceeded to check-in and go to my room. When I entered my room, it also had a smell. The room did not match the pictures advertised. You could tell that there were minor updates. This was not an issue until I realized there was hair on the bed as well as hair in every towel I opened. There was a substance on the toilet, cookie crumbs in different areas of the room as well as a red sticky liquid on the desk. At this point, I was not happy. I went to the front desk and asked if I could have a refund. The manager agreed but told me to call snaptravel. I called snaptravel and the agent apologize for the inconvenience and told me that she would put in an expedited special ticket and I should receive a refund in 3 to 5 business days. I booked another hotel via snaptravel that moment believing I would not have an issue receiving a refund. It has been over two weeks and several phone calls later to snaptravel with no progress. Every time I have to re-explain the story and the agent will tell me they will put in a ticket. Eventually, I received a text saying they denied my refund. I called and was able to speak to a supervisor and explained my story again. She said that she would call the hotel and speak to the manager who approved my refund, which (the managers name) is noted on my account. I also called the hotel to let them know that snaptravel would be calling. The two managers at the hotel agreed that I should receive a refund. It has been over two weeks, and I have still not received a refund.

Snaptravel Response • Aug 06, 2019

Hi *** we apologize for any troubles. To confirm, a full refund was already just processed for the double booking; so you should be receiving payment within about 2-3 business days after, depending on your bank's timing. Thanks!

What a nightmare! Never book with this company! I booked a hotel in Nashville for August 4th through the 7th. I made numerous attempts to confirm what the fee/security deposit would be that is held on your debit/credit card at checkin. I also tried to confirm with the hotel that I had a room booked. I called the hotel 3x and each day I was told I didn’t have a reservation with them. When it reached a week before the trip I contacted snaptravel yet again with these concerns and they yet again weren’t taken seriously. They will always tell you they need to confirm with their travel partner. I paid an extra fee for expedited support yet I wasn’t days and days with no resolution. I was then told they would let me refund up until August 1st and so I requested they do that since they still hadn’t booked my room and the trip is in the next few days. Low and behold they have to contact their partner for that too. They will not give you the partners info. They will not refund your money. And apparently they won’t book your hotel either. I have had to dispute the charge with my bank to try to get the money back. I’ve also had to find other accommodations which aren’t what I was looking for and cost more on-top of it! This company is nothing but a SCAM.

Snaptravel Response • Aug 06, 2019

Hi *** - we sincerely apologize for any inconveniences. We will need to follow up again with the hotel to understand the disconnect; but have already provided a full refund in the interim as of Aug 1, 2019. You should be receiving payment in about 2-3 business days thereafter, depending on your bank's timing. Thank you for your patience and cooperation throughout.

I booked a One Bedroom King Balcony suite at Hilton Hill Country San Antonio for 7/28/19 through Snaptravel on 7/27/19. I received a confirmation through Snaptravel that said my reservation was 100% guaranteed. My family arrived at the Hilton on 7/28/19 around 8:00pm. After I checked in and received my room key, I discovered I was given a very small standard king room with no balcony instead of the suite I had booked and payed for. I went back to the receptionist to change the room to the suite I had booked. The receptionist (***) and manager (***) both told me I had booked a “Hot Deal” through Priceline for a standard King room. I explained that I had not booked through Priceline, and I didn’t know anything about a “Hot Deal” . I informed them that I was traveling with my two children, and I had payed a higher price for the larger room that included a sleeper sofa for my children. I tried showing her my email confirmation from SnapTravel that clearly showed I had payed for a suite, but she said she had never heard of SnapTravel and my “Hot Deal” room was a standard room and was not guaranteed. She said on her reservation it showed the “Hot Deal” standard room, and that is what she had to go by. She then told me the hotel was sold out of suites and suggested I contact SnapTravel about the problem. I called SnapTravel from the Hilton lobby and spoke to ***. *** assured me the issue would be escalated and someone would contact me within 3-4 hours to help me. I explained to *** that my family could not wait in the Hilton lobby until midnight and we were going to have to find another place to stay, so I needed a refund. *** assured me someone would call me back to help me get the refund. My family had to leave the Hilton to search for another hotel. I stayed up until after midnight at our new hotel waiting for someone to contact me about the refund. No one ever called or contacted me. Today (7/29/19) I tried calling and waited on hold for over half an hour before I gave up. Then I tried messaging, as their site states this is the easiest way to contact someone. 15 minutes after messaging, I received a message from “***” with the exact same response *** had given me yesterday “Sorry for the inconvenience, What I can do is escalate this with our escalations team.” I explained to *** that this is the exact message I received from *** yesterday, and I requested he put me through to someone who is authorized to issue refunds. *** responded that he had already escalated to higher management and I would hear from someone soon. I asked *** who specifically from higher management is dealing with my case and requested his/her contact information. *** responded “Apologies but that we cannot disclose to you.” He refused to give me the name of the person who is supposedly dealing with my case and then said to”bear with us as our escalations team negotiate with the hotel for your request.” I explained again that *** said this yesterday, and I asked when exactly someone from management would contact me. *** never responded back. This leads me to believe there is not actually a higher management at SnapTravel.

Snaptravel Response • Aug 06, 2019

Hi *** - we sincerely apologize for any inconveniences caused. We will need to sync again with the hotel to understand the disconnect; but have already provided a full refund in the interim as of July 30 2019. You should have received payment about 2-3 business days after, depending on your bank's timing. We appreciate your patience and cooperation throughout.

Customer Response • Aug 06, 2019

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

Snap Travel advertised a great rate for a vacation in Mexico and advertises fully refundable purchases. I booked the wrong date on their website and called immediately after booking..literally 20 minutes (because I was on hold for 15 minutes). I was advised the booking was non-refundable and the customer service person immediately hung up on me. I called multiple times until someone advised they would make the change.

I called the resort to verify the changes and the hotel DOESN'T EVEN HAVE MY RESERVATION !! Snap Travel is now giving me the running around and now I can't get any assistance. WHAT A RIPOFF.

Snaptravel Response • Jul 29, 2019

Hi *** - we apologize for any troubles. Unfortunately, due to non-refundable reservation terms, we needed the hotel and our mutual hotel partner to authorize and approve an amendment of travel dates, free of charges. We were diligently following up with both parties, in an effort to get the best verdict that we can for you. As we mentioned to you over chat, the hotel and our mutual partner were able to process changes without a fee/penalty. Hope this helps clarify and we hope you enjoy your stay!

Snaptravel Response • Aug 05, 2019

Hi *** - we will investigate further with the hotel to understand the disconnect; but have provided a full refund in the interim for your booking. Please allow about 2-3 business days to receive payment, depending on your bank.

Customer Response • Aug 05, 2019

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 made a reservation for a hotel *** with snaptravel and was charged the disclosed rate. Upon arriving to the hotel, however, they had no record of the reservation more a room to offer me. I texted for 90 minutes with the help service that had been identified at three time of making the reservation, but was simply told repeatedly that "their travel partners" were "working on this case." I gave up at 4am and left.

Snaptravel Response • Jul 29, 2019

Hi *** - we apologize for any inconveniences caused. We will need to follow up again with the hotel to understand the disconnect; but have already provided a full refund in the interim. Thank you for your patience and cooperation throughout.

I purchased one hotel room night from them. I then tried to cancel and they refused to let me cancel. I could not call anyone or email anyone, it had to be through messenger and there would be very long pauses. Once they told me I could not cancel I asked to speak to someone else and they have had my case pending review of some travel agent for 5 days now. I think they are trying to wait me out until after the day of my travel.

Snaptravel Response • Jul 23, 2019

Hi *** - we apologize for any troubles. Unfortunately, due to non-refundable reservation terms, we need the hotel and our mutual hotel partner to authorize and approve an amendment or refund. We are diligently following up with both parties, in an effort to get the best verdict that we can for you. Once finalized, we will update you over chat. Thanks for your patience!

Booked a reservation through ***, requested a refund due to weather conditions in New Orleans. Customer Service falsely told me that have been in contact with hotel to request a refund. For 2 weeks, they repeatedly said they are working on my request. I finally contacted hotel after my reservations passed. *** stated they have not recieved any requests on my reservations for a refund. *** gave me the impression that they were in contact with hotel, which falsely was not the
case. This company fully charged me, lead me on for 2 weeks, then they requested me to cancel my reservation!!! When my reservation clearly was over with.

Customer Response • Jul 28, 2019

Complaint: ***

I am rejecting this response because: I still have not received a refund in my credit card, it's been 5 days since they stated they will issue my refund.

Sincerely

Snaptravel Response • Aug 05, 2019

Please see attached refund confirmation verifying a full refund being processed on 7/23/2019 to the *** on file ending in ***.

No Stars, if I could. This company is the worst and they are lairs. I booked a anniversary night on the beach and booked a suite. When I called to confirm, SnapTravel actually booked me a regular room, and kept the profit. I have tried to call and speak to a supervisor, but they are all "busy." Never use this company. It is worthless and all they do is take your money. They really need to be shut down if they are going to work like this. SCAMMERS!!!! Worst experience of my life!!!!

Snaptravel Response • Jul 22, 2019

Hi *** we deeply apologize for any inconveniences caused. We will need to follow up again with the hotel to understand the disconnect; as they mentioned that allotment for your specific room was overbooked. However, they mentioned to us that since they didn't have a studio suite available at that time, they assigned you to a King Ocean Front room instead, a higher room category, complimentary. Thank you for your patience and cooperation throughout.

I have booked with snap travel many times. Never had an issue. This past time I received an email from them about referrals. If I referred a friend they get $30 off their next booking and I would get $30 off for referring them to snap travel. (Once their booking was complete) They booked. I got 10% off. They said it was because I was already a customer with them and I wasn't new. But they sent me this link with the code and the directions and what I would receive and what whoever I referred would receive.
Another issue is on Google their prices are different than on their site. It says for July 19-20 1 night stay, 2 adults price is $103/night (starting depending on the room obviously) I click on the link and it brings you to a page that says again, rooms at $103/night for the dates I needed. (Dates are at the top of the page) it asks how would you like to book this deal. I clicked on my preference and it sent me the link. $125/night. I tried numerous times and from different places, phones and my computer. All the same. I called snap travel and they just say it's not false advertising and that room rates change. I understand this. But it has said this since last night at 10pm. It's not 740am and saying the same price. Also on the advertisement it says "hurry, offer ends in 1 day" so I'm assuming that price is the price for one day....? I do have pictures of all the advertisements and screen shots of the pages as well. The lady at snap travel just kept telling me these are the prices and because I'm already an existing member I don't get $30 for referring someone I get 10%. Which I have got already numerous times. But there is no fine print to this "Save $30, get $30" referral program they have going either. I've been on hold for going on 20 minutes waiting for a supervisor. I asked and asked to speak to one for 36 minutes and she kept telling me there wasn't one for me to speak with. Then I started getting upset and she said the supervisor was on a call. She put me on hold and came back and said they will call me back. I said no it's ok I'll hold. I've been holding for going on 21+ minutes and no supervisor on the line yet. I have a feeling they will keep me on here until my call drops or I just hang up. This is not fair and that is false advertising at it's best. I have booked with them about 4/5x in the past. Never had an issue. Until now.

Snaptravel Response • Jul 22, 2019

Hi *** - we apologize for any troubles. To confirm, we have honored the discount for $30.00 and have processed it to your payment method on file. You should be receiving payment in about 2-3 business days, depending on your bank's timing. Thanks!

Customer Response • Jul 22, 2019

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 recently traveled to Las Vegas for my birthday last weekend and missed my outbound flight from Long Beach airport. I immediately called the hotel that I had booked through Snaptravel to inform them that I would be arriving a day late, I was told that I had to contact Snaptravel in order to have them contact my hotel to notify them. I contact Snaptravel via text message (see attached) and they said they would notify the hotel. The next day, I called the hotel to follow up and I was told that my reservation was inactive and that I would have to contact who I booked it through to have them reactivate the reservation. When I called Snaptravel, I was told that the representative that I had notified of my late arrival had cancelled my reservation all together. This was just as I was about to board my flight to Las Vegas. I was told that they would put a rush on the request and that it could take 1-2 hours. When I landed, I had no hotel to go to and waited on hold for nearly 40 minutes when I called SnapTravel for an update. I eventually hung up and NEVER heard back from Snaptravel even though they said they would notify me via text message of any updates. I will never book with them again and will be contacting the Revdex.com in regards to this horrible experience, which resulted in my birthday being completely ruined and extremely stressful.

Snaptravel Response • Jul 22, 2019

Hi *** - we apologize for any troubles. To confirm, we had spoken to *** from the hotel's reservation department and he mentioned that you had already checked-in late and provided us with a confirmation number. Unfortunately, he advised us that they cannot cancel the first night free of charges due to a no-show and non-refundable terms. We apologize that this wasn't the ideal verdict, but wanted to ensure that they did not cancel the reservation entirely. Thank you.

Customer Response • Jul 22, 2019

Complaint: ***

I am rejecting this response because:

I was told by both the hotel and the Snaptravel representative that this reservation was accidentally canceled. I never received ANY response from SnapTravel and was on hold for over 40 minutes when I eventually hung up and had to deal with my booking with the hotel directly. It was very apparent that the person on the other end of the line was NEVER coming back. I literally NEVER heard from your company after that. Not by phone, not by text, not by email. ABSOLUTELY NOTHING. SnapTravel has the mot HORRIFIC customer service ever and I will continue to dissuade ANYONE who considers booking through SnapTravel. I have truly never had such a horrible booking experience and your customer service representatives need some serious retraining.

Sincerely

Snaptravel Response • Jul 23, 2019

Hi *** - we apologize for any miscommunication. A full refund was already provided via ***, the method in which you paid. You should be receiving payment within 24 hours. Thank you.

Purchased hotel resort when I got to the hotel they said I had no reservations. I contacted snaptravel for a refund and they still haven't contacted me back. This company is a scam and needs to be put out of business.

Snaptravel Response • Jul 22, 2019

Hi *** - we apologize for any troubles. To confirm, a full refund was already processed on July 21 2019; so you should have received payment within about 2-3 business days after. We appreciate your patience and cooperation throughout.

I booked a room with Snaptravel and when I got to the hotel I had no room and they have not refunded my money.

Snaptravel Response • Jul 18, 2019

Hi *** - we sincerely apologize for any inconveniences and troubles caused. We will need to follow up again with the hotel to understand the disconnect as to why they could not locate the booking on their end; but have already provided a full refund in the interim. Thanks for your patience and cooperation throughout.

I was charged for a hotel room that I had cancelled well in advanced. I have been waiting approximately 2 months for a refund from this company and I keep getting the run around. I keep calling and texting them and they continue to tell me that they are still working on the problem with a 3rd party company. The company Snaptravel is an absolute fraud. I would like the CEO *** to be informed of my ongoing dispute with his alleged company. At this point, I have been deprived of my money which constitutes the crime of theft.

Snaptravel Response • Jul 16, 2019

Hi *** - we apologize for any inconveniences. We will need to follow up again with the hotel to understand the disconnect; but have already provided a full refund in the interim. Thanks for your patience and cooperation throughout!

I booked a room through SnapTravel for July 8 at the *** in Atlanta. SnapTravel billed my credit card for $158.38 for the room. The credit card transaction has processed and SnapTravel has received the funds. SnapTravel has not paid the hotel the $158.38 for the room. When I arrived at the hotel they said SnapTravel had not made the payment. I had to pay standard rate of $199.05 for the room just to have a place to stay for the night as SnapTravel did not resolve the issue. I have contacted SnapTravel numerous times about this and they keep saying they are following procedures. On July 9 I received a message from *** on the escalation team stating he had resolved the matter and the hotel would issue me a refund. I talked to the front desk on July 9 and was told that he issue had not been resolved and the hotel still had been paid. The front desk clerk said SnapTravel told them they didn’t know anything about the reservation. I have all documentation to prove my case. SnapTravel stole my money.

Snaptravel Response • Jul 16, 2019

Hi *** - we apologize for any troubles. Unfortunately, due to a no-show according to the hotel, they did not agree to provide a refund, That said, we have decided to make a one-time exception for you to provide a full refund for your booking with SnapTravel. You should be receiving payment in about 2-3 business days, depending on your bank.

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

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