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Snaptravel

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

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We made a reservation for May 17 to stay one night on Courtyard by Marriott Springfield (***). When we got to the hotel they told us that there was a pet fee (around $150) that we weren't aware of since the Snaptravel website gave the impression that the hotel was pet friendly and that it did not charge extra for a dog (pet fee). When we found out this we obviously decided that we weren't going to pay more for the pet ($150) than the whole stay ($147). We explained the situation to the hotel employees and they told us to call Snaptravel to cancel since we made the reservation through them. I call and spoke with "Queen" which assure us that we were not going to be charged for the reservation and we were going to receive a confirmation later through email I believe.

Snaptravel Response • Jul 16, 2019

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

Customer Response • Jul 19, 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

Purchased a vacation through snaptravel to Mexico on 06/11/2019. On 07/06/2019 I received and email and text that our trip had been cancelled. When I called and inquired about it (after being put on hold and disconnected 6 times) , I was told the hotel cancelled
It. When I spoke with hotel I was told that was not true. I called back and was told that it happened on the website side and maybe it was a glitch in the system but finance was working on reversing it and reinstating the reservation. On 7/7/19 a text came through stating that we had been fully refunded and needed to book again. The price was 3 times why we paid. We now have plane tickets to Cancun and no booking. We are considering suing (my family is full of attorneys) if this isn’t resolved.

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 and officially processed on July 5. Thank you for your patience and cooperation throughout.

I made a purchase thru the SnapTravel website for a hotel reservation. Upon the time I went to check in, the hotel cancelled the reservation but was unable to return the funds. They sent a confirmation to SnapTravel advising they cancelled the reservation. Since June 15th, 2019 I have been trying to communicate with SnapTravel about the request for my refund. They have told me on several occasions they are working on it. Very time I call I am unable to speak with a manager directly. They always want me to text them instead of calling them directly and they keep repeating the same thing to me. I have asked several times to follow up with the third party provider and I have asked several times to speak with a manager. It has been over two weeks now and I still have not received an outcome or refund.

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. You should have received payment within about 2-3 days after. Thanks fo r your patience and cooperation throughout.

I booked hotel travel with Snaptravel. Our first hotel room had air condition problems and sanitary problems in the bathroom, there was dirty hair on the floor. After the electrician came to the room and he indicated it was extremely musty and we couldn't stay in that room. The hotel moved our room and that room had plumbing issues.

Snaptravel Response • Jul 16, 2019

Hi *** we apologize for any troubles. Unfortunately, the quality and service of the hotel is typically out of our control. That said, we have decided to make a one-time exception for you to provide a full refund. Thank you for your patience and cooperation in the interim.

I booked my recent stay at *** through snaptravel. When I arrived at the hotel, they stated they had not been paid through snap travel. (They explained that when I book through a site like that I pay the agency then then they pay the hotel). So I reached out to snap travel via phone, called three times and no one answered. It went to a message stating that they would call me back (they never did). I was then able to get in contact with snap travel via messaging. After multiple attempts, it took them several hours to resolve the issue. Afterward reaching out to them for some kind of compensation, it took several attempts. They finally offered me 10 percent off future travel. (Which I will never be booking with them again nor do I think that is a fair compensation for waiting multiple hours to get into my hotel room)

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 discount on a future booking, as well as a credit on that existing booking. Thanks for your patience and cooperation throughout!

I booked a hotel room at th*** for July 4-7 through Snap Travel. I called the hotel to confirm my reservation on two occasions (1 day after booking and 10 days after booking). The first time, the hotel staff said that with third party bookings it can take a few days to get into their system. The second time (after 10 days), the hotel staff said that my reservation was not in their system. I asked them if it was possible my reservation was under Snap Travel and not my name and they assured me that it would have already been added to their system. Additionally, they assured me that they had no rooms reserved for Snap Travel because every room in the hotel was booked. When I told them that my reservation states my room is 100% guaranteed, they said that unfortunately Snap Travel has been overselling rooms that are not available. They said they are completely booked for the dates in question and are currently overbooked in their existing reservations, meaning they have more reservations made than rooms available.

I then called Snap Travel and they kept telling me that the room was available and just wasn’t in my name, despite me telling them all of the above. I asked for a refund and they stated that I was past the date for a refund. I explained that I had paid for something that did not exist, they said that all they could do was send my case for review by a higher board. I was told I would receive a call back in 2-3 hours. That was on Thursday, June 27. I still have not received a call back and I continue to get instant messages stating that my case is still under review and there is nothing they can do.

Snaptravel Response • Jul 16, 2019

Hi *** we apologize for any troubles. To confirm, a full refund was already processed on June 30 2019; so you should have received payment within about 2-3 business days after. Thanks!

I made a reservation through this company today and paid over $124.. when I arrived at the hotel today with my reservation email. the hotel stated they cannot find my information in the system and refused me access. I want my money back...this is a scam.

Snaptravel Response • Jul 16, 2019

Hi *** we apologize for any troubles. To confirm, a full refund was already processed on April 26 2019; so you should have received payment within about 2-3 business days after. Thanks!

I booked a room at an otherwise nice hotel in Lafayette, Louisiana, but the room's toilet wasn't functioning. The hotel didn't have any other suitable accommodations, so we had to book elsewhere (thankfully with another company). I immediately contacted Snaptravel, and was told that they would have to speak with the hotel's manager to confirm they would approve a refund. After contacting the hotel and Snaptravel six times in four days, I finally spoke with the hotel manager, who said that they refunded my funds to Snaptravel on the same day my room was cancelled. To date, Snaptravel is still giving me the runaround on the status of my charges and will not give me a straight answer. I had no choice but to file a dispute with my credit card company. AVOID THESE PEOPLE; THEY ARE NOT A REPUTABLE COMPANY!

The business sells hotel accommodations. I booked and paid for a reservation. The hotel they made the reservation at was a different hotel than what was advertised.

Snaptravel Response • Jul 19, 2019

Hi *** - we apologize for any troubles. We will need to sync with the hotel to understand their disconnect; but to confirm, a full refund was already processed, so you should have received payment within about 3-5 business days after. Thank you for your patience and cooperation throughout.

Please please please stay away. You have been warned. Like all the other reviews I have read, the same thing happened to me. I booked a room at a great price and five hours later after showing up at the hotel, there was no room available. The front desk person patiently tried to accommodate me but indicated they never received confirmation for the reservation although it was paid for. I tried calling which was a joke and then I sent a message. It took them over 2 hours for them to respond. When they responded over two hours later, they asked if I was at the hotel. After explaining my situation they responded by saying they were sorry for the inconvenience and a refund will be posted to my account. Needless to say, I doubt that will happen and their service and customer service is absolutely horrible!!!!!!! Please beware!!!!

Travel stay booked and confirmed with hotel on 6/16, due to unforeseen circumstances I was forced to cancel reservations and did so within the allotted time frame. The following day I placed a call with snap travel and the hotel in question to confirm the booking was cancelled, I was informed that a refund would be issued back to my account, it wasn't. After repeated daily calls to snaptravel I assured it had been taken care of and would receive funds within 48-72 hours, as of 6/21 I have still not received my refund and my bank informed me they have no pending credit being returned to the account.

Snaptravel Response • Jul 19, 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 a refund. We were diligently following up with both parties, in an effort to get the best verdict that we can for you. However, due to your circumstances, we have made an exception and have processed a full refund. You should be receiving payment in about 2-3 business days, depending on your bank.

We were in the *** for a month in May/June of this year and the last week decided to take the "*** for a few days. I called our favorite hotel and was told they were booked but continued to look at companies like *** just in case they could get us in. Then Snaptravel came up. I put in the dates and the hotel, and they said they could book a room for three nights. So I agreed, paid the full price they were charging, then called the hotel the next day to see if they had a reservation under our name. They said they did not, and that they had several other inquiries from those who had used Snaptravel whom they were unable to accommodate as well and that this had happened several times before with the company. There was a 24-hour period in which you could cancel after making the reservation, so we were able to get our money back, but I wanted to share our experience with others so they would avoid using Snaptravel.

We made a booking for a super nice place in Napa, that should have been hint number 1. Note to everyone, if the deal looks too good to be true, it is.
When we called the hotel to confirm our reservation, they told us they don't accept any reservations from SnapTravel, also their rates are over $1000 per night, and there is no way they would have a room for $141 (what we got through SnapTravel).
Took FOREVER to get a hold of an agent, and after all was said and done, all I got was a 'we apologize for the inconvenience'.
Needless to say, this company is super sketchy, do NOT book through them unless you want to turn up at the hotel and be rejected and then have to fight to get your money back. Scam city right here.

This company charges you more then the hotel would charge. Then they wont issue a refund, but will string you along as if you are going too. Dishonest. Do not trust. Will not use again.

This service is a clear scam. The hotel that SnapTravel “confirmed” for me was conveniently overbooked 6 weeks after SnapTravel gave me the confirmation and they could not secure the reservation. They then offered me much lower quality options which I agreed to, but due to the busy weekend in my destination, the hotel prices had climbed and they could “not secure” reservations at any of the other options. They offered a full refund but I was now forced to purchase a hotel on my own that was significantly more expensive (and lower quality) due to the large increases in demand in the city I was visiting. Then, after over a month of back and forth communications, they told me that I would see my refund in 7-10days. There had still been no refund nearly a month later. They have gone silent on *** messager (the only way you can contact them) and have not responded to any of my messages. It is safe to assume that they have now stolen my money. I tried to call the bank to have the transaction recalled/refunded, but SnapTravel strategically drew out the process so that the bank could not claw back the funds. Absolute SCAM. Stay away.

Absolutely terrible. Tried booking a room but was told it was sold out after I entered my card info, which is fine, however they still charged me. I tried contacting the customer service who failed to listen to my complaint, not even letting me talk, and telling me that it didn't happen. They hung up on me eventually. Thus they told me my problem didnt exist and now I an out 200 dollars without a hotel room and having been significantly disrespected.

Horrible experience. The hotel room I booked through them was disgusting. I tried getting a refund through the hotel and I was advised I had to go through snap travel. They keep sending me texts from their “ninjas” and not one of them has yet to resolve my complaint.

Recently I booked a hotel stay through Snap Travel. They took money from my credit card but the hotel never had my reservation. They couldn't resolve the issue until couple of days before the stay and told that I would receive my money back. Now they are saying that it is tagged as no show and won't refund the money. I have all the proofs that they are cheating.

Snaptravel Response • Jun 25, 2019

Hi *** we apologize for any troubles. To confirm, a full refund was already processed on June 6 2019 for the double booking; so you should have received payment within about 2-3 business days after. Thanks!

I paid for one night at the Holiday Inn Pearl-Jackson Area at *** on May 18, 2019. My experience, awful-areas and things in my room weren't clean. The AC wasn't malfunctioning. The TV remote wasn't controlling functions of the TV. The loose bedding lead me to believe someone had been lying or sitting on the bed. I went to guest services and reported this to Ms. who was pleasant but did not offer anyone to go and clean my room or check my issues. Maybe she was overwhelmed; it was very crowded and busy. She said the manager, Ms., would be there the next morning and could provide a refund. Since it was late and I had just driven from Miami and I was assured the manager would take care of me the next morning, I stayed but slept in my clothes. The next morning I spoke with the manager, and she advised she couldn't give me a refund because I paid through a third party. She said she would to talk to the general manager and to call her the next day. The next day I called and left a message, but she didn't return my call. I called again the following day, and she said she couldn't understand the number I left, which didn't make any sense; they had a record of my stay. She then placed me on hold, came back and said she could refund me $40, but that was all she could do. I paid $123.18 for a night of discomfort; therefore, I didn't accept her offer. She said I should contact Priceline, which confused me because I purchased the room through SnapTravel, which is what was showing in my *** account; therefore, I contacted them. They sent me their help page website to "better assist me." I followed the instructions to chat with an agent via Messenger, but was never contacted via Messenger. I reached out again to an agent via Messenger and spoke with two agents. To sum up the chats I had with the last SnapTravel agent, she said she had to get authorization from the hotel to give me a refund. I told her that either she or the hotel manager was not being truthful; therefore, I was contacting ***. At this point the agent said she was putting in a request for my refund, but couldn't promise anything. At this point I asked what was the approximate response time on request like this, she said she didn't know. Because of that response and since she didn't provide a reference number I don't believe a request for my refund was submitted.

Snaptravel Response • May 28, 2019

Hi ***,We apologies for any inconveniences suffered at the property! Although the quality and service of the hotel is out of our control, we still made an effort for them to provide compensation; although, they did not agree. That said, we still processed a 30% credit for $40.00, in good will, for the inconveniences. We apologize that we could not refund the entirety of the stay, but appreciate your understanding and patience.Thank you!

I was looking to book a hotel stay for our summer vacation. I selected a room in the *** to see how much my total would be. The room I had selected through the snaptravel website said it was refundable. When I proceeded to the end to see the total I hit the purchase with my *** pay in error. I immediately called the company within 10 minutes of this happening. The customer service representative apologized and informed me that this was a non refundable purchase and there was nothing she could do. I asked to speak with a supervisor and I wasn't granted that either. I have already called *** and flagged it with them to see if they can help me out. I would never use this company again. Consumers beware!

Snaptravel Response • Jun 25, 2019

Hi *** we apologize for any troubles. Unfortunately, due to non-refundable reservation terms, we need the hotel and ou mutual hotel partner to authorize and approve a 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!

Customer Response • Jun 25, 2019

Complaint: ***

I am rejecting this response because: This company is lying and playing with my money. I continue to call customer service. On Friday, June 14th, I was told by the customer service agent that the hotel had finally agreed to the cancellation and had refunded snap travel the money and snap travel was already in receipt of the funds. I continued to ask if I should be able to see my refund in the next 24 hour period. They then proceeded to tell me that they couldn't tell me when I was going to see a refund because they had to wait for their their party partner to refund me the money. How does this make sense. These people are unprofessional and full of lies. They won't put anything in writing to me confirming that a refund has been granted and when I should see this reflected on my account. I have been in this cancellation limbo with them for almost two months when Their site says free cancellations. Until I don't receive my refund I can't book a summer vacation for my child. At the rate I'm going with these people my poor child will not have a summer vacation this year. WHAT A NIGHTMARE! DON'T DO BUSINESS WITH THIS COMPANY EVER!

Sincerely

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

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