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Unfortunately I used hoteltravel.com through hotels combined who directed me to their site. Upon booking for the Marriott hotel in Sydney and charging my credit card an email was sent stating that they could not fulfil the booking as the hotel was booked out.
I have read most of the reviews on here and while hoteltravel.com spout off their customer service garbage giving their sincerest apologies and "this is not what the company stands for" and offering a 24 hour customer service in reality you emails get ignored and get hung up on or wont answer when trying to call them. I fear I have lost almost $1000 to these scam artists! Hotels Combined and Trivago also need to really scrutinise who they conduct their business with.
Scott E.'s review of HotelTravel.com earned 8 Very Helpful votes
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Dear Scott,
At the time you placed your booking, the rate of the room you had requested could still be reserved, however, by the time the booking went through, it was no longer available. Your credit card was authorised but it was not charged.
Let us explain our booking process further: HotelTravel.com purchase rooms on a booking request by booking request basis from hotel wholesale agents who contract these rooms in bulk from hotels around the world. Each hotel agent is given an allotment of rooms per hotel, which are available on a first come first serve basis. If it is the case that a hotel agent has sold all of their allotted rooms at the discounted rate, the next available rate will be generated. Our instant confirmation rates are always based on current availability.
Unfortunately during your particular booking submission, the room had already been reserved by another customer.
Please note that our reservation system charges a customer credit card for the full booking amount only when the booking is confirmed, there is no exception to this system rule. When a booking request shows a cancellation date falling close to the day when the booking is made (7 days to be exact), our system will automatically flag such a booking as urgent.
With such urgent bookings, our objective is always to expedite and confirm reservations as quickly as possible in order to secure the room and satisfy our clients with what we believe are urgent needs. In doing so, our reservation system triggers an automated pre-authorisation of the client’s credit card to ensure that the funds are available but in no way debits the client’s credit card.
Therefore, when you submitted your booking request to us our reservation system automatically triggered the pre-authorisation of your card only – it was never charged. The amount was simply blocked by your bank via the pre-authorisation process, which made the amount temporarily unavailable/invisible to you, the card holder.
The authorisation has already been reversed.
We are sorry that your experience with us was not as satisfactory as it could have been.
Kind regards,
The HotelTravel.com Team