Hoteling Questions & Answers

Here’s what consumers have asked with answers from Hoteling staff and previous consumers.

38 questions answered

32% answered in 1 day

Question:

Hi i booked a 4 night stay with you via trivago for my group (2 adults and 2 kids) to stay at villa rotana in dubai for 4 nights from the 21/1/16 in a burj khalifa view bed and breakfast arrangement 1 week ago. unfortunately they deny any knowledge of the booking and given the above posts would appreciate you following this up Hi i booked a 4 night stay with you via trivago for my group (2 adults and 2 kids) to stay at villa rotana in dubai for 4 nights from the 21/1/16 in a burj khalifa view bed and breakfast arrangement 1 week ago. unfortunately they deny any knowledge of the booking and given the above posts would appreciate you following this up

Answer:

Hello Adam, Thank you for being in touch with us here. Please send me in private message your booking reference or email address used in the time of booking, so I can take a look into this for you and investigate with hotel. I'm sorry for any inconvenience and I hope that this will be cleared up for you quickly. Many thanks, Paula The Hoteling Team

By Hoteling T., over a year old

Question:

When i booked, they showed $194 in taxes which was added to my total. i got my confirmation email and it says that i owe another $1904 in taxes to the hotel directly when i arrive. this makes now the booking $100 more expansive since the lowest price on trivago. scam! When i booked, they showed $194 in taxes which was added to my total. i got my confirmation email and it says that i owe another $1904 in taxes to the hotel directly when i arrive. this makes now the booking $100 more expansive since the lowest price on trivago. scam!

Answer:

Hello Nadia, I'm sorry to hear that this has happened to you. Please send me your booking reference in private message and I'll investigate this further. I'm sorry for any inconvenience you've faced. Kind regards, Paula The Hoteling Team

By Hoteling T., over a year old

Question:

If i cancel my hotel a night before the reservation do i get a full refund If i cancel my hotel a night before the reservation do i get a full refund

Answer:

Hello Momo, Unfortunately when you'd like to cancel the booking so close to arrival day, we cannot refund you the money. In this case we have to follow our suppliers policy. It's possible to cancel and get refund when you would cancel up to 7 days before the stay, however the cancellation fee applies. Let me know if you have any questions. Kind regards, Paula The Hoteling Team

By Hoteling T., over a year old

Question:

Booking ref: 7455274 i've just spent a very frustrating afternoon thanks to hoteling. i tried to book a hotel room in auckland for three nights the end of november but it was taking so long i left the site. came back a bit later and tried again it kept getting rejected and the bar at the top of the screen informing me there was a problem and contact... yes no contact details. on the third attempt the payment went through ok only for me to find i had booked for one night the 25th october which was three days away. no refund for cancellation. no telephone number on their site, and the email address would not be accepted by my computer. so i'm stuck with an expense of $157.20 and no way of contacting the people responsible. judging by reviews i've read this is not an uncommon occurrence. what is happening? bob brooks nz Booking ref: 7455274 i've just spent a very frustrating afternoon thanks to hoteling. i tried to book a hotel room in auckland for three nights the end of november but it was taking so long i left the site. came back a bit later and tried again it kept getting rejected and the bar at the top of the screen informing me there was a problem and contact... yes no contact details. on the third attempt the payment went through ok only for me to find i had booked for one night the 25th october which was three days away. no refund for cancellation. no telephone number on their site, and the email address would not be accepted by my computer. so i'm stuck with an expense of $157.20 and no way of contacting the people responsible. judging by reviews i've read this is not an uncommon occurrence. what is happening? bob brooks nz

Answer:

Hello Bob, I'm truly sorry to hear that this has happened to you. I've already passed this case to relevant department and they're investigating this and they'll contact you soon. I hope everything will be sorted out for you quickly. If you wish to contact us via phone, our number is: 001 888 999 7710. I'd kindly advise you to delete your booking ref from public view because of security reasons. Many thanks in advance. Best Regards, The Hoteling Team

By Hoteling T., over a year old

Question:

I booked hotel at this morning, and got e mail with reference no, after 30min i called hotel to check it, but hotel can not find my reservation. why? I booked hotel at this morning, and got e mail with reference no, after 30min i called hotel to check it, but hotel can not find my reservation. why?

Answer:

Hello Yanna, Thank you for being in touch. Sometimes this may take some time to send your personal details to the hotel. This also depends on the supplier. However if you'll send me your booking ref in private message, I can contact hotel to make sure that they'll receive your booking soon. Best regards, The Hoteling Team

By Hoteling T., over a year old

Question:

We made a reservation through your site on 10/3/15, and received an email confirmation. we drove five hours to our hotel on 10/9 (6 days later) only to discover they had no record of our reservation. the hotel was sold out, so we had to scramble to find another at more than twice the cost. we sent you an email a few days ago, and no response at all. our credit card company has forgiven the charges, but we feel strongly that hoteling should reimburse us for the additional expense due to your error. we refuse to incur added costs by calling your international number. if you'd like to remove this issue from this public forum, then please provide access to an actual person who can resolve this problem. We made a reservation through your site on 10/3/15, and received an email confirmation. we drove five hours to our hotel on 10/9 (6 days later) only to discover they had no record of our reservation. the hotel was sold out, so we had to scramble to find another at more than twice the cost. we sent you an email a few days ago, and no response at all. our credit card company has forgiven the charges, but we feel strongly that hoteling should reimburse us for the additional expense due to your error. we refuse to incur added costs by calling your international number. if you'd like to remove this issue from this public forum, then please provide access to an actual person who can resolve this problem.

Answer:

Hello Joe, It's disappointing to hear that this has happened to you and I can assure you that this is not our standard way of working. I'm very sorry for the delay in contacting you back. Please send an email to our Customer Relations team on feedbackUS@hoteling.com and describe this situation and also include your booking reference. Our dedicated team will take a look into your booking and try to investigate this issue. I can imagine that this was unpleasant for you, especially after a long journey. Please accept my sincere apologies. I hope that this will be cleared up for you quickly. Kind regards, The Hoteling Team

By Hoteling T., over a year old

Question:

Hello! hoteling staff. we contact from patong beach hotel, the customer sent the booking detail which booked from your site to us for econfirm. but we do not receive any booking from you.and the customer unable to contact you Hello! hoteling staff. we contact from patong beach hotel, the customer sent the booking detail which booked from your site to us for econfirm. but we do not receive any booking from you.and the customer unable to contact you

Answer:

Hello Weena, I'm sorry to hear that. Unfortunately I'm not able to localize the reservation without the booking reference. Could you please kindly ask our customer to call us on 001 888 9997710 and our agents will try to sort out this situation. Please pass my sincere apologies to our customer. Best regards, The Hoteling Team

By Hoteling T., over a year old

Question:

Booked my hotel on hoteling.com but i was charged 30$ more than the price listed for the room. i have emailed them 2 times but still no response. Booked my hotel on hoteling.com but i was charged 30$ more than the price listed for the room. i have emailed them 2 times but still no response.

Answer:

Hello, I'm truly sorry to hear that this has happened to you. Please send us private message including your booking reference, so I'll take a look into your booking. I'm sorry for this situation and I'm waiting for your message. I hope everything will be sorted out for you soon. Best regards. The Hoteling Team

By Hoteling T., over a year old

Question:

I booked through your website. you sent me an email confirming that my room has been reserved. i called the hotel mentioning 7426780a a booking ref. # you provided in my email but the hotel confirmed that there is not reservation in my name at their hotel. are you just scamming people?

Answer:

A: Hello Wanda, I'm truly sorry to hear that you feel this way. I've checked that for you and I see that your booking is confirmed and we've sent a confirmation to our supplier. Sometimes it may take a few days to send your booking details to hotel, however I've called and consultant confirmed me that they already have your reservation. Also I'd kindly advise you to delete your booking ref from public view because of security reasons. Thank you in advance. I'm sorry for any inconvenience and I wish you a relaxing getaway. Kind regards, The Hoteling Team

By Hoteling T., over a year old

Question:

Booking reference number 7414436. booked for 2 adults & 2 children incl breakfast. i have contacted the resort & they state that booking is for 2 adults & 1 child, no extra bed & breakfast only for 1 child. they have asked for me to contact you. please email me on mkassey@tpg.com.au to advise what is going on. thank you Booking reference number 7414436. booked for 2 adults & 2 children incl breakfast. i have contacted the resort & they state that booking is for 2 adults & 1 child, no extra bed & breakfast only for 1 child. they have asked for me to contact you. please email me on mkassey@tpg.com.au to advise what is going on. thank you

Answer:

Hello Marisha, Thank you for bringing this to my attention. I've taken a look into your booking and I see that in our system everything is correct. I've called to your supplier to double check your reservation and agent confirmed for me that your booking was made for two adults and two child. I've also asked to resent a booking confirmation to the hotel staff, so I hope everything is cleared up for you. Also, I'd like to kindly advise you to delete your booking ref from public view because of security reasons. Many thanks in advance. If you need a hand with anything, don't hesitate to be in touch. Best regards, The Hoteling Team

By Hoteling T., over a year old

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