Hoteling

Booking was fast, easy with all details visible and most of all the best price.
Thank you Hoteling.

I would beware of ever using Hoteling.com. Full disclosure that I am the Head of a Customer Support organization for a leading multinational consumer electronics company and know a little bit about the challenges of providing good customer service.

We recently booked a 3 day hotel via Hoteling.com. Due to a family health issue we decided to delay our vacation by 2 weeks. Reviewing the email receipt and documentation provided by Hoteling.com, there was not a single mention of the cancellation policy. I then went to the Hoteling.com website, entered my Booking Reference number and searched for information on the cancellation policy. There was nothing to be found.

I then decided to contact Hoteling.com via their online chat app. The app sat there for nearly 30 minutes saying waiting for a service representative to respond. No response and the app timed out. I tried several other times with the same result. It was late so I waited until the next day to phone.

I phoned the support desk at Hoteling.com to receive help from a woman whom informed me that the cancellation policy was 7 days. I asked her to cancel the reservation as it was still 7 days out. The representative said that it was only 6 days out based on "their" time (Spain). I explained that the reservation was made in the USA for a US based hotel from the US Hoteling.com site and it was still 7 days until we would arrive at the property. I also noted that the Hoteling.com "Manage my Booking" page was saying it was only 4 days out, which was obviously in error. The rep could only continue to ignore these facts and continue to recite the terms and conditions. I therefore asked to be transferred to the supervisor for further investigation.

Since Hoteling.com is based in Europe, I was informed that supervisors do not work during US hours. I find this ironic as Hoteling.com seems to target the US market. I was informed to call back at 1 am and that a supervisor "may" be available, but not for certain.

My wife and I called back several times after this to only be told that the supervisor was not in, busy, unavailable or in training. Not once did the Tier 2 supervisor take our call.

In the end, our only recourse was to dispute the charge with a reputable company, American Express. I am unsure how this story will end but advise you by all accounts to not use Hoteling.com. You might save yourself $20/night, but it will not be worth it.

Unfortunately we have also been scammed by hoteling.com. After reading your reviews and the ones on another website I followed up directly with the hotel with regards to the booking we made with hoteling.com for 5 days on 6th February 2016 as part of our honeymoon in the Philippines and guess what the hotel have no record of our booking! The hotel manager even phoned me and has put this in writing to me and hoteling.com to confirm they haven't got our booking. I have contacted hoteling.com several times over the last two weeks to get a refund. I get slow replies from hoteling.com saying they are looking into it and some of their correspondence does not make sense it is as if they are fobbing me off and it is me chasing each time for a reply and I have demanded a refund. I have now contacted my bank as I paid on visa card and they are going to investigate this and get a refund. We have now been forced to booked a different hotel with Expedia as otherwise we will have nowhere to stay when we get to the Philippines. Hoteling.com took the full amount of money from my account back in November for this trip - what a disgrace! Do not book with hoteling.com they are a scam! I will be seeking further legal advice and taking further action on return from our honeymoon.
27th January - to update my review I have sent the case to *******@hoteling.com as per Martyna's advice and I will update you all with the outcome to this - we want our money back asap.
14th February - to update my review now we are back from our honeymoon in the Philipines I have eventually received a refund however no explanation as to why this all happened. We had to book alternative accommodation elsewhere as otherwise we would have had no where to stay. Never again will I book with hoteling.com, I hope this review helps someone else.

This resort was top notch. Best vacation ever. Very delicious food. Staff was very friendly