Booked and prepaid a hotel room here Feb 19,1 night for a concert at Celebrity Theatre. My reservation thru a this HotelTonight 3rd party agency was not honored. The woman there at our 230pm checkin attempt, was maybe 42, currly shorter black hair, and she made the experience worse. Not friendly, not helpful, not courteous. Did not care one whit. I knew I couldn't do a thing about it, and getting upset with the hotel or any staff, or myself, was pretty useless, and I did my breathing and timeout to think it thru and stay calm. They really didn't care. The agency called me in about 30 min but we were already done trying to find another hotel and driving turnaround home. I was left with no hotel room and had to drive back to Bullhead City, 5 hrs away, and miss the concert. All hotels in the area were sold out and sky high. I knew it when I booked. But I was shocked at the booking not being honored. It's never happened to me in all my years. I could not get another room without paying 400 for a super 8, and other 1star properties out off I-10 and Tonapah. Nothing else. In all my years of travel and I have used 3rd party booking half of that time-- because as solo travelers it makes a big difference financially. Ive heard about theses stories but its my own 1st experience. Hotels shouldn't allocate room stock to 3rd party agencies if they don't intend to honor the bookings. I dont know whose error this was. I had a paid booking and showed my reservation as I attempted unsuccessful to get checked in. The hotel front desk agent was unfriendly and unhelpful and her attitide made a bad situation worse. This one is in a very bad area of town but the hotel is closest to the Celebrity Theatre. I drove in for this trip (and back out). I hot an email for a credit to this agency for a future booking, and like the late voicemail, an offer to help me find another roo. Right. Not. I had to ask them to credit this back to my credit card like they should have immediately! Instead of crediting it for a future TravelTonight booking. They did credit it back but it took a few days, and should have been immediate. I will not use this agency again. Stick to those you already know. I don't know where the error occurred, and tbe hotel didn't act like they liked this agency. But they were oversold so I don't actually know. I won't try twice. I lost time and money --my concery cost, gas, amd miles on my car, and did not get enjoy my visit at all, just gave me stress.
I booked hotel with hotel tonight and when get to hotel to check in I had to waited 3 RHS, I couldn't cancel or check in.
In my years of travel and working around cancelations and rescheduling hotel reservations, I have never encounter customer service as incompetent as Hotel Tonight. While my first booking with the website was pleasant enough to encourage me to try it for a second time, my experience with your customer service team destroyed all positive experience. I recently booked a hotel in Puerto Rico, and a week in advance of reservation I called to reschedule or cancel since my business trip had been postponed because of the recent increase in seismic activity in the region. When I first call (on a Friday), I was told that I was able to change my booking for a later date or cancel it for a Hotel Tonight reimbursement/credit. Since I was still working with our Puerto Rican partners to figure out the best dates for the visit, I was advised by your team to call back Monday to cancel or reschedule it. Although without a new specific date for the rescheduled visit, I called back Monday and try to cancel it/reschedule. After enough discussion, the staff at Hotel Tonight suggested I wait until Wednesday (2 days before my reservation) to cancel it, that It was best for me to try to reschedule after I pin down a date for the visit. I figure I would save time by doing so (instead of canceling and then rescheduling again), so I waited till Wednesday hoping my work partners would agree on a date for the visit that fits all of our work schedules and when it is safer to travel. After it was clear we would not pin down dates to reschedule our work visit, I called Hotel Tonight Wednesday evening to canceled my reservation indefinitely (2 days before it). By that time, I was told I was no longer able to cancel and get a refund and that the hotel management was being difficult. I was on the phone for a long period of time waiting for the staff to figure out a solution, and eventually being told Hotel Tonight could not do anything because of the hotel management was being difficult. It was quite late on Wednesday, I was frustrated and tired from a long day at the office, and I just could not believe that Hotel Tonight had previously lied to me in my previous 2 calls. I demanded to speak to a manager and I was told I would eventually get a callback, which I never got. The next day over lunch I called back to demand to speak with a manager who just repeated the same issue. The manager was a bit condescending and frankly not helpful at explaining why the Hotel Tonight team was extremely negligent towards me. I got even more outraged after wasting another hour or so of my busy schedule to deal with something as easy as changing/canceling reservation that typically takes 10 minutes. After enough time was wasted with a manager that refused to acknowledge a major mistake by Hotel Tonight and reimburse me in full, I rush back to my office and into the next meeting and needed to end the conversation. Out of that discussion, the manager offered to give me some kind of 50% reimbursement (which though better than nothing, it is still not what I was originally offered/told) or so and thus far, I have not seen anything on my email. I am still feeling extremely upset by how awful I was treated by Hotel Tonight and learning how grossly incompetent the customer service is. No one needs to spend any dime/time with this group, for just a few dollars off on a hotel booking. Hotel Tonight has a disgusting business with the worst customer service.
The story following you will find horrible and terrifying please read to prevent harm to you and your wallet by HotelTonight:
Booked a room for 3 nights in Munich, Germany at 8pm while driving in with two friends.
I saw that HotelTonight said that all rooms are confirmed for 2 people, but we would need to contact the hotel to arrange for a 3rd to sleep in the room. We book the room and contact them to add a roll away or make sure there are 2 double beds. The hotel says that they don't have any double bed rooms or roll aways at the moment, but can provide a roll away the following night. We thought, ok, fine, we'll tough it out and have someone sleep on the floor for one night.
We get to the hotel and check-in. They know we need to have 3 people in our room as we told them that already. They check us in no problem and tell us again that they will have a roll away tomorrow. So we go up to the room and find that there are no other blankets in the room and we need some extra to make up a bed on the floor. We call downstairs and ask for more blankets. They say no. We ask why? And they say because we can't have three people sleep in that room. Wait what? Why didn't you say that hours ago when we called you on the phone and asked for a roll away, or when we checked into the hotel minutes ago?
They tell us they are going to call the police if we don't leave because it is illegal for them to have 3 people in that room. Well that escalated quickly... Apparently both HotelTonight and the subhuman person at the front desk weren't aware of the hotel laws of Germany (or they made them up).
Mind you, it's 1am and we're exhausted after a 6 hour drive from Berlin. We call HotelTonight and ask them to credit us or refund us so that we can stay at another hotel because of the situation. HotelTonight says they will call the hotel and see if they can get them to authorize a refund. We were downstairs this entire time in this tiny hotel that only has one receptionist at 2am, so we could see if he answered a phone call. They never called the hotel. Then they call us back and say that the hotel wouldnt authorize the refund.
They didnt call the hotel, we watched, this hotel doesnt have any other departments, they just lied to us about it (UNBELIEVABLE). We talked to the front desk guy (who could hardly speak english/german) and he said that they would authorize the refund. But we couldnt get HotelTonight back on the phone after that. All in all HotelTonight would rather steal our $350 and have us sleep on the ground outside than help us transfer to a new hotel that will accept 3 people and actually give us what we paid for.
The definition of stealing is to take the property of another without permission or right, especially secretly or by force. HotelTonight was authorized to take my money to provide a service. Then they did not provide that service and took my money for that service. That is stealing. I contacted them to get my money back because they stole it from me and they said no even though they provided no service. In what world do we live that a company can rightfully steal money from its clients and get away with it?
I of course go to my credit card company to dispute the charges next as I did not get the service for which I paid. 3 nights stay at a hotel room is what I paid for and I got 0 nights stay. Of course HotelTonight has a great chargeback/disputing branch of their company because people probably dispute their charges 90% of the time due to their subpar performance.
After submitting my dispute, HotelTonight immediately bans my account on their app and submits documentation to my credit card company proving that I pressed the button on their app allowing them to charge my card. Yet, this doesnt prove that they ever provided the service for which I paid. But of course, the credit card company sides with the loser merchant HotelTonight and is requiring me to submit documentation to prove that they did not provide the service (which I will, but am annoyed that I have to spend more time on this). Luckily I have everything on video, but ultimately working with this company was the worst experience in my life and the worst experience on my entire Euro Trip (60 days long). I thought I was going to get robbed by someone in Europe, little did I know it would be an american company called HotelTonight that robbed me.
It is my opinion that HotelTonight will try to steal your money in any way that they can without providing you a service. I urge you to NEVER use this company. If you do, you will be knowingly choosing to ruin your life for the next month (or more) dealing with their HORRIBLE customer support, the hotel, and your credit card company simply because you want to get your hard earned money back that was stolen from your pocket by HotelTonight.
FINAL WARNING told to us by the front desk: HotelTonight books the worst possible rooms in any given hotel. The hotel contracts with them to give them the cheapest possible rooms which means you will get the absolute worst room in any given hotel. Not to mention extremely poor customer service.