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HotelTravel.com Reviews Summary
HotelTravel.com has a rating of 1.9 stars from 49 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with HotelTravel.com most frequently mention credit card and customer service. HotelTravel.com ranks 447th among Hotels sites.
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Other websites are no competition! This website has the lowest rate out there! Their customer service is excellent. They get exactly what I need when I make changes. Their changes reflect immediately and they are fast in their service. I can't say enough about this website! I tell every one of my friends and family about this site.
I booked a hotel in Phoenix, AZ through HotelTravel and then called the hotel a few hours later to verify my stay. They had no knowledge or confirmation whatsoever of my booking. The HotelTravel website said that my room was confirmed. With whom was it confirmed may I ask? The hotel had no knowledge of it, so I cancelled and booked with a reputable company. I have read other reviews on this site that had the same or similar problem. I had no idea that HotelTravel is based in Asia until after the fact. I am usually a smart consumer and take time to research companies that I do business with. This was my fault for booking a room in a hurry.
I just need help and I can't get a single person on the phone or online. I have never dealt with such terrible service and never want to deal with you people again!
The only good reviews are from people who didn't need customer service help. I need help making a simple change and their many numbers will only ring and ring. No one answers. No one is available for their online chat. No one gets back to your emails. I tried to cancel and just re-book with a different site, but they told me I would still be charged the full price of booking. Per the cancellation policy that was mailed to me, I still have 3 weeks left in the 100% return cancellation window! This is fraud. Never book with this site!
Dear To T.,
Greetings from HotelTravel.com and thank you for your post.
We sincerely apologize for any inconvenience you faced when trying to contact our customer service team.
Please note, in addition to phone and Live Chat, you are also able to email us with any requests to en@hoteltravel.com, or you may access our Member's Area/Manage Booking section via the link of https://www.hoteltravel.com/member/login.aspx?lng=en, as indicated on the confirmation email you received, to make any required changes to your booking.
Once again, we apologize for any inconvenience you had when contacting our call center, and thank you once again for your post.
Best regards,
The HotelTravel.com Team
I found a cheap price for a hotel that i wanted in wailea hi, which was so exciting. Went through and booked the hotel only to find out that even though they put a charge on hold on my credit card for the reservation yet the room that I reserved is sold out! Called them and they said they have another room available but it cost another $500 more. Ended up cancelling the reservation and now waiting to see if they will reverse the charges. Never again will i go through them.
Dear Caitlyn N,
Greetings from HotelTravel.com and thank you for your review.
We sincerely apologize for any inconvenience caused. We would like to look into the issue for you. To assist us, could you please advise the 7 digit HotelTravel.com Booking ID for your booking?
Thank you and we look forward to your reply.
Best regards,
The HotelTravel.com Team
We booked 2 rooms in Sanur Bali through hoteltravel and did not have one problem received comformation of booking straight away had to change detailes on booking so contacted them and it was done without any problem thank you for a great service
Dear Andrew G.,
Greetings from HotelTravel.com!
We are happy to hear you had a good booking experience with us, and our agents were able to assist you with your booking changes.
We look forward to assisting you with any future travel plans you may have.
Best regards,
The HotelTravel.com Team
They double booked us at the hotel but we were able to cancel one of the reservations. The hotel charged us less than 200.00 for our stay but hoteltravel.com pocketed an additional 164.00 they refused to give back. They were extremely argumentative and rude. Will never ever use a third party reservation ever again. Thieves.
Dear m t.,
Greetings from HotelTravel.com.
We apologize for any issues you have encountered with your booking.
Could you please kindly advise your 7 digit booking ID to allow us to look into your booking further.
Best regards,
The HotelTravel.com Team
Due to storm desmond our flights got cancelled at the gate. hoteltravel.com said the hotel would refund us. but its up to hoteltravel.com
They refuse to refund us. we have rebooked with ryanair who refunded us. so now we just want to change the dates. On live chat a member of customer service said this can be done free off charge i screenshot the chat for prove but they still wont do it without a cancellation fee.
Dear Natasha d.,
Greetings from HotelTravel.com and thank you for your review.
Upon reviewing your booking, we are able to see we have advised that if the hotel is willing to waive the cancellation fee for her booking, then we will also provide a refund for her booking. However, we have been advised by Ms. Leila at Days Inn Liverpool City Centre that the hotel was not able to provide a full refund on the booking due to the late cancellation received. Unfortunately, hotels do have final say over refunds for bookings cancelled after the cancellation due date has come into effect.
We have however, successfully negotiated a refund in the amount of 1 night of the total booking amount. This has already been refunded to the original payment details entered into the booking.
We apologize we were not able to secure a more favourable result on this occasion, however every effort was undertaken on HotelTravel.com's end to secure the best result possible.
Best regards,
The HotelTravel.com Team
I booked a stay in a hotel in the US and got charged by my credit card company with a Foreign Transaction Fee. I didn't realize that hoteltravel.com was a foreign company based out of Thailand, so the creditcard transaction is foreign for US creditcards.
Other than that, the website does not provide a lot of details about the hotel rate you're getting. For example, it did not specify if the room will be non-smoking or smoking. The customer service representative told me I had to call the hotel to make arrangements for non-smoking room directly with them.
Best,
JV
Dear Jorge V.,
We would like to thank you for submitting the review regarding your experience with us.
Please kindly note that at times you may notice an additional charge on your credit card statement entitled, ‘International Transaction Fee’ or you may notice that the amount deducted is slightly higher than the price displayed on your booking confirmation / receipt. This may occur as many banks charge a foreign transaction fee on any transaction where the merchant institution and financial institution accepting credit card payment are not based in the same country. We are based in Thailand. You are able to review our company's information via the link below:
http://www.hoteltravel.com/network/contactus.asp
Furthermore, the currency exchange rate and foreign transaction fee is solely determined by your bank on the day the transaction is processed. Should you have further questions relating to fees and exchange rates applied to your booking, please contact your bank. This information can be found under FAQ (http://www.hoteltravel.com/network/faq.htm#22)
If a room type does not indicate ‘smoking/non-smoking’, you will be provided with either a smoking or non-smoking room as smoking/non-smoking preference is considered a special request and as such it cannot be confirmed until check-in as it is subject to hotel availability upon the time of check-in. You may make special requests (bedding, floor level, view, etc.) by replying to the confirmation email you receive once your booking has been confirmed. We have this information under FAQ (http://www.hoteltravel.com/network/faq.htm#6)
We trust this clarifies the situation clearly and we apologize for any inconvenience caused.
Best regards,
The HotelTravel.com Team
I booked 3 rooms with hoteltravel.com on Dec. 2/2015 with an unbelievably low price compared to other websites. I was really hesitant at first because of all the bad reviews that I've read but I decided to go ahead and book anyway because I did see that in most reviews, a representative from hoteltravel would often respond, which to me, is a good thing because it means that a real person is addressing all these bad issues.
So anyway, I booked the rooms and on their website FAQs, it says "If you would like to contact the hotel to arrange transfers, etc., please inform us via email and we will request our business partner to forward your booking details to the hotel immediately. Once we receive a reply that this has been completed, we will advise you via email." I did exactly that and emailed the customer service support because I needed to add some requests to my rooms. I received a reply in a couple hours, with hotel confirmation numbers for all 3 of my rooms :) I called the hotel to verify that the reservations were actually there and true enough, they were. I am really satisfied with how fast their response was and with how cheap the prices are. Will definitely book through hoteltravel.com again!
Dear Marika D.,
Greetings from HotelTravel.com!
We are happy to hear you were able to find a great rate when booking with HotelTravel.com, and that our Customer Service team was able to assist in securing the hotel's internal confirmation numbers to enable you to reconfirm your bookings directly with the hotel.
We look forward to assisting you with any future travel plans you may have.
Best regards,
The HotelTravel.com Team
Booked a hotel in Shanghai for this Friday. When i called hotel - there was no evidence of booking or of payment
My booking reference number is below.
# [*******] Green Court Serviced Apartment at People Square Shanghai, Shanghai, 4th December 2015
Please refund my money now and cancel the booking. I will not be doing business with your company again
Ben
Dear Ben,
As advised to you via email, we are currently obtaining the hotel’s confirmation number relating to your booking.
Should you wish to cancel, you need to do so by emailing us directly (en@hoteltravel.com) and not via this customer comment platform.
Many thanks & kind regards,
The HotelTravel.com Team
Booked a room through HotelTravel.com, payment withdrawn from my bank account next day. Called Hotel to check reservation status, was told no reservation on file and no vacancy for my reserved date. Called HotelTravel.com, which by the way is in Thailand and they do not have a 1-800 or stateside number, and was told reservation should show after 24 hours of booking on their site. Continued to call Hotel for 5 days in a row only to have same response. Finally canceled my reservation on the HotelTravel.com site... only to read the fine print and find out it would take 3 weeks to be reimbursed! I will never use them again!
Dear NP.,
Please note that we are a pre-paid service and in order to take advantage of our low rates, we require full pre-payment for our bookings. We do note this in the FAQ section of our website under the ‘When will my credit card be charged for my reservation (if applicable)?’ section.
With regard to your enquiry made directly with the hotel, please note that a portion of our rooms are purchased from wholesale agents who have contracted hotel rooms in bulk from hotels around the world. Once a booking is confirmed with us it is already 100% secure under our wholesaler's allotment. Approximately 2-3 days before a guest’s arrival date the name list will be sent to the hotel. This is done to avoid any confusion when checking in as the wholesale agent receives ongoing name changes to their allotments.
Our Customer Service team had forwarded a request to our business partner to have your name details sent to the hotel and have the hotel return its internal confirmation number to us to provide to you, however, during that process you cancelled your booking.
HotelTravel.com has refunded the full amount for the booking and it is now dependent on your card issuing bank and its internal refund procedures as to how long it takes for the funds to appear in your account. There have been cases where this can take up to three weeks, which is why we advise such.
Finally, with regard to contacting us, we are based in Thailand and provide a number for this location, however, we also have a US contact number (+1-646-360-1678), live chat service and email options, which you can review in our Contact Page: http://www.hoteltravel.com/network/contactus.asp
We trust this explains the booking process.
Kind regards,
The HotelTravel.com Team
I made a booking this afternoon for a Sydney hotel at the rate offered on the website. Submitted my credit card details and agreed to the amount of $275.32.
Received an email saying my credit card couldn't be processed so I immediately went back on to change the credit card to get the booking at the same price. I submitted the exact same credit card details for the exact same amount of $275.32, received a new booking confirmation number.
Two hours later I receive an email saying the room is confirmed and the price is $324.78 NOT $275.32 that I had submitted a booking for.
Total fraud in my eyes as you simply can't increase the price without advice to the customer. Also interesting that I submitted the exact same credit card details and it worked... at a higher amount!
AVOID AT ALL COSTS! Tried to call and sort out, however mo supervisor, tech support or complaints area to speak with to resolve the fraud committed on their behalf!
Will never book through again and agree that Hotels Combined needs to be aware of this activity
Dear Lee C,
We are sorry to hear of your disappointment while using our services.
In order for us to look into this matter for you and advise further, please email us at en@hoteltravel.com and provide us with your 7-digit Booking ID.
Many thanks & we look forward to hearing from you.
Kind regards,
The HotelTravel.com Team
So far it is good site for me. My husband and I usually book here and almost a year now. :)
So in other words they took out the money for the reservation even though there were no rooms available at the hotel. Then I'm scrambling to figure out how to get my money back. No answer at the 24 hr service desk and no one available for the live chat. Good grief! Finally got through to someone who told me they were emailing me other choices, which of course were higher price options I'd already rejected. I said thanks, but no. They get one star for saying they would release my money. Here's hoping they do.
Dear Teresa H,,
Thank you for your review and we sincerely apologize for any issues caused. Unfortunately, there are instances where hotels will not close allotments thus rooms will view as available on our site. For urgent bookings, we are required to block the funds in the account before sending a confirmation request. In the event a booking cannot be confirmed and an alternative hotel is not selected, the block on the funds is released by HotelTravel.com and it is then up to the card issuing bank as to the exact time it takes to release the block on its end.
We sincerely apologize for the issues you faced with our service.
Kind regards,
The HotelTravel.com Team
AVOID WITH A PASSION- HotelTravel.com constantly over charges using their services. Do not deal with them, deal directly with the hotel motel in question and save 10-15% per day. They do not honour stated best prices, booked a room at the Sundower Hotel in Dubbo Australia, cost $161.08 from HotelTravel.com, found out to late best price from the hotel directly is $139.00.
Dear JP,
Thank you for bringing this to our attention, we do have a price match policy on our website, which you may refer to in our ‘Guaranteed Lowest Rate’ section.
Your comment has been forwarded to our Customer Service Team and they have since matched the price. You will receive a credit soon and we trust that you shall find this to be in order.
Kind regards,
The HotelTravel.com Team
Do not use this company! Upon trying to book a hotel through Kayak.com one of the results led me to HotelTravel.com. Upon trying to book a room I received an error message telling me that the room was no longer available. That would all be fine except that they continued to charge my credit card. My Fraud Prevention department called telling me that the charge went through. Furthermore, they did not provide me with a confirmation email telling me that they have charged my card, and the customer service agent told me that she will not do so either. She would not transfer me to her manager, and the only working phone line available was in Thailand, so I had to make an international call at that. We then received an email from the company stating that they would reimburse us only if we gave them all of our credit card information- I don't think so. Do not get cheated out of money like I did. Stay away from this company.
Dear Nate,
We are sorry to hear that you are disappointed with our services.
Please supply us with your 7-digit booking ID so that we can investigate the matter for you and advise accordingly.
Many thanks & kind regards,
The HotelTravel.com Team
Don't use this booking site or you will get rip off. I book a hotel in Jakarta using this site for about AU $ 600 for four nights but when I check In at the hotel the price the hotel charge me $700, I realize after I made the payment. When I try to claim it back to the reception and show all my booking details with the price that I receive from hotel travel, they check it and said the price in their system is didn't match with the price I shown them. A they contact hotel travel and hotel travel said the right price is the one that the hotel receive ( of course because I already pay) hotel travel won't take any responsible what so ever, I book the hotel because of the price and they can just tell you "what ever" the price you book was wrong and you must pay more when you check in. They said if I not happy I must contact them my self, but I knew I will never see my money again. Stay away from this site, it's a total scum!
Dear Dona,
Please provide us with your 7-digit booking ID so that we can look into this for you and advise further.
Many thanks & kind regards,
The HotelTravel.com Team
Booked a hotel through them - but when problems arose at the hotel, and I
Tried to contact them by phone, none of the numbers listed on their website worked and the on-line chat did not respond. Avoid, even if they try to tempt you with low prices!
Don't bother booking with this website.
Terrible service and the images of their hotel they recommend are false. Go elsewhere!
Dear Nina A.,
Thank you for your review. We always like to take feedback into consideration to make our website better.
Unfortunately, we are reliant on hotels to enter information and provide updated photos of their properties. We apologize however, should the pictures that were displayed not represent the quality that you experienced upon arrival.
We always attempt to provide immediate replies and resolution to issues that are brought to the attention of our Customer Service team. However, in certain cases, we are completely dependent on hotels and their internal procedures in resolving cases. Rest assured however, any issue you have raised to us would have been immediately sent onto the hotel for a resolution, and we would have regularly followed up with the hotel to ensure we received a reply.
We apologize once again for any inconvenience caused, and thank you very much for your feedback.
Best regards,
The HotelTravel.com Team
I used HotelTravel out of desperation rather than common sense after reading the negative reviews. I was directed there via HotelsCombined. It was the only website offering a decently-priced hotel in Boston at the time we wanted to travel. I received confirmation as well as a hotel voucher, then contacted the hotel to make sure they had a record of our booking. They did not! I then checked my credit card statement and found that my card had not been debited, so obviously the booking did not go through. I contacted HotelTravel but don't expect to hear back from them. They are still offering the same hotel for the same dates, so it seems that their reservation system has a few problems. Needless to say I'll never use them again.
Dear Lucy,
We are sorry to hear that you are disappointed in the service you have received from HotelTravel.com, however, let us assure you that once a booking has been placed and confirmed with a hotel voucher, it is fully guaranteed.
In addition, please note that we are a pre-paid service and in order to take advantage of our low rates we require full pre-payment for our bookings. We do note this in the FAQ section of our website under the ‘When will my credit card be charged for my reservation (if applicable)?’ section.
We also enable our customers to choose to be charged from a wide variety of currencies, in order to help protect against any exchange rate fluctuations that may otherwise be applicable.
Furthermore, with regard to your contacting the hotel and their not having any record of your booking, please note that only 2-3 days prior to a guest’s arrival date are names provided to the hotel. This is done to avoid any confusion when checking in as the wholesale agent receives ongoing name changes to their allotments.
We trust that you shall find this explains the booking process. For further confirmation, please provide us with your 7-digit Booking Number.
Many thanks & kind regards,
The HotelTravel.com Team
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Dear karen h.,
Greetings from HotelTravel.com and thank you for your post.
Please kindly note HotelTravel.com secures rates via local business partners which secure room allotments in bulk. When a booking is confirmed via HotelTravel.com, one room out of that allotment is blocked off for you, and will be reserved for your arrival. However, to avoid confusion with ongoing booking changes, hotels normally request our business partners to forward the guest name details approximately 1 week prior to arrival. However, as noted in our FAQ section (link below), if you wish to have your booking details forwarded sooner we are able to request this and we will then reply with the hotel's internal confirmation number.
http://www.hoteltravel.com/network/faq.htm#17
HotelTravel.com is part of the MakeMyTrip group which is listed on the NASDAQ under the symbol MMYT. We do note in our Contact Us and About Us pages that we are located in Phuket, Thailand and we have been helping customers with their hotel booking needs from Phuket for over 13 years.
We hope we have been able to clarify why your booking was not at the hotel when you called to check, and how our booking process works.
Best regards,
The HotelTravel.com Team