• HotelTravel.com

Overview

HotelTravel.com has a rating of 1.86 stars from 50 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about HotelTravel.com most frequently mention credit card, and customer service problems. HotelTravel.com ranks 234th among Hotels sites.

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What reviewers want you to know

Positive highlights

  • About 3 weeks prior to departure, I came upon these horrible reviews & freaked out that I'd been scammed.

Critical highlights

  • ALSO, I NEED TO CHNAGE MY CREDIT CARD TO BE SURE IT WAS NOT STOLEN.
  • 3 days before I called the hotel to confirm and they had not received my reservation.
How would you rate HotelTravel.com?
Top Positive Review

“So far so good!”

Susan U.
8/31/16

After booking my reservation online yesterday, through Hotel Travel, I read some bad reviews, which obviously concerned me very much! I'd like to say that I received my confirmation AND even spoke to the hotel directly. My reservation is confirmed without issues. I'll update my review with a 5 star once I actually go on my trip, and thinking positive that it all goes well, without any problems! FYI the price for the room is awesome!

Top Critical Review

“Worst travel site-stay away”

twila h.
9/28/22

I booked a 2 night stay in Vancouver through this site, when it came to check out I was given the receipt for my stay. The difference in cost was $138.00, I contacted Hotel Travel to get a refund, and was told that the Hotel manager should not have given me a receipt, and I was not entitled to a refund of $138.00. Lesson learned.

Reviews (50)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (11) reservation (14) customer service (9) 3 weeks (3)
Thumbnail of user twilah24
1 review
0 helpful votes
September 28th, 2022

I booked a 2 night stay in Vancouver through this site, when it came to check out I was given the receipt for my stay. The difference in cost was $138.00, I contacted Hotel Travel to get a refund, and was told that the Hotel manager should not have given me a receipt, and I was not entitled to a refund of $138.00. Lesson learned.

Tip for consumers:
If your are not travelling to far, I think it is better to call the hotel itself and book through the hotel and not on a site

Products used:
hotel stay

Thumbnail of user kenh66
3 reviews
13 helpful votes
July 11th, 2016

If I could give a zero star, I would. First off, they don't answer their phones, tried 3 times and go through menu, then there is nothing. Dead line!
I made a mistake when I arrived one day later to my hotel in Alberta, CAN and the folks there had a room, but I had to pay for it. They said, "Good Luck" with getting a refund or any such thing from this company. I tried calling, but cannot get through. I know it was my mistake, (early dementia), but to have no communication with them is very poor. Non existent customer service.
Do not use this company! I should have read these reviews first before booking with them. Never again!

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

Dear Ken,

We apologize for the issues you faced when contacting our Customer Service department. We would like to look into your booking. To assist us with your issue, please kindly advise your 7 digit HotelTravel.com booking ID. Thank you and we look forward to your reply.

Best regards,

The HotelTravel.com Team

Thumbnail of user susanu8
2 reviews
5 helpful votes
August 31st, 2016

After booking my reservation online yesterday, through Hotel Travel, I read some bad reviews, which obviously concerned me very much! I'd like to say that I received my confirmation AND even spoke to the hotel directly. My reservation is confirmed without issues. I'll update my review with a 5 star once I actually go on my trip, and thinking positive that it all goes well, without any problems! FYI the price for the room is awesome!

Thumbnail of user kathrynh38
1 review
2 helpful votes
April 16th, 2017

I paid about $400AUD for two nights accomodation at a hotel in hawaii and then I was hit for a $200AUD mandatory cleaning fee at check in. This fee was in no way disclosed at time of the booking process. When I called them to discuss on their "emergency" number, I was given an automated response to email which took days for them to reply, that's a terrible response to an emergency!

They strung me on for weeks with their emails on a wild goose chase with nonsensical and unhelpful responses. AVOID this third party booking site - they are deceitful and atrocious!

Thumbnail of user barbp9
1 review
4 helpful votes
February 24th, 2016

I had a last minute meeting in Washington and searched the web for a decent hotel price. After two days of looking I was ready to settle for a $250 room when I found a HT offer on Tripadvisor for $100 at the Comfort Inn downtown. I couldn't believe it so I booked online and called the hotel the following day to confirm. It was true and the stay was perfect, it even included breakfast. I will definitely try them again. Very happy.

Thumbnail of user teresah25
2 reviews
9 helpful votes
September 11th, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user candyf4
1 review
4 helpful votes
February 8th, 2016

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.

Thumbnail of user natashad10
1 review
2 helpful votes
December 11th, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user maryh250
1 review
3 helpful votes
September 27th, 2016

You guys had me scared to death that I'd lost $900 on a hotel reservation in Reykjavik, Iceland. I booked in March 2016 for travel in September, 2016 through the Trivago.com website. About 3 weeks prior to departure, I came upon these horrible reviews & freaked out that I'd been scammed. But the hotel confirmed my reservation, knew my name & had my money. Absolutely NO PROBLEMS using HotelTravel.com.

Thumbnail of user wyes
1 review
3 helpful votes
June 7th, 2016

I had trepidations about having booked the Fairmont Peace Hotel in Shanghai once I read all the negative reviews. I wrote the hotel to make sure I had a booking, and I did. Hoteltravel was cheaper than any other site and did the booking immediately. There were no hidden fees, to the best of my knowledge. My experience was entirely positive.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

Dear Wye,

Thanks for the feedback and positive review.

We're always interested to get specific feedback from our customer and their user experience, if you have example or suggestions, please send through to en@hoteltravel.com or connect with us on facebook - facebook.com/HotelTravel or on twitter@HotelTravel.

Thanks,

The HotelTravel.com Team

Thumbnail of user benk45
1 review
0 helpful votes
December 1st, 2015

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

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user carmenm41
1 review
3 helpful votes
December 22nd, 2016

Should you cancel a reservation made at Hoteltravel.com or hotelbeds.com be absolutely sure to get a cancellation number and email confirmation.

Thumbnail of user scotte28
1 review
8 helpful votes
March 16th, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user keileyp
1 review
4 helpful votes
June 11th, 2016

I booked a hotel with them which they confirmed. They then sent an email advising they were unable to fulfill the booking. I therefore booked with another booking agent. When checking my travel itinerary I thought I would double check all details. On checking their site it stated the booking was confirmed and non-refundable. I telephoned and emailed them and they stated I had made two bookings. This was not the case. I am still in the process of trying to make sure the money is not taken from my account. Use this company at your own peril.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

Dear Keiley,

We are sorry to hear of your frustration using our services.

We would like to look into your booking. To assist us with your issue, please kindly advise your 7 digit HotelTravel.com booking ID.

Thank you and we look forward to your reply.

Best regards,

The HotelTravel.com Team

Thumbnail of user marikad
1 review
2 helpful votes
December 3rd, 2015

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!

Service
Value
Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user karenh123
3 reviews
10 helpful votes
January 24th, 2016

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user brendag51
1 review
1 helpful vote
March 10th, 2016

This motel was perfect, we have nothing but positive things to say about the motel, the room, the staff, the views, the wine and appetizers on Saturday night. The price was very good when you compare it to other hotels/motels in the area. Your on the beach and close to all the other beaches and only 10 minutes from Clearwater beach. We would definetly stay here again

Service
Value
Quality
Thumbnail of user caitlynn1
1 review
3 helpful votes
December 23rd, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user mt67
1 review
3 helpful votes
December 16th, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user alvinl14
1 review
5 helpful votes
September 4th, 2016

I booked a room in Penang Malaysia. At first it sent us the confirmation email saying the booking was successful. However, a person suddenly called saying that our transaction is needed to be verified by sending email of our personal details including the scaning copies of id and credit card to them. That is ridiculous! Hello?! How am I going to know this is a defraud or what? We called our issuing bank and the bank told us thst the transaction was already successful. There is no need to do anything to verify it especially by send our personal details which is dangerous.
Then the person from hoteltravel.com called again and talked in a very bad manner saying that if we didn't do as he said he will cancel our booking. Does hoteltravel.com just make a threat by calling? I was very disappointed with hotel travel.com.
I will never ever use the website! Never!
My advice to hoteltravel.com, please take note this issue seriously or else you will keep on losing your customers!

Thumbnail of user arnea7
2 reviews
3 helpful votes
November 14th, 2016

Booked a room for 2 adults and 1 child on their site only to discover that they booked a room for 2 adults only one week before our trip to barbados... Ended up having to cancel and rearrange the whole trip last moment and spend way more money... All they did was make their booking process issues mine. No customer care at all... NEVER AGAIN WILL I BOOK WITH THEM!

Thumbnail of user waynes63
1 review
5 helpful votes
July 21st, 2016

We booked through Hoteltravel.com last October for a 3 night stay in Amsterdam
I received 2 docs from them last year for our arrival this year June 15th/15.
One doc said "
COMPETE"
Thanks for using our service.
Below is your current booking - June 15th - June 18th.
We arrived at the hotel on June 15th and were told HotelTravel had cancelled our reservation!
The hotel phoned and was told they cancelled our reservation because "it was an international credit card!?
The agency said they sent us an email saying they were cancelling our reservation.
I informed them when we got home that we never received said email and had our company IT guy look and there was no email in inbox deleted or trash
Many emails back and forth with H. T. changing their story in every email
At one point they said the booking was good until after check in.
I replied if that was the case there would have been no problem
More back and forth and lots of dishonesty.
I said in 1 email if we received said email why would we fly to Amsterdam and go to the hotel knowing the reservation was cancelled?!
We had the 3 nights booked for $982.00 Canadian.
It ended up costing us $1980. 00 Canadian!
Our travel agent phoned them and said their explanation made no sense.
He and his coworkers will not recommend this booking agency again.

Hotel Travel after reading this review declined to help me get my money back and persisted in saying they sent an email I never received.
As well they have never said why they cancelled my credit card
I used the same credit card at the hotel on arrival after finding that HotelTravel had cancelled our reservations and they had no problems with the card.
We paid an extra $1000 because of their cancellation. I am still requesting reimbursement..

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

Dear Wayne,

Greetings from HotelTravel.com and thank you for your review.

We apologize for any inconvenience caused. We would like to look into your booking for you, thus could you please kindly advise your 7 digit HotelTravel.com booking ID?

Thank you and we look forward to your reply.

Best regards,

The HotelTravel.com Team

Thumbnail of user lucyaj
24 reviews
25 helpful votes
September 24th, 2015

So far it is good site for me. My husband and I usually book here and almost a year now. :)

Service
Thumbnail of user andrewg71
1 review
1 helpful vote
December 20th, 2015

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

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

Thumbnail of user jp122
2 reviews
5 helpful votes
August 30th, 2015

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.

Thumbnail of user kevins90
HotelTravelcom T. – HotelTravel.com Rep

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

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Thumbnail of user kevins90
HotelTravelcom T.

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