Zenhotels

SCAM, avoid unless you like being stranded and out of pocket. I wouldn't be surprised if the positive reviews on here are fake.
I booked a hotel through this "business", turned up to check in and was told that zenhotels had sold my booking to another company just days before the check in date (when I booked weeks in advance), not passing on my contact details. The second company then tried to make the reservation but there was no longer any room in the hotel. However as they didn't hate my contact details they couldn't even tell me! So I turned up to find that I was stranded, in London, late at night and as a young woman. Zenhotels was absolutely awful dealing with arranging alternative accommodation, hours later I decided to give up on them and book somewhere else. The only place with room was charging £150. I didn't even ask for this to be reimbursed, just a refund of my original booking and STILL haven't been refunded from 26TH NOVEMBER. They have also ignored my emails. I will be taking this to court and asking for a full reimbursement of the £150 if they do not refund my booking. DO NOT USE ZEN HOTELS.

I have a hotel room booked and fully paid for with a confirmation and booking number. I have emailed and called Zen Hotels. I spoke with Zen's representative who was very courteous and helpful. I was told that they will reach out to the hotel and fix this matter. As per the hotel my reservation was cancelled without any notice to me. I am currently waiting to hear back via phone or email. It is May 22. I am supposed to check into The Fairmont San Juan on May 28.

If Zen Hotels fixes my room problem I will definitely be increasing my Star review. I will post an update with how my problem was resolved. So everyone will know what to expect from this company.

The Zen Hotel representative told me with confidence that this problem would be resolved and I will be placed at the property I booked at (with 7 other families). I explained I have non refundable airline tickets and pre paid excursions and dinners. ZH representative assured me that the company will "make this right". I have faith in him and Zen Hotels and that they will fix this.

As I said... I will amend this review so everyone will know the resolution.

Please cross your fingers and say a prayer

UPDATE: It is 9:30 on 5/26. My flight is scheduled for 5/28 6:00am. I still have had no resolution from Zen Hotels. The service representative are nice but they have not fixed the problem. I still have all of my non-refundable flights, excursions and dinners but NO PLACE TO STAY. I have found out that they book through BIG POINT and are under the umbrella of EMERGING TRAVEL GROUP.

I will post another follow up...

They made me book a hotel that did not exist! I spent the night outside as all the hotels in the area were fully booked!

By chance I called to Hotel directly to ask a few questions regarding my stay and found out that no reservation existed in my name.
SCAM SCAM SCAM - going to be disputing this with my CC company.

CUSTOMERS BEWARE - I booked a trip 3 months in advance and 1 month before, I was emailed that "their VERY COMPLEX software/technology" had an error and that the hotel that was listed was not accurate. So, their issue, not mine, and yet, they told me that my original reservation at the original hotel does not exist and they can offer me a discount of $100 to stay at a different hotel that their error caused. We have points at the original hotel, which is why I we booked it in the first place. After contacting their chat and responding via email, they refused to fix their problem and offered the $100 discount at the worse hotel or to cancel the reservation. What I expected was for them was not to discount an already discounted hotel, rather book the rooms I originally assumed were booked and take the financial hit that way. What zenhotels did was make an excuse for their error, offer a piss poor solution (discount an already cheap hotel or cancel), and basically leave me, the customer, back to square 1 on a trip planned months in advance. DON'T BOOK VIA ZENHOTELS. The price is VERY appealing, but their quality of service is HORRIBLE and reliability is EXTREMELY questionable. They're not very responsive and offer no solution if something goes wrong. Book elsewhere if you can. I definitely DO NOT recommend if you value your money/trip.

You guys are amazing. I am grateful to you for booking me the perfect hotel IN NO TIME! It is a fabulous experience!

This booking sight is a scam, DO NOT TRUST.
I booked a room that was advertised with a private pool when I clicked to reserve I even took a screen shot which was lucky that showed that what I chose included a private pool.

Once booked and PAID I received my hotel confirmation and the room was completely different to the one I booked and paid for and did not include a private pool.
I called to confirm that this was not just a typo and that it did in fact have a private pool, the customer service is SHOCKING they didn't even know themselves if it did or not and said they would contact the hotel and get back to me. NO RESPONSE so I contacted the hotel directly they were very quick to get back to me and confirmed that I received the wrong room and that they were sold out of the room that I wanted.

After another 4 calls and numerous emails with proof of FALSE ADVERTISING to ZenHotels they are still denying a problem, and denying me a refund. The calls I was met with extremely rude and definitely not knowledgeable people. I assume most reviews below are fake as all the customer service I have received is dodgy illegal. I will be taking it further as this company practices fraud and pays their support team (that work remotely with terrible telephone connections) to cover it up for them.

UPDATE after a very lengthy process and zenhotels refunded me and then offered a credit as compensation. With this credit I will give them another chance and update my reviews on them again then.

So, last minute, my husband and I were traveling through Atlanta, GA and needed to find a hotel. We'll, ZenHotels has a deal that was FIFTY PERCENT LESS than regular cost, so we booked through them whenever we were approximately an hour and a half from the hotel. We tried calling the hotel to confirm, but the reservation number wasn't valid. I reached out to ZenHotels customer service online and they said that typically, they need 24-48 hours advance for the booking to confirm with the hotel (Stress set in at that moment for my husband because our 2 year old was antsy... GOOD TO KNOW) BUT they reached out directly with the hotel to expedite the process. Whenever my husband walked through the doors of the hotel and was checking in, ZenHotels just happened to be on the phone with them. The process went seamlessly at that point, but my anxiety was definitely through the roof by then due to the circumstances. So, be warned, don't book last minute to avoid the stress. However, their customer service was super polite and efficient, and the hotel was very nice and accommodating!

Oh dear...who exactly are Zen Hotels?

We have a villa in Montenegro and to our complete surprise they are listing our property there complete with photographs (copyright breach, which is a serious issue in itself) and claim they are working for their partners. Given we are not listed on any of the major booking sites such as Expedia or Bookings.com and get most of our business organically and from a few chosen independent agents, I am completely baffled. When we ask who their partner is who they claim to be working with, we receive this response:

"The Leaside Services Ltd. company is an operator of web platform for hotel booking zenhotels.com. We get the information about available rooms in your hotel and their prices automatically from our partners according to contracts which they enter into with us. Information about the same hotel may differ dramatically depending on supplier.

Please, note that according to the terms of contracts which we sign with our partners we can`t disclose the source of information about the availability and prices of a concrete hotel. In order to clarify fullness and relevance of the information about your hotel, we recommend you to apply to your agents and distributors, with whom you have direct contractual relations and who are authorized to sell bookings, including ones in global services of online-booking, such as zenhotels.com."

So given there has been a change of ownership ( as we acquired the villa recently) we would be unable to honour any booking as we have no idea who their partner sites are and would get no confirmation.

Buyer beware...it's a complete mystery still how our villa is being listed without our permission.

They never made my reservation. But kept my money! This is totally a scam site! Do not use this site for anything!

Do not ever use this company. The reservation made through their website never reached the hotel I "booked" through them. I was lucky they had another room available, but ZenHotels refused to give me back my money, so I had no money to spend during the one week of vacation I had in Tokyo. Their customer service was friendly, but completely useless. I had to spend several hours on the phone with them, in total about 5 hours talking to them, and another few hours writing emails. Every time they told me to not worry and they'll figure it out and they'll contact me in 30 minutes. They have not once, after every lengthy call in which I had to re-explain my situation again and again, reached out to me to give me an update, to tell me that they've failed, or anything. They did fail communicating with the hotel I was staying at several times, but just didn't tell me. It's all a lie. Infuriating. The hotel I was staying at had no people here that speak English, so them calling here and/or sending emails in English would not work, and I told them this several times- to no avail.

The hotel wanted me to pay at the front desk and mentioned they've never heard of ZenHotels, as well as explaining to me that they think I might've been scammed and my creditcard info stolen. So, in order to fix this, all they had to do was give me my money back. It took me six days to get them to refund me my own money. They promised they would then take care of the payment I would have to make at the front desk, which was slightly higher than what I paid them- because as it turned out, they booked the wrong hotel for me. Instead, they just wanted to refund my own money and give me a 10 dollar coupon for my trouble. A 10 dollar coupon for hours of waiting, calling, missing out on experiencing this once-in-a-lifetime city trip. So again, they broke their promise and basically added insult to injury.

By the way, I never received the coupon.

Do not ever use this company to book anything.

I gave one star because there isn't a zero star option…

RUN! THIS IS ANOTHER WELL-POLISHED RUSSIAN SCAM!
If you paid for your reservation with a credit card, then ask for a reimbursement. They will then go after ZenHotels themselves.

I've booked and paid in full for a supposedly non-refundable reservation at Le Petit manoir du Casino de Charlevoix (QC CA) but the hotel never received neither the reservation or the money! The hotel manager took upon herself to check on ZenHotels' identity with all the reservation platforms they do business with. Verdict: none of them new this platform; but this scam is so well organized that Trivago — normally trustworthy from my personal experience — references them. In spite of my experience (being 66 y. Old and having traveled a lot), I jumped on their incredible offer on Trivago without checking on them first and I fell right into the trap.
Magically, as soon as I asked MasterCard to reimburse me and take the matter into their own hands, somebody ‘…with a Slavic accent and a name impossible to pronounce' (said the hotel manager) called her SUPPOSEDLY to finalize the reservation but having demanded a certified check, the person never called her back…

ZenHotel is magical: a hatfull of tricks designed to make your hard-earned money disappear into their pocket!

Tell your national police about ZenHotels: it's another way Russia invented to try and destabilize Western economies while making tons of cash.
I tell you once again: take my advice and RUN!