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Business Profile

Entertainment

Scene+

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:13/01/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In November 2024 I booked a stay **** ****** ** ***** ** ******** through Scene+ Travel for 2 nights from Nov 19- Nov 21. We paid 57,779 points valuing $577.79 *** *** ********* * ** ************** .
    When we arrived at the room, we noticed bed bugs within an hour of being the the place. We immediately packed up all our things and placed them outside while we contacted the hotel directly. We requested a refund *** **** **** ********* *************** telling us that they wouldn't give us a refund and ********** if we left a bad review they would just contact Scene+/******* and have it removed. We sent them multiple pictures and videos of proof that there were bed bugs and they just claimed that they were cockroaches *** ** **** ** ******* ******* and because there were flowers outside the room, they probably came from there. After contacting the host directly was a dead end, we called scene+ and they advised us to cancel our reservation so they could request a refund for our stay. They told us that because it was due to bed bugs and we had lots of proof, we would get a refund through Scene if the hotel refused. ** ***** ** ****** ** **** **** ********* ** ******* ** *** *** ***** **** ** ****** **** ****** *** **** ********** We opened a case with Scene+ almost 2 months ago and after much back and forth we finally got a response saying they would refund us 15%. **** *** *** *** ****. Not only that but they are claiming the door was left open and that is why there is bed bugs, which is completely false, we were there for an hour! Because we booked through scene points we now have no further recourse, whereas if we had just booked with cash we would be able to use our credit card insurance. ****** ******* ** **** **********. All we want is our full amount of 57,779 scene points refunded. The product we paid for was not provided and if the hotel will not refund is it is scene's responsibility as the booking agent to make it right and uphold a standard.

    Business Response

    Date: 16/01/2025

    We have been in touch with *****, and the refund was processed by ******* on January 12th. It should reflect in the account by the end of the week.

    Thank you

Scene+ is NOT a BBB Accredited Business.

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