Complaints

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.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I made an online reservation at snaptravel.com for an overwater bungalow hotel room at *********************************** (address: ***********************) and paid USD ******. Snap Travel's customer service phone number is **************. My booking Confirmation Number is B_6334774. My booking reservation shows that it is an overwater bungalow and Snaptravel Helpdesk confirmed my booking is an overwater bungalow on 7/13/2022. However, when I arrived at the hotel on August 2, 2022, I received a garden bungalow instead. Hotel refused to let me cancel the room because it is too late to cancel on arrival day. My complain is, I paid for an overwater bungalow for $****** but received a garden bungalow instead. I request the hotel to refund $****** to my credit card for the scam and fraud.

  

  Business Response

  Date: 09/21/2022

  This is not my company.   The complaint all the corresponding evidence if for SNAP TRAVEL not my company It's a Snap Travel.   I have a very small agency in ********* called It's a Snap Travel.   Thankfully SNAP TRAVEL is changing their name to SUPER TRAVEL and hopefully these types of mistakes will not happen often.    But, unfortunately with the name change anyone that thinks they booked with SNAP TRAVEL will only find my listing. 

   

  I ask the customer to remove this from my small business as it hurts my overall rating and actually leave the review at the correct company - https://www.bbb.org/**/**/*************/profile/hotel-reservation/supertravel-1116-881071

  

  Business Response

  Date: 09/29/2022

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  Our Corporate team is reviewing your case and will reach out to you directly as soon as possible.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Having surgery today and they won't allow my 7yo daughter who is also a cancer patient and my wife which disabled so I booked them a hotel room With this company and wanting nothing to go wrong I paid using PayPal. When my wife arrived at the hotel they accused her of trying to commit fraud because of snap travel . I called snap travel and got a woman and all she did was read from a script word by word! I told her to call the hotel and tell them it was booked and was already paid for. She would not. Then I threatened to 3way the call with the hotel and them and me, thats when she got quiet and hung up. Don't know what scam is being played out but it's got to stop

  

  Business Response

  Date: 09/26/2022

  Hi there,

   

  Thank you for reaching out to us.
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:

  
  Order ID:
  Email used for the reservation:
  
  
  Hope to hear from you.
  Regards,
  Corporate

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Summary of fraud by Snap travel Booked a reservation for a 2 queen *** room (paid a premium over regular 1 king *** room) at ********** *********** ** for sep 17-sep 19 2022 ( 2 nights )Snap chat receipt clearly shows for 4 people. Screenshot of the reservation shows icon of 2 queen ***s with a premium over 1 king *** room.Upon arriving at the property the checkin agent says that the property does NOT/NEVER has had 2 queen *** rooms and gives me a 1 king *** room.So I had to book another room at another ******** property across the street. Attached 1. summary of fraud by snap travel 2. snap travel booking / invoice / voucher 3. snap travel agent emailed reply 4. alternate hotel booking made by me to accommodate my party.

  

  Business Response

  Date: 09/28/2022

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  Our Corporate team is reviewing your case and will reach out to you directly as soon as possible.

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18051348
  
  I am rejecting this response because: The business did not contact me as they promised in the reply - plain and simple

  I am attaching the documents again for your convenience and adjudication. 

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/11/2022

  Hi ******** ,

   

  Thank you for reaching out to us and we are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a 2 beds hotel room in *********, ** for my family in June using Snaptravel service. But at the check in, we were only given a room with one bed. I contacted snaptravel agents for over 2 hours and the agents took all the excuses, refused to solve my issue. Later on the agent lied to us saying that a manager would called us later. But we never got the call. 2 people of us had to sleep on the floor for night. After that I contacted snaptravel customer service several times, but the agents took all the excuse, refused to solve this and disconnected me. I asked to talk with higher management but was refused.

  

  Business Response

  Date: 09/24/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_6157327 at the Holiday ***************** & Suites **********-South Side, An IHG Hotel.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Please note that our team was able to provide some compensation and we were informed by the hotel that the room they ended up providing was more expensive compared to the original booking. Again, we are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  Regards,
  

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18041114
  
  I am rejecting this response because:

  This is not true. We were given a much ************, with only one bed. 2 of us had to sleep on the floor for the night. How can one bed be more expensive than 2 beds? If your logic works, why not give us a room with 4 beds, which is even more cheaper? 

   

  I would rather you honor our service contract. I called your agents that day several times for over 2 hours, but your agents refused to solve the issue and lied to me that a higher level manager would call us back to solve this, but we never got the call. 

   

  After that I tried to call your customer service several times, but your agents took all the excuses refused to solve the issue. So I had to try the credit card to dispute the charge, but was told that Snaptravel refused to honor the credit request. So I was charged the full amount on my account.

   

  If you do not honor the service contract, then I need the money back.

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/05/2022

  Hi ******,
  
  Thank you for reaching out to us again about your reservation B_6157327 at the ************************************************************, An IHG Hotel.
  
  As explained earlier, since you've initiated the chargeback process, we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18041114
  
  I am rejecting this response because:

   

  Solve the problem, don't kick the ball back and forward. Check with your billing department, You still have my money. 

  Even though I initiated the dispute process(after contacting your agents for several rounds), but the credit card company never got the refund from Snapchat. Snapchat did not honor the refund and the credit card company gave up the effort. So I was still charged the full amount by Snapchat. 

  As you did not provided the service I booked for, please refund my money back.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a hotel through Snaptravel on 9/14. There was no confirmation email sent. I went to the website to check on my reservation and noticed the company name was Supertravel (not Snaptravel) and I immediately didnt trust this operation for the aforementioned reasons. As cancellation is required the day of the booking I attempted to do so (which they make a convoluted process). The screen changed but there was no cancelation number. I attempted repeatedly to refresh and the same results occurred. I called on 9/14 and there was NO ANSWER. It rang and rang. I accessed the site on 9/15 and my booking was still active. I called again and managed to speak to an agent. (They said nothing could be done.) I chatted online (attached) with another agent and received the same response. I would not have booked with Snaptravel had I known it was a different company (??) (Supertravel) which makes the cancellation process impossible with zero help from agents. Thanks in advance for your help! Sincerely, ******************* Booking #: B_7111787

  

  Business Response

  Date: 09/23/2022

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7111787  at the *****************************************.
  
  
  We are truly sorry to hear that you had trouble with your reservation. And we are sorry to hear you had that perception about our service. Please note that our company has been rebranded to Supertravel.
  
  
  Unfortunately, it appears you were not able to complete the cancellation process within the cancellation period, thus the refundable period has elapsed and we cannot process the refund if we cancel today.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  
  Regards,
  

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The Doubletree by ************ at ********* Westport billed me $1,317.91 for a stay that I never booked, a reservation I never made. This reservation was performed through Snaptravel, which is a service I have never heard of or used. They are refusing to refund my money even though I never stayed at this hotel and never booked a room. I am demanding the Snaptravel make me whole and reimburse me for making making a reservation on my behalf without my knowledge or consent and without me reaching out or contacting them to do so. They are claiming I booked June 15th through June 20th, however I was staying at a different Hilton during that time for which I have paid the full $1,698.20. I have attached the paid in full receipt of the actual hotel I booked and stayed at to verify this.

  

  Business Response

  Date: 09/23/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_6142745 at the *********************************************.
  
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  Regards,
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18033500
  
  I am rejecting this response because, because I already attempted to follow this path.  My bank removed this charge initially as it was obvious this hotel chain/travel agent charged my for the same stay at two separate hotels.  At this time I require you refund my money through my financial institution or I will be filing a formal complaint through the ********** Attorney Generals office.  If this not resolved by then I will be retaining g legal counsel to make me whole.  This will include not just the phantom charges being returned, but also my legal counsels fees and court costs, plus any additional compensation for emotional suffering this has caused as it was during a time of great grief and distress.  

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/05/2022

  Hi *******,
  
  Thank you for reaching out to us again about your reservation B_6142745 at the *********************************************.
  
  As we have already explained to you once you've initiated the chargeback process, we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a hotel ************************* and my stay was suppose to be refunded and I have contacted both they hotel and the company about the refund. There has been multiple calls and emails my refund was sent to the company and was not processed

  

  Business Response

  Date: 09/20/2022

  Hi ************ ,
  
  
  Thank you for reaching out to us about your reservation B_6974696  at the ********************* .
  
  
  We are sorry for the inconvenience and we appreciate your patience and time spent explaining your concerns with this reservation.
  
  Even though you had booked a non-refundable, in this instance our Amendments was able to get an exception accepted by the accommodation. You can expect to see that back on your card in the next 2-3 business days, depending on how fast your bank is to process. Thanks for your patience!
  
  
  Regards,

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18016057
  
  I am rejecting this response because:the hotel refunded the amount yo the company and an email was sent from the hotel to me about this issue and it was stated it was resolved I need to be compensated for all my time to clear up the issue. 
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 09/24/2022

  Hi ************ ,

   

  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  
  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!

   

  As previously mentioned, we have already processed a full refund to your original payment method on file and the funds should reflect within 5-7 business days depending on your bank. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a room with Snaptravel(supertravel) and came to the hotel to check in. Hotel told me that they dont have an agreement with booking agency anymore and rejected my stay. Im in a foreign country without a hotel. You guys left me here on my own. ********** is one of the most expensive city and l dont know if l can afford last minute booking. Booking Details Confirmation Number: B_7047098

  

  Business Response

  Date: 09/20/2022

  Hi *****************text="true" style="box-sizing: border-box;">
  Thank you for reaching out to us about your reservation B_7047098  at the *************************.
  
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  We see that our team has helped in making sure you were able to check in at the property. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  Regards,

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I booked a hotel with Reservationstays.com (Snaptravel) for a hotel stay in ****** ***** at the Hyatt Place. My stay was scheduled for May 13th 2022(Check In) and May 15th 2022(Check out). I prepaid my hotel stay with this reservation.When checking out of the hotel; the hotel informed me that the third party did not pay the credit and that I would need to pay the hotel directly. I ended up paying the hotel directly.I immediately disputed my charge with my credit card and contact reservation stays (snap travel) as they had failed to do the service (credit hotel stay) that I paid them to do. When I contacted reservation stays they apologized and said that the credit would be with my bank and found in my favor. When contacting my credit card company; reservationstays (snap travel) said they provided services and no refund policy was applicable to this transaction, I contacted reservation stays back and they said it was found in my favor and to work with my bank. My bank after 4 months still did not receive the funds back from reservation stays.With research; I found out that the *********************** no longer uses reservation stays (snap travel) because this happened with many of their guests that booked through this third party. Reservationstays (snap travel) are liars and are stealing money each day for these reservations. I am requesting they send a full refund back to me as they failed to provide the service that I paid them to do.Thank You,***************************

  

  Business Response

  Date: 09/18/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_5799813.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Booked hotel with snap travel for me and my wife b_ *******. Snap travel did not provide the right info to the hotel so we each had a twinbed. Also the request for kosher breakfast was not conveyed ergo I had to go and buy breakfast reading all the complaints I am not alone

  

  Business Response

  Date: 09/18/2022

  Hi,

  Thank you for reaching out to us regarding your reservation B_6699006.

  Please note that the room type selected by you was a standard room and as per the listing on our website the standard room comes with 2 twin beds. As per the reservation, what you received was accurate. Kindly let us know if that was not the case. Also, in terms of special requests, special requests are passed directly to the hotel's front desk. Depending on availability, they may be able to accommodate and these are not guaranteed.

  Hope we were able to clarify that for you.

  Regards,

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18003386
  
  I am rejecting this response because: per hotel manager the special request was never conveyed to the hotel also I bought a room for my wife and me not two room mates. Answer alone shows what a ***** company you are
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/24/2022

  Hi ****,

  
  We do apologize but we do not have control over the type of room you will be assigned, since the booking made was a standard room and did not explicitly identify or described the bed type for a King. As per the request, please note that all request were subject to approval, unfortunately, the Kosher breakfast request was not met.

   

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.