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:09/08/2022

  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.

  My family and I booked a hotel room to stay at the Hampton ************ in ********, ** on August 20, 2022 for one night. The room had dirty, very stained carpets and there were ants and food bits in the A/C unit in the room. I alerted the hotel staff, I talked with the General Manager and they were apologetic and professional. They said they couldn't issue a refund because I booked through a third party, but would agree to a refund if the third party would initiate the request, as it would be in the regular course of business.On September 5th, my husband and I called SnapTravel **************** about this issue. The *** refused to help and then hung up on us. On September 8th, I called SnapTravel **************** again to request a refund and explained they need to initiate a request with the hotel. The *** refused to help, saying they did not have the ability to contact the hotel, and refused to transfer me to a supervisor when I requested that. On September 8th, I emailed SnapTravel ****************. They refused to help and sent this auto-response: Your ticket with this team has been marked as closed. Please note that any further responses on this thread will not be monitored. For any additional questions, please refer to our ************ or start a new inquiry by emailing or calling us.I request a full refund by September 16th for reservation B_6848255 in the amount of $384.91, made under the name ****** De ** ***** (my husband).

  

  Business Response

  Date: 09/18/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6848255.
  
  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.
  
  It is noted that we have already refunded this reservation and this has now been resolved.
  
  Thanks for your patience!
  
  Regards, 
  

• Initial Complaint

  Date:09/05/2022

  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.

  I booked and paid for a 3-night stay at Hilton Garden Inn in *******, ** using SnapTravel. I overlooked their cancellation polity which is 6 miles below the rest of the information and worse than the Apple iTunes privacy policy!! After the 2nd night, we wanted to move out due to the noise from a room above ours. So, we checked out on Sept 4th instead of Sept 5th. We were a

  

  Business Response

  Date: 09/15/2022

  Hi there,

  Thank you for reaching out to us regarding your reservation B_6975663.

  Please note that we have looked into this case and can confirm that this has been resolved and a partial refund for the one unused night has been processed.

  We thank you for your patience.

  Regards,

• Initial Complaint

  Date:09/03/2022

  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.

  I purchased paid for a hotel through snap travel. I've been a customer of their's for well over a year. Anyway I purchased a room for 98 dollars. When I went to check in the hotel changed and increased their deposit to 150 dollars. Normally it's less than 100 dollars. Also the hold takes 3 to 5 business days to drop off. I couldn't afford to pay that. I just lost my home. The hotel said they would contact snap travel and request they refund me. I contacted snap travel and they told me even though the hotel requested a refund they wouldn't refund me and those funds they would just keep. I even asked to be moved to a different hotel cause I needed a place to sleep more than the money. So now I have nowhere to go for the night. Snap travel just kept my money

  

  Business Response

  Date: 09/12/2022

  Hi Shira,

   

  We appreciate you letting us know about your experience. 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 Snaptravel does not collect or have control over the amounts the hotel decides to hold as a security deposit. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion.The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy.
  
  
  This being said, you were fully refunded on 09/04/2022. Please see receipt enclosed.

  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

   

  Regards,

  Corporate

• Initial Complaint

  Date:09/03/2022

  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 made a hotel booking but could not travel on the original date so I requested to have the date changed. the company refused to change the date as well as not allowing cancellation along with refusing to refund my money. I was only told about the non-changeable part of it only after contacting them to request the change.At this point it's clear that this business is intentionally trying to scam people out of their money and I would like a FULL refund immediately. It makes no sense that a reservation cannot be changed not cancelled.Confirmation Number: B_7001639

  

  Business Response

  Date: 09/12/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_7001639 at the Quality In.
  
  We are truly sorry to hear that you had trouble with your reservation.

  
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  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, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest 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.
  
  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 apologize for the inconvenience.
  
  Regards,
  Corporate

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17915659
  
  I am rejecting this response because: I was not made aware of ANY of the nonsense that you just spewed.

  but it's fine I

  'll NEVER in this or the next lifetime use your service and spend one red cent with you again, so go ahead and continue with this rediculous policy and see how many customers you're able to retain.

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

  

  Business Response

  Date: 09/19/2022

  Hi, 

  We are sorry that you didn't feel supported in your most recent experience with our team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. As per our previous message, we cannot assist any further as their had been a chargeback initiated. Please note that our chargeback team will reach out to you to assist with the best possible outcome.

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

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory to me, but at this point i'm choosing to move on and never do business with them ever again. 

   

  thank you for your assistance,

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

• Initial Complaint

  Date:09/02/2022

  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.

  Due to computer technical issues the submit button on web purchase form on the snaptravel.com site was clicked before I as the user had the opportunity to update the booking dates. As a result, an unintended booking was placed in the snaptravel system. Immediately upon booking, I contacted snaptravel to correct the issue. When the intended booking dates were not available Snaptravel refused to make any changes to the reservation or issue cancellation/refund or snaptravel credits as per the cancellation policy of the unintended transaction.

  

  Business Response

  Date: 09/09/2022

  Hi ****,

  
  
  Thank you for reaching out to us about your reservation B_6997824 at the **************************.
  
  We are truly sorry to hear that you had trouble with your reservation.

  
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund.

   

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  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, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest 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,
  Corporate

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17901685
  
  I am rejecting this response because: The order was created inadvertently as previously stated.  My web browser fired the submit button on the web form before i had the opportunity to set the proper booking dates on the web form.  I did not willingly accept the terms of this cancellation policy and for that reason I expect this transaction to be corrected and fully refunded.  ********* that was the recipient of the inadvertent order was also contacted and is not willing to get involved in this transaction dispute.  The merchant's reply citing the cancellation is not relevant in the case of a technical error
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/18/2022

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_6997824 at the **************************.

  Please note that we have already processed a refund for this reservation and this has now been resolved.

  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:09/01/2022

  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.

  7/5/2022 through 7/7/2022 AmericanInn **********, ** I requested one handicapped room. I got two non-handicapped rooms on the second floor with no elevator. No refund being I booked through a third party. And sorry no changes being you booked through a third party. The hotel blames the third party and the third party blames the hotel. And I am out $194.50

  

  Business Response

  Date: 09/06/2022

  Hi *********

   

  Thank you for reaching out to us about reservation B_6237794 at the *******************************.

   

  We are sincerely sorry to hear that you had trouble with your reservation, nonetheless, we must bring to your attention that you did not book an accessible room, as you rather place that information on a special request. We remind you that special request are sent to the accommodation, but are always subject to hotel availability. Furthermore, we kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

   

  Please refer to your confirmation email and check-in voucher.
  
  

  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 apologize for the inconvenience.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Confirmation Number: B_6937333. Snaptravel runs the criminal enterprise. Total SCAM! They advertise places when someone is renting a room as a hotel. I booked two rooms and arrived at Venice Beach Vacation Condos around 8 pm to check in. No hotel, no lodging signs, nothing. Snaptravel in the confirmation email wrote "In order to check-in to the hotel, you will be required to present a valid photo ID that matches the guest name on this reservation. " The address property was a personal condo, everything was closed down. When I called the Snaptravel support center, a person with a heavy accent pick it up. Screaming kids and animals in the background. Clearly, Snaptravel agents are using some internet phone system, because the delay was astounding. The agent barely was speaking English, and they were only repeating like a robot "no refund, that is a non-refundable reservation." But wait, they inform me that there is an additional $99 housekeeping fee that I will have to pay. Wow, so first they scamming people by advertising Airbnb room rentals as a hotel establishment, and on top of that, they will charge you a housekeeping fee for non-use. This is criminal.

  

  Business Response

  Date: 09/06/2022

  Hi ****,

   

  Thank you for reaching out to us about your reservation B_6937333 at the Venice Beach Vacation Condos
  
  

  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. In this case nonetheless, we want to stress that unlike your previous reservations, this listing is indeed for condos, not for a hotel or motel stay, as states in both your confirmation email and check-in voucher. This being said, you were indeed granted a full refund, as the property had informed that you had not agreed to pay a housekeeping fee, which we completely understand as it was not included on the listing.
  
  
  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.
  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 apologize for the inconvenience.
  
  

  
  

• Initial Complaint

  Date:08/30/2022

  Type:Billing 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.

  Snap travel stole money from me and lied to me through a fraudulent site. The promise to give reservation cancellation information and the final page but instead charge your card and steal your money. The document shows there terms and when I tried to access cancellation information at that stage they charged my card and wouldnt fulfill their OWN terms.

  

  Business Response

  Date: 09/02/2022

  Hi *****,

  
  
  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,

• Initial Complaint

  Date:08/29/2022

  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.

  They scammed me said i booked a room and took my money the hotel said i wss never booked

  

  Business Response

  Date: 09/02/2022

  Hi ***** ,
  
  
  Thank you for reaching out to us about your reservation B_6934940  at the The ****** *******************************text="true" style="box-sizing: border-box;">
  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 we have refunded you in full on August 27th 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.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:08/29/2022

  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 stay at ******************************** through Snaptravel (Reservation Stays) check in 6/28/22 and check out 6/29/22; Confirmation number B_5014226. I cancelled the reservation and I was supposed to receive my refund of $345.96, however, I never received my refund. I have contacted their representatives and they have told me different things. I have received emails that I will get my refund in 3-5 business days and then the supervisor Min emails me that we have canceled your reservation As the status of the charges here on our end is VOIDED, this means that you requested to cancel the reservation before the payment was settled, and therefore, no funds were taken out of your account. I kindly suggest contacting your bank regarding this matter. However, I spoke with my bank **************************** and they state that $345.96 was deducted on 1/19/22. Snaptravel is denying that they withdrew $345.96 on 1/19/22, however, I have bank records that the money was withdrawn and they never refunded me the money. Their company stole my money and never gave it back to me which is fraud. Snaptravel has put me through a lot of stress and anxiety because I have contacted them numerous times and they still have not refunded my money back. Please help me.

  

  Business Response

  Date: 09/02/2022

  Hi *******,

  We appreciate your patience in explaining your concern, and we are so sorry to hear about your recent experience with our team. We wanted to confirm that the initial information provided to you by the representative you spoke to is accurate. Upon checking our records, your transaction was indeed voided, as proof, we included the receipt which contains the information you may use when inquiring with your bank.

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

   

  Regards,

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17788987
  
  I am rejecting this response because:

  
  

   I have been disputing with Snaptravel about a hotel booking that was cancelled. On 1/19/22 Snaptravel withdrew $345.96 that was not supposed to be withdrawn because I cancelled that ***************** Lodge booking check in 6/28/22 and check out 6/29/22. Snaptravel supervisor Min emails me:
  

  Please be advised that we have canceled your reservation As the status of the charges here on our end is VOIDED, this means that you requested to cancel the reservation before the payment was settled, and therefore, no funds were taken out of your account.
  

  Their company committed fraud because they withdrew $345.96 on 1/19/22 and Snaptravel is denying that the money was withdrawn when I have it on my bank record that it was withdrawn. Please give me my money back because Snaptravel claims that no funds were taken out of my account, yet they took my money out from my account. I am not talking about the $380.98 because that was not withdrawn. However, Snaptravel made a mistake in withdrawing $345.96 on 1/19/22 when they were not authorized to withdraw that money in my account.  Please resolve this dispute by giving my refund back. Attached is proof of Snaptravel email and a picture of my bank record that money was withdrawn. 

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

  

  Business Response

  Date: 09/15/2022

  Hi *******,

  Thank you for reaching out to us.

  We will take a look into this again and get back to you shortly.

  Regards,

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17788987
  
  I am rejecting this response because:

  Snaptravel withdrew $345.96 on 1/19/22 that I never authorized. I received emails that I would get my refund in 3-5 business days and when I speak to a Snaptravel representative you guys continually say the funds of $345.96 was never withdrawn. ******************** is saying the confirmation number is not correct just to avoid giving me a refund. However, I have no other records and the confirmation number is B_5014226. 
  Please help me resolve this dispute. Snaptravel should not treat customers this way. Please give my refund back. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/11/2022

  Hi Analiza,

  
  Thank you so much for sending this over. Please note that the order ID you have provided shows as cancelled and voided from our end since January.

   

  Are you by any chance referring another reservation you booked directly with us? Thank you!

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 17788987
  
  I am rejecting this response because:
  Your company withdrew $345.96 that was not authorized. Your business committed fraud. 
  
  Sincerely,
  
  *********************************