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:08/23/2022

  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 reservation with Snaptravel. Within minutes, I remembered I had some credit with the hotel and wanted to book with them directly. I reached out to Snaptravel; and they confirmed in writing my transaction was voided and I would not be charged. However, they did cancel my reservation, but they also charged me the full amount and are refusing refund at this point.

  

  Business Response

  Date: 08/27/2022

  Hi ********,
  
  Thank you for reaching out and we hope you are doing well. The refunds have been processed on August 25th and it may take 2-3 business days (Monday-Friday banking days) for the funds to reflect on your card. 
  
  Please allow a few days for the bank to process the refund accordingly, thank you for your patience and understanding all throughout.
  
  Regards
  

• Initial Complaint

  Date:08/23/2022

  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 a hotel room through "reservationstays/snaptravel". #r3612026067 I was told and agreed that I would be billed $251.86 ******** for 1 night at a hotel in *********** ******. I was actually billed $257.95 u.s. that I did not agree to. I believe this to be fraud. The company snaptravel has told me verbally over the phone they would refund the difference and send me an email detailing this. I have not received the refund or email, and would like it corrected so the amount I would have paid is $251.86 ******** or equivalent. I have tried to resolve the issue with the company and spoken with "***********" on Aug 16/22 who agreed to refund my credit card $90 but the company has not. Thank you

  

  Business Response

  Date: 08/27/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6674965.
  
  We are sincerely sorry to hear that you had trouble with your reservation.

  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 have escalated this matter to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.
  
  Thanks for your patience!
  
  Regards, 
  
  

  
  

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17756704
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  I would be happy to entertain the companies' response to look into the matter, however in recent dealings with them on several occasions--they have mislead me and not followed through on promised resolutions. I am very doubtful as to the success of this response. I await full resolution as requested and wish to keep this claim ongoing until full resolution.

  Thank you

  

  Business Response

  Date: 09/02/2022

  Hi ******,

  We appreciate your patience as we work on your request. Please note that our team is exhausting all efforts to make sure we can provide you with a resolution in the soonest time possible. Please stay tuned and our team will update you as soon as we can. Thank you and have a wonderful weekend.

   

  Regards,

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17756704
  
  I am rejecting this response because:

  I would be happy to accept the response if the company actually resolved the matter. I keep hearing they are working on it through this venue and through email they keep sending me, but nothing of substance. They are only offering platitudes I'm afraid. As soon as I have a positive resolution ie. refund of the amount owed to me I would happily accept. Until then, no I cannot.

  
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:08/22/2022

  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.

  My husband purchased a ********************** stay with SnapTravel (Snapcommerce ***** from Friday, August 12th - Monday August 15th (reservation *******). Unfortunately, due to inclement weather, our flights were cancelled on August 12th and we could not make it to our reservation at ************. I have the confirmation from American Airlines and am happy to provide it. I immediately called ************ on August 12th and informed the hotel that our flight was cancelled and that ****************** airport grounded ALL planes, so we could not make it that night. We were deeply concerned about being charged that night when we could not make it. The person I spoke to at ************'s customer service told me not to worry, that she would not **** as as a no-show, and that she would make notes that we would do our best to be there the next morning. She said we would not lose any money. Based on her assurances, we booked an early flight so we could get to the room.We flew in the next morning on August 13th and spoke to ************, who informed us that they did not keep our room and did **** us as a no-show. After speaking to the manager they said they would not charge SnapTravel for the night. We called SnapTravel and spoke to three separate agents about getting a refund for the first night since this was an Act of God and since ************ said they were not charging SnapTravel for that night's stay because of it. SnapTravel's agents (which are incredibly difficult to reach) read off a script each time and demanded that we call ************ and get a letter from them. ************ said absolutely NOT, and that a third party who tries to get the customer to negotiate with them is being fraudulent. We called SnapTravel back to tell them this, and they eventually said I should send the American Airlines cancellation. I did, and they never responded. I have send at least four emails and get auto responses that "the case has been closed." I am happy to provide more.

  

  Business Response

  Date: 08/26/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_6698082 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. 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. 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,
  

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17750110
  
  I am rejecting this response because:

  While we appreciate that SnapTravel is finally doing what only it can do (reach out to the hotel) based on industry standards and restrictions which do not allow us to reach out to the hotel, as SnapTravel is aware and has been informed many times, we need a resolution to this matter. We are only provided five days to respond to SnapTravel's response and were provided no assurances that there would be a resolution. As the hotel confirmed, it did not charge SnapTravel for the first night of the stay and said it was SnapTravel's responsibility to discuss the matter with the hotel. We have absolutely no power to reach out to the hotel and have no ability to cancel reservations or discuss the matter with the hotel. SnapTravel is the only party we can speak to and is also the only party which can discuss the matter with the hotel. We are asking for a credit or refund of the first night stay since this was an Act of God (force majeure) that was outside of anyone's control, it was reported immediately to the hotel, and the hotel confirmed it did not charge SnapTravel for the stay. 

  Given the time limit for us to respond to this complaint, we need some sort of resolution or update on the status of the discussion with the hotel regarding refunding or crediting the amount not charged to SnapTravel / Snapcommerce, Inc. 

  We also do have the names of the people we spoke to. All this information can be provided. 

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

  

  Business Response

  Date: 09/02/2022

  Hi *****,

  
  Thank you for the follow up, please note that our team is continuously coordinating with the property. We had a call with them and they asked us to follow up via email which our team has been doing non-stop so we can finally resolve the concern. Though we understand they told you they would agree to refund the first night of the reservation, this information is still not reflected on our end due to lack of documentation.

  Please bear with us as we work on your request. Our team will reach out to you via email as soon as we get an update. Thank you for your patience and understanding all throughout.

  Regards,

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17750110
  
  I am rejecting this response because:

  While we appreciate that things are allegedly in motion, we need a resolution to this. The hotel should have all three information necessary to allow the refund. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/19/2022

  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.

  On January 21, 2022, we booked a four-night stay for two rooms at ******************* in *********, ** for February *****, 2022. The hotel failed to provide basic service and many of the items that they advertised, and agreed to refund the charges for one night per room. They instructed Snaptravel to refund $630.22 to us, and documented the requests and a detailed fashion. Snaptravel never refunded the money, despite several calls to customer service. They claim they never received these requests. We have yet to see a cent and want what we are rightfully owed.

  

  Business Response

  Date: 08/26/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation ***********************************************************.
  
  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!
  
  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, so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and 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.
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  Regards,
  Corporate

   

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17743615
  
  We did take our concerns directly to the hotel management. We did reach an agreement with them. They did refund money to YOU, and directed YOU to refund it to us in turn. You are in possession of funds that are not yours, and it is you that action is required from.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/02/2022

  Hi *******,

   

  Thank you for following up. Please note that the refunds were processed accordingly on 08/27/2022 and the funds should be reflected on your card within 5-7 business days depending on your bank. We reiterate our apologies and we hope to assist you in the future. Thank you for your patience and understanding all throughout. Happy weekend!

   

  Best,

   

• Initial Complaint

  Date:08/19/2022

  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 a room under confirmation number B_6503103 at the *************** in ************* for a Double private room from 8/19-8/21. I was billed by the Generator $126.46 for a room in a shared dormitory. When I called the hotel they informed me that the rate I paid only corresponded to the shared dormitory and directed me to discuss with the company I booked through. I contacted snaptravel regarding this and was simply requesting a full refund for my booking. I was on hold for two hours before being referred to booking.com, receiving an email that I would have a cancellation fee even though I did not make this error in booking, and being given a 20% credit to snaptravel. I then contacted booking.com and was again on hold and had to go through the story of this mix up. I have submitted this issue as a complaint to booking.com and am awaiting resolution as well. Snaptravel booked me with a room I did not pay for and then was unable to rectify the situation. In the meantime, due to imminent travel plans and this process taking more than 2 hours without resolution I had to book an alternative hotel at a much higher cost. I am seeking a full refund and that any credits I receive be credited back to my credit card. Snaptravel was difficult to communicate with and I have been unable to satisfactorily discuss these concerns with anyone with power to resolve them. this process took an exceedingly long time without any resolution despite my using their service and I was not notified of the error until less than 24 hours before my trip and was forced to make much more expensive alternative arrangements.

  

  Business Response

  Date: 08/26/2022

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_6503103 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.
  
  
  Please note that our urgent care time has been working with our travel partner who will be reaching out to you with the final resolution.

  
  
  Thanks for your patience!
  
  
  Regards,

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17743109
  
  I am rejecting this response because I have not had any communication from the urgent care team regarding the status of this refund request. The only communication I have had is from the generator hotel and booking.com, both of whom referred me back to snaptravel.
  
  
  

  

  Business Response

  Date: 09/01/2022

  Hi *******,

  Thank you for reaching out.

  Our ***********  team is currently reaching out to the property and our travel partner on your behalf and request an exception to be made. They will follow up with you as soon as possible. We appreciate your patience and understanding all throughout.

  Regards.

• Initial Complaint

  Date:08/18/2022

  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, Confirmation number B_6811909 with snap travel, and the resort fee was not presented upfront in the process next to the Daily rate including taxes and fees or next to the total price on the invoice page. The invoice stated there was a resort fee at the bottom of the page well below the total price, without an amount. The Law says it has to be presented upfront in the purchase process. I went back through the booking process and printed the invoice that comes up to show this. This isn't a fee that applies to all hotels or is mandated by the government so must be presented in a conspicuous manner, in relevance to cost, that would seem to be next to the price.Others like Priceline show the resort fee right next to the nightly rate including all taxes and fees. Thank you so much ***************************

  

  Business Response

  Date: 08/26/2022

  Hi ******,

  Thank you for reaching out with regards to your reservation B_6811909.

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.

  Please note that our travel partner did include the room rate and hotel fees in their price. Snaptravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. 

  We have attached the copy of your invoice for reference. Please note that on the screenshot you shared, there was an underlined link which when clicked would show you the mandatory charges such as the resort fees the hotel will charge you directly.

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

  Best Regards,

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17740275
  
  I am rejecting this response because:  The law says disclosure of resort fees has to be upfront.  The statement listed in your invoice, "Room cost paid in advance. There will be NO additional charges or fees for the room.Only incidentals, resort fees" doesn't give any idea as to what extra fees might be involved and isn't listed with the purchase total, where the eyes natural fall to confirm total pricing.  The term "Incidental" doesn't give any hint to the $29 additional a night I have to pay.  Upfront would be to put the resort fee with the total nightly or total rate before the invoice, and on the invoice with the total cost including taxes like Priceline and others do so I can make a meaningful comparison, and don't need to be a lawyer to make a simple purchase decision.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/02/2022

  Hi ******,

   

  Thanks for the follow-up. We have disclosed right away the resort fees on the booking confirmation please see attached screenshot for reference. Once again, we do apologize for any inconvenience, but it is standard policy for hotels to charge customer's resort fees and other ancillary fees directly.

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

   

  Regards,

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17740275
  
  I am rejecting this response because:

  
  

  As I stated before the resort fee was in small print after the total, not as the law states to be upfront.  It also wasn't with the initial listing of the hotel and price and on some of the pages it didn't give an amount just that there may be a resort fee in small print.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/18/2022

  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.

  My booking number is B_5970903.This reservation was cancelled by Expedia. Refunds were provided by Expedia directly to GRN Connect. GRN Connect provided a refund to Snap Travel. Now Snap Travel refuses to refund me, the customer. Expedia, GRN Connect and Snap ********************** are running a fraudulent ring whereby they transfer money amongst themselves but do not actually refund the customer. I would like a refund immediately.*****

  

  Business Response

  Date: 08/25/2022

  Hi *****,
  
  Thank you for reaching out and we hope you are doing well. The refunds have been processed on August 19th which is a Friday, and as mentioned previously it may take 2-3 business days (Monday-Friday banking days) for the funds to reflect on your card. 
  
  Please allow a few days for the bank to process the refund accordingly, thank you for your patience and understanding all throughout.
  
  Regards

  Customer Answer

  Date: 08/29/2022

  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:08/17/2022

  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.

  A purchase of $305.95 (#B_6772289) made on the morning of August 13, 2022 for hotel reservations for two nights in **********, ** when I was in **********, ** shows clear signs of travel duress. But for Snaptravel, this is "unrefundable".

  

  Business Response

  Date: 08/25/2022

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_6772289.
  
  
  We are truly sorry to hear that you had trouble with your reservation.

  Please note that we do not have the ability to modify any reservations or change your research. That includes the hotel and the dates. Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input.

  
  It is the guest's responsibility to confirm dates and the hotel before moving to the payment page and then finalizing the purchase. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  
  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. 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.
  
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  
  Regards,

• Initial Complaint

  Date:08/17/2022

  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.

  On January 25, 2022 I used Snap Travel / Booking Vault to make a flight reservation from ***** to ********. Snap Travel / Booking Vault failed to honor our transactional agreement by doing the following: booked the incorrect class of economy ticket resulting in $150 baggage fees, inserted their contact information instead of mine on the reservation, failed to respond to the airline about a cancellation affecting my reservation, failed to notify me about this cancellation, repeatedly failed to understand what the problem was when I contacted them, failed to answer my direct questions about the problem numerous times, refused to fix the problem without attempting to charge me $500 more for the new fare price. Ultimately the solution Snap Travel / Booking Vault arrived at was to offer me a credit and rebook the entire reservation and charge me the additional fees for such a last minute flight reservation or cancel the reservation completely and issue me a refund in ***** days. I chose the latter but have read online numerous instances of Snap Travel / Booking Vault failing to deliver the refund to the customer.This ordeal hast cost me a few hundred dollars more than I originally planned to spend on travel back in January. It has also been very stressful trying to figure all of this out with numerous phone calls to Snap Travel customer support and three different airlines.I am filing this complaint because of their poor business conduct and to insure that I receive my refund.

  

  Business Response

  Date: 08/23/2022

  Hi Haven,

  Thank you for reaching out about your booking.

  We are truly sorry to hear that you had trouble with your reservation.

  
  As this review is about flights, please connect with our flight team at BookingVault by sending an email to ********************** You can also call them on call **************. They are best equipped to can help answer your question about your flight reservation.
  
  
  Emergency number: ****************.

  Please note that we have also escalated this concern to the right department and they will get in touch with you directly. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Kind regards,

• Initial Complaint

  Date:08/17/2022

  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 room, ******, for *********************** my boyfriend with a false and advertisement upon booking. It stated I could get a king or 2 double beds. AFTER booking I get a voucher stating type of room. When calling Snaptravel they stated I was booked in king smoking because of the hotel that was all they had. Meanwhile ** talking to the hotel attendant to the entire time and they telling me that have the room I need. They need Snap travel to place me in that room. Snaptravel is giving me every excuse instead of just changing the room. They stated they cant change or refund my money. Im highly upset and dissatisfied. I have small kids I would never book a smoking one bed room!! Poor customer service reading me scrips and bad satisfaction. My problem is not resolved at all, I must state its 2:30am and they do not care. I now have to make Snaptravel problem the hotels. It is not okay.

  

  Business Response

  Date: 08/23/2022

  Hi ****** ,
  
  Thank you for reaching out to us about your reservation B_6810986 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. 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. 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.
  
  
  Please note that we do not have the ability to modify any reservations or change your research.

  
  Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input. If the room that you have selected is not available, the system lets you know and shows the next available rooms. It is the guest's responsibility to confirm the dates and the hotel room before moving to the payment page and then finalizing the purchase.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  
  Regards,