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:08/16/2022

  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.

  A few weeks ago I booked one night of stay on snaptravel. I was charged for about 250 dollars for the booking. However, after my stay, the receipt from the hotel showed that the total cost is about 188 dollars. I argued with snaptravel that there is a big mismatch (over 30%) between the charge from them and the actual cost, but the customer service only told me that this overcharge is reasonable for them to run the business. This overcharge is not stated in any of the document on their website.

  

  Business Response

  Date: 08/21/2022

  Hi Xiamin

   

  Thank you for reaching out to us about your reservation B_6601189 at the ************************* - Downtown.

   

  Please note that yiu were not overcharged and is the amount you were quoted and charged for.

   

  For context, our hotel rooms are sourced from different partners including Expedia, Booking, Priceline, Hotels.com and other whole sale suppliers to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, even though the hotel might provide you with a folio so you have a record of services provided, the invoice you received at the time of booking is the correct documentation for the breakdown of the charges of your purchase.
  
  The price on the folio is not the retail price for the customer but rather what the hotel negotiates with our travel suppliers. They add their fees to us and we add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around saving you money on hotels so that you can spend more on the rest of your trip!
  
  For more information please check this link:
  https://snaptravel.freshdesk.com/support/solutions/articles/48001014537-how-can-snaptravel-offer-such-great-deals-

   

  We hope we have clarified your doubts and concerns.
  Regards,Corporate

• Initial Complaint

  Date:08/15/2022

  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 through SnapTravel on 8/12 at 11:12 PM for intended check-in on August *****th. I was forced to refresh the page and their site changed my travel dates for 8/12-8/13. I did not notice the date changed and booked the hotel. Within two minutes I notice the mistake and contacted customer service. However they refused to change the dates as they state the reservation was non-amendable and cannot be canceled. They refused to help me and told me there is nothing they can do for me. They took my money and all they could offer me was an apology. I did not check-in the hotel as I live hundred of miles away. They still charged my card and still refuse to help me. Upon further research this appears to be a common problem with SnapTravel.

  

  Business Response

  Date: 08/21/2022

  Hi

   

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the order ID and details of your booking so we can look into this further.
  
  
  Please also provide your email address used for the booking.

   

  In the meantime, 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 dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

   

  Once you provide the reservation info our team will reach out to the accommodation see if the hotel can consider an exception and allow cancellation with waived fees.
  
  
  Thank you for your cooperation.

• Initial Complaint

  Date:08/13/2022

  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.

  We booked a hotel for ******************* for August 5, 2022. Unfortunately I tested positive for COVID on August 3, 2022. I followed the websites COVID policy for a full refund of $556.95 and provided an e-mail with the full information and my PCR test showing the positive result. I have not received a response and there is no phone number to call. I have followed up several times via e-mal after following their COVID protocol and no response at all. I am seeking a full refund.

  

  Business Response

  Date: 08/21/2022

  Hi *******,

   

  Thank you for reaching out to us about your reservation B_5935435 at the *******************.

  We are sorry to hear the circumstances behind your request and wish you a speedy recovery.
  
  

  Our Amendments team is currently reaching out to the accommodation on your behalf to request an exception to be made. They will follow up with you as soon as possible.

  In the meantime, we kindly ask you to review the Terms & Conditions on our website, especially the ***** response policy available since 2020 across the industry, 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. Regarding ***** concerns, if a booking is non-refundable and a customer wants to cancel, we will do our best to negotiate a free cancellation and full refund on their behalf, however, all requests are subject to hotel and travel partner approval, so it is not guaranteed.

  We appreciate your patience.

   

   

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17711954
  
  I am rejecting this response because:

  This response is not satisfactory for the following reasons:

  I contacted Snap Travel on Wednesday, August 3rd and notified them via e-mail that I had contracted ***** and needed to cancel the reservation. I provided a copy of a rapid test and was told that was not acceptable and a *** was needed. I obtained a *** which I then sent early morning on Friday, August 5th with the same information about needing to cancel. I also contacted the hotel directly and was told that they could not deal with me they needed to work with Snap Travel due to the fact that I booked with a 3rd party. I heard back from Snap Travel on Friday, August 5th saying the *** results were not attached. I resent the *** and have not heard anything back from the company. I have called and was told someone would research it and have not received any response. They should have provided me with the authorization to work with the hotel directly, or they should have contacted the hotel before the check in time to seek the refund. My request is that the full rate be refunded no later than Friday, August 26th or I will ask seek legal action that the ***** policy in the e-mail confirmation was inaccurate and the company purposely delayed responding because I had already paid the amount due. Please note I had another hotel later in the week that cancelled the reservation as soon as I told them I had *****. I appreciate your assistance remedying this situation with the company. 

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

  

  Business Response

  Date: 09/02/2022

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_5935435  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 and we have processed the full refund on August 23rd. You can expect to see that back on your card in the next 3-5 business days, depending on how fast your bank is to process. Thanks for your patience!
  
  
  Regards,
  

• Initial Complaint

  Date:08/09/2022

  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.

  I received emails from Snap travel for reservations that i didn't make . Two separate transactions for two rooms . May 5&6 and May 7&8 2022. I call snap travel they made notes that it wasn't me and the next day I call ************* Three months later I get an email my claim was denied . The investigation takes 10 days not three months . I call the bank I get more details that it was denied because snap travel had all my information but ,of course they did how else would they do this . I call back to snap travel which I never heard of until this situation occurred. I ask for a supervisor and was told someone would contact me . I get an email hours later that because I ask for a charge back by contacting my bank that it was denied. They say one thing the bank saying another thing . I email my back after talking to **** a supervisor that agreed that the decision made was not right . I ask the bank did they talk to Joy from the hotel because I called to see if anyone had checked in under my name . I didn't check in and every hotel has cameras. The decision was unjust . The bank has not e-mailed me back and this is 470 and change that they put as a negative in my checking account. I'm a *** driver I work hard for my money and I'm also a union rep for local 639 . I investigate things all the time and this entire situation makes no sense to me at all . I was sick and I didn't go anywhere and I don't go anywhere since 2017 in the month of May because my Mother passed away. I stay in . That's depressing enough then someone takes my money and this is not the first time it's been more than a few times and I think four times and the last time before this one they didn't get my money back when I thought I was ordering Lysol when we couldn't find any ***** and I didn't know it was a fake page just to take your money. They had fake shipping papers to provide and some people got toys and they ordered Lysol but ,of course I investigated after the bank said they denied my claim .

  

  Business Response

  Date: 08/07/2022

  Hello,

   

  This complaint is not for my small business out of **********, ** called IT'S A SNAP TRAVEL.  Rather, this complaint is for SNAP TRAVEL out of *************.  In the attached screen shots you can clearly see it is SNAP TRAVEL, not my small business.  

  In order to receive any action on this complaint, it should be filed with the correct company and deleted from my record.  This effects my rating and my business is in no way affiliated with SNAP TRAVEL, we simply have an unfortunate similar name.    

   

  The correct company is https://www.bbb.org/**/**/*************/profile/hotel-reservation/snaptravel-1116-881071

   

  Kind Regards,

  ****

   

   

  

  Business Response

  Date: 08/11/2022

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

• Initial Complaint

  Date:08/08/2022

  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.

  Even if the hotel was prepaid via snaptravel, I was charged by the hotel as they said they didnt got paid by snaptravel. hotel can not do anything and told me that I need to be refunded by snaptravel

  

  Business Response

  Date: 08/11/2022

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_6545977 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 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: 08/11/2022

  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:08/07/2022

  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.

  Upon my arrival at a hotel I booked through snap travel I unfortunately walked into a very disgusting room! With a bug in the bed, dead bugs on the floor, mold in the room dirty toilet and shower! Im well aware that snap travel isnt responsible for the hotel quality however being that theyre a booking company I paid through youd think they could easily refund my money however theyre requiring written consent that theyre making me get from the hotel which the hot l has yet to provide to me!!! Instead of reaching out to the hotels themselves! Why do I have to call the hotel and beg everyday for them to reach out to snap travel when I didnt even have to do that much to book the reservation. The hotel has confirmed over the phone that my booking was canceled not sure now Im suppose to transfer a phone call into written consent. It makes no sense to have a certain policy in place when the hotel doesnt even follow it. Obviously this is just very very lazy and unprofessional of both businesses so Ive reported them both! Im on the phone with my bank now trying to dispute this c*** which I shouldnt even have have to do!! Its not that difficult to refund me! Im a busy person and cannot keep going back and fourth with snap travel and the hotel everyday I simply cannot! Ive contacted snap travel explaining to them that Im not able to get a written request from the hotel and theyre basically saying oh well theres nothing we can do instead of trying to help me or simply call the hotel and confirm the events!

  

  Business Response

  Date: 08/11/2022

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_6489719  at the Country Inn & Suites By ********* ******, **.
  
  
  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,

• Initial Complaint

  Date:08/03/2022

  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.

  August 1st 2022 paid $135 for a one-night stay was told by an administrator that I would get compensated for waiting 3 hours while the administrative contact with the front desk and modified my reservation to be checked in that same night because of a mishap on the app itself. All the while my son sleeping in his car seat. I've called back for the past 2 days trying to get this resolved and now it seems like I was lied to by the administrator just to simply get off the phone this is totally totally unacceptable. I have since cancel the reservation got approved for my refund aside from the compensation that I have never received this experience has been simply put traumatizing.

  

  Business Response

  Date: 08/10/2022

  Hi *****,

   

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

  
  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 dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

  Please note that aside from processing the full refund, our team has processed 20% compensation via SnapTravel credits which you can use on your future bookings with us. With that said, we will not be able to offer other compensation. Thank you and have a wonderful day!

• Initial Complaint

  Date:08/02/2022

  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 on July 30,2022 at **** in *******, **. The *****************. We drove down to ******* that afternoon to attend a concert. When the concert ended we drove to our hotel. We arrived about midnight. When I went to check in. They had no record of my booking or our confirmation number. They informed us that they were completely sold out. We attempted to call other hotels and found the same outcome. We ended up driving home only to have to return in the am. I reached out to SnapTravel and I have got nothing but the runaround. They have no told me I dont qualify for a refund. I have personally spoke to the Palliser and they have emailed me stating they have no record of our booking whatsoever. I would like a full refund from SnapTravel

  

  Business Response

  Date: 08/10/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_6605951 at the 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.

  The refund has been issued and it usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  

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

   

  Best Regards.

  
  

• Initial Complaint

  Date:08/01/2022

  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 purchased an All Inclusive 4 Nights trip to *****************************, ***********, ****************, *******, dates were 3/21/22 - 3/25/22 for 2 people. I got a Covid PCR test done the day before travel and I was confirmed Covid Positive. On their site, its states if you are Covid effected they will accommodate to adjust or refund the trip. I provided all necessary documents and have not came to a resolution since March 21st, 2022. I am always being told someone will reach out to me and I have received 2 emails from a manager 07/02/22 and no response since. The last representative hung up on me when I explained that I needed to speak to a manager at that moment in the line stating she cannot get any one to speak to me nor transfer me. I have exhausted all efforts at finding a resolution and the money spent $950+, is at jeopardy.

  

  Business Response

  Date: 08/09/2022

  Hi *******,

   

  Thank you for reaching out with regards to your reservation B_5360147 at ***************************** - All Inclusive.

  We are so sorry to hear you had contracted Covid, we hope you are recovering well.

  While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website, especially the ***** response policy available since 2020 across the industry, 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.  Regarding ***** concerns, if a booking is non-refundable and a customer wants to cancel, we will do our best to negotiate a free cancellation and full refund on their behalf, however, all requests are subject to hotel and travel partner approval, so it is not guaranteed.

  Our *********** team is currently reaching out to the property on your behalf and requesting an exception to be made. They will follow up with you as soon as possible.

   

  Best regards.

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17653136
  
  I am rejecting this response, this is the exact message I've been receiving since march, theyre reaching out to the property. I reached out the Royal Decameron corporate line and they were willing to assist me however they needed a Royal decameron confirmation number (that only snap travel has) that attaches their confirmation to Royal decameron . The only confirmation number I have is a snaptravel confirmation number (B_5360147). Prior to this complaint I connected them both Snap travel and Decameron on the line, snap travel was still unable to assist stating they needed to follow up with our documents. Once we followed up after that call they stated they again were unable to reach the property and there's nothing they can do.
  

  I reject this response and am awaiting a solution or refund 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/21/2022

  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.

  For context, our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.

  Our order ID for this reservation is B_5360147 and the Hotel Confirmation Number (HCN) is generated by the hotel. This stay is already in the past so the hotel must have record of your reservation via folio, just with your name hey should be able to locate it. Please note that, since reservations are legal agreements between properties and their guests, the property must issue a folio when required, so they definitely do not need a reference from a 3rd party booking site, since they are the ones generating that reference.

   

  We have our support agent is reaching out to the travel partner so they assist the accommodation locating that reference but we remind you that ultimately if they do not authorize the original policy of your reservation remains. 

   

  They will follow up with you as soon as possible.

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17653136
  
  I am rejecting this response because: this response from the hotel only confirms the reservation number that Royal Decameron wasn't able to verify which they can now but does not resolve my issue. After contacting the hotel, they confirmed that the request must be made by Snap Travel to either reschedule or to make other accommodations. Upon contacting snap travel with this information they simply said that someone is already working on it and that they're working to get in contact with the hotel. Snap travel stated since March that they were working on "contacting" the hotel to work on getting accommodated with Covid restrictions and policies and still claim that they have not been able to touch base with the hotel for several months to resolve this issue. I when I call the hotel personally I reach them every time. This cycle is getting exhausting. I wish for snap travel to reach out to the hotel in a timely manor, send the ticket request that the Hotel is requesting aling with the Covid document that have been provided, with that the hotel make accommodations as it states in there polices that they can accommodate for any guest who wasn't able to make the reservation due to Covid 19 restrictions. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/14/2022

  Hi,

  Our Amendments team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible.

  Regards,

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17653136
  
  I am rejecting this response because: we are STILL at **********. The repsonse given has been the same since March is they have been trying to get in contact with hotel since MARCH 2022. They're basically telling its it takes 6 months to get in contact with the hotel and get back to me. That doesn't relative anything at all. The hotel have already stated steps that needs to be done on their end and yet they have still haven't been able to contact them . I contact  the hotel all the time when I call then on one try. Tell snap travel to contact ROYAL DECAMERON corporate number and not just the hotel number in konetogay bay because corporate is able to assist for these type of issues. Thank you again for assistances. Hopefully the next update isn't the hotel saying they are still trying to reach the hotel.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2022

  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.

  went online and reserved a suite with Candlewood Suites. I went directly to the hotel which was recommended by a friend.I remember that "free cancellation" was indicated in the reservation description. I got the following reply (sender was no-reply) with an attachment included. I just tucked it away:Snap Travel Expense Report Customer Name: ************************* Hotel Name: ******************************************** Hotel Location: *************************************************** Checkin: August 5, 2022 Checkout: August 8, 2022 Nightly Breakdown: August 5, 2022: $109.04 August 6, 2022: $109.05 August 7, 2022: $109.05 Sub-Total: $327.14 ************* $74.80 Tip: $7.00 Total Price: $408.94 On July 31, I found that I would have to cancel my reservation due to Covid, went to the receipt and found no link or info on cancellation. Opened the attachment (I have attached it here) and discovered at the bottom that cancellation must be made by July 26, TEN DAYS BEFORE THE RESERVATION WAS SCHEDULED TO BEGIN. Still no contact details of where to go to cancel. So I called Candlewood directly and cancelled with the rep who answered, asked to be emailed the cancellation receipt. Did not get the receipt and so called back. The rep tried 3 times to email me the receipt. It did not come through.I searched online for Snap Travel. https://www.snaptravel.com/They claim to be available 24 hours, but the only availability is to make a new reservation. Messaging them yields totally automated replies and only is interested in getting new reservations.I don't understand, when I first went online to ************************************ and thought I was reserving through Candlewood, why Snap Travel entered the picture. They are clearly a shady operation out to fleece the public and I hold Candlewood responsible for allowing this to happen.

  

  Business Response

  Date: 08/09/2022

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

  We would like to bring to your attention that the reservation you booked was only refundable until July 26th, 2022. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.

  
  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.