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:07/31/2022

  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.

  On Saturday July 23 2022, I booked a hotel with Snaptravel to stay one night at Motel6 in *********, **. When I came to the hotel to check in, a male staff told me that they ran out of room. I told him, I had reserved the room in the morning and paid for it $81.32. All he kept saying is 'Sorry we ran out of room'. He then showed me that the hotel had not charge the amount. He assured me that the amount is never charge. We called Snaptravel and asked 'WHY?'. A Snaptravel staff apologized to me repeatedly and said that he will trying to find me a different hotel. He never call back. I was so angry and tired late into the night. I googled so hard to find a different hotel to stay. Luckily I found another hotel 20 minutes away at ********, **. It was Hilton Garden, and the charge is very high compare to Motel6, it was $213.32.So I drove to ************************* believing that they will not charge $81.32. When I came back home to **********, I checked my bank account two days ago and found they charged $81.32 ???I called both Snaptravel and Motel6. The Snaptravel said that they will investigate the issue and get back to me. They did not!The Motel6 female staff went out her way to help me by talking to her manager. She got back to me and let me know that the male staff on that night had logged my check out time in that night around 4:00AM in the morning!! I was shocked! I never stay there on that night because there was no more room, how can I checked out at 4AM. Besides, I already booked and slept at different hotel. I am filing this complain that the Motel6 and Snaptravel should be responsible to pay me back my money, and the money I paid at the different hotel Hilton Garden. Their business practices are unprofessional, fraud, and cheating. I hope the Better Business Bureau can help me to claim back my lost.Sincere,***************** ************* ************************

  

  Business Response

  Date: 08/05/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6530865.
  
  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 had happened and will follow up with you as soon as possible.
  
  Thanks for your patience!
  
  Regards, 
  

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business committed to providing me with a 2 bed room , they took my money and guaranteed it. Now they want to say oh sorry its not available and they think that a refund is a sufficient form of resolution. Im still on the road with nowhere to stay

  

  Business Response

  Date: 08/05/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6608510.
  
  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.
  
  Thanks for your patience!
  
  Regards, 
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17647920
  
  I am rejecting this response because:
  Dont apologize generically, Im still waiting for a call from a manager like I was promised , almost 2 weeks ago. Its unprofessional and unacceptable, super quick to take my money upon booking but not so quick to follow up with customers. Thats unacceptable yall should be ashamed at the level of customer service you offer. I can get better service from a fast food joint only spending $1. Keep your excuses for someone else. Unacceptable response from your end.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/15/2022

  Hi *******,
  
  Please note that the supervisor did callback, but it went straight to voicemail. Furthermore, 2 emails were sent to the email on file, which is not the same provided here and it seems that are bouncing. We kindly ask to see attachment

   

   

   

• Initial Complaint

  Date:07/30/2022

  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 room in MT ****** said it through check out received a confirmation for Carthage? Contacted an agent and was advised nothing they can do even though we booked for a whole other town Quality Inn And Suites Confirmation #: B_6603148 2 Queen ***** ********** Fri, Jul. 29th - Sat, Jul. 30th View Receipt (https://mysnaptravel.com/NmvxzX4)Save 10% (https://mysnaptravel.com/L8gKEXg)Take a look at your past and present bookings:https://www.snaptravel.com/users/RecIQpT3kucBqRhH681H-Q/bookings Refer a friend and earn rewards:(https://www.snaptravel.com/users/RecIQpT3kucBqRhH681H-Q/credits)

  

  Business Response

  Date: 08/05/2022

  Hi there,

  Thank you for reaching out to us regarding your reservation B_6603148.

  We are sorry that you didn't feel supported in your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. It is noted that we processed a full refund back to your account on July 30 and it usually takes 3-5 business days to process.

  Regards,

• Initial Complaint

  Date:07/28/2022

  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 reserved a room for 7/29 - 7/31 at the ******************************* through Snap Travel. I paid $150.50 for two nights. The hotel was chosen because it is a brand that i know and trust. Later that evening I went to the Wyndham website to check the amenities of our specific room and could not find a property located at that address. SO I contacted the hotel directly with the number snap travel provided.The hotel staff explained that hotel had NOT been a Baymont property for a very long time. It was now a "clarion" property. A lesser hotel chain and not at all what I purchased. I contacted Snap Travel immediately and was told it was a non-cancellable reservation. Yet not the hotel I purchased. They promised to attempt to resolve this with the hotel for resolution but instead called me in the middle of the night to say, no, there was no refund available since the two properties were similar and sometimes a "name change takes a little while to get updated". A little research this morning shows this exact hotel being marketed as a Clarion property on other room broker sites. This is deceptive and fraudulent and classic "bait and switch" . If they cannot provide what I purchased I should be entitled to a full refund. If they took care of it now, they could recoup the room if it were marketed under the correct name. Anything less than a FULL refund will be considered unacceptable.

  

  Business Response

  Date: 08/04/2022

  Hi *****
  
  Thank you for reaching out to us about your reservation B_6570524.
  
  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.
  
  Our *********** team is currently working on this with our travel partner to investigate what had happened and will follow up with you as soon as possible.
  
  Thanks for your patience!
  
  Regards, 
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17637463
  
  I am rejecting this response because: While I appreciate you looking into this matter, the BBB is asking if this situation is resolved. Clearly it is not, but I feel confident once you've reviewed the documents you'll provide a full refund. I do realize you are a third party however it's imperative that you represent what you are actually selling. You cannot market one hotel and supply another, lesser hotel. It doesn't work like that, as that would be considered bait and switch. But I do thank you for your prompt attention.

  ***********************************

  

  Business Response

  Date: 08/15/2022

  Please note that a refund was processed on Aug 12th 2022.

   

  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.
  
  
  See enclosed your refund receipt.
  
  
  

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

   

• Initial Complaint

  Date:07/28/2022

  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 at the Baymont Inn and suites in ******** ** for July 28 2022- August 2 2022. They gave me a rate of 278$ but then proceeded to charge my card $320. When I checked my account only the charge for $278 showed up so I called my bank and they told me to contact snaptravel because they charged me 320$ but they are supposed to refund me the difference. When I contacted snaptravel they told me I needed to contact the Baymont that it could be a charge from them. I contacted Baymont and they informed me that they didn't even have access to my account so it was not they're charge. I called snaptravel again and they informed me that there records only showed a charge of $278. So there was nothing they could do to help me and they refused to refund my money. My confirmation number is B_6581207

  

  Business Response

  Date: 08/05/2022

  Hi *****,

  Thank you for reaching out to us regarding your reservation B_6581207.

  Please note that we can confirm that we had charged you USD $278.46 and we are not aware of a charge for USD $320. Can you kindly share a screenshot of the charge that states that it was us. This will most definitely help us investigate it.

  Regards,

• Initial Complaint

  Date:07/25/2022

  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.

  July 23, 2022 My family and i (my husband, 2yr old daughter and 1 dog) went on vacation and had to stop for one night before we arrived at our destination. We stopped in *********, ** and booked a room through snap travel at the ******************* for $83. We booked into the hotel and me and my 2 yr old daughter went to the room while my husband got the bags out. Before my husband could get the 1st bag out of the truck. I walked and said the floor is covered in water from the ac unit and the unit is not working. My husband and i go to front desk And they couldn't give us another room because there wasn't any, they were booked. I call snap travel for refund. They say no refund on cancelation. I said, I'm not canceling. I checked into the hotel. My room has no ac, the floor covered in waterI can't get a room with this hotel, I have a 2 yr old and it is 100 degrees outside. They Said the hotel has to call them and that snap travel cant call because its out of there "scope".I went back to front desk, they Said, no we can't call them they have to call us they are the 3rd party who has booked the rm for you so we need a cancelation transaction. I call snap travel back and I get a different person. I tell them everything agian. This time they tell me the motel has to write and send them a letter. Which I know is also incorrect. I continue to argue with the lady about needing my $ to book another rm I have to get my yr old daughter out of this heat. She ended up hanging up on me. I called agian, sat on hold forever and they never answered. I want my $ back. I want the BBB to do everything they can for my situation. Confirmation # *******

  

  Business Response

  Date: 08/02/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6527603.
  
  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,

  Customer Answer

  Date: 08/03/2022

  This is the script they read the 2nd time I called. Yet the 1st time they said nothing about a letter And still did not provide a address or email address to send this letter to. Also who exactly has to send the letter? Because they stated the hotel they're self had to send that letter. This email says there's was to provide me with A letter.
  As I stated before To them 2 times and on my initial complaint. I understand the snap travel is nit is not responsible for These standards of the hotel but You cannot allow a person It's a child or not to stay in a hotel room with no air conditioning and water all over the floor that has leaked from the air conditioner. The hotel Could not provide me with another room because there wasn't any.I've told them all this.
  
  I am rejecting this response
  *************************

  

  Business Response

  Date: 08/04/2022

  Hi 

  Our Amendments 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.

  Regards,

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17616183
  
  I am rejecting this response only until I hear back from them and if they are issuing my refund.*************************

  

  Business Response

  Date: 08/26/2022

  Hi ******,

   

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund.

  
  We are truly sorry that we were unable to get them to accept making an exception this time. Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

• Initial Complaint

  Date:07/25/2022

  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.

  Snaptravel had no interest in resolving our issue - they only wanted our money. We booked a hotel stay for three nights for a family event; however, 2 1/2 days before our check-in, one of the family members there tested positive for COVID. We contacted Snaptravel immediately upon learning that. Then we were faced with NO refund through Snaptravel - absolutely nothing - not even a partial for the other two days. The hotel desk was willing to cancel completely with a refund up until check-in time, but it was up to Snaptravel to initiate it - which they would not even think of. We completely lost $514.28. Snaptravel would have cancelled three days in advance, but nothing after that. They said they could cancel the booking, but not refund anything.

  

  Business Response

  Date: 08/02/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6229919.
  
  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: 08/03/2022

   
  Complaint: 17618755
  
  I am rejecting this response because:  SnapTravel rejected our request to resolve the complaint saying nothing could be done - no exceptions - unlike what they reported to you.  I reached out to the reception desk two days before check in and was told they would be more than happy to refund the money, but SnapTravel would have to send them an email requesting this since it was their credit card.  SnapTravel made no mention of exceptions and how to address the exceptions.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/04/2022

  Hi,

  Our Amendments 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.

  Regards,

  Customer Answer

  Date: 08/26/2022

  I haven't heard anything back from SnapTravel after they said the hotel will follow up as soon as possible.  So far this has not resolved the complaint - neither the hotel nor SnapTravel have responded since.

  Thanks,

  James Smith

  

  Business Response

  Date: 08/27/2022

  Hi James,

  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 COVID 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 COVID 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.

  In this case we reached out to the travel partner as well as the Hotel and they both rejected our request for a refund. In case you have been promised a refund by the Hotel, kindly check with them and provide us with a written approval and we would go ahead and re-negotiate a refund on your behalf.

  Regards,

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17618755
  
  I am rejecting this response because: Snaptravel has been obscuring their policy from the outset.  They flat told me initially (two days before check-in time) in a canned response there was nothing they could do.  When I called the hotel receptionist also two days before check-in time he said he would be happy to give a refund but he would need an e-mail from Snaptravel requesting it because theirs was the credit card of reference.  Snaptravel would not e-mail the hotel and told me it is against hotel policy.  Snaptravel will not take any responsibility but tries to appear as if they are pro-customer when they are not.  After I initiated the BBB complaint they changed their tune about flexibility with the hotel, and later said they attempted to get the hotel to consider a refund.  But this was after Snaptravel refused to do anything before check-in resulting in the rooms being supposedly vacant for the entire period.  If Snaptravel wants to step up and rectify their insincerity and making a smoke screen, they should refund me all or part of the lost money.
  
  Sincerely,
  
  James Smith

• Initial Complaint

  Date:07/23/2022

  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.

  I booked the ******* ************ at snaptravel for 5 days from July 21st to July 26th, but I tested positive for the crown virus on the 19th, for safety reasons, I do not want to infect others and I have nausea I was dizzy and had a fever. I couldn't go out for a week and I had to isolate at home, so I chose to cancel the hotel order. I contacted the customer service and they told me that I had to contact the hotel and get the hotel's consent. , I contacted the hotel and the answer they gave me was that the customer service of ******************** can only contact them to get a refund, it is not difficult for me to do something else, when I contacted snap travel again, they told me that I can't refund and no longer reply to me Now, I am shocked by this result, I hope to get my refund back, my number is B_*******.

  

  Business Response

  Date: 08/01/2022

  Hi Danying,
  
  Thank you for reaching out to us about your reservation B_6413345.
  
  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,
  

• Initial Complaint

  Date:07/23/2022

  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.

  I made the reservation with Snaptravel.com, and I quickly realized its wrong city, so I asked them to cancel the reservation within 1 hr from the time I made reservation, but I got below response:"Thank you for the information. I've reviewed the policy on this booking, and it's non-refundable and non-amendable. Unfortunately, this means that 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, and later on the confirmation page. Thank you for understanding."I tried to file the claim with Paypal, but they told me to deal with Snaptravel.reservation # is B_6522963 ************************************************ *********************************************************** Check In: Sat Jul 23, 2022 (3 PM) Check Out: Sun Jul 24, 2022 (11 AM)

  

  Business Response

  Date: 07/28/2022

  Hi ***,
  
  
  Thank you for reaching out to us about your reservation B_6522963  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 without hotel permission. 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.
  
  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

• Initial Complaint

  Date:07/23/2022

  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.

  On July 13 2022 I mad a reservation for 2 rooms at OYO Hotels in ******* **, the reservation was made through SnapTravel. The reservation cost $295.84. I have made multiple calls to both the hotel and travel agency. The hotel has not received the reservation and the check in date it today (07/23/22). When I attempt to get a super visor on the phone with SnapTravel, I am told that all supervisors and managers are in a different department, and will call me back in 2-3 hours.I have not received a call back in over a week and they are refusing to refund the money.One of the rooms was reserved under my name and the other was under my husbands name.The reservation numbers are as followed B_6435122 (under my name, *******)B_6425132 ( under my husbands name, *******)************* is my direct cell number.

  

  Business Response

  Date: 07/28/2022

  Hi *******,

   

  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.

  
  Our hotel rooms are sourced from different travel partners such as Booking, Priceline, Expedia, ect... 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, unfortunately, 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.
  
  It is noted had been resolved that same day.

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