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:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used snaptravel to book a hotel room, they canceled it due to false advertising and claimed they refunded. Never received refund they said to contact my bank who said to contact snaptravel because no refund was issued.

  

  Business Response

  Date: 07/27/2022

  Hi ******,

   

  Thank you for reaching out about your reservation B_6234904 at the *******************************************.

   

  Please note that the refund had been issued on 07/02/2022. It usually takes 3-5 business days to be processed and processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  
  Please see enclosed your refund receipt including the *** reference so it can be tracked by your bank.

   

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

   

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through Snaptravel for the same night (7/21) but it was booked for a wrong date (7/26). I chose non refundable option because when I booked it, I was only one hour away from the hotel. The hotel told me that they couldnt modify the date as I booked through Snaptravel. I immediately contacted Snaptravel and I was told they could not modify or cancel it. I believe it is not fair to be charged for a service that I will not use. I am disappointed that Snaptravel refused to help. Please refund the money.

  

  Business Response

  Date: 07/27/2022

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_6506942 at the *********************************************.
  
  
  We are truly sorry that you had trouble with your reservation, nonetheless 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.
  
  In this case, nonetheless, even though you had booked a non-refundable, you're able to get an exception accepted by the accommodation, therefore the payment was voided. 

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

  
  

  Customer Answer

  Date: 07/28/2022

  Better Business Bureau:
  
  I got the business phone number on BBB website which made a huge difference. Then I was able to be in the hotel at the night to get an approval to cancel.

  The number listed by the company online automatically hang up on incoming calls.

  I appreciate BBB has a real working phone number.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/21/2022

  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 hotel room through Snaptravel.com at the *************** located ********************************************************** for Friday July 15th, 2022. My family and I were checking out the following day which was Saturday July 16th, 2022. When we arrived at the hotel, the room was so dirty that it was uncomfortable. The furniture was extremely worn and the rug was too disgusting to walk on with bare feet. Additionally, the sofa bed had something that looked like urine stains on it. We checked out of the hotel immediately after seeing the room and contacted Snaptravel to get a refund of our money. I told the representative the condition of the room and I was told that I could not get a refund even though we couldn't stay.

  

  Business Response

  Date: 07/27/2022

  Hi ********,
  
  
  Thank you for reaching out to us about your reservation B_6334507 at the ***************************************.
  
  
  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, and 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, please 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

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was reviewing prices for a proposed last-minute getaway (note I said reviewing, NOT purchasing) when I received two e-mails with the confirmation number B_6311750 for the dates I was looking at. I never confirmed the dates at all! I immediately filed a complaint & the first agent didn't even get the dates right for when the booking was supposedly "confirmed". Both e-mail (which is just ******** Messenger) and calling their number led to scripted, circled conversation with no explanation of their cancelation policy or resolution. Do NOT use SnapTravel; don't even visit their site or risk being charged just to look at their prices.

  

  Business Response

  Date: 07/27/2022

  Hi ****,

   

  We are sincerely sorry to hear that you had trouble with your reservation B_6311750.

   

  Please, note that 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. Furthermore, the reservation is only booked if at the check-out page the customer inputs the billing information and confirms the sale.

  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.

  
  From now on, any resolution or updates must continue through your financial institution.
  
  
  We apologize for the inconvenience.

• Initial Complaint

  Date:07/19/2022

  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 hotel room through their website. I requested a triple room which by their definition was 2 ***s or a *** and a sofa ***. I was booked into a one queen *** room. This is clearly not a triple room. I am traveling with my son and grandson and one queen *** is not acceptable. I requested a different room and was denied. Since they could not give me the room I requested I asked for a refund. I was denied. I am aware this was a non refundable reservation but since I was not given the room I paid for and they could not accommodate me I feel a refund should be given. It was their error in booking. My confirmation clearly states triple room and one queen *** is NOT a triple room

  

  Business Response

  Date: 07/27/2022

  Hi Val,

  Thank you for reaching out to us about your reservation B_6297493 at the ******************************.

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

  
  Our Corporate team is reviewing your case and will reach out to you directly as soon as possible.

   

  We appreciate your patience.

• Initial Complaint

  Date:07/19/2022

  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 July 16, 2022, I booked a hotel room at the ********* in *********** in ****** for 3 nights through snaptravel.com. The link named the room as only a Classic Room with a double *** and a picture of a double ***. Other offers on the page advertised rooms at that hotel for a queen *** with no windows, but I specifically did not choose those and chose this one. In the email confirmation, the room type states Classic Room. When we arrived at the hotel, the room that corresponded to this purchase was actually booked through Expedia by Snaptravel and stated Small Double Room - No windows. The hotel then gave us as this room a room with a 140 cm *** and no windows. We could not upgrade to an actual standard room with a double *** until the next day and could barely sleep the first night. We would like a reimbursement for the room upgrade on the second two nights to what was advertised: a double ***. We would like Snaptravel to correct the the image and description on a Classic room and double *** to a 140 cm *** with no windows so others are not put in an uncomfortable and incorrect situation. We would like Expedia to know that Snaptravel is selling their links incorrectly. We would like the first night of discomfort in this incorrect room considered. The hotel gave us a discount on the room upgrade that totaled 800 SEK (******* crowns) on July 17, 2022. That is the amount we would like returned by Snaptravel. On Sunday July 17, 2022, I wrote to Snaptravel on the only way of communication available to customers which is by chat and have screen grabs of that conversation. They would not give me a link to file a complaint but rather said the hotel was at fault. The hotel said Snaptravel was at fault. Thank you for your consideration.

  

  Business Response

  Date: 07/23/2022

  *********************,
  
  
  Thank you for reaching out to us about your reservation B_6450779  at the ***********************text="true" style="box-sizing: border-box;">
  We are truly sorry to hear that you had trouble with your reservation.
  
  Upon reviewing, the room you booked was a classic room, which in the hotel website is equivalent to the Smart room inner, which is a room with one bed and no windows.

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

  Customer Answer

  Date: 07/24/2022

   
  Complaint: 17590603
  
  I am rejecting this response because: the description on Snaptravel.com was for a double bed and that was not provided. It was a 140 cm bed.  Please, refund our money for the upgrade to the double bed on the second two nights and more if you consider that we did not receive what we paid for on the first night as well.  It is false advertising.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/02/2022

  *********************,
  
  Thank you for reaching out to us about your reservation B_6450779  at the *******************text="true" style="box-sizing: border-box;">
  We are truly sorry to hear that you had trouble with your reservation.
  
  Upon reviewing, the room you booked was a classic room, which in the hotel website is equivalent to the Smart room inner, which is a room with one bed and no windows.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17590603
  
  I am rejecting this response because: this response does not address that wrote the words double *** under the Classic room heading with an icon for a double *** and nothing about not having windows. In addition, they had advertised options of a queen *** with. Ow windows that I did not choose next to this option. It is an error from Snaptravel in their description and option presentation.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2022

  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 paid Snaptravel $723.04 for a plane ticket on December 23, 2021. At the end of June 2022, I was having some trouble pulling up my reservation, and found out that this was because it had been canceled. I did not cancel it, nor did I ask anyone else to, and the call to cancel came from a phone number that did not belong to me or anyone I know.I asked Snaptravel for a refund/rebooking/credit with the airline, and they keep insisting that they can do nothing because the airline keeps telling them I canceled my own reservation. I have sent them my phone records as proof this did not happen, but they keep telling me there is nothing they can do. I have tried to resolve this directly with the airline, but they keep telling me that since Snaptravel handled the booking I need to work with them.

  

  Business Response

  Date: 07/23/2022

  *************,

  Thank you for reaching out to us about your booking.

  The airlines are insisting that the passenger called them to cancel the flights on May 12th, at 12:20pm. The passenger requested for a leg of the trip to be removed from the itinerary, and as a result the entire reservation was cancelled. This was a basic economy ticket, so no credit or refund were allowed. The airlines would not release the recording of this call to us, but they may release it to the you.
  
  Our team had tried to contact you several times already to fix the concern.

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17587682
  
  I am rejecting this response because: 

   

  Oh my god, this is comedy. The airline providing a particular time and date of the call was useful, as I told you repeatedly I have a record of outgoing calls from my cell phone provider and I did not contact AA on this day.  I offered to send this directly to one of your representatives, but I guess if saying "well the airline says this, nothing we can do" allows you to keep my money you're not going to argue very hard.

  The airline did not provide me with a recording of the call, but they were able to tell me what number the call came from, and the area code is from a state where I have never lived or even visited.  Again, I told this to one of your representatives, and got a "well, the airline keeps telling us this and there's nothing I can do."

  I tried speaking directly to the airline but was having trouble contacting the correct person - I asked one of your representatives who the staff member(s) are who are insisting I made this call, as there's a small chance this was an honest misunderstanding that I could clear up by providing my phone records, etc.  I sent that email three days ago, to no response.

  You're probably going to get to keep my money, I guess, but no one should EVER use you for flights or hotels or anything, really - looking at your social media presence, which seems to be mostly apologizing to people you've scammed, I'm not alone.

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

  

  Business Response

  Date: 08/02/2022

  Hi there,

  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.

  Regards,

• Initial Complaint

  Date:07/18/2022

  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 on Snaptravel website on 6/20/22, as I found the Brand I wanted to stay in HYATT, I noticed as a clock running down the time stating hurry or you may lose this deal! I was pressured into booking and booked it no where during the booking process did it state non refundable otherwise I would not have committed. I received the invoice and noticed it was the right hotel brand but at wrong location, I also notice on invoice after completing the booking it stated non refundable. I immediately reached out to them on through chat to change location not the hotel brand. They refused and stated if I wanted a refund I would have to pay them additional money but no guarantee of getting a refund. I was at a lose at this point as there sending autobot replies stating sorry non refundable. I wanted to just change location. With no avail I had to rebook at another Hyatt right location.booked 6/20/2022- booking B5804729.I also called the Hyatt at bulkhead ******* to try to change location or refund they stated it was booked through third party could not help me. I filed a dispute with my credit card company and since they provided a altered document of actual booking. My nab DECU believed them a reverse the charges. I just sent my bank DECU a copy of same invoice to show, it did not state non refundable on it. now they have my money will not refund or issue a credit!!!

  

  Business Response

  Date: 07/22/2022

  Hi Reneevee ,
  
  Thank you for reaching out to us about your reservation B_5804729 at the *******************************.

  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. in Addition, we appreciate your patience so far and the time spent explaining your concerns with this reservation.
  
  This being said, it is true that we do not have the possibility to amend reservations, since we are a 3rd party booking service, and hence why the agent advice you to cancel and re-book. 
  
  We understand that are other platforms that can process such modifications, but currently, that is not our case, since we work in partnership with travel suppliers. 
  
  We hope that we're able to clarify that for you.
  
  
  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:07/18/2022

  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.

  On July 6th 2022 I paid Snaptravel $92.22 from my debit card for a one night reservation at Hyatt House in *********, **, on July 9th. My booking confirmation was B_6357752.The day of I received a text from Snaptravel saying I was all set at the hotel, but when I showed up at the reservation time and gave my name there was no record of any reservation or payment. I showed my confirmation page and the concierge found the room Snaptravel claimed to reserve was booked to a customer who had been staying multiple days. The concierge honored the price of my reservation and used my debit card to check me into a room. They never received money from Snaptravel so I have now been charged twice for my stay.

  

  Business Response

  Date: 07/22/2022

  Hi *********** ,
  
  
  Thank you for reaching out to us about your reservation B_6357752  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 had happened and will follow up with you as soon as possible.
  
  
  Thanks for your patience!
  
  
  Regards,
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17583167
  
  I am rejecting this response because:They have taken no action.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/01/2022

  Hi ***********,

   

  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.
  
  

  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.

  
  Thank you for your patience.

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17583167
  
  I am rejecting this response because:The company has yet to take any action to reimburse.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/16/2022

  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.

  6/17/2022 I spoke with a lady at ReservationStays *************) and booked a room at the Doubletree Hilton *******, ** for 4 nights (6/20-24, 2022). I was told the room would be $169/night with no additional fees, she went over they hotel amenities. After I booked the room I was given the confirmation number of B_6179398. I wrote down the notes as she was telling me. (Ex 1) I then received an email confirming my booking that stated there would be no additional charges for anything other than what the hotel might charge and that would come directly through the hotel, but this email did NOT show a total or pricing to indicate what I would be charged. (Ex 2)6/18/2022, I recd an email just like on 6/17/2022 also confirming my booking and again still no pricing. We then looked on our ****** statement and $876.91 was charged to our card. I thought maybe that would change after we checked out of the Doubletree, but it did not.6/23/2022, we checked out and I emailed the ReservationStays support email ****************************** asking why we were charged more than $169 per night and asking why we never received a receipt for the cost of the hotel? I got a reply that my booking was confirmed for $876.91 and they can no longer adjust the rate once booking was confirmed. (Ex 3)They didnt even reply to what I was asking. I want to be charged only what I was told the room would be per night and that was $169.00 which at 4 nights would total $676.00.I replied to this response stating I was incorrectly charged and that I was told the rate would be $169 per night and that I should be refunded $200, please see (Ex 4a). I recd the same response, but this time they sent an attachment showing details of the booking, but there was still NO pricing. (Ex 4b)6/23/2022, I filed a dispute with *********** for $200.91. Once ** reached out to ReservationStays aka Snaptravel, only then did they provide an invoice and other documents that show it is Snaptravel. (Ex 5)

  

  Business Response

  Date: 07/21/2022

  Hi ********,

   

  Thank you for reaching out with regards to your booking B_6179398.
  

  Please note that the rates you were given over the phone might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable. Please note that the representative did mention that the rate of $168.57 is the base room rate without the taxes applied yet. We see that the total taxes for this booking is $168.62 and you provided a tip of $34 which totals to $876.91.

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

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17577077
  
  I am rejecting this response because the reservation person I spoke to when I called to get rates and book the room did NOT say anything about additional fees based on room type. In fact she told me for $169 per night that room would have 2 queen **** and she went over amenities at that time. She never said there would be additional fees and she certainly did not say there would be a tip and I certainly did NOT offer a tip. Further, because I never received an invoice listing the taxes, fees and tip, an additional $200, within the 24 hour cancellation period I was not able to question those fraudulent charges. Even when I emailed a couple of times asking for a receipt I was never provided with one. Once I filed a dispute with my bank, only then did Snaptravel, also doing business as ReservationStays.com, provide an invoice to the bank. The only reason my bank declined the dispute was because I didnt have any invoices to compare with what I was told and what I was charged. Again had I received an invoice or receipt right after I did the transaction I would have seen the additional fees taxes and tip and I would have cancelled my reservation. But Im sure that is by design that they do not send you an invoice within a 24 hour period because people would cancel. These are fraudulent practices. Who in their right mind would tip a reservation rep. *** the taxes for *******, ** are 6.5%, so what are the fees exactly?and what is the tax exactly? Even though the sales rep said it was 169 total per night and there will be NO additional charges, other than what the hotel may charge on their own, for parking, etc I want to be refunded for the charges that I did NOT agree to, not was I given the opportunity to questioned or challenged said charges which total $200.91.

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

  

  Business Response

  Date: 08/03/2022

  Hi ********,
  
  Thank you for reaching out with regards to your booking B_6179398.
  
  As informed earlier, 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 hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17577077
  
  I am rejecting this response because:

  My bank closed the dispute I never got any money back they said I had to go through the company that charged my credit card. So I am confused as to what is happening now. Are you going to credit me $200.91? That is what the acceptable resolution would be. Please advise.

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

  

  Business Response

  Date: 08/26/2022

  Hi ********, 

  Thanks for reaching out. Unfortunately, since the chargeback has been initiated we cannot do anything from our end. Our chargeback team has coordinated with the bank and provided all necessary documents and the decision on the outcome of the chargeback is resting on the banks investigation and decision.

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

  Best,

  Corporate

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17577077
  
  I am rejecting this response because:
  What do you mean by chargeback? If you are saying the bank ************ credit services) is providing the refund of the $200.91, they are not! There is a letter from *********** in the complaint package I submitted to BBB, thus you should have it. And you can see they declined my dispute and stated in the letter to contact the merchant. No where in the letter does it say they, ******* Onr started a charge back.
  I went to ******* One first to dispute the unauthorised additional charges of tip, fees,  etc as one is supposed to do in situations like this. ******* One stated they cannot do anything and I have to go through the merchant, which would be you Snaptravel aka reservationstays.com. I tried to go through the merchant reservationstays.com to get an itemized bill and was never provided one, not until I disputed the charge with ***********, then snaptravel provided an itemized bill to ***********. When I saw the unauthorized additional charges I was upset and called *********** again, and they reiterated there is nothing they can do and that Id have to go through the merchant.

  You saying you cant refund me cant be so. The only resolution to this is for me to get my $200.91 credit back to my *********** credit card by you the merchant. Are you saying you will not credit back the unauthorized additional charges to my credit card? It seems you just want to go round and round saying the bank is doing a charge back, they bank is out of it and cannot help me. But I gather you know this and will continue to defraud the merchants. Shame on you!!!
  

  Your business fraudulently charged additional and unauthorized charges without letting me know within the 24 hour period after original booking. Had I seen a bill showing said additional and unauthorized charges I would have surely cancelled the reservation. It seems that is the plan of your company is to charge unauthorized additional fees and not let the consumer see that until after the cancellation period of 24 hours had passed. This way it makes it very difficult for the consumer to recover those unauthorized additional tip and fees. Who in their right mind would tip a reservation person over the phone for booking a hotel room???? Nobody does that!

  Sincerely,
  
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