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:07/16/2022

  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.

  Booked a hotel through snap travel with Days Inn , ******************************************************** Conformation # B_6441816 for July15-16 2022 Upon arrival, there was NO hotel at this address. After finding another hotel we were informed that hotel has not been there for years.Snap travel is obviously a scam e-commerce site and needs to be taken off the web. Now I have to freeze my bank account and change my card due to booking online. Im not certain how they are still in business scamming individuals and keeping the money but they need shut down. I would like to get my money back for the booking.

  

  Business Response

  Date: 07/21/2022

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_6441816.
  
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 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.
  
  Please note that we reached out to the property and they informed us they are existent but had decided to change the name of their property as a form of rebranding. We also tried to negotiate a free cancellation on your behalf, unfortunately, this was denied since it was tagged as a no show.
  
  
  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.
  
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  

• Initial Complaint

  Date:07/14/2022

  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 needed to change the name on the reservation because I was no longer traveling to *********. My partner was going. The hotel could not make changes to 3rd party reservations but provided a phone number for ***************** **************; it was always an answering recording. No call backs for more than 5 messages over one week. I reached a bot on the website and they escalated the issue. This triggered an email back and forth that resulted in SnapTravel not changing the name. They are impossible to reach for customer service They are slow to respond Their responses read like Bots They do not accept responsibility for their service and they do not resolve issues. I think this is fraudulent and they are holding my money hostage.

  

  Business Response

  Date: 07/20/2022

  Hi ********,
  
  
  Thank you for reaching out to us about your reservation B_6060864  at the ********************* & Casino .
  
  

  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.

  
  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: 07/21/2022

   
  Complaint: 17568159
  
  I am rejecting this response because: less than 24 hours before the reservation check in they amended their response and said that they changed the booking. This further complicated the hotel, ***************. As a veneer to their fraudulent service, they called this a miscommunication. Note that this email (attached) was sent two days after my request and to reiterate an important part- sent less than 24 hours of arrival for the stay itself. 
  

  Snap Travel is not a reliable company for safe travel, it is fraudulent. They have no customer support.  They will leave people stranded and hold money hostage.  
  

  to be clear, because the message sent to BBB by the company reads like the **********************, who I do not have complaint with. My complaint is with SnapTravel. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/02/2022

  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.
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel through snaptravel for 7-15-22 through 7-17-22 for 755 dollars, booking number B-*******. Unfortunately we tested positive for covid-19 on **** so we are unable to go.. i called the hotel and they had 0 problems changing the dates but said i had to go through snaptravel for the change. When i called snaptravel they said i could not change anything or get a refund which makes no sense as the hotel had no issues with the changes. It is illegal to keep someones money when no services have yet to be rendered. A companies policy is not law.

  

  Business Response

  Date: 07/19/2022

  Hi Matthew ,
  
  Thank you for reaching out to us about your reservation B_5430176  at the Apple Farm .
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a booking service, the standards of the hotel are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement, so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  Regards,
  Corporate

  Customer Answer

  Date: 07/19/2022

  The hotel has nothing to do with me canceling my reservation and snaptravel keeping my money. I was never at the hotel or when through the hotel when making my reservation. I only dealt with snaptravel  
  Complaint: 17561127
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2022

  Hi *******,

  
  Thank you for reaching out to us about your reservation.
  
  
  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:07/12/2022

  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.

  We scheduled an overnight stay at the Doubletree Inn at **************************** through SnapTravel. I chose this hotel specifically because of its high quality breakfast, free airport shuttle and swimming pool (our girls LOVE to swim). When we arrived at The Doubletree Inn they did not have our reservation on their books. They said, I hope you didnt book through SnapTravel! They said people kept coming to them with confirmation of Doubletree Inn reservations when SnapTravel had actually booked people at the Holiday Inn Express next-door. And that is precisely what happened with us. I immediately contacted SnapTravel and they essentially disregarded my complaint because we did have A place to stay overnight despite the fact that they had been completely deceptive about the reservation. The Holiday Inn Express had a mediocre breakfast and no swimming pool. I have sent about three more emails to SnapTravel since that day 6/25/22 with no response. The following is my confirmation and the SnapTravel guarantee. ************************************************* *************************** Saturday, June 25, 2022 Sunday, June 26, 2022 1 night (s)2 Queen ******** Comm Access Roll Shower 2 adults 2 children Free Breakfast Payment:Paid via credit card.Room cost paid in advance. At Snaptravel - to help everyone sleep better, we make the promise that if in the rare case you are unable to check in to the hotel with your Snaptravel reservation, we will provide you with a 100% full refund. That's the Snaptravel guarantee.Then we received this text the next day:We hope you enjoyed your stay at *************************************************; You can now redeem your $30 credits up to 10% off on your next booking. Credits expire in 2 weeks! Book now! https://gosnaptravel.com/VRqByvO This needs to be made right. We expect a full refund of $161.58 per their guarantee.

  

  Business Response

  Date: 07/19/2022

  Hi *******,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation.

  We apologize for the issue with the location, and appreciate your patience in agreeing to stay at the  instead. We took a look at the value of bookings at the originally booked hotel and see that they are of the same value. Since the reservation was utilized, we have gone ahead and issued  20% in credits to your account instead. Should you wish to be refunded the 20% in your payment method on file instead, please let us know and we will be more than happy to assist.

   

  Thank you!

   

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and do want the 20% refunded to my original payment source, my ***** as I have no intention on using them to book a hotel in the future. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2022

  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 am stationed in ********* as an active duty Air Force member and currently waiting for my home to be built, which will not be until at least the end of August. Because of this I sought assistance from Snaptravel to help me find an extended stay hotel that I could live until I could live in my newly built home. On June 11, 2022 I paid $4282.92 to Snaptravel to book ********************** under the assumption that it would be suitable to provide for an extended stay. I checked into the hotel on July 10, 2022 and found the hotel that Snaptravel provided me had no such accomidations to provide for an extended stay guest. Becuase of this, I checked out the following morning to find a more suitable location that I could stay long term. Snaptravel refuses to refund any of my days in *************** I cannot use effectively scamming me out of $4200+ which is an unacceptable and unfair trade.

  

  Business Response

  Date: 07/18/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_6152793  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. 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,
  Corporate

  Customer Answer

  Date: 07/18/2022

  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:07/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked into one of the hotels on this website and paid the money directly to SnapTravel. I checked into the hotel on Friday, July 8, 2022 with my 3 children. In the middle of the night, I was awakened by being bitten. I immediately noticed bed bugs. My children also had approximately 50 to 100 bites. I notified hotel management who did not seem to care and refused to come to the room to see the evidence. I asked hotel managment for a refund and was redirected to SnapTravel and was told by hotel management that they were the only ones who could refund my money. I am a travel nurse so traveling and so I depend on a clean comfortable room to stay in. I have attached the pictures as evidence of the hellish hotel room. I paid approximately $161.00 for the 3 night stay. SnapTravel has denied any assistance and when the hotel was contacted, they stated that SnapTravel still had my funds. I am begging for a resolution.

  

  Business Response

  Date: 07/18/2022

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_6377473  at the *** Hotel ******** ** I-10 .
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 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.
  

  Customer Answer

  Date: 07/21/2022

  
  Complaint: 17548019
  I am rejecting this response because this company is responsible for refunding my money due to a bed bug infestation and I was unable to stay at the hotel without serious health consequences. If a refund is not granted I will seek legal action.
  Sincerely,
  *************************

  

  Business Response

  Date: 08/01/2022

  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.

• Initial Complaint

  Date:07/11/2022

  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.

  We reserved a hotel through Snaptravel on June 06th 2022 at the Motel 8 by ******* in ****************, just to find out that the owner (very rude person) said he did not accept online reservations.We paid in advance from 6/6/2022 to 6/14/2022 for $891.99 so our credit card was charged.We called snaptravel right away only for them to tell us that they would escalate this to the most importance and someone would call us back within 15 minutes. They never called us and would called them about 5 or 6 times the next few days and they would say the same thing.I called my credit card and they did a chargedback just to return the money to snaptravel two weeks after because they said it was none refundable. They never told us that it was non refundable the many many times we called, when we called back right after that happened we just wanted help in getting a different hotel but wouldn't give a change because they would never call back.We are still trying to get our money back and I called snaptravel today and they said because there was a chargedback they cannot do anything (eventhough my financial institution already gave them the money back again). They provided the terms and conditions where it says that it is non refundable, but we tried right away to get a hold of them. How can they have a hotel listed in their website that does not accept online reservations. Why do we have to pay for it, that is ripping people off getting paid for a service that they know you will not received. Please help.The reservation number is B_6077513 in the name of my ********************* *************************************

  

  Business Response

  Date: 07/18/2022

  Hi ********,

   

  Thank you for reaching out with regards to your reservation B_6077513.

  We apologize for any inconvenience. We have received documents from your bank card that you are disputing the purchase. The bank has actually taken the funds out of our account and is holding them until the case is closed. ********, when this happens, we are obliged to provide documentation directly to the bank in regards to all details of this booking.

  You would need to address any concerns about this purchase directly with the bank since a chargeback and a prearbitration has been initiated.

   

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

  Customer Answer

  Date: 08/12/2022

  My bank (credit card company) released the funds back to them because they showed the terms which stated that the purchase is non refundable. The thing is that they are plain stealing peoples money hiding behind said policy because they are listing hotels that do not accept online reservations and then giving people the run around About doing something about it. They NEVER mentioned anything to me about being non refundable the many times l called them so they could help me out with this. I feel l need to raise my voice so they dont steal from people that are working hard to go on a little vacation and then they are out (in our case, $891) that is ALOT of money for me just to give it away to them. And yes l really want my money back because l paid with a credit card and now besides not being able to use the money for what it was for l have to pay interest on it.

  

  Business Response

  Date: 08/15/2022

  Hi 

  We are sincerely sorry to hear that you had trouble with your reservation.As mentioned before, chargebacks are mediated by the financial institution and updates will provided exclusively by your bank.

  We have a dedicated Chargeback team that will be gathering all required documentation and submitting it to the card processor for mediation.
  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17547843
  
  I am rejecting this response because:

   my credit card already granted them payment after the charge back

  So they are just trying to make time l dont even know what for.  My credit card company already told me

   they did this and there is nothing else they can so because of the

   document that the payment is non refundable. But they are hiding behind this policy

   and stealing peoples money. They have no intention on fixing this.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/10/2022

  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 was attempting to book a hotel room with holiday inn and I was directed to a site that said reservations.com. I thought it was holiday inn. I gave them my payment and was never told it was not cancellable. With COVID I would never book without reassurance that it could be canceled. I later got confirmation email and realized my mistake. When I called to cancel they refused to cancel and refund my money. I feel I was deceived. I had to ask what the name of the company was and I was told snap travel. I want them to refund my money, I am worried they will access my account without my permission, I have a terrible feeling the organization is not legit. Please help.

  

  Business Response

  Date: 07/18/2022

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_6398104  at the ****************************************.
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.

  We can assure you that we are a legitimate company. We've been featured in the *********************************************, Conde Nast Traveler, and dozens of other press outlets.
  
  Our hotel rooms are sourced from different partners including Expedia, Booking, and Hotels.com 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, unfortunately, incidents that might occur in the travel industry, that as a third-party we cannot control.
  
  For more information about Snaptravel, please visit our website! http://www.snaptravel.com
  
  

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

• Initial Complaint

  Date:07/09/2022

  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.

  Hello,On may 28 I called to place a reservation for hotel stay at *********** ****** ****** for July *****. I was given confirmation number of B_6001673. The agent I spoke with I provided all the information and the spelling of my name as well as the email to send it to. When I called to advise I never received a email confirmation, I was gave them the name of the reservation as well as the email and was told that its not the correct name. I also provided the card information that was used to pay the reservation and was told That they could not assist me. The hotel is fully booked and no rooms are available and if I cancel I will end up paying more for the room. I reached out to the company and asked for contact from a supervisor to me made. I received a response that they said that they would pull the call and would get back to us. I have not heard anything back as well as no update to the booking as been made. This has been over a week and we need a resolve to the booking. I dont understand if we provide the name, the emails as well as the spell how the reservation ends ** in a different name. I am needing for them correct the of my spelling on this reservation. The name that should be in the reservation is fifne osne and ******************************* *********. The email provided is ******************************

  

  Business Response

  Date: 07/14/2022

  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 Amendments team is currently working on your case and they will follow up with you as soon as possible.

  Regards,

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17544828
  
  I am rejecting this response because:
  No one has called, nor responded to any messages we have sent. If they were working this a notification to you and the complainants should have been made and that has not happened. 

  Sincerely
  
  Fifine Osne

  

  Business Response

  Date: 07/21/2022

  Hi ****************************************** team is currently reaching out to the property on your behalf to further investigate the concern. They will follow up with you as soon as possible.

  Thank you for your patience and understanding all throughout.

• Initial Complaint

  Date:07/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son mistakenly booked a room at Holiday Inn **********, ** instead of Huntsville, **. The link provided to fix this did not work, and when the phone number was called, he was told they were "closed." Holiday Inn in ********** stated that they would cancel the other room and book the appropriate room. They were unable to reach Reservation Stays (aka Snap Travel) either. I realize the reservation was non-refundable, but Holiday Inn was willing to rectify the situation as a good faith measure. I tried contacting Reservation Stays via email and was told:"Hi there,Sorry to hear that you booked the wrong hotel. However, as I've reviewed the policy on this booking, and as it's non-refundable and non-amendable, which means we cannot change or modify anything on the booking and cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Apologies for the inconvenience.Thank you ****??Reservation Stays"So now I've been charged twice. I had a similar situation happen with Expedia (non-refundable room), and they were nice enough to refund the money. Poor business practice by this third party entity.

  

  Business Response

  Date: 07/14/2022

  Hi ,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,
  

  Customer Answer

  Date: 07/16/2022

   
  Complaint: 17544609
  
  I am rejecting this response because: they are awaiting my Reservation number: Confirmation Number: B_6335877 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/20/2022

  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.

   

  Thank you!