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:07/04/2022

  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 did a reservation for the *********** in the island of Santorini for July 3-5 with Snaptravel. The reservation was confirmed by the agency and I paid in advance the full account $600. Weeks before my trip to ****** and contacted the hotel to confirm my reservation in their system but I was told no reservation under my name or number was found in the system.I did contact Snaptravel and assured me that the reservation was confirmed and it was a normal situation where hotels dont download into their system the names. (I will enclose all those conversations )Two weeks before my trip I contacted the hotel and still no news about my reservation . Snaptravel told me the same explanation . Snaptravel told me to be confident that my reservation was %100 guarantee. Every day in the last week (during my vacation time) stressed out about this situation I have been chatting with snap travel (I have dozens of shots of my chats ) and emailing Snaptravel Team. On Thursday June 30 Snaptravel says that spoke with the hotel reception and got my confirmation number (*********). I contacted the hotel (enclose emails) and the hotel says that number is not found in their system. Snaptravel got me another reservation number (*****) from the hotel. I contacted the *********** and still no news of that number and my name in my system .For days during my vacation time I have been chatting and emailing . You were saying to relax that everything is %100 guarantee but I was all texting and stressed out instead of relaxing during my vacation . I spoke by phone with the hotel and told me it was a fraud . Those are harsh words for the hotel to say they are a fraud !! That they have had issues before with Snaptravel. They sent me Two emails I enclose stating what I was told by phone.Snaptravel even told me to relax on Sunday at 1 am when I was supposed to check in in hours They didnt offer me any other solution . I had to make a new reservation by myself in another hotel.

  

  Business Response

  Date: 07/11/2022

  Hi ********,
   
  Thank you for reaching out to us about your reservation B_5047816.

  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,
  

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17518482
  
  I am rejecting this response because:

  I am not requesting just the refund (thats  the minimum you have to do). I am requesting compensation for all the hassle I had to go through. You received my payment on January and you have kept it for months . You promised %100 guarantee booking and it is a lie. I was for weeks (wasting my time even stressing out while in vacation ) trying to confirm and resolve this issue. Even the same day of the reservation you were telling me to be patient. You lied to me about confirming the reservation with the hotel (you gave me two different numbers). In the end I had to get a hotel more expensive and less quality to spend my days in the same day. I was not able to enjoy the hotel I wanted for a one life time trip. So just to refund my payment it is a must ! But I claim compensation for all these troubles described. I am also make contact with my lawyer to find ways to resolve this.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/13/2022

  Hi ********,
   
  Thank you for reaching out to us again about your reservation B_5047816.
  
  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. Any compensation or further refund will be decided through this process.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

• Initial Complaint

  Date:07/03/2022

  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.

  Reservation B_5633253. Cancelled travel on May 15, 2022. Contacted snap travel prior to leaving the hotel to ask for a refund. They said they would submit the refund if I submit documentation from the hotel which I did. I called them before I checked out and they said everything was in order and I would receive my refund within 2 to 3 business days. I was to be refunded for two nights at the hotel. After several weeks I called they said that the refund has been given to their travel partner and there was nothing they could do. My credit card shows that I paid snap travel directly for this trip. If they have refunded someone else for my trip they need to resolve that themselves but pay me what they owe me. I have called them seven times, sent at least six or seven emails to be told I would be receiving a refund within 2 to 3 business days. I cannot respond to the email as it comes back rejected telling me my ticket has been closed and when I call customer service I get the same customer service representative giving me the same line that this has been escalated and I will receive a response ..which as mentioned is that I will receive a refund within 2 to 3 business days which never arrives. Theres no management to speak to there is no follow up, no complaint **** etc.

  

  Business Response

  Date: 07/11/2022

  Hi *******,

  Please note that our Amendments team is currently coordinating with our travel partners on your behalf and requesting an exception to be made. They will follow up with you as soon as possible.

  Regards,

• Initial Complaint

  Date:06/30/2022

  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.

  On June 30, 22 at 10:44am, I called the number *************** to inquiry about the reservation cost on Hampton ************* ************************************************************. The person answering the line identified himself as ******* working for reservations stay / ************* and he offered me a rate, and I asked him if he was going to be able to give me a government employee discount and for what he answered that he will be able to do it. The check in times were 7/2/22 at 3:00pm and checking out 7/4/22 at 11:00am. He told me the discounted rate for the two nights was $286.00, I asked him if that included the taxes and fees and he responded the $286.00 was the final price. I agreed on booking and provided my information. He gave me the confirmation number of B_6295476. I inquired about adding another room and he said he would have to call me back with the information in 30 minutes which he never did.At 10:59am I received an email with the confirmation code and information about the booking but the cost charged to my account was not included.I looked at my chase mobile account and I saw two new charges, one for the amount of $486.92 from reservation *HAMPTONIN and another one from SNAPTVL ************ in the amount of $380.88. The Hampton Inn was not in the amount we agreed on. I did not authorize the transaction for SNAPTVL or provided my information to anyone from that company.12:15 pm I called back again and I was able to get a hold of an agent that said the transactions were final and nothing was able to be done. I explained to her I didnt want a cancellation but I need them to change to the price we agreed on and she said nothing can be done and I could do wherever I wanted to because transactions were final. Call was ended.Upon researching I learned reservation stays is snaptravel, and I want the company to keep the charges to what was agreed on.

  

  Business Response

  Date: 07/07/2022

  Hi Carina,

   

  Thank you for reaching out to us.

   

  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 investigating the interactions with the agents involved and will reach out to you directly as soon as possible.

   

  We appreciate your patience.

  Customer Answer

  Date: 07/09/2022

   
  Complaint: 17508047
  
  I am rejecting this response because:

  The issue still not resolved. 6/30/22 was the initial complain and not other contacts have been made. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/18/2022

  Hi Carina,
  
  Thank you for reaching out to us about your reservation B_6295476  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 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 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!
  
  Tell us why here...

• Initial Complaint

  Date:06/29/2022

  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, and when I went to check in, I was told that since I lived in the county, I could not stay there and that the owner doesn't allow people in the county to remain there. While I was in the parking lot, I contacted snap travel customer service, who could not assist me and refused to give me a refund even though this was not my fault. When I asked to speak to he said none was available and that he needed to put in a request, and it would take about an hour. Well, after 3 hr of sitting in my car, I called back for the third time. After putting in several requests and numerous calls, I received a callback six hours later

  

  Business Response

  Date: 07/07/2022

  Hi Natasha,

  
  Thank you for reaching out to us about your reservation B_6279273 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 the interactions with the agents envolved and will reach out to you directly as soon as possible.
  
  We appreciate your patience.