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:07/08/2022

  Type:Service or Repair 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 stay through SnapTravel. When I showed up to the hotel to check in they told me they did not have any evidence of this booking, my name or were even offiliated with SnapTravel. I then contact SnapTravel to resolve this issue and they provided me with a different confirmation number and a phone number for the hotel. The new confirmation number lead to a reservation for "*************************" at the hotel. This is not my name meaning I could not have gotten this reservation. SnapTravel filed my reservation incorrectly. The number SnapTravel gave me for the hotel originally was also the wrong phone number. Through multiple emaisl I have tried to explain that SnapTravel had made a mistake and I just want a refund of my money but they are claiming that I was a "No Call/No Show". I contact the hotel and they confirmed that I was present at the correct time but did not have evidence of my reservation. SnapTravel has also claimed to have contact the hotel but the hotel said they have no evidence of that and have never even heard of SnapTravel. This company is a scam.

  

  Business Response

  Date: 07/13/2022

  Hi ****, 
  
  Thank you for reaching out to us regarding your reservation B_6008152 at the ***********************************************. 
  
  We are terribly sorry for your experience and the mishap. We are unclear on what happened and how your HCN was attributed with another guest. We are investigating it right now. Once we know where the mishap took place (whether it was a glitch on our end or on the supplier's) then we will proceed immediately with next steps and compensation. 
  
  Thank you for your patience and understanding thus far. 
  
  Regards,

  Customer Answer

  Date: 07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to continue to solve the issue and to work towards a refund regarding the problem of Snaptravel filing the inccorect name for my reservation satisfactory as long as they continue to contact me via email. 

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

• Initial Complaint

  Date:07/07/2022

  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 is a scam rip off..I booked a room through Snaptravel I paid ***** dollars. I got to the hotel they requested ****** deposit i didn't have. So I could not check into the room..Snaptravel will not refund my ***** dollars. They are theifs I put my last hundred dollars in the bank to pay for the room. A room I can't check into because they want a deposit.. Snaptravel won't refund my money.My booking number was B_6370525 dates were july7-8 2022 booked at America's Best Value ****** ***** I was recently put on medical leave from work now I had to move from my apt of 11 years with 3 dogs I used my last ****** dollars to pay for that room. They stole my money they shouldn't be allowed to just keep my money it isn't right.

  

  Business Response

  Date: 07/13/2022

  Hi,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.

  Please note that our travel partner did include the room rate and hotel fees in their price. Snaptravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. 

  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: 07/18/2022

   
  Complaint: 17537099
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I want my money back

  

  Business Response

  Date: 07/21/2022

  Hi *****, 

   

  Thank you for patiently waiting.

   

  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:07/07/2022

  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 had booked a one night stay for ************************************ through Snaptravel on 06/21/22. The stay was for booked for 7/8/22- 7/9/22. I was supposed to Fly to ******* ** 7/4/22 but was unable to as I had been Ill with Covid. I immediately contacted Snaptravel and they said that my booking was nonrefundable unless I was able to contact the hotel directly and submit a written response stating that the Hotel would waive any cancellation fees. I proceeded to contact the ** at *********************** West, she was kind and helpful offering to waive the fees as long as snapTravel simply call the hotel to avoid any possible discrepancies. I called customer service at ********************** again and relayed the response from the General manager, Snaptravel wont even follow their own Policies! They gave me another run around stating that their system will not allow them to contact the hotel! They wouldnt even accept my covid test upon submission. This company is greedy and corrupt they have no interest in helping their customers whatsoever! We complained and contacted Snaptravel multiple times and never got any assistance, they simply read a script and ignore any issues!

  

  Business Response

  Date: 07/13/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6222538.
  
  We are truly sorry to hear that you were ill and had trouble with your reservation.
  
  Unfortunately, because the refundable window for this reservation has passed, 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: 07/14/2022

   
  Complaint: 17533779
  
  I am rejecting this response because:
  
  This was Absolutely not the case. Per Snaptravels own policy I had reached out to the accommodation multiple times to amend the situation which they had agreed to do. 1st I spoke with ****** from *********************** who has stated multiple times they would be able to issue a refund free of charge or penalties because it was still days before the check in date. He stated all that was necessary for this was to have a Snaptravel agent/support contact them and it would be no problem. I contacted Snaptravel and they refused giving me the same line over and over again. Stating their system would not allow them to contact the hotel directly. Which is also not true as just yesterday 07/13/22 I received an email from the Snaptravel help desk stating they had contacted the hotel after my check out date stating the hotel wouldnt issue a refund because I hadnt stayed and was a no-show. So not only did they lie by saying they couldnt contact the hotel, they waited until after I had my booking to do so and the hotel was no longer able to help at that point. This company has the worst customer service I have dealt with and they dont even follow their own policies. I had called Snaptravel and the accommodating hotel multiple times days before my booking. The hotel insisted Snaptravel contacted them to avoid any discrepancies, and like Ive said Snaptravel lied and refused to do so until days after the booking. This is not an honest company.   
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/19/2022

  Hi *********** ,

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

  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!
  
  

• Initial Complaint

  Date:07/06/2022

  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 at Econo Lodge/MA through Snaptravel for ****** I then needed to reschedule/reconfigure the booking dates from 7/11-7/15 (old) to 7/17-7/21 (new). In order to process this new booking, I needed to convert the specific amount required for the new booking (=******) to "credits" so that I can configure this new booking based on my modified schedule. Having successfully rebooked for the new time frame, there was a resulting credit of ***** after the new booking was complete. I then called Snaptravel to have that ***** dollars in credit refunded back to my card. They refused to do this. The system/program which prompted me to convert to credits so as to then immediately be able to rebook my motel reservation for the new dates is flawed. The fact that Snaptravel refused to refund me the accrued ***** credit is totally unacceptable.

  

  Business Response

  Date: 07/13/2022

  Hi there, 
  
  We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that was the choice you had selected.
  
  The credits have now been removed from your account and a refund in your original payment method has been issued. It will take 3-5 business days depending on your bank.
  
  We look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:07/06/2022

  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 two hotel rooms with Snap Travel at the ******************** on May 30. I was charged full price for both rooms upon booking. When I called a few days prior to arrival to confirm everything directly with the hotel, I was told that one of my rooms had been canceled the day after it was booked. I received no cancellation information, nor a refund from Snap Travel. I have reported the issue to them, and I keep getting the runaround on the phone telling me that the amendments team is working on it and they will get back to me, but no one ever does. I am set to travel in 48 hours and need to know that I have a room or need a full refund for both rooms immediately so I can make other arrangements.

  

  Business Response

  Date: 07/13/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6015773.
  
  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.
  
  Please note that our support team was able to resolve this after coordinating with our travel partners. Hope you have a wonderful stay.
  
  Thanks for your patience!
  
  Regards, 
  
  
  

• Initial Complaint

  Date:07/06/2022

  Type:Order 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.

  Ive been using Snaptravel for a long time when Im away on business usually twice per week. On 6/29 in checked in to the ********************** in *******, ***** after I booked on my phone as usual. This time when I check in the front desk said the virtual card they send the hotel was declined. They assured me that if I paid with my credit card one of the charges would fall off. The charges went through and neither fell off. No big deal I figured, Ill just call them for a refund. Ive tried calling, email and chat with no success multiple times. Its been a circus to say the least.

  

  Business Response

  Date: 07/13/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6289955.
  
  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.
  
  Please note a refund has been processed and it usually takes 3 - 5 business days to reflect on your account.

  Thanks for your patience!
  
  Regards, 
  

  
  

  Customer Answer

  Date: 07/13/2022

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