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:04/11/2025

  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 the website company to book a hotel stay originally scheduled from 2-14-25 to 2-16-25. I had such a horrible experience when I got to the hotel that I expressed that to the manager only on site on Monday. The manager by the name of ******* agreed and offered to refund the entire stay. I had already canceled the initial stay upon checking in because it was too late to cancel the entire reservation. I have expressed this to hotel engine several times that there was no charge from the hotel so why would I be charged through the website. Hotel engine said that I would be refunded and I have called over 6 times and have yet to be refunded. I told them that I do not want travel credits. I want my full refund that the hotel promised that I would receive.

  Business Response

  Date: 04/16/2025

  Im truly sorry for the frustrating experience you hadboth at the hotel and in trying to get this resolved. We completely understand how disappointing this has been, and weve been doing everything we can to advocate on your behalf.

  We spoke directly with the hotel, and while they acknowledged your concerns during your stay, theyve remained firm in their decision not to refund both nights. We were able to secure a refund for one night, which has already been processed. For the remaining night, weve issued travel credits as a refund. Because Engine pays the hotel directly, we can only issue a refund if the hotel agrees to return the funds.

  Our support team has reached out and would still love the opportunity to speak with you directly, answer any questions, and make sure you feel supported. Please reply to our latest email or give us a call when its convenientwere here to help.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186890
  
  I am rejecting this response because: I was told by a Manager at the hotel by the name of ******* that everything would be refunded. I never even stayed a 2nd night. 
  
  Sincerely,
  
  Chanterial ******

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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 had to cancel a trip I had booked with Engine, which I had booked through my account that is a subsidiary of my employer's account. I received an email that the refund was issued as a travel credit, which I never received. I contacted Engine and was told that the credit was issued to my employer instead of me since that was how the account is set up, and I would have to have my employer resolve the issue. I reluctantly contacted my employer's travel agency to see if they could resolve the issue with Engine. They were told that the refund was issued in full to my method of purchase, which it was not. The business is telling me and my employer's representative 2 different stories and are not resolving the issue.

  Business Response

  Date: 03/11/2025

  Thank you for bringing this to our attention. We reviewed the situation and worked directly with the customer to resolve the issue. Per our refund process for non-refundable reservations, the refund was initially issued as Travel Credits to the employers account. After further review of this unique situation, we processed a refund to the customers original method of payment, which has been accepted.
  
  We appreciate the opportunity to clarify and address the concern, and we remain available to assist with any future travel needs.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23043638
  
  I am rejecting this response because:

    I have not received any form of reimbursement for this transaction, from this business, at this time. I was originally told I would receive a travel credit, which I did not receive. My company was told that my original form of payment was credited, which it was not. Then, as a resolution to this complaint, I was told I would be refunded, which has not happened.  

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

  Business Response

  Date: 03/20/2025

  After a thorough investigation, we confirmed that a technical error prevented your refund from processing, despite it being initiated. We sincerely apologize for this oversight. We have worked directly with our payment processor to resolve the issue, and your refund is now officially processing. You should see a tracking number from your financial institution within three business days, and the refund will be fully granted within 35 business days. This was a rare error, but we should have double-checked that the refund went through. Please know that we are monitoring it closely to ensure everything is completed correctly. We appreciate your patience and sincerely regret any inconvenience this has caused.

  Customer Answer

  Date: 03/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. I however am not happy with the overall experience and would highly advise against using this company.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/10/2024

  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 made a reservation for the dates of Aug 7-9 for ****** Not five minutes later I realize that the date to check in was wrong even though i had set it to the right date. I called right away anad to start had to beg these people to just simply let me cancel and refund it to my card or simply change the date. **** blamed Hampton Inn policy to not cancel when that is a flat out life. Instead of refunding it to me, they gave me travel credit when i flat out didnt ask for that. But they did that to make sure i didnt go straight to *********** to reserve a room. IThere was a hurricane coming so i couldnt affordd to argue i checke din the hotel and went upstairs to only find they gave me another womans room i almost got shot. THe hotel apologized and i left 5 hours later. I have been arguing with Hotel Engine for 2 months they kept blaming Hampton Inn finally they said i was getting a refund and woudl you know it this sneaky no good greedy company refunded me that travel credit I am so livid and Im tired of arguing with these poeple they should be shut down.

  Business Response

  Date: 10/24/2024

  Thank you for reaching out. We've investigated your complaint and found that our Member Support team was able to offer an immediate refund in Travel Credits when cancelling your non-refundable reservation. This was our resolution because of our policy, the fact that a refund to your card takes 3-5 business days, and your dates of stay were within 48 hours. We're sorry that it wasnt what you had hoped for.

  Our team has since reached out and confirmed a full refund to your credit card for your reservations as requested.

  We appreciate you giving us the opportunity to make this situation right and look forward to powering your future travel needs.

• Initial Complaint

  Date:08/29/2024

  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.

  1) I reserved a room that in hotel engine stated 2 king beds which picture is attached. Upon check in and me entering the room there was 1 queen bed. When I called the front desk I let him know we were supposed to have 2 king bed. He responded with we have never had 2 kings in one room. They couldnt accommodate us in the hotel for 2 queens. Hotel engine has the wrong description. 2)Upon being in that room for about an hr my daughter broke out in a rash on her back. It was very red and itchy. Well come to find out the air conditioner was leaking and the floor was wet. Smelled like mold in the entire room (pic attached) my daughter is very allergic to mold. She started coughing pretty bad as well. I called the front desk and it was stated that they had no rooms available. We had to leave the hotel my daughter was having an allergic reaction and couldnt stay. 3)They had used coffee grounds in the room and it sitting there for the next person. I am very disappointed that no one can email me back on the updates. Last I heard was on 8/6

  Business Response

  Date: 09/05/2024

  Hi *******, 
  
  Thank you for bringing this matter to our attention. We apologize for the technical error that caused a delay in resolving this matter on our end. We have issued a full refund, plus additional compensation due to the delay. We are also following up with the hotel regarding the cleanliness of the room. Again, thank you for bringing this issue to our attention!
  

  Customer Answer

  Date: 09/05/2024

   
  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:08/19/2024

  Type:Customer Service 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 booked a reservation via hotel engine for August 6th to 8th with our employees using some travel credits. One of our employees got sick during our stay, so we asked for some assistance from them. They refunded the travel credits, which led us to have around $430 in travel credits in our account. A few hours later, they deactivated our account. We reached out to them multiple times via emails and calls, but no one is helping us. We either want our account back or get the travel credits to our bank account.

  Business Response

  Date: 08/26/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the deactivation of your account and the handling of your travel credits, and how frustrating this situation must be.

  After a thorough review, we found that account deactivation occurred as a result of breach of our terms and conditions, referenced below. Note that our decision to terminate the account is final and will not be reversed.

  B. Termination by Breach

  Without limiting any other remedies, Hotel Engine may, without notice, delay or immediately issue a warning to a Member, temporarily suspend a Member, temporarily or indefinitely suspend a Members account privileges, terminate a Members Member Account, prohibit access to the Site by Member or any of Member's Administrators or Users, and take technical and legal steps to keep a Member and its Users off the Site and refuse to provide services to a Member and its Users if any of the following apply:

    1. Hotel Engine suspects(by information, investigation, conviction, settlement, insurance or escrow investigation, or otherwise) a Member or any User has breached any provision of this Agreement, the Privacy Policy, or other policy documents incorporated herein;
    2. Member or any of the Members Users or Administrators transfers, shares or otherwise allows access to a Member Account or any content of the site to any unauthorized user,without the written consent of **********************;
    3. Hotel Engine is unable to verify or authenticate any Personal Information; or
    4. Hotel Engine believes that (a) the Member to its Users are acting inconsistently with the letter or spirit of Hotel Engines policies; (b) the Member or its Users' has engaged in improper or fraudulent activity in connection with the Site; or (c) the Members actions may cause legal liability or financial loss to Hotel Engine.
  --
  
  We also want to assure you that no financial loss was incurred, as all funds used on Hotel Engine were the aforementioned travel credits provided by Hotel Engine at no cost to you, and therefore all reservation stays were consumed free of charge. Thank you again for bringing this matter to our attention.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22162342
  
  I am rejecting this response because: I don't think we violated any of their policies. Please provide us an incident where we did. 
  
  Sincerely,
  
  Jaze Sarenas

• Initial Complaint

  Date:06/12/2024

  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 stayed at Home 2 by ****** January 2, 2024 - May 10, 2024 by the use of Hotel Engine in an effort to secure a better rate for such a long stay. The length of my stay changed my status from short term patron to long term tenant due to it being longer than 30 consecutive days which therefore, by Georgia law enables me to some tax savings which was discussed several times with Hotel Engine representatives and all agreed this was going to begin after the first 30 days. This didn't happen. After several voicemails, (which ***** never returns. It's always due to my perseverance and repeated calling that I even speak with anyone) and emails that of being assured that they are looking into it, it still isn't resolved, my credit card has not been credited and they are now ghosts. I sent ***** an email nearly a week ago (AGAIN) and invited him to call me and tell me what additional information I could provide to expedite this....Zero response. I've since been checked out of that hotel for over a month and Hotel Engine still doesn't have answers for me or even a timeframe for resolution. I think they just think I'll forget about it and give up since they are so difficult to reach. After staying 129 nights at this location it turns out to be a significant savings for myself that they plan on pocketing I'm sure.Terrible experience, terrible company, terrible management. I shouldn't be surprised to find out that they have an "F" rating with BBB. Never again Hotel Engine!

  Business Response

  Date: 06/14/2024

  Hi ****,
  
  Thank you for bringing this to our attention.  Your experience is not what we strive for at Hotel Engine, and we appreciate your feedback regarding the delays and lack of communication.
  
  I can confirm that a refund of the taxes was issued today, to your original method of payment.  We are also evaluating how we manage these requests going forward to prevent excessive delays and keep you in the loop.
  
  Again, thank you for bringing this issue to our attention.

  Customer Answer

  Date: 06/15/2024

   
  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:06/11/2024

  Type:Billing 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 charged for a hotel room, and when I turned up to the hotel, they had no record of my booking, and I had to rebook with another hotel service and Hotel Engine has not refunded me the $2071.73 for the hotel room that the hotel had no record of.$2071.73 - charged May 19th. This was not refunded, and when I arrived at the hotel, was told by the hotel it was not active.

  Business Response

  Date: 06/17/2024

  Hi ****,
  
  Please accept our sincerest apologies for your experience.
  
  With the information you were able to provide our support team, we were able to clarify the issue with the hotel, and will refund our charge directly to your card. Based on your experience, our team will also provide additional travel credits for future use.
  
  Thank you for bringing this issue to our attention so we can continue making Hotel Engine the number one platform for business lodging needs.
  
  

• Initial Complaint

  Date:05/14/2024

  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.

  Booked hotel nonrefundable hotel reservation for 5 nights for one room, 2 beds (one king and one queen **** and prepaid all costs including hotel fee that I was told included the resort fee of $225 or $45 per night in addition to taxes prepaid and hotel engine fees prepaid. Total fees all prepaid. Hotel itself confirmed Only one room with one bed and denied hotel fees included. Requested full refund on same day as reservation made for bait and switch. Hotel Engine agreed with my facts on several phone calls but said hotel refused refund and therefore they were having trouble refunding funds. Hotel Engine advertised one thing but my reservation type would not be honored by the hotel per hotel.

  Customer Answer

  Date: 05/14/2024

  The company processed a full refund and it should show on my credit card within 10 days. I was notified after telling them I was filing BBB dispute and dispute with credit

  card. The case is resolved. 

• Initial Complaint

  Date:01/07/2024

  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 have been a member of Hotel Engine (HE) for 6 years and have completed 11 bookings with them throughout that time. I recently booked a stay at ********************* in ********************** (Tortola), Hotel Engine confirmation KZ5G94A. I paid $2,038.63 in total in full upfront to this company. When arriving to check-in, the hotel said that Expedia had booked my reservation in a different room type, not ******************* but Hillside Room. So, Hotel Engine used a third party system (Expedia) to book my reservation in a different room type and pocketed the difference of over $315. Long Bays receipt for my stay is $1,722.60. HEs customer service has been awful and unresponsive since I reported it Jan 3 via their online system. They acknowledge the error but will only offer a $200 HE credit, not a refund to my Amex. Long Bay Beach reluctantly eventually moved me from Hillside (Room 306) to Ocean View (Room 108) for the last night of my stay because I showed them my HE original confirmation. HE was no help whatsoever and continues to ignore my emails. Hotel Name:********************* Check-in:1/3/2024 Checkout:1/6/2024 Hotel Engine Confirmation Number:KZ5G94A Room Type: *******************

  Business Response

  Date: 01/29/2025

  Thank you for sharing your experience with us. We apologize for the inconvenience you encountered during your stay. While the room discrepancy stemmed from an issue between our supplier and the property, we recognize that we did not provide the prompt resolution you deserve as a loyal Engine customer.
  
  Weve investigated your complaint and found that our Member Support team was able to resolve the issue, including refunding the difference in cost directly to your method of payment and providing additional travel credits. 
  
  We apologize if our initial communication left you feeling unsupported during that time, as this is not the standard of service we aim to provide. We value your feedback and will continue to work with our partners to prevent similar issues in the future. If there is anything else we can do, please dont hesitate to let us know.
  

  
  

• Initial Complaint

  Date:12/17/2023

  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 stay at ****************************************** through Hotel Engine. The dates were November 17, 2023 to December 15, 2023. I paid in full up front. I checked out early, on December 8, 2023. I have confirmed with the front desk that I am owed a refund of $505.40. Hotel Engine refuses to refund my money because they have not received an e-mail from the hotel manager in writing confirming my refund amount. I cannot control what the hotel does (I have already asked them to send the e-mail), but I am owed a refund regardless of what email was or wasnt sent. Hotel Engine told me that they have already confirmed with the hotel that I checked out early, yet they are still holding my money.

  Customer Answer

  Date: 01/03/2024

  Hello, I am reaching out about a complaint I filed last week with the BBB against Hotel Engine. It was regarding a refund they had not sent me for unused nights at Motel 6 East in *******, **. I just wanted to let you know that I have been refunded, so my complaint has now been resolved. Thank you for your time!