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Business Profile

Business Travel

Engine

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Business Travel.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/15/2023

    Type:Product Issues
    Status:
    Answered
    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 Hotel Engine credits on my account from a prior cancelled booking - I went to book a new, non refundable hotel room and intended to apply the credits - there was not a clear option for me to select paying with my credits and figured that option would appear on the next page, but my booking was then confirmed (non-refundable and no credits used)- I then reached out to HotelEngine asking if I could apply my credits to this booking, but was told this was a non-refundable room and i would need to speak to the hotel if I wished to cancel and re-book using credits - I called the hotel, spoke with the general manager who said he was fine cancelling the room, but he couldn't cancel on his end because it was booked through Expedia - I then spoke to HE again who told me that they couldn't cancel because it was booked through them via Expedia - When I contacted Expedia, they of course do not recognize my HotelEngine confirmation number and I have no numbers associated with the booking through Expedia - HotelEngine is saying they cannot cancel the booking even though they were the ones that created the booking through Expedia

    Business Response

    Date: 02/27/2023

    Hello ******. We apologize for the experience you've had with this reservation. Unfortunately, without the cooperation of the hotel, we are unable to fully refund this reservation. However, we greatly value your partnership with hotel Engine and would like to offer you travel credits for 50% of this reservation. You will see the travel credits added into your account today. If there is anything further we can do to assist you, we're here. Again, apologies for this situation and I hope you have a wonderful day. 

    *********************
    Member Support   

  • Initial Complaint

    Date:09/17/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i paid for a hotel room for my summer vacation threw hotel engines sight. then when i got to the hotel they didnt have the room i paid for available. they offered me a smaller room for a cheaper price. **************** told me the only way to process this transaction was to credit my orignal purchase and i had to pay for the other room. i agreed to it. i notified hotel engine and they looked into it and they confirmed. The issue is now they arent giving me my refund. They are offering me a credit for $2,127.72. i need the money to pay off my amex card. I have no idea when im going on another vacation. Thats not right. confirmation # for this is 2L0C5VB

    Business Response

    Date: 09/28/2022

    Hello - Thanks for your note. We are escalating your complaint with our member support team, and you should hear from them shortly.

Engine is NOT a BBB Accredited Business.

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