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Business Profile

Hotel Consultants

ZenHotels

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 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:05/25/2025

    Type:Product Issues
    Status:
    Unresolved
    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 May 4, 2025, I booked a room through zen hotels..com for a one night stay close to my daughters college. Three weeks later I arrived at said hotel after having paid well in advance. The hotel had no such booking. ******************** had not made the booking. I contacted them immediately indicating that as a graduation weekend there would be few rooms available. This organization called the hotel upon my insistence because one room became available. They were quite rude to the hotel staff. They also refused to pay for the room, offering me only a 50% refund or that I could wait for them to arrange another room in a part of the country that had few hotels on such a busy weekend. But, the situation becomes worse. Apparently, there was some internal debates within this company because after posting an unfavorable review, I was offered close to what the hotel charged me for the evening. Part of the recompense was through a bank deposit and part through credit card. Why they had to have a personal bank account is beyond me. But I did have their offer in writing that this would be their solution for their negligence. After filling out their preferred paperwork and marking exactly what the company said to do, I received another email indicating a further delay tactic in not listing US dollars specifically (even though all emails do make that reference). Moreover, this company has now changed the dollar amount of the reimbursement even though their email said otherwise. I even explicitly wrote via email and was confirmed via email by this company in order to avoid confusion. Clearly, this company has made a mistake in its original booking, but the greater fault lies in its response to customers. The weekend has passed, but I shall never defer their lack of empathy regarding the situation and the shallow disregard to the truth of their own companys email response. Somebody has a bottom line and it isnt customer satisfaction.

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Unanswered
    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 Feb 10, 2025, I have made a booking through zenhotels website, and paid for my reservation in full. On Feb 25, after fifteen days, I received an email saying that my reservation is not valid and said "This happened because the hotel didn't stop sales on time: the hotel suspended operations, but the employees had no time to report it to us." This is not true. The hotel is still operating, there is no problem making a reservation with the hotel when you contact with the hotel, you will see that there is no problem with operations. Zen hotels should resolve this issue and make my reservation valid with the hotel. I have attached hotel reservation and the email from Zen hotels.

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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 hotel booking through this website for a wedding. I could not attend due to coming down with the flu. I emailed the customer service that I needed to cancel and given the peak season for tourists, I knew this room would be sold without a problem. I was emailed back by customer service from ************************** and was told they canceled my booking and processed a refund already to my card. They told me to wait 5-30 business days depending on the bank to show refund. When I reached back out in regards to not receiving my money back, I was then told that the booking was never canceled and they could not issue a refund without me canceling the booking on their website. When i followed directions to cancel the booking, the website will not allow me to since the date is passed. I then called customer service again inquiring why I was told they canceled it for me and already issued a refund and they told me they could not help me. My first email through them told me that if I did not a see a refund to reach back out to them to sort it out and they are refusing to do so.

  • Initial Complaint

    Date:08/24/2024

    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 booked hotels on Zenhotels on August 6 and August **** that time, his web interface showed that I could cancel for free within the specified time.Later, due to flight problems, I canceled the order within the specified ******* order interface also showed that both orders were cancelled. (Zenhotels accepted my cancellation request)But so far, Zenhotels has only refunded one order on August 6, and the order on August 8 has not been refunded. I thought it was a bank problem. Later I contacted Zenhotels and found that they refused to refund me and told me that the supplier disagreed. I was very angry. I booked a hotel on Zenhotels and canceled the reservation for free within the specified time, but Zenhotels currently does not want to refund me. This is fraud.On August 25, 2024, I just went to Zenhotels to check the hotel's booking rules again. The hotel's rules have not changed. It is still possible to cancel for free within the specified time, and there is no indication that the supplier disagrees or does not refund.Zenhotels did not refund me and took my money. This is a very bad rogue behavior.

    Business Response

    Date: 09/19/2024

    Dear Colleagues,

    Kindly provide us with the guests booking number so that we are able to transfer the message

    Please do not hesitate to contact us for any further assistance you may need.

    --

    Best regards,
    Sphiwe R.
    Operations & **************** Team
    **************************
    Tel.: **************
    Telegram: @zenhotels_com_bot
    WhatsApp: *****************

  • Initial Complaint

    Date:08/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 on 6/23/24, stayed 7/4-7/6, and the hotel GreenTree authorized a partial refund on 7/5. GreenTree confirmed and provided evidence they authorized the refund to ZenHotels / ************** As of 8/9/24 ZenHotels has failed to process the refund or offer me any additional details, and refuses to process the refund.

  • Initial Complaint

    Date:08/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Tropical ********************* is going to pound the area with life threatening flooding and winds and Zen Hotels wont give me a refund for my ******************. Its pathetic. They told me to go down there and see if it hits the area then maybe I could get a refund. Now my life is in danger and they fail to provide any help even in terms of reimbursing my cost of hotel. They lie saying the hotel refused to give refund but the guests that booked directly with them got refunds.

  • Initial Complaint

    Date:06/29/2024

    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.
    On June 27th, I booked a hotel in Zenhotels. When I arrived at the hotel, the front desk of the hotel replied that they had not received the payment from zenhotels, so I contacted zenhotels, but they kept telling us to wait and refusing for a refund which is not our fault, we have paid the fee on the Zenhotels. We had to waste a lot of time in the hotel lobby.

    Business Response

    Date: 07/24/2024

    Dear team,

    Thank you very much for your message and sorry for the inconvenience. Please provide us with the reservation number and guest details and check-in check-out dates so we can start processing immediately. 

    Please do not hesitate to contact us if you have any queries.

    --

    Best regards,
    Md Shainuzzaman B.
    Operations & **************** Team

  • Initial Complaint

    Date:12/31/2023

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a hotel. While scrolling down the page we accidentally pressed the cancel button and it didn't ask if we were sure....it just cancelled the reservation. When I called them immediately to tell **** what happened they said they would contact the hotel to see if they could reinstate thr hotel. I have an email from them saying that **** contacted the hotel and to reinstate the reservation and that the hotel refused. I called the hotel directly and they easily reinstated the reservation. When I called the hotel they said they were never contacted to reinstate the reservation and ********** said **** in an overseas company engaging in Fraud. **** refused to give me my money back and didn't even try to reinstate or booking. The ** at the the hotel said they never contacted them and that she can easily reinstate the reservation They have a button on their website that is not warning people if they even accidentally press the button. Zhen is literally stealing from customers here in ***************** and lying while commiting fraud. They even put their phone number on your hotel reservation so the hotel can't call you.

  • Initial Complaint

    Date:11/27/2023

    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.
    On November 15th I utilized Zenhotels.com to book two nights at the Holiday Inn Express. I was charged $212 for two nights and Zenhotels.com required the payment to be made at the time of booking. Upon arrival at the hotel, I was informed that they would need a card to put on file for the room charge. I informed the receptionist that I had already provided my card and paid online with the booking website. The receptionist checked their records and compared to the email confirmation I received. They informed me that they do not have an affiliation with Zenhotels.com and therefore do not have a digital card on file for the room charge. As a result I was forced to pay for the room AGAIN; however this time the charge was $290, as this is what the hotel was charging for that room. I immediately contacted Zenhotels.coms customer support number. Upon answering the customer support employee of ************************** pretended not to be able to hear me after I stated that the hotel was claiming they did not receive payment and then the support employee hung up on me. I then sent an email to Zenhotels.com explaining that I wanted a refund and that they hotel states they did not receive payment from Zenhotels.com. On 11/24/23 the first email reply from Zenhotels.com stated that, verbatim, There must be a mistake in the system of the hotel. The hotel team will refund the amount theyve been charged. In case if the hotel team will not be able to check the payment details, then we will make a refund. The email also requested that I send an invoice from the hotel to Zenhotels.com. Further emails to Zenhotels.com only illicit a response of your request is in process. We will get back to you with an update. They are not actually doing anything, just stalling for time by saying they are looking into it but not actually doing anything. The only action here is to issue a full refund but the entire setup is clearly fraud.Booking #: ********* Confirmation Code: ********

    Business Response

    Date: 12/12/2023

    Hello! We are already resolved this situation and made a refund. We are deeply sorry that this situation happened and we will do everything we can to prevent this of happening again.

  • Initial Complaint

    Date:08/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 reservation with this company. I flew to Jamaica andI KID YOU NOT THE RESORT HAD NO RESERVATION FOR ME. I had to book a whole different resort! I have been contacting them since May 28! They will not refund me my money! I’m pissed and I’m ready to file a court motion against this company.

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