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Business Profile

Hotel Management

HKB Hotel Group

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Complaint type

  • Initial Complaint

    Date:04/05/2024

    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.
    My wife and I booked a room at ************ Hotel ********** ********* (****************************************************************************) on 05/07/2023 to stay 2 nights in the hotel for the ******** Derby. We would be staying 5/3/24 and 5/4/24 and check out on 5/5/24. The price was $204.00/night with $53.04 for taxes which totaled $461.04. Today we received an email, which is one month before the ******** Derby, stating that our room has been canceled with no explanation provided. We then called the hotel for an explanation why they canceled our room and they stated, "there was a glitch in our system in December." Keep in mind that December is 7 months after we booked the hotel and also 4 months ago. So, they have had 4 months to let everyone know about the supposed "GLITCH" but have chosen only now to divulge the information. They would not go into further detail about the supposed "GLITCH" and stated it was corporates decision and that we must contact corporate. They then proceeded to say the only thing that they can do for us is rebook the hotel at the price it is now which is $700/night. We also tried calling Hotels.com, which is what we booked the hotel through, and they also stated that we have to contact to the hotel directly and can't do anything for us. THIS IS HIGHLY ILLEGAL TO CANCEL A HOTEL ROOM BECAUSE IT WAS CHEAPER AND NOW HIKE UP THE ***** WHEN THERE IS ONLY A MONTH LEFT BEFORE THE ******** DERBY. When contacting ******** Hotel's corporate office they stated they have nothing to do with this ******** as it is privately owned. We then called the hotel back to ask who owned it and they would not give us the information, seemed very secretive and only stated that "you can ****** it." When googling the owner of the hotel we found it was owned by HKB Hotels however they do not have a number to contact them. THIS IS NOT OK, THEY ARE CLEARLY ***** GOUGING. I have attached our booking information from when we originally booked the hotel and the cancelation letter they sent.

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