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Business Profile

Travel Club

Hotels Etc, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:08/20/2024

    Type:Product Issues
    Status:
    Resolved
    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, *************************, joined Hotels *** in 2021 to get good rates on hotels when we travel. Over time we found we were able to get better rates through Expedia and were not using the service. When we were charged the $299 annual fee in 2022, I put in a request through the Hotels Etc. website to cancel our service and to get a refund. I didnt get a response or a refund, but assumed our service was canceled. I was not charged in 2023. When I was charged on 7/181/24, I initially submitted a request through the Hotels Etc. website for cancellation and a refund. No response. I have now made over 10 phone calls to Hotels *** and have finally received an email confirmation of cancellation. I have spoken to ***** about getting a refund. He tells me that he is still waiting for approval from their CFO and it has been three weeks. I now found out that *****, who answers the customer service line, is also the owner. This seems like a scam and I am out two separate refund requests and almost $600. charged an annual subscription to my credit card of $299.95 by Hotels Etc on 7/18/24.I request your help getting a refund.

    Business Response

    Date: 08/21/2024

    **** became a memberon 7-25-21 and logged into our system over 73x and made several bookings He stated he cancled in 2022 however according to the merchant account he did not cancel his subscription He has been an active paid member since 2021. If he did find better deals on the internet then we would assume he would cancel his renewal fee at that time or called us about the issue. We do not see any notes on his account outside of him requesting  a refund. He is requesting two years of refunds because he forgot to cancel his account. We stated to him that we do not issue refunds if you do not cancel your account, however out of courtesy we stated that we will submit a refund request to our CFO which at the time was out sick and has not replied to this case.

    Our site clearly states no refunds if you do not cancel before your renewal date. *********** is stating that he canceled previously and if he did then our merchant account would not have processed his renewal. We do not store CC in our system, it is all done elctronically just like any subscription service.  ************ then attempted to call our company a scam because CEO  answered the phone, this is why we dont have complaints because ***** personally monitors day to day operations within Hotels Etc. 

    The complaint should of been about a refund and not about a problem with a discount in 2021 after using our system and making bookings. Then to add in the comments that we are scam because ***** answered the phone when he called is simply showing us that he is throwing out allogations about Hotels Etc. because he did not cancel his subscription in time and was charged. Once again we did put in a refund request and was waiting for a reply from our CFO. Keep in mind this request does take time since it is something we dont typically do. If our CFO was in the office we would of received an approval or rejection within 3 business days. 

    Customer Answer

    Date: 08/21/2024

    Thank you for your response.  I requested a refund.  The business has not agreed or rejected my request for a refund.  I cant accept or reject the business response be cause I dont know the outcome of my request.

    Business Response

    Date: 08/28/2024

    Thank you for your reply.
    After reviewing our notes and your email there is one concern that I have.
    You stated that you joined in 2021 and paid
    You stated that you renewed in 2022 and requested a refund
    You stated you were not charged in 2023  you assumed it was cancelled
    You stated you were charged in 2024
    We are baffled about this because we dont store credit cards in our systems. This is all done through the merchant account and after consulting with our merchant account they stated was impossible to not be charged in 2023 and then charged in 2024 unless you subscribed to the service again. No physical person has access to your credit card information as it is store encrypted. You requesting a refund of $589 which means you are requesting a refund from 2022? Based on the records and our policy we are not able to refund your membership fees.
    However, we will offer you a partial refund for 2024 of $149.50 and you will be able to continue having access to the system for the remainder of your 12 months.  If you accept this offer, we also request that you seize any negative reviews about Hotels Etc.
    As for the input of 2021, keep in mind, this was when covid was coming to an end and travel was starting back up. The travel industry has sense settled back down and those issues have been resolved. If you plan on traveling,we encourage you to take another look at discounts.
    Please let us know if you accept this offer so we can close this with BBB.

    Customer Answer

    Date: 08/28/2024

     
    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 **** would like the business to agree to not charge my credit card in the future, and to clearly state that my membership has been cancelled.

    Sincerely,

    *****************

Hotels Etc, Inc. is NOT a BBB Accredited Business.

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