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:10/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 with the merchant (OnPeak) for a stay at ************************ 10/23-10/29 (,onPeak ID *********, because I have a Hilton Diamond status expecting member benefits and opportunity to earn points. OnPeak's website explicitly says that these stays earn points. However, upon arrival of hotel, the hotel informed me that elite benefits are not to be applied and also the stay will not earn points/elite-qualifying nights because it was booked via Expedia. This is in contradictory with OnPeak's website, and it was never disclosed during the booking process. Actually prior to the stay, I specifically contacted OnPeak to add my Hilton HHonors' number, and OnPeak never disclosed to me that this stay was booked using Expedia and would not qualify for the Hilton HHonors' program. I contacted the OnPeak multiple times, sent 3 emails but never got any replies, otherwise I would have cancelled the stay in time and booked elsewhere. I demand a refund of elite benefits value of the stay from OnPeak (upgrades, points, elite-qualifying nights, dining credits related to Hilton Diamond), because I never received what I was advertised to, and did not get the support needed for the product.

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On Thursday March 28th, I booked a hotel room through OnPeak for the Seatrade convention. I am a solo traveler, and booked one room. Unbeknownst to me, OnPeak duplicated my reservation and charged me twice. I did get a duplicate confirmation email, however the two emails were identical in nature aside from one single number difference in the middle of an eight-digit confirmation number listed in one place in a very long email. I assumed, given that I only processed my booking once, that it was just a duplicate email, given that the emails came in at the same time. Upon arriving to the hotel, I was informed I had two rooms, which was the first I'd heard of this. The hotel cancelled the second room, but could only refund two of the three nights per their policy. They recommended I speak to OnPeak about the remaining refund, as the error was caused by their booking. Additionally, the booking was further complicated as OnPeak used a third party booking site (Expedia, according to the hotel), to book, rather than booking directly with the hotel. OnPeak refuses to rectify their error, saying I should have noticed the one tiny difference in the two confirmation emails that were otherwise identical, and have informed me that my only recourse is to open a dispute with my credit card company, which I have done. Otherwise, I'm out the difference due to their system's error, which is unacceptable. I am filing a complaint here in hopes of having the remaining $361.50 refunded that is currently outstanding due to OnPeak's system duplicating my reservation without my knowledge. Also, the OnPeak website lists ****************************************************** as their HQ, so I'm concerned the BBB info may be incorrect. The phone number listed is correct.