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Business Profile

Hotel Reservation

Hotels-Rates.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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:12/26/2022

    Type:Service or Repair 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.
    1. When I called the number on the website I found in ****** for a hotel in ******* ** to make a booking, the representative on the phone misrepresented himself as the hotel booking rep while he was only a Hotel-rates employee from a call center.2. The person on the phone assured me that my booking had been confirmed and everything was ok but when I went to the hotel, the receptionist told me that that they never confirmed the booking because they were fully booked for days 3. When I called the company to ask for a full refund that said they would investigate with the hotel and get back to me but never did.There is no evidence of me checking in to the hotel since I was turned away immediately, therefore, I believe I have to be refunded immediately and not waste time in useless attempts to keep my money for a service that was never provided.

    Business Response

    Date: 01/02/2023

    Greetings,

    Please find the response below received from the department handling the guest booking. 

     

    Department Response:

    Dear Partner,

    With reference to your booking ID ********* as detailed below:

    Customer First Name: ******
    Customer Last Name: said
    Arrival: December 23, 2022
    Departure: December 24, 2022
    Hotel: ************************************************************
    City/Country or Region: ******* (**)/*************


    We hope this email finds you well.

    We have received confirmation from the property that they were not able to accommodate the guest for this booking, hence, the booking has been canceled free of charge.

    Please note that we have initiated a refund back to the original payment method. All refunds made to the original payment method *** take anywhere between 14 - 30 business days or until your next bill cycle depending on your bank's processing time.

    Please be advised that the mentioned timeframe *** vary as well according to your bank's policy and the timeframe advised does not include weekends and any general public holiday that *** be observed by your bank.

    We sincerely apologize for this inconvenience.

    Regards,
    *************************

     

    Regards,

    Hotel-Rates

    Customer Answer

    Date: 01/04/2023

    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 me.

    Sincerely,

    Savvas Said

  • Initial Complaint

    Date:11/13/2022

    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.
    On 11/13/22 I booked a motel room using this site and had over $51 dollars added to my room rate of $109. A small portion of that was tax and the rest just plain old ripoff. You can’t cancel the reservation and can’t speak to anyone.

    Business Response

    Date: 03/24/2023

    Greetings,

    Thank you for contacting us in regards to our mutual guest inquiry. Attached you will find the mutual guest reservation and below you will find further information in regards to the charge allocated for taxes that our mutual guest is inquiring upon. 

    ((The following policy was agreed to at 2:34PM CST on 13-Nov-2022 at the time of booking, from IP address ****************************************))

    TAX RECOVERY CHARGE
    The tax charge on Pay Now hotel transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with our customers' purchasers. We are not the vendor collecting and remitting such tax to the applicable tax authorities. The vendors bill us for applicable taxes and we remit such amounts directly to our vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customers' travel arrangements. Taxability and the appropriate tax rate vary greatly by location. The actual amount paid to a vendor may vary from the tax recovery charge, depending upon the rates, taxability or other factors in effect at the time of the actual use of a given travel service by our customers. We do not incur the cost of sales tax from vendors located in Alaska, Delaware, Montana, New Hampshire and Oregon, as these states do not impose a sales tax. Also, certain jurisdictions impose a hotel occupancy tax or other type of transaction tax upon the renting of a hotel room, an automobile, etc. The type of tax collected by a vendor will vary by service and location. We use third party distribution channels for individual reservations.

    Please let us know if you have any further questions.

    Regards,

    Hotel-Rates

  • Initial Complaint

    Date:07/05/2022

    Type:Service or Repair 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.
    WORST CUSTOMER SERVICE ON PLANET EARTH!!!! DO NOT USE THIS BUSINESS. BOOK ON HOTELS-RATES.COM AT YOUR OWN RISK!!!! On June 30th, I made a reservation for a hotel in Niagara Falls for September 4-September 11 2022 through hotels-rates.com. I noticed that the reservation was non refundable so I purchased insurance as well in the event I was sick and could not attend my vacation. Less than 1 hour later, I made the realization that I accidentally chose the wrong hotel! I called them back in a panic and they assured me they had contacted the hotel and the hotel would allow the cancellation without a penalty. However they still refused to refund my money! I have called many times since then and they will not refund my money no matter what. They are telling me I need to go through my insurance, however this is not covered by the insurance. It was simply a mistake made during booking, and I called them IMMEDIATELY to fix the problem and they will not refund my money. They are stealing over $1200 from me.

    Business Response

    Date: 08/12/2022

    Greetings,

    Thank you for contacting us. On the guest behalf the department contacted the hotel who provided a one time exception for the cancellation of the guest booking and as such the guest booking has been cancelled and refund will be processed back to their account. 

    Please note that refunds normally take between 7 to 14 business days to be allocated back to the mutual guest account. 

    The guest was sent a copy of the reservation showing that it is cancelled in our system.

    Regards,

    Hotel Rates

  • Initial Complaint

    Date:05/11/2022

    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.
    We had a guest arrive tonight with an email from hotel-rates.com verifying a reservation with our hotel, **************************************************************************. We do not have a reservation for this guest, we do not do business with hotel-rates.com and per the email they sent him they have already charged him. He needs to be refunded for those charges. We believe this is a scam company and it needs to be stopped. I have emailed them and asked them to remove our property from their website immediately. I've never even heard of them before and now in doing some research I see that they have tons of scam complaints against them. I do not want the ************** to be on their website, I do not want our business associated with them in any way.

    Business Response

    Date: 05/17/2022

    Greetings,

    The guest has been issued a refund in full for their booking and they can expect the funds to be allocated back to their account in the next 7 to 10 business days. 

    Refunded($145.76)

    Regards,

    HotelRates 

    Customer Answer

    Date: 05/18/2022

    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 me however, they need to stop taking reservations for our hotel.  There is no mechanism in place for those reservations to integrate in to our system and therefore we are having guests show up thinking they have a reservation and they don't.  

    Sincerely,

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

Hotels-Rates.com is NOT a BBB Accredited Business.

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