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Business Profile

Hotel Reservation

Booketta

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.
  • 2 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:12/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 was charged for a date that had been pre-Booked by Booketta themselves without any notification or default in making of my payment until this became my mistake and I had to go through all support systems to be negative and without any ideal humane solution on this heavely un hinged wireless god given trail to be sitting waiting for some so-called third party pre set juncture, in my single and now "third openion" I would like to stop Booking rooms I never even selected dates for. If Booketta pre-set the dates "I" booked they "whome" two ever I spoke with which was only supposed to be the hotel staff at my pre - booked arrival. yet I was denied a resolution at my destination because some "Third" party which is supposed I assume in technical polite-tickish voices reeked havoc on my pre- mental state. So I supposed we can bring a psychic into this before a physician although this is a jurisdictual matter les we disagree or am I being held the accused!

  • Initial Complaint

    Date:09/30/2024

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Hello I hope this message finds you well. I am writing to express my deep dissatisfaction with my recent stay at your hotel. Unfortunately, I encountered several issues that made my stay extremely unpleasant. Firstly, I found roaches and cobwebs in the room, which is completely unacceptable and unhygienic. Also blood stains on wall and bathroom wall. Additionally, the air conditioning was broken, making the room uncomfortable, especially in the warm weather. These conditions are far below the standard I expected from your establishment. I actually checked out earlier than expected due to these conditions.Given these serious issues, I am requesting a full refund for my stay. If a refund is not possible, I would like to know the process for arbitration to resolve this matter. I look forward to your prompt response. Thank you for your attention to this matter. Sincerely,

  • Initial Complaint

    Date:08/23/2023

    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.
    I booked a room at **** Inn ****************************** Navarre Florida *****. I used a third party booking site called Booketa. My reservation was August 12 and 13, 2023. I called Booketa on the morning of the 12th inquiring if I could cancel the second night reservation. I was informed that i would need to speak with the hotel front desk and ask if they were in agreement with canceling the second nights stay and a refund be issued. I complied as requested and was told that Booketa would be required to amend the reservation and they had no objection to the refund, however the refund would come from back from Booketa. I relayed this info to the Booketa representative. I was told that he canceled the reservation and made a new reservation for the 13th only. I checked out of the hotel the am of the 13th and received a receipt showing the entire amount, however the hotel front desk representative stated she could see in the computer system that only a charge for 1 night was showing. The hotel rep. had written on the receipt that we checked out the 13th. I provided Booketa a copy via email that we checked out according to the new reservation that was created. I have since called to inquire about the refund numerous times and never receive a answer to the status of the refund. Copied from the Booketa web site: I Canceled - When Should I Expect My Refund? Reservations cancelled online prior to the published cancellation policy typically take 7 - 10 business days to post back to your account. However, some refunds can take up to 30 days or the next cycle to post to your credit card statement, depending on your financial institution. I would like this to be resolved in a manner consistent with their stated policy since I did follow all of their cancellation/ amended reservation request.

    Business Response

    Date: 12/05/2023

    I am reaching out regarding the letters received by our company on August 23rd, and September 8th, 2023. Please accept our apologies for the delayed reply, we haven't been in their possession in time to provide a proper answer.
    The deadline has passed, and the case has been closed on the Better Business Bureau's website, therefore I hope you can allow us to take the liberty to email you directly.

    Booketta is part of Hotelogical brand, an online booking platform. We are offering hotel rooms worldwide, and all information regarding the hotel name, address, room type, rate, etc, is presented to every customer before submitting the payment.
    Please allow us to present the main points of the case and the resolution provided. We understand that we should not provide personal information.

    ** ****** secured hotel accommodation through us for the nights of August 12th and 13th.
    On the check-in day, August 12th, ** ******'s wife, ** ****** ******, reached out to our customer service department and inquired about the possibility of having an early check-out. The general policy states that "there are no refunds for no-shows or early check-outs". However, if the property agrees to refund the remaining unused nights, our agency will honor that decision. And this is what we mentioned to ** ******.
    On August 16th, ** ****** provided us with the name of the hotel's representative who approved the partial refund for the second night unused. We informed our suppliers (our agency does not work directly with properties but with providers/suppliers/warehouses, and each request must be submitted through them).
    The partial refund for the second night unused has been processed on October 3rd, after our supplier confirmed the refund on September 28th. The delayed resolution lies with our agency, and we regret having our customer wait for so long.

    We appreciate the notification and if any documentation is needed in this case (confirmation vouchers, emails, recordings, terms and conditions, etc.), please let us know and we will proceed as advised.

    Thank you,
    Hotelogical CS Department

    Customer Answer

    Date: 12/05/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    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. 



    Regards,



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

  • Initial Complaint

    Date:07/24/2023

    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.
    Arrived to hotel, hotel was out of power due to storms, manager approved refund, booketta still refused after 3 weeks and an email saying they'd refund in 72 hours a week ago. Sent copies of the email of the conversation between the manager of ****** and booketta and they deny receiving our screen shots or even having the original emails themselves.

    Business Response

    Date: 12/05/2023

    I am reaching out regarding the letters received by our company on July 27th, and August 12th, 2023. Please accept our apologies for the delayed reply, we haven't been in their possession in time to provide a proper answer.
    The deadline has passed, and the case has been closed on the Better Business Bureau's website, therefore I hope you can allow us to take the liberty to email you directly.

    Booketta is part of Hotelogical brand, an online booking platform. We are offering hotel rooms worldwide, and all information regarding the hotel name, address, room type, rate, etc, is presented to every customer before submitting the payment.
    Please allow us to present the main points of the case and the resolution provided. We understand that we should not provide personal information.

    ** ******* secured hotel accommodation through us for the night of June 30th. Around 3pm EST on that day, she reached out to us. The hotel's power went out and she was advised to reach us for a refund.
    Our agency does not work directly with properties but with providers/suppliers/warehouses. Each request must be submitted through them.
    After several phone calls and emails, our supplier requested written refund approval from the property (as per their policy). Our agency emailed the property directly to have that written proof. This happened on July 12th. The property confirmed the refund in writing and we have sent it over to our supplier on the same day, July 12th. The same email has been sent to our supplier on July 24th, and August 23rd. On September 17th we followed-up with them again. The approval was sent to us on September 25th, and we refunded ** ******* on September 28th.

    The weeks of waiting for ** ******* is inexcusable. We express our honest apologies, and take full responsibility for it. 
    The communication with our supplier improved and will continue to improve in the future.

    We appreciate the notification and if any documentation is needed in this case (confirmation vouchers, emails, recordings, terms and conditions, etc.), please let us know and we will proceed as advised.

    Thank you,
    Hotelogical CS Department

Booketta is NOT a BBB Accredited Business.

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