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Business Profile

Hotel Reservation

Hotel Logical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 3 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:07/17/2023

    Type:Product Issues
    Status:
    AnsweredMore 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.
    This third party hotel reservation site double booked me for a hotel room on the July 10 when I put my card information and pushed pay it said error three times that it didn’t go once it finally went through saying it was successful it but then it charged me also for one of the failed attempts that before their system said was a error and didn’t go through so I got to hotel room they said they couldn’t cancel it due to it being third party to contact hotel logical and have them cancel on their side when i proceeded to do so the third party company said they will look into it so we have been corresponding back and forth through email since this happened now they’re saying hotel has to cancel cause it’s 24hour cancel policy but I booked the room 30min before I checked in so it makes no sense now I talked to the hotel they saying they can’t give a refund that it was hotel logical fault they have to refund me but hotel logical saying that can’t refund without quality inn approval but the hotel says they can’t approve another company mistake so I’m getting nowhere and it actually is hotel logicals payment system fault

    Business Response

    Date: 08/10/2023

    I am reaching out regarding the letter received by our company on July 18th, 2023. Please accept our apologies for the delayed reply.

    BestHotelDeals 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 that identifies our customer.

    Our mutual customer's case was opened on July 11th when he reached out to out customer service department. The creation and check-in dates of the reservation were on July 10th.

    On July 11th, he advised us that he was double charged for the same reservation.

    Our system showed that our customer clicked 4 times to submit the payment, the first attempt went through and the reservation was confirmed. The second and the third attempt failed, and the fourth attempt again went through. Our customer ended up with two identical reservations, hence the two charges. We do not know what is the message our customer received after the first attempt, unfortunately.

    Both were last-minute bookings, same check-in day, with non-refundable policies.

    On July 11th, both reservation had the check-in already in the past. When we reached out to the hotel's front desk clerk, they mentioned that they could have helped with a penalty waiver if the cancellation of a reservation is made with at least 24h prior to the check-in day. Unfortunately, it wasn't applicable to our mutual customer's reservations because they were booked last minute.

    The final resolution was provided on July 17th when the customer used strong words to describe our company.

    Our customer service department escalated the case internally.

    The final decision was to refund one of the two reservations in full, and this happened today, August 8th. Our customer was informed accordingly.

    We appreciate your email 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.

    Sincerely,
    *******
    Hotelogical CS Department
  • Initial Complaint

    Date:07/05/2023

    Type:Product Issues
    Status:
    AnsweredMore 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.
    Description of complaint:I booked a hotel stay with this company. Received a payment confirmation ($223.36), a booking confirmation, and the money was taken out of my bank account (6/19). I check in at the hotel (6/24) where they said payment declined. I had to pay the hotel directly in order to stay even though I showed them proof of payment with this company. I called customer service (6/26) who had me send proof of the invoice for the hotel. I sent the invoice along with screenshots of both this company and the hotel charging my account. I have not received any update on my refund even though I have emailed them. I have called again and been told that I would hear from a specialist customer service representative. I am still waiting to hear from anyone about a refund being given.Have reported both companies since I went through StayForLess since I booked through them and have been reaching out to their customer service. However, charge came from Hotel Logical

    Business Response

    Date: 08/10/2023

    I am reaching out regarding the letter received by our company on July 6th, 2023. Please accept our apologies for the delayed reply.

    Stayforless 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.

    Our customer secured a hotel accommodation on our website Stayforless on June 20th. The check-in day was June 23rd.

    Three days after the check-in day, on June 26th, our customer reached out to inform us that he sees a second charge on his card for the same reservation but this time from the property. We went ahead and verified if this was a double charge problem. Proof has been submitted to us by our customer.

    Stayforless is a third party in the booking process and between us and the hotel, there is another party called supplier (as per our Terms and Conditions). They have direct communication with the property.

    According to their verification with the property, the charge the customer should have had was the refundable fee for incidentals. However, that proved to be wrong information because the customer paid the deposit in cash, not by card.

    The case has been escalated and that meant more waiting time for verification, unfortunately.

    On August 2nd, we have been advised by our supplier that because of a misunderstanding on the hotel's side, our customer was charged for the room again even though the payment was already provided as per their agreement.

    It was an honest mistake that, unfortunately, caused pain to our customer, and this situation should never happen. We apologize to our customer on behalf of all parties involved in this process.

    On August 8th, the resolution has been presented to our customer. The charge he had from the property was released.

    We appreciate your email 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.

    Sincerely,
     
    Hotelogical CS Department
  • Initial Complaint

    Date:10/21/2022

    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.
    When I went online to make a reservation at the ******************* upper East Side the the **** *****.com appeared and when I call the number and ask the lady **** if she was at the hotel she said yes. She stated that there was a promotion of $59 a night and the total would be $159 for four nights from October 16th 2022 through October 20th 2022. I asked her several times if she was at the ******** Hotel reservations and she did say yes. I received an email stating that the charge to my credit card was $1,859.65. When I called the number and the email the representative said that there would be a $258 charge for cancellation and I explained the situation to him and he stated that he would put in a request for total refund. He explained that the cancellation fee would have to be approved by another department. This has been a very deceptive experience with *********.com/Hotel Logic. And investigation should be conducted on this company.

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