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Business Profile

Hotel Reservation

HotelsUGOGO.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 7 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:05/29/2025

    Type:Product Issues
    Status:
    Unanswered
    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 through hotelugogo for $52 , upon arrival k was informed of the $150 deposit. I spent my last $52 on the room. The hotel desk agreed to cancel my room and Okayed my refund.Hotelugogo never refunded me and lied saying the hotel denied my refund request.

  • Initial Complaint

    Date:01/16/2025

    Type:Product Issues
    Status:
    Unanswered
    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 paid online for this room through hotelsugogo and when I for there the woman refused to give me the room she stated she will approve the refund from the company when I called them they do not answer I finally talked to someone who says they didn't get approval to refund me I've been emailing and this people are scammers you w I ll never get to speak to someone

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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 suppose to be issue a refund on November 16 by the company according to my bank a refund wasnt issued until December 9 which means the company didnt put in my refund when they were suppose to causing me not to get my refund within the time that they advised me in an email that I would. The company has their customer service department and finical department ran out of ******. Theres no supervision over the representatives. Every time I ask to be speak to a supervisor I get hung up on. The company shouldnt be able to be available in ******* if they dont follow correct business practices.

  • Initial Complaint

    Date:11/21/2024

    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.
    After 14 days still no refund from Nov 7th 2024 contract company and issued not resolved. They keep saying 1 to 2 days for refund and not keeping there word. Can not talk to higher up and need issue r as resolved please.

  • Initial Complaint

    Date:11/15/2024

    Type:Product Issues
    Status:
    Unanswered
    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 used hotels ugogo to purchase two rooms for my family as we moved from ********** which came up to $127.12 but when we got to the hotel the receptionist told me she cancelled the reservations because it was past 6pm and to call customer service. When I did I had to call multiple times until I finally was able to talk to someone and she did tell me I would get refunded in 15 days. Within those two weeks I didn't recieve any refund and had to contact them again and they were able to resolve it, but when they did refund me they also took the amount back out from my account again and no one has gotten back to me about it.

  • Initial Complaint

    Date:11/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    September 2nd I purchased a hotel room from this scamming company. Once I arrived at the property they had no reservation for me and charged me full price for a room. I contacted hotelsugogo and they said I was a no show lol. Im like how when I was there and was charged full price for the room I already paid hotelsugogo for. Hotelsugogo says they spoke with a manager ***** and he confirmed my absence. Theres no ***** that works at the property. The managers had no idea who I was talking about and had never spoken with anyone representatives from hotelsugogo. Now that Ive spoken with the bank theyre trying to CYA ummm no. They are crooks. Ive caught them in several lies over the phone and they hang up everytime theyre caught lol.

  • Initial Complaint

    Date:09/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Third party BUSINESS REFUSES TO REFUND MY MONEY. After hotel has already approved refund

  • Initial Complaint

    Date:10/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 reserved a hotel room through smshoteldeals.com on September 17, 2023 with check in on the 17th and check out on September 18, 2023 at the ******* *** in Louisville. They charged me $109.88 for the one night. On the 19th I checked my bank account and saw that ******* *** also charged me $88.21 for the same night. I called ******* *** right away and explained what happened. I was told I needed to contact smshoteldeals. I then called smshoteldeals. I was told they would investigate the issue. I then got an email on September 27 saying the charge by ******* *** was for incidentals and will fall off in a few days. On October 3, I called smshoteldeals asking where my refund is. I got another email on October 5 saying the hotel has confirmed a refund to me. I called smshoteldeals on October 13 asking to speak to a manager. I was told one would call me shortly. Tried calling and emailing on October 16. Now, nobody is answering me at all. I just want my money refunded. What was suppose to cost around $100 has now cost me $200.

  • Initial Complaint

    Date:09/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The hotels conditions were inhabitable. The ac was broken & there was construction starting at 5am in the morning . Called the company were I booked the hotel thru and they assured me since it was after hours I'd need to call back first thing in the morning to speak to an ********* customer support agent . When speaking with the hotel directly they said they had nothing to do with the refund which they shouldn't . The next morning I called ugogo and they stated I wait too long to report the issue and I'm out of my money with no type of credit or refund . Unacceptable, ******.com or *******.com would never handle a situation this .

  • Initial Complaint

    Date:09/09/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 paid for a hotel room through this business for $324.55. I then got home and found that they double charged me another $253.71 which is owed to me. I stayed at the ******* *** 8/27-8/31 in White Haven PA.

HotelsUGOGO.com is NOT a BBB Accredited Business.

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