Complaints

This profile includes complaints for HotelsOne.com & Eurobookings.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HotelsOne.com & Eurobookings.com

  5810 Santa Maria Ave Ste 205 Laredo, TX 78041-3004

• 

  Hotelsone.com

  5810 Santa Maria Av #205 Laredo, TX 79041

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:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Made a reservation on the website on Monday 5/19. It appeared to be the actual hotel site. I tried to cancel on 5/21 but was denied. After calling their number and speaking to a rep, she said shed send an email to the hotel. Then I called the hotel. They didnt even have a record of the reservation! I was charged for the full amount of the stay on my AmEx already! (Its 5/22) No reservations, and charged for 4 nights!

• Initial Complaint

  Date:05/13/2025

  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.

  I am writing to report an unauthorized transaction on my bank account of $818.31 made by Hotelsone hotelsone itinerary# *************.On May 7, 2025 an unauthorized debit of $818.31 was processed from my bank account. I did not authorize this transaction.I attempted to make reservations at the **************** through ****************** website. Unbeknownst it was *********'s website as it misrepresented itself as Great Wolf Lodge. I made reservations for May 23, 2025 for a party of 4 ($569.00). I inputted my credit card information into the system before hitting or even given the opportunity to select agree or submit/approve transaction, I hit the back button to adjust the date and number in party (to May ***** for a party of 7). Later when the system would not allow me to make the adjustments I Logged out and attempted to log back into the website but couldnt. Ironically I logged into my bank account and realized ********* had made an unauthorized transaction of $818.31 out of my account. I immediately notified Navy Federal.On May 7th and 8th 2025 I sent 3 emails and 1 message to *********. I explained to them what took place and asked them to refund me the unauthorized transaction. To this day no one has responded. I also called ************; the phone rings, places me on hold and then disconnects.I reiterate that I did not authorize this transaction. I am a retired veteran on a fixed income. I would never authorize $818.31 for a ONE night stay at **************** or any hotel. Specifically, I request the following:* A full refund of the unauthorized amount of $818.31 to my bank account.* A thorough investigation into how this unauthorized transaction was approved and authorized as I was not afforded the opportunity to submit/approve this transaction.Please let me know if addition information is required.Thank you.******* *****

• Initial Complaint

  Date:04/26/2025

  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.

  We paid Hotelsone for reservations at ********* by Marriott in ******* CA for 2 rms from 3/31-4/4. This was a prepaid reservation. When we checked out the ******** charged us for the rooms again stating that they had not received payment from Hotelsone for the rooms!! We have called Hotelsone multiple times and have sent several emails and a typed letter of request for refund of the amount Marriott charged us. They do not respond!! The customer service agents have made unfulfilled promises of resolution but still nothing! So we paid over ******* for a ******* reservation. They took our money but did not pay the hotel. Any help you could provide will be very much appreciated!! Attached find the statement from our credit card for hotel charges along with copy of the charges from Hotelsone for the reservation paid in full 1/11/25 Thank you! For your help with this matter.

• Initial Complaint

  Date:04/04/2025

  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.

  ************************************* Atlanta ********** itinerary: ************** Check-in 4:00pm Wed, Apr 2 Check-out 10:00am Sun, Apr 6 4 nights, 2 adults, 2 children, 1 room Deluxe Suite, 1 Bedroom, Non Smoking, Kitchen Non Smoking *****************************************************************************************************************************************************************

• Initial Complaint

  Date:04/02/2025

  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.

  Several complaints related to a fraudulent representation and lies about cancellation policy... 1. The representative lied about being a reservation host for the hotel (i.e., they worked for the *****************). 2. The representative lied about their refund policy. 3. When I received the confirmation email and realized I had been scammed and LIED to I called to cancel. 4. When trying to cancel because the booking was made for the wrong hotel tower and fraudulently, the representative said I agreed to a 33% charge for cancellation. Again, a COMPLETE LIE, as I asked about the cancellation policy specifically when making the reservation!! 5. When you call to cancel and "press 2" (as instructed) you are told "this line is for new reservations only", and there is NO other number to call for cancelling or inquiring about existing reservations (so I pressed "1" and told them i needed to cancel because they lied). (They do not want to field any calls unless it's about a new reservation). 6. I requested a full refund of $680.55, which is what I was told I would receive over the phone.

• Initial Complaint

  Date:03/05/2025

  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.

  I searched the website for Fenwick in in ************* and thought I was on the hotels website. It was hotelsone.com. It said the hotel was refundable and after the purchase it indicated it was non refundable. It was a bait and switch. I am over 55 years old. This is extremely upsetting to me. I would not have purchased this if it was non refundable. I called the contact number on the site and was told it was not correct and given another number to call with a different company. I called the hotel and was informed it was a pet friendly room which I cannot stay in because I have severe allergies. I talked with hotelsone.com and they couldn't refund the room. Please assist. If this is happening to me this is also happening to other consumers. Thank you

• Initial Complaint

  Date:03/05/2025

  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.

  I planned to attend a continuing medical education conference in ************* at the ***********. The conference organizer is called ********************************** (*****, **). On January 2, 2025 I used the Educational Symposia (ESI) website to register for the conference. I thought I also used a link on **** website to get a room with a special conference rate of $479 per night. Somehow I got directed to the website of HotelsOne. I did not know better, because that website looked like it belonged to the ************ I booked a hotel room for February 8 to 13. Since I used the link, I thought I was getting the conference room rate. The cancellation policy wasnt apparent or obvious at online checkout. Per the cancellation policy on the *** website, I had until January 17 to cancel. I checked my credit card statement about 13 days later and saw that the hotel billed me at a regular rate of $1301 per night plus fees. On January 16th I went back online and cancelled the room, because they did not give me the conference rate and I cant afford it. According to the Hythe, the cancellation policy is one week after reservation. But that wasnt apparent when I booked with HotelsOne. So, because I didnt get the conference room rate, I didnt get the conference cancellation date of January 17 as per ESI.When I canceled, I discovered I wouldnt get a refund. Since then Ive contacted the Hythe and they refuse to help because I used a 3rd party reservation service (HotelsOne). HotelsOne wont provide a refund because of the Hythes 1 week cancellation period. *** wont help because I used a 3rd party reservation service - which I think I got to via their link.The most important thing I want to convey is that when I finished the reservation I felt elated to get the room at such a great rate ($475). But when I found out otherwise it all seems like a bait and switch. I would never knowingly agree to pay $1301 per night. I think I was completely cheated by HotelsOne.

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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 was attempting to book a room at *********** (**************************************************************) directly through their site. After receiving a quote for a lower amount, I proceeded with providing my credit card information and was unknowingly redirected to the Hotels One site, and the final price charged was significantly more due to their "Mandatory fee", "Tax Recovery and Service fees" and "Sales Tax" (which appears to be charged twice.I have previously stayed at the Natchez and booked through their site direct, and everything was identical until the bait and switch at the end. This is outright fraud, and I would likely to rescind the transaction to book directly with the hotel.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 12/28/24 I booked a room at the ***************** for2/15/25. I thought the number I called was directly to the hotel, & the phone was answered Bowie House reservations. They told me they had only 1 room left for $2115.21, including *********** which I thought was very high but booked to be with friends. I also bought a refund protection plan for $206.23, which I was told would guarantee a refund if we cancelled. I later found out that there were equivalent rooms available at this hotel for $879, so I cancelled this room on 12/29/24. I then received a text that I would be refunded only $1480.65. I replied that I had purchased a refund protection plan, so I should be refunded for the total cost less the amount I paid for the plan. I never heard back from them.

• Initial Complaint

  Date:10/29/2024

  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.

  HotelsOne.com appears to use deceptive business practices to lure customers and misrepresent their policies. Heres a summary of my recent experience:When searching online for the ***************** in ************, the first link that appeared was a HotelsOne.com webpage, though it initially looked like the official hotel site. This landing page used the hotel's photos, address, and even a local Indianapolis phone number, with no clear indication that I was on a HotelsOne.com site.Attempting to book online, I noticed that none of the hotel rates were refundable. To confirm the policy, I called the number listed *************). At no point during the call was it mentioned that I had reached HotelsOne.com. After selecting the option to make a new reservation, I spoke with someone named ***** (possibly a pseudonym), who assured me that by booking over the phone, my reservation would be refundablea significant factor in my decision.After making the reservation, I again confirmed with ***** that it would be refundable. However, when I received the confirmation email, it stated that the booking was non-refundable. Shocked, I immediately called back to address this discrepancy and requested to speak with *****. I was hung up on.I tried calling several more times, and each time, I was either hung up on or given inconsistent responses. When I asked if I was speaking to the *****************, the representative initially affirmed, saying, "Yes, this is reservations," but disconnected when I inquired further about my reservation. Another representative finally said I had reached Expedia and needed to be transferred to HotelsOne.com customer service. As you can see in the attached documents, there is no indication that this is HotelsOne.com. I was led to believe I was dealing directly with the *****************.