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:09/18/2024

  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.

  Pretended to be hotel. Charged me for 3 or 4 reservations.

• Initial Complaint

  Date:09/11/2024

  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.

  This happened on 6/21/24 for the amount of $260.16 when I checked in the hotel. When I arrived the clerk told me I had 2 reservations I told him that I only reserved 1 room then he said you have ********** and hotels one. I said only reserved with **********. He then only gave me one room and I called my bank about it and they were to investigate. Two months later my bank says that the charge was correct. I called hotels one that I never reserved with them and I called the hotel and verified only one room I received. But hotels one insist I did reserve and no refunds. I did not know that was reserved when I showed up to the hotel. I did not do it and I never have reserved on their website. My bank will not refund me because hotels one is saying I reserved it. I want my refund something needs to be done.

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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.

  On August 13, 2024 I went to the *************'s official homepage (**********************) to make a 3 night reservation. On the homepage there was a "Book Now" button in the upper right hand side of the webpage. I clicked on it and made my reservation. There was zero indication that I had entered a third-party booking service. All fonts, colors, and Hotel Concord logo had been cloned to match. There was no indication that I would be charged an additional $145 mandatory fee, or that the nightly room rate was inflated. It wasn't until the charge on my credit card went through the following day for $1,111.46 and I noticed that the vendor wasn't the Hotel, but "HotelsOne". I contacted "HotelsOne" via phone and was told that there was no refunds, or cancellations available. The Hotel Concord concierge said this had happened to other guests in the past and to contact their Operations Manager. I have emailed and spoken with them and they claim I must have booked through Expedia. While they have been very apologetic and kind, it doesn't seem like there is much the Hotel can do. As of August 30th, no funds have been recovered. My credit card won't refund the extra charges as they are lumped in with the legitimate hotel charge. I don't want anyone else to fall prey to this predatory billing practice.

• Initial Complaint

  Date:05/22/2024

  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.

  On May 15, 2024, I made a `telephone reservation for *************, *****, **. I used the telephone number provided by the click-to-call feature on a website that was designed to deceive consumers they were calling the ************* directly. The Hotel Paisano address, branded name and deceptively similar logo were prominently featured on the webpage in a manner that implicitly misrepresented the website and click-to-call number as operated or sponsored by the hotel. In fact I was directed to a call center that I later discovered was operated by hotelsone.com. The call representative continued the deception and never identified the call center as hotelsone.com.I was told by the call rep my credit card number was needed to hold the room and it would not be charged. I was also told the cancellation policy was no cancellation charge if cancelled 48 hours before the check-in date.Soon thereafter I received an email message from my ********** informing me merchant "HOTEL ********** PAI", charged $1068.80 to my card. The merchant name was again devised to deceive me into believing it was being charged by the *************, not hotelsone.com. I then received an email from ***************************** with an invoice detailing the room and other various items totaling $1068.80. The invoice also contradicted the phone rep and said a 1 night. Room rate and taxes penalty would be charged for cancellations effective immediately. ALL OF THE CREDIT CARD CHARGES WERE MADE WITHOUT MY EXPLICIT KNOWLEDGE OR CONSENT!Hotelsone.com went to extraordinary lengths to misrepresent the website, click-to-call telephone number, call center and charging merchant as the *************. They failed to make disclosures of material information regarding their identity, hidden fees and unauthorized credit card charge. The deceptive acts and practices of hotelsone.com were contrary to Section 5 FTC Act 15USC45. I am requesting a full refund of $1068.80

• Initial Complaint

  Date:10/09/2023

  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.

  On Friday 12/30/22 I called ************** and talked to a very rude non ******** lady regarding itinerary *************. I explained that I wanted to cancel my reservation and that ******************** would approve the cancelation. She spent 20 minutes giving me the run around and then said none of my information was in their system. She said I had no reservation to cancel and there would be no refund. I explained that all that information was on the reservation they sent me. I confirmed that she was representing Hotels One. I told her that I would contact the ** attorney general. She hung up. Subsequently I did contact the attorney general who sent them a complaint form which they ignored. Following my phone call the Ocean Inn GM refunded the monies that Hotels One had sent them. So now Hotels has all their money back plus my *******. I want my money.

• Initial Complaint

  Date:06/22/2023

  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 had hotel reservations that were made and paid for. ********* cancelled the reservations without any notice to me. I only found out by calling the hotel to confirm my stay and they said i wasnt in their system at all - not even as a "cancelled reservation".Itinerary # *************

• Initial Complaint

  Date:05/23/2023

  Type:Customer Service 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 unable to reach them through their phone number and they never call me back. I need to cancel a reservation. I have called multiple times on multiple days.

• Initial Complaint

  Date:03/22/2023

  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 called what I thought was the hotel directly. I noticed that the amount I was quoted was significantly different then the Fairmont website. I told the agent on the phone that I did not want to go ahead with the reservation. I knew something wasn't right. At the time, I didn't realize or remember that I even gave ********* my credit card card information. I then went ahead and booked a hotel room through Fairmont.com. When we checked into the hotel a few days later, the reception agent told me that we had 2 reservations under our name. She cancelled the one that was unauthorized through *********. I now see that ********* charged my credit card, even though I told the agent on the phone I didn't want to go through with the transaction. I cannot believe that ********* would charge my card when I specifically said not to. It's theft! This was all done over the phone and I'm sure that there are records of our conversation. *********** has said that they would verify the double booking and that they cancelled the fraudulent room, upon check-in. I have also filed a dispute with our credit card company. I'm very mad that this happened and cannot believe anyone would think this is a proper business practice. Thank you for any help you can offer, as well as help in warning other customers about *********'s unethical actions.

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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.

  I wanted to book a night at ****************** for the first time, and wanted to "pay later" so a colleague of mine could provide me with a discount at check-in. I searched for the hotel website and the first link was "******************************************************". Little did I know, this was a website that had a URL almost identical to the 1Hotel website, but was actually a 3rd party service provider. I unassumingly booked a stay at *************** through the website but there was no "pay later" option, so I continued with the only option I had to pay now. After contacting my colleague at 1Hotel to rectify the situation, she stated that my only option is to re-book and select pay later so I have to reach out to the 3rd party service provider, as the hotel themself could not do anything. I called the 3rd party service provider about 2 weeks ago and they said they have carried out the request with an email and I would hear back within ***** hours, I have yet to hear back. All I would like to do is cancel my current reservation and be able to re-book again with my colleague, and I feel cheated by a 3rd party service provider that confusingly shares an almost identical URL to the hotel I was trying to book with. Calling the 3rd party service provider has been no help, and there are *** reviews of this company stating they are poor to respond when it comes to cancellation requests, making me believe I am out of luck. The service provider should be able to provide me with a cancellation and refund, but is simply choosing not to respond to my inquiries.

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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.

  This business fraudulently posed as a hotel website which lead me to believe I was reserving with the business directly. I made a reservation for months in advance, and in turn my confirmation was for the following day. When I called to have this fixed, they told me they could not make the change and I would have to call and reserve another date with the hotel directly before receiving a refund. When I called the hotel, they informed me that was not what they instructed the operator from *********. This business is a complete scam and I want future travelers to be aware of their tactics. In the end, I am told I will be receiving a refund, but I can't trust anything they say at this point.