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:01/17/2023

  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 23 December, I was scheduled to fly from ******* to ************************. The flight was cancelled after we had already boarded. I had reserved a room at the ****************** for the 23rd through 26th of Dec. However, I had booked it through Hotels One, which is part of Expedia. When I called the hotel to see about a refund or credit, I was advised to contact Hotels One. I contacted Hotels One, and they attempted to contact the hotel. I was told that the manager of the hotel was not available, but I should hear something in 48 business hours. A couple of days later, I again called the hotel to see if the manager was in (he was not) and stated that I would be happy to have a credit rather than a refund. They gave me the manager's email, suggested I contact him directly, and said that dealing with a third-party booking agent is "tricky." I emailed the manager, reiterating that I am fine with a credit, asking if Hotels One had made contact, and if he would let me know what the status of the request was, if I needed to contact Hotels One again, etc. I never received any response. I followed up with Hotels One, and got an email confirming that they had contacted the hotel. This was on 8 Jan. ****** a week later, I have heard nothing back from the hotel. I appreciate that there may be complications between the third party booking and the hotel, but I am not pleased that the hotel will not communicate with me. My flights were canceled; having to cancel my reservation was not my fault.

  Business Response

  Date: 01/17/2023

  As the reservation originated through a 3rd party site we offer no discounts as we are charged a fee by them.  We encourage all guest to book directly with the hotel as they are better able to assit when problems arrise.

• Initial Complaint

  Date:11/07/2022

  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.

  I was looking at the internet site, and I did not click confirm, and all of a sudden, their site says confirmed and no cancellation. I immediately called, canceled within seconds, and emailed, and it was canceled before the scheduled dates. How can they possibly charge my credit card ****** when they've rented the room to someone else? It's canceled and re-appointed to someone else. This should be against the law. I realize that stuff happens, and if they can't re-rent the room, then yes, it should be covered, but they can re-rent it because I did not confirm the stay. I did not click confirm, and their system automatically said I had a reservation then I immediately reached out 1 minute afterward and couldn't get in touch with anyone, and the site wouldn't cancel it, and then the next day, the site canceled it before check-in. It was canceled before the reservations, so I should be charged.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair 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.

  9/12/22Booked a room at the ****************** in BrooklynCalled ****************** and they said they don't use HotelsOne.comRefund of the charge of ****** done within seconds of booking on what looked like the hotels official site.SAID I COULD MODIFY AND NOW WHEN I PRESS THAT BUTTON IT GOES STRAIGHT TO AN ERROR CODEItinerary # ***************/22/22 - 9/23/22

• Initial Complaint

  Date:08/25/2022

  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 never requested to have my hotel listed with HotelsOne.com and, as the hotel owner, I am not able to get HotelsOne.com to take down the listing. No one will return my calls or email requests. HotelsOne.com poses as though they work here at my hotel, and they enforce their own policies, such as keeping one nights rent upon cancellation. Since customers are led to believe they are dealing directly with the hotel, they are quite dismayed to learn that we did not take their money and cannot refund their money when HotelsOne.com refuses to do so.I do not want my hotel to be associated with this scam and want my listing taken down immediately.

• Initial Complaint

  Date:08/25/2022

  Type:Sales and Advertising 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.

  August *****, 2022 made reservations through hotelsone.com for ************************* in ******** *********. When I tried check in, reservation desk had nothing and we had no room.Confirmation number ************* I was told I was scammed. Caused great distress.Please help.