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Business Profile

Hotel Consultants

Hotel Values Online

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 138 total complaints in the last 3 years.
  • 98 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:05/22/2025

    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.
    Made reservation with Hotel *********. Site did not disclose that it was not the actual hotel, that I would be charged a deposit and that deposit was not refundable. This is a scam and I contacted them within 24 hours of reservation when I saw credit card charge and they refused to return the deposit.

  • Initial Complaint

    Date:05/20/2025

    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 made a reservation on the Radisson hotel site and it pushed me to this third party for my reservation without my knowing. Before I hit the reservation button there was a note about a 72 hour cancellation policy prior to arriving. The date I booked was June 26th. I called and tried to move the date and was told I needed to cancel and there would be no refund. During the booking process they changed it from 72 hours prior to arrivial to non-refundable and told me I needed to call the hotel to move it. The hotel was not able to move it as it was made through a 3rd party.I have tried emailing but there is no valid email address and I keep getting bounce backs. I have included a picture of the cancellation policy when I rebooked on the same website for the date I actually need which is June 23rd.

  • Initial Complaint

    Date:05/14/2025

    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 booked a hotel stay on what I believed to be Canadian Hilton website for 3 nights for a stay in ******. I was charged in USD with an additional service fee of $321.02 usd., which only showed up after the card was charged. This site is a scam, they force you to pay up front and charge a 30% plus service fee with no indication this will be added.Avoid this site or will cost you big.

  • Initial Complaint

    Date:04/06/2025

    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.
    First, I thought I was on Hampton Inn website, but evidently had been redirected to this third party site that leads you to believe you are dealing with guest reservations directly from the hotel. I booked two nights for a weekend in ******, **. It showed me a prices of around $360. I believed this was for both nights, minus the typical hotel fees and charges, because it was similar to what other parents of our ball team had paid. I entered my card information and went to click on the next page. I expected to have a chance to review the final charges, but instead it said your reservation is confirmed. I got an email showing a total of about $870. I called and tried to get a refund 5 minutes later and they refused. I called the hotel directly and they said they could not do anything since it was a third party. The hotel allows you to cancel up to 24 hours prior yet these people will not give me a refund. The room selection upon booking says you can cancel up to April 24 for free. It is April 6. This place is a total scam.

    Customer Answer

    Date: 05/08/2025

    Although I never heard from the company again, I received a credit back to my bank account after my bank disputed the charge.

  • Initial Complaint

    Date:04/03/2025

    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.
    On April 2, 2025 I went online to book a hotel reservation at a ******** property in ********, ******. I hit what looked like a link to the hotel and recognized the pages from a similar reservation at the same hotel a month earlier. I completed the reservation and paid. When the confirmation came through it was only then that I discovered that my reservation had gone through a third-party booking firm: "Guest Reservations" and "************************************************". It was then that I saw the "Tax Recovery ***************** Fees" totaling $201.74 for the two-night stay. I went to the Marriott site and looked at the same type of room for the same period and saw that the taxes would only have been $99 for the two nights. I went online and found that many, many people have been victimized by this and similar third-party outfits.

  • Initial Complaint

    Date:04/02/2025

    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 went to the hotel website to book a room and was unknowingly redirected to a third party booking agent. At no point during the reservation did it say my reservation was non refundable. I didn't find this out until my confirmation email. I never would have made the reservation otherwise as attending a youth sporting event it is always subject to cancellation or change. It took multiple times to get the booking company to answer the phone and they kept giving me different answers. Basically this is a scam and I want a refund of the one night I can't use because that information was NEVER disclosed during the booking. It also states the hotel is in the Best Western chain and it is not. It is an independently owned hotel.

  • Initial Complaint

    Date:04/02/2025

    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.
    On 26th March 2025 I booked a hotel room on what I thought was the official Sofitel London website. The advertised room rate was 183 (GBP) and this led me to enter credit card details. I received instant email confirmation but was horrified that I had been charged a 50% service charge so the total was $359.57 - 283 at current exchange rates. I tried to call but the number given would not answer. I immediately emailed them to cancel but have had no response. This business appears to use ********************** as a front to disguise the fact it is not the genuine hotel website. I wish to cancel and obtain a refund.

  • Initial Complaint

    Date:03/31/2025

    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.
    This complaint is in regards to whoever is booking people, as well as myself through something called ************************************************ This ************************************************ is SCAMMING people with their twisted way of doing things and charging peoples credit cards high dollar amounts. I got scammed out of $656.56 when the 2 night stay I was wanting cost less than that. I went to a hotel website, read their cancellation policy since I was booking 8 months in advance, checked room availability and the website. I saw that you could book online. Gave info, including my credit card, then got a pop up to Exit or confirm. I chose to exit because I realized this was booking for a King size bed vs the 2 beds I wanted since there was 4 in my party. I got to exit, however, within seconds I get a text stating I had confirmed. Dates were in the text, but no confirmation number and I had exit the booking vs confirming. Then I get an email. I call the # on the email to cancel as I had already viewed the cancellation policy on website. The person I talked to told me I would only get refunded a portion because they had a cancellation fee. I was angry because the website for the hotel doesnt state that. I immediately contacted my credit card to dispute the charge.Jumping forward, my credit card found in favor of ************************************************ and Im going to try to deal with the dispute again because what happened next is interesting. I left a bad review for the hotel. The hotel manager left a message to me on my review to contact him. I did. He said the online booking was through *********** We ended up having a 3 way call with myself, the hotel manager as well as ***********. What happened was through the hotel website, rather than getting ***********, I was sent to another site (this ************************************************) who took my info and booked a room charging more than normal and this ************************************************ booked room through *********** for actual room at the hotel and ************************************************ profits off this and has their own cancellation fee!

    Customer Answer

    Date: 04/01/2025

    According to the place I have my credit card, they informed me this afternoon when I called them again that it was a place called Priceline Partner Solution that has bank that my card sent money to. So Im assuming this hotel ************************** is them or a partner of them.  My credit card company contacted them and in letter I attached it claims the companys response was that I agreed to those charges, which I did NOT do. I read the hotels cancellation policy since I was booking 8 months in advance for just in case something happened and I had to cancel and believing I was booking through the hotel directly I should not have been charged anything. The hotel is ****** on the Lake which is in Lake of the ******, **. Call and ask for the Revenue manager/ hotel manager as weve had several discussions about this even a 3 way call with someone at ***********. The managers name is ****** *****

  • Initial Complaint

    Date:03/31/2025

    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 cancelled my reservation, Booking number R5534205958, on March 24, 2025. I received a reservation cancellation confirmation e-mail that indicated that a refund of $3,156.53 would be credited back to the credit card I used within 3-5 business days. As of today, March 31st, I have not received the refund. I tried calling the numbers on the e-mail for assistance, but got nowhere. The numbers they indicated are ************** or **************. The e-mail indicated the website: *************************************************************** When I saw that website name, I read that it was a scam. Please help get my money back. Thank you.**** *****

  • Initial Complaint

    Date:03/29/2025

    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.
    Date of transaction: March 6, 2025 Amount USD ******* Nature of the Dispute: Abusive Practice. By mistake I press the confirm button at 7:35 pm and cancel the reservation at 7:54 pm and they refused to give me the money back or even re install the reservation I paid for.Hotel Values has not tried to solve the issue in any way. They don't even answer emails .

Hotel Values Online is NOT a BBB Accredited Business.

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