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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:03/23/2024

    Type:Customer Service 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 a website I believed to be the actual Hotel I always stay at . I just want my money returned . I was mislead by a deceptive website . I instantly realized a mistake was made and I placed a call and was told I wouldn't be refunded and thst I should give away my ****** booking 10 states away from where I live to somebody. Please shut this scamming deceptive site down . No compassion or understanding from a very rude representative. Confusing because I called within 10 minutes and the actual booking is 40 days away.

  • Initial Complaint

    Date:03/16/2024

    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.
    My daughter thought that she was contacting the Homewood Suites and putting a hold on a room. She ended up making a purchase. At the time she was 17 years old and unable to check herself into her room, which is why she was not attempting to purchase, but instead put a hold on the room. When she realized that the card was charged, she immediately called me. I called the company which has many names. The first time that I called, they said that the companys name was gettheroom.com and the second time that I called, I was told that the companys name was hotelsdirect.com. I asked the (rude) representative for information on the company and she eventually did share that the company was out of *****. I let the representative know that my daughter was not old enough to book a room because shes not old enough in our state to be able to get checked in. They stated that there was no way that they were going to cancel it. I called the Homewood Suites and spoke with an individual named ***** and he did let me know that they would not allow her to check into the room and that they were more than willing to refund the money as long as the reservations company was willing to refund us the money and not hold their money . He also told me that somehow they had two charges under my daughters name. ***** immediately refunded the second charge so that my credit card company could refund it. But he said that he is not able to refund the initial charge unless the reservation company agreed to refund us the money. The reservation company would not agree to refund the initial charge so we found ourselves in a pickle.I have an outstanding $332 charge on my Discover card that I am currently disputing and do not know if I will be successful in getting a refund. I explained to the reservation company I did not appreciate that they are targeting young people and not asking for dates of birth when they know that youth, under the age of 18, cannot check themselves into a hotel room.

  • Initial Complaint

    Date:02/18/2024

    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 thought I was on the Wyndham site I erroneously booked online but cancellation policy stated CANCELLATION POLICY Each room in this reservation is subject to the following cancellation policy: Cancellations before 04/03/2024, 05:00 PM (*******/********) are fully refundable. Bookings cancelled after 04/03/2024, 05:00 PM (*******/********) are subject to a fee of ****** USD. There is no refund for no-shows, early checkouts, or cancellations after 04/05/2024, 10:00 AM (*******/********).when I didnt get my money refunded in two days I called and was told there is a no refund policy - I had over $600 stolen in minutes - they keep emailing me to call the hotel I did call and the hotel has not been paid either and cant offer a refund

  • Initial Complaint

    Date:02/13/2024

    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.
    I booked a stay at the Renaissance by Marriott ******** Airport Hotel (*****, *******) on January 14, 2024, Booking Ref #******** Confirmation #***********.
    Travel plans changed and I cancelled the reservation on January 20, 2024 (see attached). The cost was not refunded to my TD Visa Card. The cancellation policy does not include cancelling before the February 29, 2024 date but rather indicates no refund for no-shows and early checkouts. I called the hotel directly and they indicated that hotelvalues had informed them of the cancellation.

  • Initial Complaint

    Date:02/09/2024

    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 went to Holiday Inn's website to book a room for July 26th-28th.Somehow, while selecting my days, the web somehow flipped me away from Holiday to Hotel Values . At the end of the transaction, my $159 room became $188 a night + $115 in fees. Totaling $507.57. Also, the refundable room at Holiday, became non refundable. I immediately tried to call that company. Cannot get a human.The Holiday Inn in ******* did cancel, but said it is up to that company to refund. Upon searching online, 99% of reviews showed others were scammed.The amount is pending with ************ I do not want to be charged due to fraud / scam.

  • Initial Complaint

    Date:01/10/2024

    Type:Customer Service 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 through hotelvalue.com and the dates were incorrect after I booked. I called immediately (within 5 minutes) of making the reservation to modify and they said they cannot modify my reservation. I was immediately charged the $200 and nobody will help me modify my reservation. I have been forced to cancel it without any offer of a resolution. They will not transfer me to anybody else to assist. I am now out $200 for a reservation I was willing to modify and nobody in the company nor the hotel I booked through will assist me.

  • Initial Complaint

    Date:12/23/2023

    Type:Service or Repair 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.
    I booked a hotel room and realized I booked the wrong dates shortly after booking. I cancelled immediately and received a cancellation email. I noticed my money was not refunded and contacted the company. They said they need to reach out to their hotel partner to see if they can verify the cancellation with the hotel and refund the money. In the meantime, I reached out to the hotel directly and they told me the booking was in fact not cancelled. They were able to cancel it for me and assured me the booking was cancelled and a FULL refund was issued since it was cancelled within 48 hours. I then received an email stating the hotel partner won't issue a refund. Upon receiving the email, I again contacted the company again stating I had a conversation with the hotel, and they assured me a full refund was issued. *********** then asked me to provide proof of this cancellation and refund. I again contacted the hotel who gave me further insight about how the third party process works and gave me a cancellation number (********) along with approving manager's name. I called the company and provided them with this information, still getting no resolution other than "we will contact our hotel partner and get a response in 5-7 business days." *********** has already been refunded the money per the hotel and they refuse to refund me my money. Mind you this has all happened within 24 hours! This is a scam to s**** people out of their hard earned money. I have also reported this issue as a scam.

    Customer Answer

    Date: 12/27/2023

    This has been resolved with the listed business. Thank you for your help. 

  • Initial Complaint

    Date:12/18/2023

    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 tried booking a hotel room and somehow got charged by this fraudulent company. They charged me double the price they quoted online. I'm reporting this as fraud to my bank as well

  • Initial Complaint

    Date:10/18/2023

    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 was on booking.com looking for a hotel for Oct 8 - 10. I put in details and searched finding availability. Clicked to reserve ****************** in *******************. To see the total, I entered in payment information but did NOT submit confirmation. We then received an email from hotel values with a reservation with the cost ****** more than advertised. They are a scam site disguising themselves through booking.com.Once you put in any of your details, you cannot cancel, get a refund. No help when calling. I did NOT confirm this reservation and the money was immediately taken from the payment information I had put in just to see what the cost would be. Scam. Be careful!

  • Initial Complaint

    Date:09/27/2023

    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 made a reservation directly with a Hotel in ******. The accepted charge was $897.16. Hotelvalue.com somehow got involved in the transaction and added $444.56 of bogus "service fees". The Hotel showed me what they were paid which was the $897.16. They essentially co-opted the front end of the Hotel website and added this amount to the transaction and charged my CC accordingly without my approval. The complaint sites are full of examples just like this about this Hotelvalue.com. They need to be investigated and charged with theft.

Hotel Values Online is NOT a BBB Accredited Business.

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