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Business Profile

Hotel Consultants

Hotel Values Online

Headquarters

This business is NOT BBB Accredited.

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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:09/27/2023

    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 Monday September 25, 2023 I attempted to book a reservation for The *******************. When I was waiting for the verification code I realized I did not have the right date. I did not enter the verification code and exited out of the transaction. I was then charged for the reservation. I called the company and they said that they were unable to see that I did not input the verification code and would not issue a refund. If you also go to the website it leads you to believe that you are booking directly from the The Graduate. I also booked a room for October 15th and 16th and needed to change the date to the 14th to 15th and they stated that their system was unable to make a change in dates. Although the phone system lets you have an option to change the date and once you speak to a person they state you cannot change the date.

    Customer Answer

    Date: 09/27/2023

    I also found that they go under other names Get a Room Legal with the address of ************************************************************** and priceline.  My email says thank you for using Guest Reservations.  When you type in Graduate hotel providence on ****** the address is **************** rovidence.guestreservations.com/ which leads you to believe that you are booking directly from the hotel.  

  • Initial Complaint

    Date:09/11/2023

    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.
    On July 14, 2023, I thought I was on the direct website for Holiday Inn Express for Mount Airy, NC. I booked a room at the rate of around $160 for the night of August 10. There was no cancellation policy posted, but I am familiar with Holiday inn expresss cancellation policies and usually you can cancel within 7 days of the reservation or even 24 hours before. As soon as I booked it, a confirmation popped up saying I was charged $241.39 (extra $80 for a service fee. ) This fee was nowhere in sight when I made the reservation. I would never have agreed to pay such a ridiculous fee ((50% of the cost of the room!!!). It also suddenly said it was no refundable. This was also nowhere in sight when I made the reservation. I immediately (within one minute) canceled the reservation. They refused to refund me. Said they would look into it but it was up to the hotel partner. Later told me the hotel denied it. I called the hotel directly, and they told me this wasnt true, they were never contacted. They would have granted the refund no problem. I made a direct reservation and paid for and still stayed at this hotel on August 10, so I essentially paid for this stay twice. The hotel told me this had nothing to do with them, and it was the booking company refusing to refund the money. Additionally, the hotel had the reservation under booking.com. I really dont know what fraudulent business this hotel values is in or what their real name is, in but it is a complete scam. They are deliberately misleading people into thinking they are on a different website, charging ridiculous hidden fees, and then once the scam has been pulled off they wont refund per their policy. They never actually canceled my reservation with the hotel - they said they would do that even though they refused to refund me. I had to clear that up directly with the hotel. It is outrageous that this fraudulent company is able to get away with scamming people like this.

  • Initial Complaint

    Date:09/08/2023

    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 hotel reservation for my wife, thinking I was utilizing ************* website.
    After completing the transaction, I found that I had been charged $220.42 in hidden fees
    I immediately cancelled the reservation and received a confirmation email (see attached screenshot) confirming the cancellation.

    I have not received the refund and when I contacted the company, the representative said no refund would be issued.

  • Initial Complaint

    Date:08/30/2023

    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.
    On August 9, 2023 I did a ****** search on Super 8 Hotels so I could make a reservation for a trip on November *****, 2023. I went through the reservation process and chose the less expensive option that was non-cancellable. I was quoted $314. I confirmed and gave them a **** credit card to book.Later that day I received a phone call from Chase/**** saying there were a number of attempts to charge my card from Hotel Values, that we had no previous history purchasing from them, and asking me if I wished to allow the charge to go through. At this point I was getting nervous and I agreed that *****/**** hold this charge and any other charges by the Merchant.I later received a confirmation not from Super 8 but from Hotel Values for $411. Subsequent investigation revealed that Hotel Values intercepted my ****** inquiry, displayed their website to simulate Super 8 website, and was actually a 3rd party booking site that scammed me by coning me into thinking I was booking with Super 8 and adding a $95 fee. They subsequently managed to get a charge to go through to Chase/**** for $411. I called Chase/**** and they replied that my only recourse was to dispute the charge and hear Hotel Values side of the story. Hotel Values will clearly state that the reservation is non-cancellable and close the case. On top of this, I requested cancellation of the reservation. Hotel Values canelled the hotel room they booked at the Super 8 yet clearly have no intention of issuing a refund.This is a scam and I do not understand why they are allowed to continue to operate as a legitimate business. They clearly falsify who they are, add no value to the reservation process and in my view steal their customer's money by adding fees to the cost of the hotel.

  • Initial Complaint

    Date:08/23/2023

    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.
    On July 2, I was making a last-minute hotel reservation for the 4th of July and using a well-known travel site. My booking was hijacked by this company. The upcharge for the two-day stay was more than the cost of a single day. At no time was the upcharge disclosed prior to booking. I immediately called for a cancellation with minutes of receiving the confirmation and was told I would have to pay for a day. I disagreed and decided to pursue a dispute with my credit card company. To date it has been unsuccessful. This company engages in deceptive practices and needs to be closed. Highly unethical.

  • Initial Complaint

    Date:08/14/2023

    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.
    Paid for 2 nights, hotel said they received $57 for one night only and kicked ** out. With all this company's fees we paid $92.24 per night, definite scam. Tried to contact them their response was the hotel said it was non-refundable.

  • Initial Complaint

    Date:08/01/2023

    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.
    On 7/27/10 I booked a hotel through what first said booking.com and then somehow turned into hotel values. Where the advertised price was $159. Once the booking was complete it somehow turned into $361.04 and a policy of no refunds popped up after payment. When we got to the hotel the pool was filthy with trash floating in it, the elevator and facility smelt like a ******************* concert, and the toilet didnt work. We had to get another hotel. The first agent I spoke to said she needed a managers approval for a full refund. The second agent said only 50% would be given. This has been the worst experience, false advertisement, and customer service we have experienced and it was on my sons birthday at that. I want my other half of the refund when accommodations could not be made and we were left with a plunger as the toilet could not be fixed, they had no other rooms, and we had children.

  • Initial Complaint

    Date:07/30/2023

    Type:Sales and Advertising 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.
    Booked a hotel stay. The company did not disclose additional service fees until I booked with my credit card. They are charging me $140 in service fees for a $275 stay. All of these extra fees were not disclosed upon booking. This is a scam and I want my reservation cancelled and all of my money refunded for a total of $415.63 asap. This is a fraudulent website. Reservation Confirmation #R4317414625.

  • Initial Complaint

    Date:07/14/2023

    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.
    On 7/3/2023 I attempted to reserve a hotel room at the **************************. I ******D the hotel and clicked on the link to the hotel (I thought) that was the at the top and directly adjacent to a picture of the hotel. This is what the link showed "***************************** - (Great Online Rates) Book Now hamptoninngeorgetown.guestreservations.com". The website showed hotel pics, room pics, etc and there was no reason to otherwise think I wasn't reserving on the hotel website. After reserving and getting confirmation with $140 in extra fees did ************ did not actually reserve through the hotel website but rather through HotelValue.com (Value?? Funny!!). I immediately contacted the hotel to cancel the reservation and they sent me multiple emails verifying that my reservation was canceled, but now they are telling me that their "3rd party vendor" will not honor the cancellation so they will be keeping $500+ AND not honoring the reservation even though the hotel states that they are willing to cancel the reservation for us. The "3rd party vendor" is apparently Priceline.com. So we cancel our FRAUDULENT reservation within 30 minutes and are out the room reservation AND the $500+??? This is complete fraud and borderline illegal activity. I will be contacting the ***** Attorney General to file a grievance against this company. They know what they are doing with their ad placement and wording on ******* It is intent to deceive and ****** is complicit as well. I WANT MY $$ REFUNDED!!

  • Initial Complaint

    Date:03/21/2023

    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.
    Refusing to refund money for a reservation that had to be canceled last minute due to health reasons. I understand that the first night of a 4 night stay would have been unrefundable, but the final 3 certainly should have been. This feels illegal to me and several people.

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