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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:02/26/2025

    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.
    I booked a hotel room under the impression I was talking with ******. When I received the confirmation email, it was from HotelValues. I called Hilton directly and they have no record of my reservation. I was scammed from HotelValues and am concerned now about the safety of my credit card and personal information.

  • Initial Complaint

    Date:02/25/2025

    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 through this fraudulent site thinking I was making a reservation through *******'s website. There was no chance to review the transaction so I didn't think it had gone through and mistakenly went back and tried to redo the reservation. When I called 5 minutes after realizing the mistake, I was told that both reservations were non-refundable. Additionally there were service charges that were not present when making the reservation. I called the hotel who cancelled both reservations and told me that they knew of problems with this entity. When I checked complaints on the BBB, I saw that many other people had the same problem. This company should be flagged a** deceptive and fraudulent and I would like to retrieve my money with your help.

  • Initial Complaint

    Date:02/20/2025

    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.
    ************************************************ impersonated Sheraton Hotel. And added a $90 service charge to my reservation that I didn't authorize.

  • Initial Complaint

    Date:02/18/2025

    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.
    Searched for ******** in **. The website (**********************************************************************************************************) came up as sponsored result. Theyre just another 3rd party site. For this hotel it said free cancellation. But in the booking panel, it lists taxes and service charges and then also a service fee. The former does not show a %, like other sites do. The ** taxes should be <20%. This site charges 50%! Easy to miss when booking multiple nights. And the service fee is a $12 non-refundable one. So they scam you on 2+ levels.I got an email receipt from ************************************************. It doesnt mention at all the $11.99 nonrefundable fee; they just charge your cc separately. I submitted a cancellation and got an email receipt, but the refund still hasnt shown up on my credit card. Site is predatory. I see theyre based in **, same as I. Im ashamed.

  • Initial Complaint

    Date:02/12/2025

    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 booked 2 hotel rooms online with this business on February 4, 2025. One was for my kids (2 queen beds) - reservation #R5427143164, I received a confirmation for this booking and noted that I had until Friday 2/7/25 at 3:59PM to cancel the reservation for a full refund. I then (8 minutes later) booked a 2nd hotel room for my husband and I, #R542715075. Since I had already reviewed the first confirmation for the refund policy and had only booked the 2nd room 8 minutes later the refund policy should be the same. Any normal human being would expect that. I then cancelled both rooms before the Friday deadline, due to a snowstorm which made travel impossible. The following week, I noticed that my credit card only showed a refund for one of the hotel rooms. When I called the hotel to inquire they said that the online service provider never notified them that the 2nd hotel room was cancelled. I called to speak with the online service provider and they were arguing that the room I booked 8 minutes AFTER the 1st room, had a day earlier refund policy! This would seem to be purposefully done to mislead customers. I think this is a disgusting business practice and will NEVER use this service again. They owe me a refund for that 2nd hotel room and need to take responsibility for being purposefully deceitful.

  • Initial Complaint

    Date:02/09/2025

    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 February 1, 2025, I attempted to make a reservation with a hotel for a wedding I am attending. When I clicked on what I thought was the hotel website I was unknowingly redirected to ************************************************ website. When I choose the room and put in my credit card it did not allow me to put in the "wedding code" for the group reservation so I exited out, or so I thought I did. When I checked my email I saw that the reservation was confirmed - which I never did. I immediately cancelled believing that I would get my refund. I hit cancel less than 2 minutes after the email came thru. I called a week later because I still did not get my refund only to find out that it is non-refundable and once you put your card in on this site you do not have to approve or confirm they automatically do that. This is obviously a scam because the actual room I booked on my real reservation was $134.I have disputed this with **************** but they need to do what is right and refund since they do not even allow a customer to confirm the reservation in anyway.They were rude on the phone and told me "too bad" and refused any other explanation. I even asked for them to re-instate the reservation and thought I would just cancel the "real" reservation and just move on and they told me that was not possible. They would not work with me at all unless I paid again.

  • Initial Complaint

    Date:02/06/2025

    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.
    Transaction date - 10/9/2024. Googled" hotel near the **************" and found DoubleTree by ******************* Near the Galeria which said "FULLY REFUNDABLE/RESERVE NOW, PAY LATER". I have a screen shot of this with a date of October 8, 2024. I called the number indicated on the ad and made a reservation for the same day as the phone call and the following day (10/9/24 and 10/10/24). Was not sure I would need the reservation based on some unusual circumstances but made it based on it advertising FULLY REFUNDABLE and that I would be refunded if cancelled. IMMEDIATELY following the phone call I got an email from ************************************************ confirming the reservation and advising me it was not refundable. I ended up cancelling the reservation within a couple of hours. I have spent hours trying to get a refund through them and AMEX. Their only excuse is that this reservation was non-refundable. Others have been scammed by them as well I have found

  • Initial Complaint

    Date:02/06/2025

    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.
    I booked 2 rooms at the Bessbourough hotel in ********* sk. For 1 night. We are getting ready for our trip and are trying to find the reservation and it's under *******************************. I used the website for the delta hotel Bessbourogh. Not a third party site. They somehow flipped me over to their scam site and proceeded to charge me in ******* $$ not Canadian. And over charged for the rooms and also said there was no refunds. How is this site still running? Are there no laws against scamming a legitimate site . I'm speechless at the # of complaints against this fraudulent site and no one has shut it down. We are out more than $800 . I'm so so upset and obviously there is no one to help.

  • Initial Complaint

    Date:02/06/2025

    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.
    My event was cancelled and needed to change the date of my reservation. Called the number on the reservation, they stated they can not and needed to contact the hotel. Called the hotel and they stated they can't as this is a third party reservation - no idea it was as I thought I was on the hotel reservation page. Called the number again on the reservation as it states that I can not cancel, but nothing about changing the reservation. It is very misleading and unethical. I didn't want to cancel, just change the date. I would of been happy to even have gotten a portion of my money back, but they were rude and unhelpful.

  • Initial Complaint

    Date:01/31/2025

    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.
    On 1/25/25 approx 9:50AM, booked on a website that I thought to be ***************************** Hotel. I accidentally booked a two reservations because during the first reservation booking, the website timed out and my screen went white. I thought the reservation did not take so I entered all of my information again. At 9:49AM and 10:21AM I received email confirmations from an unknown email address: *************************************************************** I immediately canceled one of the confirmations because I only meant to book one reservation. I followed up with a phone call to the number provided on the duplicate reservations **********. I was told both reservations were non refundable and that I needed to call The ***************************** Hotel to have them refund the booking. I exited the phone call with the representative and called the hotel and spoke to front desk manager. Front desk manager told me the hotel did not recognize the booking number, they had no affilation with hotelvalues and that I need to call hotelvalues to be refunded. I called Hotel Values back ******** *. who told me she would submit a claim for reimbursement but I should know Hotel Values could not approve a refund and that she would have to call a middleman (she would not provide who this person was) to get approval. This did not make any sense. She said this person was the one who had the agreement with the hotel and that he would need to get permission from the hotel. I received an email at 10:42AM from ******** *. that a claim had been filed. On Sunday 1/26 I received an email from ***** A informing me my request was denied. ***** A stated in the decline email that the hotel partner denied the request for refund. I replied stating they were a fraudulent company, had a false front website with a URL making me believe I was booking with the hotel itself. In days to follow, I was offered a 50% refund, then 60%. I refused partial refund. I reported a dispute/fraud with this merchant to my ***********

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