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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:01/29/2025

    Type:Product 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 booked a hotel room through ************************************************ on December 26, 2024. Their Booking Reference is ********* and the Confirmation # is R5344890329. I was NOT aware than the booking was non-refundable under any circumstance...it's buried on page 3 of their reservation confirmation. I booked the wrong hotel for these dates (1/30, 1/31/25) and have already been charged the full amount of the booking, $320.03. I am a senior citizen and feel this is outrageous customer service that is not promulgated by Holiday Inn/Holiday Inn Express for bookings directly through their website. I feel a refund is very much in order.
  • Initial Complaint

    Date:01/24/2025

    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.
    This is blatant fraud. When I booked the room, the *** made it look like I was booking directly through the Hilton website, and the price was advertised as $89 as part of a last-minute deal. However, upon completing the booking, my credit card was charged $159.64. The email confirmation came from *************************************************************** I attempted to contact them, but they were unhelpful and refused to refund the overcharged amount. When I asked the hotel staff, they informed me that the booking was made through *************.
  • Initial Complaint

    Date:01/23/2025

    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.
    I clicked on the advertised price of $287 (see attached screenshot) and completed the booking. When I received the confirmation (also attached) it showed that I had paid $478.70 which is almost $200 more (more than 65%! more!) than the advertised price! I immediately called to question the charge and was told the $478.70 was the correct amount. She refused to acknowledge that they had done anything misleading, and she refused to honor the advertised rate. I hung up to speak with my husband about what to do, and then I called back about 5 minutes later to cancel the reservation only to be told that they would not give us a full refund. I had made the booking less than 20 minutes before, but they refused to acknowledge that their advertised price was misleading, they refused to honor their advertised price, and they refused to give me a full refund!
  • Initial Complaint

    Date:01/20/2025

    Type:Product 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 booked three hotel rooms on 1/14/25 and within minutes of the booking, I cancelled it because my manager asked me to use her Hilton Honors number and there was no place on the booking to add that. I therefore booked the rooms directly through the hotel.NOWHERE on the ************************************************ form does it say that if you book the reservation, you are on the hook for the cost, and it doesn't matter that you've cancelled within minutes of the booking.I have never had a company take my money after a cancellation WITHIN MINUTES of the booking. In essence, their no refund policy means no refund, regardless of the specific situation or how quickly you cancel. That is a TERRIBLE business practice, and I will make certain that everyone I know will know of the shady policies of ************************************************. The correct thing to do in this case is to refund the money you took unethically, because this practice is unethical.

    Customer Answer

    Date: 02/19/2025

    Hotel Values did not respond to you because they are a scam business.  You need look no further than the reviews on-line.  ************ should not be doing business.  Their reviews are terrible, and their practices are unethical and unreasonable.  
  • Initial Complaint

    Date:01/14/2025

    Type:Product 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 11/26/24 I did a reservation for 2 nights Dec 1st and Dec 2nd 2024 at *********** Express in **************Reservation number is R5290505556 Customer payment details Dec 1 Sun $112.88 Dec 2 Tue. $112.88 Subtotal $225.76 Tax Recovery Charges $102.14 Prepaid. $327.90 Never recovered my $102.14 deposit.I want my money back.
  • Initial Complaint

    Date:01/14/2025

    Type:Product 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.
    Booked three nights at the ***************** Hotel. The website did not appear to be a third part site at the time of booking. I checked in and unfortunately had to return to *********** the next day due to the Wildfires as my home was in the direct path of the Palisades fire. The hotel was very gracious, however upon notifying them of my need to return home immediately due to the fires they informed me at that time the reservation was not made through them, but a third party site. I am seeking 2/3 of the amount I paid, I was there one night and that I am fine paying, but when a national disaster strikes and your home is in it's direct path along with your family, the company not willing to refund the two days I did not use seems like the definition of an opportunistic scammer.
  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair 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.
    They messed up my reservation and took $136 from me. They will run with your money and tell you sorry they can't do anything.
  • Initial Complaint

    Date:01/10/2025

    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 January 21st 2024, I booked a hotel stay through (what I thought was) the ** collections website for August 12th through August 16 2024. I had begun my reservation through ****'s membership benefits' link and had no reason to be suspicious of the process which I have done many times before (and since).I was unknowingly transferred to a third party website. The third party site is an exact mimic of the hotel website so I thought I was booking with the hotel. When I received my confirmation email (from an addressed designed to look like it was from NH collections) they had charged me 50% more than the price I agreed to for "Tax Recovery Charges and Service Fees". This charge was not advertised when I made the reservation. I would never have agreed to pay such a ridiculous fee (50% of the cost of the room).When I was making the reservation, it said the purchase is subject to hotel cancellation policies which I reviewed and was comfortable with. The confirmation email AFTER the purchase was made says there is a cancellation charge that is equivalent to the cost of the entire reservation.I immediately canceled the reservation and received a confirmation of my cancellation. I was charged a "cancellation fee" that was the exact cost of my reservation.I contacted the hotel and learned, for the first time, that a third party booking agency called "Hotel Values" aka "Get A Room" been involved. The "Hotel Values" customer service representative said I had agreed to the service fees and cancellation policy which is NOT true. I thought that my reservation was made through the hotel, but apparently it was "hijacked" by Hotels Values and Get A Room. 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 deny refunds per their policy which is not advertised and predatory.
  • Initial Complaint

    Date:01/09/2025

    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.
    Website double charged me and inflated fees. When I called to cancel they refused. It is currently disputed with my credit card company. I thought I was on the direct hotel website and I was not. ****** should not have this scam fraud site available through their search engine.
  • Initial Complaint

    Date:01/09/2025

    Type:Product 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 January 3rd I made a reservation online at Guest Reservations/hotel ************************** for the Hotel ****** in ****** ******* for May 9-11, 2025. I canceled it several hours later as the persons traveling with me didnt want to stay there. The Booking Confirmation is R5360790715 in the amount of $498.36. Upon cancellation I receive an email stating that Im only being refunded $132.13. When I called them they said the refund is in accordance with their policies and wouldnt change it. Given that this was done within hours of a reservation thats over 4 months out in a place that has heavy tourism I dont think this valid. Hoping you can help, thank you.

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