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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:01/05/2025

    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.
    The company came up as if they were the Cambria Hotel where I was attempting to make reservations. The confirmation email came from this company and not the Cambria. They charged my card and excessive fees. I had to do another reservation and got a confirmation from *******, I checked in with a different card. I called this company and they refuse to refund me my money. I called my bank waiting for them to deal with the charge.

  • Initial Complaint

    Date:12/21/2024

    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.
    On 12/18/2024 I was looking to get a room at ********************************** in ******, i went on their website, checked the rates and thinking I'm booking straight from the hotel, started reservation process. During that time, there were no charges shown nor ability to choose refundable or non refundable reservation, once my personal and billing information was entered and "process" button clicked, they took more then $100 over the price it should be. I only could be able to see final amount in the email they sent me. Sure enough, it was third company that makes their living by scamming public. I immediately canceled reservation following phone call to them but they informed me that no refund will be issued.

  • Initial Complaint

    Date:12/20/2024

    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.
    On the afternoon of December 13th, 2024 - I booked 1 room for 3 nights on what I thought was hilton website. The website was fraudulent in representing itself as ****** when it was not. Within 12 hours, I received and reviewed the confirmation showing: Room charges w Tax Recovery ***************** Fees US$747.80. I immediately cancelled the reservation within 12 hours of placing. They refused to refund me because they said it was a no-cancellation reservation. The lack of transparency with the charges. The lack of clarity of what site I was on. The excessive fees. The lack of transparency with who I was dealing with as well. I received emails from Guest Reservations, Hotel Values, Priceline and hilton. The cancellation occured almost immediately. ****** did not charge the card for the room since I cancelled. The hotel chain sided with me. Hotel Values placed a reservation under my name using their email and phone number with Priceline. ****** did not charge Priceline. Priceline refunded the card which was owned by Hotel Values. Hotel Values refused to refund my card even though no services were rendered and they were not charged in any way. Multiple calls to Hotel Values led nowhere. They intentionally kept me on hold and bounced me around. Super sleazy way to conduct business. I just want a refund.

  • Initial Complaint

    Date:12/19/2024

    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.
    Just like many many others I've read here, ******************************* presents itself as an official booking website for the hotel, then charges over 50% more than the list price in booking fees.

  • Initial Complaint

    Date:12/18/2024

    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.
    On 9/26/24 @ 12:46 pm I made a reservation to stay @ the Yavapai Lodge, 11 Yavapai **************************************** for the dates of 10/06/24 to 10/09/24 @ $632. I saw no cancelation policy on the initial site page. Because I submitted the entire period that I chose to stay on the search, I was under the impression that the $632 figure that was shown was the entire cost. When I checked out to pay, I wasn't warned of their cancelation fees in a clear undeniable manner before affirming the transaction. After I confirmed the transaction, I saw the total price and decided I was not willing to pay that amount. Seven minutes later, I canceled the order, and received a cancelation notice, still unaware of the hefty and unfair cancelation amount. It was not until my bank account was zero that I realized what they did. It is totally unfair to charge that amount to an unsuspecting customer, especially since did not use or receive any of their services.

    Business Response

    Date: 12/18/2024

    I received a complaint with a request for reply that ended prior to my receipt. The complaint ID# ******** We do not have a record of this guest reservation at all. I have also found that they may have been involved in a scam. *************** has been reported multiple times for scams. Also the per night charge is way above the rate that the ********************* allow for us to charge.

  • Initial Complaint

    Date:12/17/2024

    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.
    Paid ******* for three nights at a hotel for oct 2025 and my booking is cancelled they will not refund the money and will not give me the booking for the room either. I would like my booking since I have paid for it. thank you

  • Initial Complaint

    Date:12/16/2024

    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.
    On 11/7/24 at 6:38pm I booked a hotel room without realizing I was booking. Since I did not see a total of the fees I was paying I expected that by clicking continue I would get a screen that would show me the totals and ask for a final submit. This was not the case and my card was charged for $820.98. Once I realized what I had accidentally done, I cancelled the reservation at 6:43pm. I have called and requested a refund given that this was cancelled within 5 minutes and was told that they cannot issue a refund because they have already paid it to the hotel. I called the hotel and they said this is not true and they cannot issue a refund or request that ************************************************ issue a refund. I did not stay at the hotel and it is not fair to be out $820 for a service that was not received and was cancelled immediately.

  • Initial Complaint

    Date:12/16/2024

    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.
    On October 2, 2024 I made a hotel reservation believing I was on the official hotel website for a hotel in *****, ******. I made a one day reservation for a single room for October 11 with a guarantee for free cancellation prior to 7 days of reservation. I gave credit card details for a charge of $296 and was confirmed for $461.80 for fees, etc.! I did not agree to that amount and attempted to immediately cancel and the email failed along with the call to customer service and a refusal to cancel without a fee for $342. It was disputed with the credit card that refuses to refund and the company is a scammer with many complaints to BBB named "Hotel Values" now aka "Getaroom".This was deceptive practices to get credit card details. The credit card fraud department had two declined charges; however, the credit card refuses to refund because the details were given to the merchant. Merchant refuses to refund. Hotel in ***** ****** was immediately contacted to cancel and was not aware their website was being used. Paris hotels do not have a cancellation fee. This was a scam to get card details for a charge that was not approved. This merchant has addresses in *****. This merchant disguises himself as the official hotel website and does not indicate that he is third party. This merchant has many complaints and has obtained payments that are not authorized by many parties. i can not contact the company with any of the phone numbers listed as the prompt will not connect to a customer service agent. The ************************ has been contacted.

  • Initial Complaint

    Date:12/15/2024

    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.
    Tried booking room at ********************/****** [HI C/D] approx 2P, 12/15/24. Got reservation number. Got email from ***** that my card was billed $599.32. Called hotel directly re: charge because I always have cancel by X date in case I can't go. They said reservation through Expedia, not HI C/D. Told her didn't use Expedia. Found number for cancellations ************ & called. ******** answered, said it's *************************** not part of Expedia. Claimed non-refundable. Asked for Supervisor; not available. Said she'd contact the Hotel Partner to contact ****/D to get permission to cancel reservation. Refused to give me any info on her company, the Hotel Partner or anything else. While waiting for Supervisor, googled phone number & found it belongs to Hotel Values in **. Contacted credit card company & if charge does post, they will take care of it. Will probably report this to ** ************************** and State ************************* tomorrow. Maybe they can make them stop scamming people.

    Customer Answer

    Date: 12/16/2024

    Per ****** phone number on pending charge is ************.  ****** lists number as belonging to ************, ***********************************************************************************************************************************  So far names they have used in my case:  ***************************, Expedia, *************************** ************************************************, & ********************.  Hotel Values does not hold a business license in ** per TX Secretary of State's ************************* as of this morning.

  • Initial Complaint

    Date:11/27/2024

    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.
    issue Description On my recent trip, I was inadvertently registered twice for two different rooms through *******************************. This error came to light when I checked into the hotel, and the staff informed me that my card had been charged twice by *******************************, despite my intention to stay in only one ************ Ref. # *********** Booking Confirmation # R5239467485 Booking Ref. # *********** Booking Confirmation # R5239461364 Hotel's Response The Residence Inn Marriott staff in ******, ******, were extremely accommodating and helpful in bringing this matter to my *****************************************'s Position Upon contacting *******************************'s customer service to rectify this error, I was informed that since I did not cancel one of the reservations, I would remain charged for both rooms. This stance is unacceptable, as the double booking was clearly an error on their part.Request for Resolution I am seeking your intervention to resolve this matter promptly and fairly. I believe that ******************************* should:1. Acknowledge the error in their booking system 2.Refund the charges for the second unused room 3.Implement measures to prevent such errors in the future Urgency of the Matter I hope to resolve this issue through your mediation before I escalate it to the Nebraska Attorney General's Consumer Protection Division.Thank you for your attention to this matter. I look forward to a swift and fair resolution.

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