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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:11/25/2024

    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.
    ************** made incorrect reservation. I made a reservation through ************** to check in November 21 and check out November 22. When I received the confirmation email I noticed a error and they had November 29 as the check out date. ************** Booking Ref. # *********** Booking Confirmation # R5281292503. When I called them to correct the error they made the agent said they needed Sonesta to approve the change. I called Sonesta Customer Support and informed the agent of the issue. He stated he could see the reservation but didn't have access to the ************** system to correct the error, but understood and agreed a change could be made and for me to call ************** back and have them send a corrected confirmation/reservation. I called ************** again and this time the agent said they did not have the tools to make any changes. Even though their voice service noted "Reservation changes" as an option. I contacted Sonesta again and made another reservation with the correct dates. Confirmation number 32633SE079409. Which is what I'll be utilizing for my stay Nov 21 - Nov 22. ************** submitted an incorrect/fraudulent reservation and refuses to correct their mistake. I wish to notify Sonesta of ************** incorrect reservation and have it removed. But also alert Sonesta of the fraudulent service they provided me. I have already filed a complaint with my credit card company. I requesting assistance from to have ************** cancel my reservation with them as they refuse to correct their mistake. **** ****** ************** ********************* Thank you for your attention and assistance in this matter.

    Customer Answer

    Date: 11/24/2024

    You are correct the actual name is tied to ************************************************. The name ************** I got from their automated voice answering system when I called their customer support center to have them correct their error. To reiterate... ************************************************ is the business which sent me the confirmation  / reservation email. I looked them up online inline and found multiple complaints and fraud cases against them. Any assistance in helping me retrieve the funds they stole from me would be greatly appreciated.  I've attached their emails noting Sonesta Select reservation for 11/21-11/29, which is incorrect. I only booked for one evening 11/21-11/22. I have also arrested Sonesta Select Hotels on this case and they are investigating.  Thank you **** ******, *********************************************** ************

  • Initial Complaint

    Date:11/19/2024

    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.
    The full charge was noted listed on reservation page. The room charge of ****** dollars was listed. AFTER the charge was processed there was an additional charge of 195. 50 dollars. I called immediately to inquire and cancel. My reservation was canceled and I was told the charge would be reviewed for a refund. I did not receive a refund.

  • Initial Complaint

    Date:11/14/2024

    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 Nov 11, 2024 I booked a one night stay at what the pop Up illustrated as Holiday Inn located near ****************** in ********************. I booked the room with the understanding that I would be charged $120 by Holiday Inn. After booking the room I received a receipt via email from Hotels ************************** reflecting that the charge to my card is $170.99 . This is $50 more that what I was led to believe I would pay. In addition a separate charge to my credit card in the amount of $11.99 was charged to my credit card as an administrative fee. This is a fraudulent bait and switch web site. I called the number in the receipt and they stalled and refused to refund me my money. The gave me a fictitious site to contact called "Hooray, a Family Travel ********* it turns out Hotel Values is a third-party hotel reservation system that disguises itself as the actual Holiday Inn using a pop-up reservation interface over the actual hotel site. I unknowingly booked through that pop-up. ************************************************

  • Initial Complaint

    Date:11/12/2024

    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.
    Hotel Values operates a website that is made to look exactly like the Hampton Inn reservation website. On 8/16/24 we went on that website thinking it was the actual reservation website operated by ***********. After I put in our card info and made the reservation I noticed the internet address was not the **************** site.We then called the *********** where we wanted to stay they alerted us that when people book through the Hotel Values website they have had a lot of problems with those reservations and that we might not be able to check-in to the hotel upon arrival.Within 20 minutes of making the reservation we called and requested Hotel Values cancel our reservation, which they did and we received a cancellation email.We then made the reservation directly through the *********** 800 ********** Hotel Values is claiming the reservation is non-refundable.When we asked them why they said the 3rd party that Hotel Values had booked the reservation through would not give them a refund. When I asked them for the name of the 3rd party they said they would not give us that information.A legitimate company would not conduct business in this manner.

  • Initial Complaint

    Date:11/11/2024

    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.
    - - Reservation Best Western Hotel *********** ************** Confirmation #R5175608778 Booked reservation and didn't make it due to Hurricane ****** natural disaster. Called ************************************************ and was given to "******" at 12p today 11/11. He wouldn't let me speak to a supervisor or give me a name to call back and speak with as the supervisor was in a meeting. I explained that the natural disaster of biblical proportions upset our travel plans and reservation wasn't used. Picking up the pieces of my life since that time was a priority not the reservation. Now that things are slowly improving I requested a credit or refund. He put me on hold, came back and said he called the property and said "*****" at Best Western in *********** ************** denied request. I booked online believing that I was speaking with the Best Western in NC not a scam company called ************************************************. I called ***** at 1pm. 11/11/24 and she said since it wasn't a reservation directly to location she has no records of transaction just that reservation was prepaid. She is not able to refund or credit my account. I called ************************************************ on the number "******" provided me to call back his supervisor but it was a reservation only line.I would like assistance in resolving this matter. Thank you.

  • Initial Complaint

    Date:11/09/2024

    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 11/08/2024, I mad what I thought was a reservation on the Linq hotel ********* site. Instead it was through a third party company. When I realized the price of the room was way higher than I thought, I tried to prevent the reservation from going through. I never authorized the reservation however, the next thing I knew I had a three night reservation for a total of $$5078.78 when I tried to cancel the reservation three minutes later, they were charging me $4191.14 to cancel.

  • Initial Complaint

    Date:11/01/2024

    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.
    Dear Sirs:Due to a unintentional error, we book one night in Hotel Best Aranea- *********, arriving Nov 04, 2024 - departing Nov 05, 2024).Inmediately we notice this mistake, the reservation was cancelled.The reason of this cancellation, is because we are not staying more longer, because our flight from *********, to **** - Per, is dated November 4, and our first reservation in this hotel, was since October 31st, through Nov 04.Really, this was a typing error.

  • Initial Complaint

    Date:10/13/2024

    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.
    When booking a room with this company I was double charged/booked. When I first tried booking, it told me the transaction was declined and that I needed to call my bank. I did not call the bank because I figured it was an error with the website, so I did it again and this time I was given a reservation confirmation that said I would get a email. When I looked at my email, I was shocked to see TWO separate reservation emails and both had a completely different hotel address than what was on the site!Upon calling customer care and explaining my concerns. The first ***** was EXTREMELY rude, told me there was nothing she could do, the hotel was already paid so I would need to contact them. When I completely a three way call, the hotel said that the third party company would be the ones to handle this and not them. The ***** ironically didnt hear this. When I spoke with the second *****, she advised that she called their hotel partner and the hotel partner declined the refund. She then recommended I review their refund policy.I explained to the ***** that I understood they had a refund policy which is why I was not making a fuss over the wrong location being an issue. The problem I have is that they double booked me which therefore a refund policy should be voided as this was not my mistake. The ***** asked me to send in proof of the double booking. I advised that ***** that there were two reservations on the same day under the same name, what other proof of double booking could I provide? The ***** then advised that I needed to send in proof that I received a notice on their website that the first transaction was declined. I explained to the ***** that in no way/shape/form did I think this was going to be an issue so no screen shot was taken. The ***** proceeded to tell me there was nothing she could ***** total I spent 2 hours on the phone, asked to speak with a supervisor at least 100+ times and never once was I able to. No resolution to date.

  • Initial Complaint

    Date:10/11/2024

    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.
    Thought I was booking on ****** website for the Graduate Hotel in ***********, IN and did not realize this website popped up over the top of the reservation booking on the Hilton site and when I received confirmation I had an additional $121.43 in fees charged to my card by value hotels and not Hilton.

  • Initial Complaint

    Date:10/07/2024

    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.
    ************************************************* deceptively represents itself as the company website by showing its logo and not their own. I was not aware I was booking through this 3rd party. The ***** cost would cost me $558 in addition to taxes and resort fees. I was charged by ************************************************ $1,795.49. In addition, I had to pay an additional ***** once I checked into the hotel for resort fees. I could have stayed at a luxury hotel for ***************************************************** does not allow you to cancel or issue a refund. this is a shameful and fraudulent company and the BBB should address their fraudulent practices immediately.This company should be required to state they are a 3rd party and list their service fee which was an additional $492.37 more than the per night cost on the hotel website.

Hotel Values Online is NOT a BBB Accredited Business.

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