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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:06/09/2024

    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.
    I was trying to book a room online directly through holiday inn bar harbor regenecy website. While checking out my reservation a pop up appeared while I was typing my email from a third party website (hence the partial email on confirmation) also why I booked again directly through the hotel because I thought it was a hoax and I did t have a room booked. So now Im booked and charged twice, I want to stay there and pay one fee. I am well within reasonable amount of time to fix this. I didnt realize this was happening during the checkout and completed my checkout on the wrong website. I was charge double the amount for June 22- June 24 with no breakfast included. I filed a complaint with my credit card company as now I have two reservations with this hotel. They refuse to cancel or refund the stays when these are services I havent received and I tried cancelling immediately on May 3rd when this occurred, well within most cancellation policies. This company is awful and I cant get through to the hotel- they put you on hold for hours whenever you call.

  • Initial Complaint

    Date:05/31/2024

    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.
    date reservation made online: March 1, 2024 Guest Reservations - Reservation Confirmation #R4773218549 I paid 'hotel values' $1,850.10 to book 2-night stay at **************, Tapestry Collection by ****** I tried to cancel and they said it was non-refundable so I asked them to reinstate. They said it was reinstated. I called to confirm my reservation with front desk at **************, Tapestry Collection by ****** the other day and the front desk has no record of my reservation. I was charged $1,850.10 and it has not been returned.I have tried to email the company with whom I made the reservation: using three different email addresses and they all bounce-back:************************************************************** *************************** ******************************************************* NOTE: I thought I was making the reservation with the hotel I have not been able to contact this company.

  • Initial Complaint

    Date:05/20/2024

    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.
    Hotel values.com defrauded me of $441.51 in a transaction for the ****** Hotel in ********, MX on 4/30/2024. They spoofed the ****** web page where I make reservations. I prepaid $1525.35 USD for a room that only cost $1055 in USD for the week. My stay was for 5/1-8/2024. My room rate was approximately (depends on exchange) $154/night. When I called hotel values at **************, **** said it was because the hotel charged me wrong and offered me a 15% discount. Basically, then they would only be stealing $213. Then ******** said it was for taxes and fees which had been disclosed ahead. That is a lie. I am filing with the BBB, my bank, the ******************* and the **** Thank you for any help.

  • Initial Complaint

    Date:05/08/2024

    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.
    I was reserving a room at *************************************. The third party site is www.atlanticsandshotel.guestreservations.com/.. which I believe intentionally misleads the user to think they are booking with the hotel. When booking is being made, I clicked on Terms and Conditions where it says the purchase is subject to hotel cancellation policies. I checked those policies and refunds are given when reservations are cancelled at least 72 hours in advance. The confirmation email AFTER the purchase is made says no cancellations or refunds are given ever. I went back and scoured for what I missed. This second cancellation policy is hidden under 'Booking Details.' They will not refund my money. I checked Trust Pilot and found many very similar complaints. This company is intentionally misleading the consumer. When I called to ask for a refund, they offered 10% back or nothing. The email confirmation of the 10% back threatens that 'in the case of a credit card dispute, the refund will be null and void.' I choose to risk the $100 in hopes of stopping this company from continuing to trick people this way. I have also asked my credit card company to dispute the charge, but they are not optimistic. Thank you for your help.

  • Initial Complaint

    Date:05/03/2024

    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.
    I booked a ******************************** in ******* for the weekend of August 23rd -25th using Hotel Values. I provided my credit card information over the phone so they could book the reservation. Afterwards, I noticed a 2nd charge for a different La Quinta hotel in ******* for the same exact dates as my first reservation. I did not authorize a booking at that hotel. I called Hotel Values back and explained that they booked me erroneously and wanted a refund. They told me they couldnt issue a refund even though it was their error and I did not approve the transaction.

  • Initial Complaint

    Date:05/02/2024

    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.
    I booked a hotel through a third party web site that turned out to be a scam.I will upload all the info I have.From what I have learned, the hotel booking company has nothing to do with the hotel. The hotel has no reservations or cancellations for my booking.

  • Initial Complaint

    Date:05/01/2024

    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 4/30/2024 I attempted to make a reservation at the *******************. I thought I was on the Hotel site and without realizing it I was on Hotel Values. I made a reservation. The reservation process - Did not notify me that my credit card would be immediately charged.- did not notify me of additional fees (which totaled $199.58)- Did not notify me of a cancellation fee (which is $207.33)- Did not provide me the opportunity to review purchase before executing it - Did not provide me with any valid way to contact customer service. The phone number on the email transferred me to booking.com whom could not help me.Booking Ref. # ********** Booking Confirmation # R4897772293 Confirmation email address ************************************************************** Contact phone number provided. US toll-free **************** International **************** Shortly after my confirmation email, I received a second email from Guest Reservations <***************************> It included a link to ************************************************************************************************************************************************************************ I suspect the two sites are linked and this may not be legitimate either.

  • Initial Complaint

    Date:05/01/2024

    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 4/26/2024, I booked a hotel room at the Country ************ in **************** through Hotelvalues.com. While attempting to confirm that my reservation included the free breakfast side, I accidentally cancelled the reservation. I first called the hotel to explain the situation, and they advised I would have to contact the company itself. I called the help line of hotel values and explained the situation to them. I advised I understood there is no refund policy, but asked they re-instate the reservation as it was a mistake cancelling it. They advised they would not and there was nothing else they would do for me. I then filed a dispute with my bank company, who denied my dispute because it was not a fraudulent charge. I am asking to be reimbursed for my compensation due to the inconvenience the company has caused me. Nowhere in the cancelation policy on the website does it say the reservation cannot be re-instated if cancelled, and they have refused to work with me at all to come up with a solution. I am now out of almost $300 and no reservation or any compensation and believe this is not appropriate for the company to keep my money and not attempt to come to a solution with me.

  • Initial Complaint

    Date:04/16/2024

    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 March 14, 2024, I booked a 7-day stay at the ******************** in ***********, ** for $1315.61 At the time I believed I was booking directly with the hotel. On March 16, 2024, I cancelled my reservation at the hotel after noticing on the hotel website that rates were lower. I received a cancellation email from **************************************************************** and booked with the Holiday Inn direct.The charge of $1315.61 remained on my Chase credit card and I believe it would simply be rectified when I checked in (see no other charge for my new reservation).When I checked in at the hotel on April 11th, I was informed there were two reservations for me. I explained that I had cancelled the first and showed them the email received. They removed the first reservation at that time. When all charges cleared my card, I realized the $1315.61 had not. The hotel informed me that it appeared the original reservation was through Priceline.com, and I should go through them for a refund. I never saw anything related to Priceline on any correspondence received. I called Priceline and was told no information/reservations existed for me (this made sense as I have never used them).The Holiday Inn was helpful but could not provide me any information regarding Hotel Values. A check of their reviews made me realize this company is in the business of taking peoples money without any refund, even though they do not state this clearly. They claim no refunds for no shows and early departure, and nothing is evidence for cancellations.The fact they take money, someone make it appear Priceline is involved, and has no means to contact them with legitimate complaints is simply wrong. I would like to receive my rightful refund from this company. They do not respond to complaints according to hundreds of reviews, so I doubt they will. However, I do want BBB to be informed of a business stealing from people

  • Initial Complaint

    Date:03/26/2024

    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.
    Booking Ref. # *********** Booking Confirmation # R4823428613 On March 23, 2024 I was on Booking.com to reserve a hotel room. Somehow a 3rd party site- Hotel Value- took over. I made the reservation and when I opened the confirmation email, I saw a charge of $153.95 "tax recovery charge" was added to my bill. This amount was not disclosed when I put in my credit card info. I immediately called their phone number ************** and was told this transaction fee was nonrefundable. This outrageous amount was **************** for one night! This amount should have been shown on the bill before the credit card info is given, NOT after. After reviewing this company, I see that many, many others are deceived daily by Hotel Values with the same problem.

Hotel Values Online is NOT a BBB Accredited Business.

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