DirectWithHotels
reviews and complaints

I made a reservation for 7 February 2016 to 11 February 2016 but my wife said she had to be at work on the 11th so I went back to the email with the Reservation Confirmation and saw in bold letters where it says "Click here to modify or cancel your resrvation"
I clicked on it and put in all the pertinent information and then after saying "yes" to modify; I got the message I had to pay the ENTIRE reservation that I modified, in other words, I have to pay twice.
We called the hotel and they said they partner with these people and can't do a thing but further that the information that I would have to pay the ENTIRE RESERVATION that I modified was Easily apparent.
Well I went back to the email and it is not Easily Apparent, in fact the information is all the way at the bottom of the email page. So it is there but unless you read the entire email "Reservation Confrimation" you wouldn't see it. As I did not see it. But they have "Click here to Modify or Cancel your reservation" on the first page In bold letters, of the email (first page is the page that you see, other pages must be scrolled down to). I wrote them. I wrote them several times but have not received a reply. I feel that the exclusion of this important information on the first page, next to the bold type "Click..." is a unfair practice.

I just received an email regarding my bookings but I already cancelled last August 29, 2015 (please review the message you sent me) But early today, you emailed me and charged me my cancellation fee. Furthermore, the hotel already waived it and even the directwithhotels confirmed me that the cancellation fee has been waived and therefore no penalty being charged. Now considering the fact of your confirmation, there shall no charging made but upon checking on the Bank of my credit card there was a transaction made just this day. Kindly review and check regarding this matter. I need a response as soon as possible because it was already charge on my card.

By no means use this reservation service. The company advertises prominently a $10 cancellation fee and so I booked a hotel I had not seen before. When we got to our destination a day early, we found the hotel to reek of disinfectant and the room we were assigned had a see-through toilet and shower area (we are two adults and a teen son). We told the staff we were cancelling our reservation. The attendant told me that because I made the reservation on line, I would have to cancel directly with the agency. And so I sent an email cancelling, prepared to be charged the $10 cancellation fee so predominantly advertised.

Directwithhotels.com wrote back that they had a 15-day cancellation policy and that they would not refund the money. I wrote and pointed out that the $10 cancellation fee is predominantly featured and that the 15-day policy is not even evident when making the purchase. They are insisting on charging us, and I will continue to contest it through the channels. I am mostly disappointed with the blatantly misleading policy.

Again, do not use this service. Rather, contact the hotel directly.

Sharie,

Thank you for your email. I made the reservation only several days ahead of time and did so mainly because the cancellation charge of $10 was prominently shown on the web page. I made a special trip in person to the hotel to cancel the day before. If I had noticed a 15-day cancellation policy I would not have made a reservation through your website. That policy is not prominently displayed and not within the standard parameters of hotel cancellations.

Anita Cabrera
[protected]@msn.com

"Freedom of the press exists for those who own the press." -Albert Camus

On Aug 13, 2015, at 9:13 PM, "Reservations" wrote:

Dear Ms. Anita,

Warm Greetings! This is to acknowledge the receipt of your cancellation request, allow as to coordinating with the hotel in evaluating this matter and we will give you a feedback as soon as we have an update.

Thank you and have a great day ahead!

Sincerely,

Sharrie

HOW MAY WE ASSIST YOU?
Please send an email to [protected]@directwithhotels.com for any Reservation related concerns (24/7). Below numbers may be contacted from Mondays thru Fridays 7:00AM to 7:00PM (GMT+8) except public holidays.

_______________________________

Reservations Management Team

DirectWithHotels Limited

Phone +[protected]

Mobile +[protected]

Fax +[protected]

Email [protected]@directwithhotels.com (

Website www.directwithhotels.com

I booked with this hotel in November thru a company called Direct with Hotels. I requested a quiet room. After writing to the Hotel de la Parra thru Direct with Hotels and Trip Advisor during the year to confirm a quiet room it has take them close to one year to contact me.After waiting ten months I have desided that the service must not be very good.Also whatever you do -- do not use the company the company Direct with Hotels. They also do not believe in customer service and it has taken them as well close to 10 months to get in touch with me.

Sir,
We HOTEL1960 Hotels and Suites are partners to DIRECTWITHHOTELS.COM, a direct online hotel booking company. The agreement between us is simple-they send us guest, they collect money from guest through credit card payment on their payment getaway linked to hotel website, we accomodate the guest and they send us our due remittance within 30 days.
Recently DIRECTWITHHOTELS.COM refused to honor their own part of the bargain by refusing to send us our due and legal remittance for 2 months going now, the excuse is that certain guest that they sent to us made fraudulent payments resulting in a chargeback, therefore they stopped sending us our remittances both with chargebacks and even the payments that were genuine.
HOTEL1960 does not have any control over the payment getaway, we don’t have access to guest credit card details so we definitely do not have any capability to determine which payment is fraud or not.
Our own part is to honor reservation details sent to us by DIRECTWITHHOTELS.COM which we have done successfully, we don’t understand why DIRECTWITHHOTELS.COM should not only withhold our money but also ask us to pay them for past remittance of guest who they sent to us, who stayed in the hotel for weeks, after more than a month after the guest checks out-they now say the guest payment was fraud and therefore the hotel will be responsible-that kind of logic, we don’t understand!
I am using this forum to tell DIRECTWITHHOTELS.COM to release our remittance which is running into several thousand of dollars immediately
There is no special request on the guest reservation details instructing hotel on how to detect if a reservation payment is fraud or not-they send us the details and we accommodate the guest. HOTEL1960 does not collect money from any guest from DIRECTWITHHOTELS.COM. HOTEL1960 cannot be held liable for fraud or supposed fraud that may or may not have taken place on DIRECTWITHHOTELS.COM payment getaway since we do not operate the payment getaway.
Belowis a copy of normal reservation data sent to the hotel by DIRECTWITHHOTELS.COM:

Lucia Donnarumma : New Reservation with Hotel 1960
Inbox x

Online Booking [protected]@directwithhotels.com
Oct 16

to reservations, me

Dear Lucia Donnarumma,

Thank you for making a reservation direct via Hotel 1960's website. Your reservation has been confirmed and safely processed.

Please note that a prepayment of USD 2, 590.00 has been charged to your card to guarantee your reservation. The amount will appear on your credit/debit card statement under the name DirectWithHotels Ltd. This is non-refundable and cannot be used as payment for modification, cancellation or no-show charges.

As indicated in the reservation details below, your reservation is paid in full. Modification and/or cancellation is not allowed.

HOTEL DETAILS:
Hotel 1960
24 Olufunmilola Okikiolu Street by Tokunbo Alli street, off Toyin Street, Ikeja, Lagos, Nigeria
Phone Number: +[protected]
E-mail Address: [protected]@hotel1960.net
Website: http://hotel1960.net/

GUEST DETAILS
Name: LUCIA DONNARUMMA
Email Address: [protected]@knecht-reisen.ch
Country: Switzerland
Mobile Contact Number: [protected]
Estimated Time of Arrival at the Hotel: 06:00 PM
Total Number of Guest/s: Adult/s: 2, Children: 0
Note: Adult = 11+; Children = 0-10
Special Requests:

Modification and/or cancellation is not allowed. If you wish to make a new reservation, kindly click on the link below or copy and paste the link into your browser: http://reservations.directwithhotels.com/reservation/selectDates/13603

RESERVATION DETAILS
DirectWithHotels Confirmation Number: [protected]

Reservation made on: 16 October 2012 / 01:02 PM GMT +01:00

Check In: Saturday, 27 October 2012
Check Out: Saturday, 10 November 2012

Number of Night/s: 14
Total Number of Room/s: 1
Rate Plan: Best Rates Online: 100% Pre Payment Required

ROOM TYPE: DELUXE ROOM DOUBLE BED CITY VIEW - MAX 2 ADULT/S PER ROOM

Reserved Night: Saturday, 27 October 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Sunday, 28 October 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Monday, 29 October 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Tuesday, 30 October 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Wednesday, 31 October 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Thursday, 01 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Friday, 02 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Saturday, 03 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Sunday, 04 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Monday, 05 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Tuesday, 06 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Wednesday, 07 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Thursday, 08 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Reserved Night: Friday, 09 November 2012
Number of Rooms: 1

Rate per room: USD 137.04
Total: USD 137.04

Total Room Charges: USD 1, 918.56
Total Taxes: USD 431.62
Total Fees: USD 239.82
TOTAL RESERVATION COST: USD 2, 590.00 (inclusive of taxes and surcharges)

PAID - PREPAYMENT: USD 2, 590.00
PAYABLE AT THE HOTEL - BALANCE: USD 0.00

Fees above include: Card Process Charge (subject to Tax) of 12.5% of total room charges
Taxes above include: Bank Transfer Charge of 10% of total room charges and Card Process Charge ; Tax of 10% of total room charges and Card Process Charge

RATE PLAN: Best Rates Online: 100% Pre Payment Required

Breakfast

PROPERTY POLICIES:
All times indicated in the policies are expressed in (GMT +01:00)
Check In time: 09:00 AM
Check Out time: 12:00 PM

MODIFICATION POLICY:
Modification is not allowed. The 100% prepayment is non-refundable.

CANCELLATION POLICY:
Cancellation is not allowed. The 100% prepayment is non-refundable.

NO-SHOW POLICY:
Prepayment will be forfeited if guest does not arrive within 24 hours of check-in date. The 100% prepayment is non-refundable.

ADDITIONAL INFORMATION:
RATE PLAN: Best Rates Online: 100% Pre Payment Required
Best Rates Online:100% Pre Payment Required

HOTEL ADVISORY:
Airport Shuttle Trip Policies: Please note that the below policies can be settled/coordinated directly to the hotel

* Airport shuttle (One-way trip, maximum of 3 persons): $40

* Airport shuttle(Roundtrip, maximum of 3 persons) : $75

* Airport shuttle(One-way trip, maximum of 4-7 persons) :$75

* Airport shuttle(Roundtrip, maximum of 4-7 persons) : $ 140

Children Policy: Children below 11 years old are allowed to stay for free
Pet Policy: No pets allowed

Warm regards,

DirectWithHotels Ltd., the reservation system provider of Hotel 1960

To download receipt, please click on the following link:
http://reservations.directwithhotels.com/reservation/transactionPdf/2308801/97ede6a297ca381f0950e94255a3db17a0ae61c5

Thank you
HOTEL1960 RESERVATION DEPT