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HotelValues complaints 260

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10:50 am EDT

HotelValues Hotel reservation

I booked a Hotel through Hotelvalues.com. @ Hampton Inn & Suites from 10/16/2021 to 10/19/2021. I had to cancel due to illness. I was told that I would not be refunded for the $400 plus dollars I was charged for this reservation. I understand a small cancellation fee, but no refund is unacceptable. Hotel has plenty of time to rent the room, as today is 10/10/2021.

Desired outcome: Refund majority of reservation, minus minimum csnxeljation fee

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7:31 am EDT

HotelValues Hotel booking

Went online to book a hotel, and somehow got redirected to what I thought was Hilton website. I went to book a room for that evening, and the room rate was $161. When I proceeded with the reservation using my phone, it asked for my credit card information, which I put in. After that section, it had a check box for their cancelation policy, then below that a button to confirm the info you input - and it said you can review the charges. So I hit the button, and scrolled below, to see the excessive and unacceptable fees. I immediately tried to press the back button on phone to cancel before the confirm function finished processing. I wasn't sure if I caught it in time. I IMMEDIATELY called their customer service to explain and all the did was explain their cancel policy and no refunds... over and over. I explained that I wasn't canceling I was trying to get the reservation I just submitted to not process. No one would help. I did not intend to book once I saw the fees and the way they have their booking process is set up to scam you bc you can't see the real price until you put in credit card. It really doesn't allow you to review charges to verify they are what you want. It only showed the room rate prior to the credit card info.
I immediately called them, within 1 minute of my transaction - I did not book this and decide after 5 days to cancel. I did not want to book the room. The booking was for that evening that I was In as well, so it wasn't as if this room had been reserved and now they lost the chance to rebook with someone. It was 9pm on October 4, for a stay October 4, that same evening. I did not want to book this after I saw these fees and I explained this to 5 different people. They offered me a courtesy 10% off which equated to $16.00. I explained I wasn't even necessarily canceling a reservation, I was trying to not have the one I just submitted actually go through. Again they refused. I want either all of my money refunded as I did not stay at the hotel. Or at the least the fees that are unacceptably exorbitant. I am not the first to complain about their shady unethical booking setup.

Desired outcome: I want a refund of full charge of $252.93 or .my tax/fee of $ 91.43.

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6:23 pm EDT

HotelValues Booking

This people diverted my inquiry about lodging in Bryce Canyon Resort, they charged me over $300 with a fraudulent tax charge for a room that the owner charges $88. I'm going to contest the charge with Capital One. I have s3nt this complaint to the website with no response. I have told the hot3l owner that she should nit have taken a booking when she knew that the customer was being ripped off.

Desired outcome: All my money back except for $88

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10:17 pm EDT

HotelValues Hotel reservations

We booked a king suite at the Arizona grand through hotelvalues.com. Unfortunately we had to cancel. We were told they wouldn't refund our $600 as per the hotel's policy. This was a blatant lie. The hotel itself offers refunds to within 72 hrs. But we'd already canceled, so we were not refunded. The hotel and the third party booker kept passing us back and forth. Nothing could be done apparently. This is unethical. It's a scam. Don't book through these people.

Desired outcome: We want our money refunded

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Paul Donnelly
, US
Oct 02, 2021 6:41 am EDT

They operate the way Gala Hotels used to. In fact, I wouldn’t be surprised if it is the same group with a slicker web site and more duplicitous approach as you think you are booking directly with the hotel.

They promised me a full refund and I am still waiting for my money. Not holding my breath…

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A
6:14 pm EDT

HotelValues They overcharged me on a hotel room reservation

I called what I thought was the Americinn hotel by Wyndham (the one closest to the Denver airport). The representative quoted me specifically (and supposedly on a recorded line) $131 a night (a grand total of $261.06). I stayed from 9/25-9/27/21 with reservation confirmation number of R2827890505. When I arrived back home this morning I checked my online acct and I saw a charge from "cci Hoel Res" for $419.27! That is not a valid charge. I called Getaroom.com and brought my concern up to them. She said there was nothing she could do because the charge was valid. When I mentioned that their representative provided me with misleading info on a recorded line she then offered me a 10% discount. I told her that was not acceptable because I was still being overcharged $66.21. This is a fraudulent overcharge. I want to report their business please

Desired outcome: My overcharged amount of $158.21 be fully refunded

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12:36 pm EDT

HotelValues Reservation services

Made a reservation on my phone through their website. Astounded to discover when I read the email confirmation that they marked up the room fee amount quoted by nearly 30% calling it a "reservation fee". Called to cancel and was told they would cancel but not return any of my money. Unethical and disingenuous. I would like a refund of the $183.36 fee they charged to my card.

Desired outcome: Refund of "Reservation Fee" of $183.36

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11:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

HotelValues Hotel room tax and cancellation fee

I was charged $369.59 tax on $658.05 this is unacceptable along with charging me over $700.00 if I cancel my reservation.
The tax did not show up on the web site until I paid.

10 minutes after I made the reservation I was going to cancel my reservation and rebook on another web site that only charges $116.00 for taxes but I was told a ridicules fee of over $700 if I cancel it. All other web sites gives a 24 to 72 hour cancellation time.

The taxes charged to me is over half of what my room cost…. After this trip I will never book another reservation with you.

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Whatalife
Miramar, Florida, US
Oct 06, 2021 6:41 pm EDT
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OMG the same thing happened to me. I was booking on Orbitz and I don't know how I got on this site. when I was done I got a confirmation from Hotelvalue.com
I immediately called them and said I wanted to cancel because I didn't mean to book with them because I had credits on Orbitz that I wanted to use
She told me that the cancellation deadline was yesterday and I asked her how was that possible when I just booked it today. She just continued to read the cancellation policy over and over again. She also said the cancellation fee would be $590 and the total for the hotel for 4 nights was $727. This booking was less than 6hours ago!
I hope I actually have a room when I get there!

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Prakash123456
Mumbai, IN
Oct 30, 2021 2:40 pm EDT
Replying to comment of Whatalife

Hi, which number you called them on? Can you share? They are fraud. I was also charged a lot extra.

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Author of the review
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Stevesparks
Abilene Texas, US
Oct 30, 2021 6:28 pm EDT
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I called the number on my receipt

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Karl Peterson
, US
Sep 26, 2021 10:37 am EDT

Oh! And they told me that *I* was "being unprofessional" for being outraged and letting fly a few f-bombs! LOL

This place is bad, bad, bad!

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Karl Peterson
, US
Sep 26, 2021 10:35 am EDT

Dude, they tried pulling the same scam on us! I noted the "Tax Recover Fees" on the reservation confirmation email, and called them right back. They insisted nothing they could do about it. Told 'em to F-theH-off, and promptly found another place to stay. Really sorry they did this to you. :-/

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Prakash123456
Mumbai, IN
Oct 30, 2021 2:41 pm EDT

Which number you called on? I am trying to contact. I was also trapped with this additional fee.

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2:21 pm EDT
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HotelValues Wouldn’t modify reservations without charging a 50% service fee

I made reservations to state at Candlewood suites in Boise Idaho for 9/14-9/16. I realized on 9/9 that I should have reserved 9/13-9/15. I called Hotelvalues.com to modify the dates. They would not do it without charging 50% for changing. Apparently the date you could change free of charge was 9/6. I was three days late. This is not acceptable way of doing business. I want refunded the charge fir 9/15.

Desired outcome: Refund charge of 9/15 $200+

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roger Morningstar
, US
Dec 22, 2021 9:05 pm EST

I cancelled 2 months before my trip and they charged me the full amount as a cancellation fee. They are crooks. Problem is they are linking into hotel sight making me believe I was dealing with the hotel direct. Truly illegal.

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Anita Farmer Bergman
, US
Sep 30, 2021 8:30 pm EDT

Same thing happened to us. As soon as I booked I realized the dates were wrong. I called immediately and they were impossible. I said I’m not cancelling. I just need to change the dates. Absolutely not. No refund. Screw us. Got an email from a manger and I called her immediately and she said no. She said only thing I could do was contact the hotel directly. So I had to pay $15 to call international and the hotel was closed due to covid. Then I contacted my credit card. They investigated and said we had cancelled and I said no. They did nothing. I then contacted the attorney general and they did nothing. I gave up. I despise that company.

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Nucc 63
, US
Sep 27, 2021 4:03 pm EDT
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I got screwed the same way...they will never get my business again Sept 2021

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Stevesparks
Abilene Texas, US
Sep 16, 2021 9:50 am EDT
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Stevesparks Sep 16, 2021
After I booked a hotel room that I was told cost $658.05 I found I was also taxed $369.59. This is over 50% cost of what I paid for my room. I called 10 minutes after I booked the room to cancel my reservation because of the amount of tax charged they told me I would be charged a cancellation fee of over $700.

This is not acceptable and I will never book anything from this site again.

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Stevesparks
Abilene Texas, US
Sep 16, 2021 9:48 am EDT
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After I booked a hotel room that I was told cost $658.05 I found I was also taxed $369.59. This is over 50% cost of what I paid for my room. I called 10 minutes after I booked the room to cancel my reservation because of the amount of tax charged they told me I would be charged a cancellation fee of over $700.

This is not acceptable and I will never book anything from this site again.

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10:23 am EDT
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HotelValues Deceptive and added fees after the fact

Thought I was on Hampton Inn's website. I wasn't. Gave a decent price. Booked it for two nights. They added $164.09 in "tax recovery charges & services fees". Credit card company sided with them even after I explained all the BS associated with them.

Desired outcome: Refund in full

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10:57 pm EDT

HotelValues Unethical behaviour

Booked a hotel with hotelvalues.com for Comfort Inn in Sidney, British Columbia, Canada. Unbeknown to me was directed to the site for Comfort Inn in Sidney, NY USA. Booked a room for September 6, 2021 for one night. Received confirmation (#R2770661131) but unfortunately did not notice the reservation was for Sidney, New York and not Sidney, British Columbia. Arrived in Sidney, B.C. and to our dismay there is not even a Comfort Inn there even though when booking that is what we asked for.

Desired outcome: Refund to credit card or one night credit for a hotel of our choice at the same price that was charged to our credit card..

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4:21 pm EDT

HotelValues Hotel booking

They charged us over 100 more than the advertised price . Total cost was 339.38 advertised 339

Desired outcome: We would like our 100 back

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5:40 pm EDT

HotelValues Deceptive when it comes to customer resolution

On 8/20/21 I booked with IHG (Hilton), it sent me to a third party booking site which was Hotelsvalue.com (Conf. #R2749124392). I immediately notice the booking dates were incorrect and called to make changes to the reservation. I spoke with the customer service rep and they informed me that they were unable to reach the hotel to rebook or refund me. They sent my issue to the escalation team to try to reach the partner hotel to send a refund or do a "one-time courtesy" cancellation. I was unable to rebook the hotel. On 9/1/2021 I received another email for the escalation team stated the following:
"In an effort we tried and secured a waiver on your behalf we have reached out to our hotel partner and requested a one-time courtesy cancel to waive the penalties associated with your booking. Unfortunately, the hotels have denied the request and will not be extending a courtesy cancel". (signed and send by a customer care representative from Hotelsvalue.com)

I contacted IHG directly and spoke with a representative who quickly handled my issues, giving me a full refund and stating that they had not been contacted by Hotelsvalue.com about this issue. No notes at all. I was deemed a NO SHOW on their books.

I will definitely book with IHG again, but NEVER through Hotelvalues.com.
IHG should look at this company that they are partnering with, they are not a good company to work with.

G. Parsons

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2:01 pm EDT

HotelValues Overcharge

Same as others, I mistakenly moved too fast and did not realize I was not on Hilton website. My bad. I then realized after purchase and it is $100 over Expedia. Expedia even allows cancellation time, and this site does not. Do not use HotelValue to book any hotel. Please also note that they change the domain to read guestreservations.com, so it all disguises that you are not on a direct website of the hotel. Obviously, if they knew they were upstanding and competitive, they would use their name on the webpage. Once again, after I received the email, I then saw that it was hotel value.

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chipolatas
Londonderry, Northern Ireland, GB
Oct 10, 2021 1:15 pm EDT
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Booked straightforwardly trusting the price displayed. Unfortunately confirmation added approximately 50% (Euro60+ ) to the price - out of practice due to Covid I shall not make that mistake again. The hotel was adequate but at the price paid I'd expect exceptional - like having heated plates for buffet breakfast sort of thing. My mistake in not checking but sneaky way to do business.

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12:32 pm EDT

HotelValues Charging fees rip off

Hi there please see a copy of a reply I sent to the above company as I believed I was booking direct with Holliday Inn direct but was diverted to Hotels.com who charged me £143.95 for doing so, the booking reservation number is
R2764120188

Hi there

I am writing to you re the recent reservation in this e mail and would like to know why you charges of £143.95 are so high as all you did was handle this booking so an admin fee of about £15 is all that should have been added as you can not charge vat or fees for cleaning as you did nothing but take the booking which I believed was booked direct with Holliday Inn at the time of making the booking as I have stayed there several times, and you fees are unacceptable further more the first room we spotted was half the price but when we clicked on book the room disappeared?

I also know that on arrival the hotel was not fully booked but after traveling 250 miles to get there and arriving at another property was told they had no reservation for me which I had proof off this was my only other alternative.
I normally travel with work but on this occasion I was with my partner for a weekend break and this put a good start to the weekend before we even got checked in, I have also logged a complaint with booking.com as the other property was only £99 for 2 x nights. I look forward to your reply and a refund of the overcharged price of £143.95, I am also a genius level 2 with booking.com, but at the time I had spent 30 minuets on the phone trying to get hold of them to no avail.

Yours Faithfully

A Buckton

Desired outcome: a full refund of £143.95

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iain scobbie
, US
Oct 03, 2021 12:33 pm EDT

Was told by Hampton by Hilton in Glasgow to book through their website so as to get a better deal. I was unknowingly diverted to Hotelvalues and proceeded to book a double room for 2 nights for my wife and I thinking it was the Hampton website. After booking I contacted the hotel to sort out a couple of points but was informed they didn't recognise the booking number. So I went back onto the website less than 2 hrs after booking and cancelled, I received a cancelled confirmation email so I thought that was that. When my credit card statement came in there was a payment for £251.93 to Gar Hotel Res which I thought had been cancelled. I tried unsuccessfully to get in touch by phone to Hotelvalues. I contacted my credit card supplier and was asked if there was a cancellation refund which I new there was as I had stayed at the Hampton several times in the past. WRONG.On checking Hotelvalues reservation I discovered the hotels policy was non refundablle, that is their policy not the hotels.
DO NOT DEAL WITH THIS COMPANY AS IT IS A BIG SCAM.
Yours very disgruntled

Iain Scobbie

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D
3:22 pm EDT

HotelValues Deceptive hotel booking practices

The deceptive actions of this "business" are pathetic. I went directly to the hotel's website but was unwittingly 'redirected' to this third-party "business". When I received a reservation confirmation from HotelValues.com for $240 over the advertised room rate, I called to complain. I then received an email from GAR (Get A Room). Despite making a formal complaint to both companies (which are apparently one and the same) days ago requesting a refund of the additional "Tax Recovery Charges and Service Fees," I still have not received a response. Underhanded businesses that misrepresent themselves and charge undisclosed / exorbitant fees should be shut down!

Desired outcome: Refund of undisclosed fees

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JimSheehan
Cornelius, US
Mar 22, 2022 1:29 pm EDT

Was this resolved? I experienced the same and it cost me $434.46. This included $141.46 of undisclosed fees. This has to be stopped. We need the attorney general involved.

please address to

Sheehan.jim@hotmail.com

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W R Jones
Jersey, GB
Sep 01, 2021 10:29 am EDT
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I was also conned by hotelvalues.com
I booked directly with the hotel, or so I thought.
A " tax recovery and service charge " of £158 added to my bill, representing 40% over accomodation cost.
Impossible to contact them.
Hotel said they were powerless to act.
Money taken from bank within 2 hours of booking.
Cancellation options removed.

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1:30 pm EDT
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HotelValues Billing

This is a clear mistake on my part. I booked two rooms at a Hampton in Lexington KY and inadvertently did it on hotelvalues.com. They charged me $124 per room and then $128 in taxes, special charges, etc.

It's there on the confirmation and it is my fault. I just don't want anyone else to fall victim. I book a fair amount of hotel rooms and I'm fairly savvy about how and where I book and mostly I book through the hotel as I'm a member of most frequent traveler programs. I'm really wondering how this actually happened. Was I just blind or was there a little deception?

Clearly, they were trying to show a low nightly rate and make it up with SPECIAL CHARGES. I can't even bring up their website now and it makes me wonder if it wasn't diverted in the background.

Desired outcome: That no one ever uses this company

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2:38 pm EDT

HotelValues Hotel reservations

Hotel values.com create websites that look like the actual hotels' website. You will notice at the top it will say "guest reservations/whatever hotel" you're looking at, then they use really fine print so you do not see it is nonrefundable. When they send the email to you is when you see they are different company. As soon as you make the reservation they take the money from your account. They took over $1000 from me because their unethical criminal tactics tricked me.

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1:40 pm EDT

HotelValues Reservation at a Hilton hotel

How many of the same story must be told before something is done about these THIEVES? I was making a reservation for a Hilton Resort in Scottsdale, Arizona. I was on the Hilton hotels website. hotelvalues.com hijacked the site. The $270 per night room became a $390.63 per night room after they added ridiculous so-called "taxes." AND they immediately charged my debit card for the entire amount of $1180.79. There is NO WAY they will refund my money. This is outrageous and must be stopped.

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2:42 pm EDT

HotelValues Wrong dates and no cancellation

Their phone number showed on (as an add apparently) on a Holiday Inn website. I called and wanted to book two rooms adjoining for a date two weeks away. They took all the information but when they sent me the confirmation, one room was for the correct date and the other room was for that night (the day I called). When I got the confirmation and say the error I called Tham back and wanted to cancel but they refused to saying that I wasn't giving them two days notice. I specifically asked for two adding or close to adjoining rooms and they booked two completely different dates. The won't listen to my complaint. I told them that when I called I was informed I was being recorded. I asked them to listen to the recording - I wanted two rooms for one night same day. I am now dealing with my credit card company.

Desired outcome: Run them out of business

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10:21 am EDT

HotelValues Hotel bookings

I entered Millenium Hotels web site to make a booking and somehow was hijacked into Hotelvalues site without my knowledge.
I booked a room and received a confirmation from Hotelvalues in USA.
Shortly after I found that a family member had done a booking earlier and I needed to cancel.
I made contact with the hotel, they had not received any booking, I tried to phone the number on a confirmation e-mail, but this was unobtainable.
I sent an e-mail to the confirmations site at hotelvalues but this was returned as ACCESS DENIED but was directed to scamtrace.com where a considerable number of people had been scammed by this company.
I have paid £91.12 for a service that I will not receive from a company that do not exist.
This company should be closed down.
Confirmation no R [protected]

M Cupitt, [protected]@hotmail.co.uk

Desired outcome: Money back

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About HotelValues

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HotelValues (HVS) is a global hospitality consulting firm offering services such as valuation, feasibility studies, and asset management. They also provide industry research, training, and executive search for the hotel sector.
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Overview of HotelValues complaint handling

HotelValues reviews first appeared on Complaints Board on Jun 23, 2020. The latest review Exceptional Comfort and Service at HVS Spa Retreat was posted on May 17, 2024. HotelValues has an average consumer rating of 1 stars from 261 reviews. HotelValues has resolved 0 complaints.
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HotelValues Category
HotelValues is ranked 35 among 112 companies in the Hotels and Accommodations category

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