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HotelValues complaints 260

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8:31 pm EDT
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HotelValues Over charge of hotel and then difficulty cancelling

I was unfortunate enough to use Hotel values as I thought I was using the direct website of which they had choicehotels/guest reservations in the website. I am in Australia and had used choice hotels site previously. The price per room was what I normally pay. I saw the credit card charge on my visa and immediately panicked as it was way more than what I usually pay. I could not find the confirmation as it had gone to junk mail. You could only cancel through their booking confirmation. I tried calling numbers to speak to someone to no avail. I have no proof that it went through prior to the cut off date for free cancellation as you can only cancel through their confirmation of booking. Their confirmation of cancellation came through email date stamped at 3.43pm and cut off time was 2pm which I had notified them at 1.30pm. They have charged me a cancellation fee of 100% of the ridiculous rate they charged my credit card. I went to my bank to reverse the charge however I have no evidence that I cancelled prior to the cutoff time.

Desired outcome: Refund of monies owed

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2:01 pm EDT
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HotelValues Hotel website imposter charges

On April 15, 2023 I booked a hotel room on the website of Hampton Inn & Suites by Hilton, Augusta, Washington Road for May 7-11, 2023.

The total was $420.10.

Unbeknownst to me, I was taken to a site that looked the same as Hampton's website, and confirmed my reservation.

Instantly I received a confirmation for the $420.10 PLUS another $277.59!

I immediately cancelled, as that was extremely high taxes! The hotel had great reviews and I was disappointed, but unwilling to pay $697.69 for four nights. I booked elsewhere.

Later I discovered that I had been charged that total amount, in spite of never setting foot in the hotel. The cc bill showed an 800# which I called.

I spoke with a person in Malaysia, whom I could not understand. I requested to speak with someone in the USA, but was denied. I called several times, with the same result. A rote response was always repeated.

So I called the Hampton Hotel itself. The clerk told me it was a "third party booking" and they had no control over it. However the person did say they "get calls like this all the time."

I asked why they allow a deceptive 3rd party to do this, and was told they have no control over it. I spoke several times with Marcus, the manager, who explained that the hotel is a franchise owned by Auro Hotels, and he gave me their number. Repeated calls to that number resulted in automated instructions to enter the first few letters of the person's name that you wish to speak with (I didn't have a name) or to press 0 for the operator - which is an automated recording to leave a message. None of my messages were replied to.

This leads me to wonder if Auro Hotels is aware of this less-than-scrupulous 3rd party and dodging calls. Marco at Hampton has been trying to help me, to no avail.

Desired outcome: I have two desired outcomes.#1. I want the credit card charge removed. #2. I want Auro Hotels to step up and ban the third party HotelValues from using their website and/or booking for them.

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9:58 am EDT
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HotelValues Reservation Confirmation #R4226321133 rotterdam city hub reservation Booking Ref. # [protected]

Reservation Confirmation #R4226321133,Booking Ref. # [protected]

Hello

I can send the hotel bill pdf format if you need it (attach pdf not possible below)

Please investigate question of paid tax recovery ….

I have payed for the below hotel reservation extra taxes of

Tax Recovery Charges & Service Fees (See Details Below) €206,68

But to my surprise the hotel only withdraw 477.09 room and taxes where only €32.70 give total of 509,79 eur

"Total reduction from your side 704,48 eur, why?"

"So can you please investigate and see why you have 206,68 eur for tax"recovery….withdraw?"

Booking Ref. # [protected]

Regards and thanks

Marc Puylaert

email:marc.[protected]@nokia.com

CityHub Rotterdam

Witte de Withstraat 87 ROTTERDAM, 3012 BN NL

Check-in: Monday, Jun 05, 2023

Check-out: Friday, Jun 09, 2023

4 Nights

1 Adult

0 Children

Booking Ref. # [protected]

Booking Confirmation # R4226321133

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5:38 pm EDT
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HotelValues Booking reservation needing cancelation and refund

My booking was an accidental booking and I realized it not even 15 mins after the confirmation.

This site won't return my call or refund my 300+ dollars.

It was disguised as the hotels site and charged an additional $100 for their fees.

Unacceptable.

TRAVEL DETAILS

Check-in: Friday, Jun 16, 2023

Check-out: Saturday, Jun 17, 2023

1 Night

2 Adults

1 Child

Booking Ref. # [protected]

Booking Confirmation # R4247391596

Desired outcome: Cancelation and refund of $333

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8:23 pm EDT

HotelValues Hotel Reservation Service

I inadvertently made a reservation for a Holiday Inn Express in Springdale, UT through HotelValues.com on March 10, 2023 for a stay in October 2023. However, I wanted to obtain points for Holiday Inn so cancelled my reservation on March 11, 2023 and made a new reservation through the Holiday website. I noticed that HotelValues kept one night stay as a penalty. I talked to the Holiday Inn Express and they said that I should be able to get a full refund as the reservation was 7 months in advance. In looking at my credit card statement, the payment wasn't processed until March 11 (same day that I cancelled). This is a terrible 3rd party dealer and should not even be allowed to advertise on the internet! Will never use them again and learned an expensive lesson. NO ONE SHOULD BOOK THROUGH THEM! My recommendation.

Desired outcome: Refund of my one night penalty.

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8:11 am EDT
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HotelValues reservation/cancellation booking hotel

Today I reserved one night in First Hotel Malpensa (Milan-Italy) on the 31th july 2023, number reservation [protected]. The price indicate was 85 euros, but the bank transaction was of 118,64 euros and there was any advance indication for this charge. So, I cancelled the reservation after having read that firstly you said that “Each room in this reservation is subject to the following cancellation policy: This booking is subject to a 118.64 EUR change or cancellation fee», but immediately after your communication added: “There is no refund for no-shows, early checkouts, or cancellations after 07/31/2023, 10:00 AM». In my view it was quite ambiguous. Any case. I saw the new situation: I payed for nothing. Is it possible now at least to restore the reservation? The hotel told me that at this moment the reservation is still there for them.

The number of cancellation is C4235601399. Thank You

Antonio Pollio Salimbeni

[protected]@yahoo.com

+[protected]

Desired outcome: the total refund of the payment, second best to restore the cancelled reservation

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7:27 pm EDT
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HotelValues Cancellation fee of 100% of booking cost

HotelValues.com

GetARoom.com

Consumer Club, Inc. d/b as GetARoom.com

Tried to book a room online and didn't realize that it was not a familiar site. 2 attempts were made that included credit card information but the site errored both times so I went to another site and successfully made a reservation. Then noticed a 'confirmation' email from HotelValues.com saying that the reservation had gone through. As it had been less than an hour, I used a link to cancel the booking that had been accepted and received a confirmation.

Later checked my credit card statement and found a charge for $247.50 which included $88.08 in taxes and fees which is quite high for that location.

Called the number provided which did not give an option to speak to a representative but hit '0' anyway which did connect to a human. Explaied the issue but was denied a refund. Asked to speak to supervisor, was put on hold for ~30 minutes, and was again denied a refund. Wash, dry, repeat.

Then did some research on the internet and found that HotelValues.com, GetARoom.com, and Consumer Club Inc. (which had a class action suit against it for the same reasons and more) were all linked and it appears that this is some kind of scam ongoing through Canada, the US, and Europe.

Have turned to appealing the charges through my credit card and have given them the whole story.

Desired outcome: Refund and the company should be shut down.

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Diana Mickle
, US
Jul 09, 2023 5:07 pm EDT
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Thought I was making online reservation with Comfort Inn Suites and made payment only to find out it was with hotels value.com. I made a cancellation and found out they still charge my credit card account even though I cancelled. It doesn’t tell you up front that it is a booming 3rd party service. Now they won’t refund my $200. A rip off . Beware of these people. They should state up front who they are.

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3:09 pm EDT
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HotelValues cancelation policy and notification of the non refund

This service is deceptive, my wife thought we were on the actual hampton inn site. It somehow hides the fact that it is a 3rd party. Hotel Values has a NON refundable cancelation policy. Hotel Values needs to make a customer is aware of such policy. In other words there should be a drop down or a separate box that needs to be clicked acknowledging customers fully understand the cancelation policy is NON- REFUNDABLE. We have reserved through numerous websites and I think this has to be one of the few sites that has the NON REFUNDABLE, cancelation policy...Yes by all means you can cancel BUT you will not get your money back. In addtion, they charge you upfront. If you are reserving a room be careful with this website. A proper name for this scam outfit..should be HOTEL VALUES with non-refundable cancelation.

Desired outcome: refund of our payment for the night at Hampton Inn in Yardly PA

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3:58 pm EDT
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HotelValues Hotel Values

I booked a room on Jan 29 for a May 3 visit. I was on the Hilton site, but once I booked the room I realized I someone ended up on HotelValues.com. They required that I prepay the room and charged a $235.58 service fee. When I checked the Hilton website, it appeared the nightly rate offered was more than the rate I was given ($199) so I thought I was getting a reduced rate through them. I couldn't figure out what the $235 fee was for. The HotelValues customer service person couldn't give me a detailed breakdown of what it was for, but gave me a $59 credit. Upon checking into the hotel, I was told their nightly rate include tax was $209...AND THERE WERE NO FEES charged by the hotel.

I send an e-mail to Hotel Values to complain about the fee and get a detailed accounting, as well as try to get a refund, and the e-mail was rejected by the e-mail address I utilized before ([protected]@hotelvalues.com).

Any suggestions on how I can pursue this?

Desired outcome: Reimbursement of $176 ($235-$59).

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3:56 pm EDT
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HotelValues Cancelation of booking

I have booked through this third party hotel values at the wild coast sun in South of Durban, I did receive an email with all the details it also states I have a free cancelation until the 26th May 2023 however I cannot get in contact with anyone to cancel and get a full refund. When I click on manage booking it looks like a scam to me. My account have been debited with reference. “Cci hotels“

No contact information seems to be working or valid, I have tried numerous time and now I don't even know of I will get my money back.

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1:14 pm EDT
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HotelValues Cancel a room

Booked a room in New Orleans on the date on May 5 2023, try to cancel the room three day out, No refunds, Also charged more for the room than the hotel would charge. Did not know I was using their site, I thought I was using Marriott site, Donot use this site, I will be turning their business practices into our State Attorney General office.

My Booking Confirmation#R4084268242

Desired outcome: I would like a total refund

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4:11 pm EDT
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HotelValues No refund for cancellation

I made a reservation for one room in 10/23 at the Virginian Hotel in Lynchburg VA, thinking I was make the reservation through the hotel website. I saw nothing about a no cancellation policy and did not think twice about it, since the Virginian always offers refunds. I canceled within one week of booking….again, for a reservation 6 months out! I called and they offered NOTHING! NO REFUND or transferring of the booking for another time. This is awful awful awful! I am now out $1200! I will tell everyone I know about this despicable company!

Desired outcome: Total refund

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Update by Lesley Browder
May 05, 2023 3:41 pm EDT

I am writing once more about this awful awful awful company! I thought I was booking directly through the hotel website and booked a room for two nights in October, 2023! Six months from now! I canceled a week later due to needing more room for my family and they canceled but kept the entire amount! No transferring of the amount even! I called and talked with them and they wouldn’t budge. So so awful! I have filed a fraud case with my bank since I used my credit card! I would join a class-action lawsuit against them in a second if anyone else would! They need to be put out of business and stop stealing from unsuspecting people! This was at the Virginian Hotel in Lynchburg VA, a Hilton Curio Hotel

Update by Lesley Browder
May 03, 2023 4:28 pm EDT

After reading more of the complaints about this company, Hotel Values, how can nothing be done about this? They are STEALING from people! This has got to be criminal!

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5:38 pm EDT
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HotelValues hotel reservation

I made a reservation thinking on was on Homewood Suites' website. When I received the reservation confirmation, I saw that it was nonrefundable and not from Homewood. This was not apparent or disclosed at the time I made the reservation. I called within three minutes of making the reservation and they refused to provide a refund upon cancellation. This is disgraceful.

Desired outcome: I want to cancel with a complete refund.

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7:16 am EDT
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HotelValues SCAM! Screwed me out of $428!

I got highjacked by this scam company. They booked me for more nights than I asked at the Peabody in Memphis. March 25th - 27th should have been through the 26th. I couldn't get through to modify. I'm usually more careful but screwed up. I canceled and they charged me $428. I probably won't even get any of my money back and the hotel wasn't even notified of the booking.

Desired outcome: Lock them up in jail and give me my money back!

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12:59 am EDT
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HotelValues Why am I getting charged?

I tried to book a reservation at Hampton Inn. I went through the whole booking process, providing my credit card, and when it was complete a screen popped up saying "room type not available anymore, select another one". At that time wasn't interested in any other room type and canceled my reservation.

I contacted the Hampton Inn directly and they did have that room type available, so I booked it directly with them. When I booked directly I also added one more day, prior to the original dates I thought I cancelled with HotelValues.com.

When I arrived, to my surprise, I now had (2) revelations; one directly with the Hampton Inn and one form HotelValues.com. (Again, I was a day early prior to the first reservation), so when I got to my hotel room I went on HotelValues.com found my account information and canceled my reservation that I thought was canceled in the first place. At which point they charged me $720 when my whole total was $919 for 5 days! So your only refunding me $199 for a reservation that was 24 away?

I called the 1800 line. Customer Service guy couldn't help after waiting on hold for quite some time. Gave me a case number and said "someone would email me in 5 days."

DONT USE THIS SITE. They say things aren't available after you give them your credit card, then still take your money. When you do cancel they change an absurd fee for NO SERVICES RENDERED.

The Hampton Inn also directly also canceled my reservation with HVS so no inventory was miss held, and they did have plenty of availability. However they can't refund me that is up to HVS.

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5:48 am EDT
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HotelValues Guest Reservations - Reservation Confirmation #R4066181142

Hello,

I wanted to make a reservation for The Tarntawan Hotel Surawong Bangkok. When it was time to proceed to payment I realized that the payment was in dollars. So when I was asked to validate this operation on my phone (control of the credit card) I refused this operation (Your reservation is cancelled Cancellation Number: C4066202165).

This was confirmed to me by the two emails I received on March 9 (5:28 and 5:45).

But when I came back from vacation, I realized that I was still charged an amount of 244.62 €.

Having never validated this payment, I expressly ask you to recredit me with this amount.

Otherwise, I would be obliged to file a complaint for fraudulent payment. pending a quick response.

Kind regards

Didier FENERON

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7:01 pm EDT
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HotelValues There is no way to get through to speak to anyone! I want a refund.

I called 48 hours in advance to cancel my room. The hotel canceled my reservation but told me that I had booked through a third party and would have to get my refund from them. I was not aware that I was going through a third party when I originally booked it. I tried calling the 800 number to cancel and the automated system said that per the hotel policy, I do not qualify for a refund. I know this is not true because I just spoke with the hotel directly. I demand a refund for a room that I gave well enough advanced notice to cancel.

Desired outcome: I would like a refund for a hotel that I canceled with plenty of notice.

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2:55 pm EST

HotelValues Hotel Reservation

I complain about a service charge of 50€ for an hotel reservation which would have cost me 86€. the website HotelValues is not identifiable until you have received the confirmation email of the booking. you believe to be on the Hotel's official website as they copy the layout and all - you think you are paying the rate until you press pay and the service charge and taxes surcharge appears. You are not sure what it's for, and you discover only when you have the confirmaiton email that you were not on the official hotel website... and breakfast was not even included. I hope they are shut down as they steal money because they render no additional service. Thank goodness the hotel had been paid.

Desired outcome: I would like to see them shut down and the 50€ i need to pay by own pocket despite it was a business trip refunded.

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2:40 pm EST

HotelValues The hotel could not provide a room

I booked a reservation for the night of Jan. 19, 2023. At the time of check-in, the only rooms available were on the second floor. The hotel does not have an elevator. I am disabled and could not climb the stairs.

I was very upset and had to find another place to stay the night. I thought all hotels were required to be ADA compliant.

The hotel was the Days Inn in Melbourne, Florida. The reservation number is R3917171133.

Desired outcome: I am requesting a refund since it was through no fault of my own. The hotel was not able to provide a room for me.

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1:20 pm EST

HotelValues Hotel reservation not found in the hotel's system.

I was supposed to stay in a Cobblestone Inn and Suites on February 24th-25th. We gor to the hotel around 9:30pm after 3 hours of travel and stopping for dinner to find that the hotel didn't have our reservation in their system. Thankfully, they still had room so I booked directly through their front desk but that meant I spent even more money for this 1 night stay.

I am not able to use this companies phone system to get a refund for the $167 they owe me.

By the way, the hotel gave me $25 off the room price for the trouble I had so the room only cost me like 90 something to book for the night. Which meant that this website charged me so much extra to book through their website. Don't boom with this place, ever.

Desired outcome: I want my 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 is ranked 35 among 112 companies in the Hotels and Accommodations category

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