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HotelValues
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HotelValues Complaints Summary

0 Resolved
255 Unresolved
Our verdict: Engaging with HotelValues at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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HotelValues complaints 255

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10:39 pm EST
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HotelValues HotelValues inaccessible via phone or email to process refund.

I would like a refund due to the hazardous condition of the hotel.

I booked with HotelValues Nov 22, 2022 for a stay in Sydney January 5-9, 2023. The hotel is a smaller well known and well respected hotel that I have stayed at many times.

Despite providing HotelValues with clear and specific parameters of how many beds we needed for 6 people, when we arrived, the rooms did not have beds for everyone to sleep in. We were booked into a smaller accommodation than agreed upon.

Additionally, there was blood in the bathroom shower, up two walls and on the amenities. The issue could not be resolved that evening due to the severity. I have video proof and photos that demonstrate the severity of the issue and emails from the hotel management profusely apologizing for the incident.

We had to change hotels at 10:30pm and were promised in writing a full refund from the Hotel. I have tried to obtain this refund through HotelValues as they were the third party and the policy requires it goes through this pathway.

However, I have received delivery failure notifications on all HotelValues' emails and the phone numbers (domestic US toll-free [protected] and International [protected]) have both been disconnected. So I have no way to access my refund.

Desired outcome: I want a refund for $1594.52 Canadian Dollars.

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3:09 am EST

HotelValues Hotelvaues: Misleading online practices, untrue 'free cancellation' claim

Booked through Hotelvalues unknowingly due to misleading entry on Web search. Hotelvalues had hotelname.guestreservation.com on website so thought I was booking directly with hotel. I was wondering why the prices seemed higher than previously. As soon as I finished booking I realised what had happened. Tried to cancel or at least make a change but could not contact via confirmation email under "manage booking" I'm not in the US; could not get through on phone number; link to "Best Hotel Rate Guarantee" did not work -- They're charging 30% higher than other sites...so in fact guaranteed the worst rate. Claims of "free cancellation" is untrue as email also says booking is non-refundable. I can't contact them so am stuck with this booking that over-charged! Turns out they're an affiliate of Booking.com (of which I have booked through before without problems) I contacted Booking.com but they couldn't do anything about it.

Desired outcome: Stop misleading practice of using the hotel name to hook a person in to think they are booking directly with the hotel. Remove "free cancellation" from their information as this is untrue! Refund on excess mark-up on charges.

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3:56 pm EST

HotelValues Reservations

The below reservation was canceled with 20 hrs. Your policy says I would have had to cancel before it was made. That is fraud. I made it 1/28/23 and cancel but you said it must be canceled before I made it by 1/27/23.

Guest Reservations
Reservation Details
Status CANCELLED
Booking Confirmation # R3978999427
Hotel Confirmation # [protected]
Arrival Friday, Feb 10, 2023
Departure Wednesday, Feb 15, 2023
Costs & Fees
Subtotal US$499.95
Tax Recovery Charges & Service Fees
(See Details Below)
US$195.56
Amount Paid US$695.51

This payment will be processed in the United States and will appear on your statement as "cci*Hotel Res". A refund of US$144.36 has been processed and applied to your credit card. By booking this reservation, you have accepted the Terms and Conditions. Hotel Details
Hotel Hyatt Place, Colorado Springs Garden Of The Gods
503 Garden Of The Gods Road
Colorado Springs, CO 80907
Rooms 1 King Bed (with Sofa Bed)
Free Breakfast
Customer and Travelers
Guest Richard Stair
Adults 2 Children 0
Customer Richard V Stair
Phone [protected]
Email [protected]@cox.net
Address W Rose Garden Ln
Glendale, AZ 85308
Need Help?
US toll-free [protected]
International [protected]
Additional Policies.

Check-in hour 18:00-23:00. Car park, YES (With additional debit notes). Credit card is compulsory as a deposit, no deposit in cash is accepted. Cash Free. Due to the pandemic, many accommodation and service providers may implement processes and policies to help protect the safety of all of us. This may result in the unavailability or changes in certain services and amenities that are normally available from them. More info here https://cutt.ly/MT8BJcv (15/05/2020-30/06/2023) Following medical expert guidance to help reduce the spread of COVID-19 — all Hyatt hotels in the U.S. and Canada will require face coverings within indoor public areas. Public areas may include hotel lobbies, meetings and events spaces, restaurants and bars, and fitness centers. Some guests may be exempt from this mandate, including but not limited to guests with medical conditions, guests consuming food or beverages in restaurants, and children under the age of 2.

Cancellation Policy
Each room in this reservation is refundable for a limited time: Cancellations before 01/27/2023, 11:59 PM (America/Denver) are fully refundable. Bookings cancelled after 01/27/2023, 11:59 PM (America/Denver) are subject to a fee of 551.15 USD. There is no refund for no-shows, early checkouts, or cancellations after 02/10/2023, 10:00 AM (America/Denver).

What are Tax Recovery Charges & Service Fees?
This charge includes the estimated amount we pay the hotel for occupancy related taxes owed by the hotel and any amounts charged to us for resort fees, cleaning fees, and other fees. The balance of the charge is a fee we, the hotel supplier and/or the website you're booked on, retain as part of the compensation for our and/or their services, which varies based on factors such as location, the amount, and how you booked.

Check-In Instructions
Due to COVID-19, it is recommended that you review the local health and safety ordinances before you travel. As requirements and restrictions continue to change, your travel may be impacted, as well as your ability to check in to your reserved accommodation. Please consider checking the Hyatt global website or contacting the hotel directly prior to arrival for the most up-to-date information.

Booking Ref. #
[protected]

Desired outcome: Full refund NOT PARTIAL

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11:17 pm EST

HotelValues https://www.guestreservations.com or [protected]@hotelvalues.com

Many sad stories on here, and I'll add mine, but hopefully this gives everyone an avenue to having their lost money recouped.

On the bookings.com website I booked a room for an upcoming trip in March. The room, at a reputable hotel was advertised on the booking.com site as "no prepayment required" and "no cancellation fee" - so I clicked the reservation button and proceeded to fill in the reservation e-form which looked to be booking.com's process to make a reservation. On hitting "proceed" after filling in my details (including CC details to verify the reservation) I got an email from the above address almost immediately confirming the booking has been paid in full - and that the payment was not refundable (!).

The email contained room charges and taxes not at all mentioned in the ad, and a total charged about 50% more than what was displayed as charges in the booking form. The contact number supplied in the email was not operational, and the website related to the sender's email address was clearly a dodgy web front. Bookings.com could also not find my reservation - so I suspected immediately that I'd been scammed.

It seems these guys are scamming by spoofing websites with pop-ups and fake forms. I am usually quite savvy and careful when paying online, so they've really gone to great lengths to make their pop-ups look legit. Please be very careful when using bookings.com - ensuring you're logged in via your profile is a good precaution.

Long story short - I disputed the transaction with my bank, and explained that I had been scammed. Because the bank's systems recognise the transaction as coming from a known scam merchant, the bank has requested my permission to follow-up the dispute on my behalf (to which I agreed of course), approved the dispute immediately, and have promised that the transaction will be reversed within 3 business days!

People - don't bother chasing up your money with these scammers. Go straight to your bank and dispute the transaction as a scam - and if you're bank's any good, they'll reverse the transaction up front, and follow up with the scammers on your behalf.

Hope this helps you. Below is an excerpt of the confirmation email I got from the above email address FYI:

_

Guest Reservations

KURT, your reservation has been prepaid and is fully guaranteed.

TRAVEL DETAILS

Vibe Hotel Melbourne

getaroom.com 1 Queen Street Melbourne, 3000 AU

getaroom.com Check-in: Friday, Mar 17, 2023

getaroom.com Check-out: Sunday, Mar 19, 2023

getaroom.com 2 Nights

getaroom.com 2 Adults

getaroom.com 0 Children

Booking Ref. # [protected]

Booking Confirmation # R3966441807

ROOM & GUEST DETAILS

getaroom.com Rooms (1)

King or Twin Room – Urban - Free cancellation - Free WiFi

getaroom.com Guests (1)

Kurt Isaacs

CHECK-IN DETAILS

getaroom.com Check-in Time: 3:00 PM

getaroom.com Check-out Time: 11:00 AM

The guest checking in will need a valid photo ID and a major credit card for incidentals.

Due to COVID-19 it is recommended that you review the local health and safety ordinances of your destination before you travel. As requirements and restrictions continue to change your travel may be impacted, as well as your ability to check-in to your reserved accommodation. Please consider checking the hotel chain global website or contacting the hotel directly prior to arrival for the most up-to-date information.

Manage Your Reservation

CUSTOMER & PAYMENT DETAILS

XXXXXXXX

XXXXXXXX

XXXXXXXXXXX

XXXXXXX Street

XXX, NX. XX59

MasterCard:XXXXXXXXX

Mar 17 Fri AU$375.27

Mar 18 Sat AU$375.27

Subtotal AU$750.54

Tax Recovery Charges & Service Fees (See Details Below) AU$337.88

Amount PaidAU$1,088.42

CC Disclaimer - This payment will be processed in the United States and will appear on your statement as "gar*Hotel Res".

Terms - By booking this reservation you have accepted the Terms and Conditions.

*This charge includes the estimated amount we pay the hotel for occupancy related taxes owed by the hotel and any amounts charged to us for resort fees, cleaning fees, and other fees. The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services which varies based on factors such as location, the amount, and how you booked.

CANCELLATION POLICY

This reservation is non-refundable. There is no refund for no-shows or early checkouts.

ADDITIONAL POLICIES

Refund Policy: Refundable Children Policy: Children of all ages are allowed. 1 child (up to and including 2 years old) stays for free when using available cribs. Up to 3 children (up to and including 17 years old) stay for free when using existing beds. No extra beds are available. The maximum number of cribs is 1. The maximum number of total guests is 4. Hotel Internet Policy: WiFi is available in all areas and is free of charge. Hotel Parking Policy: Public parking is available at a location nearby (reservation is not possible) and charges may apply. Hotel Pet Policy: Pets are not allowed. Hotel Preauthorize Policy: The property reserves the right to pre-authorize credit cards before arrival. Additional Information: Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply. Food and beverage services at this property may be limited or unavailable due to the coronavirus (COVID-19). In response to the coronavirus (COVID-19), additional safety and sanitation measures are in effect at this property. St Marks Road Co.: Closed from Wed, Feb 03, 2021 until Thu, Feb 11, 2021 Bar is closed from Wed, Feb 03, 2021 until Thu, Feb 11, 2021 Fitness center is closed from Wed, Feb 03, 2021 until Thu, Feb 11, 2021 Pool: Closed from Wed, Feb 03, 2021 until Thu, Feb 11, 2021 When booking more than 9 rooms, different policies and additional supplements may apply. Please note that there is a 1.2% charge when you pay with a Visa, Mastercard, American Express or China UnionPay credit card. Please note that there is a 2.5% charge when you pay with an Diners Club or JCB credit card.

Need Help with Your Reservation?

US toll-free [protected]

International [protected]

Booking Ref. # [protected]

Guest Reservations

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Peter Blackaby
Brighton, GB
Sep 07, 2023 1:08 pm EDT
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Ive had a real disaster with these guys, When I booked for one night the booking Calendar glitched and booked me for 13 nights instead of one. with all the scam add ons a £120.00 stay became £2,300 and they aren't giving me my money back, my bank are fighting my corner but looking at this website I'm not hopeful..

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Andrew Koehler
, US
Apr 01, 2023 12:57 am EDT
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This is super helpful. I just had an incident tonight and am searching all over here to find solutions. I considered contacting my bank, but wasn’t sure if that would work. May I ask you who you bank with?

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3:34 am EST
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HotelValues Clickbait and no cancellation

Like others i was completely mislead and through clickbait was guided to this website without even knowing. It is the absolute worst booking site. EVERYONE please beware- do NOT book with this site! There are SO many other more reputable sites to book from. The site steals from unsuspecting people by including in teeny tiny print that you cannot cancel under any circumstances. Kid you not, accidentally finalized a booking and cancelled 2 minutes later and they refused to give me back my money and included hidden fees that were not disclosed. Company is extremely predatory. Beware and book at your own risk!

Desired outcome: Refund

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Andrew Koehler
, US
Apr 01, 2023 12:59 am EDT
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Did you ever get anywhere with this?

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9:12 am EST
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HotelValues I stayed at the Jhoti Mahal hotel. Delhi

My stay was on the 11th, 12th 13th Our booking was with booking.com. for £92 for two rooms on those days. Somehow there was a double booking at the hotel and they deleted the cheaper one we thought we were using. Your company has debited my account for US$546.36. , Way in access of the normal rates. I only discovered this when I got home from my travels.

My name is Brendon Wall and I cannot afford this kind of error. I don't know how this has come about. I don't recall ever seeing these prices or the name of Please can you look into this and refund me the difference from what I was expecting to pay and what I paid. My No is +[protected]

Email: [protected]@yahoo.co.uk

Desired outcome: Partial refund for the difference

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11:10 am EST
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HotelValues Would not refund me my money after cancellation

On 1/10/23 I searched for a stay at the Hyatt and through click bait, was directed to hotelvalues.com

At the time of booking a cancellation policy was not provided, I immediately cancelled my reservation within 5 minutes of booking because our friends found the same hotel $100 cheaper. The booking charge was never refunded and on 1/17/23 I called Hotel values and they refused to refund the money, said it was a non refundable booking, I told them I would have never booked with them if that was the case and I want to speak to a supervisor . I canceled the reservation within 5 minutes, no cancellation policy was visible at the time of booking. Hotel values.com refused to let me speak with a supervisor and then hung up on me. I was charged $656.26 for a 5 minute booking. Poor customer service and unwillingness to help the customer.

Desired outcome: Cancellation policy is not readily visible at time of booking, please make it!! I’m out over $600 because of this.

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3:57 pm EST

HotelValues Scam on hotel reservation

The hotelvalues.com website posed as the Staybridge website when I was making the reservation. The final rate I agreed to was:

[Day 1] Sun US$119.00

[Day 2] Mon US$139.00

Subtotal US$258.00

In fact, my card was charged for an extra 'Service fee'

Tax Recovery Charges & Service Fees (See Details Below) US$104.66

Amount Paid

When I called customer service, they claimed that this is 'tax and other stuff that the hotel charges'. They refused to give me an itemized receipt for this, and the hotel said they do not charge any service or resort fees. This is a blatant scam.

Desired outcome: Refund of 'service fee'. Fine for hotelvalues.com and removal of scam website.

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Andrew Koehler
, US
Apr 01, 2023 1:19 am EDT
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Did you ever get anywhere with this?

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8:13 am EST

HotelValues Unclear verbiage

Jan 11-12 we stayed at the Holiday Inn, Burlington, Ontario, Canada.

Reason was a death in the family. We stayed one night with our 3 children. When trying to book online, I was given a toll free number to call. I was never informed I was calling America, nor that my credit card would be charged in USD. I asked several times to make sure I knew the total being charged. Agent assured me of the amount. Again, knowing I was in Ontario, Canada. Booking a room in Ontario, Canada. Never once was I told this charge was in USD. Now the charge is $120 more than originally assured because of exchange rates. How is this even legal?

Desired outcome: Refund

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3:35 am EST

HotelValues Overcharge for stay at Clarion Hotel and Conference Trondheim by 'HotelValues'

From: [protected]@hotelvalues.com

Topic: Guest Reservations - Reservation Confirmation #R3899728723

Date: 19. desember 2022 kl. 10:49

The reservation was for a stay at Clarion Hotel and Conference at Brattørkaia in Trondheim for one night from January 4th, 2023.

Booking Ref. # [protected]

Booking Confirmation # R3899728723

I was charged $ 258,75 which was much higher that the price stated on the web page for hotelvalues . On my Visa card, this showed up as NOK 2611,42.

When I arrived at the hotel, the room had been prepaid as agreed, but when I asked for a receipt, the payment for the room was for NOK 1652,14. I had been overcharged NOK 959,28 by HotelValues

Desired outcome: Please refund the overcharge of NOK 959,28. to my my card.

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6:39 am EST

HotelValues Hotel Stay, over charge

Hi I stayed with 3 colleagues at the Holiday Inn in York for evening of Dec 7th. I was charged £618.96 on my prebooking. Booking Ref. # GMBH162719BJH0 / Booking Confirmation # R3841721274. The hotel provided me with 4 invoices @ £106.25. Ie total of 425.00.

I have an over charge of £193.96. Can you credit my card thank you

My Name is Andrew Donnelly (colleagues are J Hicks/L Mason/ B Kozlowski)

Desired outcome: refund of £193.96

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9:26 am EST

HotelValues Hotel Reservation Intercontinental Cartagena

I make a reservation for the 26 of January until the 11 of February 2023. I didn’t authorize you to pay in advance with my credit card and on top of that the reservation can’t be cancel. What kind of reservation is that. How come? If I have an emergency and can’t go I loose my money. You’re the worst travel agency I have seem. I going to call the Hotel to see what’s going on because I read some complaints and I have my doubts you’re legit. If you’re not I will contact my attorney. PD. Confirmation #R3890122523

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3:48 pm EST

HotelValues prepaid reservation did not work, paid out of pocket for hotel room, want refund

Prepaid for hotel on May 3, 2022 for November 12th reservation -

Total US$269.27

When we arrived to Hilton hotel in Boston, they had no record of the reservation. We showed them the email confirmation and they were not able to locate it regardless. We then called the customer service line and after about 30 minutes of not being able to get the hotel reservation confirmed, including having the rep talk to the front desk person, we were not able to get our hotel room.

The hotelvalues customer service agent stated that we could cancel the reservation and get a refund so we elected that option and then we paid the hotel directly.

Desired outcome: I want a refund. We got charged, wasted 30+ minutes trying to get the fixed while at the hotel and ultimately then paid out of pocket for a room.

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5:06 pm EST
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HotelValues Booking hotel room at Doubletree Hilton

Made an error in booking and Hotel Values won't change it even though I want to stay longer at the Doubletree Hilton and they would make more money off of me. Furious. as I booked over a week. ahead of time as well. This isn't a last minute reservation and it's out of season. A whole group of us are staying there for a sports tournament. Very disappointed that they wont' help me. Dont. use them.

Desired outcome: Rebook with correct dates for longer stay.

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1:13 pm EST

HotelValues forced to pay twice Reservation # 54357SE004335 

When I arrived at the America's Best Value Inn, the desk clerk informed me that he had not available rooms. So I showed him my reservation confirmation. Eventually, he found a room for me, but said that I would have to pay again because he could not access my previous online payment to Guest Reservations. He suggested I request a refund ($104.61)  from your company. So I paid a second time for my room. Please remove the $104.61 charge from my credit card. Regards,David Sikes 15278 Caravel Drive Corpus Christi, Tx [protected]

Americas Best Value Inn Edna. Nov 4–5. Check in Fri, Nov 4, 1:00 PM. Check out Sat, Nov 5. Duration of stay1 night. Address1006 East Houston Highway, Edna, Texas 77957, United States Phone number+[protected]. Confirmation number 54357SE004335  

Desired outcome: I want $104.61 removed from my credit card

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10:30 am EST

HotelValues Refund please

I reserved a room through this third-party site last week. I couldn’t make my reservation the first day and so the hotel canceled my reservation without my consent. They said I would get a refund and so I went agar as and booked another room. I tried calling hotel values to figure out how to get the refund, but I can’t reach a receptionist. $400 down the drain.

Desired outcome: I want my money back.

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6:13 pm EDT
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HotelValues I want my $521.80 refunded.

Booked and paid for a hotel reservation online with the hotel. Total hotel cost was $1,100. I somehow received a confirmation from Hotel Value with an additional $522 charge for "Tax Recovery Charges & Service." I called Hotel Values. The customer service rep I spoke with was evasive and would not answer my questions. She kept repeating the same thing over and over. She said that the charge was a fee they pay to the hotel for their taxes, as well as a service fee for Hotel Values. I asked to speak to someone who could give me more information about the service fees they charged me. She told me there was no one I could talk with and to email them. I told her that I had already emailed them and did not receive anything back. She told me that she had not yet given me the email address. The email address she gave me was for another company called Getaroom.com.

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Gable End
, US
Nov 13, 2022 8:36 pm EST

I did eventually get a refund through GETAROOM?

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Ryan Grossner
Bethesda, US
Nov 01, 2022 1:55 pm EDT

I just had the same problem. I’m trying to cancel now. This is a scam. They say you agreed, but it’s an illegal contract. They charged me 54% tax. Don’t listen to them. The law says no hotel booking contract can charge over a certain percentage. The number can’t be 54% for “Tax Recovery” or for anything else. That’s crap.

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2:46 am EDT
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HotelValues Reservation fees added are outrageous and not evident until you hit accept

On 10/24/22 I booked a room for Holiday Inn Express in Roseburg, CA and did not realize I was using an external site to obtain the room. Nor did I realize that I would be charged a service fee of $307 added to the room rate of $189 for 4 nights. When I immediately called to cancel the reservation I was told I should have paid attention to the exclusions and limitations as my reservation was non-refundable. I literally just hit send and saw the dollar amount and realized it was so much more than the $189 a night. They do not clearly delineate that they are charging a service fee of $307 on top of the room charge. They say it is a booking and service fee when I called. I spoke to a person by the name of Roan in their customer service dept and was told by her that the fine print is totally legal and they would not refund my monies. She then put me on hold and came back and said they would give me a $100 credit on my card after my stay. I have no idea if they will even adhere to that. This company is ripping people off.

Desired outcome: I would like a refund of the Service fees - minimally $250. There should be no need for a booking fee greater than $50 for an online service.

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11:42 pm EDT

HotelValues Misleading and cheating representation and charges

On 8 October 2022, I made a reservation for a hotel at Ipoh, Malaysia. I thought that I am making the reservation directly with the hotel's website. The website showed a nightly rate of RM342 Malaysia Ringgit which is roughly US $ 74. However, when the reservations were completed, and charge was made to my credit card, I noticed that this website not only has change the currency rate to US Dollars, but also has changed the nightly rate by more than 200%. I called them and asked to cancel and refund me the full amount. Their Customer Care person, Waseem, told me that since the reservation was refundable, he cannot do anything.

HotelValues is cheating innocent consumers.

Desired outcome: Fully refund the unjust charges

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3:33 am EDT
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HotelValues Unconfirmed reservation

On September 7, 2022, I made two reservations through your website at the Sofitel Hotel Ho Chi Minh, Vietnam, for the period 27.10-31.10, the first of them, a DBL room (guest name: Mr. Sabin Bota) and the second, on my name (Leonard Azamfirei). Both rooms were paid with my card (card holder: Leonard Azamfirei).

For the first reservation, I immediately received a confirmation email (#R3756422908), but for the second reservation (SGL, guest Leonard Azamfirei), I did not receive a confirmation email.

For both reservations in the bank statements I am attaching, the money (780.33 EUR x 2) was discarded from my bank account. The first transaction for the already confirmed room (guest: Mr. Sabin Bota) was made at 16:58, the second transaction, (guest Mr. Leonard Azamfirei), with the reservation not yet confirmed, was made at 17:20. I am attaching the proofs of both payments to this email.

I tried to contact by email the customer service but they did not answet.

Desired outcome: To clarify the situation.

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HotelValues contacts

Phone number

+1 (800) 327-1200

Website

www.hvs.com

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