Complaints

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Booked 2 nights and 9 days of parking through this reservation with Park Sleep Fly. The reservation ID was *******. The total with all charges was supposed to be $416.01 Reservation specifically states it includes: - 10/13-10/14 overnight stay - 10/20-20/21 overnight stay - Parking until 10/21 The day that I booked I paid $51.69 and it stated the remaining balance I would pay upon check-in would be $364.32 for the 2 nights and the 9 days of parking. However, this is what I was charged.9/22/23 $51.6910/16/23 $236.7310/22/23 $236.73 Total being $525.15which is $109.14 over the invoiced amount I was supposed to pay. I called the ******** hotel on 11/6 and th ey stated I had to contact Park Sleep and Fly even though they were the ones that overcharged me. I then called Park Sleep and Fly on 11/6 and had to leave a message. Nobody has called me back. I emailed on 10/21, 10/24, and 10/25 and I have not received any emails back just responses saying they received my email and will email me back. I finally recieed a response from park sleep fly. They told me.to call ********. ******** tells me to call Parl Sleep and Fly. Neither are helping me.

  Business response

  12/19/2023

  We have resolved this issue with the hotel and they have agreed to issue a refund to the customer. Our business is a third party service provider so if a charge originates with the property we are unable to issue a refund, it must be approved by the property.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This company does not make their cancellation policy clear, especially when offering bookings through a third party website (airportparkingreservations.com). I booked over a month in advance and when I had to cancel just a couple of days later, I discovered their policy is "no refunds under any circumstances". It's a deceptive and predatory business model.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  October 4th 2023 - checked into hotel as per booking through park sleep & fly and was told by the front desk there was no such booking. Park, Sleep Fly made a clerical error. Hotel told me to email park sleep & fly directly and copy them and they would approve the refund. No response, no refund. I had to re-book directly through the hotel upon arrival.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I booked a night at the **** ****** ** ******** on 6/1 to stay there one night (6/1-6/2) and park my car for 10 nights after while I was on vacation. My emailed receipt states that I was to be charged $21.59 by park sleep fly and $132.66 by the **** ****** ** ******** - ******* ***** *******. My reservation number was *******. My credit card ended up being charged $21.59 by park sleep fly and $184.96 by the ******** - $54.30 more than it was supposed to be. I contacted park sleep fly who told me that the prices on their website were agreed upon rates by themselves and the hotels and that the hotel overcharged me. They told me to call the hotel to get the overcharge fixed. I’ve now talked to the hotel several times and they have been unwilling to refund me. They originally said they would refund me $20 - less than half of what was overcharged, but they have not done that and that was on 6/8. I have called them several times and talked to a manager - Chrissy - who has been unwilling to help me. I have also left messages for other managers and haven’t heard anything back from the hotel. I spoke with the customer service department for ******** hotels, but they said since the hotel is franchised, there is nothing they could do. They did state they were entering a complaint to be sent to the hotel, and that there is paperwork that needs to be filed by park sleep fly to get the money back, but when I ask park sleep fly about it, they just keep telling me to call the hotel. When I call the hotel, they want to talk to park sleep fly. I also spoke with someone at park sleep fly who stated they were entering a complaint on my behalf and said they’d call me a couple days later, but I never heard back from them and that was 6/8. Park sleep fly did refund me the $21.59 I paid them as a deposit, which I didn’t ask for. I am just trying to get the $54.30 the hotel overcharged me through park sleep fly. Thank you. *****

  Business response

  08/02/2023

  For the customer complaint:

   

  Hi *******,

   

  I looked at your request and unfortunately, we are not able to issue any additional refunds beyond what was paid directly to parksleepfly.com. We contacted the **** ****** ** ******** ******* ***** ******* several times and spoke with Chrissy as well as another employee named Chanel and about your issue. A refund was agreed upon and Chrissy should have reached via phone to confirm the refund amount and date it was issued. If we were able to refund you the full amount of $54.30 we would have already issued this for the overcharge but the amount due at the hotel is paid to ******** and not to parksleepfly.com. I know this is a frustrating resolution, but we have no access to these funds not the account the funds were deposited to.

   

  Christine S************

  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Dec 29 2022, we booked a reservation (ID *******) for a nights lodging on October 11 2023, parking from Oct 12 - Oct 25 and free shuttle service from the motel to and from the ****** **** ******* for $188.87 paid by credit card. Above is confirmed in an an email receipt on 12/29/22. On Jan 4 2023, we received an email from ParkSleepFly(PSF) that the motel would no longer be providing the shuttle service. We contacted PSF stating this was unacceptable, asking for our money to be returned, their response was that it was a nonrefundable reservation. We again contacted PSF explaining it was not any action on our part that resulted in the unavailability of the shuttle service - they reiterated this was a nonrefundable reservation. We asked to be contacted about this situation and provide contact information for their legal department - we received the same reiteration of policy. On 1/13/23 our email included: By booking accommodations and receiving payment, ParkSleepFly (PSF) entered a contract to provide services which included an overnight room, extended parking and free shuttle service to and from the airport terminal. Failure of PSF's supplier to provide any of these services constitutes a breech of contract by PSF. PSFs responsibility extends beyond any customer "non refundable" stipulations expounded in your previous responses. - Our payment was to PSF -. PSF is failing to provide all the services as contracted -. We expect PSF to return that payment of $188.87 If you insist on once again reiterating your "non refundable" policy as if we the customer had any involvement in this breech of contract, please forward contact information for correspondence with your legal department. PSF has failed to respond Request assistance in obtaining a refund as well as highlighting PSF and their suspect business practice I'm sure there are other clients were affected in this same manner....PSF should be flagged in your system. If I could review them I would!

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a hotel and parking reservation at ParkSleepFly.com on Nov 7th for a stay Dec 21-22 and a flight on Dec 22. Unfortunately my wife and child fell ill, causing us to change our flight. I requested the reservation with ParkSleepFly.com to be changed as well, however the company refuses to make changes. They incorrectly quote my receipt claiming that it says I acknowledge changes cannot be made. The receipt clearly states that "the rate is non-refundable" but that "if i choose to change or cancel this booking you will not be refunded any of the payment". Therefore, at the time of purchase, the company clearly acknowledges that I my reservation can be modified. I can provide the emails with the customer service incorrectly quoting their policy. I seek to allow my reservation to be modified, either by exchanging or receiving store credit. In the event the company cannot modify my reservation, I request a full refund.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transaction: Nov 27, 2022. Total amount paid to Parksleepfly $328.18. We purchased a parksleepfly hotel res for 1 night (Nov 29 checking out on Nov 30) including round trip shuttle to/from the hotel to the ***** airport, parking for our car while we were away starting on the night of our alleged reservation (Nov 29th- December 4th). We arrived at the ******* *** in ******* for our night's stay around 9pm. Gave our name and confirmation number. The agent could not find a reservation. She told us there was no reservation. We explained what we had purchased from ParkSleepFly i.e. R/T hotel shuttle, parking for the dates Nov 29-Dec 4 and one night hotel stay. She says I'm sorry I don't have a reservation for you for tonight, we don't offer complementary shuttle either you must pay a taxi and your parking must be paid separately as well. Again we try to explain we have a reservation. We paid already $328.18. We show her the reservation which lists all that is included. She says no- you don't have a reservation for today. She can't find anything by our names, phone number, confirmation numbers. She later finds a reservation for Reservation in my husband's name for one night in room 203 on 12-02-22 and confirms it is our reservation by reciting our home address. This reservation for 12/2 happens to be during your stay in a Punta Cana where we are flying to leaving the hotel at 2;30am. She says she can't honor this incorrect hotel room or alter the reservation because it wasn't made by the hotel. She gave me a print out of the reservation that was made for the wrong day. Cancelled that reservation, gave me a cancelation number and sold me a new reservation for room for $134 + $75 for parking (plus taxes). We had to pay out of pocket for our taxi round trip $20 each way. We stayed the night in room 522 under our new reservation that WE PAID AGAIN FOR AT THE HOTEL. We are out $328.18 for the parkflysleep reservation which they are refusing to refund stating we checked into the hotel with no problems and staid the night. Despite me explaining this order to them now TWICE in full detail. Somehow they messed up our reservation and won't refund. HELP

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a hotel reservation thru this site on 8/18/2022. Reservation ID *******. Due to the Hurricane in ******* my trip was cancelled. I know there are no refunds but I want to change the date and no one is getting back to me. The check in day is today, 10/3. I want to change the date and use it next month.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two rooms for 7-21-22 and I accidentally chose the wrong dates. Their website for contacting them is not working and I can not get in touch with anyone. I'm afraid I just got scammed out of $345. I've sent several emails with no response.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I canceled my hotel reservation on May 13, 2022, for a May 27, 2022 hotel reservation. But on June 1, 2022, I see 2 charges on my credit card bill. Called the hotel but they tell me that they charged me once for the no-show charge even though the reservation was canceled with parksleepfly.com.

*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. ↩