Business Profile
Hotel Reservation
HotelsOne.com & Eurobookings.comHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
03/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I called what I thought was the hotel directly. I noticed that the amount I was quoted was significantly different then the Fairmont website. I told the agent on the phone that I did not want to go ahead with the reservation. I knew something wasn't right. At the time, I didn't realize or remember that I even gave ********* my credit card card information. I then went ahead and booked a hotel room through Fairmont.com. When we checked into the hotel a few days later, the reception agent told me that we had 2 reservations under our name. She cancelled the one that was unauthorized through *********. I now see that ********* charged my credit card, even though I told the agent on the phone I didn't want to go through with the transaction. I cannot believe that ********* would charge my card when I specifically said not to. It's theft! This was all done over the phone and I'm sure that there are records of our conversation. *********** has said that they would verify the double booking and that they cancelled the fraudulent room, upon check-in. I have also filed a dispute with our credit card company. I'm very mad that this happened and cannot believe anyone would think this is a proper business practice. Thank you for any help you can offer, as well as help in warning other customers about *********'s unethical actions.Initial Complaint
03/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I wanted to book a night at ****************** for the first time, and wanted to "pay later" so a colleague of mine could provide me with a discount at check-in. I searched for the hotel website and the first link was "******************************************************". Little did I know, this was a website that had a URL almost identical to the 1Hotel website, but was actually a 3rd party service provider. I unassumingly booked a stay at *************** through the website but there was no "pay later" option, so I continued with the only option I had to pay now. After contacting my colleague at 1Hotel to rectify the situation, she stated that my only option is to re-book and select pay later so I have to reach out to the 3rd party service provider, as the hotel themself could not do anything. I called the 3rd party service provider about 2 weeks ago and they said they have carried out the request with an email and I would hear back within ***** hours, I have yet to hear back. All I would like to do is cancel my current reservation and be able to re-book again with my colleague, and I feel cheated by a 3rd party service provider that confusingly shares an almost identical URL to the hotel I was trying to book with. Calling the 3rd party service provider has been no help, and there are *** reviews of this company stating they are poor to respond when it comes to cancellation requests, making me believe I am out of luck. The service provider should be able to provide me with a cancellation and refund, but is simply choosing not to respond to my inquiries.Initial Complaint
03/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This business fraudulently posed as a hotel website which lead me to believe I was reserving with the business directly. I made a reservation for months in advance, and in turn my confirmation was for the following day. When I called to have this fixed, they told me they could not make the change and I would have to call and reserve another date with the hotel directly before receiving a refund. When I called the hotel, they informed me that was not what they instructed the operator from *********. This business is a complete scam and I want future travelers to be aware of their tactics. In the end, I am told I will be receiving a refund, but I can't trust anything they say at this point.Initial Complaint
01/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 23 December, I was scheduled to fly from ******* to ************************. The flight was cancelled after we had already boarded. I had reserved a room at the ****************** for the 23rd through 26th of Dec. However, I had booked it through Hotels One, which is part of Expedia. When I called the hotel to see about a refund or credit, I was advised to contact Hotels One. I contacted Hotels One, and they attempted to contact the hotel. I was told that the manager of the hotel was not available, but I should hear something in 48 business hours. A couple of days later, I again called the hotel to see if the manager was in (he was not) and stated that I would be happy to have a credit rather than a refund. They gave me the manager's email, suggested I contact him directly, and said that dealing with a third-party booking agent is "tricky." I emailed the manager, reiterating that I am fine with a credit, asking if Hotels One had made contact, and if he would let me know what the status of the request was, if I needed to contact Hotels One again, etc. I never received any response. I followed up with Hotels One, and got an email confirming that they had contacted the hotel. This was on 8 Jan. ****** a week later, I have heard nothing back from the hotel. I appreciate that there may be complications between the third party booking and the hotel, but I am not pleased that the hotel will not communicate with me. My flights were canceled; having to cancel my reservation was not my fault.Business response
01/17/2023
As the reservation originated through a 3rd party site we offer no discounts as we are charged a fee by them. We encourage all guest to book directly with the hotel as they are better able to assit when problems arrise.Initial Complaint
11/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was looking at the internet site, and I did not click confirm, and all of a sudden, their site says confirmed and no cancellation. I immediately called, canceled within seconds, and emailed, and it was canceled before the scheduled dates. How can they possibly charge my credit card ****** when they've rented the room to someone else? It's canceled and re-appointed to someone else. This should be against the law. I realize that stuff happens, and if they can't re-rent the room, then yes, it should be covered, but they can re-rent it because I did not confirm the stay. I did not click confirm, and their system automatically said I had a reservation then I immediately reached out 1 minute afterward and couldn't get in touch with anyone, and the site wouldn't cancel it, and then the next day, the site canceled it before check-in. It was canceled before the reservations, so I should be charged.Initial Complaint
09/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9/12/22Booked a room at the ****************** in BrooklynCalled ****************** and they said they don't use HotelsOne.comRefund of the charge of ****** done within seconds of booking on what looked like the hotels official site.SAID I COULD MODIFY AND NOW WHEN I PRESS THAT BUTTON IT GOES STRAIGHT TO AN ERROR CODEItinerary # ***************/22/22 - 9/23/22Initial Complaint
08/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I never requested to have my hotel listed with HotelsOne.com and, as the hotel owner, I am not able to get HotelsOne.com to take down the listing. No one will return my calls or email requests. HotelsOne.com poses as though they work here at my hotel, and they enforce their own policies, such as keeping one nights rent upon cancellation. Since customers are led to believe they are dealing directly with the hotel, they are quite dismayed to learn that we did not take their money and cannot refund their money when HotelsOne.com refuses to do so.I do not want my hotel to be associated with this scam and want my listing taken down immediately.Initial Complaint
08/25/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
August *****, 2022 made reservations through hotelsone.com for ************************* in ******** *********. When I tried check in, reservation desk had nothing and we had no room.Confirmation number ************* I was told I was scammed. Caused great distress.Please help.Initial Complaint
04/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Their website poses as the actual hotel's website. We called once to confirm the rate. Once we arrived at the hotel, they informed us that our reservation was canceled, and the room had not been available even if it wasn't canceled. I called for a refund and was given a constant run around and told they were having difficulting getting ahold of the correct person for refund approval. This is the same story I have since read on many other complaints. Trying to tell me that "due to policy" they cannot give me a refund despite the fact that they canceled the reservation.Initial Complaint
04/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Sat, Mar 12, 10:30 AM ********* Itinerary Number:9165907334531 $775.86 I thought I was on the ********************* website and booked rooms for Check-in:28 Mar 2022 4:00 PM Check-out:30 Mar 2022 11:00 AM and it turned out to be Hotelone and I canceled right away. But they never refunded my money!3400 ****************************************************************** Telephone: ************** Refund Information What Hotelone said to me in an email when I canceled.Total refund:$775.86 If you are due a refund, we have issued a refund request. Refunds will process on our side within 24 hours and will return to the form of payment used at the time of booking within 3-7 days or on your next billing cycle.IT NEVER HAPPENED
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Customer Complaints Summary
21 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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