Reward Travel

March 28, 2014
Confirmation #[redacted]
 
Dear [redacted],
 
Thank you for contacting Hotel savings.  After receiving your email, we have created service incident number [redacted] for your file.  Please reference this number when...

corresponding with our department.
 
We received your Revdex.com complaint expressing your dissatisfaction with us and we sincerely apologize for the frustration caused to you.  We have reviewed your reservation with the [redacted].  We have confirmed the reservation was completed on March 14, 2014.  We do also see you have contacted us the same day requesting to make changes to your reservation.  When completing the booking we do show the detailed reservation information and the we ask for the credit card information.  At the bottom of the page we have the button stating that you have agreed to the terms and conditions of the site and the cancellation penalty of the hotel.  With this reservation at was 100% non changeable, non refundable. 
 
However, we have reached out to the hotel on your behalf, and the Hyatt Place has agreed to a refund. Once the refund is received from the hotel we will pass that along to you.  The refund process on our side can take 7 to 10 business days to be seen to your account depending on your financial institution.
 
In the meantime, if you have any additional questions or concerns please feel free to ask.
 
Thank You,
 
[redacted]
Customer Relations
 
[redacted]
[redacted]
[redacted], ** [redacted]
Tel: ###-###-####
Fax: ###-###-####

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I phoned hotel savings 2 days prior to arrival and told them I would not be checking in on the 23rd and asked for a refund for one of the nights I had reserved.  I was then told by your employee I could not receive a refund for that night.  I then phoned the hotel (Comfort Suites) directly and the manager there said he would have been happy to refund me for the night stay, however, the money was with hotel savings.com.  I informed him I would not be using the room on May 23rd and they made note of it on my reservation.  I then called Hotel Savings.com back, told the representative that the hotel was happy to refund my money, but they refused to do so.

May 22, 2014
 
Confirmation Number:  [redacted]
 
Dear [redacted],
 
Thank you for contacting The Reservations Center.  After receiving your concerns forwarded by the Revdex.com, we have created service...

incident number 3-[redacted].  Please reference this number when corresponding with our offices. 
 
On behalf of myself and everyone here at The Reservations Center, please accept our apologies for any inconveniences that you had experienced related to the hotel reservation.  According to our records, the above reservation was booked online on January 24, 2014.  Upon completion of the reservation, a confirmation email was sent to [redacted] confirming the details of the booking.  At this time, the hotel has charged us in full for the reservation and therefore we are unable to honor your request for a refund.  We have contacted the hotel on your behalf to discuss the reservation and inquire if a refund could be considered.   Unfortunately, the manager was unavailable that would make this decision and we have left our contact information and are awaiting a call back.   Please assure that as soon as we receive a call back that we will update you with the outcome.
 
Once again, our apologies for any inconveniences, and appreciate your patience.
 
Thank You,
 
[redacted]
Customer Relations
Reservations Center

Hi,   We understand that this is in regard to a filed complaint about the taxes/service fees. At the...

time of booking online, the web site shows the total cost of the booking including taxes and fees. The link “Taxes and fees included” listed under the total cost explains that fees and taxes that are included in the total cost. Also, a link to this information is also shown when viewing your reservation under My Trips. We hope that you understand that by adding these service fees, HotelSavings.com can continue to offer our customers access to our vast selection of Hotels and state-of-the-art search capabilities. Customer made the booking online, and it was documented that when he called customer service on December 31, 2015 at 4:24PM he was advised that there has been an additional $25USD service fee for the maintenance of the web site and that we cannot process a refund of it since he understood to be charged for the full amount of the booking, the representative offered to cancel the entire reservation and was advised to book to the Hotel directly, and he agreed to it, we apologized that we cannot reinstate the same rate and remove the service fee from the total amount of the booking.   If you have any questions, Please do not hesitate to e-mail us.   Regards,   [redacted] OPN Reservation Desk

Complaint: [redacted]
I am rejecting this response because:
It appears they didn't bother to read my complaint. I'm aware a guest stayed at the room. They should take the few minutes necessary to read my complaint before responding. My complaint is about the fact that they promised me accommodations that were non-existent and then couldn't be reached in time to rectify the situation and had no system in place with the hotel for the hotel to make timely decisions on their behalf.
I swear to god, these people are the absolute worst. They respond to emails without reading them. They respond with irrelevant information. Just terrible.
Regards,
[redacted]

May 15, 2014
Confirmation: [redacted]
Revdex.com Complaint: [redacted]
 
Dear [redacted],
 
Thank you for contacting Hotel Savings.com.  After receiving your email, we have created service incident number [redacted] for your file. ...

Please reference this number when corresponding with our department.
 
We received your Revdex.com complaint expressing your dissatisfaction with us and we sincerely apologize for the frustration caused to you. Upon review of your reservation, completed on line on February 19, 2014.  The terms and conditions agreed to at the time of the booking do advise, If you change or cancel this reservation after 12 AM local hotel time on Saturday, April 05, 2014, you will be charged a penalty of 1 night(s) room rate plus tax. No refunds for unused nights, including those resulting from delayed check-in or early check-out, will be given. We do not show any contact from you until the date of check in April 8th.  At that time we have contacted the Oceanside Inn and was advised we would have to speak to the manager [redacted], in order to request a refund. We have spoken to [redacted] on April 10th and he has agreed to a one night refund. The refund was processed back to your original form of payment in the amount of $79.59.  The refund has been processed on April 18th the date the refund was received.    Unfortunately, no additional refund can be granted. 
 
We sincerely apologize that we have not been able to provide the exact outcome that you have requested, but we do value your business and loyalty as a valued member of Hotel Savings.com.  If you have any questions, please don’t hesitate to contact us and we will be glad to assist. 
 
 
 
Thank You,
 
 
[redacted]
Executive Resolutions Coordinator
 
Travelocity - Executive Offices
11603 Crosswinds Way, Suite 125
San Antonio, TX 78233
ph. 570-706-2528
fax. 210-247-9489

Dear Mr. [redacted],
 
We were happy to review your comments again about the waterpark hours to see if there was something we missed.
 
We have reviewed our records again and noticed that the water park operating hours are loaded in our system. However, the shopping path and property description do not display this important information to our sales agents or site visitors. We have reported this issue to our Tech Team for review and response.
 
I have processed a refund in the amount of $160.64 today to reimburse you for the first night. Please allow 10-14 business days for the refund to appear on your account.
 
Thank you again for giving us the opportunity to address this matter. Your business is valued and very important to us. We hope you will continue to choose HotelSavings for your future travel needs.
 
Sincerely,
 
[redacted]
Customer Relations
Reservations Center
11603 Crosswinds Way
San Antonio, TX 78233
Phone: ###-###-####

Date: 01 May14
Confirmation: [redacted]
Service Incident: [redacted]
 
Dear [redacted],
 
Thank you for contacting Customer Relations in regards to your reservation with the above mentioned confirmation number. Once receiving your...

information, we have created service incident number [redacted] for your reservation. Please refer to this number when corresponding with our department.
 
On behalf of myself and everyone here, we would like to apologize about any inconveniences you have experienced. We understand your frustration and wanted to provide some clarification. When processing a reservation, there is a link directly above the complete booking process that states Terms and Conditions. When reading through the terms and conditions it does provide some of the information you have provided. Section 5 Prices and Payments states that the reservation must be paid in full by credit or debit card:
5. Prices and Payment 5.1 Payment for the services requested must be paid in full, by credit or debit card, on-line at the time of booking. We try to stipulate prices accurately and all inclusively, but the prices are subject to change. For example if there are any increases in sales tax or the like, then we reserve the right to pass these on.
5.2 Most Hotels will require a credit card as guarantee upon check in (please note some hotels will not permit a stay at their property without this.)
As far as the service fee would go, section 16 of our terms and conditions provides further clarification on this:
 
16. Hotel Transactions The amounts that are displayed as the nightly rate for hotel transactions consist of the amount that the relevant hotel has agreed to accept for the room as well as a Facilitation Fee that we retain to compensate us for facilitating your travel arrangements. Amounts displayed in the "Taxes & Service Fees" line for hotel transactions consist of the amount that we expect the relevant hotel to charge for any applicable taxes, governmental fees and other charges (a "Tax Recovery Charge") plus a non-refundable Processing Service Fee in the amount of $9.95, that we retain to compensate us for processing your travel reservation through our system. For those hotels located in certain jurisdictions, such as Atlanta, Baltimore and New York, the Tax Recovery Charge also includes taxes on our Facilitation Fees and/or our Processing Service Fees that we are required to collect and remit to those jurisdictions. Combining the Tax Recovery Charge with our Processing Service Fee enables us to maintain the opaque nature of the prepaidroom rate. Note that at the time your reservation is made, we can only estimate the amount that the relevant hotel will collect for applicable taxes, governmental fees and other charges; we will pay the full amount of those charges in any event. Also, remember that you may incur other charges during your stay that are not payable to hotelsavings.com and are not included in the quoted price, such as extra-person or extra-bed charges, resort fees, gratuities, hotel energy surcharges, parking fees, telephone/WIFI fees, room service, movies, mini-bar purchases, and incidental charges.
 
When asking for a breakdown on the price of your reservation, we would only be able to provide you with the information presented on your reservation which would be as follows:
Room #1
Nightly Rate Breakdown
Sunday, June 08, 2014
135.57 USD
Monday, June 09, 2014
153.76 USD
Tuesday, June 10, 2014
244.74 USD
Sum of Nightly Rates
534.07 USD
Total Tax Recovery Charge & Service Fees?
113.25 USD
Total Rate per Room (1 Room)
647.32 USD
Total 647.32 USD
 
For a better description of the taxes and fees, please see section 16 of the terms and conditions listed above. Again, we do apologize about any inconveniences you have experienced with your reservation. If there are any further questions or concerns, please feel free to contact us and we will be more than happy to assist.
 
Thank you,
 
[redacted]
 
Reservations Center
[redacted]
Tel: [redacted]
Fax: [redacted]

Date: May 7, 2014
Confirmation: [redacted]
Dear [redacted],
Thank you for contacting Customer Relations.  After receiving your email we have created Service Incident Number [redacted] for your file.  Please reference this number when contacting our...

department.
On behalf of myself and everyone at HotelSavings.  We would like to apologize for any frustrations caused to you with your hotel reservation.  We have looked into the reservation and see that the hotel has charged us for the full amount.  The policy does state that if you change or cancel this reservation after 12am local hotel time on Friday, Feb 7, 2014, you will be charged a 100percent penalty equal to the total cost of your stay.  There would not be any refunds for unused nights, including early check out.
We have worked with the property and they have refunded 1 night back to our card.  We have refunded 200.10usd back to the original form of payment as this was the price of the unused night.  You should receive this refund in 7-10 business days back to the original form of payment
If you have any further questions or concerns please do not hesitate to contact us.
[redacted]
Travelocity - Executive Offices
[redacted]
ph. [redacted]
fax[redacted]

Our File Number 3-[redacted]
 
 
Dear Mr. [redacted],
 
We understand our previous response so far has not resolved the matter to your satisfaction. With this in mind, we have reviewed both your original request and your additional correspondence.
 
The reservation through HotelSavings was made online without the help of a travel sales agent on January 24, 2014. A deluxe room with 2 double beds was purchased. We collected $227.74  for this reservation with confirmation ID [redacted]. The Menger Hotel advised that another reservaiton existed that was not made through our services. The other reservation was for a suite room type and was the reservation that was used. The suites are priced higher then the deluxe rooms. The Menger Hotel advised that they have rebated your suite reservation by the amount of our deluxe room agency rate ($178.89). We have processed a refund in the amount of $48.84 today to reimburse for the difference of the rebate and what you paid to our agency. Please allow up to 10 business days for the refund to process.
 
We strive every day to produce the best products and values for our customers, we're sorry that you didn't have a good experience with us this time.
 
Sincerely,
 
[redacted]
Customer Relations
Reservations Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, if possible, I would like to verify that the refund offered will be in full ($330.05) and added back to my credit card. If this is the case, then I more than accept the business's response. Thank you.
Regards,
[redacted]

We cannot locate any reservation. We have used the name and the confirmation but they don't work.  If you have any information that you can provide, for us to address the issue...

accordingly that would highly be appreciated.  Sincerely, Customer Care www.HotelSavings.com

Please note this is an automated acknowledgement. We acknowledge receipt of your correspondence, and thank you for contacting Consumer Relations. In certain circumstances we may have to contact a third party to...

investigate the circumstances presented for your situation.While this could cause a slight delay, we will make every effort to respond to you within the next 7 days with an update and status of our efforts. To expedite the handling of your case please ensure we are in receipt of any requested and relevant documentation. If you have not done so already, please forward the requested paperwork, credit card statements or receipts to us directly. You can forward the documentation via e-mail, fax or U.S. Mail as follows: E-mail: [redacted] Fax: ###-###-#### (###-###-####) Mail: Reservations Center Attn: Consumer Relations [redacted] Should you need to contact us directly please call ###-###-####. Our hours of operation are: · 7:00am-9:45pm CT (Mon- Fri) · 8:00am- 4:45pm CT (Sat/Sun) Please include or reference your Trip ID when contacting us directly and we will readily service you. Thanks, Reservations Center

Revdex.com:
I have sent conformation in the original complaint.
I have reviewed the response made by the business in reference to complaint ID [redacted]2, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and even though it's replete with more blatant lies about what the Menger Hotel did and did not do, I find that this resolution is satisfactory, but ONLY because the Menger itself too care of it for me.  I did NOT use any reservation made with Hotel Savings, or Reward Travel, or whatever the Unholy Hell their actual name is, and the proof of that is the PHOTOS I TOOK OF THE HOTEL SUITE I STAYED IN WHILE THERE, as well as the charge of over $400 I paid directly to the Menger that is on my credit card statement dated Feb. 2014. 
So whereas yes, the issue is resolved, please do not think for a single second that this cunning, deceitful, dishonest, and disreputable online travel "business" had anything positive to do with the resolution.  I don't know who they are or how they found me, but I've taken steps to ensure they never try to charge my credit card again for anything.  And you are welcome to add this "resolved" complaint to the freakishly long list of complaints against these criminals.  
Sincerely,
[redacted]

March **, 2014
 
Confirmation Number:  [redacted]
 
Dear [redacted],
 
Thank you for contacting the Reservations Center Customer Relations.  After receiving your concerns forwarded by the Revdex.com, we have created...

service incident number [redacted] for your file.  Please reference this number when corresponding with our offices. 
 
On behalf of myself and everyone here at the Reservations Center, please accept our apologies for any inconveniences that you have experienced related to your hotel reservation that you had booked.  We understand that there are concerns regarding the refund for your hotel booking. 
 
We have reviewed your hotel booking and confirm that your reservation was cancelled online.  At the time of the cancellation, the reservation was in penalty which resulted in a 100% penalty.  We understand that you processed this cancellation because at the time that you arrived at the hotel, the hotel advised that they were unable to accommodate your reservation because they were sold out.  Based on these circumstances, we are showing that a refund for your original reservation was submitted and processed back to your original form of payment on March **, 2014.  Please allow 7-10 business days for processing.
 
Once again, please accept our apologies for any inconveniences that you experienced.  Should you have any additional questions or concerns, please do not hesitate to contact us and we will be happy to assist.
 
Thank You,
[redacted]
 
Customer Relations
Reservations Center