ComplaintsforReservHotel LLC

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd, 2023 I booked a hotel and flight package through ******************** hotel and resort in ***************. Unknown to me, I was using HotelReserv to book the flight. I had to cancel because I was accepted into a program in college and will be unable to travel. The agency says I only have until May 3rd of **** to use that credit which I will be in school so I cannot. ********* Airlines credit never expire. I was wanting this agency to release the funds to southwest so that I may use the credit in the future when I am not in school. I have been told numerous times by ReservHotel that they do not have access to the funds. ********* Airlines says they also do not have the funds. However, when I go to check on my southwest account for the credit it says they are unable to locate the funds. I would like ReserveHotel to release the funds to southwest so that I may have the credit on my southwest account.

  Business response

  08/07/2023

  The services that are provided by ReservHotel are very complex.  Because we sell hotel rooms in conjunction with airline tickets, together as one packages, the consumer generally doesn't understand what services we can provide and what limitations we have based on airline and/or hotel rules.  Each airline has their own rules and their own way they work with third parties, like ReservHotel.   Because of this, on occasion, when the customer does not get their desired outcome; they assume it is our fault (even though we have no control over rules imposed by airlines) or that we are purposing being difficult.    We have been in business for over 30 years and have over 600 hotels and connections to 100 airlines. 

  Here are ********* Airlines rules are for 3rd parties:  

  Tickets issued by South West do not expire
  Tickets issued by Agency have a 12 month validity we, ReservHotel do not have a way that our system will release reservations and funds to southwest.   This is not our system limitations, but the rule that ** has implemented into the system that does not permit this.

  The ONLY way for us to be able to do this would be for SOUTHWEST to provide us with the waiver and turn on the release function for that booking. 

  Originally booked on May 3rd. Cancelled on July 1.

   ReservHotel resolved this case on July 12.  We rebooked the reservation using the ** credit on a flight to ****** to ********.

   

  Thank you,
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 7 nights at Divi and within minutes tried to cancel due to an error so I contacted the company via their forum chat and was given a free cancellation with no penalty bc it was done within minutes. A day later I call bc I still have not received the confirmation and I was told nothing was done and they will charge me $600 for cancellation which they claim is for a night. I paid $378 per night yet they charged me $600 claiming that is what I paid per night. I called over 3 times and even spoke to management but they were rude and didnt want to work with me and my husband. The site clearly said if you pay now you get free cancellation yet they said the hotel has a different policy. I cancelled within minutes through their chat and the second day was told that no they didnt cancel it. I am mortified with the customer service I received from ********************** and Divi resorts. My reservation number was B672988.

  Business response

  04/10/2023

  This reservation was cancelled and full refund was processed on March 10, after our agent reached out to the hotel for a special authorization.  After looking at the notes on this reservation, as well as our phone logs, this reservation was made on March 6th and the client didn't reach out to us until March 9th, when the reservation was cancelled as requested.  We are the hotel support center and we based our communication with the client from the rules and regulations set forth by the hotel.  In this case, the cancelation policy is set for 7-nights prior to arrival.  The client booked at 6-nights prior to arrival and would have already been within the cancelation window.  If the client called the hotel directly, there is no way for us to know that.  When the client did call on March 9th, we explained the cancelation policies established by the hotel.  The client was irate and yelling at the agent.  We have the recorded message. 

  Please see attached

   

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a ******* trip through ******* resort website 9/10/2022 and the link transferred me over to Reservhotel site where was able to book the resort along with Bahamasair flight and **************(IMG) trip insurance for the dates of 12/29/2022 to 12/31/2022. I eventually couldn't make it to ******* because my flight from ******* was cancelled due to the winter storm on 12/24/2022. The resort and flight for *********** was non-refundable so I submitted a claim for $1369.72 along with all supporting paperwork. ************** will not process my claim because ******* and Bahamasair both have left me an open credit to use at a later date, I contacted Reservhotel to state that I will not be able to make it and I would like to forfeit all future credits. The reservation agent would not help me with this and I notified the insurance contact about this. The insurance agent tried contacting Reservhotel as well to try and receive a forfeiture and Reservhotel wouldn't provide anything either. Reservhotel is the agent who sold me trip insurance that is virtually worthless because of the credits offered by the resort and flight Reservhotel also provided as the agent. I don't know if this is an intentional act of fraud on Reservhotels part or just a mistake but either way it cost me a lot of time and money.

  Business response

  02/16/2023

  Good morning, 

  We are very sorry that you encountered this problem.  ReservHotel is a simple technology provider for both the hotel & air packaging options; we do not create the policies/rules associated with the hotel and/or flights.  Those are created and managed through each company, respectfully.   We are also a reseller of the travel insurance as an added features.  Similar to the hotel and air policies, ReservHotel does not make the rules for the insurance; which are outlined in your policy documentation.  ************* pays for any funds that are not able to be recovered.  Since the hotel and air gave you a credit, they see that as a form to recover your cost and if they were to refund you, having a credit, you would essentially be getting your trip for free.  

  If you could please provide me with your booking number, I can speak with the resort directly, as any waiver would need to come from them since again, they make the rules. Also, please provide me an email address so I can contact you directly. 

  Thank you in advance, 

  *******************
  COO
  

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