- Report: #919313
Complaint Review: Hotel Plus Portal - Internet
Reported By:
Anonymous -
Atlanta, Georgia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Hotel Plus Portal
Internet, United States of America
Phone:
Web:
www.hotelplusportal.com
Categories:
Business Rating:
(0)
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Hotel Plus Portal Hotel Plus LCC never felt like an inconvenience when booking travel until now, Internet
I searched and searched to find the best price, location and quality of hotel for a girls trip to Savannah. I found great prices for the Inn at Ellis Square and booked my reservation through what I thought was the hotel's website. After booking for what I thought was the best price, I reviewed the confirmation email. I noted that the price shown when booking didn't include taxes. I was mad because I felt I was scammed.
So, I immediately called the number listed and realized that I had booked through a booking company, not the hotel. They told me to call back the next day to speak with a supervisor about my rate dispute. I had already tried to cancel my reservation (about 20 min. after making it) and they said I would only get 80% of my money back.
The next day I called again and asked to speak to a supervisor, like instructed. They transferred me to a voicemail. I left a message and then called again. I again asked to speak to a supervisor and the rep. Ken, told me the supervisors were in a meeting but he could help me. I reminded him that their website says "BEST RATE GUARANTEE" and gave him many other web addresses with much cheaper room rates. He told me that they only compare rates to 3 websites. He did say that he'd reimburse me the difference in "room rate only" which was about $27. I gladly accepted. He said that he'd have to charge me for the new full reservation rate of $400 and would later refund the previous charge of $427 to my card in 7 to 10 days.
FYI their taxes and fees are at least double all other website taxes and fees. I then reviewed the website and saw that there is a form you can fill out if you find a better rate within 24 hours of your booking and if hotelplusportal can't match the rate they will cancel the reservation without penalty. THE FORM DOESN'T WORK! I called back AGAIN and asked AGAIN for a supervisor. The person who answered said that KEN (who I'd just spoken with) was the supervisor and he'd be back in an hour. PS he told me he wasn't a supervisor just minutes before.
Fast forward to now. It's been 16 days and my credit card hasn't seen a refund. I called hotelplusportal again today (Sunday) to discuss the issue and I was told that I needed to call back tomorrow "because the accounting dept. doesn't work on the weekends" in a very rude tone and hang up.
I'm disputing the charge with my credit card and I'm hoping that hotelplusportal will eventually do what they sort of promise which would be at least refund the original charge. Needless to say I will NEVER use them again! I've never felt so taken advantage of.
So, I immediately called the number listed and realized that I had booked through a booking company, not the hotel. They told me to call back the next day to speak with a supervisor about my rate dispute. I had already tried to cancel my reservation (about 20 min. after making it) and they said I would only get 80% of my money back.
The next day I called again and asked to speak to a supervisor, like instructed. They transferred me to a voicemail. I left a message and then called again. I again asked to speak to a supervisor and the rep. Ken, told me the supervisors were in a meeting but he could help me. I reminded him that their website says "BEST RATE GUARANTEE" and gave him many other web addresses with much cheaper room rates. He told me that they only compare rates to 3 websites. He did say that he'd reimburse me the difference in "room rate only" which was about $27. I gladly accepted. He said that he'd have to charge me for the new full reservation rate of $400 and would later refund the previous charge of $427 to my card in 7 to 10 days.
FYI their taxes and fees are at least double all other website taxes and fees. I then reviewed the website and saw that there is a form you can fill out if you find a better rate within 24 hours of your booking and if hotelplusportal can't match the rate they will cancel the reservation without penalty. THE FORM DOESN'T WORK! I called back AGAIN and asked AGAIN for a supervisor. The person who answered said that KEN (who I'd just spoken with) was the supervisor and he'd be back in an hour. PS he told me he wasn't a supervisor just minutes before.
Fast forward to now. It's been 16 days and my credit card hasn't seen a refund. I called hotelplusportal again today (Sunday) to discuss the issue and I was told that I needed to call back tomorrow "because the accounting dept. doesn't work on the weekends" in a very rude tone and hang up.
I'm disputing the charge with my credit card and I'm hoping that hotelplusportal will eventually do what they sort of promise which would be at least refund the original charge. Needless to say I will NEVER use them again! I've never felt so taken advantage of.
1 Updates & Rebuttals
Director of Operations - Hotel Plus
United States of AmericaResponse to Complaint 919313
#2UPDATE Employee
Fri, August 17, 2012
Hotel Plus has subsequently contacted the guest back, and our Director of Operations verified with her that the credit she spoke of in her post HAS BEEN received (in full - $427.20). It is our aim to please each and every guest and hotel that we work with, and while we are realists and realize that this is not always going to be the case, we strive for this outcome each and every day.
To address the "Best Rate Guarantee" page on www.HotelPlusPortal.com, we have also verified that it is, and has been, in perfect working condition. If the guest was unable to access it, we greatly apologize, and wonder if it may have been an internet connectivity issue on her end, or if there was down time on the page (which wasn't found, when checked).
Further, Hotel Plus LLC has a Best Rate Guarantee for both: www.HotelPlusPortal.com and www.GuestSmile.com and invite all to check the sites and allow us to be your one stop travel stop for your future travel needs.
Lastly, Hotel Plus is glad to have this issue resolved and we are proud to report that upon the completion of communication with the guest, both parties were happy and satisfied with the outcome, despite the journey it took to get there.
Thank you for the open forum to follow-up on, allowing everyone to see not only both sides of each story, but the RESULTS and CONCLUSION, which are what is important.
