Onhotels.com reviews

Hi Gk Cheema. Sometimes, it takes a while till the names of the guests are uploaded in the hotel system. The room is confirmed and the hotel has the reservation in place so you don't have to worry. In some cases the names of the guests are not uploaded till a few days before the check in. It's the way some of our suppliers/hotels work. We know this can cause some confusion to our customers and are already working to try to solve this issue. Fortunately, this only happens to a small percentage of our reservations.

Our Customer Service Team will reply to your mail tomorrow Monday with the re-confirmation that the hotels have all your details. Then, you'll be able to call the hotel again to reassure it has your names in their system.

Please, feel free to review our service again.

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(2nd comment)

Hello again Gk Cheema. Thanks a lot for reviewing us again. We are glad everything is now solved and that at the end your experience with us was satisfactory. We’d like to point out that hotels always have the name of the guests at the time of check in, as we pass them as soon as the booking is made in our website. Only in a small percentage of bookings this info is uploaded in the hotel systems a few days before the check in (like it happened in your case).

Hi Mark. Sorry to read your experience with us wasn’t satisfactory. We apologise for any inconvenience the above might have caused you.

I’ve had the opportunity to look at your case closely and talk with the person from our Customer Service Team that attended you, which have contacted you again a few minutes ago to clarify the issue.

It seems that for technical reasons your booking got “stuck” in our system (this is rare but it might happen from time to time) and we couldn’t confirm your booking at the Shangri-La. Please, bear in mind that we don’t have all the available rooms for our hotels. That’s why you could see still availability in other websites.

As we have explained you, we didn’t take any money from your account, just a bank pre-authorisation; which means that the money was only “on hold” but untouched in your bank account. Unfortunately, some entities show this pre-authorization as a charge in the statements.

We couldn’t make a refund of that money because we have never took it and we were not authorise to do it (as we couldn’t confirm your initial booking). If you request it, we can send you a proof that we released the pre-authorization immediately after we couldn’t confirm your room in the Shangri-La. From that moment, your bank should make that money available immediately; although we are aware that some banks hold that money for a certain period of time.

So we have charged your card only once: for the second hotel. No refund can be done when the money hasn’t been taken. Onhotels.com never takes any money from customers until the reservation is completely confirmed by the hotel.

Please, accept again our apologies. Don’t hesitate to contact our Customer Service Team if you need further assistance.

Thanks BS1950 for trusting us so many times when booking your favourite hotels and thanks a lot for your comments. They help us to improve our service.

Regarding your point of hotels unaware of reservations (especially at last minute bookings), this is due to the way we work with some hotels (via suppliers). The room is booked from the moment you make the reservation with us; but it takes some time for the supplier to pass the details to the hotel and for the hotel to upload the names of the guests in their system. Our Customer Service Team does re-confirmations and last minute re-confirmations all day -every day- in order to avoid this situation. Good point about printing the voucher, as it confirms that the room is guaranteed by the supplier.

Regarding VAT, Onhotels.com VAT status falls within TOMS (Tour Operators Margin Scheme) as any other Online Travel Agent. This means that we are not able to provide VAT invoices for any reservations, whether they are for personal or business use. Our VAT is calculated differently than how normal VAT calculations are performed, and we are therefore not permitted by law to show any VAT on our invoices, nor are we permitted to provide VAT receipts. The VAT element of the invoice is not shown as the input element cannot be reclaimed.

Any other comment it'll be more than welcome!

Thank you a lot Ilya, for your review. Regarding your suggestion; we have featured over 50,000 hotels worldwide in our website. And this number keeps growing in a daily basis. We’d like this figure to grow faster but before making a property available, we make sure the information about it (including pictures) meets our quality criteria. Unfortunately this task takes resources and time.

Thanks Mrs Lupson for taking your time to review us. We’re really sorry to read that you experience with us hasn’t been satisfactory. We are enquiring our customers to review their experience with us to improve our service; so comments like yours help us a lot on this task.

Your booking was guaranteed by one of our supplier, which is exceeding its response time on confirming your refund. However, as we have received the confirmation of the full refund from the hotel, we should have refunded you without waiting the response from our supplier. We will look to revise our current procedures so this situation will not happen again in the future.

We have refunded the full amount of your booking. Please, accept our apologies for any inconvenience this problem might have caused you.