Booked a last minute one-night stay with them that was never confirmed, however the hold was put on my credit card, came to the hotel at around 5.30 PM local time ( 2 hours after the booking, no cancellation email, pending status) - no reservation.
The hotel did check me in, but on a rate that was almost 3 times higher than the original reservation (check-in agent did tell me however that they would honor the price of the original booking as soon as I get a confirmation). At 6 AM next morning the reservation was still showing as pending, so I emailed Onhotels and got the reply that they cancelled the booking because the rate was not available anymore. I did give them a call, but all they told me, that because they didn't send me a confirmation, I had no booking and there was nothing they could do about the situation. The question is, why would they send a booking number and put a hold on my credit card? Why did they advertise the price, which was not available, allow to make a reservation with the advertised price, and never cancelled the reservation within a reasonable amount of time? What if I decided to book another hotel and they did manage to confirm the reservation?
At check-out the hotel wanted to charge the hotel's full rate, fortunately the manager was really helpful and lowered the rate, but anyway, at the end of the day I spent almost twice the amount of the reservation with Onhotels.com.
Would I ever use Onhotels.com again even if it shows substantially lower rate than the competitors, the answer is a definite "NO"
I had to cancel my reservation due to a blizzard (one of the smart ones deciding to STAY HOME) and the customer service agents were friendly and helpful in canceling the reservation. Have already used them again to book another stay, great rates, no issues at the selected hotels regarding the booking. Onhotels will be my site of preference.
Used site 4 days in a row to book hotel, time consuming, other sites i use are more user friendly.
The last day I tried to book hotel, tried so many times, got fed up and used other site which took me minutes.
I had a problem and when I contacted on hotels.com on their help line, I was offered a fabulous help. They are really the best to have assisted me. I wold highly recommend this site to anyone, as it also offers a great choice at reasonable price.
Long story short - they charged me 23 Euro more than the hotel actually charged. Customer service took weeks to get back to me and tell me that all they could do was provide me with a 3% discount. Tried to escalate to a manager and it's been 2 months since I've heard from them. DO NOT book any service through this company. Their markup and policies are not competitive with Expedia of the web.
I stay in various hotels in London every week with work. On this occasion, I was visiting London with my wife to visit a friend in hospital and had to find a hotel myself.
OnHotels description of the hotel says: "The County Hotel is situated in the peace and quiet of the ancient Epping Forest" ... "At the end of the day, you will find our comfortable en suite bedrooms the perfect place to unwind."
However, once we got there, we DISCOvered that's not the case if you're staying on a Friday! Because: http://www.countyhotelwoodford.co.uk/county-hotel/over30s-disco.html
The disco is understandably loud, but unfortunately it can be heard clearly throughout the hotel, and we were as far away possible on the top floor! So shortly after checking in, I complained to reception who were helpless (e.g. we couldn't be moved to somewhere quieter, since the hotel was already overbooked, but I doubt there were any quiet rooms anyway). So afterwards I got online and found an alternative hotel, then we checked out. I requested written confirmation from reception of my complaint, and forwarded it to OnHotels' customer services the very next day, September 21.
It's October 24, over a month later, I still don't have my refund. They replied to my email 10 days ago, apologizing for their 'long investigation process' (well make it shorter then!)
Even if OnHotels did mention the Friday night disco, I've stayed in hotels where you would not hear such a thing from your room. So just mentioning the disco (which they didn't anyway) is not enough warning. It should be something like - "You're staying on a Friday, there's a Disco, but you don't have to go, it can be heard quite clearly from your room, you can even tell which song is playing and hear the DJ's announcements over the top of the TV programme you're trying to watch, if you're not tired, sing along, or even dance around your room!". Then I would not have booked this hotel in the first place.
Also, I've contacted OnHotels about this complaint more times than they have contacted me, which isn't great, having to follow up complaints leads to loss of credibility.
--- Reply to response from OnHotels ---
We did not stay at the hotel, it was not suitable for our needs, despite the description of the hotel on your site, which made it sound ideal.
I've just opened your website and gone all the way to a booking page for a hotel. I did not see any recommendation from you to read other guest reviews at all. Why did you say 'we always recommend our customers to read other guest reviews before booking one hotel', when you don't? You don't even have any links to TripAdvisor, so you clearly do not 'always recommend' this. If I lied like this in my review, you would have it taken down. I don't expect or appreciate being messed around.
This also sounds like you are saying something like this: "We are going to lie to you when we describe the hotels we have available, so don't believe anything we have said; it's up to you to find out what our hotels are like for yourself".
How long does it take to get the hotel feedback you need? Seriously, it's been a month now. If a supplier does not respond in a reasonable time, that's tough I'm afraid, the longer it takes, the less likely they are to remember what happened. It's not like they don't answer their phones when I call them. Apparently, there is sufficient feedback already at TripAdvisor, and I even sent you a letter from the hotel confirming the issue.
Wendy Hawkins found this review useful
I booked an hotel in Italy through this website because they had offered me a good rate. I need the invoice so the cost would be repaid me by my employer. The hotel has refused to issue it (in my opinion wrongly) because the money had been taken from onhotels, so I requested the document to the site. Unfortunately, like some other members at Trustpilot complain, onhotels still has not sent me anything.
Wendy Hawkins found this review useful
I booked a hotel in London through Onhotels (booking ref 684855) the booking was confirmed on the 17th of August and only 4 days before we were due to arrive in London Onhotels contacted me at work to say they no longer had a contract with that hotel and we could either accept another hotel or cancel our booking.
I could not research the alternative thoroughly because they wanted a response immediately but I did say to the Onhotels representative that it did not look to be of the same quality as the hotel we had booked. I only had time (while on the phone) to look on Trip Advisor and the original hotel got 68% positive comments where the replacement only got only 18%. The representative assured me that their customers usually rated the replacement hotel higher than the original and when I said the rooms looked very small she said she would get us a large room, and on this reassurance I agreed to the change of hotel.
Needless to say it was terrible, I was unable to get a timely response from Onhotels (minimum 10p minute call charge) while away and on return rang and was told to e-mail our complaint which I did on the 18th Sept.
Onhotels did not even acknowledge this complaint and I e-mailed again on the 21st Sept; on the 24th I got a short response saying they were sorry and would look into the complaint and get back to me shortly. Still no response to my complaint at time of writing.
Terrible customer service throughout, they lied about the quality of the hotel, I have since found out that some people are paying as little as £25 per night which tells you how awful it was, Onhotels charged us £200 for 3 nights and they obviously have no interest in customers once you have paid your money. DO NOT BOOK WITH THIS FIRM THEY ARE UNRELIABLE, UNPROFESSIONAL AND SIMPLY GET ALL POOR REVIEWS REMOVED FROM THIS WEBSITE.
Thank you for your reply on this site, unfortunately you have still not replied to my complaint that was made direct to your company. The £50 that your representative refunded BEFORE we travelled was out of the total £250 that I originally paid and was compensation for the late change in our hotel. The outstanding complaint that I have with your company is for the fleapit of a hotel that you moved us to. http://www.tripadvisor.co.uk/ShowUserReviews-g186338-d1799355-r177697777-St_Joseph_Hotel-London_England.html#CHECK_RATES_CONT You received the pictures of the filth and terrible state of this hotel over three weeks ago and yet have still not answered my complaint. As I said above you obviously do not value your customers once you have their money.
I still have not received any response from Onhotels to my original complaint other than an e-mail on the 24th Sept saying " We are looking into your complaint and revert back to you very shortly." (their wording). a month later and still no response so I have sent ANOTHER e-mail asking for my complaint to be looked at!
Catherine Camille Blanchet found this review useful
Si vous trouvez un bon deal avec ONHOTELS.COM ne tombez pas dans le panneau comme nous !! Nous avions réservé le 14/09 via leur site 2 chambres doubles à New York pour le 28 septembre. Ils ont purement annulé ce booking à 48 h du départ sans nous aviser et sans aucune raison !!! Nous avons découvert l'annulation en consultant notre compte en banque car ils nous avaient recrédité. Avons dû chercher en urgence un autre hôtel à un prix beaucoup plus élevé ! Aucune excuse de leur part ! JE DECONSEILLE VIVEMENT SI VOUS NE VOULEZ PAS VOUS RETROUVER SUR LE CARREAU !! .. Mon commentaire suite à la réponse de onhotels.Com, ''Vous avez simplement omis de regarder mon message du 10 septembre vous informant que l'adresse email retenue était fausse. Par ailleurs, vous pouviez m'informer via le cellulaire. De toutes façons, vous semblez coutumier du fait... et je ne ferai aucune éloge de votre site. Cette affaire nous a couté plus de 300 euros sans même un message d'excuse !!''
Wendy Hawkins found this review useful
We booked a hotel for a seven day stay two weeks before our flights, only for the site to cancel our (confirmed) booking seven days later, leaving us seven days to find alternate accommodation, without taking the responsibility to find an alternative themselves. This left us with only a week to find a new hotel, and in that time they were very slow at responding to emails asking for something more than an apology; ultimately leading to them "offering" alternate hotels at 2-3 times the price or 5% off any other booking the day before we were set to stay.
I could understand if it was an immediately discovered fault, but having had our booking confirmed for a full week, and then just sending an email telling us they had some wrong information and the booking was not actually made, "sorry" is not good enough.
Their listings are clearly unreliable. Be warned, the rooms you book are not guaranteed, and the site is quite happy to leave you high and dry days before you're due to leave.
REPLY TO BELOW:
This is my review of your service to warn other potential customers of the problems they are liable to face. I would suggest an amendment to your service would be to deal with your customer complaints as they arrive, and not as a last resort when trust pilot refuses to take down a negative review. I assure you had I have been offered a relocation I would not be leaving this review. Unless you intend to reimburse me the £180 or so extra I spent on last minute and very basic accommodation (which included an airbed in someone's living room one night) I don't see any reason to tell you which of your disgruntled customers I am.
All worked well - except I had to re-enter ALL data in the form because of some accidentally left out credit card detail. Would've been SO much more convenient to simply fix the error instead of having to do it all over again. Other than that, no problem.
I am a experience traveler, and always book hotel on the internet. The first time I use to website, onhotels.com, I thought everything should be ok. Once i make the payment, and waited for the hotel voucher. I always check in advanced with the booked hotel reservation officer to make sure my room is confirmed. However, Onhotels.com has not yet secured my room. I talked with the hotel reservation officer on my own, which incurred a very expensive long distance phone calls, and cost my time as well. The hotel told me that they have been close all the online booking already. So Onhotels.com actually DID NOT secure my room, but they have CHARGED my credit card already.
The night before I will arrive the hotel, Onhotels.com cannot mange to secure MY ROOM. I requested a refund. But it is a big hassle for me to find another hotel room one night before my trip. It was just a mess!!
I have completed my travelling and returned home, and found out that they refunded me for only the hotel room price, and the credit card handling charge was charged! It is onHotels.com fault to NOT able to secure my room. It is definitely a mess. I would file a complaint to the UK official. It is not acceptable.
Those persons below who mentioned that they provided good services, I am in doubt that they are the REAL customer.
DO NOT EVER BOOK FROM THIS WEBSITE AGAIN
Catherine Camille Blanchet found this review useful
We booked two rooms (1 persons in each room) for Ramada Docklands in London for the night of 11/09 and pre-paid these rooms at 253.67 euros in total for the two rooms together+ credit card charges. We received confirmation for this by email from onhotels.com.
We arrived at the Ramada hotel around midnight and after 25 minutes of checking different reservations systems, they could not find us in their system.
Even more unfortunate, they were fully booked and could not accommodate us.
They say they did not receive the booking from onhotels and that they did not have an agreement with onhotels for that week because of an exhibition going-on nearby which resulted in their being fully booked.
There is no customer number available in the evening for onhotels, so we could not get any feedback and needed a place to sleep desperately as we were catching an early flight back to the Netherlands only 8 hours later.
We end up having to walk ourselves over to a nearby hotel, in the hope of getting two rooms for the night and after much deliberation and uncertainly and calling around, only manage to get one room there after 1.30 am because all hotels were fully booked in the area and could only hope for a no show. Fortunately, the hotel in the end took pity on us, took a risk themselves and let us have the last room they had where a guest had not yet checked in. They were not able to offer us the two separate rooms that we needed so we were forced to share a room.
Only the next day, we saw there was an email sent from onhotels at 6pm the day before. Unfortunately whilst travelling I did not receive this email on time with the message of the relocation. No phone call was received or missed calls logged to show anybody had tried to inform us. The email was only sent at 6 pm of the day of booking, which is not an acceptable time period to notify a customer of a change of hotel.
We did not get a refund for the incurred hotel costs we didnt use, let alone all additional costs of transport to different, more expensive hotel and phone calls
I would not use them again! they use third party suppliers and do not seem to be organised enough to now request a refund
We recently used onhotels.com for the first time and we were very satisfied with our
service. Due to serious illness on the morning of our planned trip to Barcelona, we were unable to travel. Onhotels.com rebooked us for the following week with minimal fuss and penalty. We were so thrilled to not lose all or part of our payment. Thank you so much for making our stay in Barcelona that much more enjoyable.
Es mi primera vez que reservo a través de aquí , de momento los precios son muy buenos a comparación de otras más conocidas en España , le pongo 3 estrellas hasta que vuelva de mis vacaciones en gran canaria que será el 22 de julio , entonces opinare si fue todo perfecto , que por el momento lo esta siendo .E de decir que después de llamar al hotel y ver que la reserva esta realizada ya deje de tener esa incentidumbre , fue todo perfecto la reserva rápida y la confirmación igual , me parece un buen trabajo departe de onhotels, si e de poner un pero, sería que eche en falta el cambio de idioma en la página de onhotels, creo que debiera hacer algo con este último comentario pero por todo lo demás es perfecto , gracias.
I booked via onhotels.com, because the Kayak App shows me the best price for the hotel. I only asked for a invoice including taxes - nothing else. Wrote a few emails now, but I didn't got an answer since one month! Can't believe!
IN YOUR EMAIL YOU DON'T SAY WHICH HOTEL I AM BEING ASKED TO REVIEW. I HAVE STAYED IN 25 HOTELS IN THE PAST MONTH REGARDS DAVID SHEPHERD
Booked a hotel in Chicago on May 27th. My credit card was charged but the hotel has no confirmation for my room as of today Jun 07. Talked to onhotels.com customer service and been told that it takes a few days for the info to be sent to the hotel and they would e-mail me the confirmation soon. I will be arriving at my hotel next week and I am very anxious because the hotel is completely booked. I don't know if their discounted prices are worth all the stress. First time and probably the last time I am booking through onhotels.com
I finally got the reservation from the hotel. I will update my review after my stay.
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