Onhotels.com reviews

Quick and Easy no fuss booking.

It was really easy to book a hotel on the internet,there was no hassle or distuptions. Good price also they bet all other competitors. Smooth, easy transaction and would use again.

Onhoels - it works!

Easy to book - seemed too easy. Would the hotel be there? Would it accept our booking form?
Yes and yes. Hotel was as described, and good in quality, people and value.
Thank you Onhotels - keep up the good work..

just perfect!

never had problems ... found all invoices, vouchers a.s.o.
I like to book there ... can always find very good prices, too.

Positively surprised!

After reading some negative reviews about OnHotels.com (with the reservation already made...) I was really afraid for losing my money as I got the same pending confirmation email referred in some of the reviews. However, everything went OK and in a couple of hours I received the final confirmation email and, not yet confident on the reservation, I contacted the hotel itself which confirmed everything was correctly booked. Relief!
Some days later I had to cancel my trip and therefore the hotel reservation which got me worried again, not being being sure if I would see my money back. When I tried to cancel it everything was pretty smooth and quick and the money was credited back in my card in the following day (even though the period when you can cancel a reservation with a payment of only 10% of first night was gone the day before). Given all the previous reviews I have to say onhotels.com was actually a positive surprise. Will definitely try it again.

Great Service, reliable.

I booked an hotel on this site, much cheaper then on booking.com or Agoda.com. Something went wrong with my payment. An employee of onhotels.com called me immediately and helped me futher with my booking.
When we arrived at the location, everything was really good organised, the hotel knew we were coming, they knew our names. So it is worth booking with onhotels.com.

Not actual information, prepay for nothing and NO FEEDBACK

I've booked the room in one of hotels of Frankfurt (Germany) from St.Petersburg (Russia). In 5 minutes I've received email with "Sorry, we can't confirm your booking". But I just checked that the money from my credit card is blocked - and anyway I have to wait for unblocking (at least).
That guys suggest another hotel with similar price but too far from the train station (the place I wanted to stay more closer). And I've sent reply with question about other hotels more closer to train station - AND NO MORE FEEDBACK. I've sent an email 2 times and didn't receive any reply. In similar case russians say 'speaking with you is like to speak with the wall'.

12 September 2012

Reply from Onhotels.com

Hi Viacheslav. Sorry to read your experience with us wasn’t satisfactory. We apologise for any inconvenience that we might have caused you.
I’ve had a close look at your reservation and our records show the following:
- You made a booking for the Minerva Hotel in Frankfurt the 10 September at 19:00. We were not able to confirm the booking with the hotel at that moment (that’s why your booking went pending) but we informed you that we’d try to confirm it asap.
- At 20:14 on the same date (1 hour and 15 minutes after your booking attempt) we sent you an email informing you that we were not able to get extra allocation from the Minerva Hotel, giving you an alternative hotel with the same category/price.
- You replied to our mail the 11 September at 14:06 saying that you didn't want to book the hotel with our company and that you were waiting for us to unblock the money on your credit card.
- From that moment we cancelled your request and unblocked the money from your card immediately.
We haven’t received any other communication from your since then (apart from the message you left in our Facebook Page yesterday afternoon and that we replied early this morning).
We consider we have reacted to your issue promptly. We are very sorry we couldn’t confirm your booking for the Minerva Hotel. Should you have any other enquiry, please don’t hesitate to contact us.

Booked hotel for the wrong date then didn't respond

I booked a room in Cardiff TraveLodge for two nights through these guys and received the confirmation e-mail and voucher fine (all with correct details on them). But when I turned up at the hotel they initially couldn't find my booking. When they eventually did it was for October (not August as stated on my voucher and confirmation e-mail). Unfortunately the TraveLodge was full that night so I ended up having to call around all local hotels trying to find an alternative booking (which cost me substantially more than my original booking).

When I contacted OnHotels.com I was advised to put it in an e-mail (which I did). Despite numerous further e-mails and phone calls I still haven't heard anything back from them. I'd advise strongly against going anywhere near these guys.

12 September 2012

Reply from Onhotels.com

Hi Tim,
We are very sorry for the inconvenience we have caused you. I’ve been carefully looking at your reservation and the dates for your booking were correct in our system and in our supplier’s system; so we suspect the hotel made an error entering the booking details into their own system -casually the day where they were fully booked.-
We are investigating the issue with the supplier for this hotel and with the hotel itself. We’ll contact you as soon as we know what the real problem was and refund you accordingly.
----------------------------------------------------------------------

12/09/2012
Hi Tim, we got an answer from the hotel, which I reproduce below:
"Thank you for contacting us with regards to your client's reservation at our Cardiff Atlantic Wharf Travelodge.
I am sorry to learn of the problems that your client experienced upon their arrival at the hotel; please pass on my sincere apologies for any inconvenience caused.
It appears that an error was made with the booking and this was not entered in to our reservation system correctly. Please be assured that this has been raised with our Sales Manager to be investigated internally, with any retraining taking place where required.
I can confirm that I have cancelled the incorrect booking, so you will not be charged for this reservation.
Once again, please pass on my apologies to your client.
Thank you again for contacting us.
Travelodge Customer Services "

Please Tim, accept also our apologies for the inconvenience caused. You'll be full refunded for the value of your booking. If you need any further, don't hesitate to contact us.

Do not use this company!

I tried to amend a booking as per their website's terms and conditions.
I found out too late, like so many other victims, that they impose a second set of terms and conditions that I had never seen before. I have taken my case to a solicitor, to try to recover my Money....

PLEASE DO NOT USE.

Very Very Very Very poor

I came across this company on the internet whilst looking for a last minute hotel in Manchester. Despite knowing that most hotels in Manchester were full including the particular hotel I wanted, Onhotels were advertising availability. After entering all my personal incormation and card details i was informed that the office was shut and I would have to wait up to 48 hours to find out if the booking was successful. (On hotels will tell you they have rooms reserved through their "supplier". This is not the case. You will be told that it is due to their system!) The booking was put into "pending"
Most sites of this nature are fully automated with constantly updated information. Onhotels are sadly not!
If you want a last minute booking with immediate confirmation and dont wany to enter endless details on a website, wait 48 hours and then be let down then GO ELSEWHERE.

I suspect the response I shall receive from Onhotels (below ) shall be simular to the many other disgruntled customers reviews on this site and most other review sites.

V Poor

Booked the Hilton Hotel, wembley through on hotel, TOOK MY MONEY OUT THE BANK, they then told me they cant book it , so i have to wait for my money back. i am descraced that they took my money befor they can book hotels and now i have to wait for my money back

05 March 2012

Reply from Onhotels.com

Hi Mat. Sorry to read your experience with us wasn’t satisfactory. We apologise for any inconvenience the above might 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 over the phone.
It seems that for technical reasons your booking got “stuck” in our system (this is rare but it might happen from time to time). 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. In less than 12 hours someone from Customer Service “rescued” the booking to try to confirm it. Unfortunately, the supplier that was giving us such a deal for the Hilton Wembley ran out of rooms at that price and the next available rate was more expensive; so you asked us to cancel the booking and we asked immediately your bank to “realise” that money.

Onhotels.com never take any money from our customers until the reservation is completely confirmed by the hotel.

Top Class Customer Service

I was trying to book a Hotel in Budapest but had a problem with my Credit Card, as I was trying to figure out what to do next OnHotels.com called me and talked me through the process and got the hotel booked, v impressed! Afterwards I came across some bad reviews here so contacted the customer care again to say I wanted confirmation from the hotel and not just OnHotels.com of the room booking, again handled so quickly, efficiently and personably by the customer care (Katalin). Haven't actually gone on the holiday yet but to be fair, their customer care is better than anything I've come across for an online site!

This is the very worst company - please do not use these people

These people are rougues - the information they display is misleading, they then hide behind various clauses and leagal jargon.

Please do not use these people!!!!!!!

23 February 2012

Reply from Onhotels.com

Hi Mr Dillon,
I’m sorry to read your experience with Onhotels.com wasn’t satisfactory. Neither our systems nor the people that work in the team are perfect. Like any other company or human we make mistakes. However, we always try our best to solve customers problems and learn from what has gone wrong. We feature in our site more than 50,000 hotels around the world. Sometimes it’s difficult to keep all information about the hotels, amenities, maps, etc updated, but in no case we give our customers misleading information in purpose.
Regarding the “clauses and legal jargon”, I’d like to say that, as any other Online Travel Agent, we have a section of the website with our Terms and Conditions (you have a direct link here http://bit.ly/x2amLJ). T&C governs customers use of our website and needs to be agreed before proceeding with a booking. This is because for us it is very important that our customers understand our contractual relationship. This is all legal terminology we use.

smooth transaction without any problems

I had booked the Principe Hotel in Venice with you guy's and i as i just returned from my holiday's i wanted to thank you for the smooth booking and the great value of my holiday in Venice.Keep the good work up,
with greetings from Rhodes

Venice 2011

Never again!

I booked 2 rooms and paid for them instantly, printed off my voucher and when I turned up at the hotel on a Saturday evening the hotel had no correspondance from onhotels.com with regards to my booking and the hotel was full. When I tried ringing the company there offices were closed so we were left stranded in London. We had to find alternative accomodation ourselves which was very expensive. I then spent 3 weeks chasing a refund and they did not even have the decency to pay the difference back between the 2 hotels. I would never use this company again.

Beware business travellers

This hotel booking site showed up as the cheapest when doing a search for a specific hotel, however after I made the booking, I received a confirmation which advised that they are unable to provide VAT receipts. This effectively meant that I, as a business traveller, was paying 17.5% more than the stated price. This was not pointed out beforehand, although it is possible that it was buried in the T&Cs. When I asked for an explanation i was told that one would be sent to me. Four days later I had to call them and ask for this again. Not a great experience, and I will not be using them again, for business or leisure travel.

25 August 2010

Reply from Onhotels.com

Onhotels.com VAT status falls within TOMS (Tour Operators Margin Scheme) as any other Online Travel Agent. This means that we is 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.

Best rate on Four Seasons

I used www.Mobissimo.com to find the best rates on Las Vegas hotels. I wanted to stay at the Four Seasons because it is a rare non-smoking hotel in Las Vegas. Mobissimo compared all of the rates, and onhotels.com was the best by far.

Matt found this review useful