Hotelogical Reviews 131

I booked a hotel and I received an automatic cancellation message. Subsequently I have tried another two times and they all failed after waiting for an hour.

I message the company and they don’t bother to solve your problem and don’t care about your booking at all.

I then book the SAME hotel using other platform at the SAME date. They won’t assist you whatsoever and the following is the message that I have received.

Hello Valued Customer,

Thank you for enquiring with our company regarding your travel needs!

I’d like to apologize for the inconvenience you encountered while trying to book your reservation.

There has been an internal error causing your reservation to remain unconfirmed. This is often due to a last second change in price, or the hotel is sold out for the requested dates.

Please rest assured, the entire amount charged has been immediately refunded back to your account automatically.

In this case, we would suggest you look to find other accommodations in the area. Please let us know if we can be of any assistance in this case.

You can respond here to contact our support team.

Kind regards,
Customer Service Specialist

Total scam. Booked a room through hotelsugogo. They sent a confirmation email with a res number and everything. Arrived at the hotel and they did not have my reservation or a room. They said this same thing happened 6x this week for their property. Contacted customer service and got the run around re: confirmation. Was put on hold indefinitely while they were researching. Requested a refund. No response. Avoid at all costs.

This company has been a complete nightmare trying to get my refund back. When booking my room at the very end the site changed my check in dates. So I had to cancel my reservation BUT WAS TOLD IT WAS NONREFUNDABLE.. WHICH IS CRAZY BEING IT WAS NOT MY FAULT. SO I PAID $100ISH AND DID NOT GET ANOTHER ROOM OR MY MONEY BACK. I call and email daily and I get told whatever just to get me off the phone and no one will let me talk to management and customer service there is horrible and no one is trained to handle customer complaints. I will never use this company again and hopefully whoever is reading this will do the same..

I had booked a reservation for 1 night stay at Fairmont Empress in Victoria through Booketta for July 30 2022. The booking website booketta provided a legitimate looking booking voucher. When I arrived at the Fairmont - they had not received any booking from Booketta or any other 3rd party agent under my name. I had to actually secure another booking at that time with Fairmont directly.

After my trip - Booketta's customer service desk after being contacted through email actually lied repeatedly about contacting Fairmont to resolve the situation and within 2 days blamed that it was due to my error that my first name was inputed in the last name field when checking out so when I was trying to check in they coudn't find my reservation.

The front desk manager that had helped me at Fairmont had provided her email and written statement and have since helped confirm that there has been no booking through them and they have completely made up the story about trying to resolve the issue with them.

The is going on as a life experience and a credit card dispute!

SCAM. Listen to this bull🎉 they pulled..

So I book a room for today and somehow it magically is booked for 2 days later. Ok no prob I’ll cancel it or move it. Contact the hotel and they say you have to go through this scam booking agency since you booked it there, ok no prob. So I just was going to cancel so I log in and hit cancel and was expecting to get a refund. I call support to confirm I’ll get my refund. The support says no refund since I cancelled it, can’t move the date, or keep the original stay 2 days later..so I say you’re going to just steal my money?…he says you agreed to the terms and conditions..so Daniel with this company confirmed they are in fact going to keep my money with no product whatsoever lol. New low. I’m trying to get it reversed with my bank but stay far away from this actual criminal operation.

This company is a scam. I booked a hotel for August 3rd, and unfortunately came down with Covid, for which I have a positive test result I provided. Calling the hotel directly, they told me there was no penalty as long as hotelogical reaches out 72 hours before the check in date to cancel. I reached out on July 31st within the 72 hour time frame, and I got 1 and only 1 response through email that I will be charged a 75 dollar fee, but that they will ask the hotel to waive it. I explained that the hotel communicated there would be no penalty and as long as they could sort that out to cancel. And then NEVER got a response. It's a joke of a company, when you call you can't talk to "advanced customer support" they will only email you and then they will never respond. I'm going to have to dispute the charge with my credit card company because I genuinely feel scammed out of money. It's a pandemic and you're a travel agency, I have covid, this should be way more accommodating then it is.

Do not by any means use Hotelogical or its subsidiary Hotels ugogo. You look for a night to reserve, and if you are not careful, the date changes on their website, leaving you without a room on the night needed, and also without a refund for the night they changed on their site. Worst customer service of my life, and I am not one to complain. DO NOT USE THIS BOOKING SITE.

If I could give them a -10 stars I would. They sold me a room to a closed hotel then refused to give me a refund due to a no cancellation policy. Although I didn’t cancel, the hotel was closed, ran down, & clearly not in business

I called after I accidentally cancelled my refund and though the process was long the customer service was consistently pleasant. Jamie was great at being persistent about my issue and lead to it being resolved rather than pushing off the problem to the next person. Great, real people.

This company have been resistant in changing our hotel booking which needed to be changed due to a positive COVID test. All we needed was to move the booking forward by one week, they had me call the hotel to gain approval for the change and even though I did that twice in 2 days they still refused to successfully have the booking changed. This is the worst online company I have ever dealt with.

BUYER BEWARE. I made a reservation through the Hotels UGOGO (Hotelogical) site. They charged me a total fee and my understanding was this was the full fee. I was told that the hotel may charge me a "resort fee" in their terms (this info required careful reading). The hotel is now directly charging an additional fee and the total is now much higher than their regular rates. BUYER BEWARE.

******UPDATE******
After our stay, the additional hotel fee was nominal. This ended up being an okay deal. Regardless, I did not appreciate that I was told after the purchase that there would be any additional fee.

My flight (KLM) to Zurich was cancelled at the last minute. I already had a hotel reservation, but Sharon responded as soon as I reached out and did everything to adjust the reservation. The hotel was ultimately full, but Sharon succeeded in getting a refund. I greatly appreciate the fantastic level of customer service I was shown and will definitely use this company again as a result. Thank you!

I booked a hotel room with Booketta then needed to change my date due to an extension and the hotel informed me that since it was booked through a 3rd party nothing could be done but the agent at Booketta, Sharon, went the extra mile and figured out how to refund my booking so I could re book with the new dates. Thank you, Sharon! You saved my trip!

Very very good service.

Update: After all the below wasted time and effort, Hotelogical/Booketta provided a full refund with the help of Citibank (thanks Citibank!).

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My reservation was made inadvertently on January 4th 2022 on the merchant’s website booketta.com, and canceled 4 hours later on their website booketta.com. My stay was for almost Two Months away, on February 23rd 2022. It was then that I was informed that this was a "non-refundable purchase" on my cancellation confirmation email.

Booketta emailed me on February 17, 2022 one week before my check in. The email confirmed that my booking was cancelled on January 5th (actually it was on the 4th), and they mention “We do not have any record of cancelation requests or other inquiries regarding this reservation”. Apparently there was a mistake made in their cancellation process on January 4th, 2022 and even though I received a cancellation confirmation they waited until February 17th, 2022 to realize they did not cancel the reservation properly! I spoke to Booketta today and they informed me that I should have called them on January 4th, 2022 when I cancelled and they could have worked with the hotel. Huh? I cancelled on their own website and received a confirmation email, how would I know that I also need to call them?

So after I disputed the charge on my credit card Booketta decided instead of helping me, their customer, to obtain a refund in this unfortunate set of circumstances to instead put together a 17-page legal brief and send it to my credit card company in order to try and keep the $526 charge! Very poor customer support! What's more, Nobody would make a non-refundable reservation purposely for dates almost TWO MONTHS away! That is beyond ridiculous in any travel circle especially since the rate was only marginally competitive with what could be found, REFUNDABLE, with several other travel partners.

If Booketta even put in a fraction of the effort they are using to not refund my money and actually helped resolve this unfortunate situation for their customer, this would not even be an issue.

DO NOT USE THIS SITE. SCAM SCAM SCAM.

My card was used to book a fraudulent reservation through hotelogical.com on January 5th, 2022. I have reported this to my credit card company already and am escalating because Hotelogical is trying to recover the charges from me because they honored the fake reservation.

I called on 2/1/2022 and spoke to Taniela at Hotelogical. She was less then helpful and told me I could use the site to see what information is required to verify identify by making a booking. That's unhelpful and quite frankly she should know.

She informed me that my identify was verified through a 3rd party system on the website and I could contact someone at the email address to report fraud and there is no way to escalate it further.

I had a hotel reservation, but unfortunately, I had to cancel my reservation early. Daniela and Jamie understood my situation and really helped me get a full refund. I would gladly book a hotel with them again in the future.

Jamie was absolutely professional and very thoughtful! I highly recommend this company and Jamie's customer service was very much appreciated! Thank you again Jamie 💓

We have used Hotelogical to book our trips to Mexico over the past couple of years and have always had great service and incredible pricing. Adelina has been our primary agent that we have used the past couple of years, and has always worked to get us the best pricing and communicate any special request. We will continue to use Hotelogical for our future bookings and fully recommend Hotelogical to all of our friends and family, looking to travel.

I’ve used hotelogical dozens of times while traveling for work and have never had a bad experience. They’re rates are always competitive and they’re customer service is incredibly prompt and has a distinct human touch. Since traveling is a large part of my career, I’ll be using hotelogical to take care of all of my lodging needs. 10/10 recommend for anyone booking hotels.