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HotelMap - the World's largest delegate hotel booking technology platform.
Royaume-Uni
3,1
8 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
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Booked via a map for an event last year. System was easy to use and I received a confirmation email. Pretty seamless. I received an email about the same event this year which reminded me to book again with HotelMap so that’s why I’m leaving a review. That feels like a worthwhile reason to leave a comment about them
I’ve been booking hotels for my company for the past three years; it’s not my main role, but it’s something I handle regularly, including reservations for my CEO and other team members. I’ve used HotelMap quite often for congresses, but after this latest experience, I’ll definitely stop.
All I needed was to update a reservation so the guest could check in one day later. Simple enough — or at least, it should be. I contacted the hotel directly (since HotelMap often tells you to do so), but sometimes the hotel refuses and asks you to go back to HotelMap. There’s no clear process, you basically have to wing it.
On the booking confirmation, the first thing you see is a button that says “Email the hotel.” So I did, on the very last day of the cancellation period. One day later, the hotel replied that for confidentiality reasons they couldn’t modify the booking and that I should call during business hours (US–CET).
Fast-forward three days, countless calls, and endless waiting between HotelMap and the hotel, we still couldn’t even get a confirmation that the reservation wouldn’t be canceled as a no-show.
So now, after €3,500 for just a few nights, my executive is getting off a 14-hour flight not even sure his room will exist, because the hotel won’t assist us directly, and HotelMap doesn’t respond.
Honestly, HotelMap adds no value to the process. They simply answer the phone to tell you to wait - and that’s about it. The process has been extremely inefficient.
Réponse de HotelMap™
Thank you for sharing your feedback and we’re sorry to hear about your experience.
As a hotel booking platform for events, while we facilitate reservations between guests and hotels, we’re bound by individual hotel policies, booking requirements and approvals for any modifications.
To better understand your experience, please contact our Head of Customer Service at GuestExperience@HotelMap.com, we would appreciate the opportunity to review your case and assist you directly.
I booked through hotelmap.com for a conference, they're basically a hotel directory you can search through for event specific deals and then they book whatever you select on your behalf. I ended up booking a hotel that at one time had a good reputation, but had recently gone downhill. I reported the situation to hotel map who was very responsive and tried to negotiate with the hotel owner for me but was ultimately unsuccessful. They also told me that they removed the hotel from their map which I believe was too late for my event, but it does appear that they kept that hotel off of future conference maps. They followed up multiple times to update me on what they were doing and I do believe they did the best they could.
Réponse de HotelMap™
Thank you so much for your kind words despite the issues you faced with your hotel. We really appreciate you recognising the efforts of our team to address the situation and keep you informed.
While we couldn’t get the resolution we hoped for, your feedback helps us improve how we manage these situations in the future. Thank you for sharing such thoughtful feedback. Your comments are valuable to us, and we look forward to delivering an excellent experience on your next event booking.
DO NOT USE THEM. They take reservations and cancel it without any valid explanation. Ah but they offer 2 free drinks at the hotel
Réponse de HotelMap™
Hi Marcelo,
We are sorry to read about your experience and can understand how disappointing it must have been to have your booking cancelled unexpectedly.
In this case, we had written confirmation from the hotel that they initiated the cancellation, and this was a decision regarding room allocation and relocations due to the hotel’s overcapacity - managed exclusively by the organiser and the hotel. While we are not privy to these decisions, we are here to facilitate communication and assist wherever possible, and pleased our team were able to have your booking reinstated despite the overbooking.
This site directed me to an hotel that was 15 minutes away from where I needed to be, although it stated that it was a 4 minutes walk. It was impossible to contact them as their chat did not work. Unfortunately you can't not give a star - but my experience was poor. They deliberately misled me into booking into an hotel that was much further than I wanted it to be.
Réponse de HotelMap™
Hi Janet,
We appreciate you taking the time to share your experience with us. Without your booking details we cannot check your specific case, but would like to explain how we work to ensure accurate hotel information. We use trusted mapping sources to cross reference accuracy for travel times, in the case larger exhibition venues, both walking and driving times can vary quite significantly depending on which entrance you may be using.
Our Concierge team is available 24/7/365 via live chat, phone or email with exceptional answer times, and hope to have the opportunity to assist you in the future.
Dealing with this company has been an absolute nightmare. Instead of bringing joy, they only cause headaches! I planned a trip and paid with my balance, only to be notified 8 hours before check-in that my booking was canceled and I needed to rebook. However, I couldn't rebook because it has been days without receiving the funds back to their payment method. This has happened twice already! Save yourself the trouble and consider other options for your bookings.
Réponse de HotelMap™
We’re sorry for the inconvenience you experienced with your booking.
When your original reservation was unexpectedly cancelled by the hotel, our team acted quickly to refund your Roomcard balance and secure alternative accommodation for you. We’re pleased we could resolve this and ensure your stay went ahead.
Our support team is available 24/7 should you need any assistance in the future.
They pretend they bear no responsibility for listing ratholes as 3-star hotels. They don't have a manager you can reach, everybody is just skimming the problem and parroting the same line, "we removed the hotel from our list." We showed in detail reviews thrashing the hotel and they kept arguing that based on the reviews, the hotel was up to industry standards. Vetting hotels should be their job, otherwise why bother? Don't book through them.
Terrible experience. The did not want to cancel my reservation and refund me as the event has been cancelled. I made my reservation on the event's website, so if the event was cancelled means that they should cancel the reservation! Charged me close to 1000£ for nothing.
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