![]() ![]() I took note that the interface doesn’t provide any great detail about the “goings on” at the hotel, did my own research, made a decision, and saved a good deal of money. I’ve made two successful bookings with snaptravel during the pandemic, and everything went off without a hitch. While it’s unfortunate that the hotel staff essentially indicated that a refund was forthcoming, the guest should probably have been aware that the bargain basement OTA was going to be the primary hurdle. In my experience they’re pretty fair on cancellation terms, allowing for a full refund if canceled within 48 or 24 hours (I can’t remember which). Regarding the refund, snaptravel’s terms govern that. The aggrieved party apparently booked without doing any of this, or he would have been made aware of the situation “on the ground.” They can, however, offer good discounts for those willing to do independent research on the details that matter to them (tripadvisor, hotels own website, call the hotel, etc.). They just aren’t robust sites, in most cases. Same goes for displaying amenities in general, various room types, etc. Many, if not most, OTA’s lack the necessary detail to display with any level of precision what the covid shutdown situation is at any given hotel. No refund after the guest checked out upon learning of the lack of available amenities. Perceived inadequate disclosure regarding availability of hotel amenities, and 2. I think your broad declaration that “Snaptravel is a Scam” is overkill, and substantially lacking foundation based on your article. Kayak and the Villa Kennedy must also do a better job of actually making clear which amenities are available and which are not, because that is a fundamental selling point of this hotel. But when you book with Snaptravel, you’re locked in – even in bait-and-switch situations like what occurred to my client. It appears their advantage is they take a much lower “cut” of hotel commissions in order to offer a more attractive rate. CONCLUSIONīe very wary of doing business with Snaptravel. Indeed, in Frankfurt most hotels have returned to full service. This, it seems to me, is exactly when a credit card company should step into protect their cardholders.īut there is no longer a reasonable expectation that amenities like restaurants and spas will not be open. Kayak is also to blame, as is the hotel for not clearly disclosing what amenities were actually available. It’s a shady way to act and a despicable example of customer service. ![]() Snaptravel could have refunded the stay and did not. The rule, he was told, are that all sales are final. He escalated to a supervisor and was again denied. The hotel agreed, noting that it had “released” the booking and it was eligible for a refund.īut when my client reached out to Snaptravel he was immediately denied a refund. With a drab room and no amenities, he asked to check out less than a half hour after arriving. Speaking of the room, this was the absolutely depressing room he was assigned: That’s huge…you really don’t go the Villa Kennedy to sit in your room. Instead of receiving a confirmation from Snaptravel, he received one from DOTW (Destinations of the World), which appears to be a booking network with access to wholesale rates.īut when he showed up at the Villa Kennedy, he found a number of problems: Same story on the Villa Kennedy website – a big section on COVID-19 with nothing about closures: On Kayak, there was no indication any of the amenities would not be available due to COVID-19: A list of rates appeared, with the standard rate being $331, but a cheaper $281 rate appearing from Snaptravel. Snaptravel is a messaging-based travel app that partners with Kayak. My client began on Kayak and searched for the Rocco Forte Villa Kennedy. Just like disclosing all fees upfront, this transparency is vital in helping consumers make informed choices when reserving overnight accommodations. I realize we live in a world transformed by the pandemic, but hotels and third-party booking platforms must do a better job of clearly outlining the amenities actually available at hotels and resorts. We booked his flight and he did not even mention he needed a hotel…until after he got shafted. Snaptravel Scam: Bait-And-Switch Hotel BookingĪn Award Expert client wanted to spend a night at the Villa Kennedy in Frankfurt, a hotel that I love. Kayak and the hotel share some of the blame as well. A warning if you are looking to book a hotel room through a third party app called Snaptravel – don’t do it, particularly if your travel plans may change.
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