Super.comReviews 2,256

It was snowing in NYC and I booked a room early in the afternoon. When I go to check in, they could not find my reservation. I had to call the urgent customer care hotline. All they would repeat was "I understand your frustration," "We will call you back in 10 to 15 minutes," and "we apologize". Long story short, I didn't get my room until 90 minutes later. I only received 1 phone call in that 90 minute time frame. The icing on the cake: at the end of the phone call, they asked me "would you like to take a quick survey to acknowledge your satisfaction?"

While the people on the phone and chat were polite, I got referred to several people who assured me that I would get a text within 72 hours once my reservation was cancelled and refunded. Never got a response after several calls to them despite them saying they elevated my cancellation request to urgent. Per their website due to COVID issues (which was why I needed to cancel), I contacted the hotel directly and they provided me an email indicating that they would cancel my reservation with no penalties but needed to receive the cancellation from the third-party vendor (TBO Holidays) that reserved the room for Snap Travel. I forwarded this message to Snap Travel as requested, which they acknowledged, but still no follow-up. Room rates are good which is why two stars, but don't expect responsive customer service.

I made the mistake and reserved an hotel for our vacation with Snaptravel. Later I found out that I was able to get much better prices in case setting the reservation directly with the hotel. In addition, when I had to shorten my stay by one day they made me go through cumbersome bureaucratic escalation procedure which ended with no results! Lousy customer service!

I booked this reservation, and the issue I had was that although the description says 2 double beds, they booked one. I called in December 28,2021 and this was allegedly resolved by the escalation team. This Monday, January 24,2022 I called the hotel to make sure my booking was ok. They said Snap had cancelled the double room on January 5, and changed it to only a king. I called multiple times for two days. Now I get a ridiculous email that is talking about a Ling room. They will not speak to you on the phone to resolve the issue. They said they called, but my phone has not rung! Customer barely understands English. They read from a script. And you will never get a resolution. DO NOT USE SNAP TRAVEL. THIS IS A SCAM AND A FRAUD!

Here is the email from Dec 28,2021 below:

Dear Mr and Mrs. …,,

I am writing to you in regards your reservation number B_******* at The Palazzo At The Venetian, with check in on 01/28/2022. I tried to give you a call but could not reach you.

My name is Annie, the supervisor reviewing your case and I'd like to thank you, for bringing this to our attention. Feedback like yours is very important for our business.

I am very sorry to hear hear that you got confused with the room preference. I just got off the phone and spoke with Keith and they informed that you are confirmed for 2 beds. If you have any special requests on room types, you may reach out directly to the hotel and they will be able to assist you.

Thank you for your patience and understanding.

Best regards,
Annie
Snaptravel
Email: *******@snaptravel.com
Tel#: *******321

But today, I've now received this:

Hi,

I just got off the phone with the front desk named Ana and she mentioned that your booking was only for Luxury King Suite which is 1 king bed only. As per the front desk, you booked another reservation for 2 queens beds however it was already canceled on their end. I just wanted to verify that as per checking you only have one booking with us. Do you book another reservation with other parties? We're very sorry for this one but as per checking the hotel received the correct room type on our end which is Luxury King Suite Excluding Resort Fee.

Regards,
Rachelle
Snaptravel
Email: *******@snaptravel.com
Tel#: *******321

I want to cancel my hotel room because I tested positive for COVID-19 but snaptravel don't care no answer from them

I purchased a hotel stay through snaptravel for over $1000, and had to cancel my trip as I was diagnosed with COVID. I reached out to snaptravel with a doctors note, evidence of diagnosis, supporting documentation. They promptly gave me the phone number for the hotel and said I could try my luck. The hotel obviously was not willing to talk to me as I was not the purchaser and snaptravel quickly stopped all work on achieving a refund. So now I'm down over $1000, sick with COVID, not able to see fam over the holidays, and pissed off an an unethical travel company taking advantage of would be travelers like myself.

My husband got Covid and so we could not travel on our original reservation. Though the reservation was non-refundable, our hotel allowed us to move our reservation to a future date at no extra charge. However, Snaptravel would not allow this on their end. So, we lost all the money we gave Snaptravel for this trip. Incredibly uncaring and unhelpful of Snaptravel.

I was not asking for my money back, only to be allowed to move the reservation to a future date, after my husband recovered and the U.S. government would allow us to travel to and from the U.S. Certainly, the Covid epidemic is an unique situation - does Snaptravel really want my husband and me to travel by air to the Dominican Republic and go to the hotel with Covid? That is basically their position.

Snaptravel is mercenary. They do not try to do the right thing by the customer.

I was a bit nervous Buying a room off snap travel just because of all The reviews but I took a chance an got it! I booked a room at the flamingo Hotel In Las Vegas, An I was really Nervous because of all the reviews But I bought it an I booked 2 queens The Deluxe room for 2 nights an I got it for 43 dollars Not including the Deposit which is 100 an not including the fee You have to pay at flamingo Hotel But snap travel can't change that but it did help me save a lot of money instead of actually paying on the Real flamingo website around 150 to 200 just for 2 nights not including any of the other things you have to pay when you get there That so way to much, But Snap travel actually worked it seemed a bit sketchy because 40 something dollars for 2 nights is really cheap and they had a No Refund policy so I was also scared about that but I took a chance an I called the hotel before I Booked it an asked if it was real an they said yes! An right after I booked I took a bunch of SS an I called the hotel right after an my. Reservation was there, I'm so glad I decided to book off here keep up the good work, An It might of not worked for some people but this worked for me an I could of upgraded for 2.99 for them to call an get me an upgraded room an other VIP stuff but I was on a budget! I definitely recommend! An Don't worry I'm not just saying this just to Make you guys buy it I actually got the rooms for 40 bucks

Snaptravel STOLE OUR MONEY.

Had to cancel trip due to Covid. Snaptravel cancelled our booking and said date modification or refund within 72 business hours.

We have called daily several times and customer support representatives only read from a script and provide no information. They promise an update and never give an update. Chat support is just as pointless as it never responded past the point of bot representative.

No money back yet and also no service. No customer support help. False claims, false words, false company

Warning never ever waste your time or money with this scam of a company. Booked hotel for 2 nights and when checking in was told only was for 1 night and it was the following night. After numerous calls to this snaptravel never got issue resolved and in the end comes back k with lies and falsely tells me I was getting a refund then I was told 2 days later was not getting and there were no notes I was ever promised one. Without going into the horrible details and lies I was told I am warning everyone that will read this to not waste the time or energy it takes to deal with these foreign scammers!

This has been the WORST travel planning my husband and I have EVER experienced. I'm so furious that I can't even make sense of what I'm trying to type. Stay away from this service.

I have never used a worse travel service than snap travel. I booked a Thanksgiving weekend stay in New York City 2 months before the date of the travel due to knowing how crazy that weekend would be. I get to the hotel at 9pm and they tell me they have no reservation under my name. I contact snap travel and they keep saying they will call me back. After one hour of sitting in the lobby, they finally call me and say they are sorry but they made an error and they will refund me the hotel cost. They do not offer to get me a new hotel at no additional cost or do not seem to care that I am in NYC Thanksgiving weekend at 10pm where hotels are all booked or the cost will be 3x the amount I paid. I end up having to book a new hotel at 3x the cost on the spot and the only compensation snap travel gave me was a $75 credit. As if I would use them again! PLEASE USE A DIFFERENT TRAVEL SERVICE!

These liars booked me in a "4 star" fking flophouse and have the nerve to ask for a tip. Here's a tip. Don't use this BS "service

We booked a hotel through SNAP Travel. They day before I contacted the hotel to confirm the reservation and they had no record of the booking. SNAP Travel had already deducted the money when I made the booking. The only way to contact SNAP is through Wattsapp and you either get a bott or somebody that has generic messages. We are meant to be checking into the hotel today and still no record of our booking after escalation to their Amendment team who provide no feedback. I have asked for a refund but it is now non-refundable. They won't refund the money even though they never confirmed my booking with the hotel! Absolutely disgusting business practice. This company should not be allowed to operate AND NEVER EVER BOOK WITH THEM.

At first I thought the process was ok until looking at the price i was quoted and wondering why my charge was different and they charged a 19.00 tip! Of course tried to message numerous times to have the tip credited to automated replies I travel a lot and thought this may be useful but I will not use them again! Pretty bad customer service and adding charges not approved!

I was searching for a hotel to book and Snaptravel showed me there are many hotels to chose from, as soon as I choose the hotel(s), and try to book, the price becomes double or more of the original price or the hotel become full. I have tried their service more than 10 times in few days and I have ended up with nothing. Do not waste your time with this site/company. Also, they will be sending you a text everyday.

Made a reservation with them for a hotel in a specific city. After paying for the reservation, Snap travel modified my reservation without my approval or permission to a completely different city. They then refused to fix the situation in order to steal my money under the excuse it was non-refundable. DO NOT USE THEM!

Bad experience for ever, they are scamer company, i never deal with them, costumer service cant solve any problem

I notice seconds after I booked a hotel that the dates were incorrect. It look me ten minutes to get someone on the phone only to learn that they would not correct it. So I spent money on a hotel stay I could not use. I could not get them to stop texting me and had to block the number. They are mostly bot driven. And the customer service and price are not better than other sites. I will not use them again.