ZenhotelsReviews 362

I was charged for my hotel room twice. Calling fraud on this company. Save your money and book with another company.

Went to visit my Dad dying of a brain tumor and my family double booked our stay. Within 20 mins I called to cancel my reservation and they refused. The hotel refunded the money but this company kept it. So not only did I get to watch my dad die I got robbed at the same time. I hope everyone in this company gets karma they deserve and to feel the same thing I've been put thru

Scam. I paid for a superior room with Burj khalifa view and when I contacted the hotel, they said that they only removed a request for a one bedroom queen size bed. Which is much less compared to what I paid for the room.

I had JUST a horrible experience! NO communication. None responsive email. Russian phone number for "customer service". This is a Guaranteed fraud! Save your money - owned by Hotelbeds.com!

UPDATE: ONLY after 17 emails sent to your company and filing a dispute claim with my bank did you respond. Your credibility is zero and I once again HIGHLY suggest to people they look elsewhere for making travel plans.

I was looking for a hotel/condo in cancun for a vacation coming up soon, I found this place, i reserved and not even 30 min later i found out that my other half had already booked another hotel that same morning, so I tried cancelling on the website, btw i paid 0.00. This was to be paid upon arrival. I called CS the guy told me I couldn't without a penalty, excuse you? I paid nothing! Then he "submitted a cancellation request, I never received any emails. Called again today and same thing. Guy told me i can't cancel and be given a refund. I PAID NOTHING HELLO! Anyway, i asked for an email to confirm a cancellation request I got it, now I received email that i can cancel but there is a penalty and not just that i have to submit a waiver to request cancellation! Incompetent employees and the worst website to reserve vacations! I deleted my cc and my profile. NEVER AGAIN I WILL STICK TO BOOKING.COM OR EXPEDIA!

Peggio non poteva andare, prenotato in data 27/11/23 tramite zenhotels a Pisa presso l'hotel Astor. Il giorno del check-in (il 3/11/23) chiamo la struttura per avvertire che sarei arrivato sul tardi. In struttura NON risultavano prenotazioni, chiamo il numero verde di Zenhotels e mi dicono che è possibile parlare solo in inglese, scrivo alla mail di Zenhotels, mi viene risposto in modo automatico più volte di contattare la struttura. Scrivo più mail all'indirizzo dove è arrivata la conferma della prenotazione e ogni volta mi dicono che è stata presa in carico la mia richiesta e che è la struttura che ha cancellato la prenotazione. Alle 23 di sera mi mandano dei numeri di strutture alternative da sentire per la disponibilità del pernottamento. Giornata ROVINATA e speso il triplo rispetto alla prenotazione fatta in data 27/11/23.

I recently made a hotel booking for Voco in KSA with Zen Hotels; they charged for two nights in advance and did not secure my booking with the hotel. They shared with me the system-generated email from their own system with a reference number. But when I called the Voco hotel, there was no booking, and the hotel asked me to ask your vendor to provide a 7-digit booking confirmation as provided by Voco. It was two weeks before I had to travel, and I constantly followed up so that they could confirm my booking with the hotel and give me the reservation number as provided by Voco. They used to tell me daily that their experts were checking, but nothing happened, and the day of check-in came, and they did not book my hotel. On the chec-in day I messaged them and they had no confirmation.

Now, when they created this mess and never made my booking, I had to pay again with another vendor for that hotel.

Now Zen Hotel is sending random messages that their experts are looking into this, and on email, they write that the hotel is not agreeing to a refund. So they are living in their own world, trying to deceive people. Ideally, if a vendor fails to secure bookings, they should apologize and give back the money.

For weeks I had been following up for booking confirmation initially, and daily they came up with the same story that their service providers are checking but failed to book my hotel, and now after weeks they are unable to give back the money. Also, they are blatantly lying, saying that the hotel is not agreeing to a refund, but in reality, they have no contact with the hotel, and they are just making false statements.

Now they are asking me to contact the hotel directly and tell them you did not check in, and if they agree, come back to us, and then we will see if we can refund.

They never had the booking confirmed with Voco. They are a bunch of scammers and liars, and their core purpose is to decimate people. Thank God I have all the chat proofs where I kept on requesting booking confirmation on the day before check-in and the day of check-in, and they kept on giving the same response that we are checking with the supplier to confirm your booking.

Reading previous reviews and thinking that maybe I'm lucky) Had no issues with Zenhotels during our booking and the trip itself, everything was ok and we could find a nice deal with their help. Small but very nice hotel. Check in was a bit long, but guess it depends more on the hotel staff.

The incident occurred in August. I had made a hotel reservation for Sheraton from 8/13 to 8/15 through their website, but they mistakenly booked my stay at a nearby Best Western. A couple of days before my arrival, I called to confirm my reservation, and they assured me they would transfer it to Sheraton. However, I never received a confirmation call or email, so I decided to book a different hotel through another company. To my surprise, I noticed that Zen Hotel had still charged my credit card, even though I had checked into Best Western.

I made numerous calls to their customer support, requesting a refund. However, they repeatedly delayed my requests and offered technical excuses for not refunding my balance promptly. I have recorded conversations with their representatives, where they claimed to have issued my refund multiple times. Despite their assurances, it has been over two months, and I have yet to receive the refund in my account. This experience has been extremely disappointing and reflects a lack of professionalism in both their business and customer service practices.

Went through hell booking with zenhotels in sept 2023. Booked 3 months prior, 5 days before check-in called the hotel to double check booking, found out there is no booking. Went through 4 days of back and forth with zenhotels support giving excuses after excuses, thought they sorted it only to arrive on 5th day at the hotel to find out the booking was cancelled. Went though Agoda, booked and check-in immediately on the spot at the hotel. Just use more reputable platforms.

Oh dear...who exactly are Zen Hotels?

We have a villa in Montenegro and to our complete surprise they are listing our property there complete with photographs (copyright breach, which is a serious issue in itself) and claim they are working for their partners. Given we are not listed on any of the major booking sites such as Expedia or Bookings.com and get most of our business organically and from a few chosen independent agents, I am completely baffled. When we ask who their partner is who they claim to be working with, we receive this response:

"The Leaside Services Ltd. company is an operator of web platform for hotel booking zenhotels.com. We get the information about available rooms in your hotel and their prices automatically from our partners according to contracts which they enter into with us. Information about the same hotel may differ dramatically depending on supplier.

Please, note that according to the terms of contracts which we sign with our partners we can`t disclose the source of information about the availability and prices of a concrete hotel. In order to clarify fullness and relevance of the information about your hotel, we recommend you to apply to your agents and distributors, with whom you have direct contractual relations and who are authorized to sell bookings, including ones in global services of online-booking, such as zenhotels.com."

So given there has been a change of ownership ( as we acquired the villa recently) we would be unable to honour any booking as we have no idea who their partner sites are and would get no confirmation.

Buyer beware...it's a complete mystery still how our villa is being listed without our permission.

By chance I called to Hotel directly to ask a few questions regarding my stay and found out that no reservation existed in my name.
SCAM SCAM SCAM - going to be disputing this with my CC company.

Save yourself the headache and do not use this company under any circumstances. Hotel had no record of the reservation I made through Zenhotels. Thankfully I called the hotel directly a week before our stay to confirm other we would have been out of luck.

Thanks to Zenhotels, we managed to save 35% of the hotel cost. Great prices. Only we were not sent a voucher for the hotel, but this was not a problem.

Ten days ago, my wife booked a hotel in Tokyo through their website. When we emailed the hotel to confirm our booking, they said that they could not find any reservation under our name. We called Zenhotels for an explanation last week and they keep saying they need more time to find out what happened. They have already taken our money and our trip is coming up in less than three weeks. It's supposed to be our babymoon but this is more stressful than relaxing, and the stress level is going higher by the day...

SCAM! I booked through them, traveled across the country just for the resort to tell me they had no booking on file! I have been trying to get my money back for months! $#*!ING SCAM

Save yourself from stress and headache book somewhere else. Contacted the hotel that was supposedly booked but they said my reservation couldn't be found. So i ask zenhotel to cancel cuz I didn't want to wait til check in day and just be disappointed that I would not have a room. Zenhotel cancelled alright but also refused to give me my money back. So now not only that i have no hotel reservation i also don't have the money.

Do not ever use this company. The reservation made through their website never reached the hotel I "booked" through them. I was lucky they had another room available, but ZenHotels refused to give me back my money, so I had no money to spend during the one week of vacation I had in Tokyo. Their customer service was friendly, but completely useless. I had to spend several hours on the phone with them, in total about 5 hours talking to them, and another few hours writing emails. Every time they told me to not worry and they'll figure it out and they'll contact me in 30 minutes. They have not once, after every lengthy call in which I had to re-explain my situation again and again, reached out to me to give me an update, to tell me that they've failed, or anything. They did fail communicating with the hotel I was staying at several times, but just didn't tell me. It's all a lie. Infuriating. The hotel I was staying at had no people here that speak English, so them calling here and/or sending emails in English would not work, and I told them this several times- to no avail.

The hotel wanted me to pay at the front desk and mentioned they've never heard of ZenHotels, as well as explaining to me that they think I might've been scammed and my creditcard info stolen. So, in order to fix this, all they had to do was give me my money back. It took me six days to get them to refund me my own money. They promised they would then take care of the payment I would have to make at the front desk, which was slightly higher than what I paid them- because as it turned out, they booked the wrong hotel for me. Instead, they just wanted to refund my own money and give me a 10 dollar coupon for my trouble. A 10 dollar coupon for hours of waiting, calling, missing out on experiencing this once-in-a-lifetime city trip. So again, they broke their promise and basically added insult to injury.

By the way, I never received the coupon.

Do not ever use this company to book anything.

Booked a hotel a few weeks before our trip via Zenhotel. We showed up at our hotel only to find out that the reservation number Zenhotel gave us was not in the hotel's system; furthermore, none of our information was in the hotel's system. The hotel's (very kind) customer service representatives called Zenhotel and spoke to the most timid representative who refused to give any answers and kept putting us on hold. Additionally, Zenhotel's representative kept refusing to speak with with me and sounded like he was trained to avoid talking to the customer. Lastly, he said he would email me with refund details, and nearly a week later, I've received no emails from them.

Zenhotel is an absolute scam, and thanks to them, we got into a hotel at 3:00 AM when we arrived at 10 PM. It would've been easier to get a hotel if we stumbled into a city with absolutely no booking or plan. Ignore their cheap price point and avoid using them, even as a last resort.

Don't do it, when you arrive at the hotel they have never heard of Zenhotels and have never received a booking...
Finally we did get our money back otherwise I would have given zero stars if that was possible.