ZenhotelsReviews 362

We would like to thanks ZenHotels customer support for being to efficient in resolving some issues we had during our recent hotel stay. It surprised us that our booking didn't go through to the hotel, as we had booked last minute stay. However, we received booking confirmation via email earlier in the day. Perhaps this is something ZenHotels could look into improving. Nevertheless, 5 stars to the customer support team for being so helpful to quickly process the booking and diligently calling us back on booking confirmation. Thank you!

ZenHotels could not confirm my booking with the hotel a week after I made the reservation and payment. ZenHotels' only course of remedy is to create tickets to contact their "suppliers", which can take multiple days, and then they closed my ticket without actually giving me the information I needed or the hotel being able to confirm my reservation. I had to cancel because the hotel never got a record of my booking before the free cancellation deadline. In contrast, the replacement booking I made with Expedia was confirmed by the hotel the next day.

Regarding my cancellation, this is what I received: "Usually, customers receive their money back within 3 to 45 business days depending on their bank, but, due to the current situation in the world and a large number of cancellations, the terms of return may be increased."

45 business days is a long time to wait for a refund. I will update this review if I ever receive mine.

The site glitched and cancelled my hotel room. The customer service would do nothing to support. Absurdly bad customer service. Just a dang nightmare.

They did steel my money as a hotel reservation in Dubai Hotel but they're big scam and stolen my $1,144! Government in Dubai suppose to crash this site zenhotels.com should be delete it from all pages
I did reschedule for my booking a while ago was before due date of cancellation or reschedule and they said ok and now after two weeks they said my money is gone!

Holding funds on account w/out a hotel booking or confirmation. The booking never processed because the room was not available but the transaction is still showing as pending on my credit card and reducing my available balance.

I PAID THEM AND THEY DIDNT BOOK MY ROOM AT THE HOTEL!
THIS IS A FOREIGN SCAMMER COMPANY.

YOU GET THE SAME PEOPLE WHEN YOU CALL OVER AND OVER!
I KNOW BECAUSE I CALLED REPEATEDLY BECAUSE THEY KEPT HANGING UP ON ME!

Unos estafadores
El 16 de noviembre realice una reserva en un hotel de Bilbao del 4 al 6 de diciembre atreves de ZenHotels con devolución del dinero si se cancelaba antes del 27 de noviembre.

El 28 de noviembre tuve un problema muy grave familiar con un familiar directo en el hospital de algo muy grave (y sigue ingresado) y tengo un justificante del hospital que vale para la devolución del dinero por ser problema de causa mayor. Se lo comente a ZenHotels y me dijeron que lo iban a gestionar con el hotel a ver si conseguían la devolución. Hasta ahí bien.

Al dia siguiente por mi cuenta para quedarme mas tranquilo llamo al hotel directamente para explicarles el caso y me dijeron que por supuesto que con ese justificante pese a pasar el tiempo de cancelación me devuelven el dinero pero me reviso y a ellos no les constaba ninguna reserva mía nunca, estuvieron revisando y me dijeron que ni tienen ni nunca tuvieron nada a mi nombre.

Yo ya todo mosca se lo comunico a ZenHotels por email por donde estaba gestionando todo y solo me dan largas de que lo están "gestionando" con el hotel. Ya paso semana y pico desde que cancele y hable con ellos y el hotel y siguen con largas de "estamos gestionando con el hotel" o no me contestan a los emails ya directamente cuando claramente esto se soluciona rápido porque al hotel le vale el justificante para la devolución del dinero pero claro, que van a gestionar con el hotel si nunca hubo reserva en el hotel... claramente me timaron.

Al menos tengo pruebas de todo para poner una denuncia y luego tomar medidas legales para recuperar mi dinero.

Zen Hotels charged me for a hotel room in a hotel that was CLOSED. They did not contact me to alert me the hotel was closed and issue me a refund. I got to find out the hotel was closed when I showed up for vacation! The hotel indicated that they had informed Zen Hotels months ago that they needed to close and had refunded Zen Hotels and told Zen Hotels that Zen Hotels was responsible for contacting its customers and issuing refunds. But instead of doing that, Zen Hotels made no efforts to inform or refund me, so I got to spend over 3x the amount on a last minute hotel. I have attempted to contact Zen Hotels five times since (it's been 10 days since my reservation) and have received no contact or resolution despite my continued attempts to follow up. This company has stolen from me. Steer far clear.

Along with my friends we decided to plan a trip to New York. We booked a hotel via this platform. I decided to call the hotel to make sure everything was alright. BUT they said they didn't have a reservation to my name. So I called zen's customer service and they told me they would deal with it. This all happened two days ago, we're supposed to leave in 2 days and they still don't have an answer or alternative for us... THEY CHARGED ME 530 euros, so we basically might not leave, but also lose our plane tickets, the money we spent for activities there and not even refund me because they are f***ING incompetent

Booked a hotel near Disneyland. A week after the booking, I got a message saying that "Unfortunately, we have received information that due to a technical issue, the booking was confirmed at (a DIFFERENT hotel)" This is NOT OK. This hotel is 2 miles away from where the original hotel is that I booked. And now that it's closer to my travel date, hotels are getting booked up and there aren't very many options left. I am completely upset, and I will NEVER book through Zenhotels.com again! Don't let them ruin your family vacation!

I booked a hotel and accidentally cancel the reservation, then I call them to restore the booking and they said:

"In answer to your request, please note that we are not able to restore the booking."

I lose my money and I'm not able to stay there anymore! Nice job zenhotel …

We reserved a room for 3 nights at La Quinta in colorado springs, and they took the money out of our bank account and when we got to the hotel they had given a bogus card number and now my 16 year old son and I r on the streets for the next 3 days! Cant get ahold of customer support and when i instant messaged them, i explained the problem and "vladimir" simply replied thank you have a great day" and then ended the chat.

A complete dessaster.
They cancelled my reservation but they kept my money.
Dont book throught this site.
I DONT RECOMMEND!

My trip was canceled because of a natural disaster, causing all flights to be cancelled for the entire weekend. I supplied them with requested proof and no refund. I have been in circles with customer support for almost 2 months. I simply requested my money back, and they are now telling me they "can't get in touch with the hotel". If they were a legitimate company they would simply and quickly refund me, instead they are giving me the runaround.

Simply FRUAD, Never trust. Fake reservations you will end up in the streets. The so cald support is too bad.

Booked hotel with this company reach the after a long flight was told by hotel they hadn't received payment so I phoned them told told me they had passed it on to a 3rd payment who never paid hotel even through I had a conformation e-mail stating the hotel had been paid in full I had to pay the hotel again so I had somewhere to stay THE WORSE COMPANY I HAVE EVER DEALT WITH!

I will never Book with Zen Hotels Again.
It is not worth the stress.
When we made the booking, we clearly relied on your "Rate specifications" which included a Premium Double room with a "sea view & jacuzzi" as the Screenshots attached show, however once the booking was made the "rate specifications" had a totally different room on the confirmation than what was booked. I contacted Zen Hotels support before the trip to ask why the rooms was different and was told we would get what we booked upon arrival at the hotel.
When we arrived, the story changed. We were given a Premium Double room, which was more like a basement and the cheapest room, that Hotel had to offer. It was not the Hotels fault, as they explained that those were the rooms available to Zen Hotels.
We even sent Zen Hotels screenshots and videos of the booking process. All they did way change the Website, which is clearly an admission of guilt and left us hanging out to dry.
Do not trust Zen Hotels. Very Misleading in everything they do, near to fraudulent if you as me. Instead of admitting a simple mistake we were left to foot the bill for a horrible room, that we paid very good money for.

Don't book your hotel with Zenhotels.com unless you want to lose your money and time.
I've booked a hotel room with Zenhotels.com in Hurghada, Egypt, through the Trivago.com website and paid fully. I received the booking confirmation, and everything looks normal.
Next day:
I've tried to contact the hotel with the booking confirmation. However, The hotel confirmed that they didn't receive my booking or even received any booking from Zenhotels.com.
I tried to contact customer support with live chat, and they said we are going to check with the hotels.
Since then, I keep following up with Zenhotels.com 4-5 times per day via online chat support and phone calls. But they keep saying, " One of our collages is working on your problem."
The problem didn't get solved, and I didn't get my money back.