Are you tired of your travel plans turning into nightmares? To be honest, I have never experienced anything like this before, but It was so bad, that I felt compelled to inform my audience about my experience. Hopefully, no one would ever go through what I went through. Buckle up and look no further than ZenHotels.com, the one-stop solution for disappointing trips. With their unreliable bookings and unprofessional customer service, it’s no wonder I would never book another trip with them!
Imagine spending hours researching the perfect hotel, only to arrive and find that your reservation doesn’t exist. This almost happened to me, but I ended up calling the hotel directly, 1 week before my reservation and they had never heard of me or my reservation even after several confirmation emails from ZenHotels.com! This is just one of the many frustrations I experienced with ZenHotels.com. Their inability to provide accurate and reliable bookings sent me into a spiral and stressed out just days before my departure.
Not to mention the appalling customer service I received when trying to resolve these issues. Instead of offering solutions, they gave me the runaround, leaving me in a state of constant irritation.
It’s clear that ZenHotels.com fails to live up to its promises of seamless travel experiences. If you value your time, money, and sanity, I strongly advise against booking another trip with them.
The booking process with ZenHotels.com
It all started in June 2023 when I was deciding with friends what to do for my birthday. Normally we leave the country every year and try to see a different part of the world. We have great time and have never not been met with amazing views, complete immersion of local cultures as well as exciting excursions. This year we decided to go to Cartagena, Columbia. My travel buddies have friends from there and a few people gave us positive reviews. We all agreed and began to plan.
When it comes to booking a trip, the process should be smooth and hassle-free. Unfortunately, that’s not the case with ZenHotels.com. From the moment I started my booking, I noticed that they featured several hotels with a discounted prices which was attractive to my friends as it was a birthday trip but international and on a budget. Once I found a suitable option, I proceeded with the reservation. Initially everything looked good. I received several confirmations and even a separate email asking me to create an account for loyalty rewards etc.
On June 29, 2023, I booked our hotel for 7 days in Cartagena, Columbia. 2 weeks later I reached not to Zenhotels.com but directly to the hotel to prepay for champagne, cake and to inquire about what birthday packages they had in our hotel. Much to my surprise, they had never heard of me or my reservation. I immediately reached out to ZenHotels.com’s customer service for assistance, but they were unresponsive and I couldn’t even get someone on the phone. I followed up with an email and they never responded to even to this day.
I called and called, finally I was able to get someone on the phone. She then asked me, “If I was the one that sent the email?” I told her yes and she said that they didn’t respond because they didn’t know what to say. They claimed they had a separate person that was in charge of booking the hotels and that they would have to first reach out to her and then get back to me. THEY NEVER DID! It was a tormenting and time-consuming experience that left me questioning the reliability of ZenHotels.com at all. How could they do this? I checked my account and they took the money of course but NEVER passed along my reservation. Little did I know it was only the beginning of a very long nightmare.
Customer service issues with ZenHotels.com
Customer service is a crucial aspect of any travel booking platform. It’s the lifeline for customers when things go wrong. Unfortunately, ZenHotels.com’s customer service fell far short of my expectations.
When I called their helpline to inquire about my missing reservation, I was met with long wait times and unhelpful representatives. I called during the day, I called during the evening times and at night. I asked to speak to managers, this went on for days. They seemed disinterested in resolving my issue and instead offered generic apologies without any concrete solutions. I asked to speak to managers and when I could get someone on the phone was told that there would be an investigation but nothing happened. At one point, on a Saturday morning I called them and I was hung up on by the customer service representative after threatening to get my lawyer involved.
The lack of honest communication and follow-up from ZenHotels.com’s customer service team only added to my annoyance. I was left feeling ignored and abandoned, with no resolution in sight only days before my departure. It was clear that customer satisfaction was not a priority for ZenHotels.com. I was forced to use another company to book another hotel for the duration of my stay. I asked them for refund, reciting to them that it states clearly on their website that all bookings are guaranteed and confirmed within 72 hours. For me that was not the case. If I hadn’t decided to preplan for my arrival by contacting the hotel directly, I would have never known about the scam. I would have arrived in a country where I didn’t speak the language, without having a valid reservation.
During this time, Zenhotels.com informed me that they would not give me a refund because the person in charge of the booking, “Pushed the reservation through and everything should be fine.’’ Also, they stated that I was past the point of a cancellation which was a blatant lie because the reservation had only been “pushed through” through less than 24 hours prior. At this point, I did not trust them. In less than a few days I would be flying out of the country and I needed to ensure that I had a reservation that was legitimate. I reached out to the original hotel after the reservation was “pushed though”. After waiting 97 minutes on hold, I informed them of the situation and cancelled that reservation. In response, they provided me with a signed letter stating that they themselves would not be charging me for the reservation cancellation due to their policies. They also informed me that if Zenhotels.com was charging me, it was not in compliance with there mandates.
Problems with hotel accommodations booked through ZenHotels.com
One of the main reasons travelers rely on booking platforms like ZenHotels.com is to secure reliable and comfortable accommodations. However, my experience with ZenHotels.com left much to be desired. Their lack of care and customer service was if nothing else infuriating and embarrassing situation that left me scrambling to find alternative accommodations last minute.
I wish that I recorded conversations that I had with the customer service representatives. One gentleman that I spoke with admitted that they do this kind of thing all the time and that the chances of me getting my money back were slim. Even when I spoke to managers like “Roman” etc, they all said the Same thing:
A) They apologized
B) Said they were going to email we after doing an investigation
C) Said they couldn’t refund me even as a manger because that had to be done specially from their banking department which was located in Cyprus and so I would have to call back during that time and ask someone to contact the bank to get the refund.
Guess what? I did that! As a New Yorker, that meant waking up in the middle of the night to call customer service. I was very surprised when I called they answered the phone identifying themselves as another company. I explained that I was calling for ZenHotels.com. They said that they were also that company as well. After going through this and speaking to another customer service rep that didn’t seem to be the least bit surprised, I was told that the banking department was not responding and they would send me an email after getting in contact with their banking department.
As of October 1, 2023, I have no less than 150 emails, in correspondence with them telling me to wait for them to get back to me, admitting fault, and telling me that they will issue a refund, but never actually issuing the refund.
Hidden fees and additional charges
When booking a trip, it’s essential to have a clear understanding of the costs involved. Unfortunately, ZenHotels.com’s lack of transparency left me with unexpected expenses.
Having to scramble last minute to book my hotel after being given the false sense of security that was reservation was confirmed, has left me with paying last minute hotel fees for a birthday trip that was supposed to be memorable. I suppose it was memorable, but for the wrong reasons. It was vexing to feel blind sighted by these charges and left me questioning the integrity of ZenHotels.com. In my mind this is a scam company. Their lack of professionalism and outright admitting to fault with a refusal to issue a refund after saying that they wouldn’t issue a refund and then they would issue the refund, shows me exactly that. Every time I call, I get another excuse and the run around with empty apologies.
Lack of transparency in pricing and cancellation policies
Transparency is key when it comes to booking trips. Customers should have a clear understanding of the pricing structure and cancellation policies before making a reservation. The pricing displayed on ZenHotels.com often seemed too good to be true, and it turned out it was. Their cancellation policies on their website, however clear, were not honored. This lack of clarity only added to the stress and disappointment of booking through ZenHotels.com.
Alternatives to ZenHotels.com for booking trips
If you’re looking for reliable and trustworthy travel booking websites, there are several alternatives to ZenHotels.com that I would highly recommend. These platforms prioritize customer satisfaction and offer a seamless booking experience. Some popular options include:
- Expedia: Known for its extensive selection of accommodations and excellent customer service, Expedia is a reliable choice for booking trips.
- Booking.com: With a user-friendly interface and transparent pricing, Booking.com is a go-to platform for many travelers. They also offer a wide range of accommodations to suit every budget.
- Airbnb: For those seeking unique and personalized accommodations, Airbnb is a fantastic option. With a wide variety of listings, you can find everything from cozy apartments to luxurious villas.
Tips for finding reliable and trustworthy travel booking websites
When searching for a travel booking website, it’s crucial to do your research and consider the following tips:
- Read reviews: Look for feedback from other travelers to gauge the reliability and customer satisfaction of the platform.
- Check for transparent pricing: Ensure that the website clearly displays all costs and fees associated with the booking.
- Look for responsive customer service: A reliable travel booking website should have a responsive and helpful customer service team to assist you when needed.
- Compare multiple platforms: Don’t settle for the first booking website you come across. Compare prices, policies, and customer reviews across different platforms to make an informed decision.
- Book directly with hotels: If you prefer more control over your booking and want to avoid third-party platforms altogether, consider booking directly with hotels or accommodations.
How to handle issues with online travel bookings
Even with the most reputable travel booking websites, issues can still arise. Here are some steps to follow if you encounter problems with your online travel bookings:
- Contact customer service: Reach out to the customer service team of the booking platform to explain the issue and seek resolution.
- Document everything: Keep a record of all communication, including dates, times, and names of representatives you speak with. This documentation will be useful if you need to escalate your issue.
- Escalate the complaint: If you’re not getting a satisfactory response from customer service, escalate your complaint to a higher level within the company.
- Use social media: Many companies monitor their social media accounts closely, so if you’re not getting a response through traditional channels, try reaching out on platforms like Twitter or Facebook.
- Seek alternative solutions: If all else fails, consider finding alternative accommodations or booking through a different platform. Your comfort and satisfaction should be your top priority.
Conclusion: My recommendation to avoid using ZenHotels.com
On October 16, 2023, they issued me a partial refund. I must assume that requesting the signed letter from the actual hotel of the original booking and hotel management saying that Zenhotels.com was not working in accordance with their mandates led to this decision. I have countless emails, sleepless nights, a ruined birthday and waisted hours dealing with these people. Keep in mind this is after they told me on July. 23rd, that my “refund processed.” Their business practices flip flop like the weather. One person says one thing, another person says another. You threaten to get a lawyer, they hang up in your face. It doesn’t matter if you speak to a manager or not.
In conclusion, my experience with ZenHotels.com was nothing short of a nightmare. I felt compelled to write this because I do not want another person to ever deal with this kind of irresponsible and disrespectful company. From unreliable bookings to unprofessional customer service, they failed to deliver on their promises of seamless travel experiences. If you value your time, money, and sanity, I strongly advise against booking a trip with them.
Instead, consider alternative travel booking platforms that prioritize customer satisfaction and transparency. By doing your research, reading reviews, and comparing multiple options, you can ensure a smooth and stress-free travel experience. Say goodbye to sleepless nights and ruined vacations. Choose a reliable and reputable travel provider that won’t let you down. ZenHotels.com is not the answer.
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