Was assured I would get a confirmation… Was assured I would get a confirmation email! Never did! Moved on to another hotel! Got back home! Surprise we charged you for your stay also! Terrible company and experience!

We booked a hotel on 10/10 and the… Update: SmarterTravel has reached out and resolved the issue hastily and gave us the full refund and apologized profusely. The issue was with their 3rd party Hotel Beds not SmarterTravel. Sam was so helpful and we greatly appreciate her service. Issue: We booked a hotel on 10/10 and the hotel never received our reservation. We were on the phone for 4 hours and after an hour on hold they told me I could receive a full refund as we couldn’t stay at that hotel cause the booking DID NOT GO THROUGH. I was told to call back on Monday and when calling the number and putting confirmation number in the phone goes silent.

Shawn M Shawn M. was beyond amazing!!! I work in a call center and i handle highest level escalations, so I am very familiar with what good service looks like and also what is expected as a rep. Shawn immediately went above and beyond for me literally like 20 seconds into our interaction... I was asking for further details regarding a hotel I was looking at....He didn't have the answers so he advised me that i would have to call or go to the location...but immediately was already on the phone with them working on my answers. Thank you for taking the time to read this review.

+ Customer Service Had a last minute family medical emergency and had to cancel. The trip was fully refundable if cancelled by a certain time, and I cancelled the day before that time. However, I was only reimbursed half and not the full cost. I contacted customer service next day and Jennifer looked into it and saw that I met the timeline and reimbursed the other half. Very grateful that she understood the situation and was able to assist.

Received full refund done even after time-frame expired. Was unable to stay at the hotel we had reserved and although it was after the full refund time-frame they were willing to work with the hotel and were able to still give us a full refund for the stay.