"Booked a hotel through this website, had no issues until afterward my trip I noticed I was charged by the hotel. Why was I charged twice for this room? I contacted the hotel for a refund originally, but they said they never received payment from zenhotels. So I called zenhotels and they "opened a case" to get me a refund but it has been over a month with no update. Every time I call I get nowhere. They don't respond to emails. On Facebook messenger they always have the same answer "your case is under review" and "there is no estimated timeframe." This is ridiculous! People cannot be double charged when this website is supposed to help make booking easier and SAVE money, not be charged DOUBLE. Also I noticed the hotel charged me less, so I might as well have booked through them directly anyways instead of deal with this nonsense! I highly doubt I will ever see my money again. DO NOT USE!!!!!!!!!!"

"12/18/21 Power went off during wind storm. I was trying to find a warm spot for my elderly mother. I looked online and found ZenHotels with a good rate. I paid for my hotel. When I got to the hotel, they didn't or couldn't use the code from ZenHotels. I was charged by ZenHotels as well as the hotel accommodation. I was double charged. I am not a happy camper."

"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."

"After i booked, i went to hotel and found out there no booking. But the apps confirm my booking as a no show and still charged my credit card. The apps gave me a coupon that i could not reedem because went i wanted to use it the they said that it expired and after they fixed it i still could not uset it because the room always sold out."

"I gave one star because there isn’t a zero star option…

RUN! THIS IS ANOTHER WELL-POLISHED RUSSIAN SCAM!
If you paid for your reservation with a credit card, then ask for a reimbursement. They will then go after ZenHotels themselves.

I’ve booked and paid in full for a supposedly non-refundable reservation at Le Petit manoir du Casino de Charlevoix (QC CA) but the hotel never received neither the reservation or the money!!! The hotel manager took upon herself to check on ZenHotels’ identity with all the reservation platforms they do business with. Verdict : none of them new this platform; but this scam is so well organized that Trivago — normally trustworthy from my personal experience — references them. In spite of my experience (being 66 y. old and having traveled a lot), I jumped on their incredible offer on Trivago without checking on them first and I fell right into the trap.
Magically, as soon as I asked MasterCard to reimburse me and take the matter into their own hands, somebody ‘…with a Slavic accent and a name impossible to pronounce’ (said the hotel manager) called her SUPPOSEDLY to finalize the reservation but having demanded a certified check, the person never called her back…

ZenHotel is magical : a hatfull of tricks designed to make your hard-earned money disappear into their pocket!

Tell your national police about ZenHotels: it’s another way Russia invented to try and destabilize Western economies while making tons of cash.
I tell you once again : take my advice and RUN!"

"I booked a room from Zenhotels throw trivago site. check-in date is 29th/jul till 31st/jul on Le Meridien Dahab resort. I paid the full price and got the conformation at the same time which was great. after one week they sent me an email asking about my nationality. I replied to them and after 10 days of getting my conformation they said oh sorry. you put wrong nationality so you have to pay 75 usd per person per night. I told them no one asked about my nationality on the time of booking and they replied you made the booking through trivago and we assumed that you were American. as the hotel policy you have to pay 75 usd per person per night !!! which is 300 USD total ! I AM NOT GOING TO PAY ANY PENNY. It's the website responsibility not mine. I called them three times. each time they put me on hold for 40-50 minutes and don't do any thing other than saying we will email you. I WILL CONTACT DUBAI CUSTOMER PROTECTING FOR THIS SCAM"

"I booked my trip in March. Description and reservation was for a 7 night stay at an all inclusive hotel. I believe it because I have gotten awesome deals in the past. However, I receive an email in June stating that there was a mistake in my booking and that it was supposed to be for a regular room (not all inclusive). Although they offered a 60% discount that still left us out in the cold because we did not book or hadn’t planned to book transportation. When I replied to the email and asked for a better resolution, I never received a call or email from anyone. I called the phone number that is listed in my reservation email. The first time I got hung up on. The second I was on hold forever only to be told that someone would call me back. Later that day I got a text message from my cell phone carrier that I had racked up over $80 in international long distance fees. The phone number listed in the email is to an international number!!! It has been two weeks and have yet to receive a call or email from anyone. I look now at the hotel prices and they are more than double. Seems like someone made a huge mistake and we have to pay for it. I will never book with Zen Hotels again and I will make sure that everyone else knows. Great way to start of our 18 year anniversary!"

"I am tired for more than a month that I canceled my reservation and I have not received my refund they are uni scammers they kept my money I call the bank all day and they tell me that they have not received any refund from zenhotels my reservation number 36926691 a representative called Mohame Ali according to I speak in a bad way they only look for an excuse and excuse and they do not solve you they steal your money that if they are scammers my bank asks me for the swift code of the supposed reimbursement they made but that never came and they never want to send me They reimbursed uni must be giving pity for money they robbed me and they have not returned me I feel scammed I do not recommend them"

"
DO NOT USE THIS WEBSITE!!! DO NOT USE THIS WEBSITE!!! This website is a scam you will get to your hotel and you will not have a reservation! Had to sleep in my rental car for an entire night in Puerto Rico cause of these morons save yourself the trouble and DO NOT USE THIS WEBSITE!!! They are scam artist we had to find another hotel to sleep in Oh and the best part is you will not get your money back, These people are scam artist DO NOT USE THIS WEBSITE!!!"

"CUSTOMERS BEWARE - I booked a trip 3 months in advance and 1 month before, I was emailed that "their VERY COMPLEX software/technology" had an error and that the hotel that was listed was not accurate. So, their issue, not mine, and yet, they told me that my original reservation at the original hotel does not exist and they can offer me a discount of $100 to stay at a different hotel that their error caused. We have points at the original hotel, which is why I we booked it in the first place. After contacting their chat and responding via email, they refused to fix their problem and offered the $100 discount at the worse hotel or to cancel the reservation. What I expected was for them was not to discount an already discounted hotel, rather book the rooms I originally assumed were booked and take the financial hit that way. What zenhotels did was make an excuse for their error, offer a **** poor solution (discount an already cheap hotel or cancel), and basically leave me, the customer, back to square 1 on a trip planned months in advance. DON'T BOOK VIA ZENHOTELS. The price is VERY appealing, but their quality of service is HORRIBLE and reliability is EXTREMELY questionable. They're not very responsive and offer no solution if something goes wrong. Book elsewhere if you can. I definitely DO NOT recommend if you value your money/trip."

"Good experience using Zen despite all the negative reviews. 4 start hotel in downtown Miami half off, thought it was too good to be true. Customer service answered in a couple minutes and answered my questions in good English (office is Cyprus based). When I emailed support a question I received a helpful response within 12 hours. Will definitely use again"

"Do not book with them! I made reservations on 3/23/2021 for coco keys resort in Orlando. After I paid I received a reservation. I called the hotel directly to see if they had my reservation and they checked my name the confirmation code they had given me and my check and check out dates. They had nothing. I called Zen and they said they will send an email to their provider and I should get an update. I have called the hotel everyday to see if they received my reservation and as of today they never received anything. I called Zen to cancel the reservation and he told me it can take 30 days for them to refund me. He said he cancelled it today but come on 30 days. They are some shady people and stay clear from them as they will take your money and not book your room. I am so glad that I have checked on the reservation with the hotel because I would have showed up and not have a room."

"Steer way clear of this site. Once you book, you can't cancel for any reason. I had a covid related appointment but was told "oh well". NO REFUND! Use another site for your own good."

"They have charged my card when they were not supposed to. Immediately upon receiving an email for a confirmation of booking I reached out to them via online chat because they have no phone number.

They couldn’t help. I immediately contacted the hotel. The hotel stated they can cancel the reservation as long as they receive an email from ZenHotels. It has been 2 days, I never checked into the rooms because there was never any intention of booking the to. In addition the hotel company explained that their direct rates were cheaper anyways.

ZenHotels has stated that the hotel company will not cancel the reservation although I have multiple documented correspondence with them stating they will.

This company is a fraud and scam. They will present one price when you are searching via Google, once you get on the site it is another. Apparently after booking which I had no intention to do their will be an additional $500 in fees due to the hotel upon arrival!

This is unacceptable and I will be taking further action.

Explain how The Venetian directly changes $692 total and ZenHotels charged my card $758 plus additional $500 in fees they do not discuss prior to.

DO NOt BOOK WITH THIS COMPANY!! "

"In early January booked a room through Zen hotels for October this year. Unfortunately the corona virus has prevented travel so I asked if the date could be moved. Zen said they would contact the hotel and after 5 days I got a response saying the hotel would not move the booking. I then contacted the hotel direct who said that the booking was with the agent ie Zen. Now the booking is non-refundable however I would have hope Zen would have been open to moving the booking. I am not asking for my money back just a date change and would of course have spent additional money whilst staying at the hotel. So Zen did not tell me that it is their decision not to move the booking (I emailed them again and have not received a reply) and considering the current restrictions I find it very disappointing that they cannot be flexible and allow the date change. I won't use them again and will make sure all my friends are aware of their inflexibility!! "