"I have had a terrible experience with Zen Hotels. I made a booking, and somehow during the process the booking was duplicated. I was made aware of this the next day and contacted them immediately to refund the duplicate booking. They have refused to cancel and refund the booking and have £300 of my money. The staff in the call centre are not helpful at all."
"
This booking sight is a scam, DO NOT TRUST.
I booked a room that was advertised with a private pool when I clicked to reserve I even took a screen shot which was lucky that showed that what I chose included a private pool.
Once booked and PAID I received my hotel confirmation and the room was completely different to the one I booked and paid for and did not include a private pool.
I called to confirm that this was not just a typo and that it did in fact have a private pool, the customer service is SHOCKING they didn't even know themselves if it did or not and said they would contact the hotel and get back to me. NO RESPONSE so I contacted the hotel directly they were very quick to get back to me and confirmed that I received the wrong room and that they were sold out of the room that I wanted.
After another 4 calls and numerous emails with proof of FALSE ADVERTISING to ZenHotels they are still denying a problem, and denying me a refund. The calls I was met with extremely rude and definitely not knowledgeable people. I assume most reviews below are fake as all the customer service I have received is dodgy illegal. I will be taking it further as this company practices fraud and pays their support team (that work remotely with terrible telephone connections) to cover it up for them.
DO NOT TRUST THIS COMPANY WITH YOUR MONEY."
"One week after I booked my trips to Praque zenhotels cancelled all 9 my reservations.
Thank you, this company is a nightmare!!!"
"Fast and easy order process
Best support team ever!"
"we booked an apartment the night before we left to go on a weekend trip and I got a confirmation of the booking and it also said that it was fully paid, but then when we were on the way we called up the hotel because we would likely arrive late and wanted to let them know and the hotel tells us we do not have a booking with them!! so we had to call zen hotels and explain the situation and they did not really help to resolve it. we had to call the hotel and the customer service back and forth while being in the car, one of us driving in pouring rain!!
so we finally get offered a new place to stay the weekend just before we arrived at our destination, to then as we arrive, get told that the hotel is a CHILDREN'S RESORT (to clarify we went to the Gold Coast, Australia and we are two young adults WITHOUT children) and that we do not belong there by the receptionist.. on top of that, she also told us there is no booking under my name and we had to call zen hotels again and had to legit hand the reception my own phone because god knows why they could not call themselves!!
The rooms in this resort were not at all similar to what we booked on the website and not get but as we were already tired and just wanted a place to sleep for the night, we stayed there.
As we did not want to spend our whole weekend in a children's resort, we told them that they need to find us a new place for the next night and it better be the standard we booked and paid for and the mister on the phone acted like it was our fault that all this happened the whole time. They send us an option for the next night and it was nothing like what we booked, so we said no and had to search for an eligible hotel ourselves (great customer service, really!)
on a side note: we had to call the customer service up all the time and it is in cyprus (which cost us at least $10-15 in credit) because they rarely called us with updates or when they were supposed to call us! Also, we were supposed to receive emails from them and never did, so we had no other choice then call them up...
I still can't believe how bad this experience was and how little was done by the customer service themselves without our help to resolve this!!"
"My first booking aggregator and I'm going to keep stick with it. I had always booked directly with the hotels until I found it's neither more convenient nor cheaper. (I still check the prices directly though)"
"Excellent service to find hotels. I found my dream room where my husband and I spent our honeymoon. Everything met the description and requirements. I'm waiting for my next vacation to use the service."
"the site is easy to use and the prices are always cheaper than on the other sites"
"Never had problems with the reservations, I highly recommend zenhotels.com
"
"really they are not professinol
ı booked hotel 1381 TL They took 1422 TL from my credite card after I am angry I cancel my hotel 60 days later still they did not pay my money back strangers "
"how zenhotels operate is they put a price on their website for a room, then after you book it and give them your card details they then contact the hotel to see if its available at that price.
if they cant contact the hotel then you are left hanging, waiting, unable to know if you have an actual booking
below is my frustrating conversation with their online chat to try to confirm if i have a reservation. note the time it takes for them to reply
ME; tryed to make a booking but it came up with the hotel failed to respond
ZEN;17:32 Now you're chatting with Svetlana
ME; what now, do i wait for them to respond or is the booking being processed/
ZEN; 17:33 Hello. Let me check it first.
ME; 17:33 ok
ME;17:38 are you still there/
ZEN; 17:42 Yes, please try to book Pay upon arrival instead of Pay now.
ZEN; 17:44 Your bookings were failed.
ME; 17:44 so the money wont be taken from my card/
ZEN; 17:44 Hotel will require a card details to guarantee reservation. But you will pay at the hotel upon arrival.
ME; 17:45 the price price for pay now is 65 and pay at the hotel is 227
ME; 17:46 are you saying that the 65 pound price does not exist/
ME; 17:46 ?
ZEN; 17:47 You need to try to book it later.
ME; 17:48 just to confirm the money for the other 2 bookings wont be taken from my card?
ZEN; 17:49 You have made 4 reservations, 2 bookings are already failed and 2 are prepending.
ME; 17:51 no
ME; 17:52 only tryed to book the room twice
ME; 17:52 i am trying to book one room for one night,
ME 17:54 the first booking failed and i receieved an email telling me it had been cancelled. the second attempt i have not had any information on
ME; 17:54 are you there?
ZEN; 17:55 The second one is failed as well.
ME; 17:57 you said 'You have made 4 reservations, 2 bookings are already failed and 2 are prepending'
ME; 17:58 so are there 2 more reservations pending/
ME; 17:58 ?
ZEN; 17:59 Yes, 2 reservations are pending. You will receive a cancellation letter when reservation would failed.
ME; 17:59 i don't think you understand, i only tried twice to make a booking. where do you get 4 from?
ME; 18:00 and i have received only 1cancelation email
ME; 18:01 this service is rubbish.
ME; 18:02 so what am i waiting for here?
ME; 18:03 its all very unclear?
ME; 18:04 are you there?
ZEN; 18:05 It can take up to few hours for reservation to fail.
ME; 18:06 where do you get 4 bookings from, i only attempted to book a room twice?
ME; 18:07 i only want 2 things to happen now. please cancell any bookings or a request for a reservation against my name
ME; 18:07 and second conform you will not be taking any money from my card
ZEN; 18:08 It is not possible to cancel a request. If the reservation is failed no money would be transferred from your account.
ME; 18:08 i will try to ask again, i tried twice to make a booking. the first one i have received a email telling me its cancelled
ME; 18:09 the second one you have told me also has been cancelled
ME; 18:10 but you also say that there are an additional 2 reservations requested....
ME; 18:10 is that correct?
ZEN; 18:11 Yes, you made four reservations. 2 are failed 2 are prepending.
ME; 18:12 no i never, i tryed to book the room twice not 4 times
ME; 18:12 where do you get the other 2 from?
ME; 18:13 are you there?
ZEN; 18:14 Ok, so if you made 2 reservations, 2 reservations were failed. Is there anything else I can help you with?
ME; 18:16 so there are no reservations pending then?
ME; 18:16 because you where just telling me there where 4?
ME; 18:17 are you there?
ME; 18:19 hello
ME; 18:22 so there are no reservation requests against my name?
ZEN; 18:22 There are already 3 failed reservations and one is still pending.
ME; 18:24 you should state on your website clearly before anyone trys to book a hotel after you hand over your credit card details your website then looks to see if the rooms are availible
ME; 18:25 so to confirm although i tried just twice you are trying 4 times to book a room ?
ME; 18:27 this is like an hour wasted with your company
ZEN; 18:28 Your fourth reservation is failed.
ZEN; 18:30 Is there anything else I can help you with?
ME; 18:30 so please confirm that now i have no reservations pending against my name?
ZEN; 18:30 Now you don't have any reservation active or pending.
ME; 18:30 and you will not be taking any money from my card?
ZEN; 18:31 No money were withdrawn from your account.
ME; 18:32 ok
ME 18:32 so i know you are just working for this website so its not your fault but you can thank whoever for an hour of my sunday evening not being able to book a room through this stupid website and i will review this booking process as a negative experience
Chat score:
ME; the thumbs up is cause i am a nice person
ZEN; 18:35 You are very welcome! Thanks for visiting Zenhotels, have a great day!"
"I didn't know this site before but found it through Trivago. We I filled the reservation, I asked and paid for a Deluxe room. When I received the booking confirmation, it's only a Standard room!! But the worst is that the hotel's adress in the confirmation email is not the same adress as the hotel I booked!!! I cannot trust them, it seems to me that this is a fraud. I wrote an email to them and I'm still waiting for their answer. But I will also call the hotel to be sure they received my booking.
I went again on Trivago and did the same research process, and definitly the hotel adress was correct before I paid, only on the confirmation email it's a different city!! Not reliable site at all, I will only book with booking.com or ebooker in the futur"
"Zen got me the Lowest rate available on the internet among more than 20+ hotel booking websites. Some confirmation issues occured with the hotel who asked me to pay them more but Zen team solved it a day before my check-in date without asking me to pay any extra amount & saved my vacation for good.
Many thanks for the hard effort ZenHotels team, i'll always recommend you to my friends :)"
"It was amazing. Thank you."
"Good service, I booked 2 hotels in Vienna and faced no problems with reservations. Great prices!"