"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!"
"I'm absolutely pleased with ZenHotels. The hotels offer is really great, and the service is great. There were no problems with booking, even when I had to change it. I thought that I would have trouble changing the reservation, but the custom service quickly found the solution, I had great time in my hotel. "
"ZenHotels is worst website ever!! I ordered with them twice. last time their website showed a deal for several days. I booked it and got confirmation, and still decided to email them and called to confirm the amount, they confirmed several time.. Now 2 weeks before my flight they're telling me there was a mistake on their website (blamed everyone, and basically called me a liar, while I have email confirmations, and already paid in full) so they just gonna give me my money back, and some lame credit for my next booking... While prices are raising now like crazy for Paris, and this means nothing!!! Making mistakes, and then claim there's no damage done!!! Not taking responsibility for THEIR actions!!!! Leaving me without my 5 STARS LUXURY HOTEL with a very specific important location I paid for!!!!! Liars and worst company ever!!!!! Can't keep their word, don't trust them. They will not provide what their website will say, and will hide behind some legal BS. Don't work with them!!!!!!!!!!! Terrible company that can not provide anything on their website, and would leave you with nothing right before you're already busy with your flight... worst costumer service, worst experience- scam!!!!!!!!!!"
"I was searching the internet for a perfect location to have my holiday and then I stumbled on Zenhotel.com. Though I was a little skeptical at first but I decided to give it a shot. I typed my preferred location and the website gave me the best deals and I chose my preferred option. True to what was displayed on the website, the hotel service was great, friendly and enjoyable. Thanks to zenHotel, my holiday was amazing. I’ve already booked them for my next holiday"
"Booked hot el in portimao portugal at midday paid on debit card receive email 30 min later due to technical error booking cancelled hope to refund money in72 hours this wasthe first time i used this site an the last. Rebooked this hotel with other site NO problem now hope to get refund HAD TO PHONE TO GET CONFIRMATION OF CANCELLED BOOKING BAD BAD BAD "
"ZenHotels helped make my hotel booking a lot easier. The whole process was far easier than other platforms I tried. Once I selected my preferred location, the website was smart enough to show me the best deals within my desired location and timing. And yes- the Trip Advisor integration is one very helpful tool. Thumbs up guys."
"Zenhotels bookings are not hit and miss like other platforms. I must confess I enjoyed my holiday alot. Thanks to Zenhotels for booking an excellent place for me.
"
"We wanted to travel to Philippines and the only website that accepted PayPal was Zenhotels.com. The customer support executive helped us for all our concerns. "
"Tremendous Website with quality services.
Easy to book room and 100% same room as mention on website.
Fair dealing."
"It was my first time using an online hotels booking company because I had always been wary of the challenges that sometimes come with them. Well, I finally booked for hotel Pennsylvania, and I'm happy it was hassle-free. Zenhotels platform is really for everyone - pro bookers and dummies like me. Lol"
"Booked via Zenhotels 6 monthes in advance and paid immediately after booking. 5 month later (and one month before my vacation) Zenhotels wrote me the paid and booked hotel room is not available anymore. I'll never book via Zenhotels again, never ever.
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