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.

I had an error code online pop up when… I had an error code online pop up when trying to cancel my reservation. Thankfully Sam S. was able to assist me swiftly in the live chat in matter of minutes!

+ 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.

5 Stars for Jennifer @ SmarterTravel I was hesitant to use the Customer Service chat since they don’t have a Customer Service Line you can call. I didn’t want to deal with a bot that isn’t going to be much so but fortunately Jennifer at SmarterTravel was who assisted me and me the entire experience a breeze. She was very attentive and dealt with my issue immediately. I will use SmarterTravel again because of Jennifer

I booked a room with the SmarterTravel… I booked a room with the SmarterTravel website at Country Inn and Suites. The room was suppose to be a handicap accessible room. The room was neither a suite nor handicap accessible. I will not be using SmarterTravel again in the future.