Internet said Hotel was pet friendly… Internet said Hotel was pet friendly and was even a review about a customer having a dog. When we arrived the hotel refused our reservation saying they were not pet friendly. When I contacted SmarterTravel via message because that is the only way to contact them, I was told I would hear back within 5 business days. It is now 6 and counting and still no word. I hate not being able to contact a company. I checked my spam, there was an email stating you will be contacted within 5 business days. The only way I received a response was due to my review. What I find weird about this situation is I called the hotel, they say I have to get the refund from SmarterTravel and you say I have to go through them. When it is 12 in the morning and you just want to find a place to sleep for a few hour I personally trusted the site I’m booking on when it says the hotel is pet friendly. I will not anymore though. Losing 87 dollars has taught me that. Company can work another customer after time period to get them a refund but refuses to work with us, sounds kinda unfair. Will not use SmarterTravel ever again. So after contacting the BBB SmarterTravel has offered to refund our money.

Response and repair time I could not access one of the articles that I wanted to read about secret to iPhone for travelers. Sam acknowledged my request for information- or to fix the missing link- within 10 minutes after sending it. It was FIXED and I could access the article in less than 20 minutes!!

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.

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

This company is like a hidden gem! This company is like a hidden gem! I booked a really great rate with them - I couldn't believe the rate was real until I called the hotel and they confirmed my booking was on file and fully paid for!!! It didn't stop there either; I had an issue come up with the hotel after check out when there was a weird charge from the hotel on my account. Reaching out to the customer service team was a little tricky at first but once I found the chat box thing, I got ahold of someone straight away. They worked with me and asked for some details and then were able to confirm the charge with the hotel - it was the refundable deposit... ops! All in all, I thought that they were great and wouldn't mind using them again!!!