Since the Covid-19 pandemic, traveling has undergone some major changes.
From booking plane tickets to booking hotels in advance, everything has gone online. All this has been possible because of online platforms like Kayak, Expedia, and more.
Despite this time-saving convenience, it’s not all sunshine and roses. One such website is ZenHotels where I had a horrible experience of booking cancellation, refund, and pathetic customer service.
Before I share the whole story, let me introduce you to ZenHotels –
About ZenHotels
ZenHotels is an online platform that provides its users with an abundance of options to choose from a vast array of accommodations. The service boasts global coverage, an easy-to-use interface, and competitive rates.
- Global Coverage: ZenHotels claims to offer accommodations from over a million properties worldwide, promising that you will find the perfect choice to suit your specific needs.
- User-friendly Interface: ZenHotels’ platform is designed to be easy to navigate. With a minimalist design and a user-friendly interface, it strives to ensure that the process of booking your ideal holiday accommodation is as smooth as possible.
- Competitive Rates: One of ZenHotels’ biggest selling points is its competitive rates. It aims to provide travelers with affordable options without compromising comfort and quality.
My Booking Experience
My journey with ZenHotels started smoothly. Their simple booking method guided me to select the perfect accommodation for my trip. I was initially pleased with:
- Smooth Reservation Process: The reservation process at ZenHotels was comprehensive yet straightforward. The platform led me through easy-to-follow steps, allowing me to reserve my desired hotel within minutes.
- Detailed Description: The site provided an in-depth description of the available accommodations, including amenities, pictures, and reviews from other users. This made my choice informed and easier.
Unfortunately, a few days before my scheduled departure, I had to cancel my trip due to unforeseen circumstances. This is when my headache started and I was stuck with a web of lies by their customer representative.
Dealing with ZenHotels Customer Service
To be honest, I felt confident as I approached ZenHotels for my refund, expecting a smooth procedure. However, the actual process was far from it:
- I started by sending them an email detailing my situation, and I received a flippant reply that barely addressed my concerns.
- Following multiple exchanges over email, I realized the resolution was nowhere in sight.
The subsequent steps taken to address my refund request were disheartening. I reached out to ZenHotels’ Customer Service, hoping for a swift resolution. Instead, the experience left me more stressed:
- I found myself stuck in a long queue on the phone multiple times, usually ending without a clear response.
- The responses were often vague, leaving me unsure about the status of my refund request.
- Despite my multiple requests for clearer information, ZenHotels seemed reluctant to provide it.
At this stage, I couldn’t help but wonder how ZenHotels compared to other hotel booking platforms when it came to the refund process.
ZenHotels’ Competitors
The customer service and refund process of ZenHotels made me consider its competitors like Booking.com, TripAdvisor, etc., which have been known for their exemplary customer service:
- Booking.com: Booking.com is a fantastic ZenHotels alternative for booking accommodations, flights, car rentals, and airport taxis. With its wide selection of properties and user-friendly interface, Booking.com promises an unforgettable travel experience tailored to your needs.
- TripAdvisor: TripAdvisor’s refund process is quite known for being quick and straightforward, with their customer service often being highlighted for prompt with clear responses.
Is ZenHotels Safe?
In summary, ZenHotels provides a seamless process for booking accommodations. However, based on their treatment of customer refunds, there’s a lot of room for improvement in their customer service.
Returning back to the question, “Is ZenHotels Safe?” – it depends on what you mean by safety.
Well, transaction-wise, ZenHotels is a safe website for making travel-related bookings. However, when it comes to sales service, it’s pathetic.
Look at its Trustpilot reviews, the majority of its ratings are negative. Reasons being, poor customer service and unsatisfactory resolution of issues, including financial disputes.
On Sitejabber, ZenHotels’ overall customer satisfaction ratings are mixed, with an aggregate rating just below average.
Customers most frequently reported grievances related to customer service, credit card issuers, and third-party problems. Like ZenHotels, if you do not want to face such issues, before booking any tickets or hotel, it’s better to check these reviews on third-party review sites like Trustpilot and go through their refund policy.
That’s all for now.
If you’ve made your travel plans through ZenHotels.com, then do share your experience with others in the comments below for a balanced take.
