EngineReviews of engine.com

My customer service agent Josh Briggs is very weird and sends a lot of aggressive texts trying to pressure me into committing to a hotel block I don’t want to.

Their customer service is terrible. I booked a hotel through the hotels website that uses engine. The hotel that I was booking was closed due to renovation. I called engine for two weeks straight to try to get my money back because they are the ones that took the money in the hotel did not receive any because they were closed. I continuously got AI. I would never use engine ever again. It took me three weeks to get my money two weeks to finally actually get it resolved because the customer service was so poor.

Engine recently announced a partnership with AISLE Planner. Since I have been using AISLE Planner for several years, I decided to move forward with Engine directly, even before the integration became available on the AISLE Planner platform. Unfortunately, after two weeks, the only result has been a series of emails from a virtual assistant repeatedly asking for the same information, despite the fact that I had already provided those details multiple times within the email thread and during the registration process itself. At the same time, my assigned account manager, Chris Mancino, is nowhere to be found and has been completely unreachable. To better understand the situation, I checked Trustpilot and quickly realized that my experience does not appear to be an isolated case. Based on both my direct experience and the reviews I found, I do not consider this to be a professional or reliable platform.

i am yet to be in contact with cust. service...but. working out of town and staying at a hotel paid for by the company .needed a card for "incidentals"not thinking about it i used my master card.my debit mstr crd. i now have a charge on my card,bank account for $150.bank statement has(hotel) name listed.the hotel has printed out my complete folio wich has no $150 charge.it does however have the name "hotelengine inc" printed at the top of said folio.hopefully i can get in contact with cust.serv.and this will be rectified.

Engine.com refuses to comply with Hotels' terms and conditions. When you try to contact customer service, you're sent on a wild goose chase of gibberish. They have no way to legally and appropriately provide a credit card for incidentals.

Update: Engine reached out after my review and was able to assist with correcting the issue. Thank you so much for the support. Perhaps I will try again. After booking with the service within 2 hours, I realized the pricing was in USD, I'm Canadian, and booking in a Canadian city, doesn't make sense. I paid for the "Flex" - refundable, which turns out is only a travel credit. I contacted customer service within 2 hours of booking only to be told, "I'm so sorry" more than once. I will never use the service again, what a horrible experience

Engine's response below is false in every material way. Let me correct the record. First, the credit card they emailed us was not "Engine's credit card." It was their customer's corporate credit card — belonging to the guest who stayed at our hotel. They emailed someone else's credit card number in plain text. That is a PCI compliance violation regardless of whether it was sent as a PDF or written on a napkin. Second, Expedia did not send us a credit card for room and tax. There was no payment from Expedia. That is why we charged the only card we were given — the one Engine emailed us. Third, they claim their "team will work with you and Expedia" to resolve this. They have never replied to a single email we sent them. Not one. We contacted them multiple times before this review. No response. Their offer to help exists only in this Trustpilot reply — not in reality. Fourth, they claim the chargeback was filed because we "erroneously" charged room and tax. There was no other payment method provided. No Expedia payment existed. We charged the only card we had for a room that was used. That is not erroneous. That is how hotels work. Engine used our hotel room, provided no payment, ignored our emails, disputed the charge two months later, and then posted a public response full of verifiably false statements to make themselves look reasonable. To any hotel operator reading this: get payment upfront. Engine will not pay you, will not reply to you, and will lie publicly when called out.

Terrible customer service. Felt like I had to repeat my reservation info multiple times. I had called immediately after I made my reservation because I had accidentally clicked on the non flexible option but wanted the flexible option. Apparently there was nothing that could be done even though I had them on the phone within 5 minutes of the reservation. Felt like I was just talking to a robot the whole time. Talked with the hotel I was making the reservation for and they would’ve been more than willing to correct the mistake but since I went through the link on a wedding website, it was booked through this terrible platform who is not willing to work with anyone.