Engine レビュー 45

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.

I had some issues with a sales representative at Engine that were quickly resolved when I complained. I appreciated how they received feedback and worked to make my experience better.

Have used them for years and have generally been happy with their pricing. I have never had to deal with customer service till this time. I attempted to charge the stay (I selected non refundable with flex) to my credits but must not have saved them as my default. Within 15 minutes I did a chat with CS where it was clear they didn't understand that I was just change the billing. They said they were get back to me but never did. I then tried calling. Again, they didn't seem to understand that I was just looking to change the billing. After my call I got an email explaining I could not cancel my reservation (again nothing said about changing billing). Again I called, went through the drill again where this time they said they were unable to change the billing. I asked for a supervisor, was told it would be just a couple of minutes and then was told they would need to call me back or could respond by email (I requested a phone call). I got email again saying the reservation could not be cancelled and no mention of the change in billing. I know it was my mistake but very disappointed with customer service.

This company is horrible. I have had a sales person call me and email . I have told him several times to stop calling us. He is now leaving messages on everyone in our companies voicemail. I have called the company to have this stopped and they refuse to let me speak to anyone about this matter. They have been calling and harassing us for months at this point. No means no

I told my agent that I wanted a block for multiple hotels because I’m having a big wedding with people who have vastly different budgets.

They only booked one hotel for me and I told her that I felt like the price was high and instead of trying to renegotiate a price on my behalf she tried to sell me into getting it.

In order to get the other hotels, she said I would have to do a separate request after I close the deal with the current hotel she found an offer for (which she was getting commission for). After closing the deal, I got a separate agent for the other hotels and never heard from the original agent again!

After THREE months, I still have not been proposed any offers from the specific hotels that I requested. At this point, I’m reaching out to the hotels myself. Luckily I live in a small town where people are sweet, so they’ve gotten back to me right away. However, the highest priced hotel here is cheaper than the deal I signed with the Engine agent and I feel ripped off to be honest. I will NEVER use Engine again.

I booked with Engine to stay at a hotel in Boston in July and our stay was in October. When I got into the hotel room there was no heat and it was freezing cold. I tried dealing directly with the hotel staff who, upon departure took my email and said he could refund me my full payment once speaking to his manager. Long story short, Engine keeps telling me they contacted the hotel and said they can’t refund my money, but speaking with the hotel, they say they refunded Engine already and that Engine needs to refund me. I have been going back and forth with both parties since October 18th when I was still at the hotel and this still isn’t resolved!

They're consistently significantly higher priced then the other platforms. I would like to know how They're profitable

Lesson of the day: Don’t waste your time waiting on people who clearly can’t get their act together. I created a profile, set up the event, crickets—no response. Make a review, when suddenly they pop up saying they couldn’t find my email… yet somehow managed to email me yesterday about a comment I made. 🤔 Make it make sense.

So, I rolled up my sleeves, did the legwork myself, and found a hotel for my guests for $99/night. 💪✨ Moral of the story: if you want something done right, skip the middleman and just do it yourself.

Sales person Eric Gerner cold called me, I made it very clear that the only way a 3rd party setup would work is if it sku'd correctly as marriott/delta - he informed me that it did, which was intriguing as I know of no other software that does (credit card pass through is how they make their money), and I asked how they made their money, supposedly it was off of a small % of the savings they supposedly provided.
To be honest I think he was new, but annoyed that he wasted 20mins of my day, then a scheduled presentation, and another 30 mins to find out they operate EXACTLY as I said I was not interested in (We use marriott/delta points heavily for employee travel, gifts and owner travel at a far greater than 2% cash back value).
TRAIN YOUR SALES PEOPLE BEFORE COLD CALLING!

I am very angry with Engine!!!

As a traveler, company CEO and business ambassador for my state, I was thoroughly embarrassed by Engine.

Several months ago, I was contacted by Engine to try their reservation service for my company's travel reservations. Even though my company has historically made direct reservations when traveling, I liked Engine’s Account Executive and agreed to try Engine when the opportunity arose.

Recently, that opportunity arose and I needed to travel to South America. I used Engine to set up my hotel reservations and it was fairly easy, but I could not get Engine's air reservations to match what was on my normal air carrier's flight schedules. So, I just went through my air carrier's website for my flights.
I paid the amount directed by Engine for my hotel and thought everything was taken care of. A month later, when I arrived at the South American country's hotel, I found the hotel to be outstanding. So much so, that I pledged to the hotel management that I would send my employees to their hotel in the future when needed. However, a couple days into my stay, I began to receive notifications from the hotel requesting that I "kindly come to the hotel reception desk so that we can proceed with the payment for your stay with us". They further advised that "no advance payment was made". When I contacted Engine's "Support Team", I was told all would be taken care of and Engine would contact me again when the situation was resolved. Even though I didn’t receive a response from Engine, I just assumed all would be good. How stupid of me!

The next day, I was contacted by the hotel’s manager. She advised that she really appreciated me staying at her hotel and looked forward to future business. But, she asked me if I could return to the reception desk to pay my account as it would be very much appreciated. I was totally embarrassed at this point. In all my years in both public and private service, I’ve never had an executive come to me with a complaint of failing to pay a bill!

In a fit of anger at this point, I immediately contacted Engine's Support Team again. This time, I spoke with a representative who stated he understood why I was very angry and would do everything he could to take care of the issue. He advised he would need "3 - 5" minutes to call the hotel and resolve the issue. I waited for his return. And I waited. And waited more! I was left on hold for nearly 40 minutes and still hadn't heard from the Support Team member! So, while still holding on the phone, I sent an email to my original Engine Account Executive. Within minutes, I received an automatic return email message saying the Sales Executive was no longer with Engine and to contact her Sales Manager. So, I forwarded the same email to the listed Sales Manager for Account Executives. I will say that she responded to me via email within about 10 to 15 minutes, but all she said was that she was "looping in our support team to assist". Well, what good was that? I was already holding on the phone with them and had been waiting for now nearly an hour. Still, with no checks or updates!!!! Nothing but “hold music”. After another 15 or so minutes and over an hour of waiting, I had had enough! I hung up the phone.

There was never a return call from Engine’s "customer service" even though I provided a callback number if we were disconnected. There was no follow up from my email. There was nothing. I even called the Sales Manager for Account Executives and left a voicemail for her to call me. She never did! Even as of the writing of this review, I still have not heard from her or anyone at Engine. No follow up. No apology. Just crickets chirping!

The hotel was finally paid, but the embarrassment, wasted time on phone calls and anger involved with this process made it abundantly clear that Engine doesn’t care about me or my business. Therefore, I will no longer conduct business with a company as unprofessional as Engine.

I strongly recommend anyone considering using Engine for their travel booking needs to look elsewhere. After conducting more research on Engine, it appears others have had unpleasant dealings with them too.

I know this was a little lengthy of a read, but I do hope this helps to save others from facing the embarrassment and issues I did.

All the best.

Terrible experience as the hotel. These 3rd party services insert themselves without our consent and give the customer a bad experience cause their software isn't capable of integrating with our systems. They do not make it clear bookings are coming from a 3rd party, when you try to connect with the customer you are met with a offshore call center employee. Attempts to speak to someone to discuss continued/discontinued partnering is impossible. Always book direct with hotels, 3rd party tech apps are parasites in general, this goes for food service as well.

The all-in-one platform is great for keeping all your traveler's information in one place. No more needing to send multiple emails to get various information, such as reward/loyalty numbers for hotels, flights, rental car companies. It is also great to be able to track where all you travelers are and where they are going. The reporting is awesome! You can see TONS of pertinent information like, traveler spending, which location is traveled to most, which airline is used most, and how much your company has spent on travel! The customer service is really great too; they are always willing to help out when you reach out. Definitely would recommend Engine to other companies.

My work life has been made so much easier since I started using Engine for our company travel. The platform is so user friendly, the prices are probably 99% cheaper than anywhere else you look, and the customer service is top notch. I don't think I've ever had a problem (which rarely ever happens anyway), that wasn't resolved in a very timely manner. I highly recommend Engine to any company for their travel needs.

Sandra is an amazing. Anything we need and she's on it and fast fast. Thank you so much you're an amazing help to me and our entire team and we all appreciate what you do for us.

We were contacted by Engine based on our review of Navan. So we decided to give it a try. We booked a single booking, and although the booking experience was easy. The overall experience was miserable. Not only was it a bait and switch, as I did not receive hotel loyalty as promised. I had to literally block their phone number as the sales reps were calling. Somehow, they managed to get my mobile number and would call one, then the other, then call the original again. This would occur 2-3 times a day. Once I conceded to book, I will never use this service again. As all the promises made by the sales reps were false!

Awesome prices on hotels for our crews, usually Engine's group rates are the lowest we can find. We actually use a few different corporate travel providers, when it comes to group reservations, Engine is our goto.

We use Engine for all our lodging and car rentals when we travel to U.S. on business. Great customer support and very useful app.

The onboarding was super easy to understand. Easy platform to navigate and use, very intuitive. We've been using it mostly for group hotel booking when we bring our team to various conferences and expos. Been using Engine for nearly 3 years now, very happy.

Great business hotel rates with Engine and the dashboard is perfect and easy to use.

We used to send our RFPs manually to our target hotels. Copy / paste info over and over. Then we'd have to call up most of the hotels to followup because we wouldn't get a proposal. Since we started using your RFP group booking app it has taken about 90% of the labor out of this almost weekly task which has freed me up a great deal of time. And for the cherry on top? The rates are almost always lower through your app/partners. I and my entire department give you the warmest of hat-tips.