onPeak

Sep 12th, 2022

Counter personnel were friendly, knowledgeable and very helpful
Oct 5th, 2021

onPeak shares individual and personal information of their bookings with external NON-partnering companies. This includes full name, arrival date, departure date, and specific hotel. I wrote their customer service about the issue and have been ignored. Avoid using them at all costs.
Mar 17th, 2020

I have had nothing be horrible experiences using onPeak. Year after year we are required to use them for one of my company's largest conferences, and year after year we have extensive issues...the biggest being that they do not reply to E-mails/calls! I've reached out consistently over the past few weeks and have gotten responses to 1 out of 5 inquiries. It is now down to the wire and I am dealing with the hotel directly (which I also had to do last year) and they are low on rooms and may not be able to meet my requests. I also caught one of their customer service reps bad-mouthing my organization last year when a string of E-mails was accidentally forwarded to me. I don't typically write reviews for companies, but this has been such a negative experience that they have pushed me to this point. They are an unnecessary middle man with awful/nonexistent customer service.
Jan 10th, 2020

This is false advertising and poor customer service at its finest. Do not use this company to book hotels unless you want to spend 10x the time it would take you to book on your own. After attempting to book a room for a trade show myself I received a call from Onpeak saying I needed to call the hotel and revive my credit card information. Since I was traveling I did not get to do this and my reservation was cancelled. BUT Onpeak had no record of it being cancelled in their system, thankfully I called the hotel directly and was told on the phone I could re book directly through then for the same rate... unfortunately I declined thinking I could go back to Onpeak. I logged on to Onpeaks website and was happy to find a much closer hotel to the trade show and went through the steps to book only to be met with an error twice. The second time I made sure all info was correct and still I got the error and no confirmation email. I then tried to call Onpeak, forget that! They dont answer the phone ever! You have to sit there for 10 minutes while the phone rings until your finally pushed over to a call back system. After calling me back I informed the representative of the booking trouble and asked if she could book a room over the phone, I was happy when she said yes but should have known it would end in disaster. After talking to her for 10 minutes and giving her all of my billing and credit card info she said someone else took the last room available. How does there system not out the room on hold when you are entering billing info?! I then had to have her book me for just one night which was all that was available. She did so, again taking at least 10 minutes to do so and I received my confirmation email. I got to my trade show and checked in for the evening and to my surprise woke up with an alert from my creditor about possible fraud. Looks like Onpeak double booked me in two different hotels for that single night and I was charged for both. I immediately reached out to the other hotel and was told to contact Onpeak. After 3 hours when Onpeak finally opened again no one would answer the phone so I had to agree to call back but I was busy at the trade show I was working. After calling 3 more times throughout the day I sent an email and got an auto response that my issue was very important and someone would respond back within 24 hours. The email I got back was so unapologetic and not helpful in any way, they told me to contact the hotel! Long story because this was a long headache, Ive advised my company and our clients not to use Onpeak and I hope Im helping someone else by leaving this review.
Jul 7th, 2019