Hassle not worth the headache.
We’ve used this app at our company for almost 3 years now. It’s always one thing after another. The most recent issue is, I can’t log into the app. I changed my number over a year ago. For some reason, it logged me out of the app then when I try to login, it wants to send a verification code to my old phone number. I’ve contacted three different customer service agents. That tell me I need to have my work manager update my phone number, which they have. I can login to the webpage, no problem. It shows the correct phone number there as well. Nobody I have contacted either knows what the problem is or says they cannot do anything about it. This has never been a problem before. I’ve logged in and it has sent verification to my new phone number. So this is definitely an app/engine issue.
It’s also frustrating talking to agents that can barely speak English. Over the phone you have to constantly tell them to repeat themselves. Then on chat, you have to decipher what they’re trying to say through their broken English. You should be able to request a fluent English speaker like you can on Amazon.
Then the long-term issues are getting your reward points. Even if it has the purple star, it’s never a guarantee the hotel will give them to you. Also win checking in to the hotel and tell them that they don’t need your credit card because you have coverage through the app., It’s always a runaround headache with that argument. The couple hundred bucks it might save the company a year is not worth all this nonsense. We did just fine booking the hotels ourselves before we started this nightmare.
If your employer is thinking about going this route, then you should protest vehemently.
It’s also frustrating talking to agents that can barely speak English. Over the phone you have to constantly tell them to repeat themselves. Then on chat, you have to decipher what they’re trying to say through their broken English. You should be able to request a fluent English speaker like you can on Amazon.
Then the long-term issues are getting your reward points. Even if it has the purple star, it’s never a guarantee the hotel will give them to you. Also win checking in to the hotel and tell them that they don’t need your credit card because you have coverage through the app., It’s always a runaround headache with that argument. The couple hundred bucks it might save the company a year is not worth all this nonsense. We did just fine booking the hotels ourselves before we started this nightmare.
If your employer is thinking about going this route, then you should protest vehemently.
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App not working
Think you need a new update. App will not run on iPhone.
Scam App
The app books hotels through other 3rd party companies (Priceline, Expedia, etc). This causes several issues.
Firstly, even if you link reward accounts in the app or directly with the hotel upon check-in, you WILL NOT receive your reward points. If anyone from this app says otherwise they are lying. IHG will not give you reward points when booking with 3rd party apps.
Secondly, if anyone adjustments need to be made to your stay more times than not your credit card is not refunded, only your Engine account is credited. This poses a lot of complications if bookings are for contract jobs that routinely get dates changed.
Thirdly, because Engine uses 3rd party apps, if there’s any mistakes of your booking that are only discovered at the time of check in, the hotels themselves cannot help you with anything. Customer service through 3rd party apps are atrociously bad.
If your company is making you use this app for work, let them know it’s a scam and they’ve been scammed into using it. It’s so so so so bad, do not use it at all
Firstly, even if you link reward accounts in the app or directly with the hotel upon check-in, you WILL NOT receive your reward points. If anyone from this app says otherwise they are lying. IHG will not give you reward points when booking with 3rd party apps.
Secondly, if anyone adjustments need to be made to your stay more times than not your credit card is not refunded, only your Engine account is credited. This poses a lot of complications if bookings are for contract jobs that routinely get dates changed.
Thirdly, because Engine uses 3rd party apps, if there’s any mistakes of your booking that are only discovered at the time of check in, the hotels themselves cannot help you with anything. Customer service through 3rd party apps are atrociously bad.
If your company is making you use this app for work, let them know it’s a scam and they’ve been scammed into using it. It’s so so so so bad, do not use it at all
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Response from developer
Hey there, it sounds like you've encountered some unique obstacles while using Engine. We do work with the major chains to accept loyalty programs, and selecting any hotel room/rate with that purple badge means your loyalty points are accepted - it also means it's booked through Engine and not a third party supplier (we do offer rates from third party suppliers - we want you to have the best prices possible!). If you keep running across hotels that refuse their brand's loyalty points, or if you encounter any issues at check in, please let us know so we can make it right.
Disappointed
There is terrible weather hitting NYC and Southwest is suggesting to cancel or move reservations out of delays, cancellations and safety tomorrow. The Moxy in NYC said no problem rebooking, not canceling, but rebooking, but Engine needs to actually handle the procedural part of the equation. I called Engine and they said the Moxy said they would not do it, so who do I believe the woman at the front desk who said no problem or some ineffective AI help center? Beware of the ineffective cancellation policies especially when it comes to guest safety and again it wasn’t a cancellation. It was a rebooking as I needed to rebook the trip.
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Response from developer
Rest assured, our call centers are 100% staffed by humans. In any case, whenever a cancellation or date change is out of policy, we're usually bound by a hotel's agreement, even in inclement weather. Our MS team should be able to 'eat the cost' on occasion, so don't hesitate to ask when necessary. We also encourage you to try our Flex option, which allows you to cancel regardless of a hotel's policies.
Ridiculous
I’m not sure what kind of kickback companies get for using this app but it is a total pain in the ***. Virtual cards are rarely sent to hotels. Do better.
Customer service stinks.
I recently booked a non refundable room, but booked on my personal card on accident besides my company card, totally my fault. But worked out with the hotel manager on getting a refund for booking the same dates & room. Engine customer service called, there was an agreement for getting a refund. Hotel manager said to make sure they provide a refund. Surely enough called about a week later when I received no refund. The customer service agent said there was no refund processed & nothing they could do because it was a non refundable room.
Shorted $400. I understand it was my fault, but there was an agreement for a refund.
Shorted $400. I understand it was my fault, but there was an agreement for a refund.
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Response from developer
Hey there, if a hotel promised you a refund and still hasn't sent it to us, please keep following up. We're happy to keep trying for you. We'd also encourage you to try our Flex option, which allows you to cancel any reservation up to the date of arrival regardless of hotel policies.
Stop showing me the same options
Why do I have to micromanage my search criteria just to see the different options. If I do a general map area search you just reshape me the same choices, the choices you want me to see. It’s not until I choose a 2 mile radius that I get anything different. It’s annoying. It’s time consuming. Just fix it
And also I want my reward points transferable to my personal account. Why have the option to sign in between individual and business accounts if I can’t share my rewards points ?
And also I want my reward points transferable to my personal account. Why have the option to sign in between individual and business accounts if I can’t share my rewards points ?
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Booking
I book the same room at same hotel every week. Why can’t that info be saved
Fine for booking terrible customer service
Basically the same thing as Priceline. If there’s ANY issue they’re completely useless. It’s supposed to be for companies travel, but want to change a date, they can’t. Name spelled wrong, they can’t fix it. Have to cancel something, they keep your money. Business isn’t always cut and dry. Call center is in India and you can’t understand a word anyone says. You’re better off with Priceline or something else. Or use them and hope nothing changes. If it does you’re better off talking to your cat. It does the same thing.
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Nope
Put in your work email, we will send you the next step, except the email never comes. Deleted and reported it doesn’t work to HR.
Avoid if you ACTUALLY want to have a room
Engine is one of the worst third-party booking services I’ve ever used. First of all they’re simply going to other third-party sites and booking hotels through them. Secondly, they don’t take a note of when a hotel is fully booked. So chances are high if you book a room that the hotel will be over sold and you’ll be out of luck (has happened to me 3 times in the last 48hrs!!!). AVOID and book direct if you care about your sanity.
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Response from developer
Oh no, this sounds highly unusual! We do sometimes source from third party providers, if it means getting you a lower price; we're all about keeping your costs down. However, we never want to see someone in an overbooking situation with a property, and it's exceptionally unusual to hear of it happening three times in row. Please free to reach out anytime at https://engine.com/contact-us so we can make sure you're taken care of.
App good but customer service is worthless
Update-I was contacted by the developer about my review but they offered no new support. There is no way to get good support.
I’ve used the app for years and found it works good for finding good hotel pricing. However with my most recent booking there was a pr Len with the billing (not sure if it was me or the app but changing default to travel credits was not saved). I used chat less than 15 minutes later to try and get this fixed but the CSR could seem to understand that I was not asking how to use my travel credits. Called and was told I could t cancel non refundable reservation but no response to my asking for a change in billing. Called again, asked for supervisor. Was told would be just a couple of minutes and then was told they were unavailable and would need to call me back. Instead I got an email that again did not answer the question about change in billing. All the CSRs are very pleasant but are unable to do anything.
Prices are good but because of the total lack of customer support I will never use again.
I’ve used the app for years and found it works good for finding good hotel pricing. However with my most recent booking there was a pr Len with the billing (not sure if it was me or the app but changing default to travel credits was not saved). I used chat less than 15 minutes later to try and get this fixed but the CSR could seem to understand that I was not asking how to use my travel credits. Called and was told I could t cancel non refundable reservation but no response to my asking for a change in billing. Called again, asked for supervisor. Was told would be just a couple of minutes and then was told they were unavailable and would need to call me back. Instead I got an email that again did not answer the question about change in billing. All the CSRs are very pleasant but are unable to do anything.
Prices are good but because of the total lack of customer support I will never use again.
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Response from developer
This is not the level of service we're used to providing, and we're sorry this was your experience. We'd love the opportunity to make it right; if you're willing please reach out with the above context at https://engine.com/contact-us.
Beautiful app
I used to love TripActions (rip!) with my previous company. I was saddened when they changed. Then I found Engine! Super easy to use app! Constantly improving.
App good but customer service is worthless
I’ve used the app for years and found it works good for finding good hotel pricing. However with my most recent booking there was a pr Len with the billing (not sure if it was me or the app but changing default to travel credits was not saved). I used chat less than 15 minutes later to try and get this fixed but the CSR could seem to understand that I was not asking how to use my travel credits. Called and was told I could t cancel non refundable reservation but no response to my asking for a change in billing. Called again, asked for supervisor. Was told would be just a couple of minutes and then was told they were unavailable and would need to call me back. Instead I got an email that again did not answer the question about change in billing. All the CSRs are very pleasant but are unable to do anything.
Prices are good but because of the total lack of customer support I will never use again.
Prices are good but because of the total lack of customer support I will never use again.
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Response from developer
This is not the level of service we're used to providing, and we're sorry this was your experience. We'd love the opportunity to make it right; if you're willing please reach out with the above context at https://engine.com/contact-us.
Bad options
Not really able to make any changes on the app very complicated process for something that should be very simple
Garbage
This app is absolutely trash. Nothing about it makes anyone’s life easier but rather the opposite. Instead of being in my room in 5 minutes I’m trying to check in for an hour. Loyalty accounts are troubled at best with hotels calling it third party bookings so no points. Think I’ll quit my job over this garbage alone.
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Dishonest support people
There app auto populates to default you as the guest and that days date as the date of the reservation. If you accident book the wrong date and call them immediately they will tell you they are calling the hotel to try to help you. Than call you and tell you there is nothing they can do you are out the money and need to make a new reservation.
I called the hotel myself with them on the line. Not only did the hotel tell me it was no problem, they just needed hotel engine to authorize. He refused to do it.
The hotel told me they never even called to try to work with them. He was caught in a lie and still refused.
Dishonest company! You can usally get better rates booking the hotel yourself anyway.
I called the hotel myself with them on the line. Not only did the hotel tell me it was no problem, they just needed hotel engine to authorize. He refused to do it.
The hotel told me they never even called to try to work with them. He was caught in a lie and still refused.
Dishonest company! You can usally get better rates booking the hotel yourself anyway.
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No points, must provide card for incidentals
I have my Marriott, IHG, and Hilton loyalty program numbers linked in my account and book with eligible rooms/rates, but I still do not get the points after my stay. The hotels don’t even have the number when. I check in. I have to tell them to add my number. I still don’t get the points afterwards. Smh. Also I always have to provide a card for incidentals, despite the app saying I shouldn’t have to.
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Response from developer
Thank you for sharing your feedback, we want to make sure you get the points you've earned! You’ll want to ensure you’re always selecting loyalty eligible rates when booking, and that the loyalty numbers in your account are connected to the right traveler. Feel free to contact our support team if you’d like us to make sure your loyalty programs are set up correctly: https://engine.com/contact-us
Stop playing favorites!
All this app does is give you the same results no matter what “current map area” you’re searching. I’m trying to find different places to stay because you keep trying to make me book from the same list. I wish my job didn’t use you guys. Seriously, I hate your hotel options.
You dupe people into thinking where they are staying is nicer than it actually is and none of the photos are customer photos. They’re all polished.
If you had nuts, I’d kick them right into your stomach.
You dupe people into thinking where they are staying is nicer than it actually is and none of the photos are customer photos. They’re all polished.
If you had nuts, I’d kick them right into your stomach.
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Lies
IHG will not honor points if booked through this app
