Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,112 total complaints in the last 3 years.
702 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made reservations at *********** in ******** AZ for July ***** 2025. I cancelled on July 9th which was within the time frame. They credited my account ***** leaving ****** balance. I spoke to ***** on the 9th and he assured me I would get a full refund after it went through approval within 2-10 days. I spoke to *** on July 20th and he assured me I would have the full refund by July 23rd. I got an email on July 23rd that it is being reviewed and I would see my refund within 10 days. I called on July 23rd and spoke to ****** and she said a supervisor would call me ASAP but I have not received a call.
Customer Answer
Date: 07/23/2025
They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.
Business Response
Date: 07/23/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/24/2025

Better Business Bureau:

They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.

Sincerely,

******* *****
Business Response
Date: 07/25/2025
Hello *******,
We appreciate your patience! I am excited to inform you that a full refund of $168.65 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/25/2025
I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!
Customer Answer
Date: 07/25/2025

Complaint: 23642543

I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!

Sincerely,

******* *****
Initial Complaint
Date:07/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Refund for hotel room that was canceled June 21st for a June 22nd hotel stay. They have paid *****, but still owe me *****. They said it would take up to 10 business days. I've called five times since then and they always say that are sending it to escalations team, but the "team" does not have a phone to speak to them directly. They requested I send an email to ********************************* I've done this twice with no response. It is now a month later and still have not received this refund.
Business Response
Date: 07/22/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
************************************

Customer Answer
Date: 07/23/2025

Complaint: 23637456

I am rejecting this response because:
They have been saying they have been working on it for over 30 days now. Yesterday I called them again and got the same response that they are making sure their "escalations team" is working on it. They said I would get another follow up email regarding this and I did not.

Sincerely,

***** ******
Business Response
Date: 07/25/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************
Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/25/2025

Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/26/2025

Complaint: 23637456

I am rejecting this response because:
The ***** has not been refunded yet. Its currently one month and two days since cancellation of my hotel room and request for refund. I was told it would take 10 days.

Sincerely,

***** ******
Business Response
Date: 07/28/2025
Greetings,

Thank you for your patience! I am pleased to inform you that a full refund of $102.48 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

Kindly,

******* Planelles
Customer Answer
Date: 07/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:07/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I called the local phone number I looked up online for the Holiday Inn Express in ********, *******, and the person answered, "Holiday Inn Express, ********," I had no reason to suspect that the person I was talking to was hijacking my travel plans and booking them through Hotel *********** without my consent. I booked 3 rooms- one for my husband and me, one for just my sister, and one for just my cousin. The clerk seemed very scattered, and I had to repeat myself several times. At the end, she needed my credit card to HOLD the rooms - I distinctly recall the word HOLD because my sister was listening in making sure she could pay with her card with her rewards at checkout. When we got to the hotel, we found we had the reservations, but they had been made through a third party- and the strange thing was they couldn't figure out which third party it was! Anyway, it was all PREPAID at higher than their going rates and double-occupancy for all three rooms. Since we hadn't paid them, there was nothing they could do about it, and they didn't even know which third-party company it was, they guessed Priceline. Every communication I've had from this company either masks itself as the Holiday Inn Express, or is completely generic with no identification at all. The only way I was able to determine that it was Hotel *********** is from the number after the hotel charge on my Discover bill, and even that is only the support line number. They're doing everything they can to hide that they hijacked my hotel reservation. It's all very shady. I didn't want to prepay for my sister and cousin! They wanted to use their own cards and pay on their own terms. Also, the clerks mentioned that usually when people go through third parties, they get better rates, but we were paying much higher rates than everyone else! They said if we had booked directly through them, we would've gotten the rooms for $206.00 instead of $262.00 each. Please make them stop hijacking people.
Business Response
Date: 07/22/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador

Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $118.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $118.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/29/2025
I don't wish to drag this out, so I'm going to say I'm satisfied, but I'm not . Hotel *********** touts an A+ rating from BBB on their website, but I can't imagine people would be happy with them.
I have NO IDEA how they came to the decision to refund the amount of $118.04 - just a trivial amount for them to make this all go away, I guess. No mention was made of stopping their nefarious methods of hijacking people's hotel reservations and communicating as if they are actually the hotel. I hope the BBB will keep an eye on them and not allow them to continue their sneaky ways.
**** ****
Customer Answer
Date: 07/29/2025

Better Business Bureau:

I don't wish to drag this out, so I'm going to say I'm satisfied, but I'm not . Hotel *********** touts an A+ rating from BBB on their website, but I can't imagine people would be happy with them.
I have NO IDEA how they came to the decision to refund the amount of $118.04 - just a trivial amount for them to make this all go away, I guess. No mention was made of stopping their nefarious methods of hijacking people's hotel reservations and communicating as if they are actually the hotel. I hope the BBB will keep an eye on them and not allow them to continue their sneaky ways.
**** ****
Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called the number to the hotel but was redirected to some place in *****. I said the price was higher and he said it was because of the tax and fees. I asked about getting the same room we like and he had no clue. So once I hung up I thought things did not sound right. I looked up the number again and finally did get through to the hotel. This person was very misleading. Then I see they have an insult charge in the email if you cancel which I did because I still thought this was a scam. I will dispute this charge on my credit card. He never identified who he was with. I thought I was speaking to the hotel.
Business Response
Date: 07/21/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 07/24/2025

Complaint: 23627639

I am rejecting this response because:

Sincerely,

******* *******

I want a full refund. I thought this was the hotel but nothing was like it had been before when I had made reservations. They charged my card immediately. They asked if I agree with the price which I've thought was weird. I asked about the asuite we usually get and he acted like he had no clue. Then before hanging up I started to feel this wasn't right and asked where he was located. Texas he said. I thought I was talkng to the hotel in ******** because the area code was 231 which is up norths area code. Nothing added up after I hung up. Then I got an email with them charging me immediately not giving me a 2 week window to cancel like most hotels do and they said they would charge me for a full night if I canceled. This is such a scam. This is like a usury tax. They refunded pay off the amount but I want a full refund.
Business Response
Date: 07/25/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,569.32 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Place reservations through this third party for a stay at ******** in **************, ***** and it was supposed to be for June 26 - June 27. When I received my email confirmation through Hotel Planner, it was for June 11 - 12 (which was incorrect). I called Hotel Planner right away to change the date. I never received an email confirmation from Hotel Planner. When I arrived in **************, ***** and called the ********, they had me in their system as a NO SHOW. No one from Hotel Planner ever called the ******** to change my date. I had to repay for my stay directly through Days Inn in order to stay there and already paid through Hotel Planner I have been continually trying to recoup my money from Hotel Planner calling several times and receiving an email stating I will be getting my refund. I have yet to receive it. I told them I was contacting the BBB. So, here I am.Their phone number is: ************ Itinerary Number H11611732 for $117.65
Business Response
Date: 07/18/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/21/2025
Good Day,
I received your response in pursuit of my refund I still have not received.
I have a past email (I should have put into my file to forward to you) for proof WEEKS ago they were going to refund me).
I have not received my refund and I will keep pursing this until I get it. It is due me because of their error and I'm being held up
for $117.65 because of it so, I am going to continually watch for it.
My question is: I had to cancel my card because it was compromised when I used it during that time and if I'm getting my refund put back on that card, it is no longer active. What should be my next step with this situation? I'm not emailing my replacement card information.
Sincerely,
**** ******-****
PS - I was told in a prior email from Hotel Planner I was getting my refund in 10 days and it didn't happen then either.
Customer Answer
Date: 07/21/2025

Complaint: 23619016

Good Day,
I received your response in pursuit of my refund I still have not received.
I have a past email (I should have put into my file to forward to you) for proof WEEKS ago they were going to refund me).
I have not received my refund and I will keep pursing this until I get it. It is due me because of their error and I'm being held up
for $117.65 because of it so, I am going to continually watch for it.
My question is: I had to cancel my card because it was compromised when I used it during that time and if I'm getting my refund put back on that card, it is no longer active. What should be my next step with this situation? I'm not emailing my replacement card information.
Sincerely,
**** ******-****
PS - I was told in a prior email from Hotel Planner I was getting my refund in 10 days and it didn't happen then either.

Sincerely,

**** ******-****
Business Response
Date: 07/21/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/24/2025

Complaint: 23619016

I have yet to receive my refund.

THIS NEEDS IMMEDIATE ATTENTION AND HERE'S PROOF I AM GETTING A REFUND.

Sincerely,

PS - I had to get a new debit card from the bank because it was compromised after I used it through Hotel Planner or when I had to use it through Days Inn directly therefore, WHEN they are attempting to credit me, I have a totally different card number now.

Sincerely,

**** ******-****
Customer Answer
Date: 07/24/2025

Complaint: ********

From: **** ******-**** <******************************************************************************>
Date: Thu, Jul 24, 2025 at 9:46 AM
Subject: Re: You have a New Message from BBB Serving ***************** & the Caribbean Complaint #********
To: Better Business Bureau <************************************************************************************************************>

I have yet to receive my refund.

THIS NEEDS IMMEDIATE ATTENTION AND HERE'S PROOF I AM GETTING A REFUND.

Sincerely,

PS - I had to get a new debit card from the bank because it was compromised after I used it through Hotel Planner or when I had to use it through Days Inn directly therefore, WHEN they are attempting to credit me, I have a totally different card number now.

Sincerely,

**** ******-****
Business Response
Date: 07/25/2025
Good Morning Hope,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $107.20 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/25/2025
Good Morning Hope,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $107.20 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******-****
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I found a hotel online. I called the number and Hotel Planner answered. I made a reservation for June 29, 2025 and check out for June 30, 2025. When we arrived to check in, the lady at the front desk said the reservation was made for June 30, 2025 and check out for July 1, 2025. They did not have any other rooms available, so we had to find another place to stay. I have spoken with several representatives on the phone. One told me I would receive a full refund. The others keep telling me the escalation team is reviewing it. I received an email saying I would receive a refund. However, the email somehow disappeared from my email. I have looked through my email numerous times and in all the folders. I was not at fault for the incorrect reservation. Therefore, I should be given a refund. I did not agree to the criteria I was billed for.
Business Response
Date: 07/16/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Customer Answer
Date: 07/17/2025
I would like to leave this complaint open until the amount is paid in full.
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******************! We booked a reservation for ********************* on 6/28/25 and received an email confirmation with a receipt for $2273.03. I called the Lodge today to see if we could extend a day and the hotel did not have a reservation under the Lodge, but rather ******************. Since it was a third party booking company, they said we had to work directly with the booking company for any reservation modifications or refunds. I called the booking company and they said they would try to switch the reservation to the correct place and would get back to us. I called the Lodge again to see what availability they had, and they said there was no availability for the dates we booked, so I called the number in the email to cancel for a refund (since there was no possibility of being able to have rooms booked in the correct place. After talking to 3 different agents, the representative said they would process a full refund (their email states that there is a cancellation fee of $1479.74 if cancelled after 6/26... which now looking at it means the cancellation date was BEFORE our booking date). I stated we should NOT have to pay the cancellation charge since the error was on their end. We got off the phone and a refund in the amount of $591.60 was processed. I called back to clarify whether the rest will be processed later, and was disconnected once and then put on hold indefinitely. I received an email showing the cancelled reservation and a summary of the charges in Philippine Pesos. This is a full on **** company, and I want my money back. They do not operate in good faith.
Business Response
Date: 07/16/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 07/17/2025

Complaint: 23605637

I am rejecting this response because:
Since I'm required to provide a response within 10 days, I'm providing a rejection simply because the issue has not yet been resolved. The business did not indicate how they are planning to make this right, but rather that they are working on it. I see no reason that a full refund should not be issued, given that they incorrectly booked the reservation. We do NOT want to stay in ******************; we wanted **************, and since we confirmed with the actual hotel that there is no availability in the Lodge in order to move the reservation to that, a refund is the only acceptable resolution here. Thank goodness we called the hotel to try and extend our trip another day... otherwise we would have driven 6 hours to check in to somewhere that wasn't booked. We would have not known about it ahead of time and with children in tow, would have been dealing with an expensive vacation dilemma.

Sincerely,

**** ****
Business Response
Date: 07/17/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 07/17/2025

Complaint: 23605637

I am rejecting this response because:
This is the same exact answer that was sent before. And still no resolution.

Sincerely,

**** ****
Business Response
Date: 07/23/2025
Greetings,
We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $1,237.63. You should see the refunded amount reflected in your account shortly.
If there's anything else we can assist you with, please don't hesitate to let us know. Thank you for your understanding and patience.
Kindly,
******* *********
Brand Ambassador
******************************************************************

Customer Answer
Date: 07/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refund appears to have been received. However, it is still shameful how they do business. It appears that bait and switch is the method of operation which is deceitful and dishonest. I hope the company can optimize their practice to offer services with more integrity.

Sincerely,

**** ****
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel suite through The Knot for my sons wedding on March 8, 2025. The reservation was for 06/14/2025. I thought I was booking directly with the hotel and being included in a grouping of rooms reserved for the wedding. They fully charged my credit card at time of booking which I did not expect and the charge was $888.36. I wanted to give the suite to my son and his wife as a gift. They wanted to go to their home instead on their wedding night. So I then cancelled the room on 05/19/2025. I received a call confirming the cancellation and the person told me that I would still be charged for 1 nights stay. I then told the person that if the room was non refundable - I would keep the reservation. He then told me that I cancelled prior to 06/12 - so I would receive a full refund. They refunded $78.92 - I called and again they told me that I would receive a full refund but it could take up to 10 days. I followed up my conversation with emails - letting them know that if I was not receiving a full refund - I would like to keep the room. I have pasted email below. I then received a refund of $120.45 - so I followed up again with phone calls and emails. I became so frustrated that I filed a claim through ******. They provided ****** with a tracking number so ****** told me that I received the item and they closed the case. I am out $688 for a room I could not have. I cannot fit all emails. I would be happy to send them for your ******************* Reservations Support (Lodging Support)May 20, 2025, 8:57AM EDT Dear *****,This response is related to your reservation for Itinerary # H10634193.Please be informed that the full refund has been initiated today, May 19, 2025, and it can take up to 10 business days for the credit to appear on your bank statement. Sincerely, ******************************************* May 19, 2025, 5:14PM EDT If this room is nonrefundable I do not want it cancelled. Please confirm.***** *****
Customer Answer
Date: 07/15/2025
I also had a refund protection plan which seems to have been voided. They should have rebooked my room so I could stay there for the wedding or given me a full refund. In the emails, they keep saying that I would be receiving a full refund - which I never received.
Business Response
Date: 07/15/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 07/16/2025

Complaint: 23602571

I am rejecting this response because:
There is not a satisfactory answer - they are reviewing the complaint. I would like to keep this case open and hear their response after they have reviewed the materials. I also added the email chain to support my claim that ************** said I would receive a full refund. I also do not know why they voided my refund policy which I paid for.

Thank you,

Sincerely,

***** *****
Business Response
Date: 07/16/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $888.36 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/17/2025

Complaint: 23602571

I also had a refund protection plan which seems to have been voided. They should have rebooked my room so I could stay there for the wedding or given me a full refund. In the emails, they keep saying that I would be receiving a full refund - which I never received.

Sincerely,

***** *****
Business Response
Date: 07/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $888.36 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 1st I believed I was booking on line with ***************** ********* for arrival August *****. I was never informed online this was not the hotels website but a 3rd party, Hotel Planner. This 3rd party appears to have copied the hotel website. Also, I was never informed of the higher room rate, unauthorized tax recovery fee, unauthorized refund protection fee, or the cancellation fee of one room night rate. Hotel Planner charged my Credit Card immediately and THEN sent a confirmation! Unfortunately, the departure date was wrong, and WITHIN ONE HOUR of receiving this confirmation I contacted Hotel Planner to modify from a three night stay to a two night stay. NopeHotel Planner representative said they would charge me the one room rate of $427 for this change!! This was ridiculous since I had no idea I was NOT booking directly with Restoration ***************, nor was I informed of their cancellation policy prior to receiving this confirmation !!!1 I immediately contacted the Restoration and they informed me my reservation came through as Expedia not Hotel Planner. Suggested I cancel this reservation and book with Reservation Office at *****************. I did cancel that day July 1st, and was assured by various Hotel Planner agents (*****, ****) I would get a full refund.I received a partial refund on July 5th, and not the remaining $427. I have notified my ************ I have heard from Hotel Planner is form letter emails notifying me they cant process my refund request while in dispute, and I should remove the dispute with my credit card. I have requested written confirmation fromHotel Planner they will honor refund request. It has been two weeks, and am still waiting for a full refund as promised.
Business Response
Date: 07/15/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.

Customer Answer
Date: 07/15/2025

Complaint: 23602260

I am rejecting this response because:
Deceptive website NOT informed booking thru 3rd party Hotel Planners, and cancelled WITHIN one hour of Hotel Planners confirmation . Hotel Planner charged excessive fee and higher rate, and charged Credit Card before confirmation sent.

Sincerely,

******** *****
Business Response
Date: 07/16/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Customer Answer
Date: 07/22/2025

Complaint: 23602260

I am rejecting this response because: I have sent Hotel Planner an email explaining *********** suggested I remove my dispute only after I receive confirmation Hotel Planner will issue a refund. *********** stated otherwise I would have no recourse in pursuing full refund.

this company is employing deceptive practices. I was never notified I was booking with a 3rd party and not Hotel directly. I was never informed of the higher rate, excessive fees, or the cancellation policy until AFTER my CC was charged and this confirmation sent. There are similar complaints to BB regarding Hotel Planner .

Sincerely,

******** *****
Business Response
Date: 07/22/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Customer Answer
Date: 07/23/2025

Complaint: 23602260

I am rejecting this response because: as I previously wrote, *********** has strongly suggested Not withdrawing this dispute since I have no recourse in challenging Hotel Planners deceptive practices!
again, I believed I was booking directly with ****************** Hotel Planner did not disclose they were a 3rd party booking site, nor did they disclose the higher room rate, excessive tax recovery fee, refund protection insurance, or their draconian cancellation policy until AFTER they emailed the confirmation !!! I contacted Hotel Planner IMMMEDIATELY, and at suggestion of the actual ***************************** ****** i cancelled this *************************. This canceled reservation was made within 1 hour . And Hotel Planner is still charging me one night fee for a cancellation policy I was not aware of. I believed I was booking directly with ***************** and their cancellation policy is for refund within 3 days of stated arrival.

Sincerely,

******** *****
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2025, I received a response from *********** and your organization stating that I would receive a fully refund. I haven't received that refund to date. I was told that I need to file a new complaint if I didn't receive the check. The original complaint under # ********. On my behalf, could you please contact the organization and see what the problem is on this case? Sincere appreciation,***** ****** ************
Business Response
Date: 07/15/2025
Greetings,
Thank you for reaching out! I am pleased to inform you that a refund of $307.58 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/15/2025

Complaint: 23602051

I am rejecting this response because: I never received a deposit from this organization. Can they track it? Or can a check be mailed?

Sincerely,

***** ******
Business Response
Date: 07/15/2025
Greetings,
Thank you for reaching out! I am pleased to inform you that a refund of $307.58 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles

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