Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,228 total complaints in the last 3 years.
- 608 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/18/2025
Type: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 googled the number for Holiday Inn express in *************** and called **************. ******* answered as if it was the expected hotel. I booked a 1 night stay with them on November 16th for November 22-November 23, and was told over the phone free cancellation until November 20th and that I would not be charged until the stay.I tried to cancel reservation from the email confirmation but it failed On November 17th because we decided not to travel. I called ***********, they said the reservation showed I booked through Priceline so they couldnt cancel. I called Priceline, they dont have a reservation for me. I looked through my call history and called the number I called to make the reservation, they said the reservation was not refundable. I asked what company I was taking to they said Hotel Reservations. The request for a review from ******* mentioned the company Hotel Planner. They are scamming people and misrepresenting themselves as the real hotel lying and not refunding the money they have stolen. They said they would mark my request for review to see if their escalation team decided I deserved a refund. I expect to be refunded the full amount ASAP
Business Response
Date: 11/18/2025
Greetings *****,
I was able to locate your reservation and would be happy to assist. We are currently reviewing your reservation request and will provide an update as soon as possible. If you have any additional questions or concerns, please do not hesitate to reach out to me at ********************************************************.
We appreciate your patience and understanding regarding this matter.
Kind regards,
**** *******Customer Answer
Date: 11/18/2025
Complaint: 24160780
I am rejecting this response because:
They have yet to contact me since their response on BBB, and I have not yet received a refund.
Sincerely,
***** *********Business Response
Date: 11/19/2025
Greetings *****,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $228.55 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 11/19/2025
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:11/17/2025
Type: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.
On 10/24/25 I made a reservation at ****************** for a reunion in September 2026. I called Crowne directly because my husband is disabled and I couldnt request that online. Somehow, I was transferred to *************. I reserved three nights (September 25, 26 and 27, checking out on the 28). I paid $844.74). Either that same day or the next, I called to cancel the last day (September 27) and asked for a refund for that day. They said yes, and then I got a voucher for the whole stay. Ive been calling constantly to rectify this. I was told to cancel the whole reservation, and make it again with the voucher for the two days. Then my request for the canceled day was sent to ***********. No refund, no email. Ive done this numerous times with NO response.Business Response
Date: 11/18/2025
Greetings *****,
I was able to locate your reservation and would be happy to assist. We are currently reviewing your reservation concern and will provide an update as soon as possible. If you have any additional questions or concerns, please do not hesitate to reach out to me at ********************************************************.
We appreciate your patience and understanding regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/19/2025
Greetings *****,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $234.65 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Business Response
Date: 11/19/2025
Greetings *****,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $234.65 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 11/19/2025
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: 11/19/2025
I agreed this was resolved as they were going to reimburse me. I even sent them an email thanking them and said I tried to resolve this myself. Yesterday I even noticed a deposit to my ***** Fargo account under PENDING from *************. Today its not there anymore. Ill give Hotel Planner 10 days. If it doesnt appear in my account, Ill be contacting BBB again. Thank you!Initial Complaint
Date:11/11/2025
Type: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 purchased a night (11/2/2025) at this hotel (*********** at *******, ********) through a third-party provider (*******) that had a cancel anytime (before check in the day of) clause. I called the third-party provider at ************** the day of the reservation to cancel. They informed me they would cancel the reservation and did try to call the hotel but no one answered. I followed up with the Comfort inn hotel front desk the day of the reservation and they said they would talk to the manager to about my reservation and cancellation. They had not heard from the third-party provider (*******) and said that those organizations lie all the time. Instead, of being canceled, I was charged that night ($122.27) for a hotel room that I did not stay in. I did not check into the hotel room that was booked on 11/2/2025.I called *************, option 2) the ***************** the following day and spoke to one of the front desk people. They informed me they talked to the manager and since they didnt get a call from the third-party provider (Expedia) the day of the reservation, they were not able to refund my money.I would like a refund of my money. The amount is $122.27Business Response
Date: 11/13/2025
Greetings ***,
I was able to locate your reservation and would be happy to assist. We are currently in the process of reviewing your reservation request and will provide an update as soon as possible. If you have any additional questions or concerns, please do not hesitate to reach out to me at ********************************************************.
We appreciate your patience and understanding regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/13/2025
Greetings ***,
Thank you for reaching out to us. Please be advised that we contacted the property to request a courtesy cancellation; however, they confirmed that the penalty for this reservation will not be waived. Kindly note that we made every effort to obtain a refund on your behalf, but our ability to issue refunds is subject to the hotel's discretion.
Feel free to reach out to me directly at ***************************** if you have any other questions or concerns.
Kind regards,
**** *******Customer Answer
Date: 11/13/2025
Complaint: 24116952
I am rejecting this response because:
The response received is not a refund. I would like a refund.Sincerely,
*** *******Business Response
Date: 11/13/2025
Greetings ***,
Thank you for reaching out to us. Please be advised that we contacted the property to request a courtesy cancellation; however, they confirmed that the penalty for this reservation will not be waived. Kindly note that we made every effort to obtain a refund on your behalf, but our ability to issue refunds is subject to the hotel's discretion.
Feel free to reach out to me directly at ********************************** if you have any other questions or concerns.
Kind regards,
******* PlanellesCustomer Answer
Date: 11/14/2025
Complaint: 24116952
I am rejecting this response because:When I made the reservation, hotel planner told me I could cancel the day of the reservation.
I called Hotel planner the day of the reservation (Nov 2) and canceled per the policy. I also paid extra for the reservation so I could cancel at any time. I want my refund.
Sincerely,
*** *******Business Response
Date: 11/14/2025
Greetings ***,
Thank you for reaching out to us. Please be advised that we contacted the property to request a courtesy cancellation; however, they confirmed that the penalty for this reservation will not be waived. Kindly note that we made every effort to obtain a refund on your behalf, but our ability to issue refunds is subject to the hotel's discretion.
Feel free to reach out to me directly at ***************************** if you have any other questions or concerns.
Kind regards,
**** *******Customer Answer
Date: 11/14/2025
Complaint: 24116952
I am rejecting this response because:My money has not been refunded.
Sincerely,
*** *******Initial Complaint
Date:11/08/2025
Type: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.
On Sunday November 2, 2025, I ordered a stay at a Holiday Inn - ************* from 11/27 to 11/30, order number H13296376. Overnight, for no apparently reason, this order was cancelled and partially refunded. The original charge was $771.11, and I was refunded for $468.41. I was still charged for $302.70. I called the customer service line on Monday, November 3, 2025, and was told that the cancellation was due to a rejection from the bank, but that did not make sense as I was still partially charged. I was given a new reservation, and I was told that I would receive a full refund for this case in 24, but that did not happen. I called back on Wednesday, November 5, 2025, and was again told I would receive a refund for the $302.70, but as of yet I had not. As such, I put in a dispute through ******, as it appears that this company is not refunding the money I'm owed. Now I've received an email from ************ that stated they would wait 90 days to refund me the money I'm owed due to this dispute. I want my refund expedited as the error is that of your company due to your company cancelling this order for no apparent reason.Business Response
Date: 11/10/2025
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 AmbassadorBusiness Response
Date: 11/10/2025
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.Business Response
Date: 11/10/2025
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: 11/11/2025
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. I received my refund this morning.
Sincerely,
**** ******Initial Complaint
Date:11/07/2025
Type: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 reserved a room using Lexyl Travel Technologies, LLC. We were told by their representatives that the hotel they booked for us was pet friendly. When we got to the hotel, our reservation had been canceled because they would not accept our dog. We called Lexyl Travel Technologies to get a refund because we weren't able to stay in that hotel. The company is now refusing to return the money even though they messed up the reservation and offered us a voucher instead. This company is a rip off and makes their money by stealing from people.Business Response
Date: 11/07/2025
Hello ******,
I come bearing happy news! I am pleased to inform you that a full refund of $452.60 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: 11/19/2025
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:11/06/2025
Type: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.
On Friday, October 17th, a reservation was made for the Hyatt Place Boston Seaside with your booking agency for our company's purchasing card. We received a phone call from our bank saying that our card had been charged twice for this booking. One of the extra charges was later removed; however, we called to confirm our room reservation existed after suspicion of fraud..Reservation: H13123871 We also called your booking agency to confirm our rooms after issues with confirming the rooms online with the hotel. The representative told us that he could still see the reservation. He put me on hold to call the hotel to confirm, and upon returning to the call, he stated they didnt answer.This was not acceptable, and I insisted on calling and merging the call. The hotel answered. The hotel said we did not have a room reservation and told us a reservation was made; however, it was cancelled at 5:00 pm that day. This is prior to the bank alerting us of the double charge and prior to us calling. The representative said he could see the reservation; however, the hotel confirmed it had been canceled. We insisted on a refund from the customer representative, and this was sent to escalation. Escalation emailed us to say the reservation had been canceled and that we could not receive a refund, but could receive a credit. We put in a demand for a full refund and not a credit due to all the issues and circumstances. We have been charged for refund protection and due to the fact that our reservation could not be confirmed by the hotel, meaning on the hotels end we would not have had a room, we demanded a refund. On October 23rd, we received an email that it was processed and would be received in 10 days. On October 30th, I called to inquire about the refund and was told the full $2179.37 would be refunded within 10 days. On October 31st, we received another email saying the refund was being processed within 10 days. To date, we have only received ******Business Response
Date: 11/06/2025
Greetings ******,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request. We will provide an update as soon as possible.
We appreciate your patience regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/07/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $2,179.37 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Business Response
Date: 11/07/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $2,179.37 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Customer Answer
Date: 11/20/2025
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:11/06/2025
Type: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.
This issue is in regards to reservation#s H13288732 and *********. At the time of making the hotel reservation - November 1, 2025, I had no idea I was not talking to *************************. I believe I even asked if this was the ***********, ***********, ** and was told that, yes, it was. The purpose of my stay was to attend my sister's funeral. Soon after, I was reviewing information for my trip up to ******* and I saw a confirmation for a two night stay at ********************** in *******, **, NOT the ***********************. So I called the same number back and was told I had canceled my reservation at the *********** and had remade a reservation at **********************. I KNOW I did NOT do this. Why would I cancel a stay at the *********** where most of my family had made reservations for their stay to attend my sister's funeral? I indicated I needed to cancel that ************************* and re-book my stay at the *********** in ***********. Of course, the price went up and when the room I selected was bumped out, the person I was talking to said she found another similar room available for an even higher price. So I booked the room at the *********** for a very high rate. I also discovered I was being charged $360.78 for "refund protection". I never heard of a hotel doing that. Afterwards, I realized I had booked the wrong dates. When I called back and attempted to move the two night stay to the following week, I was told my request would have to be 'reviewed'. Next day I received an email from HotelPlanner.com's ****************** saying they could not move my reservation but were issuing me a voucher for use only on their web site for $573.18. Bottom line: I feel I was deceived and ripped off. Unethical is the word that comes to mind.WHAT I WANT: I want my money credited back to my **** card in the amount of $537.18. I do NOT want a voucher from HotelPlanner.com. And I do not want to deal with them any further.Business Response
Date: 11/06/2025
Greetings *******,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request. We will provide an update as soon as possible. If you have any other questions or concerns, please feel free to reach out to me personally at ********************************************************.
We appreciate your patience regarding this matter.
Kind regards,
**** *******Customer Answer
Date: 11/06/2025
Complaint: 24113499
I am rejecting this response because: It only says they are reviewing my request. I am awaiting resolution. To reiterate: I do not want a voucher for use only on their web site. I wish a refund of my money, ie: credited back to my **** credit card.
Sincerely,
******* *****Business Response
Date: 11/07/2025
Greetings *******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $537.16 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.Kind regards,
**** *******
Customer Answer
Date: 11/10/2025
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:11/05/2025
Type: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.
My husband believed he was speaking to ******* Hirams Resort on 10/27/25 when he called and inquired about rooms blocked for guests attending the wedding there on 11/2 and he was told they were gone. He asked about his service dog attending the wedding. The person on the phone was near impossible to understand and just kept saying **** My husband stated the dog is a "service dog" and that he is a 100% disabled veteran. The hotel is offering 30% off for the month of November for military appreciation. We were not sure if that would be a better price than the wedding guest price as you cannot combine offers. Needless to say, what we got was an expensive "wheelchair accessible room" facing the parking lot no where near the other guests for the wedding. We did not ask for a wheelchair accessible room nor did we want one. Our stay was ruined because the representative who misrepresented himself would not or could not understand any of our questions or requests. We were totally duped. How dare you mislead a veteran and take advantage of him. I tried to call but just get hung up on. Confirmation No. **********. Itinerary No. H13228360. We have been charged by this company which we never heard of or had any knowledge they misrepresented the hotel $142.52 and $16.80 so far. Phone numbers *****************-497-2175 (apparently there are lots of different numbers to scam you from) and email ************************* WORST EXPERIENCE EVER! BEWARE!!!!!!Business Response
Date: 11/06/2025
Greetings ********,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request for Itinerary# H13228360. We will provide an update as soon as possible. If you have any other questions or concerns, please feel free to reach out to me personally at ********************************************************.
We appreciate your patience regarding this matter.Kind regards,
**** *******
Business Response
Date: 11/06/2025
Greetings ********,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Business Response
Date: 11/06/2025
Greetings ********,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Customer Answer
Date: 11/08/2025
Complaint: 24111703
I am rejecting this response because it merely states a credit was issued without indicating an actual amount. The veteran's account shows a credit pending of only $21.37.
Sincerely,
******** ****Business Response
Date: 11/10/2025
Greetings ********,
Thank you for giving us the opportunity to review this matter for you. I would like to clarify that, as your reservation was used, a 15% credit ($21.37) has been issued to the credit card used to make your reservation. Please allow 210 business days for the refund to appear on your account.
If you have any questions or concerns, please do not hesitate to reach out to me at ********************************************************.
Kind regards,
**** *******
Customer Answer
Date: 11/10/2025
Complaint: 24111703
I am rejecting this response because a mere $21.37 credit is totally unacceptable and nowhere near a full refund which is the only acceptable resolution. Perhaps you do not realize the impact of the experience on this veteran. Today is the ************ Birthday and tomorrow is ************. He is already so upset with your company and the lousy $21.37 was just an outright insult. Thank you for making what was the worst experience even worse yet.
Sincerely,
******** ****Customer Answer
Date: 11/10/2025
A 15% credit is insufficient for a number of reasons. First, the actual hotel offers 30% off for military during the entire month of November (probably 30% off a lower rate). Second, as attendees (practically family of the groom) of the wedding on the premises there were rooms for guests - better location and rate. The representative lied while acting as if he was the hotel with firsthand knowledge. Third, the veteran did not want and was not happy that the representative did not or could not help him regarding his service dog. The veteran was instead put in a handicap room against his wishes. Fourth, this company HotelPlanner made fraudulent misrepresentation of themselves as being the actual hotel facility. They are a THIRD PARTY! The ONLY way to find out who they are is by waiting for your credit card to show the company name as being other than the hotel. For example, Expedia is a third party but they don't fraudulently misrepresent themselves as anything else. If this company HotelPlanner is legit then why do they conspire to deceive through their lies? I believe there are plenty of other victims of their scheme but are too embarrassed to come forward. I have never in my life made a BBB complaint ever but this company deserves to be shut down.Initial Complaint
Date:11/05/2025
Type: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.
Good afternoon,I am writing regarding my conversation with one of the employee and unethical business by Hotel Planner. On November 3rd, I attempted to book a hotel reservation. For some reason, my call was routed to a number associated with the *****************************. The call was answered by an individual named ****, who claimed to represent ***** ******. Unfortunately, he provided misleading information throughout the conversation.**** informed me that I was required to purchase refund protection as part of the hotels policy. When I asked for clarification, he stated that he had other calls to attend to, assured me that I would receive a confirmation email, and then abruptly ended the call. I never received the confirmation and had to go through multiple steps to finally obtain the itinerary number. I was not even informed that the tickets were not refundable. In fact, I was forced to take the refund protection, stating this will help me with afull refund. When I called to escalate the matter, the agent I spoke with went ahead and canceled the entire reservation to which I never received an email. Today, when I called again to ask for the website, the female agent provided me with a link to ********************, which redirected me to a suspicious website. When I questioned this, she disconnected the call and blocked my number. when I called from another line the call was answered. I am requesting a full refund for these unethical business practices. This matter has been escalated, but I have received no response.Business Response
Date: 11/05/2025
Greetings,
We are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/14/2025
Hello *******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,393.70 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 a ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/17/2025
Hello *******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,393.70 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 a ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/17/2025
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,
******* *********Initial Complaint
Date:11/03/2025
Type: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.
Information affecting the purchase was not disclosed. Persuaded to give credit card information. Money was debited off bank account with no consent. Price gauging to say the least. This company does not want to refund my money that they stole.Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request for Itinerary# H13306445. We will provide an update as soon as possible. If you have any other questions or concerns, please feel free to reach out to me at ********************************************************.
We appreciate your patience regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $808.20 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $808.20 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******
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