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

1,207 total complaints in the last 3 years.
624 complaints closed in the last 12 months.

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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:10/20/2025
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.
This is regarding Reservation #H13126671. On October 17, 2025, I called a phone number related to making reservations for the Travelodge Inn and Suites by Wyndham Anaheim on ****************. After speaking with an agent to book two rooms, he mentioned an optional refund protection fee associated with these bookings. I told him I did not want to purchase the refund protection. He said he could only remove the fee from the second reservation since he had already processed the first one (Reservation H13126671 for $266.19). To get a refund on that fee, I would need to cancel this reservation and make a new one. I agreed to do that. He explained he couldnt cancel the original reservation himself but could create a new reservation without the optional fee and then transfer me to customer support so they could process the refund for the original reservation. We proceeded this way. When transferred to customer support, I was directed to provide information through an automated systemnever speaking to a live agent. After answering several questions, I was told my refund would be processed. Today (October 20), I received a text notification that a partial refund of $103.59 was issued. 1) Since the reservation involved undisclosed optional service fees and I was advised to cancel to avoid them, I expect a full refund of $266.19. 2) The $103.59 refund has not yet been credited to my credit card, so I am requesting the full amount. I attempted three times to contact a live agent at ************* to resolve this issue. Each time, I was redirected back to the automated support line, which does not offer an option to speak with a live person. Frustrated, humiliated, and worried about losing my money, I looked into other options. Thats when I noticed the filings with BBB, and I hope you can help me with this matter.
Business Response
Date: 10/21/2025
Greetings *******,

I'd love to help. 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 questions or concerns, feel free to reach out to me directly at ********************************************************.
We appreciate your patience regarding this matter.

Kind regards,
**** *******
Business Response
Date: 10/21/2025
Good afternoon *******,

Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $266.19 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 ********************************************************. We would greatly appreciate it if you took the time to rescore this review.

Kind regards,
**** *******
Customer Answer
Date: 10/21/2025

Better Business Bureau:
As a result of your inquiry made on my behalf, the company reviewed my refund request and decided to issue a full refund instead of a partial refund. They indicated that I will receive this refund in 2 to 10 business days.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thank you for your assistance.
Sincerely,

******* ********
Initial Complaint
Date:10/12/2025
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.
On August 31, 2025 I made a reservation for a "***************** (Bed and Breakfast)" room at ************** by **********************, **********************************************, through HotelPlanner.com by calling them which at the time I thought I was calling the hotel directly the way their telephone was listed under Embassy Suites' name. In any event, I made the reservation through HotelPlanner for a stay arriving at the hotel from February 1, 2026 and departing on February 3, 2026. HotelPlanner advised me that the cost for that reservation would be $821.99 under Itinerary Number H12552204 although when I received my credit card bill the amount posted was $837.97 which they never discussed with me when I initially made the reservation, but I accepted it because I saw from my printout of the bill, it was for their service fee. I was never told that I was not entitled to cancel my reservation or that there would be a penalty for doing so. Unfortunately, I did have to cancel this reservation on September 5, 2025 because of a sudden change of plans and was advised by **** from HotelPlanner that $650.83 would be refunded back to my credit card without penalty within 2-10 days. To date, the only amount that has in fact been refunded to my credit card is $187.14 on September 6, 2025, not $650.83. I was told that the hotel had to consent to the refund, however, when I called Embassy Suites directly, they told me it was HotelPlanner's responsibility to refund the amount due to me because I made the reservation directly with HotelPlanner not the hotel. I even supplied HotelPlanner with three names of individuals they could speak to at the hotel (namely, **** *., ***** or *********) to confirm this fact via e-mail dated October 10, 2025 but have yet to hear from HotelPlanner acknowledging they have done so. I would just like to receive my refund of $650.83 in all fairness.
Business Response
Date: 10/13/2025
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 reach out to me at ********************************************************.

Kind regards,
**** *******
Customer Answer
Date: 10/13/2025

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:10/11/2025
Type:Service or Repair 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.
Hotel Planner posed as the inter continental hotel. they did not identify themself as a third party and knew that we believed we were talking to the ********************** in *********. we were trying to change our reservation to an alternative intercontinental hotel in ********* closer to the ****************. they told us ( again posing as the actual hotel ) that they availability at the hotel we were seeking. Only after we cancelled our original reservation did they tell us there were no rooms at the hotel we wanted to book for the full 5 days. they asked for our credit card before telling us this they charged are credit card three times. we called back and.confronted them to refute the charge and tell them that they had defrauded us they credited us for two of the fraudulent charges but not the third. we have disputed the third charge with ****************. this is scam disreputable organization that needs to be called on their unscrupulous tactics and behavior they never disclosed they were a third party and that they were charging in a nonrefundqble way and at higher prices the. the hotel charges. please help us warn people and get justice for what they did to **
Business Response
Date: 10/13/2025
Greetings *******,

Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $477.52 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,
**** *******
Initial Complaint
Date:10/10/2025
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 booked 4 rooms with ***************** I called customer support and requested they cancel one of the rooms. The agent made a mistake and cancelled all of them. I discovered this quickly (within an hour) and called back. I was told they would not honor the original rate or original cancelation policy. I rebooked as I was concerned about losing ALL the rooms and escalated. They did offer 15% off (unclear what final price then actually was as not stated in the email despite me requesting it) but did not reinstate the cancellation policy. The new cancellation policy is more onerous than original one - I would forfit 100% of my money. I have yet to receive my funds from the first room canceled - I get vague assurances it will arrive eventually. I'm still stuck with this reservation with the onerous policy. I really want to wash my hands of this and fully cancel without penalty. I spoke with ****** and given the situation they agreed to not charge ***************** and would let me cancel without penalty - so now hotelplanning is reaching out to ****** to confirm this. I'm stuck in the middle of situation created by hotelplanning. Frankly given the emails and phone support - and the inability after 9 back and forth emails and 3 - 4 phone calls the whole operations seems shady. Every time I call they claim no record of any previous calls (I'm told rest assured we've recorded it!). The whole thing smells like a scam.
Business Response
Date: 10/13/2025
Greetings *****,

Thank you for giving us the opportunity to review this for you. I am pleased to inform you that all three of your reservations (H12917901- $1,742.80; H12941620- $450.64; and H12941815- $915.30) were fully refunded, and 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: 10/24/2025

Complaint: 24002001

I am rejecting this response because: The numbers provided do not add up to what I am seeing on my credit card statement. Please note: Every communication I have had with this company via their customer support team has provided consistently inaccurate information. Below is what I am showing on my credit card - charges/credits. This not include the original error that started this whole thing in which the entire reservation was cancelled [$1,742.80] - that sum was returned in full.
I show a small balance still due of $7.99. Please advise. This has been a time sucking situation given the fact the error was made by the company and I've had to resort to BBB to get it resolved accurately.
Payments
Oct. 4 $458.63
Oct. 4 $915.30
Oct. 8 -$137.29
Oct. 9 -$68.79
10/13 -$326.99
Oct. 13 -$54.86
Oct 14 -$778.01
Total owed $7.99

Sincerely,

***** ******
Business Response
Date: 10/24/2025
Greetings *****,
Im happy to clarify! All three of your reservations have been fully refunded to the credit card used at the time of booking. Please note that it may take 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 ********************************************************.
Best regards,
**** *******
Customer Answer
Date: 10/24/2025

Complaint: 24002001

I am rejecting this response because: the full amount was not refunded- I would like this to stay open until I am fully refunded. The amounts returned so far are as follows below. Per the note from Hotel Planners - I should have received complete reimbursement within 2-10 days. In fact, I'm still owed $7.99.
Payments
Oct. 4 $458.63
Oct. 4 $915.30
Oct. 8 -$137.29
Oct. 9 -$68.79
10/13 -$326.99
Oct. 13 -$54.86
Oct 14 -$778.01
Total owed $7.99

Sincerely,

***** ******
Initial Complaint
Date:10/10/2025
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 booked a hotel through HotelPlanner for the *************** Chicago Marathon weekend. I received a confirmation and paid $279 for one night (Oct *****th, 2025). When I called the hotel directly to confirm closer to my arrival, they had no record of my reservation.I immediately contacted HotelPlanner. After over 3 hours on hold, I was repeatedly hung up on. When I finally reached an agent, I was told my only option was to rebook at current marathon weekend rates $1,200 per night with a 2-night minimum and I would have to pay the price difference out of pocket. I cannot afford this, and it is not what I booked or agreed to.This is deceptive and unfair business practice. I had a valid reservation and confirmation, which HotelPlanner failed to honor. Instead of providing me with an equivalent reservation at no additional cost or issuing a prompt refund, they are trying to exploit the situation by forcing me to pay drastically higher rates.Desired resolution:A confirmed reservation at an equivalent hotel at no additional cost to me.
Business Response
Date: 10/13/2025
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 reach out to me at ********************************************************.

Kind regards,
**** *******
Customer Answer
Date: 10/13/2025

Complaint: 23998148

I am rejecting this response because:

The reservation was supposed to be from October 11th, 2025 to October 12th, 2025, and it is now October 13th. Since HotelPlanner did not properly book the reservation or resolve the issue on time, I am now requesting a full refund for the amount paid on August 11th for this reservation.
Sincerely,

******* ********
Business Response
Date: 10/15/2025
Greetings *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $279.41 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
Initial Complaint
Date:10/09/2025
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.
Made a booking for the ******************* for 10/11-10/13 for TWO Studio style rooms and they only sent the hotel one room and now refuse to send the other room. They have only stated they can issue a voucher (not even a refund) to rebook ourselves. Which won't work since it's this weekend AND the prices are higher now. We pre paid in full for TWO rooms and the hotel has confirmed they are available. ************* is not just simply sending BOTH rooms on the same booking to the hotel for confirmation. Please resolved this within 24 hours!
Business Response
Date: 10/10/2025
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 reach out to me at ********************************************************.

Kind regards,
**** *******
Customer Answer
Date: 10/22/2025

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:10/09/2025
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 booked a hotel online in January of 2025 and mistakenly didn't realize it was through a third party, called Hotel Planner, instead of directly with the hotel. This reservation was for $3,600 at the Fairmont Scottsdale Princess. When I had to cancel the reservation I realized it was through Hotel Planner and contacted them for a refund. They do not offer refunds, but they will provide you a Voucher that you can use to book through their website to make a reservation at another hotel. They charge you one full night's cost but refund you the remaining.I have been able to use the Voucher to make hotel reservations through their website, but they make it extremely difficult to use. After each new reservation they are supposed to offer you a new Voucher with a new Voucher # that can be used to make a new reservation. It takes many calls and emails to actually get the new Voucher.I am still due a Voucher for $1,562.66 that I need to use soon in order for it to be valid. I have called, sent emails and followed up multiple times over the last 2 months and I still do not have a Voucher for the remaining amount. I have sent multiple emails and their response continues to be that the Voucher has been sent to my email, but it hasn't. I have checked all email folders and I don't have it. I have repeatedly requested that they resend the Voucher so I can make the reservation and they continue to give me the run around.This has been going on for months. I feel that they are now just trying not to give me the Voucher, hoping it will expire and they will hold the remaining funds of $1,562.66.I am asking for help in securing a new Voucher so I can make my final reservations and end this matter.
Business Response
Date: 10/10/2025
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 reach out to me at ********************************************************.

Kind regards,
**** *******
Customer Answer
Date: 10/13/2025

Complaint: 23995710

I am rejecting this response because it simply states that they have received the complaint and there is no suggested resolution in the response. I am waiting to hear what they are going to do to address this issue.

Sincerely,

***** ********
Business Response
Date: 10/15/2025
Greetings,
Thank you for allowing us the opportunity to review your request. Im pleased to inform you that an updated voucher for your future stay has been sent to your email.

To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.

You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.

Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings

Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.

Kind regards,
**** *******
Customer Answer
Date: 10/23/2025

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.

Sincerely,

***** ********
Initial Complaint
Date:10/09/2025
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 booked a hotel reservation through a website that appeared to be affiliated with ********, but I later discovered it was a third-party booking company using misleading branding and design that closely resembled the official ******** site. During the booking process, I was not clearly informed that the reservation was prepaid and non-refundable, and I believe additional charges for travel insurance were added without my explicit consent.After completing the booking, I never received an email confirmation of the reservation. When I contacted the company, they claimed to have resent the confirmation email, but it also never arrived. The only message I received was a brief SMS text with very limited details and no clear disclosure of terms or refund conditions.I contacted the hotel directly and was informed that the reservation associated with my name and reservation number had been cancelled in their system. The hotel confirmed they had no active booking under my name.I then contacted the booking company again to request a refund. They told me they could not issue a refund because my credit card dispute was still active, and they asked me to withdraw the dispute before they would take any action. However, they refused to provide any written confirmation that a refund would actually be issued or to specify the amount or timeline. This request feels coercive and untrustworthy, particularly given their pattern of misleading behavior and the fact that the reservation was never fulfilled.I believe this company engages in deceptive online marketing and business practices, including impersonating well-known hotel brands, failing to provide confirmation emails, and pressuring customers to drop credit card disputes before offering vague promises of refunds. I am seeking a full refund of all charges associated with reservation number *********, including any added fees or insurance costs.
Business Response
Date: 10/09/2025
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.

Kind regards,
**** *******

Customer Answer
Date: 10/11/2025
Thank you for your response regarding the disputed reservation associated with BBB Complaint ID ********.
Before we proceed with any consideration of withdrawing the credit card dispute, we require written confirmation from your company clearly stating:
The total amount that will be credited back to the cardholder.
That the full refund will include all charges, including the initial reservation amount and any additional fees (such as insurance or non-optional add-ons) applied during the booking process.
Please note that the reservation has already been canceled. We have confirmed directly with the hotel that the reservation was canceled not by us, but by a third party, presumably HotelPlanner. Therefore, there should be no penalty or withheld funds associated with the cancellation.
As previously advised, and in alignment with best practices for consumer protection, we will not withdraw the dispute unless we receive a written commitment from your company confirming the total amount to be refunded. This protects the cardholderwho is an elderly individualfrom potential financial harm resulting from unclear or non-committal refund processes.
We look forward to your prompt response with this confirmation. Once provided, we will evaluate and determine the appropriate next step.
Business Response
Date: 10/15/2025
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.
Kindly, ******* *********
Initial Complaint
Date:10/09/2025
Type:Service or Repair 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, unknowingly, booked my disneyland hotel stay through them when their phone number popped up when googling **************** reservations. This number was ************. This number now leads you to a pest control company and seems to be some kind of geo tracking number. I booked this back on July 24th 2025 under the impression that I was booking through ********** directly. Recently, I received both an email and text message from hotel planner and a company called *********** stating that my reservation has been canceled. Ive called the ************** number provided by them and can only get a call center in *****. Every time I call they communicate my room has been canceled but they cant tell me why. They also claim no refund is possible. They end each call with the same narrative that Ive escalated this claim you will receive communication from our team at a later time. I never hear back from them. This company charged me $7,873 dollars, canceled my hotel stay and kept every *****. They are offering me $100 voucher toward another stay but refuse any kind of refund for my $7,873 or explanation as to why they canceled my room. The most concerning part is that this company posed as disneyland both on the phone and within my confirmation email. Id like to note again, the phone number I used to book was an Anaheim area code phone number that no longer takes you to them. ******* is where ********** is located, to add to the confusion. After doing some further research it appears this company is quite good luring you into believing you are speaking directly to a hotel and then scamming you with confusion tactics. Im completely baffled as to how this all happened.
Customer Answer
Date: 10/09/2025
I would like to add more proof that this company falsely led me to believe they were in fact Disneyland when booking my hotel stay. In addition to a false, no longer in service, phone number. The statements from my bank also show that they claim to be disneyland. Please refer to images I supplied. Please note the disneyland wording throughout them. I would also like to point out that these two bookings were made at the exact same time, however, they have drastically different information associated with them adding to the web of confusion.
I am having extreme difficulties getting in touch with anyone who can explain why they canceled my room and kept my money.
Business Response
Date: 10/09/2025
Greetings ******,

Thank you for giving us the opportunity to review this for you. I am pleased to inform you that for Itinerary #H12814478, a full refund of $3,572.38 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: 10/09/2025
Greetings ******,

Correction: Thank you for giving us the opportunity to review this for you. I am pleased to inform you for Itinerary #H12095900, a full refund of $3,572.38 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: 10/09/2025

Complaint: 23993727

I am rejecting this response because I booked two rooms through you at the same time. The refund you mention only includes the funds for one of the rooms you canceled without cause. I need a complete refund totaling $7,874.11
you canceled both of my rooms. Please see the booking numbers and associated fees listed below. I need a full refund for $4301.73 in addition to the $3572.38 you are proposing.
$4301.73 USD H12095857

$3572.38 USD H12095900

please see the bank statements attached. Also note the messaging that implies you are disneyland but in fact you are not nor are you associated with their company whatsoever. ********** is requesting we file a police report should we not succeed in a full refund totaling $7874.11.

Sincerely,

****** ******
Business Response
Date: 10/14/2025
Greetings,

Thank you for giving us the opportunity to review this for you. I am pleased to inform you that full refunds of $4,301.73 and $3,572.38 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,
**** *******
Initial Complaint
Date:10/08/2025
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 wanted to reserve a hotel room. I called the number with a picture of the hotel, thinking I was speaking to the front desk. ************* in ******* MI. The phone number was the area code of the city in which the hotel is located. I booked the rooms. Two rooms for 10/24/2025 for $289. Before I ended the call I asked about the cancellation policy. The woman on the phone told me I could cancel within 24 hours. At the very end she said the price included a $25 cancellation fee. Odd, I thought, never had that before speaking directly to the front desk.When I was forced to cancel ***************************************************************************** car trouble. Really? I started the refund insurance claim. When I call the number back they will not tell me the name of the company they work for. They have have a AI assistant that does not work. It cannot understand even the booking Number. There are links on the refund page that Do not click. They do not lead anywhere. They are threatening me with the entire charge of the cancelled reservation. They have to wait 3-5 days to send it to their escalation team. I believe this is an unethical company I have spent the entire day on the phone attempting to resolve this. I had to get their number from Chase ***** They do not list their name on the credit card bill. Even when I called the number that Chase **** gave me, the girl on the other end lied about the name of the company initially. Unbelievable! They are not forthright with the name of the company. Why are they hiding the name of the company.
Business Response
Date: 10/08/2025
Greetings ********,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $263.82 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

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