Complaints

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

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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:07/10/2025

  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 June 26, 2025, I booked an *** compliant room through HotelPlanner to stay at *** by ****** in ******, ********. The booking was to check in on June 26, 2025 and check out on June 27, 2025 for $178.62 . Itinerary No H11777925. Upon our arrival, Tru by ****** informed us they did not have an *** compliant room available, and could not accommodate us. Due to my physical disability, I had to cancel my reservations due to a handicap room not being available. Tru by ****** stated they would refund our money back through the HotelPlanner booking site. I contacted Hotel Planner the evening of June 26, 2025 to confirm my refund. They said their review team would have to approve it and it would be 2 to 10 business days for a response. They offered a hotel voucher on June 27, 2025 for $178.62, but I declined the offer because we do not plan to travel anytime soon, and requested the full amount be refunded back to my charge card. It has passed the 10 day deadline (July 10) for my refund. I am still waiting for my refund since the error occurred on their part and not mine. Theyre the ones who booked a room that was not available.

  Customer Answer

  Date: 07/10/2025

  I received the email above today stating I should receive my refund within 10 days.  I hope they will follow through this timewell see.??

  

  Business Response

  Date: 07/10/2025

  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,

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

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I will give you the opportunity to refund my money. I would still like to keep the case open until I have received my refund. Thank you for  your response.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 07/11/2025

  Dear BBB,

  I respectively would like to keep my case open since I have not received my refund yet.  Once the refund has been credited to my credit card account, I will be more than happy to  close my case. Thank you so much for your time and help.

  Regards,

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

  Customer Answer

  Date: 07/11/2025

  Dear BBB,

  My response on July 7th was intended for the business, HotelPlanner instead of BBB. Is there any way I can correct this? I would like them to know I appreciate their response  and will inform them when my refund has been credited to my  credit card account. I apologize for this mistake.

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

   

  Customer Answer

  Date: 07/11/2025

  DATE CORRECTION on previous message to BBB.  The date should be July 11 instead of July 7.

• Initial Complaint

  Date:07/10/2025

  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 July 5, I called ****************** *********, ******* to make a 2 night reservation for July 7 through July 9. The number I called appeared to be at the hotel and was never disclosed that this was a third-party booking. I tried to give them my membership number which she would not take and first Reservation that she gave me was over $1200 and I told her I would call back but she hesitated and said wait. I can get better deal for you which was 1198 for The two tonight. She never disclosed that this was a third-party booking company And I tried to give her my membership number for discount and she said this was the best rate that I could get at this hotel. Upon checking out of the hotel on July 9, the front desk informed me I had booked through a third-party booking and did not have a receipt. My itinerary number is H11873393 with confirmation number *************. I believe that this is not a fair practice/fraud and had I known I was booking through a third-party I would have not done this. It appears that I could have gotten the rooms for approximately $300 to $400 cheaper booking through the hotel reservation. I feel like this is fraudulent and posing as the hotel reservation desk. When i called back to hotel planners, the lady disconnected me when I told her what I was wanting information on. I have not received a receipt from hotel planners and I would like this matter looked into and either adjusted or refunded, I feel that is an unfair practice and should have been identified as a third-party ******.

  

  Business Response

  Date: 07/10/2025

  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, 

  ******* Planelles 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23580532
  
  I am rejecting this response because:
  I understand they are looking into the complaint but have heard nothing else from the business
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/15/2025

  Greetings,
   
  Thank you for reaching out! I am pleased to inform you that we have issued a 15% refund and provided the receipt, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly,
  ******* Planelles 
       
   

  Customer Answer

  Date: 07/15/2025

   
  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:07/09/2025

  Type:Sales and Advertising 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 am the owner of a small, independent hotel (*****************). HotelPlanner (Lexyl Technologies LLC) has repeatedly misrepresented our property online and over the phone, misleading guests into believing they are booking directly with us while charging inflated rates and undisclosed fees we never ************** guest, ***** **********, was charged $217.86 for a one-night stay. Our direct rate was $166.99. HotelPlanner retained $50.87 in "Tax **************** none of which was passed through to us or transparently disclosed to the guest. The confirmation email appeared to come from our hotel and included an unauthorized upsell to a Global Privileges ************* test this behavior firsthand, I called the number listed on one of their booking pages *************). A woman answered as Mellow Moon Lodge Reservations and quoted $876 for a stay that our website listed at $611.97 + tax. She claimed $264 of the overage was taxes. I recorded the call, which clearly demonstrates misrepresentation of fees and false affiliation with our hotel.HotelPlanner is using our photos, branding, and business information without our consent. We receive no breakdown of guest charges, no transparency, and no way to correct guest confusion which has resulted in financial harm and reputational damage.I am requesting (1) retroactive compensation for all fees retained by ************ in excess of the 18% commission outlined in our ************* agreement. Based on our volume, I estimate our business is owed between $4,500 and $5,000 over the past two years. I am also requesting (2) that HotelPlanner/this ******* affiliate be permanently blocked from listing or booking our hotel again.

  Customer Answer

  Date: 07/09/2025

  The attached recording and screenshot document a phone call I placed while posing as a potential guest inquiring about room availability and pricing for my own property, ***************** after following this page, which is in and of itself a violation given the white labeled nature that is posing as our brand: ********************************************************************************************************************************************************************

  HotelPlanner is listing my hotel and posing as our official front desk (including sending confirmation emails with their own link-outs) without permission, and the ***resentative I spoke with provided highly inflated rates compared to what we offer directly.

  
  The *** quoted a price nearly $260 higher than our actual direct booking rate for the same dates. When I asked for clarification about the fees, I was told they were taxes," which is misleading and inaccurate. At no point during the call did the *** disclose that HotelPlanner has no direct relationship with our property. The *** presented the pricing and availability as official and lowest available, which creates serious consumer harm by leading guests to overpay or book under false pretenses. It also causes ***utational damage to our hotel, which prides itself on transparency and offering excellent value.

   

   

  

  Business Response

  Date: 07/10/2025

  Greetings, 

  Thank you for bringing your concerns to our attention and allowing us the opportunity to review this matter for you!

  I want to let you know that I have escalated your complaint to my supervisors for further review. Additionally, I am pleased to inform that a refund of $80.55 was issued back onto the card ***** ********** used to purchase their reservation, allow 2-10 business days for the refund to be visible.

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23575013
  
  I am formally rejecting this response. Issuing a single refund does not remotely address the larger, ongoing issue of your company impersonating our business and misrepresenting ***************** across your platforms. In just two weeks of internal forensic accounting, weve already identified four reservations affected by your deceptive listings. If I were to audit our records from the past year (...let alone since 2023, when I first requested in writing, via email, that our property be removed from your sites) Im confident we would uncover tens of thousands of dollars in damages. This doesnt even account for the reputational harm your actions have caused. Guests who were misled, overcharged, and underserved may never return, and we may never know how many.
  

  While Ive notified the affected guest that a refund is forthcoming and I am sure he will be appreciative to us for securing that on his behalf, your refund acknowledges the validity of our claims. This is not a one-off incident. Its a systemic violation. My request is firm:
  

  1. I expect to be contacted by someone in HotelPlanners executive or legal department over the phone, not by generic customer support, to discuss this matter directly;

  2. I expect to receive financial compensation of $5,000 USD, which represents what I estimate to be likely only a fraction of recovery of the losses incurred due to your misleading practices;

  3. I require immediate confirmation that our property (and any references to it) have been permanently removed from HotelPlanner.com, its affiliates, and any domain or entity operated by Lexyl Travel Technologies, LLC.
  

  If these terms are not met, I will continue to pursue this through BBB and all other regulatory channels, join the active class action lawsuit currently filed against your company (which furthers my point about this not being a one-off incident the fact that this suit exists), publicly disclose these deceptive practices via media outlets to warn other small businesses and consumers, and continue to post openly about my experience on social media.
  

  This is your opportunity to take appropriate accountability. Those up the food chain on your end should be paying attention.

  Sincerely,
  ****** *******
  Owner, Mellow Moon Lodge

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Thank you for bringing your concerns to our attention and allowing us the opportunity to review this matter for you!

  I want to let you know that I have escalated your complaint to my supervisors for further review. Additionally, I am pleased to inform that a refund of $80.55 was issued back onto the card ***** ********** used to purchase their reservation, allow 2-10 business days for the refund to be visible.

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23575013
  
  I am rejecting this response because it was a copy and paste "non-reply" reply; the exact same I received 4 days ago. It provides no accountability or acknowledgement of the broader issue and does not even remotely resolve the issue to be "escalating to supervisors." I expect a full, personalized, detailed response.
  
  Thanks,
  
  ****** *******

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  I am pleased to inform you that we have removed the hotel from our platform per your request, please feel free to contact ********************** with any further questions or concerns! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23575013
  
  I am rejecting this response because AGAIN it does not address the full complaint. There is financial compensation required to fulfill the extent of our request, and you communicated that our hotel was removed from your sites but that is incorrect. Here are the links where the **** affiliated with Lexyl Travel Technologies LLC that I know are still active (assuming there are likely more):

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

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

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

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

  I will email the ********************** account, and expect a full resolution here as well.

  Thanks,
  ****** *******

• Initial Complaint

  Date:07/09/2025

  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.

  Complaint Title: Unconfirmed Reservation and Lack of Response from HotelPlanner.I made a confirmed reservation through HotelPlanner for the Holiday Inn Express ************-******** with a check-in date of July 11, 2025. Despite receiving a confirmation from HotelPlanner July 1st, the hotel has no record of my booking.I have contacted HotelPlanner multiple times via phone and email, but have not received a timely or satisfactory response. The hotel is unable to accommodate me without confirmation, and my check-in date is approaching quickly.I am seeking immediate assistance to either confirm my reservation with the hotel or receive a full refund. I would appreciate prompt resolution to avoid further inconvenience and potential financial loss.Reservation details (for Itinerary Number: H11836109) are provided with the attachment.Thank you for your attention to this matter.

  

  Business Response

  Date: 07/09/2025

  Greetings Ofer, 

  Thank you for reaching out! After taking a deeper look into your reservation, I see that it was cancelled and a voucher for the full amount of $306.62 was sent to the email address ******************* ". 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
  
  If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23574641
  
  Summary: I am rejecting this response because I am expecting a full refund back to my credit card.

  Details:

  Thank you for getting in touch. I was contacted earlier today by a HotelPlanner representative who informed me that a system error on your end prevented my booking from being successfully completed. As a result, I was told that the only option available to me is a full refund to my credit card, as the issue was caused by HotelPlanner. I made it clear during the call that I do not want a voucher, and the representative confirmed that the refund would be issued back to my original form of payment. This was also confirmed in a follow-up email (which I attached).

  Im extremely frustrated with this experience. It appears that your team was aware of this system error for some time but was unable to resolve it or ensure my reservation went through. I now have to rebook my trip just days before travel, and prices have increased significantly. Due to this negative experience, I have no interest in rebooking through HotelPlanner, making a voucher entirely useless to me.
  I respectfully ask that you honor the commitment made by your representativeboth over the phone and via emailand process my refund to the original payment method as soon as possible.
  Additionally, I expected more understanding and accountability from HotelPlanner given the circumstances. Since the failure to complete my reservation was due to your system error, it would have been appropriate to offer some form of additional compensation for the inconvenience, stress, and financial impact this has caused. At the very least, issuing a full refund to my credit card should be treated as the minimum resolution.
  I look forward to your prompt attention to this matter.
  

  Sincerely,
  **** *******

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Please keep in mind that the cancellation policy for your reservation is "Nonrefundable", our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. As a gesture of goodwill a voucher for the amount of $306.62USD was sent to the email address "***************************". 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.
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23574641
  
  I am rejecting this response due to Booking Error and Misrepresentation.

  I am writing to follow up on a promised refund regarding a reservation issue that remains unresolved.

  ***** **** from your support escalation team (***********************************) contacted me previously and assured me that a refund would be issued to my credit card. Please note that the issue was due to a system error on HotelPlanners end, which prevented the reservation from being completed.
  Additionally, there was a clear misrepresentation during the booking process. My confirmation stated that the room was oceanfront, yet the hotelHoliday Inn Express ********************** at the ******* located approximately 1.5 miles from the ocean and does not offer oceanfront rooms at all. This can be confirmed by contacting the hotel directly or by a simple location search.

  
  I have already provided attachments from the hotel confirming:
  They never received the reservation from your system.
  The property does not have oceanfront rooms, contrary to what was listed in the booking.

  
  This was a booking error and misrepresentation on the part of HotelPlanner, not a cancellation or change initiated by me. Based on the circumstances and the prior assurance from your representative, I am requesting that the promised refund be processed immediately.
  Please review the attachments I submitted, which support this request, and confirm once the refund has been issued.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  Please keep in mind that the cancellation policy for your reservation is "Nonrefundable", our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. As a gesture of goodwill a voucher for the amount of $306.62USD was sent to the email address "***************************". 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.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23574641
  
  I am rejecting your response on the grounds of both a booking error and misrepresentation.

  Your reply appears to be a copy-and-paste of a previous message, suggesting that my specific concerns and the supporting documentation I provided were not properly reviewed or understood.

  
  To reiterate:
  1. The hotel never received the reservation on their end. Ive attached documentation confirming this, including the name of a hotel contact.
  2. The cancellation was initiated by HotelPlanner because they were unable to complete the booking. This is also supported by the attachment and a named contact who confirmed a refund would be issued.
  3. The room was misrepresented as oceanview, when in fact the hotel is located 1.5 miles from the ocean.
  

  Please take the time to carefully review my previous messages and the attachments provided and respond directly to the points raised.
  
  Sincerely,
  **** *******

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  Please keep in mind that the cancellation policy for your reservation is "Nonrefundable", our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. As a gesture of goodwill a voucher for the amount of $306.62USD was sent to the email address "***************************". 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. 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23574641
  
  I am rejecting your response on the grounds of both a booking error and misrepresentation.
  
  You can contact Sheroya from the front desk of Holiday Inn Express ************. She can confirm the hotel never got the reservation from HotelPlanner. You can see the same provided in email via attachments.

  HotelPlanner was not able to book a room for me due to your system issues. ***** **** (HotelPlanner Lodging support) contacted me saying HotelPlanner needs to cancel due to this, and I was promised a CC refund since you were not able to book me a room. You can again review the attachments for all this information. In addition to all this, you misrepresented an ocean view room in a hotel which does not have such rooms.
  
  Thanks
  Ofer
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/22/2025

  Greetings, 

  Please keep in mind that the cancellation policy for your reservation is "Nonrefundable", our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. As a gesture of goodwill a voucher for the amount of $306.62USD was sent to the email address "***************************". 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. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23574641
  
  I am rejecting your response on the grounds of both a booking error and misrepresentation.
  
  You can contact Sheroya from the front desk of Holiday Inn Express ************. She can confirm the hotel never got the reservation from HotelPlanner. You can see the same provided in email via attachments.
  HotelPlanner was not able to book a room for me due to your system issues. ***** **** (HotelPlanner Lodging support) contacted me saying HotelPlanner needs to cancel due to this, and I was promised a CC refund since you were not able to book me a room. You can again review the attachments for all this information. In addition to all this, you misrepresented an ocean view room in a hotel which does not have such rooms.
  
  Thanks
  Ofer

• Initial Complaint

  Date:07/08/2025

  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.

  Like many others, I am complaining about the shady practices of hotelplanner.com. I was brought to the website without my knowledge. When I booked, I didn't realize it signed me up for other items. I called and canceled with the hotel and contacted customer service. I've been told the full refund is coming, but it has been 2 weeks without any info given back. I'm just looking for the refund.

  

  Business Response

  Date: 07/09/2025

  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: 07/14/2025

  Good Afternoon ****, 

  We appreciate your patience! I am pleased to inform you that a full refund of $365.07 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: 07/15/2025

  Good Afternoon ****, 

  We appreciate your patience! I am pleased to inform you that a full refund of $365.07 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:07/08/2025

  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.

  On July 4, 2025 I called the ************************************** to make reservations for the evening of July 7. 2035. I called the phone number on the website. The person answering the phone said Best Western. I made the reservation and gave them my credit card number to hold the room for late arrival. I received an email and a text stating from Best Western confirming my reservation. I also received a text from Best Western on 7/7 stating my credit card was being charged $141.93. When I arrived at ******** they told me that the reservation only had my name. There was no credit card information, and ** had not charged my card or received payment. I was told that ** sometimes uses Hotel Planner to make reservations, and that Hotel Planner had screwed up my ************** complaints are: 1) Hotel Planner identified themselves as Best Western during my phone call, 2 texts, and one email. Never did they specifically state they were a 3rd party; 2) Hotel Planner charged me over $40. more than the going BWrate; 3) Hotel Planner charged my credit card, but did not complete the reservation with BW. This resulted in my reservation being cancelled and I had to book AND PAY FOR another room.

  

  Business Response

  Date: 07/08/2025

  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: 07/09/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $141.93 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: 07/11/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/07/2025

  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 stay for 08/07/2025 through 08/10/2025 using HotelPlanner.com for a hotel in ***********, **. I booked this hotel on 06/30/2025 and selected the additional $70.03 Refund Protection plan during my stay confirmation. I was then billed the full amount of my hotel reservation, $788.29, on 06/30/2025. This is over 30 days in advance of my check in date. My itinerary number is ***************, 07/07/2025, I called to cancel the reservation due to conflicts that will prevent me from traveling on those dates. The person I called and spoke with explained that they would be cancelling my reservation today. I received an email today, 07/07/2025, that my reservation was cancelled. I then was instructed to submit a refund request through a link the associate sent me via email. This refund request forces you to choose a specific reason you cannot attend the reservation including the death of a family member, a pregnancy of an immediate family member, a serious illness or injury, or your own personal death. Each of these options and the several other very intrusion options listed force you to include things such as medical records, doctor's note, birth certificates, or death *************** is a manipulation of a "Refund Policy" to require someone to submit such personal information. I selected a "Refund Policy" under the premise that the business would stand behind this policy in case a conflict came up. At no point was I informed that this policy only applied if you could prove that you were dead, dismembered, or giving childbirth. I spoke with the support team again today, 07/07/2025, and was told the "Escalation Team" would be reviewing the case. I was informed that no refunds had been approved, given no case number, and told that the "Escalation Team" cannot be reached by phone or email. I have not been offered any resolution because I have not completed the refund form which requires sensitive information to be submitted.

  

  Business Response

  Date: 07/08/2025

  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: 07/09/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $788.29 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: 07/11/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $788.29 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: 07/14/2025

   
  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:07/07/2025

  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.

  On July ****** I booked a hotel stay at what I thought was the *********** in ********************. The Room77 website is very misleading. It has Quality Inn in very large letters and Room 77 in very small print.I booked the room and was told there would be a one day penalty if there was a cancellation. On July 6,I had a family emergency and needed to change the booking from July 17 to 21. I called them on the 6th and told the ***resentative I needed to switch and they said my only option was to cancel and pay a fee of one night stay as a penalty. I asked the ***resentative to see if I could change dates without a penalty and she said she would put in a ticket. I immediately called the hotel and was able to reserve a room for the days of the change. On July 7, I received an email that they could not change the dates because there were no rooms available. I immediately called the hotel and was told by the front desk person, ****, that they had at least two rooms available for dates that I needed. I immediately called customer support again at Room 77 and was told my only option was to accept the cancellation fee and I could book another room with them for the dates I needed, July *****. I declined the offer and canceled the reservation. I received a 50% credit pending on my Charge card. I believe that there is a difference between a cancellation and a change of date for an emergency.They lied when they said there were no rooms available because there were at least two available both at the hotel and the Room77 *** offered to rebook my stay for those days.There was no mention of a penalty for changing the reservation in the original phone call or on the email confirmation I received.They never mentioned their business name in any phone or email correspondence.There is no reason they could not change the dates of my stay other than they wanted to keep the penalty cost. Their website is deceptive and theirs practices are unethical. There is more but no room to write.

  

  Business Response

  Date: 07/08/2025

  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: 07/09/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $327.13 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: 07/11/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $327.13 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: 07/23/2025

   
  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:07/07/2025

  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.

  Hotel Planner presented as the actual hotel. Then presented to the hotel as Expedia. Refused refund once hotel suggested I do so and report them.

  

  Business Response

  Date: 07/08/2025

  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.

  Kindly,

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

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23565379
  
  I am rejecting this response because: I have been verbally told by Hotel Planner that a full refund is being processed, once to be received by July 7 and the other by July 21, 2025. I also submitted to you an email received from the company 24 hours after I cancelled showing the refund was being processed.  Furthermore, the Fairfield Inn and Suites, ******** has cancelled the reservation without monetary penalty. (See attachments.) ************ does not guarantee me in writing a full refund as highlighted in the response letter.  Their deceptive practices are all over the internet, which I can verify if needed.  I would not be wise to drop the fraud claim without a refund. There are claims of  "BAIT AND SWITCH" practices as well.  I also reject the waiting period of 90 to 120 days. This is no small amount of money for us.  The company presented themselves as the hotel. I was not told that "conditions" applied to a cancellation when I agreed to pay a higher amount for the right to cancel. The hotel, itself, advised me to cancel the credit card used. In fact, the hotel cancelled the reservation from their end the very night I booked and discovered that I had not booked directly with them. The hotel staff has been extremely cooperative.  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/09/2025

  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.
  
  Kindly,
  
  ******* *********

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23565379
  
  I am rejecting this response because:
  There is no

  written guarantee of a refund in writing if I drop the dispute. Attached is proof the hotel will not charge any party for the cancellation. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/11/2025

  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.
  
  Kindly,
  
  ******* *********

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23565379
  
  I am rejecting this response because: I have not received my refund. I will drop the complaint once that happens. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/05/2025

  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 recently attempted to make a reservation at the *********** in ********, ******* (*****). I used the phone number listed for the hotel in an online search, believing I was speaking directly with Hampton Inn staff. At no point did the representative disclose that they were with a third-party booking company, HotelPlanner.com, and not affiliated with the hotel itself. This lack of disclosure was deceptive.I checked in on June 24 and checked out on June 26. During the booking process, excessive and undisclosed fees were added to my reservation. Additionally, I needed to check out one day early. The Hampton Inn did not charge me for the unused night; however, because I had unknowingly booked through HotelPlanner.com, I was still billed for it.When I requested a receipt for my stay, the *********** was unable to provide one, as they did not process my reservation. The receipt I eventually received from HotelPlanner.com was confusing and inconsistentthe amounts did not add up correctly, rendering it unusable for my required work reimbursement. As a result, my reimbursement was delayed, causing additional professional inconvenience and unnecessary ********* total, my stay should have cost approximately $248.14 plus taxes, but I was charged $608.95more than double the expected amount.This experience feels deceptive and predatory. Had HotelPlanner.com properly identified itself as a separate entity, I would have chosen to book directly with the hotel to avoid hidden fees and accounting problems.I am requesting a full refund of the overcharges and a corrected, itemized receipt that accurately reflects the charges so I can submit it to my employer for reimbursement.

  

  Business Response

  Date: 07/08/2025

  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: 07/10/2025

   
  Complaint: 23558765
  
  I am rejecting this response because: This just indicate that they are reviewing the case. The prompt told me that I had to respond so I had to pick one. I look forward to their proposed resolution. 
  
  Sincerely,
  
  *** Renew

  

  Business Response

  Date: 07/14/2025

  Greetings ***, 

  Thank you for your patience. I am pleased to inform you that a voucher for the amount of $184.95USD was issued to the email address ********************************* and we have sent an itemized receipt! 

  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.
  
  Kindly,

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

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23558765
  
  I am rejecting this response because:

  
  1. I had no intention of doing business with your company.
  

  2. Your company has your number listed on ****** as the number for the hotel, which is very deceptive.
  

  3. When I called the number, the person who made the reservation never identified themselves as a third party.
  

  4. I specifically asked if this was the hotel, and they said they were the reservations department. That is extremely deceptive.
  

  5. I was quoted an amount of approximately $124.07 per night, and there was no mention of these outrageous fees.
  

  6. When I asked for my receipt at the hotel, I was told I could not get one because I had booked through a third party. I was completely shocked by this.
  

  7. I still have not been reimbursed by my company, and this is causing a major issue for me. We have to bill our travel on time and you are causing a delay in this billing. I am not willing to submit a bill to my clients for these high recovery fees. 
  

  I am requesting the following:
  

  1. A refund for the third night that I did not stay. I do not want a voucher; I want the money refunded.
  

  2. I want to pay the rate that was quoted ($124.07 per night) for the two nights with no additional recovery fees attached. I only want to pay that rate plus tax for the two nights I stayed.
  

  3. I want a receipt reflecting this.

  
  *** Renew

  

  Business Response

  Date: 07/17/2025

  Greetings ***, 
  Thank you for your patience. I am pleased to inform you that a voucher for the amount of $184.95USD was issued to the email address ********************************* and we have sent an itemized receipt! 
  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.
  
  Kindly,
  ******* *********
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23558765
  
  I am rejecting this response because it is totally unacceptable. I do not want your voucher. I want the money refunded and you recovery fees removed. I was deceived into doing business with your company per my last e-mail as follows: 

  "I am rejecting this response because:

  
  1. I had no intention of doing business with your company.
  
  2. Your company has your number listed on ****** as the number for the hotel, which is very deceptive.
  
  3. When I called the number, the person who made the reservation never identified themselves as a third party.
  
  4. I specifically asked if this was the hotel, and they said they were the reservations department. That is extremely deceptive.
  
  5. I was quoted an amount of approximately $124.07 per night, and there was no mention of these outrageous fees.
  
  6. When I asked for my receipt at the hotel, I was told I could not get one because I had booked through a third party. I was completely shocked by this.
  
  7. I still have not been reimbursed by my company, and this is causing a major issue for me. We have to bill our travel on time and you are causing a delay in this billing. I am not willing to submit a bill to my clients for these high recovery fees. 
  
  I am requesting the following:
  
  1. A refund for the third night that I did not stay. I do not want a voucher; I want the money refunded.
  
  2. I want to pay the rate that was quoted ($124.07 per night) for the two nights with no additional recovery fees attached. I only want to pay that rate plus tax for the two nights I stayed.
  
  3. I want a receipt reflecting this."
  
  *** Renew
  
  Sincerely,
  

  

  Business Response

  Date: 07/22/2025

  Greetings ***, 

  Thank you for your patience. I am pleased to inform you that a voucher for the amount of $184.95USD was issued to the email address ********************************* and we have sent an itemized receipt! 

  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.
  
  Kindly,
  ******* *********

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23558765
  
  I am rejecting this response because this is the same message that I rejected twice before. I listed my objections previously. It is not acceptable. 
  
  Sincerely,
  
  *** Renew

  Customer Answer

  Date: 07/24/2025

  Hi, 

  I just want to ask a question. The information on Hotelplanner.com on BBB indicate that they run this scam all time deceiving people into thinking they are the actual hotel. Your own information on them shows that they run this scam, yet you give them an A+ rating? Look at the information on your website. This is a deceptive practice and I will be writing the Georgia Attorney General about it. 

  Customer Answer

  Date: 07/24/2025

  I request that you keep my complaint open. What hotelplanner.com is conducting as scam and you can see by the complaints on your website. 

  They made no good faith effort to resolve the complaint. That absolutely did not happen. 

  It is a scam. 

  Customer Answer

  Date: 07/24/2025

  Please look at the text they sent me on the reservation confirmation. 

  Notice that the text indicates that "we" are looking forward to your stay as in the *********** in ********. They even put it at the top of the text. 

  This is a scam. Please reopen the case.