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:02/13/2023

  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.

  Googled *********** to book a room in wedding block for February 18th. I clicked on what appeared to be the hotel chains website, called and stated that I was booking for a wedding block, completed my order and only got a confirmation text with the hotel name at the top and confirmation/itinerary number, date information and support number to call. I was under the impression I was booking through the hotel chain directly. I tried to call the support number after family telling me that $400+ was not the correct price for a room, they were supposed to be $249, and no agents were availvable, and had to left a voicemail to get a ticket generated. Turns out the booking rep didn't book, and wasn't able to book, for a wedding block room. I am attempting to cancel my room to get a blocked room at the wedding rate. No responses and no call backs. I only discovered by calling the support number given that is was through hotelplanning.com. So I went there and looked up my reservation to cancel and turns out I am unable to cancel my room. They did not tell inform me at the time of booking that they have a non-cancellation policy, or I never would have booked that room. Now I am stuck with paying almost double the rate I was supposed to and nobody to speak to and no response. My reservation also has the incorrect spelling of my name, and it's a prepaid room that the hotel can't even cancel to get me the rate I should with the block of rooms for the wedding. They didn't indicate they were a third party/not the hotel chain itself, nor did they mention a non-cancellation policy. I was booked incorrectly and no way to cancel. I would like to cancel the room booked to be able to book through the actual hotel so I can get room in the wedding block of rooms and receive the appropriate rate, as I have a room set aside for me in the block, but don't want to pay anything for it until this is resolved.

  

  Business Response

  Date: 02/13/2023

  Greetings *****,
  

  Please accept our sincere apologies for the delay in response. We must respond to all request in the order they were received. 

  Unfortunately, there was not a call saved in the recorded calls for me to verify if the agent made an error in not telling you your cancellation policy. 

  
  When booking in a block it is imperative that you contact the hotel directly. As a gesture of good will we have been able to get an approval for cancellation free of charge. We have processed your refund, and cancelled your reservation. Please allow **** business days to see that reflected on your account. I informed the hotel that you would contact them directly to rebook. The number for the hotel is **************.

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 02/14/2023

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

  I appreciate resolving the matter! Thank you for the service!

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

• Initial Complaint

  Date:02/04/2023

  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.

  On Sunday, 1/29/23, my husband went on line to make a reservation at the ************ in ********** ** for a wedding in March. But instead of connecting directly with the hotel and the Hilton reservation system as he intended, he unknowingly connected to a different site for reservations and had a very upsetting experience with the agent on the site, which we later identified as HotelPlanner.com. My husband is a stroke patient, and he can become confused and stressed at times. The experience he had with HotelPlanner on line was such a moment, and he was very angry and frustrated by it. As my husband related to me, he felt manipulated and tricked about the reservation, almost like a phone scam. He said the agent spoke with a foreign accent and was difficult to understand. She evaded answering questions about whether she was part of Hilton reservations, and pressured my husband to complete a "process" before she would respond. The agent also reportedly used scare tactics by threatening that the specially priced wedding guest rooms might be lost if he didn't quickly complete the reservation. My husband felt pressured through the reading of conditions, and ended up agreeing (res. *********** but he hung up complaining about being bullied and scammed. The agent never revealed who she represented. The final insult came when I reached the hotel in GA directly and found that the HotelPlanner.com charge of $282.81 was twice the rate quoted to me by the hotel itself. We cancelled the HotelPlanner reservation. We have been unable to contact someone to complain using their phone lines and internet options. So we are turning to the Better Business Bureau to help us obtain a full refund. It is our understanding that HotelPlanner will keep 1/3 of the charge as their fee for cancellation. We feel that the aggressive, manipulative tactics employed here, not to mention the deceptive presentation, should not be rewarded. We want a FULL refund, and look forward to BBB's help.

  

  Business Response

  Date: 02/06/2023

  Greetings,

   

  Your refund has been processed. Please allow **** business days to see that refund reflected on your account. 

  Please accept our sincere apologies for the entire experience. If you should have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:01/25/2023

  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.

  Many concerns regarding this company. Bottom they make it impossible to reach them to even try to resolve problems.I will NEVER use this booking company again!!!I simply want to be able to use the voucher they issued to me!

  

  Business Response

  Date: 01/26/2023

  Greetings *****,

  Please accept our sincere apologies about a delayed response. Any delay is due to us helping guest with request in the order they were received. I would love to assist you with using your voucher. I need a few key details. I need the voucher information, where you are wanting to book and the dates. Please email me directly at **********************************************. 

   

  Kind Regards,

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

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18897970
  
  I am rejecting this response because:

  I used the email she gave me. It is not recognized. One more dead end from this company.

  I can not use the voucher because they make it impossible. I am desperatly trying to book my date and hotel. At this writing they have only one room available.

  Help!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/01/2023

  Hello *****,

   

  I have personally responded to the email. I did cancel the voucher and issue a full refund. I notified you via email.

   

  Regards,

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

• Initial Complaint

  Date:01/21/2023

  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.

  This company charged my credit card without my permission. When I asked for a refund I was told that my money would be refunded. I did not receive all the money that they stole. The agent did not tell me that she was taking money from my account. The only reason that I knew was that the agent attempted to make a withdrawal twice, my bank called because they thought it might be fraudulent. I want the remainder of my money. This company kept $242.50. They took $970 and returned $727.50

  

  Business Response

  Date: 01/23/2023

  Greetings,

   

  Please accept our sincere apologies regarding your complaint. Please be advised that the billing method was indicated at the reservation details that you received via text and email. The remainder of the charge has been refunded as a gesture of good will. Please allow **** days to see that refund reflected on your account. 

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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 room contract in ********* ***** made on Dec. 20, 2022 at approx. 4pm Pacific Standard time. Reviewed credit card statement on Jan. 14, 2023 and discovered a room charge (*****) and two service fees (**** each).Immediately called Hotelplanner.com at phone number provided to argue charges and was put on hold for 1 hour and 15 minutes with no response. Called once again on Jan. 16 and put on hold for 1 hour 30 minutes with no response. Called again on Jan. 17 and put on hold for another hour with no response. I went on line to a chat area on ************ website and was once again put on hold indefinitely although I was asked for my email address. No response as of today Jan. 18. Intent is to keep reservation for Jan. 30 in ********* as confirmed.No way to resolve overpayment or adjustment. Quite frustrated with a lack of response

  

  Business Response

  Date: 01/19/2023

  Greetings ****,

   

  I have searched the email attached to this complaint, and your name and I can not find your reservation. So I can better assist you, please provide your reservation number that begins with an H. Please email it directly to me at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:01/17/2023

  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.

  In late October 2022 I made a reseravtion through Hotel Planner for a two night stay at a hotel.I was quoted roughly $500 per night. I cannot remember the exact amount but it was less than $520.I was not told about any extra fees or taxes either. I received a text confirmation with my itinerary number H5767452 but I did not receive an invoice via text or email. We stayed the two nights and everything seemed fine. On the day of checkout,I received an invoice via text that stated the nightly rate was now $724.99 per night with an additional $406 or taxes and fees.I was charged a total of $1,855.98 for a two night stay when I expected to pay $1,100 *** with tax included.I called Hotel Planner and was told a case would be opened and they would listen to the recorded phone call and get back to me. I found out that they had my email address incorrect so I asked them to correct that. Nobody ever called me back or emailed **** have called Hotel Planner a total of 6 times and every time I was told someone would call me back and nobody has ever called to speak with me. I have also asked repeatedly for them to correct my email address but each time I call, they still have the email address misspelled. .I called hotel planner at one point and the rep I spoke to read the notes from my case and said that the recorded call was listened to and they say that I agreed to the charges that they charged me so the case was closed and this was all emailed to me.Again they did not have the correct email address so I have not received any communication from them at all. I even asked them to send me the audio file of the recorded call and if I really did agree to those charges, I would leave them alone. Still nobody has reached out to me.

  

  Business Response

  Date: 01/17/2023

  Greetings *****,

   

  I have attached the recorded call. I can confirm that you agreed to the price, and the agent put the email address in the system just as you stated it on the call. Without placing blame on anyone, the rate that was disclosed to you on any receipt from ********************************* is not the rate you paid (nor us, for that matter.) It is used only for wholesale transactions and does not represent any rate that was available at that property to the public when your reservation was confirmed. You verbally understood that you were not contacting the property itself, and the agent advised he would assist you in requesting a room close to where you originally proposed to your wife.

   

  If you should have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 01/20/2023

   
  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:01/16/2023

  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 made a reservation on 8 Jan 2023 around **** pm EST via HotelPlanner.com. The screenshot at payment clearly shows I have selected "Pay at hotel rate" and final price with tax included is $302.45 CAD for 1 Room with 2 double beds. I was happy with the deal, so I provided credit card information. The confirmation email sent to my email address says I have to pay $406.62 CAD. This was over $100 CAD price difference. When I called customer service, I was told price was in USD. Then I asked why it says "CAD" beside all prices and that I have screenshots; then I was told my claim would be put into escalation team who will email me. I never heard back. So I followed up again. After my request, I was sent an email asking to send in my screenshots. I sent in screenshots from payment which showed $302.45 CAD to pay at hotel and confirmation, which was $406.62 CAD. After 4 days, on 12 Jan 2023, I receive a response from ******************** indicating the amount cannot be changed.The website is misleading customers by showing a lower amount at credit card payment and charging more afterwards. I would like my original amount respected with "pay at hotel option". I have the screenshots before and after, attached, for your information.

  

  Business Response

  Date: 01/17/2023

  Greetings, 
  
  We are so sorry for this system error. After reviewing your photos I can see an error occurred. Since this is a "Paid at Hotel" we do not hold any of the charges, meaning we can not refund your card. We contacted the hotel, they confirmed the price they will charge is $406.62. The reason the charge is pending is because often times the hotels like to authorize the card before arrival to hold the room. 
  
  We definitely want to make this right. There are 2 options. Since there was an error, we can offer a $110.00 credit for a future booking, or we can see about cancelling this reservation for you to rebook. 
  
  Which of these 2 options would you prefer? Please email your decision directly to me at **********************************************.
  
  Regards,
  *****************************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18818790
  
  I am rejecting this response because:

  1) As mentioned by HotelPlanner.com, there has been an error from their end. Why offer a $110.00 credit for a future booking? After this extremely unfavourable experience of misleading the customer by showing one price while entering the payment information on your website ($302.45 CAD) and sending a confirmation email where I have been charged a higher price ($406.62 CAD), I do not plan to make any future bookings through your website. That is a very big error and I feels as if you are scamming the customer! I must get  $104.17 CAD ($406.62 CAD - $302.45 CAD), as a cheque or debit payment. I also wonder how many other customers go through this, because not everyone keep screenshots. They are probably left with no option to prove themselves.

  2) Further, there is incorrect information is provided in the response from HotelPlanner.com. I have selected "pay at hotel" option when booking, as evident from my attachment ********************************** Reservation.PDF). However, my credit card company told me I have already been charged on my credit card for this booking. They said it is not a pending payment. I can also see this when I login online to credit card portal. Therefore, the claim "charge is pending" as in the response provided is incorrect. They have already charged me! Why mislead the customer by showing "pay at hotel" option and then charge them right after? I should only be charged when I check-in at the hotel (in July 2023) as per this option.  Otherwise, I would not have selected this option.

  You must return my $104.17 CAD as a cheque or debit payment. 
  

  Sincerely,
  

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

  

  Business Response

  Date: 01/18/2023

  Greetings,

  
  1) As I mentioned, this is "Paid at Hotel" reservation. The price is given by the hotel, we did not choose that amount. I contacted the property on your behalf to see about getting a refund in the form of debit or check. The request was denied due to the nightly rate is $406.62. As we are not the ones that charged your card, we can not give a refund. We do not have your funds. There was obviously an error based off the photos you provided, that is why a $110 credit was offered as a gift as one of the options for compensation.

  2) I was giving you information based off the information you provided. You had said previously that the charge was pending. When a charge is pending, it is because the hotel is authorizing the card. I also asked the front desk agent about that charge going through right now. She informed me because you booked with a Corporate rate, they take a deposit of the first night stay. Since this is only a 1 night booking, that was the full amount. 

  Also as previously mentioned, you are welcome to cancel this booking free of charge and rebook. The rate whether you keep this reservation or rebook will be the same since this is the hotels nightly rate. 

   

  If you should have any further questions or concerns, please contact me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:01/15/2023

  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.

  January 11, 2023 I tried booking a room on HotelPlanner.com. I selected the room, filled out the info with my credit card for payment and hit submit payment. It did not go through and it replied that the room was no longer available. It stated that I could *********** again on the links they provided me below. I clicked that link and was able to book the exact room I previously was denied for an increase in cost. Later I received a message from my credit card company asking me to confirm a charge that was on my account. The charge was for the room that they said was not available. I contacted the hotel to ask about this charge. They kept referring to the Itinerary of the room that I was able to book. I told them I was charged for the room that I was previously told was not available. They said I was not and I needed to reply back to an email sent to me so it could be escalated and checked. I was told they would reply back to my email. They have not replied back and no one is ever available to speak with. I have waited online for over 1.5 hours with no answer. Below is the email I sent them from my credit card to them showing this.Please confirm your recent purchase *********************** | Spark Business <**************************************>To:********************* Tue, Jan 10 at 11:01 PM ******************* | Spark Business Do you recognize this purchase?About your Spark Miles credit card ending in **** Please let us know if you or an authorized user recognize the purchase below. The sooner we hear from you, the sooner we can help protect your account from unauthorized purchases.DateMerchant NameAmountOutcome January 11, 20238883O84415* OHANAWAIKI$499.41Approved They continue to deny if it was charged.

  

  Business Response

  Date: 01/17/2023

  Greetings,
  
  I would love to assist you with your complaint. I do need a few more details as further explanation. Were you charged 2 times? One time for $499.41, and one time for $513.24? When I search your email, I only see the one reservation- H6059841. If you were charged 2 times, please submit a photo of both the charges.  

  As explanation from us, rates are always subject to change due to dates and availability. Since it denied the reservation the first time you should have never seen the charge. If you were in fact charged 2 times, we will correct that error. 

  Please send your response directly to me at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18817340
  
  I am rejecting this response because: it did not respond to my original complaint. In my complaint, I sent a copy of the email showing I was charged by *********** for $449.41. You can see that even though I was told it was not available, hotelplanner.com still tried to charge my *********** Card. I should not have been told it was not available and I would not have secured another room at the higher charge. I am sending the email again from *********** so you can see it was originally charged. *********** at my request reversed the charges.

   

  
  *********** | Spark Business <**************************************>
  To:*********************
  Tue, Jan 10 at 11:01 PM
  Sign In
  
  Do you recognize this purchase?
  About your Spark Miles credit card ending in 5006
  Please let us know if you or an authorized user recognize the purchase below. The sooner we hear from you, the sooner we can help protect your account from unauthorized purchases.
  Date Merchant Name Amount Outcome
  January 11, 2023 8883O84415* OHANAWAIKI $499.41 Approved

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

  Customer Answer

  Date: 01/18/2023

  Yes I was. Let me be clear and say each amount was for a separate purchase. The $499 amount was the first purchase. This was flagged by Capitol One after I nade the second purchase of $513. *********** later reversed the charges after I spoke to their fraud department because my card was flagged for fraud. I only made the 2nd purchase because hotelplanner.com said the 1st purchase was not available. After Capitol One contacted me, I realized that the first purchase had been approved although hotelplanner.com said it wasn't available and it had not been charged. I sent them the email *********** sent me so they could see that it was charged. Because of this, I in my complaint want the first purchase, that is a few dollars less be the reservation for me, because I have a non refundable second reservation made because of their errors. The email from *********** clearly show my card was initially charged by them although they stated the room was not available. *********** reversed the charges because of me and not because of anything hotelplanner.com did. If you charge a card, the reservation should be available.

  

  Business Response

  Date: 01/19/2023

  Greetings,

  Thank you so much for your clarification. Please accept out sincere apologies regarding this situation. Be assured we are willing to do what it takes to make it right. That being said, I will be issuing a partial refund to make this reservation the total of the initial reservation amount. 

   

  If you should have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

  Customer Answer

  Date: 01/20/2023

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

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18817340
  
  I am rejecting this response because:

   

  I would like HotelPlanner.com to honor their offer to resolve the complaint. I agreed to the offer from them but they have not complied with it. ; Contact by the business
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 02/16/2023

  Greetings,

   

  Thank you so much!

   

  Regards,

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

  

  Business Response

  Date: 02/17/2023

  Greetings,

  We have honored our offer. We refunded $15.00 so you would be paying $499.

  ***************************** | **************** Representative

  Customer Answer

  Date: 02/18/2023

   
  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 **** checked and the amount was refunded to my credit card.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/14/2023

  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 block of 8 rooms at the ************** *********** with Hotelplanner.com for Nov. *****, 2022. One of the guests in my party *********************** (******************** Reference number 59764SE359085) came down with Covid-19 and was unable to attend. Her original confirmation number with Hotelplanner was H5430754. I notified Hotelplanner on November 21 of this matter and they said they would contact the hotel to cancel. When I got home from the trip, ************ informed me that I would need a positive Covid-19 test for ****************** and if the hotel said it was ok they would refund the $1,384.16 for the room. I submitted a doctor's ****** and a Covid test and ********************* at HotelPlanner said he would let me know as soon as the hotel got back to him. That was on 12/12/22 -- I have not heard from him or anyone else since even though I have tried calling and emailing virtually every day. I contacted the hotel and was told that they had okayed the refund but it had to go through the third party. They gave me the above reference number to use to expedite the refund. I still have not been able to reach anyone by phone or email to process this refund from Hotelplanner.

  

  Business Response

  Date: 01/20/2023

  Greetings,

   

  We are so terribly sorry about the delay surrounding your refund. Your refund has been issued. Please allow **** business days to see that refund reflected on your account.

   

  If you should have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 01/20/2023

   
  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:01/11/2023

  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.

  On Saturday, January 07, 2023, @ 12 pm., my interest in the Hotel Planner web site was the advertised price of the hotel rooms in **************, ****. The advertised price was $157/per room /per night. I was interested in booking two rooms. Throughout the conversation, the representative confirmed the price of $157/ per room / per night was valid. I then agreed to book the two rooms.In the recorded conversation, they will distinctly find where I said, Since I have you on the phone with a confirmed price of $157, then why dont we book the two rooms.If there was a discrepancy with the understanding of the price of the room, this was the time for your representative to CORRECT my misunderstanding and Provide the Customer the Correct Billing Price. However, the "recorded" conversation will reveal this correction never took place. The representative was allowed to process the booking request, with my understanding, and her agreeing , that the web site price of $157 was valid.Shortly thereafter I received a confirmation email. Immediately upon review, I noticed that the price of the room has been changed from the web site price of $157 / per room / per night..to $240 / per night / per room. I immediately called your web site number to ask for a correction. Through conversations with three representatives, I was told what counts is. AFTER the reservations are completed, the representative performs a re-cap. If the representative is successful in getting someone to say ok.regardless of all of the pricing that had been discussed throughout the entire reservation process, and regardless of the DELIBERATE INTENT of the representative to avoid discussing the actual cost, then Hotel Planner has completed their objective. This is a very deceptive business practice. My position is, Hotel Planner should honor the price advertised on their website, at the date and time of purchase, and as discussed with Hotel Planner's representatives. H6043599 *********************

  

  Business Response

  Date: 01/12/2023

  Greetings *******,

   

  We are so sorry to hear about the miscommunication between you and our booking agent. As my manager told you earlier today, the nightly rate is dependent on the room occupancy. There was a partial refund processed for you. Please allow **** business days to see that reflected on your account.

   

  If you should have any further questions or concerns, please reach out to me directly at **********************************************.

   

   

  Regards,

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