Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,161 total complaints in the last 3 years.
- 654 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of ************************* made on 7/15/22 Reservation date for 9/16/22 for the ********************.Hotal Planner booked the wrong type of room, smoking in lieu of non-smoking.After complaint filed with *************, they worked with hotel and cancelled reservation.I paid for the room with ******************** upon arrival at the destination, a credit was to be issued to my credit card by *************, to date they have not credited, I have called and received a ticket but was not allowed to speak with a Service Rep. I went on-line was allowed to chat, when reason for chat given chat ended.I paid twice for this room because of *************'s mistake. The staff at ******************** did more for me than *************.Booking # H5316323 Ticket # ****** I just want my credit top my credit card ending in 6242.You folks can do want you want with *************, maybe a Fine ?Thank You ***********************
Business Response
Date: 10/02/2022
Greetings,
Thank you for contacting us in regards to your inquiry. Per your inquiry, on our end we do show that a refund was processed for your reservation. However, you will need to get in contact with the agency that you booked your reservation through to confirm that they issued a the refund back to you as we have refunded their corporate card that was utilized to pay for the reservation. Please contact SnapTravel so that they can better assist you.
Regards,
HotelPlanner
Initial Complaint
Date:09/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday Sept. 10th 2022, I booked a room through hotel planner and was told by the agent after I asked about pet fees for my dog that I was being charged for ALL fees and taxes. He said the pet fee for the hotel was $10. But again he stated that I was being charged for ALL FEE AND TAXES. So I believed that ***** was the total cost of my stay. When I arrived at the rodeway Inn on Allegheny, I was told that the pet fee was 15 dollars to which I argued and stated that I had already paid the pet fee through the booking agent. She stated that I had not and proceeded to charge me TEN dollars for the pet fee AFTER she had stated it was 15. I paid the fee because I needed to bring my dog in but I fully intended to call and get a refund from either the hotel later or from the booking agent, whichever was responsible for overcharging me. I've contacted Hotel Planner several times and they state that the hotel has already approved and issued a refund but that it would take **** days, but when I called the Rodeway Inn, they maintained that the booking agent didn't charge me for a pet fee and the $10 pet fee is valid and that they did not issue a refund. They stated that booking agents never charge a pet fee. My itinerary number is H5565046. I also have a text that I received after paying that states that my booking is pre-paid but that I would need to provide a card for incidentals. This would also support that I was charged for all fees and taxes. I want a refund of the pet fee.Business Response
Date: 09/29/2022
Greetings Isaiah,
We sincerely apologize about the misunderstanding. Just to clarify, we are not allowed to charge a pet fee as the hotel has to charge directly. The taxes and fees are just a fancy way to say taxes and a small service fee charged by the rate provider. After listening to the recorded line, I can confirm the agent never said the pet fee was included in the price.
However, I have processed your refund of $10.00 as a gesture of good will.
If you have anymore questions or concerns, please reach out to [email protected].
Kind Regards,
*****************************
Customer Answer
Date: 09/29/2022
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.However, I want to point out that the agent may not have specifically said the pet fee was included, but they did say ALL fees and taxes. Any reasonable person would believe that included the pet fee. I do appreciate the refund, but I wish it didn't have to come to filing a complaint. I said multiple times that I would file a complaint.
Sincerely,
***************************
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