Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,151 total complaints in the last 3 years.
- 649 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:06/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/4/2024, I set up Hotel at the ******************* in ******* (**********) **. That same day, the Hotel was cancelled. I was advised that I couldn't cancel, but they would allow me to use my $476.88 for a room anytime. However, I would need a voucher. I have called over and over, because I would like to take advantage of the voucher to use on my vacation in ***. I have called, over and over. I have given my email address and phone #. I was advised that they are sending it over. As of 6/11/2025 @ 6:14 est. I have not received any voucher. I have called to speak with management, no one will give me a name or anything.
Business Response
Date: 06/13/2025
Greetings,
I have exciting news to share! I am pleased to inform you that a voucher for the full amount of $476.88 has been issued to the email '***********************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* Planelles
Initial Complaint
Date:06/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently booked a 2 night stay in ****************. I did not realize the number I called was with Hotel Planner and not directly with the Hyatt. The person I spoke with did not inform me that we were not talking with ***** and this was a third party service. I believe this to be a deceptive business practice as well as a misrepresentation to the customer. Furthermore, the booking I needed was in a block of rooms at a discounted rate. The customer service representative told me he saw the block of rooms and booked us at the discounted rate. Later, when talking to ***** directly, they told us this would have been impossible, so I believe the customer service representative also lied to me when making this booking. Because of this misrepresentation, we will be needing the amount refunded in full. We will not accept any fees being taken out. Please have this processed as soon as possible because the fee we were charged is approximately double the amount this should have been. If the customer service representative would have informed me that he did not have access to the block information, we would have never used this serviceBusiness Response
Date: 06/09/2025
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,
******* Planelles
Customer Answer
Date: 06/09/2025
The business response did not confirm they were processing a full refund. If we could get that confirmed we will be satisfied with this response
Thank You
Customer Answer
Date: 06/10/2025
Complaint: 23441728
The business response did not confirm they were processing a full refund. If we could get that confirmed we will be satisfied with this response
Thank You
****** *****Business Response
Date: 06/11/2025
Good Evening ******,
I come bearing happy news! I am pleased to inform you that a full refund of $821.03 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: 06/11/2025
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,
****** *****Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $821.03 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,
******* *********
Initial Complaint
Date:06/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a room for a soccer tournament for my son. Upon arriving at the hotel I noticed a very strong mildew smell. When I arrived to my room there were fans and dehumidifiers on the floor. We then went to the pool and there was mold EVERYWHERE! I immediately made my son exit the pool due to him being immune compromised. I asked the front desk manager to cancel my reservation and refund. She agreed to cancel and advised I needed to contact Lexyl travel (hotelplanner.com) which I did immediately. They called the hotel to confirm acceptance of a full refund. The hotel agreed. I never received the refund because I opened a ****** dispute and the company refused to refund me. ******** the front desk supervisor had already refunded Lexyl travel the full amount on 6/2/25. Lexyl travel refuses to refund me! They have kept the money I paid to the hotel that rightfully should be refunded back to me. This has been a complete nightmare and has caused an immense amount of stress and more money since I had to find another hotel for that weekend. Since Lexyl travel (hotel planner) has been refunded- they should refund me back the money I was promised back.Business Response
Date: 06/09/2025
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: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $479.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refud 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: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $479.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refud 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:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to follow up on a refund promised to me after I made a reservation on May 7th, which turned out to be misrepresentedthe listing was advertised as a hotel but was in fact an Airbnb.Within 24 hours of booking, I called to clarify the listing and was assured by your representative that I would receive a full refund within 210 business days, despite the non-refundable policy. I was also told the refund ticket would be expedited due to the inaccurate ********** has now been over 18 business days, and I have not received any refund. Additionally, my bank declined the dispute due to the stated cancellation policy.Given that your representative verbally overrode the policy based on false advertising, I kindly request this refund process immediately.Business Response
Date: 06/09/2025
Greetings,
I have exciting news to share! I am pleased to inform you that a voucher for the full amount of $468.2 CAD has been issued to the email *********************** To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.
Kindly,
******* PlanellesCustomer Answer
Date: 06/10/2025
Complaint: 23436792
I respectfully reject their offer of a 50% refund in the form of a voucher for the following reasons:
On May 8th, I spoke directly with a representative from the business who assured me that I would receive a full refund of $936.40 due to the misleading nature of the booking. The property I reserved was advertised as a hotel, when in fact it was an ******, which is materially different and a serious misrepresentation.
During this call, the representative did not mention anything about a partial refund or a voucher. He stated clearly that the refund would be processed and expedited within 2 to 10 business days.
After this phone call, I received a cancellation confirmation, followed by a message offering a voucher. This directly contradicts what was communicated to me during the call, and it has caused further confusion and inconvenience.
I am currently in debt because of this unresolved issue. I used my credit card to make the payment, and I was financially burdened as a result of the misrepresentation and the delay in resolving the matter. I am simply asking for what I was promised in good faith: a full refund to my original payment method.
Therefore, I kindly request that the business honor the original commitment made by their representative and issue the remaining half of $468.20 to my credit card. Anything less is unacceptable, given the circumstances.
Thank you for your time and support in helping resolve this matter fairly.
Sincerely,
***** ******Business Response
Date: 06/16/2025
Greetings,
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. As a gesture of goodwill, a voucher for the full amount of $468.2 CAD has been issued to the email *********************** To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.
Kindly,
******* PlanellesInitial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 19, 2025, I was looking at hotels in ************, **. I looked at the ***************** and was about to book it, but found a *********** for much cheaper. I booked the Hampton. However, I was charged for the room at the *******, even though I never confirmed it, nor did I receive any confirmation number or any email at all. The hotel confirmed it was a no-show. I want a refundBusiness Response
Date: 06/09/2025
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,
******* Planelles
Customer Answer
Date: 06/10/2025
Complaint: 23436213
I am rejecting this response because:They have rejected my request for a refund, before I contacted the BBB.
Sincerely,
***** ******Business Response
Date: 06/13/2025
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. As a gesture of goodwill, we have issued a $100 voucher for this booking. 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: 06/13/2025
They never emailed a confirmation to me. I was completely in the dark until I was charged.Customer Answer
Date: 06/13/2025
Complaint: 23436213
I am rejecting this response because: It does not cover my entire expense. Also, to prove my case, I was never emailed a confirmation.
Sincerely,
***** ******Initial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Third party, Global Privileges, **************Business Response
Date: 05/12/2025
This guest had paid, $495.92 not $1004.77, Front desk agent had provided me with the information of this customer stating when she checked in guest came off as being super racist. Her attitude wasn't right even before she checked in. Despise the racial profiling towards my front desk agent she kindly asked she will be shifted in a different room where there was no issue. The reservation is non cancelable and non refundable no matter what the scenario. Because it's done through third party we can not refund, if we were to refund it would directly go back to the third party virtual credit card not the guest card. But again she wasn't in the mood to even understand the situation because she was too busy racially profiling my employee, this guest was looking for nothing but trouble as soon as she walked to check in. This is most defiantly a case of fraud so she can get the money back even though its a non refundable reservation. She did agree upon these terms and condition while she was booking the reservation so everything was done within legal rightsCustomer Answer
Date: 06/03/2025
Our hotel dates were April 10 through April 17. I book the reservation through a third party. The carpeting in the doorway of our room was shredded, the room was musty smelling and dirty. We arrived late so we had to stay the night, total cost was $1004.77. The next day i ask to be transferred to another Super 8, they would not accommodate so I checked out before 11:00 am on the 11th and went to a Super 8 hotel in ******************* and paid for that stay too. I have contacted two people and was told I would receive an email but have not heard from anyone as of today. Our hotel itinerary number is *********. To make matters worse, when I called the local number to be see if they would transfer us to another Super 8, ******* told me she did not need to hear any more complaints from me.Business Response
Date: 06/04/2025
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: 06/17/2025
Greetings *****,
Thank you for your patience! The terms and conditions for your hotel booking are listed as non-refundable, but we are providing a hotel credit towards any future stay for the full value of $300. The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 365 days from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim. Your hotel credit is in the form of a voucher and will be issued within 2- 3 business day. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 06/18/2025
Greetings *****,
Thank you for your patience! The terms and conditions for your hotel booking are listed as non-refundable, but we are providing a hotel credit towards any future stay for the full value of $300. The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 365 days from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim. Your hotel credit is in the form of a voucher and will be issued within 2- 3 business day. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:06/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 18, 2025, my fiance mistakenly booked a room for me at the Holiday Inn in ********* ** with Itinerary # ********** The only confirming email I received was from Refund Protection, which made it look like the charge for the reservation was $******. However, my credit card was actually charged $******.
We quickly realized his mistake and I immediately called Hotelplanner and spoke with Abigail. While I waited on the line, she called the Holiday Inn and canceled the reservation and confirmed for me it was canceled and further told me there was no reason I would not receive a full refund. Then, Alvin S. sent me an email saying "Hotel Approved Full Refund Verbally" and my refund was being processed but it would take 10 business days. On May 28, 2025, I received two installments toward my refund, one for $52.12 and the other for $159.18. However, I am still owed the remainder, which is $******.
This is a fraudulent scheme to defraud unsuspecting consumers. My fiance thought he was booking directly with Holiday Inn, but turns out it was through Hotelplanner; however, I never got confirmation of my reservation from Hotelplanner, I only received an email from its affiliate, Refund Protection. There is no transparency with whom you are doing business, and Hotelplanner uses this obscurity to its advantage. I was only able to get information about Hotelplanner from Abigail; otherwise, I would have never known with whom I was actually transacting business.Business Response
Date: 06/03/2025
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 me personally at **********************************!
Kindly,
******* *********
Business Response
Date: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $****** 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 *****************@HotelPlanner.com!
Kindly,
******* *********
Customer Answer
Date: 06/18/2025
Unsuspecting consumers may wish to join the class action lawsuit against Hotelplanner filed in the West Palm Beach Division of the Southern District of Florida called ************ ** ****l. **** ****** is the lawyer for the consumers, ***** ******** and *****************.com. Had Hotelplanner not refunded me 100%, I would have joined myself.Initial Complaint
Date:06/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 20 I booked q room at country hearth hotel in **********, ** for.1 night. I went on the hotels website, ***** I thought. Got a rate of $97 plus tax. Inused ****** for payment installment option. I received an email receipt a day or two after check out for $164! It included a free trial that I never signed up.for and insurance that I never agreed to. The last payment due June **** for.$*********** is incorrect and will be automatically debited from my account. I contacted the hotel who sent me to ****** who sent me to hotel planner otherwise known as lexyl travel technologies I have no information on an itinerary number which the automated system requires. I have gotten through to 2 customer service representatives both of whom dropped my call. I do not.want.to.ruin my relationship with ********* disputing this last payment via my bank.but.i have not.been able to resolve it through this company. I need help.because I never agreed to any services or free trials or insurance I was in the parking lot of the hotel when I made this bookingBusiness Response
Date: 06/02/2025
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 disputeIf 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,
******* *********
Initial Complaint
Date:06/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/1/25 I made a reservation through Hotelplanner.com for 1 night August 16, 2025 at ********** by ******************************* for 1 *********. Within 4 hours it was determined that I should have booked 1 night room with 2 Queen **** instead. I called and was told that I could not change the reservation, but I could cancel and rebook. I was told they would contact the hotel and request a refund on the original reservation. I booked the new reservation. Today I contacted Doubletree by ******************************* and was advised they had not been contacted about a refund. Checking my "junk" email folder I found an email from Hotelplanner.com with a voucher that MUST be used on their site only and by Sept 29 2025. THIS IS NOT A REFUND- It is junk! I was told a refund would be requested and they DID NOT contact ********** to request a refund. I want a refund immediately.Business Response
Date: 06/02/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 06/17/2025
Good Evening *******,
I come bearing happy news! I am pleased to inform you that a full refund of $229.31) 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: 06/18/2025
Good Evening *******,
I come bearing happy news! I am pleased to inform you that a full refund of $229.31) 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: 06/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* Ellen *****Initial Complaint
Date:05/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a hotel reservation with hotel *********** for July 25th to July 29th at the ******************** a destination by ************ When I checked the price it said it was 76% off and the total for 4 nights was $238.98 CAD. Once I completed the reservation and received my confirmation email I was charged $751.95 CAD. I was charged $513 CAD more than the reservation. I have photo and video evidence proving the price. I called hotel planner May 22, they said they would get back to be after escalating writhing ***** business hours, however I called today and they have no answer for me. I cant even cancel the reservation to get my money back. They have overcharged me by $500 and wont even refund me for the error. I have pictures and videos proving my price. I have sent them all the information. I cannot seem to attach it here as it is over 5MB. If there is another way to send the documents please let me know.Business Response
Date: 05/28/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 06/03/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $547.30 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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 06/04/2025
Greetings Talia,
Thank you for your patience! I am pleased to inform you that a full refund of $547.30 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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 06/18/2025
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,
***** Fazliyan
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