Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,202 total complaints in the last 3 years.
- 622 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:11/15/2022
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.
I made a reservation for a **************** hotel stay 11/07-09/2022. The ****# I called never identified themselves or said they were not the Hilton. They made the reservation for a King *** ******* view. They said the rate was non-refundable but I would be rewarded with 2 bottles of wine in the room. Upon arrival, the ****** said, that their records show the room was a Standard room, no view, no ********* had been made through Expedia. They also said, I would have to pay $100 extra for an upgrade. When I got the receipt, I noted that the actual reservations were made through HotelPlanners.com, not Hilton, not Expedia. I've made 4 attempts to contact HotelPlanners and they ignore me. Emails go unanswered. They just keep giving me an auto-reply with a "report" #******. This company is a "bait & switch" business. They're fraudulent. I want to see them shut down for fraud. I want a refund for the upgrade I should not have had to pay and I want the value of 2 bottles of wine I never received. Reservation is under H5799479. I'm the one who made this reservation under my partner's name, *********************. I'm the one who paid for the extra charges. I want a REFUND.
Business Response
Date: 11/16/2022
Greetings *****,
After reviewing the call, I can confirm the booking agent made an error. Please accept our sincere apologies for that. We have issued your refund of $100.00 for the additional fees that accrued from you getting a golf view.
Please also accept my apologies for the delay in response to your ticket. We have answer all inquires in the order in which they were received. If you have any further questions or concerns, please feel free to reach out to me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:11/14/2022
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.
I booked over the phone and was informed cancellation Was free up to 24 hours in advance. I called to cancel and was informed would have to pay a 30%cancellation fee. I was never informed of this and the lady on the phone said they could review my call. I asked for the company policy as to how long they could hold my funds. They last kept asking me to be professional which I was. I spoke in a calm tone. And kept asking for the policy every time I did she could not provide it. I asked to speak to her supervisor regarding this policy she said I was using sarcasm and hung up on me. I was merely asking for information as to when my funds would be returned. This was a very frustrating call as there was multiple times she would not answer my questions. Do not book through them. They will tell you free cancellation then charge you for it.Business Response
Date: 11/15/2022
Greetings *******,
Please accept our sincere apologies about the agent error. The reservation has been fully refunded. Please allow **** business days to see that refund reflected on your account.
If you have any further questions, please reach out to [email protected].
Regards,
*****************************
Initial Complaint
Date:11/14/2022
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.
The original transaction occurred on September 23, **** in a hotel reservation in the amount of $3,203.10 At that time, we were told that if we cancelled for a different date our funds would be returned for only "a valid reason." We were told that since we cancelled the original reservation a equivalent value voucher would be issued. We attempted to use the voucher in a June 2023 reservation. After futilely inputting the number several times and speaking to three different agents on the phone, we were told a new voucher would be issued. Afterwards, we were told we would have to wait three months since we were disputing the charge with our credit card company. All we are asking is that the voucher be issued so we can use the credit for a new reservation.Business Response
Date: 11/15/2022
Greetings,
I am having a difficult time finding your reservation using the information you provided. Please email me your itinerary number to ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Customer Answer
Date: 11/16/2022
Complaint: 18400595
I am rejecting this response because: ************ can not find my reservation. The itinerary number isH5618775. The matter is still not resolved.
Sincerely,
*************************Business Response
Date: 11/22/2022
Hello *******,
I seen you emailed me your itinerary number, and I responded to your email 11/16 at 10:16PM EST as follows.
After looking at your reservation, it went into dispute on 10/08. That is when the voucher that was issued on 09/29 was cancelled. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record,
This requires us to close your ticket pending the dispute investigation,which can take up to 90 days, and unfortunately, there is no manual override.
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 and emailed to [email protected]
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)
MUST state cardholder dropped or withdrew the dispute
MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kind Regards,*****************************
Initial Complaint
Date:11/10/2022
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.
Made reservations for Oct 20, 2022 through October 23 with Home2 Suites by ******. I found out prior to check out that ****** used a third party vendor to make the reservations. There was no mention of a third party vendor at anytime when I made the reservation or during checkout at the hotel. When I asked for a receipt at checkout, my invoice reflected $634.95. I asked why I was quoted $1,138.91 and the staff on duty could not explain why there was a difference of $503.96. When asked for the name of someone that could explain the situation, I was provided the name of ***** with a phone number and extension **********************).I contacted **** October 25/26. It took a while, but ***** explained that a third party vendor had made the reservation and the difference between $634.95 and the $1,138.91 ($503.96) was the fee for a third party vendor called "Git a Room" collected the funds and ****** would collect the $634.95 from them.At no time was I made aware that I was talking to "Git a Room", or any other third party vendor when I made the reservation. The entire time I thought I was speaking with the reservation ********** of ***** Hilton.Both Hilton and "Git a Room" were being deceitful by not disclosing that I was using a third party vendor. In fact the email I received confirming my reservation was from "****************************", which provided me with the Hilton itinerary number, check-in/check-out dates, the hotel name, address with directions. I have tried to contact "****************************" at ************ and was sent to "reservation counter.com". The representative would not provide me with a direct phone number or contact name. I asked that the issue be escalated and told that it would take 24 to 48 hours to review the call. Once the call was reviewed I would receive an email.A message was left for ***** at Home2 Hilton. Once the call is returned I will request the issue be escalated.Business Response
Date: 11/10/2022
Greetings ******,
As was already communicated by my manager, the rate that was disclosed to you on that receipt is not the rate you paid. 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. We actually paid more for your room than the amount showed to you on that receipt. The hotel and the third party (Get A Room) privately negotiate the lower cost. ************ is not part of that negotiation.
We understand your request for a refund, however, when you booked your reservation, you agreed to the listed rate. Any other rate provided to you cannot be honored or fulfilled by us.
If you have any further questions, please email me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:11/07/2022
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.
On Sunday October 29th, I made reservation at the Comfort Inn. The fee for hotal and tax was $464.37. After I confirmed the reservation another amount came up of $604, stating there was a recovery fee of $209.78. I then made a call to the hotel which informed me that it was a third party through Priceline.com. I was given the phone number for travel web at ************. That number was no longer inservice. Through research I found the name lexyl travel tech, called and stated my problem with recovery fee being added after I confirmed. The representative stated that it was a non refundable cancellation that cannot be cancelled and took my information and said someone would contact me. Further research showed hat Lexyl is actually Hotelplanner.com and is not run by Priceline. I received several emails stating, sorry for the inconvience but you cannot have a refund and can not cancel, if you do you will be charged for the full 3 days. Even though on the website stated I would be charged one day fee. To this day, no one has contacted me. I tried to send the emails so you can see how many times I have contacted this company, but was blocked from downloading the emails. I just want my money put back on my credit card and to cancel this reservation that has several subsidiares to this company and Comfort Inn do not even know who the real company is. about:blank#blocked, this whats comes up when I try to download the transcripts and emails from this company. It says sorry, account is temporary unavailable.*********************Business Response
Date: 11/10/2022
Greetings *****,
As was already communicated to you by my manager, *********************, your online booking was clearly marked with all costs to you. When you book online, the cost shown includes (negotiated) rate, plus applicable tax recovery and fees. There is a "check-box" to remind you that the reservation is non-refundable PRIOR to you clicking a button to complete your booking. Nothing appeared after you completed your booking. This reservation was processed AFTER the information was provided, and you agreed.
We did contact the hotel to see if we could cancel your reservation and receive a refund as a gesture of good will, however, the hotel declined the refund. We can only issue a refund if the hotel agrees. I understand this is not the outcome you wished for, for that, I do sincerely apologize.
If you have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:10/31/2022
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.
I made a reservation at the ************************* on 10/29/2022 through hotelplanner.com. Itinerary Number: H5774153 The person I spoke with stated that he worked directly for the hotel at their Reservation Site.I called to verify the room on 10/31/22 to make sure that everything was set up, (this is our Honeymoon), and found out through Hotelplanner.com that the room we requested was not what we reserved, but a room with no king *** and no Ocean view. Hotelplanner.com telephone ************** ************************* telephone ************ I verified the reservation on 10/31/2022 at the *************************, and then found out the following information once I called and conformed the reservation the following Monday (10/31/22):1.When I originally booked the room through Hotelplanner.com, the person on the telephone stated I would have a King *** and an ocean view, but after checking with the Hotel itself, that this is not the case.2.I asked why the fee was much higher than the website stated fee, and the person stated that they did not update the site for this time of year, which was a direct falsehood. He stated that the ocean view was more expensive. 3.The person on the telephone stated they worked directly with the hotel, and they did not, which was a direct falsehood.4.I paid the cost of the hotel reservation in full with my ******************* credit card for a total of $8,966.94, for a King *** and waterfront view, which they did not deliver in the reservation they provided.5.They are stating that they are going to withhold $1,464.49 for a cancellation fee for a product, which they did not deliver. 6.I want the full refund of $8,966.94 put back on my credit card.I have made a new reservation directly through *************************, and they have my waterfront King ***room reserved for January *****th, so the room was available at the time I made the original reservation through Hotelplanner.com, and the hotel verified this oBusiness Response
Date: 11/01/2022
Greetings,
Let me start off by saying, we sincerely apologize about the agents error when booking the reservation. We understand you experienced unacceptable treatment. However, as of 10/31/2022 at 3:09PM, a FULL refund was processed. It should take about **** business days to reflect that on your account.
If you have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
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