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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  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:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/7/25, I called to book a 2 night stay at a hotel in **, **. The number I called was the first one that popped up online when searching for PN with a local area **de and address. The person on the phone answered with the name of the hotel. Her voice was less than **rdial, though, so I immediately inquired, "Is this ************* on US 31 in *************?" She said it was, how **uld she help me? I told her I wanted to book a 2 night stay. She sounded like she was reading from a script for the rest of the call. "We have 1 King room with a jacuzzi and bal**ny left. Check-in time is 4:00 Friday night and check-out is 11am Sunday. That will be a total of $926.27, which includes an $82.29 cancellation protection plan...." She read so quickly through the rest of her "script" that I had no clue what she was saying. I gave her my credit card number and didn't think again about it until I had to cancel my reservation due to a flare-up from my chronic ************. I called the hotel the night before the reservation to cancel it. No problem. I asked them how long it would take to process a refund. The front desk person said, "We never took any money from you-there is nothing to process." I told him that I had called the same number I did to make the reservation? He said "It looks like you booked through a 3rd party. We can't issue refunds for them. We would never have taken a deposit from you over the phone. We don't take payment until you arrive." Shocked, I s**ured my emails for the reservation info and found one in my junk email from "Hotel Planner." I immediately requested a refund. They sent me emails saying they were processing the refund and THEN reneged and said that I needed a doctor's note to receive a refund?! I told them it was **mmon for me and there is no heads up nor doctor's visit when they happen. They then said I didn't **mply with their rules and they would not be refunding any money.I disputed w/c card ** and got nowhere.I want my $926.27 back! CROOKS!

  

  Business Response

  Date: 06/30/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly, 

  ******* Planelles 
  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23529569
  
  I am rejecting this response because:

  Citibank (credit card used for booking) closed the dispute I opened with them, saying I was responsible based upon Hotel Planner's response to the dispute, where HP insinuated that I was attempting "soft fraud" in trying to obtain a refund for my hotel reservation that was canceled the day before. I have attached Citi's letter, stating that the dispute has been closed, on their letterhead. I have also attached a doctor's note stating the reason for my inability to travel. The people attempting fraud here are the ones who took $926.27 from me for a hotel reservation that was canceled 24 hours before check-in. They say I agreed to all of their terms, yet all of the receipts and letters they have used as their proof of agreement were never shown to me, nor would I ever have agreed to them if I knew I wasn't speaking to the hotel itself (which I asked specifically on the phone when making the reservation, and they assured me I had contacted the hotel directly). I need the $926.27 credited back to my account immediately.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/10/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $926.27 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/10/2025

   
  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, as long as they actually honor their word this time.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my reservations through ************* on 1.4.25 for 2 rooms at ********************************* for 6.21.25 through 6.23.25 . I received confirmation of reservations that day Itinerary #********* and H10100712 also confirmation of these reservations again on the morning of 6.21.25.. I drove from Upstate ******** to ************ the afternoon of 6.21.25 upon arrival to ************** and Suites Poconos I found a notice taped to the door stating that building is not safe for humans dated 1.3.25 This left my family with no lodging. I immediately called Hotel PLanner spoke with Ion . He offered to book my family at the Holiday Inn express at the cost of ******* dollars per room for 2 night . This was totally not possible financially . Ion then found us rooms at ************ which I had to pay out my pocket for . Ion also started a request for a refund for both rooms. I have called multiple times every day asking to speak with a manager and was told each time that I would receive a call back . I still have NOT received any calls from management . I would appreciate the opportunity to spoke to a human being regarding this issue . I ended up paying more money for a hotel that had no amenities at all . I have been told every time I call that my ticket will up be escalated to high priority but still no response . I can be reached at ************ anytime . This is a copy of the email sent to Hotel Planner .

  

  Business Response

  Date: 06/27/2025

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

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 29 2025 I was in contact with a representative from Hotel Planner. Purpose of the call was to reserve two rooms at the ************ in ***********. The agent quoted me a price for the rooms of $1986.69. I then inquired on the cancellation policy. After a lengthly discussion it became evident the agent did not have a clear understanding on the policy. I authorized a $200 deposit to hold the rooms. The agent would forward me the information on cancellation insurance policy. I received a copy of insurance to purchase and a charge for $1986.69 on my credit card. I immediately called ************* to cancel my reservation. Was informed the reservation was non cancellable. If I buy insurance I might get a refund. A form would be submitted to review reservation. Got a request via E mail to provide my credit card for a possible refund. Told Hotel Planner I had no intent to provide my card number again. Hotel Planner can contact my bank to process refund. Have not heard anything from back Hotel Planner. I did not authorize the charge for $1986.69 on my credit card.I did not agree to making the reservation. I had intended to review insurance policy Hotel Planner offered prior to making a decision. I did notice ************* has over 1000 complaints filed against them through BBB. Could use some help to get a refund. Thanks

  

  Business Response

  Date: 06/26/2025

  Greetings, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,986.69 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: 06/28/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on 6/23/25 for ***********, ***********, **. I asked the woman to whom I was speaking if she was at that motel. She said yes. That was not true. Had she said no I would have discontinued the call. Also on their web site it stated Refund Protection offered but not selected at 7:03PM CDT on 23-Jun-2025 at the time of booking, from IP address ***************. That was not true either. I was not offered such an offer. This company is extremely evasive. They will not give me a refund. I have filed a dispute with my credit card company. Thank you.

  

  Business Response

  Date: 06/26/2025

  Greetings *****, 

  I come bearing happy news! I am pleased to inform you that a voucher of $574.02 has been sent 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 

  Customer Answer

  Date: 07/03/2025

   
  Better Business Bureau:
  
  This complaint has been resolved. I received a credit on my credit card. Thank you

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 9, 2025 I called and booked a 2 night stay at *********** in **********, **. They did not inform me that I was talking with Hotel Planner and not directly with ******. I was then connected to a person that offered me a refund package that I was able to later cancel. The room rate with tax I paid for the 2 nights stay was $368.86.When I received the email conformations that afternoon I realized that I was dealing with a third party and the refund package had extreme conditional requirements that were not mentioned when I booked. On April 9, 2025 I called Hotel Planner and spoke to Yeiener and requested a booking refund because I believe this was a misrepresentation and a deceptive business practice. They agreed to a full refund to my credit card within 5-10 business days and verification email. By May 13, 2025 no refund or email was received so I called them again to get status. They said it was in the records and would a refund would be expedited with verification email and in my card account within 5-10 business days. On June 3, 2025, still no email or refund. I called a third time and received the same promise of email and refund by 5-10 business ******* this date I have not received any emails or refund from them. I am requesting a full booking refund of $368.86 and ask BBB to investigate Hotel Planner misrepresentation and failure to meet customer refund commitments.

  

  Business Response

  Date: 06/26/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

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

  Kindly, 

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

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23518437
  
  I am rejecting this response because:
  Their response is just like the responses for the each of the last three months, they are processing my refund and I should see it in 2-10 business days. I will not be not be satisfied until the money is in my card account!

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

  

  Business Response

  Date: 07/01/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $404.82 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/04/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  made reservation through hotel planner may 17 cancelled may 28 trying to get refund they have refunded have amount the amount still owed ******

  

  Business Response

  Date: 06/25/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

  Kindly,

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

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/22/25 my husband **** ****, searched for the Cobblestone on the internet & found cobblestoneinnsuitescarrington displaying a ND phone # to call *************). **** called the # believing he was calling the Cobblestone. **** told the representative on the phone that the rate seemed high for the Cobblestone & that he normally doesn't have to talk to an offsite company to make a reservation. The representative told **** We are only ones that can do the reservations for the Cobblestone. After booking the room, **** was so concerned about how odd the call was, he called the reservation company back to voice our concerns. **** spoke with ****, who explained that the extra charges were for ************* We asked for an itemized invoice & to speak with a supervisor. **** said that a supervisor wasnt available but that one would call us at ************ in ***** minutes to review our pricing. **** also said that he would escalate our case for a price review and that within 24 hours we would receive an itemized invoice explaining the charges. We still have not received an itemized invoice or a phone call. It has been 2 days. Today, 6/24/25, I called "Hotel Reservations" at ************ & asked to speak with a manager. ***** said I needed a specific reason to speak with a manager. I explained that we have not received an itemized invoice explaining the extra ************** & that a supervisor has not contacted us. ***** said those reasons werent sufficient!! ***** refused to pass me onto a manager. I am submitting this complaint because: 1) "Hotel Reservations" is NOT the only company who can make reservations for the Cobblestone. That was an intentional lie by Hotel Reservations.2) Our card was charged $546.16 for 1 room, 2 nights. Ive attached proof from the Cobblestone that the reservation was made under Expedia for $141.85/night. Hotel Reservations added an upcharge of $131.23 PER NIGHT of "fees & taxes". What they are doing is dishonest & unethical.

  Customer Answer

  Date: 06/25/2025

  I see there were some data missing in my submission.  Here is the missing data:

  Date Problem Occurred: 6/22/25
  Date(s) Complained: 6/24/25
  Purchase Date: 6/22/25
  Salesperson: "Hotel Reservations" for Hotel ***********. 
  Product/Service: Hotel room 
  Order #: H11730958
  Purchase Price: $546.16
  Payment: Our credit card
  Disputed Amount: $264.0000

  

  Business Response

  Date: 06/25/2025

  Greetings, 

  Thank you for reaching out! I am pleased to inform you that a refund of $262.46 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17 I phoned the number I found online for the ************** in *********** SD. This is a very small independent motel. I did not know that the number I called - I think it was ************ - was not the **************, but the hotels1/hotel planner booking service. The reservationist booked a room for us (in my husband ********* name since I was using his cc) for that night at the property. She did not tell me that there would be a disproportionate service charge (about 1/2 of the room rate of $83.99).I believe a business practice of not clearly identifying as a booking service and not mentioning fees is deceptive. I would like the $124.42 billing to be adjusted.

  

  Business Response

  Date: 06/26/2025

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

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

  Kindly,

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

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23512840
  
  I am rejecting this response because:

  It is not a final response; it is just a status report saying that the business is looking into the complaint.  I wish to await their final response.

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

  

  Business Response

  Date: 07/01/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of 15% the value of the reservation 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, 

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

  Customer Answer

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the *********** website to book a room and was redirected to the hotelplanner.com website without knowing. I booked my hotel room knowing the cancelation policy for *********** is a full refund if canceled within 24 hours. My room was booked for June *****. I called on June ********************************************************************************************* the room. I contacted ******* Inn directly because that is who I thought I booked through. They canceled my room without a problem but said in order to get a refund I needed to contact hotelplanner.com. I contacted hotelplanner.com and they refused to refund me. After escalating it they agreed to give me a voucher for the website for ******. I was charged $559.76. I did not was a voucher. I want my full money back because the hotel policy is no penalty if canceled prior to 24 hours. They lied and said that they could not give me the full amount because the hotel charged fees which is a lie because I contacted the hotel again and they assured me their policy is no fee if prior to 24 hours. I also will always double check that I am not redirected to a site like this and refuse to ever book through them again so a voucher is worthless to me. I want the full amount refunded to the card I used to purchase the room.

  

  Business Response

  Date: 06/24/2025

  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: 06/25/2025

   
  Complaint: 23508274
  
  I am rejecting this response because: I was told you would not issue a refund and you are not clear about what working on it means. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/01/2025

  Good Evening ********,

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that the voucher has deleted/removed and a full refund of $559.76 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to what i thought was the Westin website and saw a number to book the hotel. I booked a room for June 17th at ************ in ******** IL and then thought I better get a second night just in case. I called again and booked a second night for June 18th. I did not realize the number I called was with Hotel Planner and not directly with the Westin. When I arrived on the 17th, I told the front desk I would not need the second night and that she should cancel the second night. She said no problem and never said the booking was through some third party. I believe this to be a deceptive business practice as well as a misrepresentation to the customer. I checked out the morning of the 18th and went home. Now i see on my statement that I was still charged for staying the night on the 18th. I called customer service for **********************, and they said no refunds no matter what, period. So even though the hotel canceled the reservation 24 hours ahead of the check-in time and did not charge for the room, I still must pay because I used a third party to book the room and i thought i was calling the number for *************************. I paid $557.73 for the first night that i actually stayed at the hotel and I feel this was high but I am not disputing this charge. I would like a refund of $381.61 for the night I canceled more than 24 hours in advance and did not use.

  

  Business Response

  Date: 06/23/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

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

  Kindly, 

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

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

  Customer Answer

  Date: 06/25/2025

  A representative from Hotel Planner called me about 30 minutes ago and said they were denying my claim because the ************ refused to give a refund.

  I just called the ************ at *********************************************** Wheeling IL ************** and spoke with the Front Desk Manager ******.

  ****** said he had the paperwork from my request in front of him and he had approved the request for a refund. He told me he will be there until 3:30PM CT today June 25th and that it was untrue that the ************ had refused a refund. He told me to recontact with the third party but I do not know how to call the person back who called me.

  Hopefully someone can provide me an update.

   

   

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23501433
  
  

  A representative from Hotel Planner called me about 30 minutes ago and said they were denying my claim because the ************ refused to give a refund.

  I just called the ************ at *********************************************** Wheeling IL ************** and spoke with the Front Desk Manager ******.

  ****** said he had the paperwork from my request in front of him and he had approved the request for a refund. He told me he will be there until 3:30PM CT today June 25th and that it was untrue that the ************ had refused a refund. He told me to recontact with the third party but I do not know how to call the person back who called me.

  Hopefully someone can provide me an update.

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

  

  Business Response

  Date: 07/03/2025

  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 us.

  Kindly, 
  ******* *********
  ******************************************************************

  

  Business Response

  Date: 07/08/2025

  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. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly,

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

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23501433
  
  I am rejecting this response because: I only have 10 days to respond to your update and I still do not see any progress to resolve this issue. I feel like you are just running out the clock. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/10/2025

  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. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly,

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