Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,154 total complaints in the last 3 years.
- 651 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:06/20/2025
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 called thinking o was speaking to the Hilton in ********** IL. I scheduled a room for July 17th thru July 20th. Finding out I would need a room on the 16th I called back and booked. I spoke with a man that told me to make sure I let front desk know of the reservation on 17th to stay in the initial room. He booked for June 16th. I called spoke with the multiple times they said they reached out to ****** and my request was denied. This was over a weeks time. I got the number to ****** spoke with accounting that said yes it was denied because this company said plans changed. This is when I found out I was speaking to a 3rd party company that requested my room for the wrong date under Expedia. They said they had not received the email from ****** to refund my money. I sent the email from my email. These people are not representing who they really are, not honest with the hotels and I am having a issue getting my money refunded. This was thier error they put June 16. This should be criminal. *****************************
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,
******* *********
******************************************************************
Business Response
Date: 06/26/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $127.50 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,
******* *********
Business Response
Date: 06/27/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $127.50 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:06/20/2025
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 made a reservation by calling what I thought was the courtyard by ****************************. ************************************************ It was intercepted by hotelplanner.com (I found this out after hours on the phone with the hotel, with Expedia, etc.)I needed to change my reservation, so I called the hotel gave them the itinerary number and they could not find it as this was the wrong reservation number. They told me the reservation had been made through *******. I contacted *******. They had no knowledge of this reservation. The reservation number did not fit with what they used as numbers for reservations. I finally saw that on the email that was sent to me. There was a phone number. That number redirects to a call Center in *****. Impossible to get any information there. They tell you you will be called back that the refund is on its way and that you will get it within 10 days.I paid $469.85 for two nights in this hotel and then I had to buy insurance for $45.81 The total cost of the scam was $515.66Business 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: 06/24/2025
Complaint: ********
I am rejecting this response because:i am writing to formally contest this companys non-response and failure to issue a promised refund for a deceptive hotel reservation placed under Case #********.
When I attempted to call the Marriott in **********************, my call was intercepted by HotelPlannera fact I only realized after being charged $515.66, which is significantly higher than the hotels standard rate. At no point was it made clear that I was speaking with a third-party booking service, nor did I knowingly authorize a booking at an inflated rate.
On top of that, I was charged $45.81 for cancellation insurance, which reputable hotels do not charge separately. This tactic is misleading at best and fraudulent at worst.
I have now been waiting over 20 days since being told that a refund would be processed within 10 days. Your failure to follow through, combined with deceptive booking practices, leaves me with no choice but to escalate the matter:
I have filed a formal complaint with the Better Business Bureau
I am in the process of contesting this charge with my credit card company
I have retained counsel and intend to pursue legal action for fraud and deceptive business practices if I do not receive a full refund immediately.
This is your final opportunity to resolve this amicably. I expect a full refund of $515.66 within 48 hours, or I will proceed with legal action and further reporting to consumer protection agencies and platforms.
**************************************
Case #: ********
Sincerely,
****** *****Customer Answer
Date: 06/26/2025
I attached the latest text message. I received yesterday telling me they had processed the refund of the hotel reservation and that it would take 7 to 10 days to see it in my bank account.. This is an absolute lie as they sent me the same message (As you can see above yesterdays message, both attached) three weeks ago!
They are just buying time. This business needs to be shut down. They are scamming people all over the world. I am going to see a lawyer.
Customer Answer
Date: 06/26/2025
I attached the latest text message. I received yesterday telling me they had processed the refund of the hotel reservation and that it would take 7 to 10 days to see it in my bank account.. This is an absolute lie as they sent me the same message (As you can see above yesterdays message, both attached) three weeks ago!
They are just buying time. This business needs to be shut down. They are scamming people all over the world. I am going to see a lawyer.
Customer Answer
Date: 06/26/2025
I attached the latest text message. I received yesterday telling me they had processed the refund of the hotel reservation and that it would take 7 to 10 days to see it in my bank account.. This is an absolute lie as they sent me the same message (As you can see above yesterdays message, both attached) three weeks ago!
They are just buying time. This business needs to be shut down. They are scamming people all over the world. I am going to see a lawyer.
Business Response
Date: 06/26/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that a full refund of $515.66 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: 06/26/2025
Complaint: 23496360
I am rejecting this response because:I have been told this exact thing before I was going to get a refund between seven and 10 days it has been three weeks, and NOTHING. I have no reason to believe this woman, as she is part of this company, and these people are crooks.
Sincerely,
****** *****Initial Complaint
Date:06/19/2025
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 booked a hotel room by calling on June *******. The room was booked for August *****, 2025. I believed I was speaking directly with the hotel during the call. They informed me that the hotel was sold out, then said they were able to find one room available if I booked immediately and gave me the price. I was told this was a very busy season and I needed to book right away or the room would be sold so I booked. I was deceived into believing I was speaking directly with the hotel. After receiving booking confirmation from a separate entity, I called the next day and asked for a full refund. I was told I could only receive a refund for half, but they would file a request to refund the other half. I called the next day and was told the same thing. I called a third day and was told the request may take 2-3 business days to process. It has been over 7 business days and I have gotten no response or follow up on the multiple requests from this company. Also to note, when I originally spoke with them about cancelling, I stated that I did not want to cancel unless I would receive a full refund, because it would cost more at this point to only get 1/2 back and then rebook directly with the hotel. They said they understood and agreed to this but then cancelled my reservation after that initial call and have since only refunded half.Business Response
Date: 06/20/2025
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
******************************************************************Customer Answer
Date: 06/21/2025
Complaint: 23494689
I am rejecting this response because:
We understand you are working on this, which we appreciate. What timeline are you making a decision on?
Sincerely,
***** TrainerBusiness Response
Date: 06/24/2025
Good Afternoon *****,
I come bearing happy news! I am pleased to inform you that a full refund of $656.06 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: 06/30/2025
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,
***** TrainerInitial Complaint
Date:06/19/2025
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 requesting a full refund of CAD $579.43 for Itinerary H11670436 due to misleading and deceptive communication by HotelPlanner.On June 18, 2025, I booked a 6-night stay (Aug 2228) at ******************* through HotelPlanner via my ****** corporate account. The listing showed a Standard 2 Queen Family Room for 2 adults and 2 children, including breakfast, for CAD $507. My husband called the number provided and was quoted CAD $579.43, which the agent confirmed was fully refundable until Aug 22. I proceeded with the booking.That evening, he called to confirm breakfast and found that only one guest was listed. As a result, the hotel would charge USD $35/day extra for the other guestsnearly CAD $285 more. When I asked to cancel and rebook correctly, I was told Id be charged a USD $386.59 cancellation fee, even though I had been told the booking was refundable. This fee was never disclosed at the time of booking.I emailed the business owner for resolution but received no response. HotelPlanner has seen my message but has taken no action.This was a serious failure in transparency and customer care. I am requesting a full refund of CAD $579.43.Business Response
Date: 06/23/2025
Greetings,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $579.43 CAD 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,
******* PlanellesInitial Complaint
Date:06/19/2025
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 Wednesday, June 18, 2025, I attempted to make a reservation directly with The ********** in **********, D.C. I called what I believed was the hotels phone number, but I was unknowingly connected to a third-party booking service called Hotel Planner. At no point during the call did the representative identify themselves as a third-party or disclose that I was not speaking directly with the hotel. I was misled into believing I was booking directly with The Tabard Inn.Relying on this misrepresentation, I completed a reservation for one night: Sunday, June 29 to Monday, June 30, 2025, and was charged $291.20. The confirmation number provided was **********, and an additional reference number listed was H11678070.Soon after booking, I realized I had not been dealing directly with the hotel and contacted Hotel Planner to cancel the reservation. They refused to issue a refund, citing a nonrefundable policyone that was never clearly stated or disclosed during the booking process.I believe this constitutes deceptive and misleading business conduct. I was denied the ability to make an informed transaction and am now being held to a policy I was never made aware of. I am requesting a full refund of $291.20 and respectfully ask that your office investigate Hotel Planner for misrepresentation and unfair consumer practices.Business Response
Date: 06/20/2025
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
******************************************************************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,
**** ******Please be advised that I NEVER received any documentation from Hotel.Planner regarding confirmation of hotel reservation, therefore I do not have any attachments to send.
Initial Complaint
Date:06/18/2025
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.
Booking a hotel for a business trip. Believed I was booking directly through hotel but turned out to ve a third party platform. Despite entering two nights dates initially, platform booked a reservation for same day. Called service number approximately two minutes after booking confirm came through and explained error in reservation date. Individual informed me that charge was not refunable but would attempt to contact hotel directly as they were a third party. Individual stated that they attempted to call hotel twice but tgere was bo answer. I decided to call the hotel directly. Desk clerk stated that no one had attempted to call them before my call and they were at desk e tire time. Third party then sent a refund inquiry link to be completed that had an inordinate amount of information. Completed requested information to the best of my ability. Third party then sent an additional e mail stating that they coyld not process refund without additional information such as receipts etc. I believe this company is deliberately fraudulent and and scamming consumers through deceptive web link and convoluted process. Hotel itself had no problem changing my reservation to intended dates and canceling initial booking.Business Response
Date: 06/20/2025
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: 06/24/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $212.67 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: 06/26/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $212.67 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: 07/11/2025
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,
***** ********Initial Complaint
Date:06/18/2025
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 am writing to formally request a full refund of CAD $579.43 charged under Itinerary H11670436, due to serious issues with how my reservation was handled. On June 18, 2025, I searched for a hotel for our family trip (2 adults and 2 children, ages 9 and 10) to ****** and found a listing for the Magic Moment ****************** through HotelPlanner via my ****** corporate membership. The website showed a 6-night stay (August 2228) in a Standard 2 Queen Family Room for CAD $507, including breakfast. Although I could have booked online, I opted to call the listed number and was quoted CAD $579.43 by the agent, who assured me the rate was fully refundable until August 22. I agreed and proceeded with the transaction at 3:22 PM EST on June 18.Later that evening, at 10:06 PM, I called back to confirm breakfast inclusion and noticed that only one guest (myself) was listed on the reservation, asked why and is it going to be a problem, despite having stated that the booking was for my family of 4, thus a 2 queen family room. The agent contacted the hotel and confirmed that breakfast is normally included, but because only one guest was listed, the hotel would charge an additional USD $35 per day for the other three gueststotalling approximately CAD $285 extra. This brings the total to nearly CAD $865, which is significantly higher than the original CAD $507 advertised. I then asked the agent to cancel the reservation and rebook correctly, but was told I would have to pay a USD $386.59 cancellation fee, despite having been told the reservation was refundable. At no point during the booking process was this cancellation fee disclosed.This experience has been extremely frustrating. I was misled on refundability, penalized for an error in the guest count that was not mine, and offered no reasonable solution to rebook properly. I am requesting a full refund of the CAD $579.43 charged. I request this to be resolved promptly.(booking page screenshot attached)Customer Answer
Date: 06/19/2025
Hello BBB,
Just following up on this as I didnt receive response from Hotel Planner and also I dont see this complaint on BBB site, is there any way I can escalate this? Thank you.
Regards,
Business Response
Date: 06/20/2025
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
******************************************************************Customer Answer
Date: 06/20/2025
Complaint: 23483612Hello BBB,
Just following up on this as I didnt receive response from Hotel Planner and also I dont see this complaint on BBB site, is there any way I can escalate this? Thank you.
Regards,
Yilixiati FulatiCustomer Answer
Date: 06/22/2025
Hi,
still havent heard back from hotel planner on the confirmation of refund request. We are waiting for the refund confirmation as we do need to re-book hotels for our trip,
Customer Answer
Date: 06/23/2025
Dear BBB,
The business response did not confirm they were processing a full refund. Until I get that confirmed I will be satisfied with this response
Business Response
Date: 06/23/2025
Greetings Yilixiati,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $579.43 CAD 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: 06/25/2025
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,
Yilixiati FulatiInitial Complaint
Date:06/16/2025
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 was looking to book a room online and got a message saying no rooms were found for my dates at Home2 Suites in **********, ** and a number displayed that I could call. Looking back I realize I should have done more research, because I thought I was calling the hotel directly but was not. The salesman was able to find the date I wanted then proceeded to tell me Id be able to cancel up to 24 hours prior to arrival. At this point I wasnt sure if I would be able to leave a day earlier so I asked if the day prior was available and he said it was so he added that date as well. He read off the terms but I was told to wait to make it easier till he was done reading it to me before I asked questions. This happened on June 4th at 8:09pm and one of the things he said was cancel after 6/3 which was already passed so when questioned he said but Id be able to cancel up to 24 hours in advance which didnt alert me at the time since pretty much any hotel you book through allows you to cancel up to 48 hours before arrival. After I got the confirmation email, right after hanging up the phone, I realized this was not the hotel front desk since I was charged for a protection plan and after 6/3 I was already out $264 even if I cancelled. I immediately called them and a ticket was put in. I literally have called 5 times at least since then and all that is said is it is being sent to the escalation team and once approved my credit card will be refunded in 2-10 days. Ive spoken to the hotel directly and they show the room is still booked and said they cannot do anything about it. Looking back Ive learned my ******* but if the representative who works for this company says I can cancel For any reason like flight changed car trouble/flat tire I dont understand why 12 days later Im still fighting to have this cancelled. I have their emails to prove I tried to resolve this misunderstanding immediately to no avail. Please help so this does not happen to others!!Business Response
Date: 06/17/2025
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: 06/20/2025
Good Afternoon *********,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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,
******* *********
Business Response
Date: 06/20/2025
Good Afternoon *********,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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: 06/22/2025
I could not see a refund on my act online so I called my credit card company this morning to verify. She could not find anything, but then said there was a note after looking further of a pending refund. However, she could not guarantee, since it was pending, that I would be refunded. I spoke to the hotel today and my reservation is still active for today and tomorrow so that leads me to believe this matter is still not taken care of. I also dont appreciate the fact they did not claim they would refund my original amount of $579.24 when I immediately called to cancel realizing that I had misunderstood the salesman on the phone as to what he was charging me for and that if I cancelled this insurance I could not get a refund for the room of $527.78. My credit card company did say they could also file a complaint if I was promised a refund and I dont get it. It has not been 10 days, but why isnt this an immediate refund like any other refund Ive done at a store? They literally charged my credit card on 6/4 and it posted 6/5 so why cant I be refunded in a timely manner. I have literally been reaching out to them for a FULL refund since 6/4 (18 days ago). I called minutes after booking when I got the confirmation email and realized it wasnt directly the hotel I was dealing with and had misunderstood what I was going to be charged for.Customer Answer
Date: 06/23/2025
Complaint: 23476223
I could not see a refund on my act online so I called my credit card company this morning to verify. She could not find anything, but then said there was a note after looking further of a pending refund. However, she could not guarantee, since it was pending, that I would be refunded. I spoke to the hotel today and my reservation is still active for today and tomorrow so that leads me to believe this matter is still not taken care of. I also dont appreciate the fact they did not claim they would refund my original amount of $579.24 when I immediately called to cancel realizing that I had misunderstood the salesman on the phone as to what he was charging me for and that if I cancelled this insurance I could not get a refund for the room of $527.78. My credit card company did say they could also file a complaint if I was promised a refund and I dont get it. It has not been 10 days, but why isnt this an immediate refund like any other refund Ive done at a store? They literally charged my credit card on 6/4 and it posted 6/5 so why cant I be refunded in a timely manner. I have literally been reaching out to them for a FULL refund since 6/4 (18 days ago). I called minutes after booking when I got the confirmation email and realized it wasnt directly the hotel I was dealing with and had misunderstood what I was going to be charged for.
Sincerely,
********* ******Business Response
Date: 06/23/2025
Good Afternoon *********,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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:06/16/2025
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 June 14, I made a reservation through **********. After receiving the confirmation email, I noticed that the hotel information was inconsistentsome parts listed a different hotel than the one I selected, and the reservation phone number provided was for a completely unrelated property.Concerned about the accuracy and legitimacy of the reservation, I called ********** immediately. I spoke with a representative named ********, who acknowledged the issue and assured me that the reservation would be canceled and I would receive a full refund of the amount charged.However, the refund I received was $205 less than the original payment. I have attempted to resolve the issue by contacting customer service again, but I have not received the remaining balance or a clear explanation.This discrepancy, combined with the misleading reservation information, has caused financial and personal inconvenience. I am requesting that ********** honor the full refund as promised and return the remaining $205.Business Response
Date: 06/16/2025
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
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $899.39 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
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $899.39 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: 06/18/2025
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. A full refund was given and has posted to my account.
Sincerely,
****** ******Initial Complaint
Date:06/15/2025
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 called the reservation number at the *************** in *********, ****** on January 7, 2025 and prepaid for a reservation for a stay on June 13, 2025. It was on my **** card ending in 3128 in the amount of $411.30. My plans changed and I called the hotel to cancel the reservation. It was at this time that I was told that they couldnt cancel the reservation because it was made by a third party provider. I spent weeks trying to determine who the third party was and every time I received a name and a confirmation number, I was told the number wasnt in the providers records, so I gave up. Today I received an email from The HotelPlanner Team that indicated I had qualified for a reward. I have never heard of The HotelPlanner Team until now.Business Response
Date: 06/16/2025
Dear *****,
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 the person at the property who approved your refund, I will be happy to reach back out.
Sincerely,
******* ********* / **********************************Customer Answer
Date: 06/16/2025
I dont have a name of anyone at the hotel, because all the hotel ever told me was that they couldnt help me because the reservation was made by a third party, but they couldnt tell me the name of the third party. I also dont understand how Ki was connected with a third party provider, because I called the hotel directly.Customer Answer
Date: 06/17/2025
Complaint: 23472106
I dont have a name of anyone at the hotel, because all the hotel ever told me was that they couldnt help me because the reservation was made by a third party, but they couldnt tell me the name of the third party. I also dont understand how Ki was connected with a third party provider, because I called the hotel directly.
Sincerely,
***** ****Business Response
Date: 06/17/2025
Dear *****,
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 the person at the property who approved your refund, I will be happy to reach back out.
Sincerely,
******* ********* / ******************************************************************
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