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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  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:06/15/2025

  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 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,
  ******* ********* / ******************************************************************

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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 on line and went to what appeared to be a doubletree hotel website and called the telephone number for the hotel and I was transferred to reservations and made a reservation. I gave them my credit card number to secure my reservation only. 30 minutes later my credit card was charged. I called the hotel back. They did not have a reservation for me and informed me that my reservation was with a third party. I want a full refund. The entire situation was fraudulent and misleading. Bait and switch. I did not want a hotel planner reservation service. I am more than capable to make my own reservation.

  

  Business Response

  Date: 06/16/2025

  Good Evening *****, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $599.08 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:06/12/2025

  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 2nights at $250 per night, my charge should have been $500 plus tax this company charged me $789.77 and now claim they will refund only $143.20

  

  Business Response

  Date: 06/13/2025

  Greetings ******, 

  Thank you for reaching out! I am pleased to inform you that a refund of $213.96 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: 06/13/2025

   
  Complaint: 23462230
  
  I am rejecting this response because:  I was overcharged a total of $270.16 they are only offering to refund $213.96
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/16/2025

  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, a refund of $213.96 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:06/12/2025

  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 was trying to contact the Sheraton in *******,** in order to book a block room for my cousins wedding. Somehow I got a representative from *************. The representative informed me that there were no blocked rooms available for the wedding. I took this false information as fact. I then booked the room for a standard rate. I told my cousin who was confused and told me there WERE blocked rooms available. I contacted ** about this and was told the reservation was non refundable. However, they would submit a request for a refund. I was told that I should expect a refund by 5/10. When I did not receive my refund I contacted Discover. Discover was unable to obtain a refund because hotel planner issued me a voucher for the reservation- $848.38. I reached out to ** who stated they would retract the voucher and place another request for a refund. However, they would be blocked out of the refund process as long as there was an open dispute with Discover. I sent documentation provided by ******** confirming that the dispute has been dropped. This process has been over a month and it has been over a week since Ive provided the documents that ** has requested. I have requested a call from a supervisor multiple times and sent numerous emails asking for an update with no answer besides automated emails. When speaking to customer service I am given no helpful information- just empty promises that my requests will be escalated and labeled urgent. Empty promises wrapped in scripted customer service jargon. The reservation was made on the premise of misleading & false information. Im sure this can clearly be reviewed since all calls are recorded. Im sure they previously reviewed my initial call and this is why they previously agreed to a refund. At this point I have very low expectations in regards to ** doing what is right. However, at the moment, I feel its necessary to warn people against ever utilizing this company for any reason. Horribly frustrating experience.

  

  Business Response

  Date: 06/12/2025

  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,

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

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23460091
  
  I am rejecting this response because:
  I have already sent all documents requested via email confirming that the dispute with ******** has been dropped. I have also received email confirmation from your dispute department confirming these documents have been received. It is a ridiculous response. Absolute nonsense. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/17/2025

  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:06/11/2025

  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.

  The company was SUPPOSED to get me a discounted rate, but they failed to make a reservation with the hotel. I had to pay for another room when I arrived. It was not the double queen I had ordered (for $487.17), but was given a king which was less money (at $387). When I complained to Lucid Travel that they needed to refund my money, they negotiated with the hotel to have the hotel refund my money ($387). However, not only was I not given the room that I PAID for, but I stayed in a cheaper room. I also was under the assumption that this company was giving the dance teams a blocked discounted rate. This seems fraudulent, as the price was far more. I have notified Talent on Parade so they are aware of truth in Lucid's "blocked" discount pricing. I have been trying to resolve this with Lucid for a month. My stay was May 16th-18th at the ***************************, **. Finally tonight the customer service agent notified me that after talking to the hotel, the hotel refunded me the $387.

  

  Business Response

  Date: 06/13/2025

  Greetings, 

  Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund of $387. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23458021
  
  I am rejecting this response because I paid Lucid Travel $487.17 for a double queen room which i did NOT receive. I received a King room which was refunded to me (******). Lucid Travel owes me the difference at the least. They were supposed to be a discount for blocked room. The difference was $130.98 for the room I did NOT receive.
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 07/01/2025

  Greetings, 

  Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund of $387. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23458021
  
  
  I am rejecting this response because I paid Lucid Travel $487.17 for a double queen room which i did NOT receive. I received a King room which was refunded to me (******). Lucid Travel owes me the difference at the least. They were supposed to be a discount for blocked room. The difference was $130.98 for the room I did NOT receive. Please DO NOT come back with the response that the ***** gave me a refundi want the difference I paid Lucid travel for a QUEEN when I received a cheaper KING!! 
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 07/08/2025

  Greetings, 

  Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund. 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

   
  Complaint: 23458021
  
  I am rejecting this response because:

  356.16 was refunded to me from Double tree for a KING room at a cheaper rate than what i ORDERED from Lucid, which was a QUEEN DOUBLE for $487.17. No, i did NOT use the reservation that I booked through Lucid because they had NO RECORD OF IT!!! They gave me a king room instead and charged me again. Lucid owes me $131.01 for the room I booked and was not given!! Plus all this ridiculous back and forth? My time is worth something too but evidently Lucid thinks otherwise!

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

  Customer Answer

  Date: 07/11/2025

  Lucid Travel, a company that offers travel booking services, has been the subject of scam reports and complaints, with some users alleging issues with payments, customer service, and misleading information. Some customers have reported that their reservations were not honored upon arrival, despite having paid in advance, leading to unexpected expenses and difficulties. Others have criticized the company's customer service, citing a lack of response and unresolved issues. There are also reports of misleading information regarding pricing and the booking process. 
  Here's a breakdown of the issues:
  Payment and Reservation Issues:
  Some customers have reported that their payments were not properly processed, leading to their reservations not being recognized at the hotel. 
  Customer Service Problems:
  Several users have complained about the lack of responsiveness from Lucid Travel's customer service team, leaving them with unresolved issues. 
  Misleading Information:
  Some customers have reported that the company provided inaccurate information about pricing and the booking process, resulting in unexpected charges or difficulties. 

• Initial Complaint

  Date:06/11/2025

  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.

  Booked a room through this service without fully understanding the extreme high prices (over 2 thousand dollars for a three night stay for a 3-star hotel--comparable properties in the area rate nearly 2/3rds lower) with a 'no refunds after purchase' clause. So I protected the purchase with an insurance, and then immediately after booking, contacted the company to cancel. Was given the extreme run around with several threats of not refunding the money. Called multiple times. No remorse, no sincerity, and told that they'd have to withhold the funds for up to ten days while they wait. Told over and over again about their policies. Asked to speak to management. Was told multiple times a manager would have to call me, but never received any calls. They are currently holding over two thousand dollars despite that I contacted them minutes after booking when I realized what exactly I'd purchased. Extremely frustrated, extremely dissatisfied, and currently waiting for a call back or a ten day waiting period while they determine my eligibility. I was kind, persistent, professional, AND I bought insurance. The website is misleading regarding prices and amenities, and they are giving me extreme challenges in refunding an amount of money that is equal to my mortgage. Clearly this company cares nothing about its customers at ALL.

  

  Business Response

  Date: 06/13/2025

  Greetings ****, 

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing back from you and assisting!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 06/13/2025

  Hello *******, thank you for reaching out. My name is **** ********. I reached out regarding H11600350. I made a reservation through your website for 6/20-23 next week in *********, **. I made a mistake in the booking city and I need a refund. The total price is over 2000 dollars, which is just an enormous amount of money for a person with two kids on a fixed budget. I have thoroughly read your company policies, as well as the policies related to the trip protection I put into place. But the truth of the matter is this--I made a mistake, and I'm asking for a refund. 
  
  
  Here is my history with your company thus far. After realizing my mistake and reading through the policies thoroughly, I called for support, verified my trip information, then asked for customer service. I then verified the information again. (This will become familiar--verifying, then verifying again, every call). I spoke to someone and relayed my concerns. They indicated they couldn't help me, so I asked to speak to a supervisor. I was told that my call could not be transferred, and that a supervisor would call me back in 1-2 hours. 
  
  
  No call. Four hours later, I called back. Same process. Also told they could not transfer my call and someone would call me back in 1-2 hours. Waited 10 hours, then called back. Same process. Same promise. Three hours later, I called back. Same process. Same promise. Another three hours, on my fifth attempt, someone finally listened to me and put me on hold while retrieving a supervisor. 
  
  
  He was very kind and listened, but said he couldn't help me, and that he would send it on to the 'escalations' team. But that it might take 3-10 days for them to respond. Meanwhile, an enormous sum of money from my bank account is being held. This is a huge hit for me financially, and I caught my mistake so fast. 
  
  
  I'd like to request a complete expedited refund asap, please. It is my hope you can help me. 
  
  
  I'll keep an eye on this Email, but you are also welcome to reach out to me at ************. 
  
  
  Thanks for listening --**** ********

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: All they did was ask me to Email them. I have not received my money back yet. This marks attempt number 7 with no resolution. (Also, I highly believe the person who responded to the Email here was just an AI--that same message from that same woman is on every complaint on every site, word for word, verbatim.)
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/16/2025

  Greetings ****, 
  
  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing back from you and assisting!
  
  Kindly, 
  
  ******* Planelles 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: I already provided my number. You sent the same response. The ****** the DECEIT, the MISINFORMATION, the TRIALS, the LIES. I would NEVER EVER work with your company EVER again. I'm 46 years old and this is the FIRST time I have ever reached out to BBB. This transaction feels akin to getting my identity stolen. Refund my money immediately. Since the ** that is responding as "*******" seems to have missed my previous message, my number is H11600350. Is that sufficient? What reason can I expect you to stall next? I've called your company no less than 18 times. And the hotel, for 3 hours, to get my refund approved. The amount of negative reviews I find about your site online are staggering. I can't believe you are still running as a business. 
  
  Sincerely,
  
  **** ********

  

  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, 

  ******* Planelles 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: Nothing has been resolved. 
  
  Sincerely,
  
  **** ********

  

  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, 
  ******* Planelles 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: STILL nothing is resolved!
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/26/2025

  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 to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: Lies. Just pure lies. The company has already provided the approval. You got it over ten days ago. Still no refund. And here you are saying they didn't approve it. This is still not resolved, and you still have over 2000 dollars of my money. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/01/2025

  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 to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23457673
  
  I am rejecting this response because: That simply isn't true. I've been in contact with YOUR company who already requested the approval! I get the feeling you are sending out some automatic responses and not actually even checking my file. I have these calls documented. In detail. Give me my money back. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/11/2025

  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.

  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:06/10/2025

  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.

  March 27, 2025 $962.29 My issue does not involve any advertising, I had gone online to look for hotel rooms. I found **************** in ***********, **. When I proceeded to check out, I used the ****** option, which never game me a chance to review the hotel, dates, etc. It just went through and confirmed the booking. This was in the morning of March 27th. That evening, I called the hotel directly and spoke with a man and explained what happened and cancelling my reservation with a refund would be no problem. I was told the company where that was used was to call the hotel directly about the cancellation/refund. I contacted *********** (Hotel Planner), they told me they reached out to the hotel and was told the refund was unable to be done. "They have exhausted all avenues in trying to get this refund." I filed a complaint with ******, and they ended up closing the case stating the merchandise was delivered. After I called the hotel directly, they sent me an email cancelling my reservation. This is why I have a hard time believing this website could not get my refund when the hotel had told me I would be able to and were fine cancelling the reservation. I am looking for a full refund as this was going towards a family vacation which cannot happen now because of this loss.

  

  Business Response

  Date: 06/11/2025

  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: 06/20/2025

   
  Complaint: 23452689
  
  I am rejecting this response because:

  I do not want the case closed until a refund has been issued. Please keep looking into my complaint. Thank you!!! 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/23/2025

  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,

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

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23452689
  
  I am rejecting this response because I have attached screenshots from an email I received through pal. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/01/2025

  Here are screenshots that I received through Pay Pal in regards to disbuting the charge. 
  

  reneee

  

  Business Response

  Date: 07/02/2025

  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: 07/12/2025

   
  Complaint: 23452689
  
  I am rejecting this response because:

    Im waiting to hear from the hotel on who was on shift the night I called when they said it was fine to cancel and get a full refund. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  Ive used hotel planner on two other reservations without issue. This reservation though, did not go well and customer service was incredibly rude, leaving me on the line and never returning AND hanging up on the hotel manager when trying to handle the situation. I got confirmation of my reservation. $346.13 USD Was withdrawn from my account two months in advance for this reservation. Got to the hotel and there was no reservation for us. Spent 45 minutes to an hour trying to resolve via phone. No resolution. Hotel planner isnt sure who they sent my money to. Filed a support ticket immediately and they have been dismissive of my requests for a timeline of resolution. Were now three months after scheduled hotel stay and no resolution. They have been extremely difficult to reach via phone, sometimes saying your reservation code isnt found, sometimes saying reservation has been cancelled (with no email or other notification of such) then when you finally speak to someone, they confirm isnt not cancelled. Frustrating experience We ended up having to find another hotel, on short notice, at night, internationally, while raining and with all of our luggage.

  

  Business Response

  Date: 06/11/2025

  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 

  

  Business Response

  Date: 06/12/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $346.13 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: 06/17/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $346.13 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: 06/24/2025

   
  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. Although I feel that this situation could have been managed in a more timely manner by Hotel planner, and with better customer service. 
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:06/09/2025

  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 booked a hotel room and was told on the phone, and told it was refundable. The service cancelled my reservation by mistake and then was reinstated when I realized the error. When I decided to cancel that reservation, I was told it was non-refundable! I was my money back!!

  

  Business Response

  Date: 06/11/2025

  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 

  

  Business Response

  Date: 06/23/2025

  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 ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 06/24/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a refund of $974.31 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: 06/26/2025

   
  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,
  
  ********* ******