Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,161 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:05/08/2025
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.
Reservation dates 3/28/2025-3/30/2025 PAID in full for stay $372.30 I booked reservation on 10/28/2024, 2 nights at *********** Express **********. My reservation contract states free cancellation until 3/26/2025. On 3/11/2025 I contacted hotel to change my stay from 2 nights to 1 night. I called back 3/26/2025 to hotel to confirm my stay was changed to 1 night and I would be charged 1 night, hotel confirmed. At check in 3-29/2025, I AGAIN asked hotel staff to confirm I will be charged for only one night and they said yes, reservation was updated 3/11/2025 in notes. After checkout I received email stating I was charged 2 nights. I called hotel and spoke with manager ******, she said I booked through 3rd party she cant help me. I was not aware at time of booking that I was using a look a like I thought I booked directly with hotel. I called phone number on original confirmation email, and I have been told my refund for 1 night will be submitted for refund but I have yet to receive $186.15. I have called to follow every week and get the same run around with no refund to my account.
Business Response
Date: 05/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/09/2025
Complaint: 23303109
I am rejecting this response because: the company offered no solution. I have been contacting company weekly since early April to resolve this issue and they provide the same basic statement as provided here, with no estimate of time or assurance of refund being sent.
Sincerely,
****** ********Business Response
Date: 05/12/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $372.15 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:05/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made 2 reservations with this company totaling ******. When I went to the hotel they said they were not paid by this company for reservation. I could not check in and the money I paid was not refunded. Complete theft. Please refund me the money you stole from me. When contact the company they will not help me or refund the money they stole from me.Business Response
Date: 05/14/2025
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: 05/15/2025
Complaint: 23302231
I am rejecting this response because:
You had 3 weeks to refund me the money you stole from. You had no intent on refunding me and I will never use your site to book any trips. I also will advise as many people as possible to not use your business also. So you can never do this to anyone again.
Sincerely,
****** ******Business Response
Date: 05/15/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 05/15/2025
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:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/11/2025 I booked a hotel room, a premium room. I paid for that and the hotel stated that the booking company sent over a handicap reservation and that this booking place sends that by default. I was advised by the hotel to contact the agency and I was given hotel points from the hotel even though this wasn't their error. The booking agency is claiming no fault and has stopped responding.Business Response
Date: 05/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/09/2025
Complaint: 23300542
I am rejecting this response because: their response is not a response to the issue.seens more of an automated message like they have sent before.
Sincerely,
****** *********Business Response
Date: 05/15/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Initial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/8/2024 I contacted this vendor, HotelPlanner.som to get a reservation at ********** in ***********. OR. I paid $512.36 for 2-rooms for 1-night. When I was closer to the time of our reservation, I called ********** and they informed me that they had not received any money from this 3rd party vendor (HotelPlanner.com). I contacted the vendor (HotelPlanner.com) and informed them of this fact. They had record of our reservation and informed me that they had sent the money to **********. When I requested to talk to customer service, I was put on hold and hung up on. This occurred three times. When I requested that they call Weasku Innn and explain to them that they had sent the money, they refused to do this. When I requested a refund, they refused to do that.Business Response
Date: 05/07/2025
Greetings *****,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 05/22/2025
Complaint: 23295048
I am rejecting this response because: I disputed the charge through my bank. Initially the bank credited back the funds. But as of today (5/22/25). They have applied the charge. I am awaiting documentation from the bank explaining this action. I will forward this documentation once received.
Sincerely,
***** ********Business Response
Date: 05/28/2025
Greetings *****,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 1 we called *************** in **************** **. The call was answered by someone who said it was the Grand Forks Inn. Turned out to be a booking company. We wanted to stay there. As they said they were Pet Friendly. We,my wife and I, booked a room for April 2. They said they needed our credit card and there would be no refund if we were a, No Show. We were not given any more information.We arrived at the Inn on the 2th That's win we were told, no cats only dogs.The clerk said we can not stay there with our cat,I told him we will go find a motel that would take cats and I would like a refund. They did not provide any service to us , We left. They were not pet friendly as we were told. I have no gotten a refund and was told that I would not get one.Business Response
Date: 05/06/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 06/03/2025
Complaint: 23289628
I am rejecting this response because:see attachment
Sincerely,
****** *****Business Response
Date: 06/03/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel room for one night for $251.11. I was told it was refundable up till the day before. I gave them a bank card to hold the room. I looked at my account later in week and seen that they charged my card. I called to change payment method with a credit card. I was told that I had to cancel and rebook the room. Then was told there were no rooms available so I would get a full refund for the room. I hung up the phone and called the hotel and booked a room. I looked 2 days later and seen a refund of $75.12 that was refunded to my account. I called their line back and was told by an automated machine that was all I was getting back. I cancelled a week early.Business Response
Date: 05/05/2025
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: 05/06/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $251.11 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: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $251.11 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:05/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Linked to BBB#******** - FRAUD - Elaborate scam involving Hotel Planner and Fanshield "refund protection" for fully refundable hotel booking. Filing a separate BBB complaint for Hotel Planner ************* of Booking: 4/16/25, Called **************, Hotel Planner Agent pretended to be Marriott Agent near *********** in *********, **, provided a fake confirmation # of ***********, entered my email address incorrectly deliberately and did not provide a confirmation email of any kind. The hotel was booked FULLY REFUNDABLE hence the "refund protection" that was also illegally taken out of my bank account. 4/16/25 - Hotel Planner Agent immediately stole $5,184.72 out of my account without my permission. This stay needed to be flexible as my husband is dying of cancer and that is why we are booking at ***********. ******************************, *********************** ************, ** 4/18/25 - Requested a full refund as dates of trip have changed. Original Dates: 5/1/25-5/9/25. Hotel Planner has scam India phone #'s and customer service #'s that hang up on you. No support provided and no real person to talk to about a refund. 4/18/25-5/2/25 - Email proof of contacting both Hotel Planner and Fanshield/Protecht on a daily basis to request my full refund of $5,184.72 with no cooperation. If this doesn't work, I will take legal action against Hotel Planner. I have been sent fake refund links, fake email addresses for support person, fake text message promising refund and then saying I won't get a refund. This is a scam and I want my full refund as soon as possible.Business Response
Date: 05/06/2025
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $5,181.44 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: 05/09/2025
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. Hotel Planner and Fanshield should be monitored indefinitely for deceptive and fraudulent business practices. These types of scams are out of control and morally wrong.
Sincerely,
**** *****Initial Complaint
Date:05/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 1st, I clicked on a ****** ad and got a Hilton phone number and called it. The person on the phone claimed to be part of the "Hilton Network" and then overcharged me for a hotel room. I immediately called the hotel and they told me that I was overcharged but they can't cancel it because third-party. So I called HotelPlanner and they cancelled the reservation but they refused to refund the card. They said that "time had expired" but this was a matter of hours. I will dispute the charge once the transaction has processed, but I am also going to complain to chase about this merchant. This is a scam. The "Itinerary" they gave me is H11176907. They didn't even have my email, so I never received a confirmation email until after I cancelled. That confirmation number is ********.Business Response
Date: 05/05/2025
Greetings,
I come bearing happy news! I am pleased to inform you that a voucher for the total amount of $328.05 voucher has been issued to 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.Initial Complaint
Date:05/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4-25-25, I called to reserve a pet friendly room. The very ***** representative answered the phone and said the name of the hotel, I assumed I was calling the hotel directly, come to find out I had not. I asked him if there were any pet friendly rooms available, he checked and said there was. I said I would like to book it, and I confirmed again that it was pet friendly. He said that it was. He also got my name and email and dates of stay wrong, despite my spelling and telling him more than once. Something seemed shady so I ended up calling the hotel directly and they informed me that it was not a pet friendly room. I was furious, because I was traveling with my dog. I checked my email and not only was the room non refundable, (which I dont ever book a nonrefundable room) it said I had been offered and declined refund protection. Thats a lie. After spending half an hour on the phone, I was told that I could cancel, but I wasnt getting a refund. I emailed them and told them it was unacceptable. They offered me a voucher, which I dont want, and which looks difficult to use. I want my full refund. I was sold a room under false pretenses and they didnt have the decency to refund my hard earned money which they scammed me out of.Business Response
Date: 05/05/2025
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: 05/06/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $158.42 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: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $158.42 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: 05/09/2025
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:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 20, 2025, I used HotelPlanner.com to reserve a room at a ************** for three days at a total cost of ******* CAD. I carefully reviewed the cancellation policy, which indicated that reservations could be canceled free of charge before May 27, 2025. I even confirmed my reservation directly with the hotel. Everything seemed satisfactory until I received a cancellation notice from the hotel three days later. Upon inquiring, a hotel representative explained that the cancellation originated from the third-party booking site, HotelPlanner.com. To avoid arriving without a reservation, I requested a refund, but only received a partial refund of 1029 CAD. I have not received an explanation for the shortfall. I am quite disappointed with this experience and regret using a third-party booking website. Knowing this outcome, I would not have booked through them. I am still owed 398 CAD.Business Response
Date: 05/05/2025
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: 05/07/2025
Cancellation PolicyCustomer Answer
Date: 05/07/2025
Complaint: 23276027
see attachmnt
Sincerely,
***** RamdaranBusiness Response
Date: 05/09/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Customer Answer
Date: 05/14/2025
Complaint: 23276027I am rejecting this response because:
I have not received a full refund yet!Sincerely,
***** RamdaranBusiness Response
Date: 05/19/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $942.19 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: 05/24/2025
Complaint: 23276027
I am rejecting this response because:I did not receive the full refund. I paid $1029 at the time of booking, but I've received a $942.
Sincerely,
***** RamdaranBusiness Response
Date: 05/28/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $942.19 has been issued back onto the card used to purchase your reservation, please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 05/30/2025
Complaint: 23276027
I am rejecting this response because: my receipt mentioned that I could cancel my reservation for free. So, I'm expecting a full refund.
Sincerely,
***** Ramdaran
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