Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,150 total complaints in the last 3 years.
- 653 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:08/21/2025
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 room for 2 nights at the ***********, ********************, *******, August 13,14/25. When I booked it I thought I was calling the hotel front desk, it was a Sault Ste ***** number. I did question the girl I was speaking to are you at the hotel? And she said Im the reservation desk. So Im thinking shes at hotel. Then when she pronounced the city wrong I questioned that, and she laughed. I then had to cancel and when I called the hotel was told I booked thru 3rd party, Lexyl. Which I had no idea I was. I was not informed youre automatically charged for one full night if cancelling even a week before! I was not told this. I got refunded one night, which I learned was a converted amount from usd to cdn.. I called Lexyl and was told a ticket to expedite my complaint was created. *** also sent emails to support at Lexyl with no response. Ive heard nothing further. I want my second night refunded $284.80.. now when I try calling, the number says it does not accept incoming calls. Dealing with Lexyl has been nothing but lies, deception and thievery. My friend and I are seniors, on fixed incomes looking at a little getaway and to lose this amount is not easy for us. Companies like this are so wrong, to take advantage of people as they have, its in essence stealing. I hope you can help me out. My reservation number was H12251610. Thank you.
Business Response
Date: 08/22/2025
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: 08/23/2025
Hello, Ive repeatedly tried doing this on my own, have been told there was not one but 2 tickets created and the second one was to supposedly expedite things. The company has not got back to me, via email and now the phone number no longer accepts calls and so if I choose the options given if I understand them correctly, option 1 would be me accepting their word that theyre looking into things and the case would be closed, but I dont trust their word. And option 2 Im totally discounting what theyve said yet Im holding onto hope theyre not being deceptive again. Id prefer to continue to have BBB involved until there is resolution, so what option is this??
Thank you for your assistance
Business Response
Date: 08/25/2025
Good Morning ******,
We appreciate your patience! I am pleased to inform you that a full refund of $412.97 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: 08/25/2025
Good Morning ******,
We appreciate your patience! I am pleased to inform you that a full refund of $412.97 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: 08/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:08/21/2025
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 8/21/2015, I telephoned ************ "Reservation Support" listed on the internet for Holiday Inn **********. I made a reservation for Sept 7, ************************************************************************** order to cancel free of charge. Receptionist told me no cancellation is allowed unless I buy "Refund Protection Plan" for $14.71. I bought plan and receptionist then advised no notice was required with plan for cancellation to be free of charge. Receptionist then emailed me a confirmation of the reservation (Hi12426054) and also a copy of a Refund Protection Plan. The Plan does not allow any cancellation except for illness with doctor's note and hurricane and similar catastrophe. I immediately called the Company and tried to cancel the reservation and the plan. Company refused and hung up on me several times. On my call back "******" claimed he did not ever hang up and moreovover had not talked to me a minute ago. Supervisor "***" repeated same policy described above. The internet is full of complaints about this company. It does the same thing again and again - multiple times this very month. Please obtain my cancellation AND refund ($135 and *****). Please get the company to stop its unethical and fraudulent business practices.Business Response
Date: 08/22/2025
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: 08/23/2025
Complaint: 23779593
I am rejecting this response because Business has not actually offered any response at all. It merely stated it was reviewing the complaint.
Sincerely,
***** ****** *****Business Response
Date: 08/25/2025
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: 08/26/2025
Complaint: 23779593
I am rejecting this response because: It is not a response. It merely states they are working on the matter. I fear I will have to take additional action. There have been more than ************************************** 2025. Please help stop business fraud.
Sincerely,
***** ****** *****Business Response
Date: 08/27/2025
Hello *****,
I have exciting news to share! I am pleased to inform you that a full refund of $165.63 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: 08/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****** *****Initial Complaint
Date:08/21/2025
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 August 5, I called a number that was listed online as belonging to *******************, ************. The phone was answered with the name of the hotel. I asked multiple times for the individual to identify he was with the hotel, telling him I did NOT want to make a reservation with a third-party reservation service. He said I had the hotel direct line. I made the reservation, for two nights for a total of $898.62. At no time did the man offer or mention a reservation insurance protection. After I hung up and the receipt came in my email, I saw the onerous cancellation policy. I tried to call back immediately for clarification and never got an answer. Twelve hours later, I tried to cancel the reservation, stating that the individual who took my reservation did so under false pretenses, by saying he was with the hotel and putting in the contract that I declined cancellation protection, neither of which was true. When calling the number in the reservation confirmation, I never received acknowledgment of my complaint, and was only refunded half of my reservation ($449.31) I requested a call review, and have received none. No one answers my calls now. I had the reservation less than 24 hours and the hotel said they would waive any cancellation penalty. I think I deserve a complete refund, an additional $449.31. My Itinerary number is H12233785, and the confirmation is **********. My friend, ******* ****, made a reservation on the same Initial phone call and has the same complaint. Her Itinerary number is *********.Business Response
Date: 08/22/2025
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: 08/25/2025
Greetings ***,
Thank you for your patience! I am pleased to inform you that a full refund of $898.62 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 *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Business Response
Date: 08/26/2025
Greetings Len,
Thank you for your patience! I am pleased to inform you that a full refund of $898.62 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 *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Customer Answer
Date: 08/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.It is a real shame that the company misrepresented itself in the first place and that I had to file the complaint.
Sincerely,
*** *******Initial Complaint
Date:08/20/2025
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 reservations for the ***************** at ***************** for Friday 7-18-25 through 7-20-25. I recieved a conformation # and Itinerary #. On the 18th when I attempted to check in, the Hotel had no record of me or the conformation. I contacted a customer service representative from **********************, who informed me there was nothing they could do and I would be refunded for the stay. On July 20th I received an email stating that my refund would be deposited in 2-10 business days. I recieved the same Email on 7-24. I waited until 8-3 and contacted them again due to no refund. I was told that they would turn this over to the investigation team and I would be updated. I called back several times over the last few weeks and everytime the same, Turn it over and you get an update. I contacted again today 8-20-25 (1 months from the email stating I would be refunded) and again no solution, just turn it over to the team to look into. All I want is the money that was withdrawn from my account. $438.28.Business Response
Date: 08/21/2025
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: 08/21/2025
Complaint: 23776244
I am rejecting this response because: Hotelplanner.com has had over a month to "look into my complaint". The only correspondence I have recieved in the last several weeks is the same thing, "We're looking into it" I was told on the 20th of July I would recieve a a full refund. I was told again on the 24th I would recieve a full refund. Recieveing another We're looking into it does not correct this issue.
Sincerely,
******* **********Business Response
Date: 08/22/2025
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,
******* PlanellesCustomer Answer
Date: 08/22/2025
Complaint: 23776244
I am rejecting this response because: They have been working on my request for over a month. I have been told they are working on it several times. But I still have not received a response to tell me the date my refund will be deposited. It was 2-10 days from July 20th. They have been working on it for a while. This answer is Unsatisfactory!
Sincerely,
******* **********Business Response
Date: 08/27/2025
Greetings,
Thank you for reaching out! This reservation was placed using a voucher, we have refunded the voucher #****** a full amount of $633.14 USD. Please let us know if we can be of any further assistance!******* *********
Customer Answer
Date: 08/27/2025
Complaint: 23776244
I am rejecting this response because: I do not want a voucher. I want my money returned. I was informed multiple times I would recieve a refund. This was stated on July 20th and again on July 24th. I would like a date when my refund will be deposited
Sincerely,
******* **********Initial Complaint
Date:08/18/2025
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 booked a hotel room thinking I was booking with the actual hotel for 8/12-8/15. I had searched the ********************** and thought I was calling them. I didnt receive confirmation by email but I did get an email that I purchased insurance and it was refundable. On 8/5 I received a text that the hotel was booked for that day. I called the number and they said they would change the dates and I would hear back. They never responded and I called multiple times. I called the hotel directly and the desk then called told me it was Expedia who told her I would get a full refund since she didnt have rooms available. I have again called multiple times and they always say they will escalate issue and get back to me but they never do. However when I ****** the phone number I used it comes up as hotel guides not Expedia. ****************)Business Response
Date: 08/21/2025
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
Initial Complaint
Date:08/15/2025
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.
On August 4, I called what I believed to be the ************ to place a reservation for August 15. During the call, I specifically asked several times if I was speaking with a third party, as I know how difficult cancellations can be through outside booking companies. The representative assured me that he worked directly for the ******** protect myself in case plans changed, I confirmed the cancellation policy and was told nothing about restrictions or fees beyond canceling within the allowed timeframe. The next day, August 5, I learned my husband had already booked a room. I immediately called to cancel my reservation with the hotel. This is when I discovered I had actually booked through HotelPlanner.com, not the hotel directly.When I contacted HotelPlanner.com, they informed me I was not eligible for a full refund. At no point during the booking process was I told this, and the representative misrepresented their affiliation, leading me to believe I was booking directly with the hotel. I am now out $224.45. Also, when they told me I couldn't get my money back, I told her, never mind, don't cancel my room, we would cancel my husband's room (not even 2 minutes after she told me) she said, "oh too late, I already cancelled your room." This is unacceptable! HotelPlanner.com is misleading customers into believing they are booking directly with hotels. I have since been unable to reach them by email or chat, and they have been unresponsive. I am requesting a full refund.Business Response
Date: 08/18/2025
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: 08/18/2025
Complaint: 23752179
I am rejecting this response because:I would like a FULL refund because the company misrepresented themselves even after I asked if they were a third party company, they said they were the Hotel Indigo. Also when I asked them not to cancel, she had informed me that it was already done. I wasn't given any chance to state my case. I am more upset that they lied and said they were NOT a third party.
Sincerely,
****** ********** BruderleCustomer Answer
Date: 08/19/2025
I'd like to add that yesterday afternoon I received a text message from who I believed Hotel *********** stating that they would issue the full refund.
I noticed the money pending in my acct. I was satisfied with the result and assumed it was resolved. Then a couple of hours later I received an email from an email account that I had sent to the company originally. Their email stated this:Refund protection has been cancelled for the following:
***************************** by IHG - H12223093: H12223093
As a result no refund requests may be filed against the refund protection coverages.
You will receive a refund for your certificate as soon as possible. If you have any questions regarding this change in status please feel free to contact us at here.
Sincerely,
Your Customer Experience Team
*******************************************And the money was re-taken out of my acct. I don't appreciate them continuing to go back into my account after the fact. I do not understand what it means by "you will receive a refund of the certificate as soon as possible, but no refund requests may be made." and still am looking for a FULL refund.
Thank you****** ********** *********
Business Response
Date: 08/19/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $224.45 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: 08/20/2025
Complaint: 23752179
Thank you for getting back with me and I appreciate you offering the full refund. I hope that you better train your operators to be honest and forthcoming when people ask them if they are a third party.I am going to reject this response for now because I have not yet received the money. Once the money is in my account, I will accept the response. I am only doing this because like I stated, on Monday I did see that the money was returned (pending in my account) and then a few hours later your company took the money out again. I don't appreciate you keep on going into my account and withdrawing the money again. What's to say you won't do that again in a few months or after I accept this response? I will be waiting for it to be deposited. Thank you again for your timely response and action to this matter.
Sincerely,
****** ********** BruderleInitial Complaint
Date:08/14/2025
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.
We booked a room as we were being seated on a plane because we were told our connecting flight was canceled. When we arrived in *******, we realized the airline made a mistake. We canceled our reservation within 52 minutes of our original booking and received an email stating our payment would be refunded. After a nightmare of a trip, no refund had been issued. After many hours of endless hold sessions, all without resolution, I was told they needed hotel approval. I followed up and they told me they couldn't get ahold of anyone at the hotel, so I called the hotel from a secondary phone in my office where Hotel Planner could hear the hotel representative state they would "okay a refund". Then, we had to exchange information for an email that had to be sent to Hotel Planner for this process to ensue. I have received numerous, what seem to be "automated responses" of the refund being processed in 10 business days. Again, we are past that. What a shame for a company to hire people to treat consumers this way.Business Response
Date: 08/14/2025
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,
******* Planelles
Business Response
Date: 08/15/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that a full refund of $201.14 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: 08/15/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that a full refund of $201.14 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: 08/15/2025
Complaint: 23748274
I am rejecting this response because: I have been receiving this same response for 14 business days (19 calendar days), much longer if you count the original email from July 8th stating that I'd have my refund in 3-7 business days. (Attached) This is not resolved. I am continuing to have to follow up on emails and banking transactions based on false promises. This company has done nothing but use backdoor tactics to keep the consumer from receiving a refund. It is my opinion that this is not a safe business platform for consumers. My time is valuable and this undertaking of a refund that should have been simple, has become a nightmare. I would advise any business entity or consumer to never use this company for booking purposes whatsoever.
Sincerely,
****** ********Business Response
Date: 08/15/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that a full refund of $201.14 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:08/14/2025
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 through Hotel Planner which gives a discount through my employer. I booked the room on 7/18/25 for the dates of 7/25/25-7/27/25. When I arrived at the hotel, they did not have my reservation. The hotel manager and myself spent an hour talking to a *** from Hotel Planner several times regarding the reservation. No one in the department from ************* that sent the confirmation emails to the hotels was answering the customer service ***, therefore, my reservation could not be confirmed with the hotel. I had to cancel the reservation through *************, and the *** said that I would get a full refund due to their mistake. I had to book through the hotel which was more expensive. I was sent an email from Hotel Planner on 7/26/25, a refund confirmation stating I would receive the refund within 10 business days and a text at some point regarding this. I emailed them on 7/31 asking for details on the text message and refund. They sent another refund confirmation email stating it would be up to 10 business days. On 8/8, I called them again since that was the 10th business day. The *** stated that the 10 days would start from 7/31 and that they had no record of the email sent on 7/26, but I have that email. On 8/14, I called once again because this was the 10th day from 7/31. I still have not received any followup email or call and still do not have my refund of ******.Business Response
Date: 08/14/2025
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,
******* *********
Customer Answer
Date: 08/14/2025
Complaint: 23747062
I am rejecting this response because: I will not be satisfied until I have my refund.
Sincerely,
****** ****Business Response
Date: 08/15/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $309.09 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: 08/20/2025
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,
****** ****Initial Complaint
Date:08/14/2025
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 feel like I have been a victim of "bait and switch" with a company that charges you one price, promises a full refund and refunds a different price. Made a reservation for a hotel on 7/2/25 with promise of FULL refund if canceled before Aug 1st. I thought I was dealing with a local booking firm in ***********,**, but somewhere along the line I got duped into making a reservation with HotelPlanner.com. I thought my credit card was being used to hold our reservation, but the **** was charged the very next day, $867.90 I canceled the reservation 2 days later and was told we would be getting a FULL REFUND. What we received was a partial refund for $593.10. That is a difference of $274.80!! I have gone back and forth with this company to resolve this, to no avail. I called about the difference the first time, and was hung on. I talked to another agent, who acknowledged the price discrepancy, agreed I have more money coming back, said he had to transfer me to another department, as he could not handle it, and upon transfer was hung up on. Next time, again upon transfer, was hung up on. Finally, a person named **** explained what I needed to do to receive a refund. She said that I needed to contact my bank and have them remove the fact that the charge was being disputed, have the bank contact hotelplanner.com that this was done and then call her back. I did talk to my bank who said the dispute had been lifted, they had sent the necessary information to the company and the funds were free to be released. When I called HotelPlanner.com back, I was told I would be receiving an e-mail A.S.A.P., as well as the remaining money owed to me, $274.80. This didn't happen. Called again and talked to a person, ******, who again said I should be receiving an e-mail confirming this conversation, as well as the balance of the refund owed. Of course, our trip has come and gone. No e-mail was received and the balance of $274.80 was not put back on our charge. Thank you for your help.Business Response
Date: 08/14/2025
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.
Initial Complaint
Date:08/12/2025
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 called to make reservations for a hotel. The first question I asked was, if the hot tub in the pool were operational. I was assured they were. I needed 2 rooms that were joined for my children. I got to the hotel and they did not have 2 rooms joined. I was going to stay anyways and hotel told me the pool and hot tub were not working. I spoke with the booking agency for about an hour and with the hotel operator. The hotel. Operator agreed for the refund. I was promised a refund through the booking agency. I have not received it.Every time I try to speak to somebody, All I get is an AI operator and a bogus phone number that leads to nowhere.Business Response
Date: 08/12/2025
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: 08/15/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $212.35 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: 08/15/2025
Greetings Mark,
Thank you for your patience! I am pleased to inform you that a full refund of $212.35 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: 08/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** Forget
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