Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,230 total complaints in the last 3 years.
- 606 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:11/03/2025
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.
Information affecting the purchase was not disclosed. Persuaded to give credit card information. Money was debited off bank account with no consent. Price gauging to say the least. This company does not want to refund my money that they stole.
Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request for Itinerary# H13306445. We will provide an update as soon as possible. If you have any other questions or concerns, please feel free to reach out to me at ********************************************************.
We appreciate your patience regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $808.20 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings Francisco,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $808.20 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Initial Complaint
Date:11/03/2025
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.
Booked a hotel reservation on September 13th with what we thought was the ************** but was actually Hotel planner. When asked, hotel planner stated that they were the front desk of the Searbird. I inquired why it was so quit and they stated that no one was in the lobby because it was late and assured me again that I was talking to the front desk. I made the reservation for 4 nights. When I received the confirmation I noticed that it was from a company called hotel planner, I called the Seabird and they had no reservation.. I then called hotel planner to cancel and they said I could cancel with ****** penalty. They then stated that they did not mis-represent themselves and that the fee was their policy. We decided to stay with the reservation since we didnt want to loose money. The day before the reservation we had to cancel due to a medical issue ( I have terminal cancer) and would not be able to make it. They stated they would refund our money except for the 687 and we said ok. We received an email from the seabird we were a now show and from hotel planner stating that we were a now show, so hotel planner didnt even bother to cancel the reservation or call to cancel. We talked to the seabird resort and they said that they would be happy to refund us the entire amount except that hotel planner never paid them anything. So basically hotel planner lied about who they are, took our money and then never paid the seabird resort and kept it all them selves. We are now in a constant back and forth with hotel planner always stating they escalate the issue then asking for more information. Please help we really need the money, and hotel planner basically stole it. We have given them the contact manager of the seabird, ******* and they always cant get through although while we have no problems getting through to *******. We have also provided a direct number to call and to call with them on a three way line and they declined. In addendum.Business Response
Date: 11/04/2025
Greetings *******,
Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request for Itinerary# H12703862. We will provide an update as soon as possible. If you have any other questions or concerns, please feel free to reach out to me at ********************************************************.
We appreciate your patience regarding this matter.
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings *******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund is being processed back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Business Response
Date: 11/04/2025
Greetings *******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund is being processed back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Initial Complaint
Date:11/03/2025
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.
My reservations were for one night on November 21 and a second room for November *****. It was not until I tried to cancel that I realized that I had been scammed. I paid for refund protection but was denied a refund. After calling several times, I finally received a refund of ****** out of the ******* paid. I could only speak to the person making reservations. The people that deny or approve refunds is only available through email. I would like help in recovering the entire amount. Itinerary #H12862453 and H12862402.Reservations were for **************** *******************************************************************************************************************Business Response
Date: 11/04/2025
Greetings,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that full refunds of $913.52 and $588.57 has been issued back to the credit card used to reserve your reservations. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 11/05/2025
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,
**** RecordInitial Complaint
Date:11/02/2025
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.
I made a reservation online with this website. They booked my reservation for 4 days instead of two. They then issued a voucher refund, for the incorrect amount. I need a refund of my total purchase, not a credit, as this reservation was also cancelled. They are now not responding or communicating.Business Response
Date: 11/03/2025
Greetings *******,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a refund of $526.27 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. Please keep in mind your reservation had a cancellation policy and 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,
******* Planelels
Initial Complaint
Date:11/01/2025
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 October 30, 2025, at around 8 pm, I accessed what looked like the direct website to ******* in *******, *** Said room rates Fifty plus dollars per noc. I called the phone number. She took all of my credit card information, email, etc. Gave me a charge more than expected and said there was an additional refund protection of about $9.00. I said that we wouldn't need that and she said it was just included in the price and not paying extra. I was confused and agreed to sale. Right afterward, I looked on website-- I think was the real website this time-- and saw that I was overcharged by quite a bit and didn't realize was a third party site. I cancelled right away-- but said would get refund according to policy, which meant no refund because cancelled after 6 pm, but the reservation was made after 6 pm and had just made the reservation.Business Response
Date: 11/03/2025
Good Morning Jo,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $105.18 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: 11/03/2025
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:11/01/2025
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 9/27/25, I thought I had called the number to the ***********, *************, **. I pulled the number off the Internet from what I believed was the actual hotel website. It was a correct area code for that part of the ***************** Area *************). I found that number in my recent call log on my phone and tried to call it this morning. A gentleman answered the phone, Reservation Desk and I asked him if I had reached HotelPlanner. He hung up on me and when I tried to call again after finding what I believe was the erroneous website where I first got the number, this error message popped up, This website has been blocked from automatically starting a ******* I thought I had called the actual hotel. The HotelPlanner agent told me the dates I was interested in were not available but he would check with their sister hotel, the ***************. There was availability there so I booked the two night stay for $809.05. I have since learned these two hotels have absolutely nothing to do with each other, completely different owners. When I went to check in, the *************** had me sign a registration card showing a total rate of around $425. I figured the hotel had corrected their error in initially charging too much for the room. I neglected to get a copy of that and the hotel will not provide it to me now, since they said I booked thru a third party. I have fought tooth and nail to get my refund. *** ********* (Hotel Planner CEO or owner told me he would refund me the difference). That has not happened. By pushing, they supposedly have credited my card by first $121.81, then additional $100.$809.05 - $221.81 =$587.24. So I am out $365.43 and I am requesting this additional refund. You can see the multiple issues that reveal this company is trying to get over on the public. Unethical business practices, to say the least, and then they nickel and dime you when you try to get your refund.Business Response
Date: 11/10/2025
Greetings ***,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $200.00 was sent. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* Planelles
Customer Answer
Date: 11/10/2025
I was previously told that you cant force a business to make the refund in cash. That is what I would prefer as opposed to having to do any business with this organization again. And I see there is no cancellation on any room I might book with this voucher and they have to be paid up front.Customer Answer
Date: 11/10/2025
Complaint: 24093539
I am rejecting this response because:I was previously told that you cant force a business to make the refund in cash. That is what I would prefer as opposed to having to do any business with this organization again. And I see there is no cancellation on any room I might book with this voucher and they have to be paid up front.
Sincerely,
*** *******Business Response
Date: 11/12/2025
Greetings ***,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $200.00 was sent. 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,
******* PlanellesInitial Complaint
Date:10/31/2025
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.
A one time call to book 3 rooms for 2days each for Oct 10&11 at Best Western Clearwater BC was made with a person represeting themselves as the front desk of the hotel. A charge of $333 per room per night was charged. Actual room rate was $223 per night. So a fee of $660 was charged for making one call. 3 Reservation #s are H12645197 ********************** The booking fee charged is exorbitant. Please review and adjust accordingly. Another party booking 1 room 1 night same same place same day from you was given $60 refund.Business Response
Date: 11/01/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 11/03/2025
Hello ******,
I have exciting news to share! I am pleased to inform you that a refund of $95.31 was issued for reservation #H12645197, along with a refund of $95.31 for reservation #H12645251, reservation #H12645078 was cancelled and a full refund of $473.84 was issued. 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: 11/03/2025
Hello ******,
I have exciting news to share! I am pleased to inform you that a refund of $95.31 was issued for reservation #H12645197, along with a refund of $95.31 for reservation #H12645251, reservation #H12645078 was cancelled and a full refund of $473.84 was issued. 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: 11/04/2025
Offer made and seens ok but has not been completed. Not satisfied until the party completes their obligation. Please keep complaint open for nowCustomer Answer
Date: 11/04/2025
Complaint: 24090454
Offer made and seens ok but has not been completed. Not satisfied until the party completes their obligation. Please keep complaint open for now
Sincerely,
****** *****Initial Complaint
Date:10/29/2025
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 10/29/2025, I searched ****** for Omni ******************** and called the first phone number shown. The automated system instructed me to press 1 for reservations. An agent answered only as reservations department and did not disclose they were a third-party company. Believing I was booking directly with Omni, I gave my card information and was charged $303.Later, when I contacted the Omni Corpus Christi directly, I was informed that my booking had been made through HotelPlanner, not the hotel. The rate I was charged was almost double the hotels direct price for the same room and dates. At no point was I told I was speaking with HotelPlanner or that the booking was non-refundable.When I attempted to contact HotelPlanner for assistance, the phone system disconnected me whenever I pressed 0 to reach a representative. I also received emails from Support *********************************** This experience was misleading and unfair. I am requesting a full refund of the overcharge or, at minimum, a price adjustment to the hotels direct published rate. I have documentation including Screenshots of the ****** search result and call logs,My booking confirmation,Omnis statement confirming the reservation was third-party and overpriced.I trusted I was booking directly with the hotel and instead was misled by HotelPlanners deceptive presentation. I request BBBs assistance in resolving this matter.They offered to cancel my reservation but the cancellation fee was equal to one nights rate.Business Response
Date: 10/30/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.Kind regards,
**** *******Customer Answer
Date: 11/13/2025
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:10/29/2025
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 Sunday, October 26, 2025 at 4:19 pm, I called the ******************************************************* phone # ************ on their website to speak directly with the front desk to book my reservation for a Handicap Accessible room. Unknowingly, my call was REDIRECTED to a HotelPlanner booking agent phone # ************ in *******, **. I had no idea I was talking to a 3rd party. I requested a Triple AAA discount and when I was quoted the price of my room, it seemed high, so I asked the agent if it included my Triple AAA discount and he said Oh Yeah, its in there. My bill shows no Triple AAA discount. Also, I was NOT informed of a RECOVERY FEE of $40.00 in addition to the hotel tax. My husband is disabled due to a Stroke and I am livid that we were charged more for a Handicapped room than we should have been. We paid a total of $185.26 for our ADA room. I want to be paid for the $18.52 for the Triple AAA discount we did NOT receive and be refunded for the $40.00 recovery fee.Business Response
Date: 10/30/2025
Greetings ****,
I was able to locate your reservation and would be happy to assist. We are currently in the process of reviewing your reservation request and will provide an update as soon as possible. If you have any additional questions or concerns, please do not hesitate to reach out to me at ********************************************************.
We appreciate your patience and understanding regarding this matter.
Kind regards,
**** *******Customer Answer
Date: 10/30/2025
Complaint: 24083052
I am rejecting this response because:
I called the *********** & Suites in ********* and it was fraudulent to have my call intercepted and rerouted to HotelPlanner. I was not given the option to decline the Refund/Recovery Fee, it was automatically added to my bill. Due to my husbands disability, we are on a fixed income and I would not have consented to an additional $40.00 charge. I was told by the agent (whom I did not realize I was talking to a 3rd party) that I would RECEIVE my Triple AAA discount. My Triple AAA discount was NOT reflected in the bill. If you go back and listen to the recording of the phone conversation, I was given false information. I am still requesting a credit for a Triple AAA discount for $18.52 and for the $40.00 Recovery Fee I did not consent to. To make matters worse, we were in ********* to attend my father-in-laws funeral service on Monday, 10/27 and this unexpected experience with HotelPlanner only added to our emotional stress!Sincerely,
**** CoreBusiness Response
Date: 10/31/2025
Greetings,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $58.52 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Best regards,
**** *******Customer Answer
Date: 11/01/2025
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,
**** CoreInitial Complaint
Date:10/28/2025
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.
This has been one of the worst experiences *** had with a company. I strongly recommend doing thorough research before contacting them. They sold a membership without clearly explaining the details or the cost. The representative spoke so quickly that it was difficult to understand what was being said.When I later called to cancel, I was told that cancellations were not allowed something that was never mentioned during the initial call. To make things worse, they canceled my reservations without providing any type of refund. This company lacks transparency and customer care. Their misleading practices are extremely disappointing and unfair to consumers.Business Response
Date: 10/29/2025
Hello ******,
Thank you for reaching out. Id be delighted to assist you. 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!
Kind regards,
**** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.