Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We thought we had booked a hotel using direct telephone contact with the hotel. This had been requested by the event organizer. We in fact we ended up with this booking agency. A credit card was requested. A bulk reservation had been made for this event which had a different booking process requesting direct hotel contact. We felt the card request was just a technical issue. On checkout we found our card had been charged. We dont understand how we ended up with a booking agency. We were told that our bill could not be transferred to the bulk booking and were issued a voucher. We just went to use the voucher and discovered it only had a validity of 4 months. This is the type of profit management that gives American businesses a bad name. We request that this voucher be given an extension date to at least 1 year from the date of issue or refunded. The process of hotel bookings being forwarded to agencies when the customer believes they are dealing direct is a corrupt concept. Of course its just business to the business but to clients who perhaps only stay in hotels a few times in their lives it is a double rip off. I attempted to contact them directly using contact us on their website but ended up on a fax number. It would appear this business discourages direct contact.

  

  Business Response

  Date: 04/17/2025

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! 

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  

  Business Response

  Date: 04/21/2025

  Greetings, 

  I come bearing happy news! I am pleased to inform you that the voucher's expiration date has been extended. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/22/2025

  Greetings, 

  I come bearing happy news! I am pleased to inform you that the voucher's expiration date has been extended. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made reservations on December 22, 2024 for a two night stay at ************* for April 13 and 14, 2025. Arrived on the 13th and the hotel had no record of any reservation being made. Had customer service talk with both the hotel receptionist and manager confirming that no reservation was made. The hotel made accommodation for me for one night that I paid for separately at a separate venue and was able to stay the second night as planned due to room shortages. I requested a refund which was denied because according to HotelPlanner accommodations were made not eligible for a refund. Multiple calls made to HotelPlanner to mitigate this issue with no effort made on their part and basically chasing my own tail with no refund.

  

  Business Response

  Date: 04/17/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! 

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  Customer Answer

  Date: 04/17/2025

   
  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:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13th 2025, I booked with HotelPlanner to visit my husband in ******* before deploying overseas. My reservation were booked for 3/27/2025 to 3/30/2025 in the amount of $725.60. My husband notified me on 3/20/25 that evening that were notify that were leaving the day we were scheduled to visit, and that we needed to change the arrival dates. I called hotel planner immediately to change the dates. They informed me that they could and did reschedule my dates and that I would be charged a fee for my refund and that she had submitted the request. I paid for the new reservation with the same hotel. Visited my husband before he left and a week later I was notified by hotel planner that they would not be returning my refund. This company is a scam. I paid for a refund protection and Im at a lost. Please help.

  

  Business Response

  Date: 04/18/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  

  Business Response

  Date: 04/21/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

  Kindly,

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

  

  Business Response

  Date: 04/22/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

  Kindly,

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

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23215905
  
  I am rejecting this response because:
  As explained at the time of trying to reschedule my hotel stay my husband deployment dates changed out of my control. I was told to cancel the original stay and rebook as I did. I canceled and rebooked more than 5 days before my original stay. Im requesting a full refund of the days canceled. In addition, I paid a $69 fee to be able to cancel the stay. This company is a scamming if they are allowed to keep my $600 plus dollars.

  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/21/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  Customer Answer

  Date: 05/22/2025

  In addition, my credit card was charged back this amount. I have yet to be refunded for this charge.Ive attached my credit card information of notification of charging me back.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23215905
  
  In addition, my credit card was charged back this amount. I have yet to be refunded for this charge.Ive attached my credit card information of notification of charging me back.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/29/2025

  Greetings *******, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, feel free to reach out to me personally at *********************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 9 2024 i made reservation,March 15 2025 I cancelled the reservation,no real person that i talked,I called many times still no person to talked to but the machine informed me that my reservation been cancelled I waited for my refund still did not get, I called global support talked to someone and referred me to the local hotel, I called back the global support number they are no longer in-service, who is responsible for my refund.

  

  Business Response

  Date: 04/16/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! 

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  

  Business Response

  Date: 04/28/2025

  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 dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,

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

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was given a price of $187.84 at checkout for a hotel room. Checked out at my receipt said my card was charged $239.72. They said the price had gone up but I dont know how it could go up while I was entering my card information without my being aware of this change. The room was non refundable as I was ok with the $187.84. I immediately called and was told there was nothing they could do about the issue. I also got a notification from ***** Pay that my card was charged $196.10 by this company the same day as I made the other reservation. I did not use ***** Pay for the original reservation. I have been asking for a resolution but just get the run around. Im out a total of $435.82 from this company and I would like it back as both amounts I was charged were not approved by me.

  

  Business Response

  Date: 04/15/2025

  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: 04/16/2025

  I heard this back regarding the random charge of 196.10: 

  In regards to the charge of $196.10 this amount was an authorization charged and it will also be returned to your account in 2-10 business days. Please let us know if you require any further assistance.

   

  I would like to know what an authorization charge is.  I didnt use Apple Pay that day or a device that uses Apple Pay so I dont understand how/why they could randomly charge me and I would like an explanation. 

   

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207608
  
  

  I heard this back regarding the random charge of 196.10: 

  In regards to the charge of $196.10 this amount was an authorization charged and it will also be returned to your account in 2-10 business days. Please let us know if you require any further assistance.

   

  I would like to know what an authorization charge is.  I didnt use Apple Pay that day or a device that uses Apple Pay so I dont understand how/why they could randomly charge me and I would like an explanation. 

   

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/21/2025

  Greetings *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $239.72 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly,

  ******* Planelles 

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On april 3rd, I made a booking as part of a sports team. When the event was cancelled, I received a voucher to use. I used part of the voucher and the balance was to be issued in another voucher. This did not happen. I called and was told that a voucher would be sent immediately with the balance. It was not.

  

  Business Response

  Date: 04/15/2025

  Greetings ****, 

  I'd love to help clarify! Please be advised the voucher was issued to the same email the previous one was sent to, and that the voucher might be in your spam or junk folder. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04-3-25 I called what I thought was ******************, ********************************************** for my grandson's wedding, the person answering the telephone assured me I had the right hotel and rooms were blocked off for the wedding, I asked them numerous time if this was the correct hotel for the wedding and I was assured it was, and there was a refund policy if I cancelled up to 48 hours before. It turned out I was not speaking to the ******************, I was speaking to Hotelplanner.com and the hotel was not the wedding hotel. Hotelplanner.com lied to us and refuses to refund, the hotel said they can do nothing because it's a third party that took the reservation. I'm 86 years old with health problems and a handicapped wife on a fixed income. Please help us!

  

  Business Response

  Date: 04/14/2025

  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: 04/16/2025

   
  Complaint: 23202689
  
  I am rejecting this response because: They will not refund my money, I was told I was speaking to the hotel and could get a refund, when I was really speaking to a third party.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/21/2025

  Greetings, 

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly, 

  ******* Planelles 
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23202689
  
  I am rejecting this response because:

  Your business did the same thing to my son, told him he was directly speaking to the hotel and there were rooms reserved for the wedding, turns out he was not speaking to the hotel and it was not the correct hotel, he wrote an email complaining as I did and was refunded. His name is also ******* *******.  I am still being told no refunds.  I asked three times and I was told yes three times, I was speaking to the hotel and it  was where the wedding will be.  It wasn't the hotel and the wedding is not there.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against Hotel Planner. I'm writing to express my extreme dissatisfaction with a booking made through your company on April 5, 2025.The reservation, for arrival on April 5, 2025 and check out on April 6, 2025 included a request for a hotel with an indoor pool and hot tub, as this was a birthday celebration for my husband. However, the wrong hotel was booked.Despite multiple calls to your company, I have not received any resolution. I spoke with ******** ***** and ******, none of whom provided last names, initials, or identification numbers.This error, on your company's part, ruined my husband's birthday celebration. I am also deeply frustrated by the lack of progress in resolving this issue. I have repeatedly asked how your company intends to rectify this situation, but I have yet to receive a satisfactory answer. My request to speak with a supervisor has been denied.I'm requesting an email confirmation outlining the current status of my complaint and an estimated timeframe for resolution.

  

  Business Response

  Date: 04/15/2025

  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: 04/16/2025

  Greetings ******, 

  I come bearing happy news! I am pleased to inform you that a gesture of goodwill a voucher for $60.00 has been issued to the email **********************************. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/17/2025

  
  

  Greetings ******, 

  I come bearing happy news! I am pleased to inform you that a gesture of goodwill a voucher for $60.00 has been issued to the email **********************************. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

  Kindly, 

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

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************************************************* did not receive payment from Lucid Travel, forcing me to pay twice.Despite contacting Lucid Travel multiple times, the issue was not resolved.I have attached screenshots as evidence.I am seeking a full refund.

  

  Business Response

  Date: 04/14/2025

  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: 04/16/2025

   
  Complaint: 23196008
  
  I am rejecting this response because:
  The lucid company insists on not giving me the refund.
  In February, I made a payment to The Lucid Company. However, when I arrived at the hotel in April, I was surprised to find that no deposit had been made in my name. I contacted their customer service for assistance, but unfortunately, after waiting for two hours, I still did not receive a solution. As a result, I had to book a different hotel at my own expense, and they provided me with the new hotel address. This indicates that they are unable to assist me with the original hotel booking.
  
  To complicate matters, the company has since claimed that I rejected the resort fees or room deposit, which is simply not true. I have shared the chat history with the hotel, clearly showing that they did not receive any fees. Despite this evidence, the company maintains that they are still "working to resolve the issue."
  
  Given the circumstances, I believe its important to address this matter by the Better Business Bureau (BBB). Although I have not yet sought compensation for the distress caused, especially for my little son, who was quite upset by this experience, I feel strongly that its time to take action. I genuinely hope to reach a fair and timely resolution so that we can move forward positively. Thank you for your understanding and support as I navigate this situation!
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/23/2025

  Greetings ****,

  Could you please provide us with a screenshot or a receipt of the charges made to you at the hotel. Feel free to escalate that information to me personally at *********************************** I look forward to hearing back form you! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23196008
  
  I am rejecting this response because:
  
  I have provided all written evidence showing that Lucid Travel did not pay the hotel fees, which was the root cause of the issue. As a result, the problem remained unresolved, forcing me to find accommodations at another hotel. Now, after being double-charged, it seems efforts are being made to avoid issuing the appropriate refund.
  
  Furthermore, the responses I have received contain false explanations and are not supported by any credible evidence.
  
  It appears that the matter continues to be delayed rather than properly addressed.
  I respectfully request that my refund be processed promptly, and I look forward to a fair and timely resolution.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/30/2025

  Greetings ****,

  After taking a look into the images provided, I see that those are the charges made through us (HotelPlanner). Could you please provide us with a screenshot or a receipt of the charges made to you by the hotel. Feel free to escalate that information to me personally at ******************************************************************. I look forward to hearing back form you! 

  Kindly,

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

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23196008
  
  I am rejecting this response because:
  I am entitled to a refund because I never received the service I paid for. Upon arrival at the hotel, I was informed that no payment had been made for my room. The hotel staff advised me to contact Lucid Travel directly because I am not their customer, and there is a third party ************************, which I did immediately. After calling and waiting at the hotel reception for two hours without any solution, I asked your team for a quick solution. They advised me to go to another hotel, where they would cancel my order and refund my money, And providing the address for the alternative location.
  
  I have a written message from the hotel stating that no payment was received on my behalf. As a result, I had to cover the full cost out of pocket. (message from the hotel call center included before)
  
  It has now been over a month since I first contacted you to request a refund. And every time you told me that you work on it and FYI, I paid for this booking two months in advance and experienced significant stress and inconvenience due to an error that was not mine. I have originally uploaded all supporting documents that verify the details of this situation.
  
  I respectfully Ask BBB to review my case and ask Lucid to issue a full refund as soon as possible.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking a hotel room in ******, ******, by looking at an online map, a ************ in ******, ******* became visible on the same map of ******. I did not realize that ************ was not in ******, and I made a reservation. When I saw my mistake, I tried to get a refund from HotelPlanner.com, but was given a voucher to use before April 22, 2025. Now, for FIVE hours I have worked with many agents at HotelPlanner.com to use my voucher for a hotel in ********, ** - each time they find an available room, suddenly it is not available. Yet, when I telephone the hotels directly, the rooms are available. I believe it is FRAUD - their voucher is not valid for my use.

  

  Business Response

  Date: 04/14/2025

  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: 04/15/2025

  Received the business's response that they are working on the problem. Looking forward to hearing more from them.

  Customer Answer

  Date: 04/15/2025

   
  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.

  Received the business's response that they are working on the problem. Looking forward to hearing more from them.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 04/15/2025

  Who closed this? It has not been resolved. I responded only to the notice that HotelPlanner was working on the issue. No resolution has come forward! HELP!

  Customer Answer

  Date: 04/15/2025

  Business only responded that they are working on it. IT IS NOT YET RESOLVED! Thanks. ********* *******

  Customer Answer

  Date: 04/16/2025

  HELP! I was satisfied only that the business was looking into how to fix the problem! They have NOT fixed the problem. This case must remain open.

  PLEASE!!

  

  Business Response

  Date: 04/17/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a refund of $240.14 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: 04/17/2025

   
  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. I appreciate the fact that the Better Business Bureau helped to resolve this difficulty.
  
  Sincerely,
  
  ********* *******