Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

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

Customer Complaints Summary

1,163 total complaints in the last 3 years.
652 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/12/2025
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,

********* *******
Initial Complaint
Date:04/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: H10966855 I called and made a reservation today and was overcharged $230. I was also lied to about the availability at the hotel and discriminated against. I told the *** I was a disabled veteran and she decided to rip me off and deceive me. You should be ashamed of yourselves. I want a full refund. I will be filing complaints with BBB and Veterans organizatio so others are not raped by your company. Terrible people! Be ready for many many escalations if this is not resolved very soon. Ripped off the wrong person today.
Business Response
Date: 04/11/2025
Hello ***,
Thank you for reaching out! I am pleased to inform you that a full refund of $621.58 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at **************************************************!
Kindly,
******* *********
Initial Complaint
Date:04/10/2025
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 reservation for holiday inn ****************, ********** 4/10 - 4/13. thought i was making direct reservation with holiday inn. had to cancel, wife to emergency room on 4/8. called hotel direct and cancelled reservation, #******** same day. stay amount $672.19. charge still shows on my credit card. called HI again and they said i must contact Hotel Planner direct. i called them and after much confusing conversation, they sent email saying "Thank you for submitting your reservation cancellation request. The terms and conditions for your hotel booking are listed as Cancel before 04/10/2025 00:00 AM *********** TIME: 34 percent of entire stay, Otherwise you will be charged 100 percent of entire stay., but we are providing a hotel credit toward any future stay for the full value of your reservation. The provided hotel credit can be used worldwide toward a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 120 days from the date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim." the hotel cancellation # ********. Hotel Planner itinerary number H10826855. i don't want a credit, i want a refund. Your hotel credit is in the form of a voucher and will be issued within 2- 3 business days. Please confirm receipt of this email, and thank you for your support.
Business Response
Date: 04/11/2025
Greetings ****,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************

Business Response
Date: 04/15/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that the voucher has been removed and a full refund of $672.19 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Business Response
Date: 04/16/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that the voucher has been removed and a full refund of $672.19 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Customer Answer
Date: 05/01/2025

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,

**** ********
Initial Complaint
Date:04/10/2025
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.
I booked a 3 night stay at a hotel for $2800. I had to cancel 3 days before the reservation because my husband got covid. When I called Hotelplanner.com they verbally stated that they would give me a voucher for $1400. They also sent me an email that said a voucher had been issued for credit. When I went to use the voucher I could not use it because I did not have a valid number. I called and they gave me the run around about the voucher. I had to call several times and email several times and they finally stated that they could not provide the credit because the hotel did not approve the credit. So essentially stating the the credit voucher was null and void.
Business Response
Date: 04/10/2025
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: 04/11/2025

Complaint: 23186917

I am rejecting this response because: It has not been resolved. They have done nothing about the complaint.

Sincerely,

******* ******
Business Response
Date: 04/15/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a new voucher for this reservation has been issued in the amount of $1364.06. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/16/2025

Complaint: 23186917

I am rejecting this response because:
I have NOT received a voucher/credit from this company. They are being disingenuous. They have not sent me any credit to use; this is a mistruth.
When this issue first occurred, the company previously sent me an email stating that a voucher was issued and they never sent a thing the first time they stated that they would in January nor did they send me a voucher in April. This company repeatedly claims that they have issued a credit voucher, but they never do.
I have called several times and emailed numerous times and this company continues to be deceitful. I would like a credit issued.
Sincerely,

******* ******
Business Response
Date: 04/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a new voucher for this reservation has been issued in the amount of $1364.06. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/21/2025

Complaint: 23186917

I am rejecting this response because: I still have not received a voucher. Additionally, I emailed ******* ********* directly about this, per her request, and I have received no response from her after 3 days. I would like my voucher sent to me, please, as promised on 6 separate occasions from this company. This is getting tiring and my opinion is that this company is highly unprofessional.

Sincerely,

******* ******
Business Response
Date: 04/29/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a new voucher for this reservation has been issued in the amount of $1364.06. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/29/2025

Complaint: 23186917

I am rejecting this response because: The company sent another email on 04/21/25 (attached) and stated that a voucher will be issued soon, and this is the 6th time they have sent an email like this saying that a voucher was issued/will be issued, and I have NOT received a voucher. This company CONTINUALLY LIES. This is frustrating. I would like my voucher. This company is NOT acting like a reputable, upstanding company.

Sincerely,

******* ******
Customer Answer
Date: 04/29/2025
BBB,
Please help me with this company. They keep stating that they will send/have sent me a credit voucher and they have not. The manger stated in one email to reach out to her directly, and I did. I heard crickets. This is the most frustrating, unprofessional company I have ever dealt with and they ripped me off for $2800.

Thank you, ******* ******
Business Response
Date: 05/08/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a new voucher for this reservation has been issued in the amount of $1364.06. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 05/09/2025

Complaint: 23186917

I am rejecting this response because I have NEVER received a voucher. Your company continues to tell me that they sent a voucher and there has NEVER been a voucher. Please stop lying to me and please stop scamming your customers. I have emailed ******* ********* numerous times and I have never received a response from her. I think she may not exist-she's akin to the Great Oz.
Please send my voucher to me as promised MULTIPLE times.

Sincerely,

******* ******
Business Response
Date: 05/13/2025
Greetings *****

Please be advised the voucher was resent to *********************** 4/11/25!
Customer Answer
Date: 05/13/2025

Complaint: 23186917

I am rejecting this response because: You NEVER sent the voucher to ************************ My husband and I just checked it and the voucher is not there. It is not in the junk nor in the deleted files. It is not in the inbox. You have NEVER sent a voucher. Please stop being disingenuous. Please RE-SEND a voucher either to *********************** or to *************************************.

Sincerely,

******* ******
Business Response
Date: 05/19/2025
Greetings,

Please be advised the voucher for the amount of $1,364.06 was resent to ********************************** 4/11/25 and on 5/8/2025, please make sure to check your spam or junk folder as it may have gone there!
Customer Answer
Date: 05/22/2025

Complaint: 23186917

I am rejecting this response because you stated, ""Please be advised the voucher for the amount of $1,364.06 was resent to *********************** 4/11/25 and on 5/8/2025, please make sure to check your spam or junk folder as it may have gone there!" THIS IS NOT TRUE. I have checked my inbox and junk email. You NEVER sent me a voucher to *********************** on either 4/11/25 nor 5/8/25. Please stop being disingenuous and send the voucher. You are not telling the truth. You are trying to rip me off. We can go back and forth like this for 5 years if you want to. I think you are hoping that I will not respond one day to your response and then BBB will close this case. Well that will NOT happen. I can play this game as long as I need to. PLEASE LEGITIMATELY send the voucher.

******* ******
Business Response
Date: 05/23/2025
Greetings,
Attached is an image showing the email to which the voucher was sent, along with the date and the amount. If theres any further questions or concerns, please dont hesitate to reach back out!
Customer Answer
Date: 05/23/2025

Complaint: 23186917

I am rejecting this response because:

Email to ******* *********: I DO NOT have that voucher. It was never sent. You created a document and sent a screen shot of it, yet you have NEVER sent a voucher. I have searched my Inbox, Junk Box, etc. I have searched and searched. There is NO VOUCHER, and you have NEVER sent a voucher. You have been saying since January 2025 that a voucher was sent. Please stop lying and send a voucher either to *********************** or to *************************** This is getting old.

Nichole

Sincerely,

******* ******
Customer Answer
Date: 06/05/2025
Hotelplanner.com has repeatedly insisted that they emailed me a voucher and that another voucher was reissued when I stated that I dd not receive the initial voucher that was sent. That is false. I have scoured my emails, junk mail, trash mail, etc. and they have never sent any vouchers at all. Sadly this company is a sham :-(.
Business Response
Date: 06/12/2025
Greetings,
Please review the image attached. The image shows the voucher was sent and is still active for us, please double check your email inbox and spam folder. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 06/12/2025

Complaint: 23186917

I am rejecting this response because:
You are saying the highlighted number ******* in the attachment you sent is the actual voucher number. As you can see on the attachment I have included here, which is a screenshot from your actual website where vouchers are to be used, the voucher is " a 16 digit voucher #". The ******* you sent is a 7 DIGIT NUMBER, not 16 digits, so that is not in fact, a voucher number.
You state for me to check my email and junk folder for a voucher. I have done that repeatedly. You are being disingenuous, as you have NEVER sent any voucher to me.
Please send the voucher number you supposedly sent to me at least twice to this BBB platform or send it to ****** email at the BBB office: ******************************************************************.
Please stop saying you emailed me a voucher because you never have. That is a bold-faced mistruth.
******* and ****** ******
Business Response
Date: 06/13/2025
Hello,
Please review the image attached showing your voucher and it's information, if you take a look you will see the 16 digit voucher number you requested.
Customer Answer
Date: 06/18/2025

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.
FINALLY, after fighting with this company for months and going back and forth, I received my voucher as promised. This company caused me a LOT of stress, but came through in the end. I will not shop with this company ever again, however. Good riddance to HotelPlanner.com.
I am grateful to the BBB, and especially to **** from the BBB, for helping me obtain the credit that I was promised.

Sincerely,

******* ******
Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made 8 attempts to get back two -thirds of my hotel reservation I cancelled. They say, my issue has been sent to their escalation department. This must be a scam. The actual hotel will allegedly not issue them a refund, so I do not get my money. The fact is they even keep 1/3 for a timely cancellation. My guess is they stall until they don't have to issue any refund. My reservation number was H10200126 at the *************** in **********, **. Travel dates April *****, 2025. DO NOT MAKE YOUR RESERVATIONS BY CALLING ************. Somehow they must have hijacked my intention to reserve directly with the hotel. They pretended to know the corporate code I used for a discount. I just got out of the hospital after surgery. I am a senior and everything about this seems and smells like a scam. Shame on them
Business Response
Date: 04/10/2025
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: 04/11/2025

Complaint: 23185676

I am rejecting this response because:

Sincerely,

**** *********
Business Response
Date: 04/14/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,159.09 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: 04/15/2025
Resolved. Received a full refund. Thank you for being there for me.
Customer Answer
Date: 04/16/2025

Better Business Bureau:

Resolved. Received a full refund. Thank you for being there for me.

Sincerely,

**** *********
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 21st, I booked a room for a one night stay on April 7th through April 8th at the **************** in ************, ********. I recently became unemployed. I was heading to ******** for business. I also wanted to catch up with an old co worker. So I booked the room and used Affirm to pay for the room. The day of the reservation, I received a text around 11am with a link to my receipt for the room. I was already 1.5 hours into my 4 hour trip. I got to the hotel and they told me that my room was cancelled due to failure to pay deposit. They told me contact priceline. I called and Priceline redirected me to a company called hotel planner. I explained what was happening. She put me on hold, called the hotel who answered in front of me and the hotel explained the deposit wasnt paid. The customer service woman came back and said well we have to refund you. This company left me high and dry. Took my money and never paid for the room. They did not try to fix the issue or assist me in getting another room. Told me a manager would call me in 3 hours. Without a room, I could not stay for the business meeting or the comedy show. By the time those events were over, it would be dark and too late for me to drive another 4 hours. How did they charge my card, take my money, and never pay for the room? Did an employee commit fraud? It put me in a very tough position. I think this company **** me more than the refund for the room. They were negligent and wasted my time and my money. The gas, tolls, the comedy show I couldnt go to, not even being able to see my friend was unnecessary. They were negligent in paying for a room that they took my money for. I have called in 4 times and still have not gotten an answer. Companies should not be able to take advantage of people like this. It was embarrassing.
Business Response
Date: 04/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************

Business Response
Date: 04/10/2025
Hello *******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $228.97 has been issue 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: 04/15/2025
Hello *******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $228.97 has been issue 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: 04/28/2025

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:04/08/2025
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.
I booked a trip in December 2024. I had to cancel due a death in the family. They gave me a credit for $834 which expires on April 12, 2024. Now I am trying to book and they are not returning my calls and telling they cant apply the voucher.
Customer Answer
Date: 04/09/2025
They have resolved this as of tonight.
Business Response
Date: 04/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************

Customer Answer
Date: 04/10/2025

Better Business Bureau:

They have resolved this as of tonight.

Sincerely,

******* ****
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a reservation with Hotel Reservation on 03/18/25. After realizing it was a 3rd party vendor and not directly with the hotel, I cancelled the reservation the same day. I was informed that I would be receiving my $1316.87 within 2-10 business days. As of today, I still have not received my full refund. I received two refund amounts on 04/08/25 for $799.92 and $116.99. I contacted customer service on 04/08/25, and was informed that one night was non-refundable. I was initially informed that I would be receiving a full refund.
Business Response
Date: 04/08/2025
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: 04/11/2025
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
Business Response
Date: 04/15/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of 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:04/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to book a room listed available on their website clicked available room. Selected pay pal pay in 4. It processed then said room not avail continued this through 3 other available rooms generated 4 seperate authorization holds on my account for 4 seperate pymt plans. Why are they listing rooms as available only to put multiple authorization holds? I called and was hung up on. If a room not available they should not be allowed to place an authorization hold on my account especially multiple times. I am aware the money will come back to my acct but in the meantime will cause other items that hit my account to incur overdraft fees.
Business Response
Date: 04/08/2025
Hello *******,
I'd love to help! I am having a hard time finding your reservation in our system, 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!
Kindly,
******* Planelles
Customer Answer
Date: 04/23/2025
I missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account.
Customer Answer
Date: 04/23/2025
I missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account.
Customer Answer
Date: 04/24/2025

Complaint: 23174516

I missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account.

Sincerely,

******* ****
Business Response
Date: 04/24/2025
Hello *******,
I'd love to help! I am having a hard time finding your reservation in our system, 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!
Kindly,
******* Planelles

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