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:04/07/2025

  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.

   
  Complaint: 23140857
  
  I am rejecting this response because: they are asking me to cancel without being sure I will actually receive the refund. I can not accept this. I need to know for sure I will get a refund before I cancel as I need a room for that night and I need that $422 back to book it in Canadian funds. Otherwise I have absolutely no choice but to keep the overpriced room as I do not have extra money laying around to rebook another room with no guarantee I will see a refund. I see they have refunded many others for the same reason so why cant they do it for me? 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/01/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

  

  Business Response

  Date: 04/03/2025

  We have emailed the customer as of April 1, 2025 to email address: ****************************************. We have emailed the same address as of April 3, 2025 regarding the customer's reservation

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist. Without the requested information, we are unable to further assist the customer.

  Please respond to the email directly.

  

  Business Response

  Date: 04/04/2025

  We were able to investigate confirmation #H10841405 and upon further investigation, we were able to confirm that the reservation has been booked with HotelPlanner and not ****************.

  We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  
  
  We have marked this case closed
  
  

  

  Business Response

  Date: 04/07/2025

  We were able to investigate confirmation #H10841405 and upon further investigation, we were able to confirm that the reservation has been booked with HotelPlanner and not ****************.
  We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  

  We ask that the BBB close this case as the escalation is with another booking company
  
  We have marked this case closed

  Customer Answer

  Date: 04/07/2025

  I was looking for a hotel room in ******* NB on May 8, 2025, as I have tickets to a broadway show. Im taking my mother for a mothers day gift. We were excited to have a room at the *********** as it was highly rated and perfectly located. The rooms were averaging $260 on Expedia and ********** and on the hotels site. Then I saw a room for $190 at ****************. So I went and booked the room. Then I got the bill and it was $296 USD which is $422 CDN. I was so shocked so I went to check and sure enough the website is in USD by default. Most of these types of sites automatically are in CDN funds when youre shopping in ******. The USD was very small and faint and easy to miss. I feel this is unfair to refuse a refund (although I understand now that it is indeed, a non refundable booking) I feel this is a certain circumstance where they should make exception. Its two months away. Its not like the room cant still get booked. The only help they offered me was to cancel and rebook in Canadian dollars therefore making me pay for the room twice due to this ridiculous cancellation policy. All I want is my money back so I can rebook the same room through a different company or direct through the hotel. I would even take a refund on my cancelled reservation and rebook in CDN dollars if that were possible.

  Customer Answer

  Date: 04/08/2025

  Hello, 

   

  I received an email from **************** as well as an email from Better Business Bureau stating that my reservation was not with ****************. I disagree as that is the only link I clicked on and here is my initial confirmation email.. As you will notice in the third picture, they are directing me to **************** if I have any issues.. Ive looked into this further and it seems that the companies are somehow entangled and intertwined. Im not sure how I clicked on **************** and ended up with a reservation through some other company and yet my confirmation email has **************** as a contact. Either way I want my money back as I was deceived during this entire process.

  

  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: 04/16/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $294.91 has been issued back onto the card used 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: 04/17/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $294.91 has been issued back onto the card used purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly,

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

  Customer Answer

  Date: 05/01/2025

   
  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:04/07/2025

  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.

  On the first leg of a 2-day trip providing free legal services, I found out that the group who organized the trips had not booked the hotel rooms and we had been supposed to do that on our own. I only had access to my phone, so I looked up the Holiday Inn Worthington and called (what I thought was) the number for the hotel. It was a 507 area code, the same as where were were going. The person who answered stated his first name and "Holiday Inn Express Worthington." He quoted me $279 which seemed high. I wrote down the amount for my colleague who said she had just booked a hotel that morning. She went to check her amount and came back to tell me she had only paid $202, and she had booked online through *******. I realized I had an *** account and that would be a better option, so I told this person to cancel my booking. He said, "OK, if that is what you want." I said yes, that is what I want; I am going to book online. I then proceeded to book online at *******, and got a much better rate ($197). When I arrived at the hotel, I was told I had two reservations. I said no, I cancelled the reservation I made over the phone. He said OK, I'll cancel that, and cancelled a reservation. The next day I was told that the receipt didn't reflect the entire amount because I had booked through Expedia. That seemed strange but I didn't push it because I had to get to my event. Today I've been on the phone with IHG, Expedia, and the Holiday Inn Express Worthington. Turns out, the website/phone number was a spoof for the local hotel, and really I had contacted HotelPlanner, which then used Expedia to book a reservation for me. Obviously I would never use a third party to book through Expedia; if I wanted to book through Expedia I'd just do it myself. I tried calling the number again and when I got through and started asking questions, the "agent" hung up on me. This is a scam. I am now concerned about their having my credit card number.

  

  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: 04/09/2025

   
  Complaint: 23171483
  
  I am rejecting this response because I do not believe they have any intention of actually resolving this matter. I think they are just saying that to make the complaint go away. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/10/2025

  Greetings, 

  Please be advised that we did reach out to the property 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 do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly,

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

• Initial Complaint

  Date:04/07/2025

  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.

  I made two reservations for a trip comming up the end of May. I brought travel insurance that I thought would allow me to cancel before May 21 2025 at least that was what I was told. After i paid and they sent me the fine print I found out that you only cancel with proof of a death, illness and not much else. I tried to cancel less than ************************* one night for the first (only 2 nights) resveration and the second resveration was only one night so no refund.

  

  Business Response

  Date: 04/07/2025

  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 *******, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $221.93 was issued for reservation #H10911703 along with a full refund of $459.39 for reservation #H10911698, please allow 2-10 business days for the refunds 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: 04/17/2025

  Greetings *******, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $221.93 was issued for reservation #H10911703 along with a full refund of $459.39 for reservation #H10911698, please allow 2-10 business days for the refunds 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:04/07/2025

  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 reserved two rooms in *************** an appointment we had the following daywith another couple and it got changed by the attorney. When I made the reservation and they told me it was nonrefundable I said oh no that wont work I cannot lose that money if something changes. So the guy on the phone said well we have a insurance cancellation policy that I could buy for $26 and some change.When I found out our appointment had been changed, I called the hotel to try to reschedule for the next day and they said they could not make any changes It would have to be canceled. I very explicitly said I did not want to cancel. I just wanted to modify my arrangements for the next day, and they repeated that they could not make any changes.When I tried to get my refund from the company, only then did I find out there were conditions attached to it. It says Im required to provide evidence of the specific unforeseen circumstances provided coverage in the protection terms.Come to find out the same company, Hotel Planner that sold me the reservation, also sold me the refund protection. And now they think theyre keeping all my money.I made several calls and finally they said they would have their boss call me back. I never got the call.I was duped First of all I thought I was talking to the hotel since I was working through the *** appI dont know how I ever got through to Hotel Planner.

  

  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: 04/21/2025

  Greetings *****,

  I come bearing happy news! I am pleased to inform you that a full refund of $269.60 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/22/2025

  Greetings *****,

  I come bearing happy news! I am pleased to inform you that a full refund of $269.60 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: 04/22/2025

   
  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:04/07/2025

  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.

  After multiple phone calls to hotel planner and waiting over 10 business days, Im filing a complaint with BBB concerning this company. I made a reservation for Home2 suites in **********, **. Several days later I called to cancel because I had to have knee replacement surgery. This company has given me the run around for over a month and still has not given me my money back. I will continue to file complaints against hotel planner in hopes that no one else is scammed like I have been.

  

  Business Response

  Date: 04/07/2025

  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: 04/08/2025

  Greetings ****************************** come bearing happy news! I am pleased to inform you that a full refund of $1,180.87 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/09/2025

  Greetings ****************************** come bearing happy news! I am pleased to inform you that a full refund of $1,180.87 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: 04/23/2025

   
  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,
  
  Guy And *** ******

• Initial Complaint

  Date:04/03/2025

  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 2/3/25, I made a reservation through www.hotelplanner.com for a five-night stay in one room at the ***************** in *****, ** (Itinerary No. H10347871) beginning 2/21/25. The total for the room plus related taxes was $743 (about $150/night). I was also charged $121.17 for Refund Protection. Inexplicably, there was also an additional, duplicative charge for $499.78 for more Tax Recovery and Fees. These were hidden charges that I did not knowingly accept. These charges were not explained to me prior to payment. I also believed I was booking the room directly with the hotel, not a third party. It was all very unclear. I did purchase the refund protection, because I wanted the flexibility to be able to change or cancel my reservation. On the same day I made the reservation, my plans changed and I used the link to cancel the reservation (*****************************************). On 3/4/25, I reached out to ************************ to ask about the status of the requested refund, because I had not yet received any response from the cancellation and refund request. I believed it was being processed, because I had purchased the refund protection, and I had paid a high premium for the flexible reservation. In response, hotelplanner.com asked for supporting documentation to make a determination of whether a refund would be given. I provided the requested documentation the next day. Despite this, hotelplanner.com denied the refund. I responded to the denial of the refund, stating I disagreed with the determination. I asked for reconsideration, but I got no response. ************'s business practices are unsavory and likely fraudulent. I feel scammed. I have been charged exorbitant, duplicative fees for services that were never provided. The refund protection and the tax recovery and fees essentially doubled the cost of the reservation. But, when I needed to cancel my reservation, I was unable to get the refund protection I paid a hefty price tag for.

  

  Business Response

  Date: 04/04/2025

  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: 04/04/2025

   
  Complaint: 23157207
  
  While I appreciate that the business is looking into this issue for me, there was no resolution provided at this time, so I am rejecting this response as a resolution to my complaint.

  Please update me at your earliest opportunity with confirmation that the business will provide the refund.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/11/2025

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,363.95 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:04/03/2025

  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.

  On 03/21/2025 I used Hotel Planner to book a hotel, specifically requesting a hotel room that allowed for pets as I was moving across the country with my two cats. The agent booked me with a hotel and ensured me that the hotel accommodated animals and that there would be a $15 pet fee per animal. Upon attempting to check in at the hotel, I was denied due to the hotel not allowing pets. When I contacted the agent again, she informed me that Hotel Planner would make an exception to their policy and issue a refund for being unable to honor the booking. A few days later I received notification that I would be issued a credit in lieu of a refund, and had to call to change the credit back to a refund. I received ANOTHER notification a few days later that a credit had been issued and AGAIN had to call to change it back to a refund. I was then sent an email that the refund had been processed on March 25th and would be available in 2-10 business days, the email noted that I would also receive a text notification to confirm the refund. After not receiving a text notification for the refund by the next day, I emailed Hotel Planner and was again advised that the refund had been processed on March 25th and that I would receive funds no in no later than 10 business days. Today, April 3rd, I received a text message notifying me that my refund had been processed, and upon reaching back out to the company via email was notified that my refund was processed today, and not on March 25th, resulting in further delays in receiving my refund. I do not believe the company has actually issued this refund given the multiple misleading and incorrect messages I have received and I am IRATE as I need this money for my living expenses/rent.

  

  Business Response

  Date: 04/03/2025

  Greetings ****, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $209.06 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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/02/2025

  Type:Order 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 hotel room in *********, ***** on 2/5/2-25 for a PhD ******* at ********************** scheduled for 4/18/2025. I thought I'd called the direct number, and then discovered I'd been charged twice as much as the price listed online and I had to pay $19 to get permission to cancel my reservation. I found it impossible to reach the third party about these charges. Today one member of the ************* I was on said he could no longer meet on April 18, but would need to meet the following Tuesday. When I tried to cancel through the third party, it claimed not to recognize my phone number, so I could not speak to an actual person to request cancellation. They asked for additional documentation, but nothing I have seems to suffice, despite my paying $19 for cancellation protection. This is a very sleazy company.

  

  Business Response

  Date: 04/02/2025

  Greetings, 

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

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

  Kindly, 

  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  

  Business Response

  Date: 04/04/2025

  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: 04/04/2025

  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: 04/25/2025

  Don't you see? *********** is now requesting banking information. I do NOT feel safe providing them with this, and I canceled my Discover card for fear they'll find ways to use it fraudulently. I am sorry that when I accidentally called ***************** (when I thought I was calling the hotel directly) I didn't know BBB had rated them an F. They won't give me my money back, but will try to extract more information from me.

  

  Business Response

  Date: 04/29/2025

  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:04/02/2025

  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 Tuesday, March 18, I called to make a reservation at a hotel, ***************************** under a hockey team block for dates may *****. I gave the name of our block, the team name and the reservationist said there was nothing available in the block. She then also said there were absolutely no rooms left in the hotel. As she told me there was nothing available I asked her to look at nearby hotels. She booked a nearby hotel, said it was the only option did not provide any other options. She quickly read through the fine print but I wasnt able to catch it all and booked us. Within 5 hours I received information that our block was still available and there were definitely rooms at that hotel available. I immediately called the booking company (within 24 hours) it was about 8 or 9 at night. They did cancel the reservation but were going to offer nothing else. They did provide a voucher but it is not for the amount that I paid - voucher is ******* while I paid *******. Also expires in 3 months which will be virtually impossible to use. They flat out lied during the initial booking to book me at a more expensive hotel. It doesnt appear that they even looked into the room block or availability at viscount fort.

  

  Business Response

  Date: 04/02/2025

  Greetings, 

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

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

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

  

  Business Response

  Date: 04/02/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/03/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 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: 04/05/2025

   
  Complaint: 23149728
  
  I am rejecting this response because: the company made it look like it was refunding me - the charge showed up as pending removal on my credit card. I think they were hoping that with that pending cancellation I would say I was satisfied with the response. However I was waiting for the cancellation to actually clear and it never did. The pending removal of charge as now been removed. I still have the charge of $1,944 on my credit card.  The company has not made efforts to improve the situation other than saying "we are working on your reservation. "
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 04/08/2025

  I called my credit card company and was able to get the refund that had been pending to go through. I now accept the company's response and can close the complaint. 

  

  Business Response

  Date: 04/08/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 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: 04/09/2025

   
  Better Business Bureau:
  
  I called my credit card company and was able to get the refund that had been pending to go through. I now accept the company's response and can close the complaint.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/02/2025

  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.

  I made a reservation through ************* for one night stay at *********** and Suites in ************, ** for January 17, 2025. On arrival, the hotel was unable to retrieve the reservation. As a result, I paid out of pocket for the reservation. I notified Hotel Planner as soon as possible of the problem. They agreed to refund my reservation, indicating it would take 10 days to hit by credit card account on February 25. After numerous phone calls to Hotel Planner, I have not yet received my refund.

  

  Business Response

  Date: 04/02/2025

  Greetings *****, 

  Thank you for reaching out! After taking a deeper look into your reservation I see that a full refund of $123.47 was issued back onto the card used to purchase your reservation, please review the images attached. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 04/04/2025

  Information indicates ;that a refund was done.  My credit card does not indicate that this was done.  My complaint has not been satisfied.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23149683
  
  

  
  

  Information indicates ;that a refund was done.  My credit card does not indicate that this was done.  My complaint has not been satisfied.
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/08/2025

  Greetings *****, 

  Thank you for reaching out! After taking a deeper look into your reservation I see that a full refund of $123.47 was issued back onto the card used to purchase your reservation, please review the images attached. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles