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.

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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:04/01/2025
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.
These people act like they are the hotel business and then scammed me. I asked about 5 times if it was refundable if I book it and they told me yes and come to find out it wasn't full refundable. They are only wanting to give me half.
Business Response
Date: 04/01/2025
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
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $383.78 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. Please don't hesitate to reach out to me personally at ********************************** if you have any further questions or concerns!
Kindly,
******* Planelles
Business Response
Date: 04/03/2025
Good Afternoon Cara,
I come bearing happy news! I am pleased to inform you that a full refund of $383.78 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. Please don't hesitate to reach out to me personally at ********************************** if you have any further questions or concerns!
Kindly,
******* *********
Initial Complaint
Date:03/31/2025
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.
I am an *** rewards member traveling and clicked on link to what I believed was Holiday Inn Express Deluth for 1 room for same day March 29. They didn't have availability and were kind enough to check other *** properties to no avail. I was clear that I wanted *** property. Not being from the area and traveling with fatigue I accepted a prepaid reservation for Super 8. It was so filthy I refused to stay and I attempted to get a refund and was told I couldn't. I submitted an appeal and am waiting for outcome. I called **** of Health as well. I feel Lexyl Travel Tech, ********************, Room 77 Hotel Guides or the other names it uses ...uses predatory practices without stating a verbal disclaimer. I never would have booked outside ***.
Business Response
Date: 04/01/2025
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
******************************************************************

Customer Answer
Date: 04/01/2025

Complaint: 23139826

I am rejecting this response because: it was an automatic message stating they are working on my reservation

Sincerely,

**** ******
Business Response
Date: 04/08/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $133.55 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: 04/08/2025

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:03/31/2025
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 27 I made a reservation for a hotel in ***** ********. Upon checking with the hotel, I found that the reservation was not for the type of room I asked for. On March 31 2025 I canceled the reservation, requesting a refund. I did not receive a full refund. When I called back to talk with them about this, the agent repeatedly hung up on me, repeatedly disconnecting my call. I want a full refund, and I have been denied access to the company to request this.
Business Response
Date: 03/31/2025
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: 04/03/2025
Hello *******,
I have exciting news to share! I am pleased to inform you that a full refund of $7,625.57 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: 04/04/2025
Hello *******,
I have exciting news to share! I am pleased to inform you that a full refund of $7,625.57 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:03/29/2025
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.
Ive spoken to about customer service **** who all lied. You dont offer military discounts so stop lying. I had already booked this stay directly with hotel for $1170 and you tried scamming me $1544 for same rooms. You lied repeatedly and then refused to give full refund claiming you only offer hotel voucher. You also tried scanning me for a deduction of almost $250. Im ready to file a Class Action against your extremely unethical company. Stop cheating military families NOW.
Business Response
Date: 03/31/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $1,533.78 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: 03/31/2025
Hotel Planner just keeps lying. They already promised full refund and then still deducted $255. They are hoping customers will just accept this fraud. As I stated before they also owe me $100 ADDED goodwill gesture over and above my full refund toward a future stay since this has been a major hassle fighting their known deceptive practices.
Customer Answer
Date: 04/01/2025

Complaint: 23132120

Hotel Planner just keeps lying. They already promised full refund and then still deducted $255. They are hoping customers will just accept this fraud. As I stated before they also owe me $100 ADDED goodwill gesture over and above my full refund toward a future stay since this has been a major hassle fighting their known deceptive practices.

Sincerely,

Military Family
Business Response
Date: 04/01/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $1,533.78 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: 04/01/2025

Complaint: 23132120

I am rejecting this response because this company openly lies to customers then illegally delays full refunds. This is unacceptable and they need to compensate me for all of this waste of time being lied to by HotelPlanner.com
Waiting another ten days for money they owe me is fraud.

Sincerely,

Military Family
Initial Complaint
Date:03/28/2025
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.
Hello,I made a group reservation on 06-29-2024, through Hotelplanner.com for Thanks Giving weekend for, 10 rooms, 3 night at ***********************, All inclusive in ***************, ******. Check in 11-28-2024, Check out 12-01-2024.Itinerary #Hr8762474 8-rooms Double Queen bed. Itinerary # H8762509 1-room Double Queen bed.Itinerary # H8762490 1- room king bed.The sales representative put 1 person on each room without asking how many people will occupy each room, we were total of 28 people, 22 adult and 6 children. I am surprise, these people are trained for their job, who will get 10 double Queen bed room for 10 person. We paid additional $9397.03 at hotel check-in. We end up paying $18649.09 for this ***************, all I am asking is refund of the additional money we paid at hotel check-in $9397.03, which was hotel planer mistake. I asked reservation, Please share the caller view recording with me. I am the customer not the third party. They said we can not share.
Business Response
Date: 03/31/2025
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
******************************************************************

Customer Answer
Date: 04/08/2025

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,

***** *****
Customer Answer
Date: 04/08/2025
Please reopen the case, I disagree with their offer. please see attached file.
Business Response
Date: 04/09/2025
Greetings,
Thank you for your patience! I escalated this to my supervisors and as a gesture of goodwill, we would like to offer a $1000 voucher to use toward a future reservation with us. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************
Kindly,
******* Planelles
Customer Answer
Date: 04/10/2025

Complaint: 23128659

I am rejecting this response because:
We where planning for this Thanks Giving vacation over a year. 28 family member going to ****** from ***********. Unfortunately your agent ruined our entire trip, we spend over $50,000 for this trip.
This was my first time doing group reservation, but I am sure your reservation staff are trained enough to ask how many guest stays in each room, specially when it comes to 10 double Queen bed.
Now I am asking for refund of additional $ ******* we paid at the hotel for your mistake. This is the minimum amount we are asking for an unforgettable life time bad experience.

Sincerely,

***** *****
Business Response
Date: 04/10/2025
Greetings,
Thank you for your patience! 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. I escalated this to my supervisors and as a gesture of goodwill, we would like to offer a $1000 voucher to use toward a future reservation with us. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************
Kindly,
******* Planelles
Customer Answer
Date: 04/11/2025

Complaint: 23128659

I am rejecting this response because:
We are not accepting your $1000 voucher offer, the minimum amount we will accept is $ 9397.03.
If you disagree with this offer, we will take legal action to solve this matter in court.

Sincerely,

***** *****
Business Response
Date: 04/11/2025
Greetings,

After reviewing your booking, we found that the rooms were reserved on June *******, for a stay in November 2024. Our records indicate that no service requests were made until February of this year. Upon reviewing the call recording, we confirmed that room occupancy was not discussed, and the agent processed the reservation based on single occupancy per room. As a result, the additional occupancy charges were due directly at the property.

As a gesture of goodwill, we are pleased to offer you a $1,000 USD voucher toward a future reservation. This hotel credit can be applied to any property worldwide listed on our website and is good for one year.
Initial Complaint
Date:03/28/2025
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.
On March March 23, 2025 I called what I thought was Holiday Inn Express in ******, ** to make hotel reservations and I ended up calling Hotel ************. When the customer service agent answered the line she stated; reservations, Holiday Inn Express. Therefore I continued on with my reservations. Jeasmae stated that in order to reserve the rooms and continue with my reservation she would need to collect a (1 night stay) for each room. The reservation was to be from arriving on June 5, 2025 and Checking out on June 7, 2025. She was to merge this reservation with another booking agent so we could have accurate dates. Which she noted on my hotel reservation. I paid the $542.81 against my better judgement and she sent me a confirmation. Only to find out that the reservation was only for 1 night. I called the hotel directly the next day and they were SOLD OUT and my reservation was cancelled and they informed me that third party agents cannot merge reservations. I called Hotelplanner. Com and informed that my reservation was cancelled. They issued me a partial refund of $156.42 due to their cancellation policy. However, I did not cancel the reservation the hotel cancelled the reservation. They stated that it could be up to 10 days before I receive my additional refund; which is a SCAM! I should of received my full refund at the time that I notified them that my hotel reservations had been cancelled. I want my additional monies refunded.
Business Response
Date: 03/31/2025
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
******************************************************************

Customer Answer
Date: 04/01/2025

Complaint: 23128194

I am rejecting this response because: the hotel cancelled these reservations due to overbooking and I should be have been due a FULL refund at the time of cancellation as the cancellation was not my fault. Hotelplanner.com is not admitting fault that their cancellation policy is flawed and is scamming people out of their money. I should not have to wait for my full refund for the two rooms that I paid for upfront and then the hotel cancelled because they overbooked. Hotelplanner.com misrepresented themselves as Holiday Inn Express when I called and sent me my confirmation stating they were from ***. All I am asking for is my money back.

Sincerely,

****** ******
Business Response
Date: 04/01/2025
Greetings ******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $267.41 was issued for reservation #H10767682 along with a refund of $275.40 for reservation #H10767683, please allow 2-10 business days for these 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
Customer Answer
Date: 04/02/2025

Complaint: 23128194

I am rejecting this response because as I have yet to see the refund. (Once I receive the refund and know that I have not been scammed out of my money I will accept the response). The refund should have been processed on the date of the cancellation of the reservation (3/24/25) as I DID NOT cancel the reservation, the hotel cancelled the reservation due to overbooking. I should not have to wait an additional 2-10 days to receive my refund.
Your cancellation policy needs to updated to reflect cancellation when the hotel cancels the reservation that your guest receives a refund at cancellation. If your agent would have not deceived me and promised things that were not possible and represented herself as an agent as Holiday Inn Express and not a Third Party Booking agent we would not be in this situation. Your agents need to identify themselves as a third party booking agent and not misrepresent themselves.
Being able to speak to a member of your management team/corporate office in the *** would be greatly appreciated being the fact that your corporate office is in *******, would tremendously help resolve communication difficulties when speaking with your agents
I am still waiting to hear back from your management team/corporate office in regards to this complaint.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
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.
Inadvertently when making a hotel reservation (H10785737) on March 25, 2025 I ended up on this site which appeared to be that of the hotel. The guy I dealt with said he was with the hotel which was a lie. I made a reservation ($253.88) and was told I could cancel for a refund if necessary, because I wasnt certain of my travel plans. I ended up canceling for travel reasons and was told first that they couldn't cancel because of the hotel policy (which was another lie, because I called the hotel directly and the supervisor said this was not the case). I called Hotel Planner again and they said they would refund my money. This was another lie as I then received a voucher (******) for a lessor amount. I never received any information on their policies, so it was a definite mistake to ever book with this company. One could use the voucher, but again even that is a scam. It can only be used once and therefore the Company retains the remainder of the money. Im a retired Cardiologist and I must say if I had operated a business like this, I would not have been in practice very long. Even in a large commercial business I would think that honesty always pays off.
Business Response
Date: 03/27/2025
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: 03/28/2025
Good Morning *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $253.88 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: 03/31/2025
Good Morning *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $253.88 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:03/27/2025
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 was traveling from ******* to ***********. My flight was canceled and I needed to find a hotel for the night. I googled a hotel property near the airport and contacted a number. The following issues occured:1. The number I called does not identify the company. The greeting just says "reservations line." I had thought I called the hotel directly. By failing to call out the name of the company, they are trying to pass themselves off as the reservation line for hotels.2. I tried to make a reservation and was quoted a room at one price. When I tried to book that room, I was then told that that room was no longer available. They quoted me a new price that was much higher and started to book at that higher price. I gave it a second thought and told them to cancel but they said that the booking was already in process and they could not cancel. This is a bait and switch tactic and I should have been able to stop them from booking at the higher price.3. They did not disclose any fees. After my stay, I asked the hotel for my bill. The total was $208.21. Hotel Planner charged me $336.87 for the room. At no point did they disclose their fees or the real cost of the room.4. I have asked them repeatedly for a copy of my itemized bill and still have not received it.
Business Response
Date: 03/28/2025
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: 03/31/2025
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.
Kindly,
******* Planelles

Business Response
Date: 04/01/2025
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.
Kindly,
******* *********
Customer Answer
Date: 04/16/2025
I followed the steps outlined by ******* nearly two weeks ago and it's been radio silence. She has ignored my follow *** as well. ************ is committing fraud and should have its business license revoked.
Customer Answer
Date: 04/16/2025

Complaint: 23124522

I followed the steps outlined by ******* nearly two weeks ago and it's been radio silence. She has ignored my follow *** as well. ************ is committing fraud and should have its business license revoked.

Sincerely,

****** *******
Business Response
Date: 04/17/2025
Hello ******,

In the image provided, it states they were going to send you a letter showing the dispute has been closed. Would you be able to provide that letter? If you can present this documentation, we can work to have your dispute closed earlier , but we cannot promise approval. Thank you for your patience through this process!
Kindly,
******* Planelles
Customer Answer
Date: 04/21/2025

Complaint: 23124522
I have sent them the info they requested in terms of a screenshot of the fact that I dropped the dispute with my credit card company. ******* is claiming that I forward her an email (not the case as it's clearly a screenshot). She seems to be trying to have me run around in circles vs. actually resolve the issue. They would know on their end that the dispute has been dropped. They're just hoping I go away.
Customer Answer
Date: 04/24/2025
Here is a copy of the email correspondence including the messages where I sent a screenshot of the **************** portal clearly stating that the dispute has been dropped by *****************
They continue to lie and drag their feet. They should not be allowed to operate a business.
Customer Answer
Date: 04/24/2025
Here is a copy of the email correspondence including the messages where I sent a screenshot of the **************** portal clearly stating that the dispute has been dropped by *****************
They continue to lie and drag their feet. They should not be allowed to operate a business.
Customer Answer
Date: 04/24/2025
Here is a copy of the email correspondence including the messages where I sent a screenshot of the **************** portal clearly stating that the dispute has been dropped by *****************
They continue to lie and drag their feet. They should not be allowed to operate a business.
Business Response
Date: 04/30/2025
Greetings,
We appreciate your patience! I am pleased to inform you that the documents provided were reviewed and the reservation us currently in dispute review until 06/15/2025. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 05/01/2025

Complaint: 23124522

I am rejecting this response because they have had the necessary information and known about this issue for almost 1 month already and now they want another 6-7 weeks. This seems like they just want to drag their feet and hope that I close out this ticket and they can forget about me and my complaint. There is no reason why they need this much more time other than they want to delay.

Sincerely,

****** *******
Business Response
Date: 05/05/2025
Greetings,
We appreciate your patience! I am pleased to inform you that the documents provided were reviewed and the reservation us currently in dispute review until 06/15/2025. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 05/12/2025

Complaint: 23124522

I am rejecting this response because the retailer has not done anything to resolve the matter yet. They are asking for more time. I'm fine to give them more time but I'm not accepting any response they offer that does not include a definitive resolution.

Sincerely,

****** *******
Initial Complaint
Date:03/27/2025
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.
BBB took a complaint over the phone. Below is the voice to text voicemail description

My name is ** *******, my number is ************. My complaint number is ******** and my complaint is we were overcharged and I've been trying to get the balance of what we're due and they sent partial payment but we are still owed $73.45.
Customer Answer
Date: 03/27/2025
Complaint details;
We stayed at the hotel March 7-9, 2025. When I booked the hotel with Lexy she said she worked at the hotel at the front desk, because I did ask. She does not work there. She is through Hotel Planner. She charged $321.44 which came out immediately out of our checking account. When we checked out on the 9th of March our receipt was for $183.70. The lady at the front desk told me there is no Lexy there and that we were booked by a 3rd party. I called that number and explained to them the overcharge. Two days later I received a text saying they were paying $64.29. I immediately called and told them we were overcharged $137.74. I have been calling to get the rest of our money, which is $73.45, but have had no luck. They keep saying a supervisor will call in 1-2 hours. It has been 3 days since I last called. I have been calling since the 11th of March. I have never booked through a 3rd party and would have never booked this hotel through Hotel Planner. I always book directly through the hotel. This whole experience has made me leery about ever booking a hotel. My husband and I are seniors and are on a fixed income. We just want what is ours. Please let me know how long this will take until we get out money. Thank you.
Business Response
Date: 03/27/2025
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
******************************************************************

Customer Answer
Date: 03/28/2025

Complaint: 23109080
We stayed at the hotel March 7-9, 2025. When I booked the hotel with Lexy she said she worked at the hotel at the front desk, because I did ask. She does not work there. She is through Hotel Planner. She charged $321.44 which came out immediately out of our checking account. When we checked out on the 9th of March our receipt was for $183.70. The lady at the front desk told me there is no Lexy there and that we were booked by a 3rd party. I called that number and explained to them the overcharge. Two days later I received a text saying they were paying $64.29. I immediately called and told them we were overcharged $137.74. I have been calling to get the rest of our money, which is $73.45, but have had no luck. They keep saying a supervisor will call in 1-2 hours. It has been 3 days since I last called. I have been calling since the 11th of March. I have never booked through a 3rd party and would have never booked this hotel through Hotel Planner. I always book directly through the hotel. This whole experience has made me leery about ever booking a hotel. My husband and I are seniors and are on a fixed income. We just want what is ours. Please let me know how long this will take until we get out money. Thank you.

Sincerely,

******* *******
Business Response
Date: 04/01/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $101.58 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,
******* Planelles
Customer Answer
Date: 04/02/2025
They have sent a message that says that have paid $101.58. We were overcharged $137.74. We are still short $36.16. They should not be able to get away with stealing our money. We are senior citizens on a fixed income. We were lied to from the beginning when Lexy told us she was with the hotel front desk. We have never and will never use a 3rd party to reserve a hotel. Now we are wondering how we can ever trust that the hotel is being honest with us. We just want our money. This has been going on for almost a month.
Customer Answer
Date: 04/03/2025

Complaint: 23109080

They have sent a message that says that have paid $101.58. We were overcharged $137.74. We are still short $36.16. They should not be able to get away with stealing our money. We are senior citizens on a fixed income. We were lied to from the beginning when Lexy told us she was with the hotel front desk. We have never and will never use a 3rd party to reserve a hotel. Now we are wondering how we can ever trust that the hotel is being honest with us. We just want our money. This has been going on for almost a month.

Sincerely,

******* *******
Business Response
Date: 04/03/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $101.58 has been issued back onto the card used to purchase your reservation, 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 do have the name of a person at the property who approved further refunds I will be happy to reach back out. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/08/2025

Complaint: 23109080

I am rejecting this response because: It is not the full amount that is due. They overcharged us $137.74 and they only want to pay $101.58. We are still owed $36.16. We were lied to from the very beginning when Lexy said she was with the front desk. She is with Hotel Planner, a company we have never dealt with and never will.

Sincerely,

Mrs. ******* *******
Business Response
Date: 04/10/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $101.58 has been issued back onto the card used to purchase your reservation, 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, and we cannot issue any further refunds. 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 further refunds I will be happy to reach back out. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:03/27/2025
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.
This company uses third party scamming. I initially used a search engine to plan a hotel stay and clicked on what I thought was the hotel chains official site. Much to my dismay it was a scam. Once I received the conformation email for the room that was booked I found that the room was going to cost nearly twice the cost that the official hotel was charging because of multiple fees. I contacted hotelplanner.com immediately and they said that I would receive a full refund. This has been going on for over three months and has been multiple phone calls and emails. I am still requesting a refund of $43 that they are saying was refunded initially, but I am still missing the money. This is how the 3 refunds have been given: the first was on Jan 21st for $43 (which was for the protection plan refund), the second on Jan 22nd for $287.77, and the third on Feb 11th for$110.26. These three refunds equal a total refund of $****** (43+287.77+110.26= ******). I was charged $484.03 on Jan 21st. I am still owed $43 (484.03-******=43). They keep telling me to confirm with by bank (which I have) and in addition this was booked thru ****** and I have provided them with my ****** records. Reading the other complaints, they are going to ask for the Itinerary number and it is H10244758.
Business Response
Date: 03/28/2025
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
******************************************************************

Customer Answer
Date: 04/07/2025

Complaint: 23123640

I am rejecting this response because: The refund still has not been received.

Sincerely,

**** ***********
Business Response
Date: 04/08/2025
Hello ****,
Thank you for your patience! I am pleased to inform you that a refund of $441.03 was issued back onto the card used to purchase your reservation. 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
Hello ****,
Thank you for your patience! I am pleased to inform you that a refund of $441.03 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 04/09/2025

Complaint: 23123640

I am rejecting this response because: I was charged $484.03 on Jan 21st, therefore I am still owed $43. I appreciate that $441.03 has been refunded, but that is not the total amount that was charged.

Sincerely,

**** ***********
Business Response
Date: 04/14/2025
Hello ****,
Thank you for your patience! I am pleased to inform you that we have issued a refund for the full price of your reservation, a refund of $441.03 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 04/19/2025

Complaint: 23123640

I am rejecting this response because as stated earlier all of this information is in the correspondence between myself and your business. I was charged $484.03 and per your response have only been refunded $******. I have provided documentation of the financial records. In addition, I have confirmed with both ****** and my bank that I received 3 refunds the first was on Jan 21st for $43 (which was for the protection plan refund), the second on Jan 22nd for $287.77 , and the third on Feb 11th for$110.26. These three refunds equal a total refund of $****** (43+287.77+110.26= ******). I was charged $484.03 on Jan 21st. I am still owed $43 (484.03-******=43). If your records are different could you please provide documentation of the charges and refunds from your business showing a full refund of $484.03. Thank you for your time.

Sincerely,

**** ***********
Business Response
Date: 04/24/2025
Greetings,
I'd love to help clarify! Please be advised that we have issued a full refund of the charges made to you. For the $43.00 please contact ****** or your bank. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/30/2025

Complaint: 23123640

I am rejecting this response because: I have emailed you directly as you requested and have not received any correspondence outside of this communication thru BBB. All of this information should be in the correspondence between myself and your business regarding Itinerary # H10244758. I was charged $484.03 and per your response have only been refunded $******. I have provided documentation of the financial records (see attached). In addition, I have confirmed with both ****** and my bank that I received 3 refunds the first was on Jan 21st for $43 (which was for the protection plan refund), the second on Jan 22nd for $287.77 , and the third on Feb 11th for$110.26. These three refunds equal a total refund of $****** (43+287.77+110.26= ******). I was charged $484.03 on Jan 21st. I am still owed $43 (484.03-******=43). If your records are different could you please provide documentation of the charges and refunds from your business showing a full refund of $484.03. Thank you for your time.

Sincerely,

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

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