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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  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: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,
  
  **** ***********

• 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.

  I prepaid for a Non-Smoking Room on Feb 23 for a reservation dated for March 7 - 9. Upon arrival to the hotel, the manager had stated that he had already given all his non smoking rooms away and all he had available was Smoking Rooms. My family of 5 does not smoke but we thought we could make it work for x 2 nights. When we entered the room the smell of smoke was awful, the comforters on both beds had > 15 cigarette burn holes, the toilet seat even had cigarette burn marks on it. We went back to the manager and stated that we could not stay there and asked for a refund, he said that he could not do that. The manager told my wife and I that it was not his problem. We left and had to find another hotel room which luckily we did find one. I just want refunded my payment.

  

  Business Response

  Date: 03/27/2025

  Greetings,

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 If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

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

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

  2. MUST state cardholder dropped or withdrew the dispute

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

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

  Thank you for your patience through this process.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23122950
  
  I am rejecting this response because: I have already tried through emails with your company to have this matter resolved prior to coming to ************************. You guys refused to help me then, and now I want everyone to know how you guys poorly handle your patrons not getting the room that was reserved. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/28/2025

  Greetings ****, 

  We apologize for this interaction and I'd love to help but once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

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

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

  2. MUST state cardholder dropped or withdrew the dispute

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

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

  Thank you for your patience through this process.

  Kindly,

  ******* Planelles 
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23122950
  
  I am rejecting this response because: I will wait until the ********** closes its case and let you know. By the way, if asking the Econo Lodge in ********* for a courtesy refund is your idea of help, that's a joke.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/26/2025

  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 online, I thought with *******. Turns out it was this 3rd party reservation company and p***aid. I needed to check out early. The hotel said I should contact this company and the manager was fine with my early check out. When I called, the *** checked with the hotel and said the manager denied the refund. Clearly wrong. The *** escalated this request and said the refund was not guaranteed.

  

  Business Response

  Date: 03/26/2025

  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: 04/01/2025

  Greetings *******, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

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

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

  

  Business Response

  Date: 04/03/2025

  Greetings *******, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

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

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23118379
  
  I am rejecting this response because I have spoken with the manager, who said the refund was ok.  I have told the reservation service this many times.  Now the hotel manager has changed his response and said I will hear from the owner next week.  Very poor customer service.  And a reservation page that is devious in that it seems to be the hotel when actually it is a third party.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/03/2025

  Greetings, 

  If you do have the name of the manager at the property who approved your refund I will be happy to reach back out!

  Kindly, 
  ******* *********

• Initial Complaint

  Date:03/25/2025

  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.

  This is a complaint against Hotel Planner Ref# ********. I am requesting a refund of $368.99 for a room I had to cancel.On 3-3-25 I called Home2Suites in ********, SC for a room reservation. I thought I was talking to the hotel. I made the reservation for 4-9-25. Room total = $476.00, nightly rate $368.99, Fees $107.01.I then received an official looking e-mail I thought from the hotel confirming the reservation.On 3-14-25, I called Home2Suites to cancel the reservation. I was told I needed to call the 3rd party, Hotel Planner ************. Hotel Planner cancelled my reservation and refunded $107.01 but not $368.99. I did not realize there was such an extreme refund policy.A short time later, I noticed a credit charge of $25 for SMARTYPLUSNET HUE. SCAM or COINCIDENCE??? I did not authorize this charge.On 3-18-25, contacted Hotel Planner with no satisfaction. Tried calling again on 3-24-25 and only got a recording.Sill requesting the $368.99 room refund.Thanks for your help.

  

  Business Response

  Date: 03/25/2025

  Hello *******, 

  I have exciting news to share! I am pleased to inform you that a full refund of $476.00 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: 03/29/2025

  My complete refund $476 has been credited to my credit card. Thank you!

  On 3-14-25 when I canceled my reservation, minutes later I was alerted that $25 was charged by SMARTYPLUSNET HUE. Did Hotel Planner make this charge without my consent?

• Initial Complaint

  Date:03/24/2025

  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.

  February 14th 2025 hotel planters heads reserved me a room at nights in in ************ ******* I stayed for 4 days not my 14 had to leave due to the death in the family inform them of this I have not received my refund for 10 days than a month and a half been getting nothing but a run around from the company as for supervisors president of the company the people that are running it are scamming everybody telling you you have insurance your insurance will cover you to get your money back you pay $139 for the insurance I paid a whole total of $1,575.22 the hotel refuses to give me any refund. The company that I got it through hotel planner refused to give me my money back they said I have insurance yet I have not got my money back from them sent them a funeral card they use every excuse not to give somebody their money back they need to be investigated to the fullest I am going to do everything I can to make sure every one of these reports get to the proper people

  

  Business Response

  Date: 03/25/2025

  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

  Greetings *******,

  Thank you for your patience! I am pleased to inform you that the refund protection claim was successfully approved on 03/25/2025.Refunds under this program will be paid within 30 days from the date of approval via a paper check from ************* 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

  Greetings *******,

  Thank you for your patience! I am pleased to inform you that the refund protection claim was successfully approved on 03/25/2025. Refunds under this program will be paid within 30 days from the date of approval via a paper check from ************* if you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

• Initial Complaint

  Date:03/24/2025

  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 made a reservation to stay at ********** several months in advance. I prepaid for this reservation in full using hotelplanner.com. When we arrived to the hotel we were turned away because the reservation was canceled by hotelplanner.com for no reason. We had to find a hotel somewhere else. When I called hotelplanner.com they would just give me the run around and did not issue a refund.

  

  Business Response

  Date: 03/24/2025

  Greetings ******, 

  I'd love to help, but I am having a hard time finding your reservation with the name, email, and phone number provided. Please provide me with the itinerary number for your reservation, and I'd be more than further assist you with your reservation. I look forward to hearing back from you and assisting!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23110118
  
  I am rejecting this response because: 

  ******* I have sent you two (2) emails from the company email and you just ignored them before I made a complaint with the BBB. I have attached a copy that shows all the information for our stay. The reservation number was H9334420. Under the name **** *********. At *********** **************** an IHG Hotel **************************;**************************;*************. Their phone number is **********. The dates were 2-21-25 through 2-23-25. 

  I Provided clear evidence from the hotel that the cancelation came on 2-13-25 from hotelplanner.com with no explanation.

  Hotelplanner.com not only embarrassed our family at the front desk. Now they ignore families when done wrong. 

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

  

  Business Response

  Date: 03/25/2025

  Greetings, 

  Thank you for sharing your itinerary number, I wanted to let you know that we are working on your reservation!

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

  Kindly, 

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

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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23110118
  
  I am rejecting this response because:
  

  Where is my refund??????

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

  

  Business Response

  Date: 03/28/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $341.02 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: 04/10/2025

   
  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:03/22/2025

  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.

  On 2/27/25 I reserved a motel room from 3rd party agent Hotel Planning to attend my brothers funeral. The dates of the reservation were 3/7, 3/8, and 3/9 and were made 1 week in advance of the stay. H10309679 price $581.84. I paid for change protection since other out-of-town family plans were not yet final. Due to unanticipated changes by other family, I needed to cancel the 3rd night, so I called back still about a week ahead of the stay. The agent said the original reservation needed to be cancelled and replaced by a new one for just the first 2 nights H10558195 price $394.97 and partial refund of $353.43 would be paid right away. That means the first res * second res - partial refund amount to $623.28. Their protection ends up costing me $41.44 more than not having protection at all, which makes absolutely no sense! Since was led to believe I had purchased protection, fairness would dictate refunding the rest of the first reservation. The prices were not cut rate at all.

  

  Business Response

  Date: 03/25/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $581.84 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: 03/28/2025

   
  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,
  
  ***** *********

  Customer Answer

  Date: 03/28/2025

  The following led directly to the complaint, but although it caused no out of pocket expense to me, I feel it should be noted.

  When I originally visited the ***** Planner site, I was unaware it was a 3rd party. Instead I thought it was a Hilton site which I chose since other family was staying there. On the site, I selected a room at a price similar to what those family reported paying. Details displayed on the site were room pictures amenities and price, as well as a count-down timer showing a deadline for getting the offered price. However, the accept button was not functioning even though time showed on the timer. When it timed out I called the phone number displayed and was told the price was several hundred dollars higher. Looks to me like bait and switch. Needless to say I was upset and asked for a direct number for the hotel. The agent told me to look it up in the Yellow Pages. I hung up but called back to arrange the other booking (which you are aware of).

  I appreciate your efforts to resolve the second booking. I felt you would like to know the whole story.

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

• Initial Complaint

  Date:03/22/2025

  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.

  On March *******, I called what I thought was the front desk of **********, but turned out to be guest reservations at hotel planners which I was not aware. I specofically asked for the best price for 2 refundable rooms for June 30th. it was only after my credit card was obtained that I was informed of the cancelation policy which then involved my needing to pay $57.15 per room to cancel for extenuationg circumstances. When I looked at tyhe email confirmation I saw my reservation was for nonrefundable rooms and I had also paid $57.90 to purchase a cancelation policy which I was not aware of. I immediately called back and informed the company I felt the practices were deceptive and I was told my reservation would be cancelled and no charge incurred. I did receive email confirmation only to then receive another email stating this was not the case after reviewing the phone conversation. Multiple phone calls and email requests to speak to management requesting a return call with a replay of my recorded phone conversation with the agent have gone unanswered. My AMEX has been charged full fee of $648 and no refund provided yet. It is my understanding I will receive $501 as this is less the price of the policy and the $57.15 per room cancelation fee. I feel Hotel Planners represents deceptive practices and does not even extend the courtesy of contacting customers. Supporting documents and emails can be provided if necessary.

  Customer Answer

  Date: 03/23/2025

  I hope these attachments, communications with the hotel (*************) and the booking entity (***************), will help in clearly showing how I was misled by ***************.

  

  Business Response

  Date: 03/24/2025

  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: 03/25/2025

   
  Better Business Bureau:
  
  I hope these attachments, communications with the hotel (*************) and the booking entity (***************), will help in clearly showing how I was misled by ***************.
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23102784
  
  hope these attachments, communications with the hotel (*************) and the booking entity (***************), will help in clearly showing how I was misled by ***************.

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

  Customer Answer

  Date: 03/27/2025

  I have received email communication from **** ****, customer support, Hotel planner representative. She did inform me the second reservation has been canceled. This has been confirmed with Hotel Caza management. I was also informed an attachment of the refund was attached and a text was sent with said information. Neither have been received. I informed her and advised I would not close my complaint until I was assured a full refund of the $ ****** was credited to my account. She said I was to contact her if the refund did not credit by April 8th, but still failed to inform me of amount. I will reply to you when I receive the refund and see what next step would be if not to our satisfaction.

   

  Again, I thank you for your assistance with this extremely frustrating experience. I do feel your involvement has resulted in action on their part. 
  

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

  Customer Answer

  Date: 03/31/2025

  I have just received notification from Hotel Planners that my refund will only be $590.78 which is not the total amount I was charged. This is less-the $57.60 charged for a refund protection plan I was not aware I purchased. I do not feel this to be satisfactory resolution of the matter. I would like to request this amount be refunded as part of the dispute.

  

  Business Response

  Date: 03/31/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $590.78 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: 23102784
  
  

  
  

  I have just received notification from Hotel Planners that my refund will only be $590.78 which is not the total amount I was charged. This is less-the $57.60 charged for a refund protection plan I was not aware I purchased. I do not feel this to be satisfactory resolution of the matter. I would like to request this amount be refunded as part of the dispute.
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 04/01/2025

  Please see the correspondence detailing the attempt to recover the entire charge of $648.38 from Hotel planner, a 3rd party booking agency for Hotel Caza.After registering my complaint with your organization on 3-24-25, you will note i was finally contacted by ******* regarding the inconvenience I had experience. Upon her informing me my refund would be refunded I requested to receive a total amount being refunded, as no attachment or text message was received regarding such. No notification of the amount being refunded was received until I was informed of the final refund of $590.78 being processed. I would like to continue my dispute with them, as the $57.60 amount charged for the refund protection package was not refunded. I was not informed of this charge prior to my credit card being processed and I feel the booking practices of the organization are deceptive. I made multiple attempts to receive a phone call to provide me with a replay of the booking conversation with the agent, to no avail. 

  I appreciate your assistance with my obtaining a refund for the "refundable " room reservation, which turned out to be nonrefundable per the confirmation email, of which I was totally unaware. I would like to pursue my request to obtain a "full refund" of all the charges incurred, of which I feel I am still owed $57.60. 

  Thank you for any additional assistance you might be able to provide me in obtaining complete resolution of my concern.

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

  

  Business Response

  Date: 04/02/2025

  Hello *****, 

  We're happy you gave us the opportunity to review this for you! I am pleased to inform you that a full refund of $648.38 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, please don't hesitate to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 04/02/2025

  I received an email from Hotel Planner advising me the $57.60 for the refund protection policy is being refund. As of now charges for the hotel fee and the refund policy are pending with no actual credit released to ****************. I will close out the complaint only after they release the payment and my account is fully credited. 
  

  Thank you again for your attention to my concern. I hope for full resolution soon.

   

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

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23102784
  
  

  I received an email from Hotel Planner advising me the $57.60 for the refund protection policy is being refund. As of now charges for the hotel fee and the refund policy are pending with no actual credit released to ****************. I will close out the complaint only after they release the payment and my account is fully credited. 
  

  Thank you again for your attention to my concern. I hope for full resolution soon.

   

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

  
  

• Initial Complaint

  Date:03/21/2025

  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 am complaining about hotelplanner.com. I made a phone reservation, which I assumed was directly with Holiday Inn Express and Suites. It turns out that the website was replicated to look like Holiday Inn Express and Suites with a local area code phone number. When I called, the person on the other line said that it was the reservation desk. I made the reservation for two nights and used my credit card to reserve them. Never did the person I spoke to identify themselves as a third party called hotelplanner. I assumed I was talking directly to the *********** as I would never make a reservation through a third party. I received an email with confirmation number H10640958. I didnt notice the dates were actually wrong in the reservation as the person on the other line made them from March 23rd-25th not May 23rd-25th. A week later I noticed I had been charged the total amount for the stay ($494.18) and not just to hold the room which I definitely did not agree to. This is when I realized the dates were wrong as well. I decided to call to remedy both things. After several hours of me calling several numbers starting with the holiday inn. I found out it wasnt Expedia (holiday inn suggested this.) Expedia figured out it was booked through hotelplanner. Once talking to hotelplanner I also discovered I had been signed up for reservation protection for $43.90 (this was added to the room fee with the total being $494.18.) At this point in time I am supposed to wait and see if they refund me or not. I am supposed to get an email stating such. I am extremely unhappy with the way hotelplanner conducted themselves as it was extremely deceitful. Due to the fact that they reserved the wrong dates its now too late for me to rebook as the hotel is now full. I will be demanding a full refund from them, but there is no way to remedy the fact that my son will no longer be able to play in the soccer tournament (stay and play tournament requires a hotel stay.)

  

  Business Response

  Date: 03/24/2025

  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: 03/25/2025

   
  Complaint: 23101001
  
  I am rejecting this response because: until the matter is resolved I dont wish to say Im satisfied. Furthermore this response seems like an auto draft. What reservation are you working on? I cancelled it already because it was made by your business for the wrong dates. I cancelled no longer take my family on the planned trip.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/25/2025

  Greetings *******, 

  I come bearing happy news! I am pleased to inform you that a full refund of $494.18 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 03/25/2025

   
  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,
  
  ******* *******