Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 652 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2025
Type: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.
booked wrong date for 3/18/25 rebooked after customer services said I needed to rebook before refund. I then booked 3/20/25-3/22/25 sudden event caused us to cancel reservations for hotel. **************** said the had to "make a ticket" for approval. Today 3/20/25 I was declined on both refunds and issued a half off deal if used within 120 days. I called hotel and they were 100% ok with refunding as long as 3rd party took care of it. Hotel ***********
Business Response
Date: 03/20/2025
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: 03/24/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a refund of $248.81 has been issued for reservation #H10709985 only with a refund of $264.20 for reservation #H10710184, please allow 2-10 business days for the refund to be visible to you. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 03/25/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a refund of $248.81 has been issued for reservation #H10709985 only with a refund of $264.20 for reservation #H10710184, please allow 2-10 business days for the refund to be visible to you. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
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:03/19/2025
Type: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 mistakenly made a hotel reservation via HotelPlanner, thinking I was calling the hotel itself (HolidayInn, *********). The person who made the reservation's name was ***. I asked him how much it was and he gave me the total of: 1, ****** and then asked I asked how long do I have to cancel, and he replied you have 24 hours before check in for refunds, I asked how much I was getting charged on that day, and he said nothing. This was just supposed to be a hold to reserve my room, and he went ahead, charged the full amount, and made a non-refundable reservation. I have attempted to call about 12 times, and nothing gets resolved. I have also disputed this via my bank. I want a full refund, as I was lied to. I have attached an email they sent to confirm the refund, however the bank does not see that being processed on their end. I called within less than 24 hours to cancel the reservation, that I made on Friday, March 14 (same day I made the reservation, and I am still waiting on my refund with no further response from them.Business Response
Date: 03/19/2025
Good Evening ******,
I come bearing happy news! I am pleased to inform you that a full refund of $1,373.91 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:03/18/2025
Type: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 November 24 2024, I booked a hotel reservation for 2 nights, November 28, 2024 and November 29, 2024 ******************, ***********************, Phone number ************** thru online. The booking was for The *********** in *********, ********. After booking the reservation I saw the email with all the extra charges, which totaled $414.17 and i reached back out to Hotel Planner to cancel the reservation because it was too expensive. I received an email back showing they had cancelled the refund protection charge of $32.45, and said the rest of the reservation was nonrefundable. Because we were told it was nonrefundable we decided to use that reservation. On November 28th we traveled to *********, ******** for Thanksgiving. We drove to The *********** to check in. The front desk told us our whole reservation had been cancelled. I called ********* Planner and spoke to a *** who told me there was no one there to speak to because of the holiday and she would have someone call me back. We then had to pay again $321.56 to spend the 2 night at The ***********. No one ever called **** have called and emailed many times, I have been told I would get a refund and it has never been refunded.I filed a dispute with my bank and Hotel Planner did not respond. I made another call and was told if I dropped the dispute, I would be refunded, but that has not happened. I was ask to send a letter from my bank saying the dispute was dropped and then they could proceed with the refund. I was never refunded.I would like to be refunded for the full amount I paid of $414.17 since I was not able to use my reservation which I was told was non refundable.I have attached many of the documents to show the reservation, the cancellation, the amount I had to pay because reservation was cancelled. I also am attaching some of the emails saying I would receive a refund but have not received anything.I have tried to upload multiple documents but it is only allowing 2.Thank youBusiness Response
Date: 03/19/2025
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: 03/25/2025
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 disputeIf 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: 03/26/2025
I read the response from Hotel Planner saying they are viewing my reservation. I have been trying to get a refund since November 28, 2025. I have included 2 emails that state i will be
receiving a refund that has never happened. I would like a full refund of what I paid for my reservation of 2 nights which had been cancelled when we went to check.
I have included the receipt of our new payment we had to pay to stay the 2 nights have Hotel Planner cancelled by reservation and never refunded my money.
Thank you
Customer Answer
Date: 03/26/2025
Complaint: 23084617
I am rejecting this response because: I have waited since November 28, 2024 for a full refund of what I paid for the reservation. I have attached emails I have received saying I will be getting a refund from Hotel Plannerbut it never happens. We found out our reservation was cancelled on November 28, 2024 when we went to check in at our Hotel we had booked with Hotel Planner. We had to repay to spend the next 2 nights
at The ************ I have attached the receipt of what we paid because our reservation was cancelled. I expect a full refund of $414.17 which is what we paid to Hotel Planner, but was cancelled by them.
I have been getting the run around since November. Please refund my money.
Sincerely,
****** *********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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 03/27/2025
I have attached the letter from my bank, *************************** dated February 20, 2025 which states the dispute with you was cancelled. It has the name of the bank, the amount
of the dispute, the last 4 digits of my card number and my name. I had already previously submitted this in February when one of your **** ask me to do this. I was then told I should receive
my refund but I have never received it. Again, I have been dealing with all of this since November and have been told multiple times I will get my refund, and it never happens.
I would appreciate you refunding my money which should have been done months ago.
Thank you
Customer Answer
Date: 03/28/2025
Complaint: 23084617I have attached the letter from my bank, ************** and ******** dated February 20, 2025 which states the dispute with you was cancelled. It has the name of the bank, the amount
of the dispute, the last 4 digits of my card number and my name. I had already previously submitted this in February when one of your **** ask me to do this. I was then told I should receive
my refund but I have never received it. Again, I have been dealing with all of this since November and have been told multiple times I will get my refund, and it never happens.
I would appreciate you refunding my money which should have been done months ago.
Thank you
Sincerely,
****** *********Business Response
Date: 04/02/2025
Greetings ******,
Thank you for reaching back out! I had my supervisors take a deeper look into your reservation and they have let me know that this reservation was disputed and the dispute was won in your favor, therefore we are locked out of the account and are not able to issue a refund. If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 04/04/2025
This does not make any sense to say the dispute was won in my favor but my account is locked and you are unable to process the refund. I have sent every document possible to prove I should get a full refund of $414.17.
I have attached the letter from my bank stating the dispute was dropped, 3 times now, which is what you and other reps **************** I have been told multiple times I will receive a refund and it never happens. You are being fraudulent by telling me I will receive my refund and now telling me you cannot process it.
It leaves me no other choice, but to have my lawyer go after my refund and you will also be paying for the lawyer fees because you are being fraudulent. I have every document with the reservation, cancellation, emails stating I will receive my refund, emails asking for the bank letter, which I have sent multiple times.
If I do not receive my refund by next Tuesday, April 8, 2025, I will be calling my lawyer.
Customer Answer
Date: 04/08/2025
Complaint: 23084617This does not make any sense to say the dispute was won in my favor but my account is locked and you are unable to process the refund. I have sent every document possible to prove I should get a full refund of $414.17.
I have attached the letter from my bank stating the dispute was dropped, 3 times now, which is what you and other reps **************** I have been told multiple times I will receive a refund and it never happens. You are being fraudulent by telling me I will receive my refund and now telling me you cannot process it.
It leaves me no other choice, but to have my lawyer go after my refund and you will also be paying for the lawyer fees because you are being fraudulent. I have every document with the reservation, cancellation, emails stating I will receive my refund, emails asking for the bank letter, which I have sent multiple times.
If I do not receive my refund by next Tuesday, April 8, 2025, I will be calling my lawyer.
Sincerely,
****** *********Business Response
Date: 04/09/2025
Greetings ******,
Thank you for reaching back out! I had my supervisors take a deeper look into your reservation and they have let me know that this reservation was disputed and the dispute was won in your favor, therefore we are locked out of the account and are not able to issue a refund.
Kindly,
******* PlanellesCustomer Answer
Date: 04/11/2025
Complaint: 23084617
I am rejecting this response because: I read the response from Hotel *********** and it does not make any sense that they are locked out of my account.The dispute was dropped in February(per your *** asking for this to be done so you could refund me) and this is the third time I am sending the Bank letter stating the dispute was cancelled.
I still have not been refunded! i called my bank, ************************************* and I spoke with the Vice President (**** ********). She said there is no
lock on my account and the dispute was dropped in February. She asked that you give her a call at ************, and she will confirm this again. She said
there is no reason you can not refund my money of $414.17.
I would appreciate your company doing what is right and honest and refunding my money.
Sincerely,
****** *********Business Response
Date: 04/16/2025
Greetings ******,
I'd love to help clarify! Pleas be advised that this reservation was disputed and the dispute was won in your favor, therefore we are locked out of the charge. This reference number that will help you confirm this with your bank /credit card company:(ARN) 24204294330000211562099
Kindly,
******* PlanellesCustomer Answer
Date: 04/26/2025
I contacted my bank after receiving this last reply from Hotel Planner. I have attached a letter from my bank, ************************************, stating that our account is open and is not locked and has not been locked in the past. I also reattached the letter stating the dispute was cancelled in order to process the refund, which was requested from Hotel Planner in February 2025.
There is no reason that my refund has not been processed. If you are unable to help me with this then I would like to speak to someone above you who has authority to refund my money.
Business Response
Date: 04/29/2025
Greetings ******,
I'd love to help clarify! Please keep in mind that this reservation was disputed and the dispute was won in your favor. This reference number that will help you confirm this with your bank /credit card company:(ARN) 24204294330000211562099
Kindly,
******* PlanellesCustomer Answer
Date: 05/10/2025
Complaint: 23084617
I am rejecting this response because: Hotel Planner took my money of $414.17 and cancelled my reservation so I could not use it. When we got to hotel andfound this out, we had to repay for 2 nights to stay there. I have tried every way since November of 2024 to get my money back because Hotel Planner is the one who cancelled the reservation and did not return my money. They have said my dispute was won in my favor but they are locked out of my account to refund. This is a lie. My banks has sent them 2 different statements telling them they can refund the money and they have not. This is FRAUD!!! I would like to file a final complaint with the BBB to list Hotel Planner as fraudulent and to have this filed against their reviews and any other thing that can be done thru the Better Business Bureau.
Sincerely,
****** *********Initial Complaint
Date:03/18/2025
Type: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.
Tried to book a hotel room. Nowhere did I see the name hotel planning dot com. This is absolute fraud. I want a full refund.Business Response
Date: 03/19/2025
Hello *******,
I have exciting news to share! I am pleased to inform that a full refund of $1,928.74 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: 03/19/2025
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:03/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel through this website thinking it was through the direct party, but it was actually a third party. When I called the hotel, they indicated I had booked through Expedia, but when I reached out to Expedia they had no record of my reservation. I wanted to change my reservation and when I attempted to cancel within two hours of booking I was hit with extraordinary penalties, close to $200. This is ludicrous and needs to be rectified with the company, however, they customer service is impossible to get in contact with.Business Response
Date: 03/18/2025
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: 03/19/2025
Complaint: 23082461
I am rejecting this response because: your company is a scam company. In answer to BBB, you only came back with a statement that you are working on the reservation. It is an automated response. The reservation has already been cancelled. I expect a full refund, not the meager amount you sent to AMEX.
Sincerely,
****** ***********Business Response
Date: 03/24/2025
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* Planelles
Business Response
Date: 03/25/2025
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 03/25/2025
Complaint: 23082461
I am rejecting this response because: Youve sent another scam auto response. Ive disputed the charge and now youre asking for a letter to withdraw the dispute. Are you kidding me? I maintain that I should get a full refund, as I cancelled within hours of the mistaken reservation.
Sincerely,
****** ***********Business Response
Date: 03/26/2025
Please be advised that after taking a look at your reservation we see that it was disputed on 03/23 /25, please view the images attached. 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 disputeIf 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: 03/26/2025
Complaint: 23082461
I am rejecting this response because: you continue to want me to withdraw the dispute but promise no positive outcome. I will not lose my credit card protection so am not withdrawing the dispute.
Sincerely,
****** ***********Initial Complaint
Date:03/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation online on 3-16-24 at *********** in ****** , ***** looked like i was making it on the hotel site. I would not have used a 3rd party. Itinerary number H10706757. Confirmation number is54865309. They charged me for a refund protection plan. Also something I would not have agreed to. I cancelled the reservation on 3-17-24. They did not refund me for the total amount. The charge was $326.43, which was more than the price i clicked on. The refund was only for $110.25. I then realized I was working with a 3rd party called reservations @lodging.support.I have tried to call, email, live chat and cannot get any response.The hotel had no record of this reservation.Customer Answer
Date: 03/18/2025
The dates I gave in the complaint were the wrong year. I mistakenly wrote 24 for year. It is meant to be 25.
Also the dates for the hotel room was 3-21-25 to 3-22-25.
Business Response
Date: 03/18/2025
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: 03/20/2025
Complaint: 23081861The dates I gave in the complaint were the wrong year. I mistakenly wrote 24 for year. It is meant to be 25.
Also the dates for the hotel room was 3-21-25 to 3-22-25.
Sincerely,
******** ***********Business Response
Date: 03/25/2025
Greetings ********,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $326.43 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:03/17/2025
Type: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 am attending an anesthesia convention in *********, ** in March. On 1/20/25, I called who I thought was the hotel directly, to make a reservation for said convention. I requested a room in the anesthesia block to allow for discount. The agent I was working with could not find the block and continued with the reservation. By the end of our conversation I asked that the reservation be canceled unless I could be guaranteed a discounted blocked room. The agent then canceled my reservation. I did not receive any email confirmations or cancelations. The only communication I received was the uploaded text. When I received my Discover bill in Feb, it showed only a partial refund. Charged $1873.03 on 1/20/25 and refunded $1404.77 on 2/3. I opened a dispute with ********. They have denied my dispute due to insufficient documentation. I have provided all the documentation that I have. They suggested I call the company at **************. I cannot reach a live person. I input my info and it responds reservation canceled. Discover encouraged me to make this complaint. Currently I have a hotel reservation at the same hotel, through my organization's website.Business Response
Date: 03/17/2025
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 03/31/2025
I have followed the instructions set forth by Hotel Planner. Please see screenshot of sent email.Customer Answer
Date: 03/31/2025
I have completed the instructions to continue dispute with Hotel Planner.Customer Answer
Date: 03/31/2025
Complaint: 23070384I have completed the instructions to continue dispute with Hotel Planner.
Sincerely,
**** ******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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Initial Complaint
Date:03/16/2025
Type: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.
1)booked wrong date(mybad) on prepaid reservation 2) Robot emails promised voucher mar 9 and expected 2 -3 business days later Did not arrive Filed complaint with pay pal Then they told me there was a delay No trust 3)Hotel calls me to advise me of 2 reservations for proper date one prepaid and confirmed and one NOT PREPAID fr EXPEDIA which I did NOT BOOK ON NEW DATE HOTEL TOLD ME THEY CANT Cancel only 3rd party cAn HOTEL PLANNERS TOLD ME TO CONTACT THEM BY EMAIL I DID BBB NEEDS TO ISSUE ALERT AS BASED ON MY AND THE OTHERS IM READINF G I am facing oved $2000 liabolity for a $800 stayCustomer Answer
Date: 03/17/2025
Phantom hotel resrrvation resolved
Remove complaint
Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation by phone and was assured I would receive a FULL REFUND, including the ***** refund protection plan fee. THEY LIED. I have spent over four hours via email and phone being bounced around and still cannot secure a full refund. Itinerary Number:H10567190 ******** ***** Check In:April 4, 2025 (Fri)Check In Time: 4:00 pm - 3:00 am Check Out:April 6, 2025 (Sun)Check Out Time: 11:00 am Hotel:Surf Suites ***************************************************************************************************************************** Cancellation Policy:Each room in this reservation is refundable with a penalty: Bookings cancelled before 04/02/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 04/02/2025, 6:00 *************** time).The following policy was agreed to at 8:38AM CST on 01-Mar-2025 at the time of booking.Refund Protection:Refund Protection Plan Number 4f524141-0053-0000-02a1-f9ebebb3f775 $***** USD **************************** booking includes a 6 month(s) free membership to Global Privileges. No Credit Card required In this free trial, you will have access to premium travel benefits, including:+ **************** Rates Worldwide + Excursion Included + Four Free Airport Lounge Visits + Free $100 ********* Card or $100 Hotel Credit + Global Entry with TSA PreCheck + 2 free tickets to a HotelPlanner Tour golf event + Many More Travel Benefits You will receive an email on April 4 with your new account details. There is no sign-up or credit card required, and you are not charged once your free membership expires.If you do not want this access, cancel it by viewing this reservation online, or ignore this message and your membership will not be *****************:Live Chat Request a Call ******************************************* *************** Tax *********************** USD Total:$861.67 USD (prepaid)Business Response
Date: 03/12/2025
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: 03/12/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that I escalated this and a full refund of $785.12 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 tor each out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 03/12/2025
I received a "Noreply" text msg:
"********** reservation (H10567190) refund in the amount of $785.12 has been processed today. Please allow 2-10 business days for this to be visible to you."
However, they owe me Total: $861.67 USD as I was told when I made the reservation. They have taken hours from me, scamming. This won't be resolved until I receive the full amount of $861.67 USD.
Thank you BBB for your help!
****** *****
Itinerary Number: H10567190
Status: Cancelled
Any applicable refunds have been processed
Guest Name: ******** *****
Rooms: 1 room for 2 nights
Check In: April 4, 2025 (Fri)
Check In Time: 4:00 pm - 3:00 am
Check Out: April 6, 2025 (Sun)
Check Out Time: 11:00 am
Hotel: Surf Suites
********************
****************************
*************
near Exit 420b a on I-40 (~6.8mi)
Cancellation Policy: Each room in this reservation is refundable with a penalty: Bookings cancelled before 04/02/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 04/02/2025, 6:00 *************** time).
The following policy was agreed to at 8:38AM CST on 01-Mar-2025 at the time of booking.
Refund Protection: Refund Protection Plan Number 4f524141-0053-0000-02a1-f9ebebb3f775
Submit a Refund Request for Hotel Reservation
The above plan was chosen at 8:38AM CST on 01-Mar-2025 at the time of booking, from IP address *************.
$76.55 USD
Global Privileges: ********** booking includes a 6 month(s) free membership to Global Privileges. No Credit Card required
In this free trial, you will have access to premium travel benefits, including:
+ **************** Rates Worldwide
+ Excursion Included
+ Four Free Airport Lounge Visits
+ Free $100 ********* Card or $100 Hotel Credit
+ Global Entry with TSA PreCheck
+ 2 free tickets to a HotelPlanner Tour golf event
+ Many More Travel Benefits
Status: Cancelled
Support: Live Chat Request a Call
*******************************************
***************
Tax Recovery & Fees: $219.14 USD
Total: $861.67 USD (prepaid)Customer Answer
Date: 03/13/2025
Complaint: 23056750I received a "Noreply" text msg:
"********** reservation (H10567190) refund in the amount of $785.12 has been processed today. Please allow 2-10 business days for this to be visible to you."
However, they owe me Total: $861.67 USD as I was told when I made the reservation. They have taken hours from me, scamming. This won't be resolved until I receive the full amount of $861.67 USD.
Thank you BBB for your help!
****** *****
Itinerary Number: H10567190
Status: Cancelled
Any applicable refunds have been processed
Guest Name: ******** *****
Rooms: 1 room for 2 nights
Check In: April 4, 2025 (Fri)
Check In Time: 4:00 pm - 3:00 am
Check Out: April 6, 2025 (Sun)
Check Out Time: 11:00 am
Hotel: Surf Suites
********************
****************************
*************
near Exit 420b a on I-40 (~6.8mi)
Cancellation Policy: Each room in this reservation is refundable with a penalty: Bookings cancelled before 04/02/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 04/02/2025, 6:00 *************** time).
The following policy was agreed to at 8:38AM CST on 01-Mar-2025 at the time of booking.
Refund Protection: Refund Protection Plan Number 4f524141-0053-0000-02a1-f9ebebb3f775
Submit a Refund Request for Hotel Reservation
The above plan was chosen at 8:38AM CST on 01-Mar-2025 at the time of booking, from IP address *************.
$76.55 USD
Global Privileges: ********** booking includes a 6 month(s) free membership to Global Privileges. No Credit Card required
In this free trial, you will have access to premium travel benefits, including:
+ **************** Rates Worldwide
+ Excursion Included
+ Four Free Airport Lounge Visits
+ Free $100 ********* Card or $100 Hotel Credit
+ Global Entry with TSA PreCheck
+ 2 free tickets to a HotelPlanner Tour golf event
+ Many More Travel Benefits
Status: Cancelled
Support: Live Chat Request a Call
*******************************************
***************
Tax Recovery & Fees: $219.14 USD
Total: $861.67 USD (prepaid)
Sincerely,
****** *****Business Response
Date: 03/13/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that I escalated this and a full refund of $785.12 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: 03/13/2025
Complaint: 23056750
I am rejecting this response because: They owe ******. When I called to make the reservation, their representative on the phone told me if I canceled, I would receive a FULL REFUND, including cancellation protection amount of $76.55. I now see several complaits of the same nature all over the internet. It is a scam.
Sincerely,
****** *****Business Response
Date: 03/14/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that I escalated this and a full refund of $785.12 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: 03/14/2025
Complaint: 23056750
I am rejecting this response because:The have sent the same response several times now. And again, I am rejecting it for the same reason. I specifically asked the representative on the phone when I made the reservation if I would receive a full refund for $861.67- which includes the cancellation protection fee- and was told yes. they still owe me 76.00.
I see online there are several complaints about their dishonest business practices, this very issue being one of them. I will not stop until they pay up. I'm tired of big business bullies getting away with stuff.
Sincerely,
****** *****Business Response
Date: 03/18/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that I escalated this and a full refund of $785.12 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,
******* *********Business Response
Date: 03/19/2025
Greetings ******,
I have exciting news to share! I am pleased to inform you that I escalated this and a full refund of $861.67 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:03/11/2025
Type: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.
We made a reservation with Extended Stay America for March 9th, 2025 leaving March 10th, 2025. We got an email confirmation on March 9th saying they were looking forward to seeing us. As it turns out that message was from *************. When we got to the hotel they said they did not have our reservation and they were completely booked. We had to go home. We were really looking forward to our night away so we were extremely disappointed. We should have some form of compensation and a refund of ****** since they pretended to be Extended Stay of America but they were Hotel Planner. Very deceptive.Business Response
Date: 03/12/2025
Greetings *******,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $120.53 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: 03/26/2025
I am happy that they will be refunding the money for our hotel stay but after all our aggravation and disappointment I think they should do more. I have never gone to a hotel where I had a reservation to be told it was probably fraud since they didn't have our reservation. I was thinking that someone had our information. And then to have to go home after looking forward to a romantic night with my husband was extremely disappointing. Maybe a free night at a hotel near them might make up for their error. I feel the way they do things is very unprofessional!Customer Answer
Date: 03/27/2025
Better Business Bureau:
I am happy that they will be refunding the money for our hotel stay but after all our aggravation and disappointment I think they should do more. I have never gone to a hotel where I had a reservation to be told it was probably fraud since they didn't have our reservation. I was thinking that someone had our information. And then to have to go home after looking forward to a romantic night with my husband was extremely disappointing. Maybe a free night at a hotel near them might make up for their error. I feel the way they do things is very unprofessional!
Sincerely,
******* *******
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