Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,010 total complaints in the last 3 years.
- 697 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:01/29/2025
Type:Product IssuesStatus: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 requested a refund from this business for a hotel cancellation on January 14, 2025. Despite receiving a cancellation notice, I still have not received any refund. I have called twice to inquire about this refund and the business provides no answers except that it can take "10 business days". well, we are past the 10 business day timeframe and I still have not received my refund. Unacceptable.Business Response
Date: 01/29/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $163.26 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $163.26 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: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $163.26 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: 02/03/2025
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. This whole thing could have been avoided if they just refunded the money on time. Instead, they withheld it.
Sincerely,
***** *****Initial Complaint
Date:01/28/2025
Type:Service or Repair IssuesStatus: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.
We stayed at ********** in ************** on PM of 1/14 booked through *************. We filed complaint w them and have not heard back. The room was filthy, no towels, did not use shower it had clumps of hair in it.. staff was rude and very disrespectful. Worse hotel we have ever seen. It has since been closed and condemned by the state due rodents and numerous other issues.Business Response
Date: 01/29/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 01/31/2025
Greetings,
Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher of $75 to the email used to book your reservation, if you don't see the email please check your spam folder. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* *********
Business Response
Date: 01/31/2025
Greetings,
Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher of $75 to the email used to book your reservation, if you don't see the email please check your spam folder. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* *********
Initial Complaint
Date:01/27/2025
Type:Product IssuesStatus: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 reserved rooms at the ******************************* for visits in April and May. I googled the hotel and called the number that I thought was the front desk. The person who answered portrayed themselves as being at the front desk of the actual hotel. I reserved 2 rooms for April ***** and 1 room for 2 nights May *****. My understanding was the rooms would be reserved and not that my credit card would be charged. I also was not told that the charges would not be refundable. I called the hotel today to ask why they already charged the full amount to my credit card and they said that they did not make the reservation and it was a 3rd party, they thought expedia but after searching email discovered it was hotelplanner.com which I had no idea I was booking through. After speaking to the actual hotel I found out I paid $100 more per room than what the hotel charges. I was never told that the bookings would be nonrefundable.The contractor for hotelplanner.com represented themselves as the front desk of the hotel itself, charged me $100 more per room and after talking to *************** today will only give me vouchers to use on hotelplanner.com for less than the price of the hotel rooms that I booked because the booking is nonrefundable which I was never told about.This practice is fraudulent and misleading...I am requesting a full refund for all of my bookings: H10241177 for $305.01, H10241171 for $300.08 and H10241198 for $616.42Business Response
Date: 01/29/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Customer Answer
Date: 01/29/2025
Complaint: 22865798
I am rejecting this response because:I have not heard back from hotelplanner.com in regards to how they portrayed themselves as the front desk of the hotel and did not let me know that they were actually a third party. My credit card was immediately charged, I thought it was a reservation for the hotel room and my card would be charged when check out. Their representative also did not mention that it was non-refundable which I would not have agreed to given that our plans may change in terms of number of rooms reserved. This is all misrepresentation as well as borderline fraudulent. At this point, they are still only offering me vouchers for less than the total of the amount that I have to use with hotelplanner.com. I want a full refund for all 3 bookings.
Sincerely,
****** ****Business Response
Date: 01/29/2025
Hello.
Thank you for your patience I am pleased to inform you that a full refund of $277.91 was issued for reservation #********, along with a full refund of $273.42 for reservation #********, and a refund of $616.42 for 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:01/27/2025
Type:Service or Repair IssuesStatus: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 room through these people and when I arrived at the hotel I had no room or reservation. My card had been charged twice since I was told the first time it didn't go through. I called to get things straightened out and was told a bizarre reason and that my card was just in pending charges status and that I was not actually charged yet. I explained to the representative that having the charges in pending status prevents me from accessing these funds which I now need to re-book a new room. They said they could not do anything and the pending charges would fall off in about 5 days. I explained that I can't wait 5 days I'm 3 states away from home and need access to my funds now. I asked them to drop the pending status now so I could get a room. I was out of town attending to my late daughters estate, picking up her remains and needed the money to eat and get home. I was told a " fix it ticket " would be sent to the tech department. I slept in my car for the next 4 days waiting for resolution and borrowed money from friends and strangers to get back home and to eat.Business Response
Date: 01/27/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Business Response
Date: 02/07/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Business Response
Date: 02/10/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Initial Complaint
Date:01/26/2025
Type:Product IssuesStatus: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.
After my flight was cancelled at 1:00 AM on 12/21/24 I called **************** to make a reservation for the rest of the night.They assured me that the ******************************** had a room available at that moment and that I could make a reservation for it. I went through the process to make the reservation and the confirmation came back with a check in time of 4:00 PM on 12/21 as opposed to immediately. While I was on the phone with them I pointed out the discrepancy and they told me that it was too late to change the reservation and that it was non-refundable.I asked for a cancellation and refund and have not heard anything back from the merchant.Business Response
Date: 01/27/2025
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: 01/28/2025
Complaint: 22860204
I am rejecting this response on the advice of my credit card company, with whom I have filed a dispute.
Sincerely,
***** ******Business Response
Date: 01/28/2025
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:01/26/2025
Type:Sales and Advertising IssuesStatus: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 1/5/25, I thought I directly called ********* to book a hotel reservation. After confirming the price, I made a reservation. The person asked for my credit card info for payment and I asked if there was a penalty for canceling my reservation, and if so, by what date did I have to cancel without incurring a penalty. The person said that he needed my credit card to charge the full amount for my reservation but that I had until 6:00 pm on 1/8/25 to cancel the reservation without penalty and to receive a full refund. One hour later, I called ********* to cancel my reservation. The woman said it appeared I had booked my reservation through a 3rd party and I needed to contact them to cancel. So I called the contact number in the text I received with my reservation confirmation information, which is when I noticed the reservation was booked through HotelPlanner.com. I spoke to the person and said I wanted to cancel my reservation, and again, confirmed that I was not incurring any penalty for cancelling now & that person agreed. On 1/6/25, I received a text that my reservation has been cancelled and that I had been issued a voucher for $227.21 to be used the next time I used HotelPlanner to book a reservation. I called and said I wanted a refund and not a voucher. The person said i received a voucher because my reservation was non-refundable. I said that was not what I was told when I made the reservation and that I had repeatedly asked if I would receive a full refund if I cancelled by 6:00 pm on 1/8/25 and that I was told I would receive a full refund. The person then said they would request a refund for me. On 1/12/25, I received an email stating my refund had been initiated on 1/8/25 and was being processed and would take up to 10 days. On 1/23/25 I called again and said I had not received my refund. They said a manager needed to process it. I received an email on 1/23/25 stating they were still processing my refund.Business Response
Date: 01/27/2025
Hello *****,
I come bearing happy news! I am pleased to inform you that a full refund of $227.21 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: 01/27/2025
Complaint: 22859146
I am rejecting this response because they charged me $249.36, and I want a full refund for $249.36 and not the $227.21 they keep offering me. I also reject this response because they have been telling me since January 8, 2025 that I would receive a refund in 2-10 days and I still have not received the refund, which is why I filed the complaint.
Sincerely,
***** *******Business Response
Date: 01/28/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $249.36 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: 01/29/2025
Complaint: 22859146
I am rejecting this response because I just checked my bank account and HotelPlanner still has not refunded me the full amount. They still owe me $22.15. I am making a big deal about the small balance that they owe me because this seems to be a pattern that I've read about in other HotelPlanner complaints.....that HotelPlanner only provides partial refunds. It's wrong for them not to provide a full refund.
Sincerely,
***** *******Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $249.36 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: 01/31/2025
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 because I have received a full refund of $249.36
Sincerely,
***** *******Initial Complaint
Date:01/25/2025
Type:Customer Service IssuesStatus: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.
Hotel reservation made ov we removed the phone. Agent assured that the reservation would be fully refundable for any reason. Now the company will not cancel the reservation and make the refund. We have tried 2 twice with no success. The agents are rude and won't admit to the deceit.Business Response
Date: 01/27/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Customer Answer
Date: 01/27/2025
Complaint: 22857580
I am rejecting this response because: no action taken, no admission of deceptive practices, no apologies.
Sincerely,
****** *******Business Response
Date: 01/29/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $155.18 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,
******* Planelles
Customer Answer
Date: 01/29/2025
Complaint: 22857580
I am rejecting this response because: The company has made no confession to the deceptive practices they embrace while conducting business over the phone. Even now in writing they say they have given a full refund, but they haven't. The full amount would have been $170.31. ************ needs to be shut down. They have caused us a week of metal grief and hours of effort. As seniors over 65 years of age, we don't have unlimited funds. I guess we might have been luckier than most because we at least were finally able to understand their misleading practice and conversed with attorneys about our first course of actions.Please take care of this and give us a real full refund so we don't have to begin litigation. Please change policies regarding phone promises that you don't mean! This would be so easy to fix.
Sincerely,
****** *******Initial Complaint
Date:01/24/2025
Type:Sales and Advertising IssuesStatus: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 called a number thinking that I directly called the hotel as I was booking a reservation for a colleague. I was lied to on this call by a slick tongued agent with Hotel Planner, and the fee I was charged for the booking was a lot higher than the fee advertised on the website. Unfortunately, my colleague who I booked the stay for was unable to travel because south Louisiana experience a snow storm. I found out that it was not the actual hotel when I called to modify the reservation and I kept receiving messages as if the booking I booked with when I attempted to modify the reservation. I modified the reservation with the hotel because Hotel Planner conveniently placed the hotel's number on the initial confirmation instead of their business number. I repeatedly called ************* and the Hotel to ensure that I would not be charged double for this reservation. For Hotel Planner to charge my card and issue a receipt when they know on 01/23/2024 that the reservation had been modified. My issues are that: 1. The representative should not be allowed to lie to a customer. I never would have booked with Hotel Planner had I known that I was not speaking to an actual hotel representative but a lying scammer instead. 2. They would not honor requests to modify the booking after I contacted them prior to the scheduled stay. 3. They denied me a full refund. Who actually operates likes this? A ************. They stated that they would give me a voucher and partial refund. I request a full refund. The snow storm is a natural occurrence that should be covered, and their practices are dishonest. They should have to disclose that they are not the actual hotel when booking reservations and should not be charging people above what the hotel website states is the fee without disclosing this information as well. The entire experience is horrible, and they really should not be allowed to operate. I am now concerned about the security of my company card.Business Response
Date: 01/27/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 01/31/2025
Greetings,
Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. 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,
******* Planelles
Business Response
Date: 01/31/2025
Greetings,
Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. 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,
******* Planelles
Customer Answer
Date: 02/05/2025
Complaint: 22855934
Greetings,I am seeking clarity as I do not understand what the message I received means.Has HotelPlanner remitted payment to Hampton Inn & Suites for my colleague's stay? The information I received from the hotel is that I have to pay, which is egregious because I paid HotelPlanner to book this reservation, and I was overcharged for the accommodations.It is absurd that fraudulent companies like HotelPlanner are allowed to operate in this manner, and the company certainly should have a F rating for unethical business practices. HotelPlanner is a scam company, and I just want this matter fully resolved.I called the hotel directly to modify the reservation because I assumed that I was originally dealing directly with the hotel, not a third party, which should have been disclosed to me on the call and was not I also called HotelPlanner after discovering the issue to ensure the matter was resolved, and they were generally unhelpful and gave me the run around.
If full payment is remitted to the hotel, then I will be satisfied. If for any reason I have to pay again, I will not be satisfied. Ideally, I would have prefered a full refund and to deal with the hotel directly, but if HotelPlanner is continuing to be deplorable in their practices, I will settle for the hotel receiving payment.I don't trust HotelPlanner and I need full confirmation that the hotel has been paid.Best regards,*******Business Response
Date: 02/06/2025
Greetings,
Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. 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,
******* PlanellesInitial Complaint
Date:01/24/2025
Type:Product IssuesStatus: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 searched online on 10/12/2024 a hotel. I was searching on my phone. I looked at the hotel and my phone automatically filled the card information. I was led to believe that this was through the hotels website as they mimicked the website. I thought I could easily cancel as I did not make this charge and as most hotels let you cancel without being charged until during the hotel stay. When I canceled. I discovered I had clicked on a "sponsored" website which turned out to be Hotel Lodging, mimicking the hotel which I believe is deception. I scanned the email from Hotel Lodging stating I had declined "Refund Protection" which is false. They said since I had given them my card number I had "agreed" to the refund policy. I disagree with that. I never stayed at a hotel through them and was told that there was no refund. I lost $1025.32 and received no service in return. Basically they mislead me and then took my money and I received nothing. Thank you for your help.Business Response
Date: 01/27/2025
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: 01/28/2025
I do not understand what this business is asking for. I am not satisfied as it seems they just want to close this complaint with out any resolutions.Customer Answer
Date: 01/29/2025
Complaint: 22855438
I am rejecting this response because
I do not understand what this business is asking for. I am not satisfied as it seems they just want to close this complaint with out any resolutions.
Sincerely,
*** *********Business Response
Date: 01/30/2025
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:01/24/2025
Type:Product IssuesStatus: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 December 24, 2024 I paid $2,496,93 for three night stay at *********************. I was under the impression that I made the reservation directly to the hotel only to find out that I made the reservation through Hotel Planner. After speaking to the reservation person at ***************, I found out that I paid about a third more for the reservation, than if I had made the reservation directly throught Queen ********** I immediatly cancelled my reservation through Hotel Planner. They refunded only $1,664.62. I called them many times to get the remaining $832.31 refunded to me to no avail. I need your hellp to the the $832.31 refund.Business Response
Date: 01/24/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 01/24/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $ has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 01/24/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $2,496.93 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,
******* PlanellesBusiness Response
Date: 01/27/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $2,496.93 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: 02/11/2025
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,
****** R *****
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