Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

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:03/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining about hotelplanner.com. I made a phone reservation, I assumed directly, with ********* ********, **********. It turns out that the website was replicated to look like ******* ******** with a local area code phone number. When the phone was answered he said that it was the reservation desk, and I made the reservation for four nights and held it with my credit card as I have done many times before. Never did the person I spoke to identify themselves as a third party called Hotel Planner, so I assumed I was talking directly to the *******, as I would never make a reservation with them through a third party. I received an email hotel reservation confirmation with itinerary number H10122113, which I quickly checked for dates, etc., and archived for future use when I checked in.(Attached) Of course I assumed my credit card number had simply been used to hold the reservation. A month later when checking my credit card statement, I saw that the total amount for the room had been paid ($425.66) 3 months in advance which I did not agree to. I then called the number to ask about the prepayment and about needing to cancel the reservation and was told by the person that I talked to that I would need to pay a penalty of the nightly rate plus tax and recovery for a total of $106.42. I was told that I had agreed to that cancellation policy, which I had not because I would have never agreed to that, just as I would not have agreed to prepay the total for four nights. I also discovered I had been signed up for a 3-month membership for something called Global Privileges which seems like a subscription scam. I am emailing and calling Hotel Planner today, March 11, 2025 to demand that I get a total refund with no penalty to my credit card. And I am informing them that I have made a complaint with BBB.

  

  Business Response

  Date: 03/11/2025

  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: 03/12/2025

  Thank you, I am satisfied with Hotel Planner's responses at this time. I will check my credit card statement to be sure that both refunds are received. See below copied text messages from them: 

   

  Your hotel reservation (H10122113) refund in the amount of $319.24 has been processed today. Please allow 2-10 business days for this to be visible to you.

  Your hotel reservation (H10122113) refund in the amount of $106.42 has been processed today. Please allow 2-10 business days for this to be visible to you.

   

  

  Business Response

  Date: 03/12/2025

  Greetings *******,

  Thank you for your patience! I am pleased to inform you that a full refund of $425.66 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: 03/13/2025

   
  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:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-21 I booked a hotel for trip I was planning for in August of 2025. I also purchased the refund protection. After I told my daughter about the trip she informed me that she was due within a week of the time I was going to be gone. On Feb 25th I requested a refund since I will not be gone for the birth of my grandchild. They did not respond to me until March 10th and said in order to get a refund I need to provide them with proof of the birth. I travel all the time and I have NEVER had any issues with any other travel company.

  

  Business Response

  Date: 03/11/2025

  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 *******,

  Thank you for your patience! I am pleased to inform you that a full refund of $446.02 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 

  

  Business Response

  Date: 03/14/2025

  Greetings *******,

  Thank you for your patience! I am pleased to inform you that a full refund of $446.02 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, 

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

  Customer Answer

  Date: 03/14/2025

   
  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:03/11/2025

  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.

  2/15/2025 We were getting snowed in at an airport in ** and I was one of thousands of people at the airport with little cell service desperately trying to make a plan to not be stuck at the airport as they close it at night and there are no Ubers or rides to get anywhere. I thought I was contacting a hotel chain directly due to the search engine and had no idea I had been transferred to a third party.I made two reservations, one for the night of 2/15, which we utilized and is not the problem one. The second was made for 2/16-2/18. Within one hour of booking I called the hotel to cancel (more than 24 hours prior to check in). They informed me I had booked through a third party and that I could only cancel through them. I was horrified and immediately began email communications as I could find no other way to contact them. I have been calling and emailing ever since. I sent them the information from ******** informing them that ******** has nothing to do with it, which they keep telling me does have to do with it. The bottom line is that this is a scam and it is an unfair practice that their numbers come up in search engines that appear to be the valid company and taking advantage of people ending up with a third party unknowingly during a stressful and panicked situation. I cancelled within one hour of booking and also attempted to cancel through the hotel directly. We did not ever check in and made every effort to cancel. I am now caught in a vicious loop of being told it is escalated and never being able to reach anyone in charge who can help with this desperate situation. Marriott Bonvoy informed me they have a special department to handle these situations, however I cannot be sure they are even pursuing attempting to resolve this. ************ has a thread of emails from me with all details of what transpired starting from within one hour of booking. I will not let this go until they fully refund the money they stole from me or resolve this in some manner.

  

  Business Response

  Date: 03/11/2025

  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 *****, 

  Thank you for your patience! Please be advised that we did reach out to the property and request the free cancellation and were advised that the penalty will not be waived for this reservation but as a courtesy we have issued a refund of $628.18, 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: 03/14/2025

  Greetings *****, 

  Thank you for your patience! Please be advised that we did reach out to the property and request the free cancellation and were advised that the penalty will not be waived for this reservation but as a courtesy we have issued a refund of $628.18, 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: 03/26/2025

   
  Complaint: 23049860
  
  I am rejecting this response because: I contacted the third party within one hour of making the reservation to cancel, in a very extreme and  desperate circumstance. I had no idea I had made the reservation through a third party due to very limited cell service and working on a cell phone screen with thousands of people doing the same thing in a very small airport getting snowed in.  It is unacceptable how the search engines take over. The only reason I knew I had made the reservation through a third party is because I called the hotel directly to cancel (more than 24 hours prior to check in to cancel) and they informed me it had been made through a third party. I was horrified and immediately began communications ( that are well documented) with the third party to cancel the two days of very expensive reservations I had secured in the event we were snowed in for a few days.  I would understand if they charged me some amount, such as $50.00, however to charge the full amount of $1200.00 and then after I spent hours and hours attempting to get some resolution, they still charged me so much for a stay that never happened is extreme and unfair.  At minimum, they owe me a one night stay at that hotel.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/11/2025

  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 3.6.25, I did a ****** search for ************* in *************** *******, to take my 88 yr old mother to visit her hospitilized ill sister over the weekend. I clicked on a call button link for labeled ******************* and was connected to 'Reservation Department' via ph# ************. I provided my ************ Honors number, and the address where my aunt was being cared for. I stated I wanted to use my Hilton Honers status to book this property. I asked how far this property was from this address. Agent said it was 2.5 miles. I asked if breakfast was included with the reservation, she said yes. This agent never disclosed she represented a third party booking company. I pre-paid for the room, per her direction. The cancellation policy was disclosed. As a Hilton Honors member, I was comfortable with this, as I beleived I was dealing with ************* directly. The hotel was actually 10 miles from the facilty, not 2.5, which I learned when I drove there Upon checking into the hotel into room 306, at about 3 p.m on 3.8.25, I learned that the reservation was through this 3rd party, and the rate I was charged was 125% of what ************* would have charged, and that breakfast was not included. I tried calling the company, only to learn that the number included in their emails to me regarding the reservation, is a non-working number. After some effort, I was able to contact them, and was told someone would reach out to me to address my concerns. I called again about two hours later, was told the same thing, but no one contacted me. I spoke to the ************ manager about this, and booked another room directly with ******.. He confirmed the third party vendor called and cancelled the reservation for room 306. The charge for $208.11 was processed against my credit card. This reservation was fraudulant, based on the misinformation provided to me, and their failure to disclose they are a thrid party. As I stated to them, I want a full refund.

  Customer Answer

  Date: 03/11/2025

  I will upload screenshots of the emails sent re: this reservation. Note that the communications received from this third party booking company are designed to appear as the ************ chain. The third party company name does not appear anywhere. Clearly the business model depends on consumers trusting in branded hotels, and deceiving them. 

  Customer Answer

  Date: 03/11/2025

  I will upload screenshots of the emails sent re: this reservation. Note that the communications received from this third party booking company are designed to appear as the ************ chain. The third party company name does not appear anywhere. Clearly the business model depends on consumers trusting in branded hotels, and deceiving them. 

  

  Business Response

  Date: 03/11/2025

  Greetings ******, 

  I am pleased to inform you that a voucher for the full amount of $208.11 has been issued to email **************************************************! 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, 

  ******* Planelles 

  Customer Answer

  Date: 03/12/2025

  This company deceives consumers and obscures it's identity in all of it's interactions, posing as the branded hotel this consumer was seeking.  See the reservation confirmation I receved from **************, and the one I recieved from the *************  They are identical in appearence.  I am familier with the Hilton  confirmation, so when the confirmation was  sent on 3-6-25 from Hotel Planners, it appeared I had booked with the Hilton directly.   See the receipt from the Hilton-showiing that as a Hilton  Honors member, my room rate, which included breakfast, was $166.  The 208

  I identified myself as a Hilton  Honors member to the agent posing as the 'Reservation Department' of the ***************** in ***************. I consider  this fraud.  I request a full  refund. I have no interest in a  voucher.  

   

  Customer Answer

  Date: 03/12/2025

  See the responses from the Hotel Planner *****note the time.  I contacted them immediately upon  check in when thier deceit was revealed.  NO one contected me directly. Hotel Planner did cancel the reservation, see the confirmation of the cancellation-but they did not  refund the $208 to me. 

  Customer Answer

  Date: 03/12/2025

  See the review summary for this company.  Most of the reviews are regarding refunds and scam complaints.  This is not a terrible company, taking advantage of consumers.  I request a full refund.

  Customer Answer

  Date: 03/12/2025

  See the attached invitation to review-the user  is invited to view the hotel-not the company.  Hotel Planner posts the positive reviews, and boosts thier image-even though consumers are actually reviewing the properties. All the deception in their communication is cleverly designed to keep consumers in the dark  about who they are actually delaing with.  I want a full refund.  Thank you. 

  Customer Answer

  Date: 03/12/2025

  See the attached invitation to review-the user  is invited to view the hotel-not the company.  Hotel Planner posts the positive reviews, and boosts thier image-even though consumers are actually reviewing the properties. All the deception in their communication is cleverly designed to keep consumers in the dark  about who they are actually delaing with.  I want a full refund.  Thank you. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23048395
  
  See the attached invitation to review-the user  is invited to view the hotel-not the company.  Hotel Planner posts the positive reviews, and boosts thier image-even though consumers are actually reviewing the properties. All the deception in their communication is cleverly designed to keep consumers in the dark  about who they are actually delaing with.  I want a full refund.  Thank you.
  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/13/2025

  Greetings ******, 

  Thank you for your patience! I am please to inform you that the voucher has been deleted and a full refund of $208.11 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: 03/16/2025

   
  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: 03/16/2025

  I would be happy to provide a positive review about the valuable service the BBB provides. I was unable to follow the steps to connect with the link. Please advise. Thank you.

• Initial Complaint

  Date:03/10/2025

  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 called the Company listed in the internet as HOTEL LODG*KAIMANABEA HTTPSHELP .LOD CA. I called them thinking they were a reservation company for the hotel ******************* in ******** HI. They were not. The male I talked to said they were. I made a reservation for two for January 27 - February ******. It was ocean view, king size bed. I asked him about his cancellation policy three times. He wasn't specific. He was all over the place in his explanations. He finally said, within reason, within a couple of weeks of our arrival date. I made the reservation. I called the actual *************************. I wanted to confirm my recent transaction. They told me they had a reservation for us and the room was NOT on the ocean and it was NOT a king size bed. I called the reservation company back. I told them what the original agent told me and they kept saying , sorry. As I persisted they asked me if I wanted to cancel. They finally said I could cancel but I would not get my money back. I persisted that I didn't get the room I originally was promised. They said I could cancel but I would not be reimbursed immediately. The money would have to stay in their account until at least two weeks. I called them back within a week and 1/2 and pursued the matter to when I would receive my money. I continued this for sometime about 31/2 weeks and realized I was being played. They never sent me any kind of documentation via email. The only documentation I received was a text with a confirmation number. I called ************ to start a claim. I did not win. My major complaint is they said they sent me an email with their policy and a fingerprint number. I never received it and on the document it is NOT my email!! Also, they did tell me after I cancelled within less than two hours of the reservation that I would be reimbursed but not immediately.

  Customer Answer

  Date: 03/11/2025

  I would like you to stress to them INEVER RECEIVED AN EMAIL from them. As stated before, the copy of the email they sent to **** cardmember services shows an INCORRECT email. It's not my email that they said they sent to me.

   

   

  

  Business Response

  Date: 03/11/2025

  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: 03/13/2025

   
  Complaint: 23046940
  
  

  I would like you to stress to them INEVER RECEIVED AN EMAIL from them. As stated before, the copy of the email they sent to **** cardmember services shows an INCORRECT email. It's not my email that they said they sent to me.

   

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

  

  Business Response

  Date: 03/13/2025

  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 

• Initial Complaint

  Date:03/10/2025

  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.

  I was charged for a room at the *********** in **********, and the hotel was charged only $15, and I had to pay the rest out of pocket.

  

  Business Response

  Date: 03/10/2025

  Hello ******, 

  I'd love to help! Please provide me with a screenshot or receipt of the charges made to you at the hotel, feel free to escalate that information to me personally at *********************************** I look forward to hearing back from you!

  Kindly, 

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

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am waiting for a response by tomorrow but below see details I emailed them after calling. I asked them to cancel the reservation but they said they would only cancel and create a ticket for resolution on not charging a cancellation fee. No guarantees of specifics from agent that took my call. I did not want to move forward with cancellation until they confirm they won't charge a fee. They would not let me speak to someone only say someone would call back. This was concerning as I felt they were looking to find a way to hold some of the funds they already charged. There are many questionable actions and poor business practices by this company. I see I'm one of many who have experienced issues. This evening I spoke with **** and requested a full refund and cancellation to my reservation below made last Monday 3/3/25. When I booked I was told the card I provided would only be charged 1 night in the amount of $322.66 and I could cancel at NO CHARGE as long cancellation was requested prior to 3/15/25. Instead, our card was charged $1339.75, for the entire reservation plus additional fees. The rate I was quoted per night total was $322.66 and there was no mention of tax and recovery fees. At the time of the booking the agent could not send the confirmation email to this email which was the original one provided until I requested it today. They sent it to an alternative email ******************* I need this reservation cancelled with a full refund. If this is not taken care of by 12 noon tomorrow 3/10 I will be disputing with our credit card company. I need a resolution confirmed via email and call ************.I see extensive complaints and disputes on the better business bureau for your company. The processes and practices of your business have so far been very unprofessional and deceitful. You have also incorrectly listed the spelling of my name on the reservation. Regards,**** ********

  

  Business Response

  Date: 03/10/2025

  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: 03/10/2025

   
  Complaint: 23042846
  
  I am rejecting this response because: There was only a partial refund.  See attached below and email attached.

   

  I see my reservation was cancelled but only a partial refund in the amount of $893.17.  The additional $446.58 is still due as I was told I could cancel my reservation anytime before the 15th.  I would like to update the Better Business Bureau that this matter has been resolved and we have been fully refunded. See attached.
  
  
  Spoke to Zel at 3:20 pm who is escalating a call from a Supervisor today regarding this matter.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/11/2025

  Good Afternoon ****, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,339.75 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days or 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: 03/11/2025

   
  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,
  
  **** ********

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21, 2025 I reserved a hotel room in **** *****. I was under the impression that I was on the hotel website. I booked a room for 2 nights, totaling $302.40. After going through the booking process and paying, I saw that the amount that I was charged $531.00. After calling the hotel and speaking directly to an agent from the hotel, I found out that I was misled and that I went through a 3rd party. There was no indication of this when I booked. When I called Hotel Planner (the 3rd party), I got a run around. They refunded $47.17 for a cancelation plan that I never signed up for, but did not refund the additional $483.83 that they charged me. I called them back MANY times and was told that I would see the refund in 2 business days. Today is 3/7/25. This makes it 10 business days and still no refund. I keep getting the run around about when I will receive my refund.This company has hidden fees and charges, it is very difficult to reach customer service, and when you do reach them, their responses are not helpful at all. The entire process is very confusing as to whether you are booking directly through the hotel or as I later found a 3rd party.

  

  Business Response

  Date: 03/10/2025

  Hello ********,

  Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $531.00 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: 03/10/2025

   
  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:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely terrible! I canceled my reservation within five minutes, and they confirmed it immediately, even sending me an email as proof. Yet, I still havent received my $1,274 refund.Ive called multiple times, and every time, they assure me that the cancellation was processed and that my refund is on its way. But when I mention that its been well past the timeframe they promised, they suddenly say theyll escalate the issueonly for me to never hear back.This is completely unacceptable. Theyre holding onto my money with no explanation, and at this point, it feels like a scam. Do not trust this company!

  

  Business Response

  Date: 03/10/2025

  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: 03/10/2025

   
  Complaint: 23034827
  
  I am rejecting this response because: there is no active reservation to address. I successfully canceled my reservation within minutes of booking and received an email confirming the cancellation. However, my refund of $1,274 has not been processed.
  
  I expect this refund to be returned to my account immediately. If the issue is resolved promptly, I will remove my BBB complaint and refrain from posting further reviews. However, if my refund is not issued, I will take further action to ensure others are aware of this experience.
  
  Please confirm when my refund has been processed.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/11/2025

  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 
  
  

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made two reservations for the ***** February. Canceled one reservation within the cancelation window. Was charged $548.10 for each reservation even though one was canceled. Reached out on 20 February for a refund. After getting the runaround from the automated system, ended up having to choose any option just to be able to get someone on the phone. **************** tried to rush me off the phone and transferred me to another person who said their department could not help, as it was the wrong department. I was hung up on and had to call back and go through the automated system again. I spoke to the same person again who rushed giving me a number without giving me a chance to write it down. I had to cut him off before he hung up just to get the number. I called ************ and they had me email proof of the charges made after confirming I was wrongfully charged. *** to today. No refund has been received. Called and talked to CS rep ****** same person as before. Had to ask him to slow down and he said ok and left me waiting a minute before he said another word. Once again called the refund number and was told they see the refund window (2-10 days) has expired and it would have to be escalated to the manager. Was told the escalation would be via email and there is no one I can speak to about my refund.

  

  Business Response

  Date: 03/10/2025

  Hello ******, 

  I come bearing happy news! I am pleased to inform you that a full refund of $548.10 for reservation #H10380605 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