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:03/06/2025

  Type:Delivery 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 reserved a hotel room, when i arrived the room was not in order. I was offered a refund, I left. I have not received refund.

  

  Business Response

  Date: 03/07/2025

  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: 03/10/2025

  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,

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

  

  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,

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

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting help in obtaining my refund of $276.08. 2/21/25 Attempted to call the Double Tree of Leominster, ** to book a room for my sons tournament. Unknowingly, my call was switched to a ***** number in ************************************************************************************* under the assumption I was working directly with the hotel. After purchasing the room for a pricey sum of $856.03 ($270.99/night x 2) I reviewed the online rates realizing my charges did not coincide with those online of $186/night. 2/22/25 Called back - directed to open an online ticket in which I requested a refund of $76.05 for the cancellation policy & a room rate adjustment. 2/24/25 Refunded $76.05 + a random $70 with no acknowledgment of my room rate request. Emailed a follow up inquiring about the room rate - no response 2/25/25 Called to inquire about my rate change, told to open another ticket & was put on a 1-2 day call back list. Waited 48 hours - no call. Called the actual hotel for a room block rate through my sons team & for the 1st time was notified that I did not book with the hotel, but a 3rd party. The hotel could only see a charge of $432.90 & could not make adjustments to my booking. 2/28/25 Called ** asking to speak to someone. Again, only offered an e-ticket & placed on a call back list. I responded to the online ticket requesting a refund of $276.08 = ($856.03 - $432.90 -$147.05 already refunded). No response.3/4/25 4th time calling ** requesting to speak to someone & told my only option was the ticket/call list that hasnt been working. Pleaded to speak with someone, they hung up on me. I messaged the ** of products through ******** asking for ********* ignored my message. 2 weeks, 4 e-tickets unanswered, 3 requests on a call back list with no call backs & 1 lack of response from leadership leaves me frustrated. Please help me get my $276.08 returned. I have attached pictures of the call logs, emails, and messages I have sent. Thank you.

  

  Business Response

  Date: 03/07/2025

  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: 03/07/2025

   
  Complaint: 23032236
  
  I am rejecting this response because:

  The business response was they are in the process of working on my reservation.  I don't need my reservation to be worked on. My concern is being refunded the amount of $276.08. I feel as though my reservation was booked with deception by calling the hotel and the number switching to Hotel Planner. I also feel extreme frustration in the lack of response in trying to go through their customer support multiple times without any contact being made back to me. I'm only requesting money back that I was overcharged, I'm not seeking any additional fees for the amount of time this has taken out of my life and frustration I have endured. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/10/2025

  Hello, 

  Thank you for your patience! Please be advised a refund of $218.42 was issued on 03/07/25, please allow 2-10 business days for the refund to be visible to you and 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 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23032236
  
  I am rejecting this response for a few reasons:

  1. I requested a refund of $276.08 and was only offered $218.42 with no explanation of why there was a $57.66 difference. My refund request was thoroughly outlined and I'm seeking reimbursement for the exact sum of $276.08.

  2. I did not receive the total of $218.42 and was only reimbursed $71.37. Deducting that sum from my original request of $276.08 I am now seeking a reimbursement of $204.71. 

  3. Hotel Planner's response included the disclaimer to "please keep in mind that our ability to refund the reservation is based on the hotel's discretion." However, during my initial attempts to work this out with Hotel Planner I was in direct contact with the hotel who notified me that their bill states a total charge of $432.90. I am fully comfortable paying the hotel $432.90. My issue is that Hotel Planner charged me $856.03. If the hotel has a bill on their end for my reservation of $432.90 that means Hotel Planner took $423.13 on their end. $76.05 of the $423.13 was for a cancellation policy (which I have already been refunded for), but the remaining $347.08 that Hotel Planner charged is totally unacceptable considering the fact that I DID NOT ATTEMPT TO BOOK THROUGH THEIR COMPANY. I called a direct area code for the hotel and the number was switched mid call to Hotel Planner and they never identified themselves to me as a third party. Instead they came across as if they were the actual hotel's booking department. This is deceitful and I'm not comfortable paying a company that has an opportunistic and non-transparent approach.

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

  

  Business Response

  Date: 03/18/2025

  Hello, 

  Thank you for your patience! Please be advised a refund of $218.42 was issued on 03/07/25, 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 do have the name of a person at the property who approved your refund I will be happy to reach back out. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23032236
  
  I am rejecting this response for a few reasons:

  1. I did not receive the total amount offered of $218.42 and was only reimbursed $71.37. Deducting that sum from my original request of $276.08 I am still seeking a reimbursement of $204.71. 

  2. I did not receive the total of $218.42 and was only reimbursed $71.37. The $71.37 refund was offered on 3/7/25 and showed up the same day. The message stated it may take 2-10 business days for the refund. It has been 10 business days since the offer and I have not received any additional funds.

  3. The reply from ********************, 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. This doesnt even make sense. You approved the refund of $218.42! 

  4. I requested a refund of $276.08 and was only offered $218.42 with no explanation of why there was a $57.66 difference. My refund request was thoroughly outlined and I'm seeking reimbursement for the exact sum of $276.08. 
  

  5. Again, Hotel Planner's response included the disclaimer to "please keep in mind that our ability to refund the reservation is based on the hotel's discretion." However, during my initial attempts to work this out with Hotel Planner I was in direct contact with the hotel who notified me that their bill states a total charge of $432.90. I am fully comfortable paying the hotel $432.90. My issue is that Hotel Planner charged me $856.03. If the hotel has a bill on their end for my reservation of $432.90 that means Hotel Planner took $423.13 on their end. $76.05 of the $423.13 was for a cancellation policy (which I have already been refunded for), but the remaining $347.08 that Hotel Planner charged is totally unacceptable considering the fact that I DID NOT ATTEMPT TO BOOK THROUGH THEIR COMPANY. I called a direct area code for the hotel and the number was switched mid call to Hotel Planner and they never identified themselves to me as a third party. Instead they came across as if they were the actual hotel's booking department. This is deceitful and I'm not comfortable paying a company that has an opportunistic and non-transparent approach. 

  I am beyond frustrated with these responses. They seem extremely vague and boilerplate. They are not addressing my well outlined financial concerns nor do they acknowledge any of the insanity I went through trying to get into contact with the company, especially considering I didnt want to work with Hotel Planner at all. 
  For the next reply, can you please add some substance of how you are calculating your numbers? I have been extremely clear on my calculations throughout this entire process.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/24/2025

  Hello, 

  Thank you for your patience! Please be advised a refund of $276.08 was issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. Please 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. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 03/27/2025

   

  Complaint: 23032236
  
  I am rejecting this response because:

  I did not receive the amount of $276.08 offered and was only reimbursed $57.66. I am now requesting a reimbursement of $147.05.

  This entire time I have been pretty clear and concise in seeking a full reimbursement of $423.13 as laid out in previous communications.

  To date I have been reimbursed in the following, mostly unexplainable segments:
  2/24/25 - $71 and $76.05 (cancellation policy) = $147.05
  3/7/25 - $71.37
  3/27/25 - $57.66
  

  To date I have a reimbursement total of $276.08, however, this amount was a remaining balance from the overall $423.13 that was charged without transparency (please refer to earlier correspondence on the transparency topic). 

  Once again, I am now requesting a reimbursement of $147.05.
  $423.13 (overcharge) - $276.08 (already reimbursed in segments) = $147.05.

  Hoping this is the final round and the remaining $147.05 is returned so we can move along with our lives.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/31/2025

  Hello *********, 

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

  Kindly,
  ******* Planelles 
  

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23032236
  
  I am rejecting this response because:

  I am continuing to request a reimbursement of $147.05.

  
  Throughout these written conversations I have provided ample evidence, math and verification for my requests. I stand by my initial claim of the fraud and lack of transparency this company had in switching the number I was calling to theirs mid-call, not identifying themselves upon booking, and having their website mimic that of the the hotel I was attempting to book.

  Ive reviewed many other complaints who have had the same frustration with fraud who have received FULL refunds. I am not even requesting a full refund (although at this point I probably should for how long and ridiculous this experience has become). Im looking to only pay the hotel room rate fee, and not the exorbtant fees put on by this third party, Hotel Planner, that I didnt even want to work with.I THOUGHT I WAS SPEAKING TO THE ***** BECAUSE THAT IS THE NUMBER I CALLED!!! ***** PLANNER NEVER IDENTIFIED THEMSELVES!!!!

  Finally, Ive asked multiple times for some transparency in calculations, fees, and general human written responses and continue to receive boiler plate statements. This is totally unacceptable. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/24 I made a reservation with ******************* or so I thought as I asked the gentleman on the phone was this the Best Western , or was he a Hotel Reservationist from a diff. company. He replied "this is the hotel:. I said I had 9900 points and I want to redeem them. He replied its not enough. Dates booked were March 6 - March 8, check out March 9 that morning. . I specifically told him that I need 3 separate beds as my brother was having surgery and there were 3 of us. He stated that I would be getting 2 queen sized beds and upon my arrival to inform Best Western that I needed a pull out or roll away bed; he said they have them and it would be an addit. $10 per night...I replied perfect , that will be no problem. He also stated that I had until March 3rd to make changes. This is all on their recorded lines. The problem arose when I called to change the check in date as our Pest Control Man called and wanted us to be out of the home on the 5th. Upon speaking to the ********************** I found out that they do not have pull out or roll away beds and that I would have to call the company that I booked the reservation thru to make changes. I was informed that I booked thru HotelPlanner.Com. ; I was furious he told me he was the hotel! When I called Hotel Planner on numerous occasions, a Lady named ***** advised me that there would be a penalty but they would give me a credit for my mistreatment and inconvenience and it would be refunded to my account within 2-10 business days; I thought the issue was going to be resolved. On 2/28 I received a $122 credit which was not sufficient and still left me with the issue of the additional bed. I spoke to **** on 2/28 after I received the credit and he said he has seen cases like mine and I should cancel and he said they would give me a full refund. I said I cant afford to lose money we are not rich; he then cancelled and I received $287.37. I am requesting $204.69 which = the $614.06 I paid. =Fraud

  

  Business Response

  Date: 03/07/2025

  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: 03/07/2025

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $614.06 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: 03/10/2025

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $614.06 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: 03/12/2025

   
  Better Business Bureau:
  
  

  Thank You for your sssidtsnce.  You may close the case; I received my refund today.

  
  

  Best Regards,

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

• Initial Complaint

  Date:03/06/2025

  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 went online to find a park sleep fly hotel called them thinking they were the reservation for the country inn and suites for ***********. When I called the woman told me they were a park sleep fly and then I could leave my car at the country Inn and suiteswhile I traveled spend one night and upon return pick up my car. When I got to the country Inn suites in ******** ********* they said that was not their reception line and that they are not authorized to book any rooms as a park sleep fly for the country inn and suites hotel. Country Inn and suites in ******** ********* told me there are some kind of third-party line and they were very upset that they were only getting$66 of the $129 reservation that I paid for. It was a big to do and I feel that this hotel planner was fraudulent me telling me thatI could leave my car While I was on my trip. I feel they owe me my money back for that. I dont know what the repercussions are going to be when I return from my tripif Ill have to pay even more to the country Inn and suites in ****************** for leaving my car I think this hotel planners is very fraudulent sneaky, and that they lied to me and then they tried to charge me a fee, some kind of insurance as well, but I caught that right away and supposedly it was refunded I sent them a email telling them what they had done and all they wanted to give me was some kind of $40 coupon for the. next time I planned a trip through them which I will never ever ever ever do

  

  Business Response

  Date: 03/07/2025

  Greetings *****, 

  Thank you for reaching out! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion, as a courtesy we have issued a voucher for $40.00 and a refund of $11.48, 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 *********************************** If you do have the name of a person at the property who approved further refunds I will be happy to reach back out.

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23031569
  
  I am rejecting this response because: They lied about their business being able to provide a Park, Sleep Fly @ the Country Inn & Suites of ******************. On the receipt it states Room Only. I had a flight to catch and had to leave my car there.  What was I to do???? They have no business lying to me that this was a Park, Sleep, Fly for the $129 I paid. Country Inn & Suites told me this company had done this to others as well!!!! Only the Official site Park Sleep & Fly is acceptable. Not a third party company like Hotel Planner which I had no idea I was booking through!! I want my credit card reimbursed. As I said, I will have to pay additionally nodoubt for parking on my return to pick up my car @ Country Inn & Suitrs of Woodbury Mn
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/06/2025

  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.

  BEWARE OF "HOTEL LODGING" "hotelplanner.com! ********* advertising and website. They are a rip off. They confuse people by putting the hotel name they you are looking for on your ****** search AND you think you are calling the hotel to make reservations when YOU ARE REALLY calling them! They don't tell you who they are and the say they are the hotel.....THEN they book the hotel you want and CHARGE YOU AN ADDITIONAL 30% onto the hotel room without TELLING YOU making our total bill $508.50! When we asked why the rate was so HIGH for that particular weekend, they said they didn't know!!!!!! FALSE ADVERTISING! When we had to cancel, we only received the $355.95 back for the ACTUAL hotel cost and were OUT $152.55......... We even filed a dispute with our credit card company, but no luck. We were out $152.55 ........IT WENT TO HOTELPLANNER.COM advertised as "HOTEL LODGING"! BEWARE!!!!!!!

  

  Business Response

  Date: 03/06/2025

  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,

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

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will not close my dispute through my credit card company. They have already refunded me what your company should have refunded me. They will continue disputing it with you.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 11, I called who I thought was Country ************* I advised the *** that I wanted to book a room for Feb. 16 and check on on the 17th and that I would need parking until Feb. 27th. I asked the parking rate for that period and she advised me that it does not break down the parking. She said when she puts in for the room and parking it gives her the rate for the room and parking and she could not determine what amount was charged for parking. I again asked this is for 10 days of parking along with my hotel stay. She said sure. I paid the requested amount of $123.08, she recapped my reservation for room and parking and we hung up. On Feb. 16, I go to check in at *********** and was told that Hotel Reservations is not authorized to sell sleep, park and fly. They can book rooms, but cannot collect on parking. I was told that their parking is $9.00 per day and 10 days would be $90.00. I was furious. I showed her my text and email I had received. She then said that is not from them, but from hotel reservations. The *** lead me to believe I was talking to ***********. I called hotel reservations to complain and cancel my reservation. They cancelled it and told me I would get a refund. I have called several times and have been told it has been referred for a refund. I have been trying since Feb. 17, and again today, they say it has been referred. I just want my money back. Reservation # H13417621 under ****** ******

  

  Business Response

  Date: 03/06/2025

  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: 03/06/2025

   
  Complaint: 23025773
  
  I am rejecting this response because:
  I want my refund.  They have been reviewing since Feb. 17th, and this is Mar. 6th.  It only took five minutes for you to take my money, so it should take five minutes for you to return it.  How long does it take to review.  If you had not mislead me in the first place, we WOULD NOT be in this situation.   Your **** need to be truthful and stop thinking about making a dollar.  

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

  

  Business Response

  Date: 03/07/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $90.00 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 

• Initial Complaint

  Date:03/05/2025

  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.

  Made this booking and thought I cancelled the whole booking but just cancelled the refund protection plus this company isnt forthright as to who they are it only noted book online which then the hotel noted it had been booked with Expedia . I felt that something went wrong when I got a confirmation of the refund for the protection plan but not the whole booking which again is deceitful. I belong to ******* so why would I book thru this company . Again the whole scenario with this company is not clear - who it is , who your booking with and the process of immediate cancellation which I thought I had completed as noted above . Ive contacted my credit card company to protect myself from this deceitful online site. From reading here on the bbb - seems its not a Company of good character !

  

  Business Response

  Date: 03/06/2025

  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: 03/07/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $2,083.98 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: 03/10/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $2,083.98 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: 03/26/2025

  I still havent received the credit that was noted by hotel planner . 

  Customer Answer

  Date: 03/26/2025

  I still havent received the credit that was noted by hotel planner . 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23022922
  
  I am rejecting this response because:

  I have not received the credit of  $1083.98. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/27/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $2,083.98 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/4/25, I went on their website, thinking I was on the hotel's website, and started to book a room. After entering all of my pertinent information, I finally noticed that something didn't look right. I left the website without ever clicking on the "place order" or "complete transaction", or whatever their website calls it. They completed the transaction completely on their own. Just as soon as I received a text confirming the transaction, I called and cancelled it. I was told, and notified in writing, that I would be receiving a refund. When I disputed the charge with my credit card company, just to be safe, they must have changed their minds about the refund, and enforced the charge as uncancelable. Ironically, the so called transaction included a $254 charge for refund protection. I am out $2,608 and have absolutely nothing to show for it. It should also be noted that they, HotelPlaanner/Lexyl Travel, are defendants in a class action lawsuit, stemming from their deceptive business practices.

  

  Business Response

  Date: 03/06/2025

  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: 03/07/2025

   
  Complaint: 23022733
  
  I am rejecting this response because: Merely saying "we're working on it" is not enough to close the case. Saying " we're issuing you a full refund" would do it.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/07/2025

  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, 

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

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23022733
  
  I am rejecting this response because:
  The dispute has been closed by the credit card company. No further action can be taken. The merchant can initiate a new transaction, simply by issuing a credit, or sending a check for the amount in question.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/10/2025

  Greetings,

  I escalated this to my supervisor and we still 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,
  ******* *********
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23022733
  
  I am rejecting this response because: I have contacted my credit card company and the dispute is closed and cannot be reopened or withdrawn. Just send me a check.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/17/2025

  Greetings,

  I escalated this to my supervisor but we still show that the charges for your reservation are disputed, 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,
  ******* *********

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23022733
  
  I am rejecting this response because: As I have told you several times, I contacted my credit card company. The dispute is closed. It can neither be reopened or withdrawn.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/19/2025

  Greetings *******, 

  I have escalated this to our disputes department and they have let me know that the charge was place under a second dispute. It shows we've not lost or won that dispute yet, therefore we are still locked out of the account or "charge", not allowing us to issue a refund. Our team will continue to keep a close eye on this, and once the lock is lifted I will be sure to let you know! If you have any questions or concerns in the meantime, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23022733
  
  I am rejecting this response because:
  The dispute was settled in your favor and closed. You have been paid $2,608.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/11/2025

  Greetings *******, 

  I have escalated this to the the correct department and they have let me know that the charge was place under a second dispute. It shows we've not lost or won that dispute yet, therefore we are still locked out of the account or "charge", not allowing us to issue a refund. Our team will continue to keep a close eye on this, and once the lock is lifted I will be sure to let you know!

  Kindly,
  ******* Planelles 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23022733
  
  I am rejecting this response because:
    I have previously sent you my credit card company's response dated 2/21/25, which I am attaching again. They specifically state that the dispute was closed in your favor. For you to state otherwise is blatantly false.

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

  

  Business Response

  Date: 04/16/2025

  Greetings *******, 

  Please keep in mind that the charge was place under a second dispute. It shows we've not lost or won that dispute yet, therefore we are still locked out of the account or "charge", not allowing us to issue a refund. Our team will continue to keep a close eye on this, and once the lock is lifted I will be sure to let you know!

  Kindly,
  ******* Planelles 

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23022733
  
  I am rejecting this response because: Twice now, I have provided you with a letter from ***********, stating that the dispute is closed in your favor. The charge was reissued to my credit card and the funds have been released to your bank. This all happened back in February.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 04/16/2025

  Twice I have provided the merchant with a letter from *********** stating that the dispute was closed in their favor. The charge was put back on my account and the funds were released to their bank. This happened back in February.

• Initial Complaint

  Date:03/04/2025

  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.

  **************** pretended to be the actual hotel I was trying to book. They then booked me a room over the phone, when the text confirmation came through it was the wrong room type. When I tried to cancel or modify they refused. Hits spent in the phone, I got no where and was told they couldnt do anything.

  

  Business Response

  Date: 03/04/2025

  Hello ****,
  
  Thank you for bringing this to our attention, I'd love to help! I have searched our system with the information provided but I am having a hard time finding your reservation, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
  
  Kindly,
  
  ******* Planelles 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23020284
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

   

  my wife spent 7 hrs on the phone yesterday trying to rectify the situation. She was constantly hung up on, disconnected, given the bait and switch to other agents. Then told they couldnt help.l, and would transfer her to a number that would disconnect.  Its an obvious scam and that is why our credit card company was happy to file a fraudulent complaint and stop all payments.  Horrible company dishonest and a downright Scam!!!

  

  Business Response

  Date: 03/05/2025

  Hello ****,
  
  Thank you for bringing this to our attention, I'd love to help! I have searched our system with the information provided but I am having a hard time finding your reservation, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at [email protected], I look forward to hearing back from you!
  
  Kindly,
  
  ******* Planelles 

• Initial Complaint

  Date:03/04/2025

  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 25th, I called what I believed to be the direct number for *************** to book a room and purchase a hotel package. The agent confirmed he could assist with both. I mentioned that I was encountering difficulties online and had a few questions. While completing the booking, the agents responses were vague. When I asked about early check-in, he assured me he could help, but provided the standard check-in time. Before I could ask more questions, the agent informed me that my booking was complete and ended the call.After reviewing the website further, I discovered two contact numbers for ***************. I called the second number which connected directly to the hotel. I learned my reservation was made through a third-party service and the package I wanted could not be purchased through them. I immediately called back to cancel. The agent apologized and assured me of a full refund.However, I was charged $478.01, and a text message indicated Id only be refunded $239.01. Upon contacting customer service, I was told a cancellation penalty had been applied. I explained the situation, and a ticket was created to request the remainder of my refund. I also requested to speak with a manager about the deceptive nature of the booking process. The agent who assisted me did not clearly identify the company and failed to inform me that the package could not be booked through a third party. Again, I was told that a ticket would be created.I am requesting a full refund, as I was unaware I booked through a third-party vendor and did not receive the package I intended. Additionally, I canceled within an hour of booking, which should warrant a full refund without penalty.

  

  Business Response

  Date: 03/04/2025

  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: 03/10/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $524.62 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: 03/13/2025

  
  

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $524.62 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

   
  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,
  
  ****** ********-******