Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 652 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called the reservation line on 3/2/25 thinking I was calling ******* directly. At no time during the call was I informed that this is a separate company and not the hotel directly. After making a couple of attempts the person I spoke with told me the payment wouldn't go through for a reservationthst I was attemptingto make. I hung up and checked my bank account to make sure there were no charges. They charged my card more than once. I was credited for one of the charges but I still have a charge for $89.49. The charge on my account starts with **********. When I called ******* directly, they have no record of my reservation. I also never received a confirmation email. I have made several attempts to call the **************** service number, and it just keeps hanging up on me. Since I have no actual reservation at the ******* in ***********, **, I would like a refund for what I have been charged.
Business Response
Date: 03/04/2025
Greetings ****,
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,
******* *********
Initial Complaint
Date:03/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Feb. 6th 2025, I called what I thought was Marriott Reservations to make a reservation at the *************, ********************, ** for 8/7/2025, departing 8/11/2025. When I told them my Marriott Bonvoy Number, they simply said that could not access it at that time. They never said they were not ********. I received confirmation of the reservation *********. At around the same time on Feb. 6th my wife, made a reservation directly with Marriott for a room in the same location and for the same 8/7 - 8/11/2025 dates. I called Hotel Planning support, spoke to ********* ********, and explained what happened with 2 reservations at the same hotel for the same days. She understood, handled it and sent me an email dated Feb. 6th , stating that my refund is being process and could take up to 10 business days to get a refund. The charge from Hotel Lodging for $2002.06 was posted to my **** account on Feb. 7th. I did confirm that only one reservation, the one through Marriott that my wife made, exists. I have never received a refund either directly nor to my **** account. I have a copy of the email stating I would receive a refund. Please help.Business Response
Date: 03/03/2025
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 $2,197.26 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 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:03/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We booked a single night stay at ***********, ***************, in a pet friendly room, checking in on January 23, 2025, out on January 24, 2025. We booked the reservation on January 22, 2025. The reservation ID was *********. We were surprised when our credit card was billed twice for the stay. Once from the company Hotel LODG* ********* *************** for $271.21, which was much higher than originally quoted. A second charge was from ************ ************ NC for $84.75.We called the *********** location directly, and they told us the $84.75 from *********** was for the pet fee ($75) plus tax. They told us we had to deal with the booking third party we (unknowingly) used. (hotelplanner.com). On February 6th I called the hotelplanner.com, ************, and talked to *******. I explained the double pet fee ($85.13) and wrongly charged $24.09 protection plan. He agreed to refund us the $85.13 and the $24.09 protection plan, and it would take 3-7 business days to show up on our credit card.We heard and saw nothing, so I called the hotelplanner.com customer service again at ************ on February 18 and spoke to *****. He said he could see the record of my earlier, call, but that they had no access to the information about what the $85.13 fee was for. I pushed him to give me a supervisor, and he said he would submit my issue for escalation. ***** said a reponse would occur in a day, and any refund action would be ***** days. . I confirmed I wanted the both the $85.13 and the $24.09 refunded, and I wanted an email from the Escalation team that stated they received my escalation and to state what the fee was for. I did get ***** to confirm the company was HotelPlanner.com.I have heard or seen no action from hotelplanner.com. I've also found many, many similar complaints from others on this company I appreciate your actions in helping me here. Ive attached a copy of the hotelplanner.com invoiceBusiness Response
Date: 03/03/2025
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: 03/03/2025
The business did not say anything, other than "they are working on it." Same response they gave me twice before, but did not follow through on. Did anyone read this, or is it all automated system responses?
I will call the hotelplanner.com on Monday and see if they have an update
Emerino
Customer Answer
Date: 03/04/2025
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,
******* *********Business Response
Date: 03/04/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $72.09 has been issued a 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:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While planning a trip to *********, I thought I was booking a hotel reservation directly with a Fairfield ************ in **************, ** on 2 February 2025 (room reserved for 6-9 March 2025). The reason I had no initial doubts I was talking to a representative from the hotel was the person who answered the number I called indicated he was with Fairfield ************. Within an hour, I talked to my sister who planned to travel with me. She checked room availability with the front desk at the ************* and Suites and made a reservation. The front desk representative gave her a quote of ($546.12) for a room which was quite a bit less than what I paid upfront ($696.26). I immediately called the booking agent back and cancelled my reservation. The representative cancelled my reservation and informed me a refund would appear on my credit card within 10 business days even though the policy of the company was that this transaction was non-refundable. Sometime during this conversation, I suspected I was talking to a third-party company rather than directly with ********************** (as I discovered during the dispute process with Discover Card the third-party company was Hotel Planner). When the refund did not appear on my credit card after 10 days, I disputed the charge with Discover Card. Based on the documentation provided by *************, the credit card company determined the transaction was valid. The disputed charge is still open with the credit card company until we close the issue. Now, I have no room reservation because I plan to stay with my sister using her hotel reservation and I will receive no refund (bottom line: I have lost $696.26). I suspect Hotel Planner is guilty of pursuing Unfair, Deceptive or Abusive Acts or Practices (UDAAP) protocols. I appreciate any help you can provide in this manner. Itinerary #H10344664. POC via email: ***************************** with Hotel Planner. Discover Card provided ************ as a phone number for Hotel Planner.Business Response
Date: 03/03/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 03/05/2025
Complaint: 23007549
I am rejecting this response because: I can neither drop nor withdraw my dispute (as requested by Hotel Planner) because the central issues of my complaint have not been addressed. A Hotel Planner representative informed me my reservation was cancelled (which it was not) and that I would be issued a refund within 7-10 days (which has not happened). I am not satisfied with the company's unserious attempts to satisfy my concerns. I have elevated this issue to the *******************************'s **************************** citing the company's blatant disregard of Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) protocols.
Sincerely,
***** *******Business Response
Date: 03/05/2025
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 [email protected] // CC: [email protected].
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Initial Complaint
Date:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Jan ******* I googled Best Western instead of Best Western I was on Hotel Planner instead but didn't realize it. Booked a room that was kind of expensive. Within an hour I realized I wasn't on Best Western site. I called to cancel the booking and was told I would get back my $252 but instead refund was only $172. I cancelled within 1 hour and that cost me $80. Is that right? I opened a case with ****** but lost. I still think I deserve all my money back. I'm 77 and didn't realize "sponsored" ads on ****** that came before the Best Western search results. I don't know why they are withholding $80. I just live on Social Security and $80 is important to me.Business Response
Date: 03/03/2025
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: 03/04/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $252.40 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 $252.40 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:03/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/26/25, I looked up a hotel in our area to book a room. The phone # I called appeared to be the hotels direct number showing on ******. I was greeted by a person who seemed to work for the hotel, they did not mention the business name HotelPlanner.com, & made no attempt to let me know I was talking with a 3rd party. I was quoted $249 for a room with 2 queen beds for a one night stay. I thought that seemed a little high, but considering the recent wind storm and power outages in our area, maybe the hotels were gauging the prices up. They offered an insurance plan to cover cancellation for an extra $24.32. I booked the hotel with them on the spot, because all the other hotels in our area were already booked for the night. When I arrived at the hotel, I confirmed their prices for a one night stay, & they stated that they charge $152 after taxes and fees. The hotel reviewed my reservation on their end & said that it appeared that I had booked with a 3rd party, hotelplanner.com. They told me to reach out to the 3rd party I called & attempt to get a refund for the additional costs they charged me. The email and text did not list a 3rd party name and appears to be impersonating themselves as the hotel itself. I called the customer service # listed on my confirmation email & spoke with a representative who said that my complaint has been sent to the reservation support team for review and that I should expect an email regarding the matter soon. On February 27th, I received a text that stated a refund of the amount $24.32 has been processed today. My bank account shows a negative charge for the amount of $24.32, & then a refund for the same amount. So, they did not actually refund anything to me. I was charged $273.71 by them on 2/26/25, then another charge of $24.32 on 2/27/25, & then they refunded me $24.32 on the 27th. This is a fraudulent company misrepresenting themselves as hotels and overcharging for rooms. I want a refund for the amount I over paid.Business Response
Date: 03/03/2025
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: 03/04/2025
Complaint: 23005708
I am rejecting this response because:You have not adequately responded to my complaint nor offered any solutions. I would appreciate a refund as soon as possible.
Sincerely,
***** ****Business Response
Date: 03/12/2025
Greetings *****,
Thank you for your feedback! WI am pleased to inform you that a refund of $74.19 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: 03/12/2025
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:02/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/13/2025 I searched online to find phone number to talk with front desk of a hotel in *******, **. I wanted to book 3 rooms for our entire family for 2 nights for funeral. I saw the 24 hour cancellation policy online. I called the phone number listed for hotel with the correct area code for that area. The person answering did not identify themselves or indicate they were booking from a third party company. I inquired about the total amount I would pay for all three rooms and was quoted $1319.02. I asked them to confirm the total amount $1319.02 for all three rooms and was told "Yes". I agreed to book the rooms. Much of the conversation was unintelligible due to the agents speech pattern (very fast) and accent. When I received the 3 confirmation emails I learned the actual costs were three times the amount quoted and that the costs included a Refund Protection Plan for all three. I called the number back and indicated that was not the amount quoted. I asked about cancelling these rooms with full refund. I was put on hold while the agent called the hotel to inquire if this can be done. She came back and told me the hotel agreed to cancel with FULL REFUND. I then told her to cancel them. I immediately received several subsequent emails from Support<*********************************** telling me the hotel would not gree to refund the monies. As a result, I was charged $3,517.39 for these cancelled rooms. At the time of booking it was not revealed that I was not speaking with the hotel front desk, the total cost was misrepresented, the cancellation policy was not communicated in an understandable manner or acknowledged, the additional Refund Protection Plan was not mentioned or discussed. In a later call I was advised I could cancel with full refund and thus decided to cancel. Apparently this decision was reversed unknowingly. We made multiple calls to this company and emails and no resolution made. Help us please.Business Response
Date: 02/27/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not ****************. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We have marked this case closedCustomer Answer
Date: 03/03/2025
When I called ************* I thought I was speaking to the Tru by ************ in *******, *** No one I spoke to offered information that it was NOT the hotel. When I search for the owner of this number there are no clear matches for this number (see attachment 1).
All the confirmation emails received were from: *************** OR ***********************************. No one has identified the business they represent. (see attachment 2)
The 3 Text messages I received from ************* with the Confirmation of the bookings for each room identified the sender to be: TRU by ****** Sebring, *** (see attachment 3)
I received 3 Text messages from ************* with no identified sender reading ********** reservation refund. This was very misleading because it was NOT the hotel refund but the refund of the Refund Protection Plan which was never discussed with us, we never agreed to the Plan and charged to our credit card for each booking. (see attachment 4)
According to our credit card company, the three charges came from: HOTEL LODG* TRUHILTONS. (see attachment 5)
NONE of our communications have Hotel Planner or ****************. Where did this information come from? Who IS the business we are dealing with??????
Please help us solve this whack the mole problem and help us get the refund we deserve.
Thank you
***** *****Customer Answer
Date: 03/13/2025
Complaint: 22999868
I am rejecting this response because:When I called ************* I thought I was speaking to the Tru by ************ in *******, *** No one I spoke to offered information that it was NOT the hotel. When I search for the owner of this number there are no clear matches for this number (see attachment 1).
All the confirmation emails received were from: *************** OR ***********************************. No one has identified the business they represent. (see attachment 2)
The 3 Text messages I received from ************* with the Confirmation of the bookings for each room identified the sender to be: TRU by ****** Sebring, *** (see attachment 3)
I received 3 Text messages from ************* with no identified sender reading ********** reservation refund. This was very misleading because it was NOT the hotel refund but the refund of the Refund Protection Plan which was never discussed with us, we never agreed to the Plan and charged to our credit card for each booking. (see attachment 4)
According to our credit card company, the three charges came from: HOTEL LODG* TRUHILTONS. (see attachment 5)
NONE of our communications have Hotel Planner or ****************. Where did this information come from? Who IS the business we are dealing with??????
Please help us solve this whack the mole problem and help us get the refund we deserve.
Thank you
***** *****
Sincerely,
***** *****Business Response
Date: 03/13/2025
As mentioned in our previous comments:
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not ****************. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We are asking the ********************** to close this case as the escalation is not for **************** but for Hotel Planner who is a different third-party booking company that is in no way affiliated with one-another.
We have provided notes on the documentation provided by the customer as well has forwarded this information to the customer directly via email.
We have marked this case closedBusiness Response
Date: 03/20/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservations in our system and we show that you have disputed the charge for your reservations, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 03/21/2025
Complaint: 22999868
I am rejecting this response because:1) I have been told previously I would receive a full refund with cancellation and an email confirmation would be sent to me. I never received an email confirming the full refund with cancellation. When I made the call to ************* I was placed on hold while the hotel property was contacted to confirm this action. At some point after this conversation the decision was reversed. I was charged $3,517.39 for these rooms, not $1,319.00 as quoted.
2) I will not cancel my credit card charge disputes until I receive a full refund of $3,517.39 as charged.
3) Once the $3,517.39 credit appears on my credit card I will be happy to contact the credit card company immediately and cancel the disputes.
Sincerely,
***** *****Business Response
Date: 03/24/2025
Greetings,
Please be advised that after taking a look at your reservation we see that the dispute is still open for all 3 reservations, 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 disputeKindly,
******* *********
Customer Answer
Date: 03/25/2025
Complaint: 22999868
I am rejecting this response because:This is the exact request previously sent by the merchant. My response is the same as the one I sent 3/21/25.
I have been told previously I would receive a full refund with cancellation and an email confirmation would be sent to me. I never received an email confirming the full refund with cancellation.
When I made the call to ************* I was placed on hold while the hotel property was contacted to confirm this action. At some point after this conversation the decision was reversed. I was charged $3,517.39 for these rooms, not $1,319.00 as quoted.
I will not cancel my credit card charge disputes until I receive a full refund of $3,517.39 as charged.
Once the $3,517.39 credit appears on my credit card I will be happy to immediately contact the credit card company and cancel the disputes.Do not ask me in the future to cancel my dispute with my credit card company.
Sincerely,
***** *****Initial Complaint
Date:02/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/19/25 I booked 2 rooms for 2 nights, April 25 and 26, at the *******************, **. I thought I was on the Hyatt's website but Hotel Planner has found a way to replicate the website in its entirety and even show the charge as coming from ******************* on my AMEX account. I saw I had purchased their insurance policy and when I read the agreement they sent me after I paid, I realized it was not doable. I called on Sunday, 2/23/25 and told the girl I wanted to cancel the reservation asking what my refund would be. She said approximately $1500 which represents the one night cancellation fee. I also cancelled the insurance which was $296. That refund I received. They cancelled the insurance before cancelling the reservation so now they are not giving me any refund as without the insurance, no refund is available. I had called the Hyatt before I cancelled and they did not have my reservation. I have read many complaints (no praises) about this agency on line so you may already be aware of their fraudulent practices.Business Response
Date: 02/26/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 02/27/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $3,342.19 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: 03/06/2025
Better Business Bureau:
I have received a full credit on my **************** for the charges incurred with Hotel Planner.
Sincerely,
**** *****Initial Complaint
Date:02/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called a local number I thought was Candlewood Suites in *************** to make a reservation for a work trip May *****. I was quoted a price of 320 something per night which was high but made sense because it was going to be graduation week for the nearby university. I believed I was communicating with the hotel directly and advised them I would be bringing a tax exempt form with me when I came because we are a nonprofit organization that I am traveling for. They said that is fine. I gave my credit card number becuase that is standard practice to hold a room. As he was speaking quickly I heard him say something about a one night fee for cancellation and I stopped him and asked was there no timeframe for cancelation without penalty if I had to cancel? He said there was - until May 8th; the one night penalty was AFTER May 8th. I accepted that and reserved the room. After booking I checked with a colleague and discovered she was being charged 900 for the same stay I was being charged ******* for. I immediately called back to ask why I was being charged so much. They said they would price match for me. They had my email wrong so when I corrected that and received the room confirmation I discovered I had actually been charged the full ******* and my reservation was listed as PREPAID. I had not been told that I was prepaying. I called back and asked to be refunded and to cancel the reservation completely. They said there would be a penalty. Clarified that I had been lied to when I was told cancelation with no penalty was available before May 8. I am now in the process of seeking full refund and I keep getting texts for partial refunds: first 299 refunded, then and additional ****** refunded. This leaves ****** yet to be refunded. I am still seeking that remainder to be credited back to me. Every time I ask for a supervisor I am told I will be called but nobody is available at this time. I have no faith in this company.Business Response
Date: 02/26/2025
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
Please respond to the email directly so that we may further assist.Business Response
Date: 02/26/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not ****************. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We have marked this case closedBusiness Response
Date: 02/27/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 02/28/2025
Hello ******,
Thank you for your patience! I am pleased to inform you that a refund of $1,124.89 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: 02/28/2025
Complaint: 22989051
I am rejecting this response because: it appears to be no more than some kind of automated reply with no relevant information to suggest a remedy is being handled.
Sincerely,
****** ****Business Response
Date: 02/28/2025
Hello ******,
Thank you for your patience! I am pleased to inform you that a refund of $1,124.89 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,
******* PlanellesCustomer Answer
Date: 02/28/2025
The full refund amount should total the full original reservation amount of $1499. Please confirm that the full $1499 has been refunded.Business Response
Date: 03/03/2025
Hello ******,
Thank you for your patience! I am pleased to inform you that a refund of $1,124.89 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: 03/03/2025
Complaint: 22989051The full refund amount should total the full original reservation amount of $1499. Please confirm that the full $1499 has been refunded.
Sincerely,
****** ****Business Response
Date: 03/03/2025
Hello ******,
A refund of $1,124.89 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach back out!
Kindly,
******* PlanellesCustomer Answer
Date: 03/03/2025
Complaint: 22989051
I am rejecting this response because: this is not a refund of the total charge. There is an additional $374 and change that needs to be refunded to make my employer whole. This was done for a work trip for a non profit organization that creates job opportunities for people who are blind in *************. I was assured that there was no penalty for cancelation before May 8th and I sought to cancel within one hour of making the reservation. I specifically asked for this assurance and was given it, or Inever would have proceeded with the reservation in the first place. Please do the right thing and refund the additional 374.
Sincerely,
****** ****Business Response
Date: 03/06/2025
Hello ******,
A full refund of $1,499.86 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach back out!
Kindly,
******* *********Customer Answer
Date: 03/09/2025
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. Thank you for your assistance in getting resolution!
Sincerely,
****** ****Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called what I thought was the direct line to the Aloft. They answered ***************** made the **** I did not receive a confirmation email, but contacted the hotel to make a request later & all seemed to be fine. A surgery (reason for visit) was delayed & I called the hotel to find out about cancelling. The hotel told me they could not cancel b/c it was made through a 3rd party. After searching, I found a confirmation email in my spam, with NO business name on it, but phone #. After getting disconnected, I called back & spoke with "Princess" who only kept repeating the same sentence to me (no matter my ?) about how the "escalation team" would contact ******* was "subject to approval." She told me the **** could not be "reinstated" & when I told her I had not asked/authorized her to cancel the **** she told me it wasn't cancelled. I spoke to her supervisor "****" who assured me the *** was NOT cancelled but I had to wait for an email from "billing/escalation" to solve this. I asked her the name of the person I spoke to before ********* asked "what's your name?" I said, "you dont know the name of the person you're supervising?" **** said, "I was just checking if she used her REAL NAME." I received a vague email, but have not received a ***ponse. The **** WAS cancelled. I called again & "*****" confirmed this & said a refund was "subject to approval." I asked to talk to a supervisor but was told that she was working remotely & could request that I receive a call back. I said I hear other people on the *********** said, "because I'm at an office" but there was no supervisor. I agreed to receive a call back, but never received one. I called the main line that I called for a *** & was told that it was the *********** & then I called back to ask questions & was told "when ***** does not answer the phone, the calls go to this line which can make a *** at ANY hotel in the city." This business should have an F on BBB, it is a complete scam. Still no refund or ***ponse.Business Response
Date: 02/26/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 02/28/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a voucher for the amount of $275.84 has been issued to the 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
Business Response
Date: 03/03/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a voucher for the amount of $275.84 has been issued to the 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,
******* *********
Business Response
Date: 03/07/2025
Hello
We appreciate your patience! I am pleased to inform you that a full refund of $551.68 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days
for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!Kindly,
******* *********
Business Response
Date: 03/10/2025
Hello
We appreciate your patience! I am pleased to inform you that a full refund of $551.68 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,
******* *********
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