Complaints

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

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• 

  HotelPlanner.com

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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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:10/27/2025

  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 October 12, around 1:30 am I called hotelplanner to see if there was a room at ***************** available for immediate check-in with check-out later that day. I was connected with an agent (which I later determined was an AI agent) and explained what I was looking for, clarifying that I did not want a check-in for the *evening of Oct 12 with checkout on Oct 13*, but immediate check-in with checkout by noon on the same day (Oct 12). The agent told me that a room was available and it would book it for me (gave me a selection of two rooms, actually). It took my payment details and I was charged ******. It sent me a text confirmation confirming immedate check-in with check-out later that same day. When I arrived at the hotel, the person at the front desk told me that all rooms were booked and that she was not expecting any arrivals. We checked the reservation that had been made and saw that it had been made for the evening of Oct 12 with checkout on Oct 13. I called customer service and they cancelled the reservation and created an escalation ticket for the refund. The next day, the ticket was updated saying that the refund was refused. After many calls and back-and-forth on the ticket, the issue has still not been resolved, and I am wondering why, since this is clearly the fault of the reservation system's faulty software.

  

  Business Response

  Date: 10/28/2025

  Greetings ******,

  Thank you for reaching out to us. We wanted to let you know that we are in the process of reviewing your reservation request. We will provide an update as soon as possible.

  We appreciate your patience regarding this matter.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/29/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $207.62 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
  

  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/31/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $207.62 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
  

  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/20/2025

  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.

  This is regarding Reservation #H13126671. On October 17, 2025, I called a phone number related to making reservations for the Travelodge Inn and Suites by Wyndham Anaheim on ****************. After speaking with an agent to book two rooms, he mentioned an optional refund protection fee associated with these bookings. I told him I did not want to purchase the refund protection. He said he could only remove the fee from the second reservation since he had already processed the first one (Reservation H13126671 for $266.19). To get a refund on that fee, I would need to cancel this reservation and make a new one. I agreed to do that. He explained he couldnt cancel the original reservation himself but could create a new reservation without the optional fee and then transfer me to customer support so they could process the refund for the original reservation. We proceeded this way. When transferred to customer support, I was directed to provide information through an automated systemnever speaking to a live agent. After answering several questions, I was told my refund would be processed. Today (October 20), I received a text notification that a partial refund of $103.59 was issued. 1) Since the reservation involved undisclosed optional service fees and I was advised to cancel to avoid them, I expect a full refund of $266.19. 2) The $103.59 refund has not yet been credited to my credit card, so I am requesting the full amount. I attempted three times to contact a live agent at ************* to resolve this issue. Each time, I was redirected back to the automated support line, which does not offer an option to speak with a live person. Frustrated, humiliated, and worried about losing my money, I looked into other options. Thats when I noticed the filings with BBB, and I hope you can help me with this matter.

  

  Business Response

  Date: 10/21/2025

  Greetings *******,
  
  I'd love to help. We wanted to let you know that we are in the process of reviewing your reservation request. We will provide an update as soon as possible. If you have any questions or concerns, feel free to reach out to me directly at ********************************************************. 

  We appreciate your patience regarding this matter.

  
  Kind regards,

  **** *******

  

  Business Response

  Date: 10/21/2025

  Good afternoon *******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $266.19 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************. We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/21/2025

   
  Better Business Bureau:

  As a result of your inquiry made on my behalf, the company reviewed my refund request and decided to issue a full refund instead of a partial refund.  They indicated that I will receive this refund in 2 to 10 business days.

  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.
  

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

• Initial Complaint

  Date:10/20/2025

  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 made a reservation with Hotelplanner for the ******* Classic Suites (*******) in ******. The telephone number that posted online for the reservations was **************. It is Hotelplanner's tel. number, not the ******************'s. After repeated calling, a Hotelplanner agent told me that there were only a few rooms left for those dates, and that I only had until September 5th, i.e. the next day, to cancel without a penalty. At first, I was going to agree but then declined. But the guy persisted, and warned me by stating, Look, if you dont make this reservation now, there will be no rooms available for the days you want, and youll be sorry. Then he said, I really want to help you, so if you make the reservation now, I will throw in a complementary $25.00 coupon for the restaurant. I later discovered that this coupon was bogus. After I agreed, Hotelplanner sent a text from ************** at 5:20 p.m. on September 4th confirming the reservation and the charge of $203.36. However, I soon discovered the coupon was bogus and cancelled the reservation within 2 hours of making it, i.e. on the same day, September 4th at 7:19 p.m. I called Hotelplanner and I received a confirmation of the cancellation. Despite the cancellation, I was never refunded the full amount of $203.36. Despite my repeated requests, I was only refunded $65.37 on September 9, 2025. I believe ************ has defrauded me and I am entitled to a full refund amount of $203.36.Please feel free to contact me.

  

  Business Response

  Date: 10/21/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $203.36 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24041073
  
  I am rejecting this response at this time because: 

  I have not yet received any payment.  Hotelplanner has been dishonest throughout all my dealings with it.  Moreover, I have spent hours trying to rectify this problem and had to file a complaint with the Attorney General of Florida, ******************************   The last communication I received from the ************************* is that the "investigation remains ongoing."  If Hotelplanner has  not responded to the Attorney General, how could the BBB trust that its response is reliable?   One should not. 

  Unless and until I receive a full refund, I cannot accept Hotelplanner's unreliable response. 

  Please know that I have lost time over this, and I have been lied to throughout my dealings with the company.  Please keep this complaint active, unless and until full payment is made.  BBB, be aware that you cannot trust this company's representations.  

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

  

  Business Response

  Date: 10/21/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $203.36 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24041073
  
  I am rejecting this response because:

  this is my second response today.
  

  Hotelplanner has made misrepresentations to me several times in the past.  To date, a refund has not been made, and I do not trust Hotelplanner will return the money it owes me.

  The department of the Attorney General, *****************************, continues to investigate Hotelplanner.  It has been over a month, and I suspect Hotelplanner has not been forthright, because otherwise, this matter would have resolved by now.  
  

  Because Hotelplanner has lied to me in the past, and I have not yet received what is owed, please keep my complaint open until the funds are returned to me.

  Thank you.

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

  

  Business Response

  Date: 10/23/2025

  Greeting *****,

  I completely understand your concern and would like to reassure you that the full refund has already been issued back to the credit card used for your reservation. While the refund has been processed on our end, it can take ********************************************************************************************************* your statement.

  If you do not see the refund after that time frame, please dont hesitate to reach out to me directly at ****************************** and Ill be happy to assist further.

  We truly appreciate your patience and understanding.

  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/17/2025

  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.

  October 6, 2025 Itinerary Number: H12985880 Status: Confirmed Guest Name: ***** ******* Rooms: 3 rooms for 1 night Check In: May 7, 2026 (Thu) Check In Time: 3:00 pm - 12:00 am Check Out: May 8, 2026 (Fri) To Whom It May Concern,I am filing a formal complaint against hotelplanner.com for fraudulent misrepresentation and deceptive practices targeting elderly ************ husband (84) and I (81) believed we were speaking directly with a hotel when attempting to book a room for May 7, 2026 for my grandsons college graduation. The representative never identified themselves as a third-party agency and led me to believe I was dealing with the hotel. I later discovered that I had been redirected to another website after clicking a phone number that I thought was the hotel.The representative falsely claimed that other hotels were fully booked, leading me to book an extremely expensive room through this company. I have since found multiple nearby hotels with available rooms at significantly lower rates.When I requested a cancellation and full refund due to this misrepresentation, the company initially mentioned a small fee but is now refusing to refund any money, despite the misleading conduct. This constitutes deceptive and potentially fraudulent behavior, exploiting trust and targeting elderly consumers.I am requesting that hotelplanner.com issue a full refund immediately and take responsibility for the fraudulent misrepresentation.Thank you for your prompt attention to this serious matter.Sincerely,***** L. ******* ************************

  

  Business Response

  Date: 10/20/2025

  Dear *****,
  
  Thank you for reaching out to us.  We wanted to let you know that we are currently working on your request for Itinerary # H12985880. We will provide an update as soon as possible. We appreciate your patience regarding this matter. Please feel free to reach out to me directly at ***************************** if you have any other questions or concerns.

   

  Kind regards,

  **** *******

  

  Business Response

  Date: 10/20/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/22/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called trying to make a reservation for Nov. 6 at an ******* ************************. The person I spoke to represented himself as working for the hotel. He wasn't. He told me the conference rate was not available; it was. When I called the hotel the next day, they had no reservation for me, so I made ANOTHER, directly with the hotel. Then I tried to cancel. I couldn't. I have never heard of being unable to cancel a reservation less than 12 hours after making it. They lied and cheated me. They are a ****** organization.

  

  Business Response

  Date: 10/17/2025

  Greetings ******,
  
  Thank you for reaching out. We wanted to let you know that we are in the process of reviewing your reservation request. We will provide an update as soon as possible. If you have any immediate questions or concerns, please feel free to escalate it to me personally at ****************************** We appreciate your patience regarding this matter.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/17/2025

  Hello ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $519.25 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/20/2025

  Hello ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $519.25 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* is the company,On October 13, 2025 I contacted The ************** in ************. I used Goggle to search. When I plugged in ************** Yuma it popped up. I clicked on the link and it took me to the ************* location. I knew this because the phone number started with 928 which is a Yuma prefix. I called the number and ***** answered by say ******************** Yuma. I told him I need one room for 2 adults for November 8th checking out November 9th. I told him I was attending the **************** 60th class reunion and that we had a special rate set up there. He said "I will get you the best rate" I said we have a special rate arranged. He asked if I had **** or other senior discount and I said yes but wanted the special rate arranged. He never indicated he did not have that or that he wasn't the ************** in **** at all. He said I have the be rate for you.$250.58. That rate seemed very high for Yuma and especially a rate that was to special for the block of rooms for the reunion. I went ahead and booked. Not until I got the email confirmation did I know it was also a non-refundable fee, ***** never indicated that. I found out later by calling a friend in Yuma that the rate negotiated with the hotel was actually $129.00. I contacted Hotel Planner directedly once I figured out who I had made the reservation with and indicated that I wanted a full refund. My complaint is not about the money its about Hotel Planner setting themselves up as the Hotel rather than a third party when you call. I should have been told by ***** that I wasn't speaking with the Hotel. They have even gone to the trouble to use local phone prefixes that then go into their call centers making consumers think they are speaking with the local area. Also the representatives answering the phone as an employee of the hotel when they are not. This is nothing but fraud in my opinion and should be stopped.

  

  Business Response

  Date: 10/15/2025

  Greetings ****, 

  I have exciting news to share! I am pleased to inform you that after taking a deeper look into your reservation, I see a full of $250.58 was issued back onto the card used to purchase your reservation this morning. 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: 10/30/2025

   
  Better Business Bureau:
  
  

  Thank you for your assistance in this matter. Although the response from Hotel Planner is appreciated and satisfactory on one hand the real issue hasnt been addressed. The fact that in my opinion they are misleading unsuspecting callers representing themselves as hotel staff. I remain in the belief they should identify themselves as a third party. That may well be beyond your scope or mine. Thank you.

  **** ****

• Initial Complaint

  Date:10/15/2025

  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.

  Given wrong information about check in time and i booked it based off wrong information given to me over the phone. Said they would give a refund. They did not. Waiting for the refund still, and i am attempting to do it for them myself. This company is causing problems and stress. They should not be in business. They are unethical.

  

  Business Response

  Date: 10/15/2025

  Greetings ******,
  

  Thank you for reaching out. We wanted to let you know that we are in the process of reviewing your reservation for Itinerary #H13057128. We will provide an update as soon as possible. We appreciate your patience regarding this matter.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/17/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $344.31 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/17/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $344.31 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/14/2025

  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.

  On 10/04/25 I believed I was talking directly to a hotel. It was an agent from *****************. , which was not identified to me. They made a reservation for a one night stay at an out of state hotel on 10/11/25. They charged my credit card immediately , and sent me an email with a conformation number. While traveling to my detestation that morning on October 11th I received a text message confirming my confirmation and check in time. Upon my arrival to the hotel the desk manager said not only did she not have that confirmation number, but nothing under my name at all , and that they were all sold out. . I immediately got a person from Hotelplanners on the line with the desk manager to no avail. Hotelplanners told me they would expedite my dilemma to the next level, leaving me stuck in a city where all the other rooms were totally booked. We had to drive an extra 42 minutes to find another hotel for an ADDITIONAL $ 134 dollars in cost ! Plus the next morning, I get a text from Hotelplanners for a CREDIT VOUCHER for their mistake ! I am currently waiting for a Hotelplanner supervisor to return my call to see if I can not only get a refund on my card, but any additional compensation for the extra money I had to pay for another room because of their negligence. This "hotel planning company" ( whom I didn't even know I was dealing with) seems to be a scam that is totally misrepresenting themselves to the public.

  

  Business Response

  Date: 10/15/2025

  Greetings *****,

  I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a full refund of $279.02 has been issued back onto the card used to purchase your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/28/2025

  Hello,

          When I spoke with the person at ************* they refunded my credit card, but she  also promised voucher for future credit of $ 134 with to be used with a  future booking with Hotel Planner    ( the difference of my  extra out of pocket costs for another hotel)    She said I would be getting an email with the credit voucher of $ 134.  within 48 hours.    That was over two weeks ago- no date, no credit voucher at all.

  Thank you,

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

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24015338
  
  

  
  

  Hello,

          When I spoke with the person at Hotel Planner they refunded my credit card, but she  also promised voucher for future credit of $ 134 with to be used with a  future booking with Hotel Planner    ( the difference of my  extra out of pocket costs for another hotel)    She said I would be getting an email with the credit voucher of $ 134.  within 48 hours.    That was over two weeks ago- no date, no credit voucher at all.

  Thank you,

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

  
  

  

  Business Response

  Date: 10/29/2025

  Greetings *****,

  I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a full refund of $279.02 has been issued back onto the card used to purchase your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 
  ******* Planelles 

• Initial Complaint

  Date:10/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 8, 2025, I booked a room at the **************** in *********, **. At the time of booking, I believed I was booking directly through the hotel. Upon having to cancel due to an unexpected flight delay, the ***** staff informed me they had no reservation on record and could not help me with a refund. I have tried multiple times to reach out to what I now realize is HotelPlanner.com to request a refund for my stay and have had no luck. This website is deceptive, leading consumers to believe they are booking directly through the hotel site rather than a third party and making it impossible to get a refund when needed.

  

  Business Response

  Date: 10/15/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! 

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  
  
  

  

  Business Response

  Date: 10/20/2025

  Greetings ******, 

  Thank you for your patience! Please be advised that we did reach out to the property and request the courtesy cancellation and 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 have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/22/2025

  Greetings ******, 

  Thank you for your patience! Please be advised that we did reach out to the property and request the courtesy cancellation and 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 have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called what I believed to be *********** ( In 168 ) in ********, In. to book a room for 2 nights 9/19/25 &9/20/25 when I checked out I got my receipt for the stay $ ****** a couple of days later I called my credit card it was showing a $377. & change charge for the room so I called the hotel and they said the difference was a serving charge and would be credited back to my account within a few days. I gave it a few days and the charges were still there so I called the hotel back and they informed me that I booked the room with Hotel Planner. I told them that I had called the number that came on their website and I was then told I would have to contact Hotel Planner to dispute the charges. I have called Hotel Planner customer service number several times and it says they are transferring me to a customer service representative and then it ends the call. Even if I knew I was going through hotel Planner I wouldn't have agreed to a $150.00 charge book a 2 night stay . I believe it's scam that the owners of the hotel and hotel Planner is running.

  

  Business Response

  Date: 10/15/2025

  Greetings ******, 

  I'd love to help! I have searched our system with the name, email, and phone number 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 and assisting! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/28/2025

  H ******** number 

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24013582
  
  H ******** number 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/29/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! 

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  ******************************************************************
  

  

  Business Response

  Date: 11/03/2025

  Greetings ******, 

  I come bearing happy news! I am pleased to inform you that a refund of $85.11 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 11/03/2025

  Greetings ******, 

  I come bearing happy news! I am pleased to inform you that a refund of $85.11 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles