Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,150 total complaints in the last 3 years.
- 653 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:08/21/2025
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.
I booked a room for 2 nights at the ***********, ********************, *******, August 13,14/25. When I booked it I thought I was calling the hotel front desk, it was a Sault Ste ***** number. I did question the girl I was speaking to are you at the hotel? And she said Im the reservation desk. So Im thinking shes at hotel. Then when she pronounced the city wrong I questioned that, and she laughed. I then had to cancel and when I called the hotel was told I booked thru 3rd party, Lexyl. Which I had no idea I was. I was not informed youre automatically charged for one full night if cancelling even a week before! I was not told this. I got refunded one night, which I learned was a converted amount from usd to cdn.. I called Lexyl and was told a ticket to expedite my complaint was created. *** also sent emails to support at Lexyl with no response. Ive heard nothing further. I want my second night refunded $284.80.. now when I try calling, the number says it does not accept incoming calls. Dealing with Lexyl has been nothing but lies, deception and thievery. My friend and I are seniors, on fixed incomes looking at a little getaway and to lose this amount is not easy for us. Companies like this are so wrong, to take advantage of people as they have, its in essence stealing. I hope you can help me out. My reservation number was H12251610. Thank you.
Business Response
Date: 08/22/2025
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
******************************************************************Customer Answer
Date: 08/23/2025
Hello, Ive repeatedly tried doing this on my own, have been told there was not one but 2 tickets created and the second one was to supposedly expedite things. The company has not got back to me, via email and now the phone number no longer accepts calls and so if I choose the options given if I understand them correctly, option 1 would be me accepting their word that theyre looking into things and the case would be closed, but I dont trust their word. And option 2 Im totally discounting what theyve said yet Im holding onto hope theyre not being deceptive again. Id prefer to continue to have BBB involved until there is resolution, so what option is this??
Thank you for your assistance
Business Response
Date: 08/25/2025
Good Morning ******,
We appreciate your patience! I am pleased to inform you that a full refund of $412.97 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: 08/25/2025
Good Morning ******,
We appreciate your patience! I am pleased to inform you that a full refund of $412.97 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: 08/28/2025
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:08/21/2025
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 8/21/2015, I telephoned ************ "Reservation Support" listed on the internet for Holiday Inn **********. I made a reservation for Sept 7, ************************************************************************** order to cancel free of charge. Receptionist told me no cancellation is allowed unless I buy "Refund Protection Plan" for $14.71. I bought plan and receptionist then advised no notice was required with plan for cancellation to be free of charge. Receptionist then emailed me a confirmation of the reservation (Hi12426054) and also a copy of a Refund Protection Plan. The Plan does not allow any cancellation except for illness with doctor's note and hurricane and similar catastrophe. I immediately called the Company and tried to cancel the reservation and the plan. Company refused and hung up on me several times. On my call back "******" claimed he did not ever hang up and moreovover had not talked to me a minute ago. Supervisor "***" repeated same policy described above. The internet is full of complaints about this company. It does the same thing again and again - multiple times this very month. Please obtain my cancellation AND refund ($135 and *****). Please get the company to stop its unethical and fraudulent business practices.Business Response
Date: 08/22/2025
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
******************************************************************Customer Answer
Date: 08/23/2025
Complaint: 23779593
I am rejecting this response because Business has not actually offered any response at all. It merely stated it was reviewing the complaint.
Sincerely,
***** ****** *****Business Response
Date: 08/25/2025
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
******************************************************************Customer Answer
Date: 08/26/2025
Complaint: 23779593
I am rejecting this response because: It is not a response. It merely states they are working on the matter. I fear I will have to take additional action. There have been more than ************************************** 2025. Please help stop business fraud.
Sincerely,
***** ****** *****Business Response
Date: 08/27/2025
Hello *****,
I have exciting news to share! I am pleased to inform you that a full refund of $165.63 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: 08/28/2025
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:08/21/2025
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 August 5, I called a number that was listed online as belonging to *******************, ************. The phone was answered with the name of the hotel. I asked multiple times for the individual to identify he was with the hotel, telling him I did NOT want to make a reservation with a third-party reservation service. He said I had the hotel direct line. I made the reservation, for two nights for a total of $898.62. At no time did the man offer or mention a reservation insurance protection. After I hung up and the receipt came in my email, I saw the onerous cancellation policy. I tried to call back immediately for clarification and never got an answer. Twelve hours later, I tried to cancel the reservation, stating that the individual who took my reservation did so under false pretenses, by saying he was with the hotel and putting in the contract that I declined cancellation protection, neither of which was true. When calling the number in the reservation confirmation, I never received acknowledgment of my complaint, and was only refunded half of my reservation ($449.31) I requested a call review, and have received none. No one answers my calls now. I had the reservation less than 24 hours and the hotel said they would waive any cancellation penalty. I think I deserve a complete refund, an additional $449.31. My Itinerary number is H12233785, and the confirmation is **********. My friend, ******* ****, made a reservation on the same Initial phone call and has the same complaint. Her Itinerary number is *********.Business Response
Date: 08/22/2025
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: 08/25/2025
Greetings ***,
Thank you for your patience! I am pleased to inform you that a full refund of $898.62 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 *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Business Response
Date: 08/26/2025
Greetings Len,
Thank you for your patience! I am pleased to inform you that a full refund of $898.62 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 *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Customer Answer
Date: 08/28/2025
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.It is a real shame that the company misrepresented itself in the first place and that I had to file the complaint.
Sincerely,
*** *******Initial Complaint
Date:08/20/2025
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 made reservations for the ***************** at ***************** for Friday 7-18-25 through 7-20-25. I recieved a conformation # and Itinerary #. On the 18th when I attempted to check in, the Hotel had no record of me or the conformation. I contacted a customer service representative from **********************, who informed me there was nothing they could do and I would be refunded for the stay. On July 20th I received an email stating that my refund would be deposited in 2-10 business days. I recieved the same Email on 7-24. I waited until 8-3 and contacted them again due to no refund. I was told that they would turn this over to the investigation team and I would be updated. I called back several times over the last few weeks and everytime the same, Turn it over and you get an update. I contacted again today 8-20-25 (1 months from the email stating I would be refunded) and again no solution, just turn it over to the team to look into. All I want is the money that was withdrawn from my account. $438.28.Business Response
Date: 08/21/2025
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,
******* Planelles
Customer Answer
Date: 08/21/2025
Complaint: 23776244
I am rejecting this response because: Hotelplanner.com has had over a month to "look into my complaint". The only correspondence I have recieved in the last several weeks is the same thing, "We're looking into it" I was told on the 20th of July I would recieve a a full refund. I was told again on the 24th I would recieve a full refund. Recieveing another We're looking into it does not correct this issue.
Sincerely,
******* **********Business Response
Date: 08/22/2025
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,
******* PlanellesCustomer Answer
Date: 08/22/2025
Complaint: 23776244
I am rejecting this response because: They have been working on my request for over a month. I have been told they are working on it several times. But I still have not received a response to tell me the date my refund will be deposited. It was 2-10 days from July 20th. They have been working on it for a while. This answer is Unsatisfactory!
Sincerely,
******* **********Business Response
Date: 08/27/2025
Greetings,
Thank you for reaching out! This reservation was placed using a voucher, we have refunded the voucher #****** a full amount of $633.14 USD. Please let us know if we can be of any further assistance!******* *********
Customer Answer
Date: 08/27/2025
Complaint: 23776244
I am rejecting this response because: I do not want a voucher. I want my money returned. I was informed multiple times I would recieve a refund. This was stated on July 20th and again on July 24th. I would like a date when my refund will be deposited
Sincerely,
******* **********Initial Complaint
Date:08/19/2025
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 August 15, I booked a room with two queen beds at the ****************** for October 1013 under Itinerary Number: H12354946 and Confirmation: dqmpvw57. I also purchased the refund protection plan.That same day, I called the hotel to confirm the reservation and was informed that two queen beds were not available. I immediately requested cancellation of both the hotel booking and the refund protection plan. I received an email confirmation on August 15 that both were successfully canceled.I purchased the Refund Protection Plan (Plan Number: 4f524141-0053-0000-0402-9923a41d8235) for $172.72 USD. Since the service itself was not delivered as promised, I am also requesting a refund for the protection plan fee.Reservation Details:Guest Name: ******* ****** Booking Date: August 15, 2025 Stay Dates: October 1013, 2025 Total Paid: $1,944.24 USD (prepaid)Business Response
Date: 08/19/2025
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,
******* Planelles
Customer Answer
Date: 08/19/2025
Complaint: 23768574
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 08/22/2025
Hello *******,
I come bearing happy news! I am pleased to inform you that a full refund of $1,944.24 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: 08/22/2025
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:08/18/2025
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.
I booked a hotel room thinking I was booking with the actual hotel for 8/12-8/15. I had searched the ********************** and thought I was calling them. I didnt receive confirmation by email but I did get an email that I purchased insurance and it was refundable. On 8/5 I received a text that the hotel was booked for that day. I called the number and they said they would change the dates and I would hear back. They never responded and I called multiple times. I called the hotel directly and the desk then called told me it was Expedia who told her I would get a full refund since she didnt have rooms available. I have again called multiple times and they always say they will escalate issue and get back to me but they never do. However when I ****** the phone number I used it comes up as hotel guides not Expedia. ****************)Business Response
Date: 08/21/2025
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,
******* Planelles
Initial Complaint
Date:08/18/2025
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.
*************** is fraudulently listing my hotel (Log Cabin Inn) without my permission. As there is no affiliation, it tells potential guests that no accommodations are available and attempts to redirect them to another property. I am demanding a cease and desist of listing ************* in ************** on ***************Business Response
Date: 08/21/2025
Greetings,
I'd love to help! Please provide me with the name, address, and phone number for your motel, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* PlanellesInitial Complaint
Date:08/16/2025
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 believe we were scammed. We were on the ******** website booking a room with Opryland ******* Hotel for Jan 29, 2026. We finished the reservation, then received an email from a 3rd party that said it was non refundable, the email did not look legit. We called the number on the email right away, within 2 minutes of this reservation, and we spoke to someone who appeared to be in another country. She said she'd open a ticket and get back to me. We have called about 100 times and no one has gotten back to us. We placed reviews on Trip Advisor and Consumer Affairs. Someone did respond ************************ and said to email her directly. I did email her, numerous times, with no response. We did more research, including calling the Opryland ******* Hotel directly, and this appears to be a scam. There was a pop up window that popped up during the time we were making a reservation on the ******** website.Business Response
Date: 08/18/2025
Greetings ********,
Thank you for your patience! I am pleased to inform you that a full refund of $2,726.87 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: 08/29/2025
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:08/15/2025
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.
I booked a hotel room for August 11th and purchased refund protection, with a total cost of $256.79. I had to cancel due to a medical emergency, and the cancellation process with the company was very difficult. On August 14th, I was informed that I would receive a refund of $233.98. However, instead of issuing the refund, the company charged me an additional $233.98. As a result, they now owe me $477.96.I have called multiple times to have this corrected but have not received a response. A reputable company would address and resolve this matter promptly.Customer Answer
Date: 08/16/2025
This has been resolved. Hotel planner refunded my money.Business Response
Date: 08/18/2025
Hello ****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $233.98 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. I would also love to help with the double charge you are seeing on your card, please provide me with a screenshot/image of the double charge made to you. Please feel free to escalate it to me personally at *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Customer Answer
Date: 08/18/2025
Better Business Bureau:
This has been resolved. Hotel planner refunded my money.
Sincerely,
**** ******Initial Complaint
Date:08/15/2025
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 August 4, I called what I believed to be the ************ to place a reservation for August 15. During the call, I specifically asked several times if I was speaking with a third party, as I know how difficult cancellations can be through outside booking companies. The representative assured me that he worked directly for the ******** protect myself in case plans changed, I confirmed the cancellation policy and was told nothing about restrictions or fees beyond canceling within the allowed timeframe. The next day, August 5, I learned my husband had already booked a room. I immediately called to cancel my reservation with the hotel. This is when I discovered I had actually booked through HotelPlanner.com, not the hotel directly.When I contacted HotelPlanner.com, they informed me I was not eligible for a full refund. At no point during the booking process was I told this, and the representative misrepresented their affiliation, leading me to believe I was booking directly with the hotel. I am now out $224.45. Also, when they told me I couldn't get my money back, I told her, never mind, don't cancel my room, we would cancel my husband's room (not even 2 minutes after she told me) she said, "oh too late, I already cancelled your room." This is unacceptable! HotelPlanner.com is misleading customers into believing they are booking directly with hotels. I have since been unable to reach them by email or chat, and they have been unresponsive. I am requesting a full refund.Business Response
Date: 08/18/2025
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,
******* Planelles
Customer Answer
Date: 08/18/2025
Complaint: 23752179
I am rejecting this response because:I would like a FULL refund because the company misrepresented themselves even after I asked if they were a third party company, they said they were the Hotel Indigo. Also when I asked them not to cancel, she had informed me that it was already done. I wasn't given any chance to state my case. I am more upset that they lied and said they were NOT a third party.
Sincerely,
****** ********** BruderleCustomer Answer
Date: 08/19/2025
I'd like to add that yesterday afternoon I received a text message from who I believed Hotel *********** stating that they would issue the full refund.
I noticed the money pending in my acct. I was satisfied with the result and assumed it was resolved. Then a couple of hours later I received an email from an email account that I had sent to the company originally. Their email stated this:Refund protection has been cancelled for the following:
***************************** by IHG - H12223093: H12223093
As a result no refund requests may be filed against the refund protection coverages.
You will receive a refund for your certificate as soon as possible. If you have any questions regarding this change in status please feel free to contact us at here.
Sincerely,
Your Customer Experience Team
*******************************************And the money was re-taken out of my acct. I don't appreciate them continuing to go back into my account after the fact. I do not understand what it means by "you will receive a refund of the certificate as soon as possible, but no refund requests may be made." and still am looking for a FULL refund.
Thank you****** ********** *********
Business Response
Date: 08/19/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $224.45 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: 08/20/2025
Complaint: 23752179
Thank you for getting back with me and I appreciate you offering the full refund. I hope that you better train your operators to be honest and forthcoming when people ask them if they are a third party.I am going to reject this response for now because I have not yet received the money. Once the money is in my account, I will accept the response. I am only doing this because like I stated, on Monday I did see that the money was returned (pending in my account) and then a few hours later your company took the money out again. I don't appreciate you keep on going into my account and withdrawing the money again. What's to say you won't do that again in a few months or after I accept this response? I will be waiting for it to be deposited. Thank you again for your timely response and action to this matter.
Sincerely,
****** ********** Bruderle
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