Complaints

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

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HotelPlanner.com

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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2025

  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.

  My wife inadvertently booked a hotel through a third party online vendor that had somehow managed to make it appear as though they were the ***********, to include a phone number that used the same area code as the hotel we were trying to book. My wife quickly cancelled the ***ervation through the actual hotel she believed she had originally booked. Neither of us have ever heard of hotelplanner.com. Even more bizarre is that the hampton in manager told us it was a different third party vendor that had originally booked our stay. I believe she stated it was **********. The *** was $302.20 and the hampton explained that they never received any payment and that they aren't ***ponsible for refunding ***ervations made through third party. I was able to track down the original number my wife had called to make the ***ervation, and it was definitely using the same area code as the hampton. To go into a little more detail, my wife had "cancelled" this ***ervation through the hampton "successfully" within hours of the original booking, and we had received confirmation of the cancellation from the ***********, but again, neither of us were aware that we had booked through third party. We finally found the vendor and contacted them to get a refund as the entire thing was incredibly shady. They stated that they did not plan to provide a refund to the original card we used to book, but instead offered a voucher for a future booking that had to be used within 120 days and required "special instructions" to properly apply. At this point, it appears we are out $300+ we used to purchase the original ***ervation unless our credit union can work with us to send a chargeback for the total. I'm under the distinct imp***sion this organization intentionally designs their promotional links to appear close to the hotels they book for in order to lure unsuspecting people like my wife into contacting them believing they're calling the hotel directly.

  

  Business Response

  Date: 02/24/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,

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

  
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22980480
  
  I am rejecting this response because: ******** has already reassured us that our dispute will be honored and we will be receiving our money in the next 3 days. It's very clear from the hundreds of prior complaints you have received(in the last three years) with dozens of complaints i've personally reviewed from just the last 4 months, that this is a pattern of very shady business practices that suggests hotelplanner.com regularly defrauds unwitting customers of hundreds to thousands of dollars each, and you count on customers to eat the lost funds and walk away. I've made a public statement regarding these shady businesses practices on *******, which may or may not gain traction, but judging by the ************************** the last three years, It's very likely the video blows up at some point very soon. I've also stated that if any lawyers happen to watch the video, that i'm 100% willing to participate in a class action lawsuit even at a small financial loss if it means you never take advantage of anyone else ever again. This means firing any employees(whom you pay sales commissions to) who are caught obfuscating that they are in fact a third party trip planning agency and not a representative of the hotel they are middle ******* sales for AND halting the incredibly suspicious practice of masking your telemarketing phone center numbers with area codes that are from the location of the hotel in question in order to further remove suspicion of fraud. If i receive my money from our banking institution as assured by my bank, it will not resolve my complaint with hotelplanner.com as this issue goes far beyond me just getting the money back that was stolen by hotelplanner.com, even if **************** is smacked with a small chargeback fee for attempted fraud. If hotelplanner.com were to pay me thousands of dollars in restitution, yet continued to defraud hundreds of future customers in the same way, how does this resolve my complaint? Lastly: I have simultaneously filed a complaint with the ************************ and I sincerely hope they do even a cursory investigation. It took me five minutes to find hundreds of nearly identical complaints of sales representatives misrepresenting who they work for in order to sell non refundable rooms that often don't even get booked by hotelplanner.com. This is a large enough phenomenon that it conveys that it's a commissioned sales strategy by hotelplanner.com and it takes no time at all to become savvy to it. At this stage, I am going to ask you to cease all correspondence with me regarding this dispute and accept that this will not be resolved through Better Business Bureau direct messages. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/26/2025

  Greetings ******.

  Thank you for your response and for allowing us the opportunity to review this for you. Please keep in mind once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,
  ******* *********
  
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22980480
  
  I am rejecting this response because: 
  As previously stated, i already took action through my bank to received the funds in 1/3 the amount of time(3 days) that hotelplanner.com had projected(10 BUSINESS days) it would take to fulfill a refund after initially only offering to provide a voucher in the initial amount that they had stolen from my wife. I pursued a charge dispute, which should result in a charge back to the organization, which I highly suggest other victims of their fraudulent practices pursue rather than just requesting a refund directly from them, which it would appear they sometimes provide and sometimes don't provide even after telling their victims that they are processing their refunds. I will not accept any responses from hotelplanner.com, as there is nothing they can do, short of eliminating their incredibly shady business practices altogether going forward. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/23/2025

  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.

  We needed to book a room in *********, ** for a 2-night stay. We chose ************ for 11/1 - 11/3/24. I specifically clicked the link on their website to ensure I was booking directly with THEM and NOT a 3rd party provider. That same evening after reserving the room, we decided to cancel the reservation. I immediately called that specific Red Roof Inn to cancel, but was told they couldn't assist since they showed that the reservation was made through a 3rd party. We received an email confirmation from ******************************************* (we found was Hotel Planner) for $905.95 which included a "refund protection fee" we never knew about for $70.97. We were SHOCKED!That same night we contacted our credit card company, Discover, to stop & dispute the charge since we wanted to cancel the reservation and usually able to do so with hotels. Discover investigated & contacted Hotel Planner for a refund but Hotel Planner denied the refund claiming that I agreed to a "non-refundable" reservation as part of their reservation process. ************ canceled my reservation, but Hotel Planner would not refund my $905.95.We contacted Hotel Planner a number of times trying to get assistance. They told us we had to tell ******** to cancel a hold on the payment before Hotel Planner would consider the refund. That felt wrong!We desperately need your assistance in securing a refund of $905.95 from Hotel Planner due to their misleading business practice of having their link be the one available to make reservations on the ******** Inn website, and forcing patrons to agree to the "non-refundable" section of the reservation process. This is a lot of money! To have to pay it when we never used the hotel, was duped with a misleading scam, and being told to stop having Discover investigate the charge and hold our payment is beyond wrong and frustrating.Thank you in advance for your assistance. We would really appreciate your help in getting our money back!

  

  Business Response

  Date: 02/24/2025

  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: 02/24/2025

   
  Complaint: 22979565
  
  I am rejecting this response because:

  Their response says "we are currently working on your reservation".  We believe this is an automatic response because it doesn't reply to our request for a refund.   We thought we were making a reservation through ************ and never intended to make a reservation through Hotel Planner.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 02/28/2025

  Greetings ********, 

  Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher in the amount of $  to email " ". 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. 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: 02/28/2025

  Greetings ********, 

  Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher in the amount of $417.49  to email ****************** 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. 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, 
  ******* *********

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22979565
  
  I am rejecting this response because

  Hotel Planner is not even understanding our complaint and request.   We do not want a voucher, we deserve a refund!!!

  Attached is our email exchange with them.  As you can see, we did everything Hotel Planner requested for them to "consider" giving us a refund including sending them a letter from Discover that we cancelled our complaint/hold on the funds.

  The bottom line is that Hotel Planner says that Red Roof Inn wouldn't let them give us a refund, BUT the whole issue is that we were MISLEAD by the link that was on the Red Roof Inn's website when we went to make our reservation.

  Normally, Red Roof Inn (and many hotels) allow cancellations & refunds!  When we went to cancel our reservation within the hour of making that reservation, we found out that the reservation was actually made through Hotel Planner and NOT Red Roof Inn and that's where the deception lies.

  In researching Hotel Planner, we see many other complaints about their misleading business practices so know they've mislead others as well.
  

  To summarize, we do not want a voucher, because we do not trust Hotel Planner.  $900.00+ is A LOT of money to be missing because of Hotel Planner's deception.  We cancelled the reservation and never even used their services! 

  Please help us get our refund, this is such a bad business practice and we feel we've been scammed!
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/03/2025

  
  

  Greetings ********, 

  Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher in the amount of $417.49  to email ****************** 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. 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, 
  ******* *********

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22979565
  
  I am rejecting this response because:

  Hotel Planner is giving a "canned" answer and not responding to our request & complaint from our last response!!!

  Please....we just want and deserve a refund because of their shady & misleading business practices we outlined in our last response.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel not knowing I was using hotel planner. I googled the hotel name that was in **************. I asked if I could park and fly if I had booked a room the guy on the phone assured me I could and it was included, I asked three times. I get charged the full amount get to the hotel and its not included so I cancel a week before the stay and get charged to cancel and didnt see any refund. They are a scam

  

  Business Response

  Date: 02/24/2025

  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: 02/26/2025

  Greetings *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $563.07 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, 

  ******* Planellees 

  

  Business Response

  Date: 03/03/2025

  Greetings *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $563.07 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, 

  ******* Planellees
  

• Initial Complaint

  Date:02/21/2025

  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 booked a two-night hotel stay on November 29, 2024, but due to an acute appendicitis surgery, I was unable to go to the hotel. Since I made the booking through HotelPlanner, I contacted them in advance to inform them of my surgery and that it was an emergency medical situation, so I could not go to the hotel and wanted to cancel the reservation. HotelPlanner's customer service at that time told me I would receive a full refund. However, later they only refunded me the regular hotel fee and issued a voucher.I then contacted HotelPlanner again, but they later told me that the hotel refused to offer a full refund and required me to contact the hotel directly. I contacted the hotel, and they told me they would not refund a single *****. I explained to them that I was canceling due to an emergency medical situation and that I could provide the surgery and doctors notes.I find this extremely unreasonable. Anyone can fall ill, and as a hotel operator, I believe this is completely unacceptable. If I cannot receive a full refund, I will consider pursuing civil litigation.

  

  Business Response

  Date: 02/24/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,

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

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22970330
  
  I am rejecting this response because: I already send the dispute withdraw letter from bank a week ago, and you guys still ask me to send it to you? The email's screen shot is attached. 
  
  Sincerely,
  
  Haobo ****

  

  Business Response

  Date: 02/24/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,
  ******* *********

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 22970330
  
  I am writing to formally follow up on a complaint I previously submitted via the BBB regarding my reservation with HotelPlanner. Last year, I made a hotel booking through your official website. Unfortunately, due to an unexpected medical emergencyacute appendicitis requiring surgeryI was unable to travel. I am able and willing to provide all necessary medical documentation to support this. After my initial complaint, I was told I needed to provide documentation showing that I had requested a stop to my banks investigation. In response, I sent all relevant documents from my bank three months ago to your email address **************************** as well as to one of your managers. However, I have not received any response from your team to date. It has now been nearly a year since the incident, and I still have not received a resolution, a refund, or even a proper acknowledgment of my correspondence. If this matter is not resolved through the BBB this time, I will have no choice but to pursue other legal avenues to protect my consumer rights. I urge you to take this issue seriously and provide a timely and fair resolution. Sincerely,
  
  Sincerely,
  
  Haobo ****

  

  Business Response

  Date: 07/08/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,
  ******* *********

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 22970330
  
  I am rejecting this response because:
  I already sent the bank documents and all the informations to you guys. 
  Sincerely,
  
  Haobo ****

  

  Business Response

  Date: 07/14/2025

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  Kindly,
  ******* *********

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 22970330
  
  I am rejecting this response because:

  I already ipload all my bank info 2 monthes ago, but no one reapond to me, i attached the bank info with the complaint.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/18/2025

  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.

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  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 do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 22970330
  
  I am rejecting this response because:
  I find this completely unreasonable. As an intermediary company, you seem to have no influence over the hotels you work with and show no regard for your customers. When something like this happens, you just start shifting blame. I will be sharing this experience publicly through media and online platforms. For a travel company of your size to be unable to protect even the most basic rights of its clients is unacceptable. I am a healthcare provider, and I booked this hotel through your platform based on a recommendation from our companys software. I will also be reporting this experience to my organization. Your lack of accountability is appalling, and I intend to expose everything your company has done in this matter.
  
  
  Sincerely,
  
  Haobo ****

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2-20-25, hotel reservation was purchased with cancellation insurance. #H10492607. ********************* agent (ticket#*******) cancelled the reservation & confirmed it with the Hyatt. Stated a full refund would be charged back to my credit card. Email response through the refund portal states it will be a voucher with *********************. There are Multiple complaints with BBB ref this businesses fraudulent practices. The paid cancellation insurance was also embedded within the reservation & not obvious to the consumer. Additional charges were also excessive. $646.07 for the room. ***** website listed at $404.

  Customer Answer

  Date: 02/21/2025

  The correct business name and website is *********************. ************ 

  

  Business Response

  Date: 02/24/2025

  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: 02/26/2025

   
  Complaint: 22974408
  
  The correct business name and website is *********************. ************
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/26/2025

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that $588.67 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:02/21/2025

  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 am an elderly person who was trying to book a reservation at a hotel hosting my grandson's wedding. The wedding party had a room block at a reduced rate. I mistakenly went to ************* thinking it was the actual hotel since they make their website look like the actual hotel. I told them I was looking to book as part of the wedding room block and gave them the name of the wedding. The person on the phone did not state they were not affiliated with the hotel or that they could not book me to the room block. After booking with them, my daughter in law sent me a link to the hotel and I saw their rate was much lower and realized I had made a mistake. I called back Hotel Planner and they refused to refund my money. I canceled my reservation with them and they still refused a refund. My son called them and they told him they were processing my refund and it would take another day which never occurred. I am looking for your assistance in getting a refund. I feel they misreprestensed who they were and I never would have book with them had I known they were not the actual hotel and that I was not getting the room block rate.

  

  Business Response

  Date: 02/24/2025

  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,

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

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22973685
  
  I am rejecting this response because:
  They misrepresented and took advantage of me an 87 year old.   I asked for the ****** block for the wedding.   They did not tell me this wasnt the block.   They answered like they were the hotel.   They will not refund my money and will not reinstate the reservation.   This is for my grandsons wedding and I am a widow and cannot afford to have this happen
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 02/24/2025

  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:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with this company without knowing they weren't part of ******. The had me pay an extra 25$ for cancelation protection. The hotel room was originally booked for 2 nights. Due to me getting my work completed early I only used one night. They will not refund me for the one night I didn't use. If you were to look into their call records of me calling, I specifically asked the guy on the phone if I was covered for this exact scenario and he lied to me and said yes. Pretty shady business ethics.

  

  Business Response

  Date: 02/21/2025

  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 refund of $138.98 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 03/05/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $138.98 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 03/05/2025

   
  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:02/20/2025

  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.

  Refund was not submitted within the 2 to 10 day window they told me. I called them 11 buissnes days in to see where the process was and why the money had not been returned yet. I was assured that because i was calling on a Saturday that the business first thing Monday would be taking care of it and by the following Wednesday the money would be back. It is still not back in the account. It has now been 14 business day. I called today and was given the run around again. That a manager would call me back. It is now past 6pm and no call back. Id like my refund.

  

  Business Response

  Date: 02/21/2025

  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: 02/21/2025

   
  Complaint: 22969930
  
  I am rejecting this response because: We are seeking the refund we were told would be back in our account over 5 business days ago. It has now been 15 business days and several phone calls and still no deposit back into the account. The attached even shows refund protection on it for 43 dollars and change. Yet no refund or any help so far. This is theft. Also, after reading reviews here I found why it seemed like I was booking with the hotel. When they answer they say hotel reservations like they are answering in that department of the hotel. When in fact it's hotel planner. One of the phone calls i was told id get a call back from the manager. I asked what time do they close. I was told 6pm. I asked is that EST. She paused and had no idea. **************** is not ****************. It's a customer diversion center. This is my first review on here, ever. I have never experienced something like this. What is going on and where is our money?!!!
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/24/2025

  Hello ********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $494.03 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: 02/27/2025

   
  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:02/20/2025

  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.

  The date of the transaction was 9-10 January 2025. The advertised online rate for the hotel room was for $116.00 before taxes and I was charged $185.13 after an additional $52.68 in what the company is calling Tax Recovery and Fees, and an additional unauthorized third-party charge of $16.45. I have been in contact with the company for the past four weeks requesting an itemized breakdown of the Tax Recovery and Fees and a refund for the unauthorized $16.45. They have refused to provide me with either of my requests and have ceased contact. I want a refund for the $16.45 as well as any charges over the local, county, and Texas state taxes. Thank you for your help with this matter.

  

  Business Response

  Date: 02/20/2025

  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: 02/21/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $40.00 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 02/21/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $40.00 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 02/21/2025

   
  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:02/20/2025

  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.

  On February 14, 2025, at about 10:55 PM we booked a room online for The *********** in ********, **. We believed we were booking directly with the hotel for a stay from 9/6/2025, to 9/7/2025. However, upon reviewing the confirmation email the next day we realized that the reservation was made through a third-party company, though we are unsure how this happened. Not only did this third party overcharge us on fees compared to booking directly with the hotel, but they also added a refund protection fee we were unaware of and imposed a 25% cancellation fee. As frequent guests of this hotel, we are familiar with their policies, and we know they do not charge a cancellation fee (see the attached screenshot). Upon discovering these discrepancies, I contacted the third-party company, Hotel Planner and Hotel Reservations, to cancel due to the overcharges. I was informed that they could not immediately approve a full refund but would escalate the request for approval. So far, we have received a partial refund of $199.72, but the total amount we were charged was $292.25. I waited the 2 business days as initially instructed, but we have yet to receive the remainder of the refund. When I called again on 2/20/2025, I spoke with a representative who had difficulty understanding or communicating in English. As a result, he did not comprehend that our case had already been escalated, and I was simply seeking approval and the remaining refund. Instead, he repeatedly told me to wait 2-10 days, despite my clarification that we had only received a partial refund and were waiting for the rest. If our refund had already been approved, why was he initiating a new escalation? It was unclear whether he genuinely did not understand my request or was intentionally dismissing my concerns. Given this ongoing issue, I am reaching out to the BBB to ensure that my complaint reaches the appropriate person and is properly addressed.

  

  Business Response

  Date: 02/20/2025

  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: 02/21/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $266.29 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: 02/21/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $266.29 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: 03/05/2025

   
  Complaint: 22968182
  
  I am rejecting this response because:

  The amount refunded is not the full refund. We are still due the $25.96 we were charged for refund protection. Please refund this and I will be satisfied with the services.

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

  

  Business Response

  Date: 03/07/2025

  Hello *********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $292.25 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