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: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.

  The site looked legitimate, with logos from Country ************* so I didnt think to question it. During the booking process, everything seemed fine until we reached the payment page, where we noticed the total was much higher than expected for gold members. We called the number listed and never once were informed that they were a separate entity. They assured us that the discount would be applied after the reservation was made. We went ahead and paid, only to be charged the higher rate of $224.52.We then called the hotel directly to confirm, they told us there was no reservation and that we should call the 800 number to verify and apply the discount. We called back at ************ and explained that we were gold members with Country ************ and should be getting a discounted rate. After a lengthy back-and-forth, they agreed to process a full refund (the reservation was supposed to be refundable) and said it would take 2 to 10 days to process. We followed up multiple times, but each time we were told it was being processed and wed have to wait 2 to 10 business days. On 2/12, we called again and were told to keep waiting. When I asked what would happen if the refund didnt appear, they told me to call back. When I asked what theyd do then, I was told they would address it at that time.On 2/17, (11 business days later) when we still hadnt received the refund, we called again and were told they would be escalating to a manage due to missing refund. They assured us wed receive an update via text. No email or text came through. On 2/19, we called again and were told the matter was being escalated. My husband insisted on receiving an email confirming the refund. We received a generic email stating only refund missing H10355258 and your ticket has been *********** of today, 2/20, we still have not received our refund. This experience, as others have mentioned, feels like a dishonest and predatory sales tactic, and it is completely unacceptable.

  

  Business Response

  Date: 02/20/2025

  Hello ***********, 

  Thank you for your patience, we greatly appreciate it! I am pleased to inform you that a full refund of $224.52 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, please don't hesitate to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:02/20/2025

  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 2/4/25 I dialed a Indiana phone number that was listed as hotels phone number, ************* by ****************************. The representative I spoke with ***** I told her I wanted to book a room Park sleep fly to check in on 2/4/25 and check out on 2/5/25 and that we would need a shuttle to the airport at 3:30 am and that I planned for n leaving my car at the hotel until 2/10/25. She then told me a price and said it would ***** to leave my car. I told her that is not what I wanted. I told her I wanted the deal that I seen online that was ***** and that it included everything. She then said oh I made a mistake you are right and that is would be ****** with tax. I took her name and confirmed again that I want the park sleep fly and she said she made a note. She had me enter my card number which I found a little odd but just thought that was the way they did things. She did tell me that me that my card the nightly rate and that was charged would be nonrefundable. I did agree to that condition. However, I thought it strange to tell me to key in my credit card number instead of telling me to read the card number. Also I confirmed what I was asking for and thought it was fine. On the way to the hotel that evening I had a bad feeling and decided to call to confirm she had me down for the correct booking. I was then told that it would have to pay for the shuttle and the parking and that she shouldve told me that I needed to go to the Park sleep fly website to book the correct room. At that point I was very upset because we where on the way to the hotel and I wanted a call from the manager to help me fix this problem. The manager never contacted me and since then I have tried reaching out to them multiple times and they tell me they are working on it and someone from that department will call me back. This still has not happened. I just want the money I had to pay for parking at airport refund to me because I was lied to and told the reservation was correct.

  

  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 $50.00 as requested for the inconvenience 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 $50.00 as requested for the inconvenience has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

• Initial Complaint

  Date:02/19/2025

  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 Nov 20 2024 we made reservation at travelodge by wyndham near **********************, pd on credit card $99.65. The number We called was not the hotel, was a ****** which we didn't know, it was the number on hotel website. ************ answered as service line. When we checked into the hotel, all that information we had been told was incorrect, and we ended up paying a $150. In addition to the deposit that was processed when I called for the reservation. We were told $96 incl room 1 night jan 24 2025, airport shuttle & parking our suv at hotel for week. Included only 1 night room. I've sent 5 emails and several calls to get refund, was told 10 business days. It's been 20 business days, no refund. Ea time I call they tell me sorry this happened. We want our money back. Emails sent to *********************************** and they have stopped responding to me. *** was charged to our credit card Any help would be appreciated. Thank you

  

  Business Response

  Date: 02/19/2025

  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: 02/20/2025

  The case number assigned to my itinerary number H9785745 from the place called for refund is *******.  Sorry, this should have been included.  I have talked to ***** and ****** when I've called.  Each call they tell me they will put a rush on refund.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22962668
  
  

  
  

  The case number assigned to my itinerary number H9785745 from the place called for refund is *******.  Sorry, this should have been included.  I have talked to ***** and ****** when I've called.  Each call they tell me they will put a rush on refund.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 02/20/2025

  Greetings ********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $99.65 has been issued back onto the card used t 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:02/19/2025

  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.

  Website Misleading Hotelplanner On February 9th, I wanted to book a suite for the nights of the 14th and 15th of March at the Super 8 by Wyndham, located in **********, **. I made the reservation through a third party, Hotelplanner. I initially did not know I was booking through a third party. The room was requested, credit card charged, $286.74 but I immediately noted that it was not for a suite. I was doubfounded how I could have made this error on a nonrefundable booking. The dollar amount looked right. This reservation could not be changed through Hotelplanner.The attachments as shown from ************ website reflect the actual suite picture in the background. The booking shown below the picture ended up being for their "best seller" king bedroom - not the suite. Note: This is the 4th time I have reserved and stayed at that suite at ******* in **********. So I knew what the interior of the suite looks like. The main issue/concern in my case was misrepresention of fact as reflected in the attachments from the website. Showing one picture in the background which is the $120 a night suit with the "best seller" king bed single for booking is misleading. ************ did cancel this reservation expeditiously as shown in attachments. I have corresponded with ************ with not to my satisfaction agreed upon resolution except a voucher they offer as an addition fee in cancelations which was added to the initial purchase price. I now have a voucher for a future reservation somewhere who's value is questionable and/or a feeling of no confidence in using due to small print that additional fee that may apply. Since I could not change Hotelplanner booking to the suite which I thought I was booking, I booked the 14th and 15th of March with the Super 8 directly on Feb 9th for the suite at $117 a night or $268 including tax and fees. Thank You for your time regarding this issue.

  

  Business Response

  Date: 02/19/2025

  Greetings *******, 

  I am pleased to inform you that a voucher for the full amount of $261.27 has been sent to *****************************. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.

  Kindly, 

  ******* Planelles 
  
  
  
  

  Customer Answer

  Date: 02/20/2025

  The issue with HotelPlanner is their false and deceptive website which leads to errors and misunderstandings in making reservations. 

  Is it legal to post a picture of a suit which does not reflect what you are reserving?  The attached pictures initially and one provided of the website are proof of an error in advertising or a possible intent of deception.  Beyond my refund reimbursement, I beleive this error or deceptive practice should end in this website for this location.  Use a picture of the single King room instead of using the hottub suite.

  If this was done in error, I should be rewarded for being this error to HotelPlanner's attention and receive full a refund.  If this is the standard practice, I believe that would bring upon other concerns.  Thank You for your time in this matter.

   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22962371
  
  I am rejecting this response because:
  

  The issue with HotelPlanner is their false and deceptive website which leads to errors and misunderstandings in making reservations. 

  Is it legal to post a picture of a suit which does not reflect what you are reserving?  The attached pictures initially and one provided of the website are proof of an error in advertising or a possible intent of deception.  Beyond my refund reimbursement, I beleive this error or deceptive practice should end in this website for this location.  Use a picture of the single King room instead of using the hottub suite.

  If this was done in error, I should be rewarded for being this error to HotelPlanner's attention and receive full a refund.  If this is the standard practice, I believe that would bring upon other concerns.  Thank You for your time in this matter.

   

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

  

  Business Response

  Date: 02/26/2025

  Good Evening *******, 

  I come bearing happy news! I am pleased to inform you that the voucher has been removed/deleted and a refund of $261.27 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: 02/26/2025

   
  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:02/18/2025

  Type:Customer Service 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 agreed to a nightly rate of $259/night. When the charge appeared on my credit card, the total bill was for $455. When I asked about the billing I was informed of a $159 tax/feeand a $40.51 charge for insurance protection that I did not agree to or authorize. This website might be a legitimate business, but their practices are deceptive and criminal. In 2025, businesses dont thrive by preying on people using deceptive strategies. Im awaiting a call from their escalation department.

  

  Business Response

  Date: 02/19/2025

  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

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $40.51 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

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $40.51 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: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although it is unfortunate that a business resorts to this level of sneakiness and shady behavior, this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/18/2025

  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.

  Feb 13 My daughter and I were traveling through *******. The traffic was very heavy. I called ******* to ask for the exit #. **** answered and said he would make the reservation for that evening. He quoted me $75, I said the price on line was $44. He said those rooms were not available. He never identified that he was with another company. The receipt I received from the Motel total amount $36.24.

  

  Business Response

  Date: 02/18/2025

  Greetings,

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

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

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

  Customer Answer

  Date: 03/04/2025

  I am asking for a refund of $39.33. This was the overcharged amount from Hotel Planner based on the invoice I received from ******* for the night of Feb. 13.

  Person (****) that charged my card $75.57 never identified himself as to being outside the ******* business. I totally expected to meet **** when we arrived to check into the room.

  ******* Terminal ID: ***********

   

  **** *****

   

   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22958017
  
  

  
  

  I am asking for a refund of $39.33. This was the overcharged amount from Hotel Planner based on the invoice I received from ******* for the night of Feb. 13.

  Person (****) that charged my card $75.57 never identified himself as to being outside the ******* business. I totally expected to meet **** when we arrived to check into the room.

  ******* Terminal ID: ***********

   

  **** *****

  
  

  

  Business Response

  Date: 03/11/2025

  Greetings ****, 

  Thank you for your patience! I am pleased to inform you that as a courtesy a refund of $21.71 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:02/17/2025

  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.

  12/9/2024 Amount of $657.98 We were told we were talking with ****************** employee and they were not an employee.We made a hotel reservation and were told we had a 24 hour cancellation notice.When we received confirmation, we read it was nonrefundable and we were also charged $51.55 for cancellation policy which we were never told about in the conversation.We cancelled the reservation and were informed we would get a full refund.We had also disputed the charge on our credit card which led to a reversal of the ************** One cancelled the dispute and refunded the $657.98 to Hotel Planner at *************************** Fl ****************************We have had numerous conversations with this company and we never get an answer. They only say they are working on it. We even had the *********** representative on the phone with a representative of Hotel Planner informing them that the dispute was cancelled.If they had been honest with us in the beginning with their cancellation policy we would not have booked with them due to the weather changes in *********.

  

  Business Response

  Date: 02/18/2025

  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: 02/18/2025

   
  Complaint: 22954176
  
  I am rejecting this response because:

  I have sent numerous emails to these folks with the confirmation number of H9923943.

  We receive the same response every time, they are still reviewing the claim issue.

  I am asking for the my original charge to be refunded.

  I have complied with all of their requests.

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

  

  Business Response

  Date: 02/18/2025

  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: 02/18/2025

   
  Complaint: 22954176
  
  I am rejecting this response because: I have talked with *********** -this is the only letter they provide. You have already received your money in the form of a credit. The dispute is closed-we were on the phone last week with your representative and she agreed this letter would provide an acceptable means of showing the dispute is closed. Your company has misrepresented the facts regarding your cancellation policy and also the fact that your were not in fact direct representatives of ***********. I am only looking for the reimbursement of my original charge of $657.98.

  I do not want other funds at this time only my original charge.
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 02/18/2025

  This letter is the only letter *********** provides- the dispute has been closed and the funds have been sent back to the company 

  Customer Answer

  Date: 02/19/2025

  We have forwarded this letter from *********** several times to these people.

  It outlines that the claim has been dismissed.

  They have been reimbursed their funds.

  Capital one does not specifically write a letter for each charge that is disputed .

  Customer Answer

  Date: 02/19/2025

  We have forwarded this letter from *********** several times to these people.

  It outlines that the claim has been dismissed.

  They have been reimbursed their funds.

  Capital one does not specifically write a letter for each charge that is disputed .

  Customer Answer

  Date: 02/19/2025

  This is the only letter *********** will provide. *********** and I were on the phone with their representative and they said this letter would be satisfactory to resolve this issue- It shows the charge dispute has been closed

  

  Business Response

  Date: 02/19/2025

  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: 02/20/2025

  This is the only letter *********** will provide- the dispute has been closed the company has been refunded their money from ************

  i am still requesting I be refunded my total charge.

   

  thanks for help

  *****

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22954176
  
  

  
  

  This is the only letter *********** will provide- the dispute has been closed the company has been refunded their money from ************

  i am still requesting I be refunded my total charge.

   

  thanks for help

  *****

  
  

  

  Business Response

  Date: 02/20/2025

  Greetings,

  Please be advised that after taking a look at your reservation we see that it was disputed on 01/17/25, once we receive an image of the letter showing the dispute has been closed it will allow us to move forward! 

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

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
  2. MUST state cardholder dropped or withdrew the dispute
  3. MUST include the following info, which must match the charge info:
             Cardholder name
             Last four digits of the card
             Amount of dispute

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

  Thank you for your patience through this process
  

  Kindly,

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

• Initial Complaint

  Date:02/17/2025

  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 site makes itself look like the ******************** Site in *************** **. I found and booked a room that showed as ****** a night. it immediately booked me, without showing me ANY breakdown and also signed me up for their "refund protection" which is a refund of ***** if you need to cancel. I did not agree to this as the final amount turned out to be ****** on my ****** charge- and its saying ****** on the receipt. .Why would I agree to a ***** refund. Ive received several emails going back and forth about this being refunded, cancelled, etc. I did notice there is a class action lawsuit regarding this problem. I did not and would not agree to this small refund as the actual hotel itself allows cancellation within a reasonable amount of time at no charge, and also does not charge ****** for the same room. This is mostly a scam as it seems very foreign.

  

  Business Response

  Date: 02/17/2025

  Greetings *******, 

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

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 18, 2025 I initiated an internet reservation for the Holiday Inn Express in ********* , ** for 4 rooms. I promptly received an email confirmation for a reservation at *********. It appears the property recently rebranded and is not the hotel brand I elected. I followed up with a call to the telephone number on the confirmation email and was advised of their "no refund policy" which I accepted when I thought I was reserving rooms at Holiday Inn ********** the meantime and after numerous email exchanges with the ****************** requesting a refund, the reservation vendor (Hotel ***********) did indeed refund $83.69, the costs of their refund insurance policy for specific reason, ie illness, etc.I have reached out to AmericInn and spoke to a representative who advised they 1) have no record of the reservation, 2) have no record of the cancellation, and 3) do not have the funds withdrawn from my bank account. The ********* representative called me back to report that he had spoken to the reservation vendor (*****************) and was advised a refund was forthcoming. To date, no refund has been ********* addition, the total amount withdrawn from my bank account includes charges of $294.44 Tax and Recovery Fees I did not approve.I have received several emails from Lodging Support stating they are reviewing the "reservation request" simply to say they will "provide an update as soon as possible". That's where the exchange ends, I always have to follow up with a telephone call or return email.Attached is a picture from the internet site identifying the property as Holiday Inn Express.

  

  Business Response

  Date: 02/18/2025

  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: 02/25/2025

  I received an email from HotelPlanner indicating a full refund is being processed.  They say it could take 10 days before it is credited to my bank.  The 10 days ends March 1, 2025.  Ill update once the refund has been completed.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22952426
  
  I received an email from HotelPlanner indicating a full refund is being processed.  They say it could take 10 days before it is credited to my bank.  The 10 days ends March 1, 2025.  Ill update once the refund has been completed.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/28/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $942.09 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/17/2025

  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.

  Transaction occurred 2/6/25 $343.22 was paid 2 night stay at ********** in *********, ** There were major issues with the room and the hotel advised that a refund of $173 would be issued to my credit card ending in 6938. Avid advised the room was not booked directly so the third party, Hotelplanner must refund the charges. HotelPlanner seems to be conducting bait and switch practices with booking rooms. ** are scam artists and should be seriously investigated, as well as be reported to state attorneys' general offices. The hotel itself was surprised. I thought that I'd booked directly with Avid, but that was not the case. I received confirmation that the refund was provided and hotelplanner would process the refund. I have called six times and left messages. ************'s greeting always states there is a high call volume (no matter which option chose or what time you call) and a representative will call you back. I have not received a callback to date. I have called ********** and have been told the refund has been sent, but ************ has to issue. Please assist with resolution. The stay was to attend my nephew's funeral. He was active military. The hotel did the right thing, but Hotelplanner has turned the occasion into a scam-laden debacle. This is just a waiting game to Hp with the hope that I will tire and go away. The attached shows the refund amount issued to Hotelplanner. ****** at **** has made every attempt to help. Avid tel# is **************. (Conf# ******).

  

  Business Response

  Date: 02/18/2025

  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: 02/18/2025

  Hotel planner did not provide resolution. My expectation is Hp is preparing the refund. The respondent stated theyre working on my reservation which indicates my complaint was not read. See below. 
  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: 02/20/2025

   
  Complaint: 22952107
  
  Hotel planner did not provide resolution. My expectation is Hp is preparing the refund. The respondent stated theyre working on my reservation which indicates my complaint was not read. See below. 
  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
  ******************************************************************
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/27/2025

  Hotel planner has stated a refund will be provided. The $173 credit/refund has not posted to my credit card as of today. This is has been in process since 2/7/25. I would like resolution to be complete. Tomorrow will be three weeks. The hotel acted in good faith but the actual refund is being dragged out intentionally. Below is the 2/18 response from Hotelplanner.

  ********* ***** (BUWG) (Lodging Support) 
  Feb 18, 2025, 2:51?PM EST 
  Dear *****,
   
  This response is related to your reservation for Itinerary # ********* .
   
  Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
  Sincerely,
  ********* *****
  Hotel Reservations Support

  

  Business Response

  Date: 02/28/2025

  Good Afternoon *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $171.61 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22952107
  
  

  Hotel planner has stated a refund will be provided. The $173 credit/refund has not posted to my credit card as of today. This is has been in process since 2/7/25. I would like resolution to be complete. Tomorrow will be three weeks. The hotel acted in good faith but the actual refund is being dragged out intentionally. Below is the 2/18 response from Hotelplanner.

  ********* ***** (BUWG) (Lodging Support) 
  Feb 18, 2025, 2:51?PM EST 
  Dear *****,
   
  This response is related to your reservation for Itinerary # ********* .
   
  Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
  Sincerely,
  ********* *****
  Hotel Reservations Support

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

  

  Business Response

  Date: 03/03/2025

  Good Afternoon *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $171.61 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, 
  ******* *********