Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 652 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 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advised they 1) have no record of the reservation, 2) have no record of the cancellation, and 3) do not have the funds withdrawn from my bank account.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 To date, no refund has been ********* addition, the total amount withdrawn from my bank account includes charges of $294.44 Tax and Recovery Fees I did not approve.I have received several emails from Lodging Support stating they are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: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 SupportBusiness 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: 22952107Hotel 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,
******* *********Initial Complaint
Date:02/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/18/2024 I went to book a stay at the Extended stay ************* in ***************** ********** for one night for December 6 through the 7th. When I was purchasing the reservation, I was quoted $151.99 for the night. I paid the reservation then shortly after received a text confirmation. I found it very odd that the cost for one night, one room went from $151.99 to $246.99 this then included a with a recovery fee of $75.65 plus a $19.35 for a refund protection fee. RED FLAGS!! I immediately called the hotel directly to cancel the reservations and question all these fees I was not aware of when booking & the hotel could not find my reservations and told me I had booked through a third party, they explained it could have been a website that was made to look like their site. I then called the number I found on the text confirmation and cancelled right away. I spoke to an agent and was told I booked through Lexyl travel technologies and that they would cancel my reservations BUT there was a non-refund policy (I was unaware of all this upon booking) All these fees and extra charges where then added after booking. I was still told I was going to be refunded that there was a refund protection (I attached the email they sent of refund protection proof) a week went by and nothing I called numerous times and just got the run around. I googled the phone number for Lexyl travel and it appears they are Hotelplanner.com I contacted their number and submitted a ticket through their support and was told I would receive a voucher to use at any hotel. I asked them for my refund I did not want to deal with this company and wanted no voucher, they agreed and was told i would receive a refund in 5-10 business days THAT DID NOT HAPPEN. I then contacted ****** and opened a claim they could not help me, and this is why I am here. This company is dishonest, in my opinion and it is unacceptable how they deceitfully charge hidden fees and do not disclose this at time of booking.Business Response
Date: 02/17/2025
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
Complaint: 22951916
I am rejecting this response because: It has now been three months since this has been on going back and forth with no resolution or refund. I want my refund.
Sincerely,
***** ******Customer Answer
Date: 02/18/2025
I have been trying to deal with this company now for three months and have gotten nowhere. Please help. All I get is the run around stating they will work on my refund and work on my reservation It's been three months and here I am still with no resolution please see the attached documents I was overcharged and they also charged me for a cancelation protection
I have gotten nowhere with them
Business Response
Date: 02/20/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 02/21/2025
Complaint: 22951916
I am rejecting this response because: It has been 90 days since I have been trying to deal with hotelplanner.com. It has been nothing but the runaround and promises of a refund that has not happened. I had to open a dispute for the charges with ******, the credit card company I used to make this purchase. ****** could not help me with the refund because hotelplanner.com said it was a nonrefundable charge which again was never disclosed at time of purchase BUT THEN AGAIN charges me $19.35 for a refund protection which they did not honor. ****** advised me to come here to BBB. and try to get this resolved, since I couldn't get anywhere directly with the company (Hotelplanner.com) this is why I am here to try to get this resolvedI attached proof of the letter from ****** my credit card holder used to make the purchased and clearly states they have closed the dispute.
I was deceived #1 thinking I was booking directly through the hotel (Extended stay America)
#2 was quoted at time of booking $151.99 for one room one night, after agreeing to that (hotelplanner.com) sends confirmation of booking with OTHER attached crazy charges of $75.65 in recovery taxes and fees, $19.35 for refund protection all totaling to $246.99!!! without my knowledge or consent NON of these charges were disclosed at time of booking!! I would have NEVER agreed especially if NON-REFUNDABLE.
I now see that I am not the only one you have put through this after seeing numerous bad reviews. I ask that you do the right thing. Please refund the charges I never agreed to at time of booking. I canceled with in the time period! I was told I would get a refund numerous times IT'S BEEN 3 MONTHS.
Please do the right thing.
Sincerely,
***** ******Business Response
Date: 03/03/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 03/04/2025
Complaint: 22951916
I am rejecting this response because: It has been the same response on your part for the last three and a half months I have submitted all my evidence and everything you have asked for please provide my refund it's been enough time It is not fair that you have taken this long and still not provided a solution. You have been working on my reservation and refund since November of last year when I originally reached out to you directly.Please do the right thing
I want my refund.
Sincerely,
***** ******Business Response
Date: 03/10/2025
Greetings,
I escalated this to my supervisor and we still show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Customer Answer
Date: 03/11/2025
Complaint: 22951916
I am rejecting this response because: I attached that letter requested in the last email. This has just been the same run around every time it's been way too long.I've attached it again it's been 4 months; the case was closed in Feb. they couldn't help me and suggested i open a case here since you deceived in saying the cancelation was nonrefundable only after you took out money and added extra charges. You have had plenty of time to do what's right i get the same response from your company every email. please refund me and do the right thing.
Sincerely,
***** ******Initial Complaint
Date:02/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I thought I was booking a reservation with the **************** directly on January 10, 2025, but learned when I tried to cancel the reservation an hour after placing it that I was actually booking through Hotel Planner. I was cancelling the reservation, because it ended being the wrong hotel. When I requested a refund from Hotel Planner for my $467.82 charge, I was told that I would receive a refund to my credit card in approximately 10 days. On January 13th I received a text message stating that Hotel Planner was providing me with a voucher via email to be used for another hotel booking. I called the number they provided in the text and requested a refund to my credit card rather than the voucher, which by the way I never received in my email. I was told my request would have to be escalated to provide the refund and it would take approximately 10 days. After several additional phone calls after each 10 day waiting period I was told each time the same story that the refund was being escalated for review and should be issued in 10 days. I was told this story again on February 15th, 35 days since my initial request that it's in the review process. At this point I believe that Hotel Planner has no intention of refunding my money, based on their continued lack of truthful responses that they are reviewing and working on providing it. This is a company that I will never do business with in the future and will suggest my friends and family never work with them as well. I don't believe it is an ethical and legitimate business based on how poorly they treat and communicate with their customers, who unknowingly dealt with them to begin with. If they are legitimate business they should do the right thing and refund me the $467.82 charge they pulled from my account even though I cancelled the reservation within one hour of placing it.Business Response
Date: 02/17/2025
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: 02/19/2025
Hello ****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $467.82 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 ****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $467.82 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: 02/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and I have received the refund to my account. This resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:02/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called a hotel to get a room for a funeral. A gentleman came on the phone and answered questions as if he was with the hotel. I was told I could get a refund within in a certain timeframe. I called within this time and was told there was a penalty of 50%. This person stated it was told to us in the itinerary emailed to me. I received no email and was not told about the penalty from the person making the reservation. Now Im told he will put a request in for a full refund. The people above may or may not give us a full refund and it will take up to 90 days for a decision.Business Response
Date: 02/14/2025
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: 02/17/2025
Hello ****,
I come bearing happy news! I am pleased to inform you that a full refund of $805.33 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: 02/18/2025
Date Sent: 2/17/2025 5:26:24 PMHello ****,
I come bearing happy news! I am pleased to inform you that a full refund of $805.33 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:02/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/10/25, I called ********************* using the phone number on website to add a second room to existing reservation. I was told I needed to make a second reservation which I did. When I called the hotel again on Feb 13 to cancel that second room, I learned that without my knowledge the Feb 10th call was redirected to a third party booking agency. That reservation cost $525.04 with a 1-night penalty cancellation charge, a policy that was not included in the initial reservation. The hotel said they couldn't give me a full refund. I called the redirected number found on my cell phone log ************ to cancel and demand a full refund. They refused to identify the company they worked for. I was told to call customer services: ************** which showed up on my cell as "group hotel rates by ezbook." They cancelled the reservation with the 1-night penalty and submitted a claim on my behalf to drop the penalty charge.Business Response
Date: 02/14/2025
Good Morning ******,
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: 02/17/2025
Good Afternoon ******,
Thank you for your patience! I am pleased to inform you that a full refund of $525.04 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: 02/18/2025
Good Afternoon ******,
Thank you for your patience! I am pleased to inform you that a full refund of $525.04 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:02/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was deceived into thinking several things: 1) I called ************** for a reservation and was actually dealing with ****************. At no point was this mentioned or noted on my receipt. I had to make several phone calls to attempt to dispute my desired cancelation. Attempt as in, not possible. 2) I paid an additional $27,67 for so-called cancelation insurance. This was misrepresented to me when I purchased the "cancelation" insurance. When I received my receipt I saw the terms of the "cancelation" were one night's stay would be forfeit. When I attempted to disput this I could never reach a human being. This is after chasing multiple phone numbers before I found out that that this is actually ***************. **************** claims this is actually HotelPlanner I was never able to speak to anyone concerning this dispute. I never received a full refund. I received a refund for one of two nights stay.Business Response
Date: 02/13/2025
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,
******* *********
******************************************************************Business Response
Date: 02/14/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $311.44 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: 02/18/2025
Date Sent: 2/14/2025 11:24:20 AMGreetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $311.44 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: 02/18/2025
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:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This business is defrauding people out of their money. I contacted what I believed was ***************** and tried to book a room with my group. I was told my group didn't have any more rooms and that's I needed to pay for a room at a higher rate. I asked if it was still free to cancel they told me yes as long as I cancelled 72 hrs before arrival. The reservation agent told me that they would need to charge my card for the total room amount but no worry it was refundable. When he read back the dates that he booked they were wrong so he cancelled and rebooked for the correct dates. So when I spoke with my group and told them I was told there were no more rooms for the group they told me that wasn't true. When I told them how much they charged me at the new rate she told me to cancel my rooms and have them put me in the correct room which was $300 cheaper. So when I called ********** to change room they couldn't find my room. I told them I called their reservation line. They said they didn't have one. I called the number online that stated they were Sandcastles reservation line and had them cancel my room. When I checked my card I noticed that I had been charged $580 for the reservation they had messed up and that they didn't refund me all of my money for the $634 room I cxld. So I called back because my event isn't until the end of March and I should get all my money. They told me it's a 25% cancellation fee. That wasn't what was told to me when I booked and they made it seem like they were the hotel not a 3rd party. I want every last cent of my money back. And I am not waiting 2-10 days. They didn't wait 2-10 days to take my money. Then I called to speak to a supervisor and I was told one would call me back. That was 6 hours ago. They need to refund me all of my money the $580 and the rest of my $634. They need to make it known that they are a 3rd party as well.Business Response
Date: 02/12/2025
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,
******* *********
******************************************************************Customer Answer
Date: 02/13/2025
Please see the attached confirmation receipts of funding that was not deducted from *****************. I am out of $1,215.05. It also appears that this has happened to many other consumers reading other similar complaints.Customer Answer
Date: 02/13/2025
Complaint: 22929829
I am rejecting this response because: I have already made another reservation, With the actual hotel which is now correct. The business response was they are in the process of working on my reservation. I don't need my reservation wot be worked on. My concern is being refunded for the money I am out of in the amount of $1,215.05.
Sincerely,
******** ********Business Response
Date: 02/13/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $634.60 has been issued for reservation #H10396092 along with a refund of $435.33 for reservation #H10396012, please allow 2-10 business days for the refunds 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: 02/13/2025
Complaint: 22929829
I am rejecting this response because: I am entitled to receive every last ***** I paid ($1,215.05) I was scammed into thinking I was making reservations with someone from the hotel and I was not. Therefore, as recently stated, I am requesting my full refund of $580.45, not $435.33, in addition to the full refund of $634.60 offered.
Sincerely,
******** ********Business Response
Date: 02/18/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $634.60 has been issued for reservation #H10396092 along with a refund of $435.33 for reservation #H10396012, please allow 2-10 business days for the refunds to be visible to you. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesInitial Complaint
Date:02/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife Googled and hit the link for CourtYardByMarriott thinking she was dealing directly with the hotel. Hotelplanner.com was the actual link. She booked 2 rooms for 2 nights at the displayed price of $236 per night. Reviewed the email confirmation the next morning and found we were charged an additional $182.03 per room plus $163.23 for another undisclosed Refund Protection Plan. Total billed to our card $1,837.35. I immediately called and was told we were cancelled with applicable refund. We received an an email shortly thereafter advising we would only receive a voucher of $1,674.12 (excluding the so-called Refund Protection charge) to be used for a one-time booking through them within 120 days. I could only see them scam continuing. Full details of our dealings with them are in the attached letter to our credit card bank. Also, see the attached pictures of the last email from the company agreeing to full refund. Nothing received. Note too that after the original booking they stopped identifying as TravelPlanner, instead showing either Hotel Lodging or Hotel Support. I did confirm with the hotel that the booking was cancelled, though they insisted that the booking had come through *******. Even the hotel was duped.I am still trying to get the refund and have disputed the charge with *********************** should be blocked from doing business online or anywhere else.Business Response
Date: 02/10/2025
Greetings *******,
I come bearing happy news! I am pleased to inform you that a the voucher has been removed/deleted and a full refund of $1,837.35 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: 02/25/2025
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:02/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/3/2025, I dialed the local phone number for the Extended Stay America on ************************** in ************, **. The representative I spoke to was ******. I wanted to book a reservation for a check-in of 2/6/2025 and a check-out of 2/7/2025. ****** told me that my card would be charged the nightly rate and that the charge would be nonrefundable. I did agree to that condition. However, I thought it strange for ****** to tell me to key in my credit card number instead of telling me to read the card number. I told him that I did not feel comfortable with that. Instead, ****** texted a link to enter my card number which I did--while ****** was on the phone with me. Minutes later, I received a text message confirming my reservation. On 2/5/2025, I went to said hotel to cancel my reservation. The front desk woman told me that my confirmation number was not their number. She told me that the confirmation number belonged to ***********. After further research, I discovered that the company responsible for my reservation was HotelPlanner.com. I told a representative from HotelPlanner.com via phone that I wanted a refund because ****** did not inform me that he was working for a 3rd party company. Therefore, I felt there was deception on ******** part--especially since he was so quick to charge my card instead of simply putting a hold on it. As previously indicated, I dialed a local number to contact the hotel. I had no idea that I was speaking to a 3rd party company. The cancellation email stated that a voucher has been issued for a refund. I don't want a voucher. I want the $116.97 charged back to my card. I will email supporting documents for you to add to this complaint. Thank you.Business Response
Date: 02/10/2025
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,
******* *********
******************************************************************Customer Answer
Date: 02/11/2025
Complaint: 22919149
I am rejecting this response because the business representative did not say that I would receive a refund. As previously stated, I want a refund!
Sincerely,
***** ******Customer Answer
Date: 02/13/2025
Hello. I received the following text message from HotelPlanner.com on 2/13/2025:
Your hotel reservation (H10351901) refund in the amount of $116.97 has been processed today. Please allow 2-10 business days for this to be visible to you.
Said message from the company is satisfactory to me, and I will consider this complaint closed after I receive my refund. Thank you.
Business Response
Date: 02/14/2025
Good Morning *****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a the voucher has been removed/deleted and a full refund of $116.97 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 02/14/2025
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,
***** ******
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