Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

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

Customer Complaints Summary

1,164 total complaints in the last 3 years.
654 complaints closed in the last 12 months.

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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:02/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel room on December 3, 2024. I thought I was calling the actual hotel (***************** in *********, **) I was told I could cancel this reservation by the afternoon that day. I okay'd this because I was unsure if I would need the room. We had some travel snarls and might've needed to cancel. I knew the price was high but since it was a last minute reservation I figured that was why. Even with my uneasiness I knew I could cancel. Well I went to the hotel and they said they didn't book it and it was through a third party. This was not disclosed and the phone number was very similar to the actual hotel number which was why I thought I was calling the hotel. I was also charged for a 'free' protection program. I never was told this. The charges were not clear on the reservation and the hotel said the charge was to only be around $500 for the stay. I was charged $1137.22! This was very deceptive as I cannot see the breakdown on the bill. Here is the main problem. When I called the number back to cancel about an hour later which was within the time they said I could cancel the automated system glitched. It had me say or enter the last four of the credit card and kept repeating that over and over. I hung up and tried again with the same result. I then proceeded to cancel my credit card. I was originally refunded this and then I was informed that the merchant said I should be charged and it went back on my card. I tried everything to cancel this reservation within the timeframe stated. Even the front desk at the hotel thought it was not right and they tried to cancel it also but because it was third party they weren't sure if it would go through. I have tried for the past week to call and email this company and I've been on hold for hours at a time. The last time I called I stayed on the line for just over 3 hours. I have tried calling all of the numbers for this company to no avail.
Business Response
Date: 02/10/2025
Good Afternoon ***,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $1,048.13 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 tor each out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 02/17/2025

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. The message was very timely and I appreciate that. The money is back to my account in the timeframe the business told me.

Sincerely,

*** ******
Initial Complaint
Date:02/06/2025
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.
Reserved a room for ************************************************************************************ ****** WA. After 5 days the job did not continue and check out was on the morning of the 6th day. Hotel planner is refusing to refund the unused days but instead wants me to accept a voucher to use within the next 120 days. I am a 100 percent disabled veteran who will never use a voucher. I am due $1,130.00 and want the refund to my credit card and no voucher. The hotel is ready to issue the refund it is this third party who is refusing to refund the unused portion. This refund is based on the total charged and 10 days unused. They also use deceptive practices as to their booking employees responses to questions like getting a refund. I have sent multiple messages stating no voucher I want a refund for unused days to my credit card
Business Response
Date: 02/06/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************
************************************

Customer Answer
Date: 02/07/2025

Complaint: 22908387

I am rejecting this response because: I do not need a reservation I want to be refunded for the nights not used. ***************** has been in contact with me and they are waiting for hotel planner to accept the refund to process.

Sincerely,

***** *****
Business Response
Date: 02/07/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $1,004.95 has been issued back onto the card used to book 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: 02/08/2025

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:02/05/2025
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.
This fraudulent business disguised themselves as being the hotel I was searching for when I mistakenly called their phone number after being tricked by a cleverly placed online ad. They answered the phone as Holiday Inn Express. Offered me a $500 room with a jacuzzi and bar. I declined and they said their only other option was a $292 standard room. After providing payment information, and feeling a little skeptical, I found a direct phone number to the actual hotel and found out from the front desk that this company used *********** to book me a room for $134, and pocketed the remaining $158. When I called them back to ask for a refund, they lied and tried to tell me the hotel cost was over $206 for the night, and included a ridiculous $86 in additional fees, even though I already told them I spoke to the hotel directly, and found that my reservation had been made through Expedia.
Business Response
Date: 02/06/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a refund of $58.40 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: 02/24/2025

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:02/05/2025
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.
Hi,I booked 2 rooms for my sons graduation on 2/5/25 which were $800.50. When I called I specifically asked if I was speaking with the hotel in which she told me I was. I then proceeded with the booking. Once I got to the booking I asked several times if these rooms were refundable in which she told me yes up to 24 hours before the reservation (5/9/25). After hanging up I then received my confirmation via email where I noticed it said both of my rooms were non refundable. I proceeded to call the hotel to inquire about why my email confirmation said non refundable and they told me I had booked through a third party. I called the customer service number and they opened a claim to cancel my reservation. I ended up getting a cancellation email that stated I would only be applicable for a refund based on the cancellation policy selected, which was non refundable even though I was told I could cancel up to 24 hours prior. This is extremely upsetting and unacceptable to not give a full refund for $800.50 when I was lied to and mislead several times over the course of this phone call and booking. These phone calls are recorded and you will hear me repeatedly being lied to and mislead over the course of my phone call.
Business Response
Date: 02/07/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 02/14/2025
Good Morning *******,
Thank you for taking the time to reach out regarding reservations #H10370438 & #H10370435 . I am pleased to inform you that a full refund of $400.25 has been issued for reservation #H10370438 , please allow 2-10 business days for the refund to be visible to you. Reservation #H10370435 shows 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 **** 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,
******* Planelles
Business Response
Date: 02/18/2025
Good Morning *******,
Thank you for taking the time to reach out regarding reservations #H10370438 & #H10370435 . I am pleased to inform you that a full refund of $400.25 has been issued for reservation #H10370438 , please allow 2-10 business days for the refund to be visible to you. Reservation #H10370435 shows 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 **** 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: 03/04/2025

Complaint: 22905096

While we were reimbursed, it was only for 1 room
We are awaiting reimbursement for the 2nd room

Thank CBenedetto

Business Response
Date: 03/04/2025
Good Morning *******,
Thank you for taking the time to reach out regarding reservations #H10370438 & #H10370435 . I am pleased to inform you that a full refund of $400.25 has been issued for reservation #H10370438 , please allow 2-10 business days for the refund to be visible to you. Reservation #H10370435 shows 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 [email protected] // CC: [email protected]. 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 **** 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: 03/05/2025

Complaint: 22905096

I am rejecting this response because:
There were 2 rooms booked at the same time on 2/5/25
1. reservation # H10370438
2. Reservation # H10370435
under the same untruth/misinformation provided by the merchant. The disputes were made together, yet they responded on 2/8 that they reimbursed #1 within 10 days it will show up on my account. Yet they have not responded regarding #2.
Today I spoke with **** at BBB who informed me that the merchant was sending me confirmation regarding the reimbursement for the #2 room. I have checked my email and that confirmation has not been received by me, at this time.
Sincerely,

******* *********
Business Response
Date: 03/07/2025
Good Morning *******,
I am pleased to inform you that a full refund of $400.25 has been issued for reservation #H10370438. Reservation #H10370435 shows that you have disputed the charge for your reservation on 02/08/25 {please see image attached}, 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:02/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/4/25 I called the reservation line thinking I was calling Ramada by Wyndham directly. I stated that I wanted to book a room under our teams room block for a discounted rate. At no time during the call was I informed that this is a separate company and not the hotel directly. The booking agent quoted the per night rate and said plus fees and taxes. When I received my confirmation email I realized that there were additional charges of $105 per night for a $174 per night room. Thats a 60% increase due to undisclosed charges. I immediately, within 10 minutes, called back to cancel my reservation and was told that there would be a one night cancellation fee, approximately $279 for a reservation that was made and canceled within 15 minutes. When I called to cancel I was told by the representative that they could not refund the full amount and had to submit a ticket to request the additional cancellation fee. They said they would have to review the call and it could take over a week to resolve. When I realized the issue I found the direct line to the hotel and booked the proper reservation under the team block. The hotel charged a total of $369 for my stay which was room plus tax. No hidden recovery fees as this company charged. This company charged me $841.40 for a room and did not disclose they were not associated with the hotel nor did they disclose their additional charges. I feel that this is a dishonest and predatory sales tactic and is unacceptable. Im hopeful Ill receive a full refund but thought it prudent to let others know of these deceptive sales practices.
Business Response
Date: 02/04/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $841.40 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: 02/05/2025

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:02/04/2025
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.
This dispute is for a hotel reservation - Jan 9, 2025, date of reservation and planned stay - H10145640, reservation number - Reservation was cancelled shortly after it was made once we discovered it was made thru Hotelplanner. We did not check into hotel with that reservation. - $50.51 amount of fees charged by ************ is the amount I would like refunded. Reason for the dispute; Hotelplanner.com fraudulently presented themselves as the Holiday Inn Express Columbia, **. - We looked up the direct line to Holiday Inn Express Columbia, ** and called that number (turned out it was a number for Hotelplanner.com) - We asked the person on line if this was Holiday Inn Express Columbia, **, they answered yes - We asked for a breakdown of the extra Tax Recovery and Fees. The person on line had broken English and was not able to explain. We figured we would straighten it out with receptionist at checkin. - When we arrived at hotel, we found out that Hotelplanner.com had made the reservation, it was not made directly to Holiday Inn Express. - We contacted Hotelplanner.com and cancelled the reservation, we did not check in with that reservation. - We made a separate reservation at the front desk and stayed that night. In summary Hotelplanner.com fraudulently presented themselves as Holiday Inn Express. Once we discovered the fraud, we cancelled the reservation without using any of the services. We believe we should be refunded the Hotelplanner.com fees in the amount of $51.50.
Business Response
Date: 02/04/2025
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: 02/09/2025

Complaint: 22896213

I am working with credit card company to remove dispute, however, more time is required to complete the requested requirements. Once submitted, please work to resolve this BBB complaint
Sincerely,

****** ********
Business Response
Date: 02/10/2025
Greetings,
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 and 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
Kindly,
******* *********

Customer Answer
Date: 02/20/2025

Complaint: 22896213

I am rejecting this response because:
Attached is documentation that meets requirements from Hotelplanner.com.
Hotelplanner.com should now proceed with refunding $50.51 based on original complaint details.

Sincerely,

****** ********
Business Response
Date: 03/03/2025
Greetings,
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 and emailed to [email protected]// CC: [email protected].
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
Kindly,
******* *********
Initial Complaint
Date:02/03/2025
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 January 28, I attempted to book a hotel room at the **************** in ***************, ******** for two nights. When I went to make the booking, I was unaware that the ***** was no longer in operation but was unknowingly redirected to a booking website, Hotelplanner.com. This deceptive tactic is intended to prevent guests from knowing that they are booking at a different hotel, Hotel ***** -- not the *****. The reservation was for one room for two nights at a rate of $166 per night. When I received the confirmation email, I realized that Hotelplanner.com had booked me at an entirely different hotel and that the total cost was $621.25. Hotelplanner.com charged me $232.63 in tax and "recovery fees" plus $55.23 in a "Refund Protection Plan" that I have no knowledge of selecting.The redirection from the ******* website constitutes fraud, but the outrageous upcharging from the original hotel fees, and the $310 cancellation fee ("one night's stay) are all excessive given the total lack of transparency on the website. I am requesting a full refund of $621.25 or I will continue to pursue this out of principle and to raise consumer awareness of this company.
Business Response
Date: 02/04/2025
Good Afternoon *******
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact me at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 02/04/2025

Complaint: 22891809

I am rejecting this response because I have requested a refund due to fraudulent and misleading business practices. There is nothing to work on regarding my reservation; I am requesting a full refund.

Sincerely,

****** De Beer
Business Response
Date: 02/06/2025
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,
******* *********
Initial Complaint
Date:02/01/2025
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.
I booked a hotel room with the above referenced company, ***************** at Holiday inn express in ************ with a check in on Sunday 2/2/25 and check out on 2/3/25. The total cost was $213.00 which was charged to my bank account. I also purchased the protection plan in case of a cancelation. Unfortunately I had to cancel due to a death in the family. I was provided with an email showing the cancelation however when I requested a refund I was told to call the protection plan directly. I called a number given to me but was told they are closed on the weekends and someone would get back to me. I completed a refund request as instructed and was asked to provide proof of the death. I don't think this is something they need to ask for as it is a personal issue. I want my full refund issued back to my bank account as soon as possible. I was told by **** this request has been sent to their higher department to examine and that I would be contacted soon. Booking this hotel room was very easy however getting my full refund back is turning out to be very difficult. I should get my refund as soon as possible without any other problems. It just seems this company ***************** is not legit. I want my refund ASAP. I don't ever want to deal with this company . Your assistance is appreciated. P.S. I have attached copy of my cancelation email.
Business Response
Date: 02/04/2025
Hello *****,
We appreciate you giving the opportunity to review this for you! I am pleased to inform you that a full refund of $ 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: 02/04/2025

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:01/31/2025
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 room with hotel planner on 1/12/25. I asked multiple times if I called the hotel directly which I was told yes. I gave my information to book a hotel room for dates 2/21/25-2/23/25. Before the room went through I asked not to book the room however, she did and ended the call. I immediately contacted them to cancel the room which they agreed too and stated my refund would take up to 10 days. I have called and emailed multiple times and I still do not have a refund. We are at day 15. I have requested for a supervisor to call me or at least respond via email which no one has reached out to me. I am being told that their lodging support will contact me but they haven't. My itinerary number is H1016616
Business Response
Date: 02/04/2025
Good Afternoon *******,
I come bearing happy news! I am pleased to inform you that a full refund of $419.47 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:01/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a room with price tag of 120$ a night for two nights. Got charged $426.15 120.50$ a room a night 73.65$ tax and fees (about 60% of the price!)The total for two nights 241$ + 147.29$tax = 388.29$And on top of that they charged me for Refund Protection plan for $37.86 USD The type that doesnt protect from fraud. And can not refund money unless you was ill at dates of the trip and have all papers supporting it from your doctor. They didnt ask me for anything except to choose the room type with a price tag of 120$.
Business Response
Date: 01/31/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 01/31/2025
Greetings ****,
Thank you for bringing this to our attention! I am pleased to inform you that this was escalated and a refund of $130.00 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: 02/04/2025
Greetings ****,
Thank you for bringing this to our attention! I am pleased to inform you that this was escalated and a refund of $130.00 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: 02/19/2025

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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