Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,164 total complaints in the last 3 years.
- 654 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:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a hotel reservation at ******** ************** for January 17 and 18. Because they had a no refund policy I purchased $22.75 protection so I could cancel for various reasons. One of those reasons was weather. Due to extreme cold in ** I had to cancel hotel reservations which I did 2 days before arrival. I have called a representative 3 times and each time am told I would receive an email and this will be resolved in 7-10 days. My reservation was for $253 and I dont understand why I have not been refunded. I feel like this is possibly a scam? Please help.
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: 02/07/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that this was escalated and a refund of $116.69 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: 02/07/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that this was escalated and a refund of $116.69 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:01/30/2025
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 Jan 2 I booked a reservation H10076959 for one nite for Sleep Inn in ******** Ga, thinking when I pulled up the hotel I was directly talking to hotel not a hotel planner. I pulled up the hotel and it had a number to call so thats why I thought I was talking to them. On the morning of Jan ****** on our way from ******* my husband had a ht attack in ************** and he was admitted to hospital. I called and canceled my booking. I have called the hotel directly and they refunded the money same day full amount $157.80 to hotel planner, but I cant get My refund of $****** back from them. I have gotten emails saying 10 business days and its been much longer. I want my money back from them into my account. Its always putting urgent message but nothing ever happens!! We are on a fixed income and I cant afford to loose ****** from these crooks. Be careful when booking hotels and be sure its the hotel and not a hotel planner business. These people are crooks!Business Response
Date: 01/30/2025
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 your patience! I am pleased to inform you that a full refund of $157.80 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,
******* *********
Business Response
Date: 01/31/2025
Greetings ***,
Thank you for your patience! I am pleased to inform you that a full refund of $157.80 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:01/30/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We booked a room for one night for January 1, 2025 at the ************************************ in **********, ** using a phone number online that we believed was a direct line to the local hotel. The company did not present themselves as a 3rd party but rather as *** Hotels, themselves. After booking, we learned of the misunderstanding and tried to cancel in order to book directly with ***. They refused to refund so we agreed to use their (overpriced) reservation. However, upon attempting to check-in, the front desk informed us that the reservation had indeed been canceled. So we booked with the hotel directly. The next day we saw the full charge of $184.28 from the bank account and called the 3rd party requesting a full refund. After MANY, MANY phone calls and emails, our request was approved and the refund was issued, per this company in writing, on January 9th. They said it could take up to 10 business days, which expired on Jan. 24th. Upon calling them on Jan. 28th asking where the refund was, they verbally stated it was now processed on Jan. 18th. Then later that evening we received a text message that it was processed on Jan. 28th and again, could take up to 10 business days. This company misrepresented themselves over the phone during reservation, added optional add-ons without our permission, and never read any rules or disclosures/cancellation policies, etc. After more than a DOZEN phone calls and another DOZEN emails, I was finally escalated to a supervisor who JUST now as I type this, supposedly submitted a refund which we do see as pending. We shall see if it every truly posts to our account - I do NOT trust this company AT ALL. I would recommend never conducting any business with them whatsoever, they are a scam just barely operating above the letter of the law, I'm sure.Business Response
Date: 01/31/2025
Greetings ******,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $202.25 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 02/09/2025
I did FINALLY receive a refund but satisfied is not the right explanation. This was the worst experience I have ever had from a company. I went back-and-forth for almost an entire month through dozens of emails and phone calls continually promised a refund, and even showed one pending when I typed the original complaint, but it didnt actually go through or process to my account. It disappeared. It wasnt until after the BBB complaint that I finally got an ACTUAL refund posted to my bank account.
In the midst of all this, I looked up their headquarters name and address to find out what kind of company this really was that I was accidentally dealing with (as they misrepresented themselves over the phone) Well, the address they provide does belong to a building at that address, but their address states they are on the 10th floor and according to ************ street maps, that building is only about four floors tall. I find that incredibly suspicious and wish someone would look into the validity and legitimacy of this company and determine if it is even operating legally. According to BBB complaints and other sites online, they have scammed many consumers.
Customer Answer
Date: 02/10/2025
Better Business Bureau:I did FINALLY receive a refund but satisfied is not the right explanation. This was the worst experience I have ever had from a company. I went back-and-forth for almost an entire month through dozens of emails and phone calls continually promised a refund, and even showed one pending when I typed the original complaint, but it didnt actually go through or process to my account. It disappeared. It wasnt until after the BBB complaint that I finally got an ACTUAL refund posted to my bank account.
In the midst of all this, I looked up their headquarters name and address to find out what kind of company this really was that I was accidentally dealing with (as they misrepresented themselves over the phone) Well, the address they provide does belong to a building at that address, but their address states they are on the 10th floor and according to ************ street maps, that building is only about four floors tall. I find that incredibly suspicious and wish someone would look into the validity and legitimacy of this company and determine if it is even operating legally. According to BBB complaints and other sites online, they have scammed many consumers.
Sincerely,
****** ********Initial Complaint
Date:01/29/2025
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 requested a refund from this business for a hotel cancellation on January 14, 2025. Despite receiving a cancellation notice, I still have not received any refund. I have called twice to inquire about this refund and the business provides no answers except that it can take "10 business days". well, we are past the 10 business day timeframe and I still have not received my refund. Unacceptable.Business Response
Date: 01/29/2025
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 your patience! I am pleased to inform you that a full refund of $163.26 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: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $163.26 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,
******* *********
Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $163.26 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: 02/03/2025
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. This whole thing could have been avoided if they just refunded the money on time. Instead, they withheld it.
Sincerely,
***** *****Initial Complaint
Date:01/28/2025
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.
We stayed at ********** in ************** on PM of 1/14 booked through *************. We filed complaint w them and have not heard back. The room was filthy, no towels, did not use shower it had clumps of hair in it.. staff was rude and very disrespectful. Worse hotel we have ever seen. It has since been closed and condemned by the state due rodents and numerous other issues.Business Response
Date: 01/29/2025
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 your patience! I am pleased to inform you that as a courtesy we have issued a voucher of $75 to the email used to book your reservation, if you don't see the email please check your spam folder. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* *********
Business Response
Date: 01/31/2025
Greetings,
Thank you for your patience! I am pleased to inform you that as a courtesy we have issued a voucher of $75 to the email used to book your reservation, if you don't see the email please check your spam folder. 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,
******* *********
Initial Complaint
Date:01/27/2025
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 reserved rooms at the ******************************* for visits in April and May. I googled the hotel and called the number that I thought was the front desk. The person who answered portrayed themselves as being at the front desk of the actual hotel. I reserved 2 rooms for April ***** and 1 room for 2 nights May *****. My understanding was the rooms would be reserved and not that my credit card would be charged. I also was not told that the charges would not be refundable. I called the hotel today to ask why they already charged the full amount to my credit card and they said that they did not make the reservation and it was a 3rd party, they thought expedia but after searching email discovered it was hotelplanner.com which I had no idea I was booking through. After speaking to the actual hotel I found out I paid $100 more per room than what the hotel charges. I was never told that the bookings would be nonrefundable.The contractor for hotelplanner.com represented themselves as the front desk of the hotel itself, charged me $100 more per room and after talking to *************** today will only give me vouchers to use on hotelplanner.com for less than the price of the hotel rooms that I booked because the booking is nonrefundable which I was never told about.This practice is fraudulent and misleading...I am requesting a full refund for all of my bookings: H10241177 for $305.01, H10241171 for $300.08 and H10241198 for $616.42Business Response
Date: 01/29/2025
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: 01/29/2025
Complaint: 22865798
I am rejecting this response because:I have not heard back from hotelplanner.com in regards to how they portrayed themselves as the front desk of the hotel and did not let me know that they were actually a third party. My credit card was immediately charged, I thought it was a reservation for the hotel room and my card would be charged when check out. Their representative also did not mention that it was non-refundable which I would not have agreed to given that our plans may change in terms of number of rooms reserved. This is all misrepresentation as well as borderline fraudulent. At this point, they are still only offering me vouchers for less than the total of the amount that I have to use with hotelplanner.com. I want a full refund for all 3 bookings.
Sincerely,
****** ****Business Response
Date: 01/29/2025
Hello.
Thank you for your patience I am pleased to inform you that a full refund of $277.91 was issued for reservation #********, along with a full refund of $273.42 for reservation #********, and a refund of $616.42 for 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:01/27/2025
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 booked a room through these people and when I arrived at the hotel I had no room or reservation. My card had been charged twice since I was told the first time it didn't go through. I called to get things straightened out and was told a bizarre reason and that my card was just in pending charges status and that I was not actually charged yet. I explained to the representative that having the charges in pending status prevents me from accessing these funds which I now need to re-book a new room. They said they could not do anything and the pending charges would fall off in about 5 days. I explained that I can't wait 5 days I'm 3 states away from home and need access to my funds now. I asked them to drop the pending status now so I could get a room. I was out of town attending to my late daughters estate, picking up her remains and needed the money to eat and get home. I was told a " fix it ticket " would be sent to the tech department. I slept in my car for the next 4 days waiting for resolution and borrowed money from friends and strangers to get back home and to eat.Business Response
Date: 01/27/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Business Response
Date: 02/07/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Business Response
Date: 02/10/2025
Greetings,
I'd love to further assist you! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********Initial Complaint
Date:01/26/2025
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.
After my flight was cancelled at 1:00 AM on 12/21/24 I called **************** to make a reservation for the rest of the night.They assured me that the ******************************** had a room available at that moment and that I could make a reservation for it. I went through the process to make the reservation and the confirmation came back with a check in time of 4:00 PM on 12/21 as opposed to immediately. While I was on the phone with them I pointed out the discrepancy and they told me that it was too late to change the reservation and that it was non-refundable.I asked for a cancellation and refund and have not heard anything back from the merchant.Business Response
Date: 01/27/2025
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: 01/28/2025
Complaint: 22860204
I am rejecting this response on the advice of my credit card company, with whom I have filed a dispute.
Sincerely,
***** ******Business Response
Date: 01/28/2025
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,
******* *********Initial Complaint
Date:01/26/2025
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 1/5/25, I thought I directly called ********* to book a hotel reservation. After confirming the price, I made a reservation. The person asked for my credit card info for payment and I asked if there was a penalty for canceling my reservation, and if so, by what date did I have to cancel without incurring a penalty. The person said that he needed my credit card to charge the full amount for my reservation but that I had until 6:00 pm on 1/8/25 to cancel the reservation without penalty and to receive a full refund. One hour later, I called ********* to cancel my reservation. The woman said it appeared I had booked my reservation through a 3rd party and I needed to contact them to cancel. So I called the contact number in the text I received with my reservation confirmation information, which is when I noticed the reservation was booked through HotelPlanner.com. I spoke to the person and said I wanted to cancel my reservation, and again, confirmed that I was not incurring any penalty for cancelling now & that person agreed. On 1/6/25, I received a text that my reservation has been cancelled and that I had been issued a voucher for $227.21 to be used the next time I used HotelPlanner to book a reservation. I called and said I wanted a refund and not a voucher. The person said i received a voucher because my reservation was non-refundable. I said that was not what I was told when I made the reservation and that I had repeatedly asked if I would receive a full refund if I cancelled by 6:00 pm on 1/8/25 and that I was told I would receive a full refund. The person then said they would request a refund for me. On 1/12/25, I received an email stating my refund had been initiated on 1/8/25 and was being processed and would take up to 10 days. On 1/23/25 I called again and said I had not received my refund. They said a manager needed to process it. I received an email on 1/23/25 stating they were still processing my refund.Business Response
Date: 01/27/2025
Hello *****,
I come bearing happy news! I am pleased to inform you that a full refund of $227.21 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: 01/27/2025
Complaint: 22859146
I am rejecting this response because they charged me $249.36, and I want a full refund for $249.36 and not the $227.21 they keep offering me. I also reject this response because they have been telling me since January 8, 2025 that I would receive a refund in 2-10 days and I still have not received the refund, which is why I filed the complaint.
Sincerely,
***** *******Business Response
Date: 01/28/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $249.36 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: 01/29/2025
Complaint: 22859146
I am rejecting this response because I just checked my bank account and HotelPlanner still has not refunded me the full amount. They still owe me $22.15. I am making a big deal about the small balance that they owe me because this seems to be a pattern that I've read about in other HotelPlanner complaints.....that HotelPlanner only provides partial refunds. It's wrong for them not to provide a full refund.
Sincerely,
***** *******Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $249.36 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: 01/31/2025
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 because I have received a full refund of $249.36
Sincerely,
***** *******Initial Complaint
Date:01/25/2025
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:
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Hotel reservation made ov we removed the phone. Agent assured that the reservation would be fully refundable for any reason. Now the company will not cancel the reservation and make the refund. We have tried 2 twice with no success. The agents are rude and won't admit to the deceit.Business Response
Date: 01/27/2025
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: 01/27/2025
Complaint: 22857580
I am rejecting this response because: no action taken, no admission of deceptive practices, no apologies.
Sincerely,
****** *******Business Response
Date: 01/29/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $155.18 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: 01/29/2025
Complaint: 22857580
I am rejecting this response because: The company has made no confession to the deceptive practices they embrace while conducting business over the phone. Even now in writing they say they have given a full refund, but they haven't. The full amount would have been $170.31. ************ needs to be shut down. They have caused us a week of metal grief and hours of effort. As seniors over 65 years of age, we don't have unlimited funds. I guess we might have been luckier than most because we at least were finally able to understand their misleading practice and conversed with attorneys about our first course of actions.Please take care of this and give us a real full refund so we don't have to begin litigation. Please change policies regarding phone promises that you don't mean! This would be so easy to fix.
Sincerely,
****** *******
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