Complaints

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

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• 

  HotelPlanner.com

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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

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:01/24/2025

  Type:Sales and Advertising 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 called a number thinking that I directly called the hotel as I was booking a reservation for a colleague. I was lied to on this call by a slick tongued agent with Hotel Planner, and the fee I was charged for the booking was a lot higher than the fee advertised on the website. Unfortunately, my colleague who I booked the stay for was unable to travel because south Louisiana experience a snow storm. I found out that it was not the actual hotel when I called to modify the reservation and I kept receiving messages as if the booking I booked with when I attempted to modify the reservation. I modified the reservation with the hotel because Hotel Planner conveniently placed the hotel's number on the initial confirmation instead of their business number. I repeatedly called ************* and the Hotel to ensure that I would not be charged double for this reservation. For Hotel Planner to charge my card and issue a receipt when they know on 01/23/2024 that the reservation had been modified. My issues are that: 1. The representative should not be allowed to lie to a customer. I never would have booked with Hotel Planner had I known that I was not speaking to an actual hotel representative but a lying scammer instead. 2. They would not honor requests to modify the booking after I contacted them prior to the scheduled stay. 3. They denied me a full refund. Who actually operates likes this? A ************. They stated that they would give me a voucher and partial refund. I request a full refund. The snow storm is a natural occurrence that should be covered, and their practices are dishonest. They should have to disclose that they are not the actual hotel when booking reservations and should not be charging people above what the hotel website states is the fee without disclosing this information as well. The entire experience is horrible, and they really should not be allowed to operate. I am now concerned about the security of my company card.

  

  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,
  ******* *********
  ******************************************************************
  
  

  

  Business Response

  Date: 01/31/2025

  Greetings, 

  Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

  ******* Planelles 

   

  

  Business Response

  Date: 01/31/2025

  Greetings, 

  Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

  ******* Planelles 

   

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22855934
  
  Greetings, 

  
  

  I am seeking clarity as I do not understand what the message I received means. 

  
  

  Has HotelPlanner remitted payment to Hampton Inn & Suites for my colleague's stay? The information I received from the hotel is that I have to pay, which is egregious because I paid HotelPlanner to book this reservation, and I was overcharged for the accommodations. 

  
  

  It is absurd that fraudulent companies like HotelPlanner are allowed to operate in this manner, and the company certainly should have a F rating for unethical business practices.  HotelPlanner is a scam company, and I just want this matter fully resolved. 

  
  

  I called the hotel directly to modify the reservation because I assumed that I was originally dealing directly with the hotel, not a third party, which should have been disclosed to me on the call and was not  I also called HotelPlanner after discovering the issue to ensure the matter was resolved, and they were generally unhelpful and gave me the run around. 

  
  If full payment is remitted to the hotel, then I will be satisfied. If for any reason I have to pay again, I will not be satisfied. Ideally, I would have prefered a full refund and to deal with the hotel directly, but if HotelPlanner is continuing to be deplorable in their practices, I will settle for the hotel receiving payment. 

  
  

  I don't trust HotelPlanner and I need full confirmation that the hotel has been paid. 

  
  

  Best regards,

  
  

  *******

  

  Business Response

  Date: 02/06/2025

  Greetings, 

  Thank you for your patience! Please be advised that we did reach out to the property to request the courtesy cancellation, were advised that the penalty will not be waived for this reservation due to the fact that the reservation was modified with the hotel directly for check-in on 2/7. The hotel confirmed that the reservation is active and you will not be charged since they are using the payment from your booking. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 
  ******* Planelles 

• Initial Complaint

  Date:01/24/2025

  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 searched online on 10/12/2024 a hotel. I was searching on my phone. I looked at the hotel and my phone automatically filled the card information. I was led to believe that this was through the hotels website as they mimicked the website. I thought I could easily cancel as I did not make this charge and as most hotels let you cancel without being charged until during the hotel stay. When I canceled. I discovered I had clicked on a "sponsored" website which turned out to be Hotel Lodging, mimicking the hotel which I believe is deception. I scanned the email from Hotel Lodging stating I had declined "Refund Protection" which is false. They said since I had given them my card number I had "agreed" to the refund policy. I disagree with that. I never stayed at a hotel through them and was told that there was no refund. I lost $1025.32 and received no service in return. Basically they mislead me and then took my money and I received nothing. Thank you for your help.

  

  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 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: 01/28/2025

  I do not understand what this business is asking for.   I am not satisfied as it seems they just want to close this complaint with out any resolutions. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22855438
  
  I am rejecting this response because
  
  I do not understand what this business is asking for.   I am not satisfied as it seems they just want to close this complaint with out any resolutions.
  
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 01/30/2025

  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:01/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 24, 2024 I paid $2,496,93 for three night stay at *********************. I was under the impression that I made the reservation directly to the hotel only to find out that I made the reservation through Hotel Planner. After speaking to the reservation person at ***************, I found out that I paid about a third more for the reservation, than if I had made the reservation directly throught Queen ********** I immediatly cancelled my reservation through Hotel Planner. They refunded only $1,664.62. I called them many times to get the remaining $832.31 refunded to me to no avail. I need your hellp to the the $832.31 refund.

  

  Business Response

  Date: 01/24/2025

  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: 01/24/2025

  Greetings, 

  Thank you for your patience! 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 

  

  Business Response

  Date: 01/24/2025

  Greetings, 
  Thank you for your patience! I am pleased to inform you that a full refund of $2,496.93 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: 01/27/2025

  Greetings, 
  Thank you for your patience! I am pleased to inform you that a full refund of $2,496.93 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: 02/11/2025

   
  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,
  
  ****** R *****

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This entity hijacked my hotel reservation. I thought I was making the reservation through the hotel website and was somehow unknowingly directed to this website. I selected pay at the hotel upon arrival. I also selected refundable. They added $189.00 in "fees" and took my payment from ****** immediately. When I tried to cancel within 24 hours, they only gave me a refund for $311, less than half of the $683 they charged for the 2-night reservation that was supposed to cost $203 per night.I believe this to be a fraudulent transaction and very shady business practices.I might add that I spent 45 minutes on hold speaking with someone in ***** who said she would escalate this for a full refund. Instead, I received another refund for $60. Still out $320+

  

  Business Response

  Date: 01/23/2025

  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: 01/24/2025

  Good Afternoon *********, 

  We appreciate your patience! I am pleased to inform you this was escalated and a full refund of $683.82 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: 01/27/2025

  
  

  Good Afternoon *********, 

  We appreciate your patience! I am pleased to inform you this was escalated and a full refund of $683.82 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: 02/11/2025

   
  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:01/22/2025

  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 made hotel reservations on Nov. 11 with who I "thought" was ********************* since the PHONE # had appropriate "301" area code. I made the **** for 11/26-30 2024 but email confirmation said "No cancellation refunds as discussed" but policy was NEVER DISCUSSED. Also, my credit card was charged full amount, but normally payment occurs at time of checkout. I was suspicious so found ********* phone # to cancel, thinking this was who I called the first time, and was told the **** were made through 3rd party and I would have to contact them. Please note the ************************ requires 3rd party hotel vendors to identify themselves as such. This was NOT done. *********** gave me HotelPlanner's #. Cancellation was taken by ******** but no refunds, and was offered a partial voucher, which I refused, desiring not to do further business with this company.I tried to file a dispute with my credit card company who put a "temporary" credit of $849.32 on my account. However, when HotelPlanner was contacted by my ********** and saw the credit, they denied my claim stating I was already refunded and called me a "fraud". My ********** then put the charge back onto my account.What followed was back and forth emails with my credit card co. trying to explain, who then told me to work directly with HotelPlanner.Since contacting HotelPlanner again, I have been subjected to: no response to my emails, calling a cust. support number that only takes msgs. but won't respond to them, finding another number where a person does answer the phone who relays a message to someone else who sends an email, but we go in circles. I was eventually asked to provide proof the dispute was closed by my ********** so ************ could take action but when I provided that, and got no response, I called HotelPlanner again who emailed they called the "property" who said no refund. *********** (the property" (?) has NOT been involved at all. This is an HotelPlanner issue. Stop this!

  

  Business Response

  Date: 01/22/2025

  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: 01/22/2025

  I await HotelPlanners response.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22845238
  
  I await HotelPlanners response.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/31/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $636.99 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 ******************************************************************! 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22845238
  
  I am rejecting this response because:

  This company does not act in good faith and tries to wear me/consumers down with constant roadblocks, all while pretending to initially acting as a hotel when in fact you are a third party vendor.  Your partial refund offer was only after:

  o Calling ME a "fraud" for asking for a refund after my cancelling my reservation upon learning you are a 3rd party vendor WITHOUT originally informing me there are no cancellations/refunds at the very beginning.

  o Not informing customers you are a 3rd party hotel vendor, against a ************************ ruling in 2018.

  o Providing customer service emails and phone numbers, but you do not respond to them, unless the consumer finds the company phone number on the BBB site.  But even with that phone number, the phone agent then goes to a back office person who then sends an email, but when the consumer responds, you do not respond.  We have to call the newer cust. service number (who really is no help), only to go through another "cat and mouse" situation.

  o Once the BBB is contacted, you respond quite quickly, as you do when contacted by a credit card company, but you do not provide the same courtesy to customers; you just don't respond without the customer chasing you.

  o You tell customers with complaints to first close out the dispute with their credit card and provide proof.   However, in doing that, you know the customer loses the control for resolving the dispute as we are then at the mercy of your cat and mouse games.

  o Once working with the BBB, you contacted me outside the BBB and said you contacted "the property" who said no refunds.  When I asked who "the property" was, you then responded by offering a partial refund after stating you went back and "worked diligently with the property".  I asked again who the "property" was, which you never responded to.  The "property" would be the actual hotel and not HotelPlanner who just provides a reservation service.  I contacted the original hotel who confirmed they do not get involved with issues from reservations made through 3rd party vendors.

  o Sooooooo.... you have also lied multiple times.

  Again, I would have gladly accepted your offer had your practices not been designed to continue this scam by trying to wear people out and deny them a proper refund.   I will take this further to another agency if you chose to retain my full refund.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/22/2025

  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.

  My daughter used her debit card to try and book a room through hotel ***********. Her debit card was charged 5 times for a room that never got booked. All the payments are still pending. The hotel could do nothing because she never did book a room.The charges are $1500- more than she makes in a month. She cannot use her debit card. She contacted ************ and they said the pending charges would be off in 24 hours. We are now on day 4 of still having those pending charges on her account. We tried calling them again and you cannot talk to anyone without a confirmation number. The live chat doesnt work. We have sent emails with no response. This is the only travel site I have ever experienced with such terrible customer service.

  

  Business Response

  Date: 01/22/2025

  Greetings ****, 

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing from you!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 01/22/2025

  Greetings ****, 

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing from you!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 01/22/2025

  Greetings ****, 

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing from you!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 01/22/2025

  Greetings ****, 

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing from you!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 01/24/2025

   
  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:01/22/2025

  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 made a reservation for a Florida hotel via phone & had to cancel due to a death in the family - Dec *****, 2024unaware of no refund policy. After numerous phone calls I was told I would receive a full refund within ten days. Continually told that- Many hours on the phone. Finally filing a complaint with my Credit card company - received an email from ************ stating that they would not take action until complaint was withdrawn. ************* showing evidence that complaint was withdrawn - Many hours on the phone with Managers who promised case would be escalated and refund issued. Six weeks now. Causing great distress. Unable to actually reach customer service at corporate offices - **********************. Left message with Lexyl Attorney NO REPLY YET. Completely unreasonable - Cannot afford to lose 461.50$$

  

  Business Response

  Date: 01/22/2025

  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: 01/28/2025

   
  Complaint: 22843446
  
  I am rejecting this response because:
  I submitted a written reply from customer service which promised a refund. I received a call a week ago that promised a refund any day- the complaint they say must be withdrawn was withdrawn over a week ago. They were to issue the refund any day- its been a week
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/29/2025

  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: 01/29/2025

   
  Complaint: 22843446
  
  I am rejecting this response because:

  As state before the complaint/dispute has been removed over a week ago and I was told in a call from a manager that the refund would go through in a day or two- over a week ago !! 
  
  Sincerely,
  
  ******* ******

  

  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: 02/06/2025

   
  Complaint: 22843446
  
  I am rejecting this response because: As explained three times before on this complaint and numerous times on the telephone with customer service, I have closed the complaint and withdrawn it through my credit card company. I have sent evidence and received confirmation that the evidence was received- I also received a phone call almost two weeks ago that stated the refund would be expedited and hopefully be processed in a few days 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/07/2025

  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: 02/10/2025

   
  Complaint: 22843446
  
  I am rejecting this response because: As said 4 times. The complaint was withdrawn with credit card company. ********** confirmed this and said a refund would be issued and expedited 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/10/2025

  Greetings,

  Please be advised that after taking a look at your reservation we see that it was disputed on 1/03/25, once we receive an image of the letter showing the dispute has been closed it will allow us to move forward! 

  This is what needs to be included in the dispute closed letter 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,

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

• Initial Complaint

  Date:01/22/2025

  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. - $199.20 amount of reservation, this 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 full amount of $199.20 for the hotel reservation

  

  Business Response

  Date: 01/22/2025

  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: 01/22/2025

   
  Complaint: 22842921
  
  I am rejecting this response because:
  The response was only an acknowledgement that a complaint was received. There was no offer to resolve the dispute. Please refund the full amount of the reservation, $199.20  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/24/2025

  Greetings,

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

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

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

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

  Thank you for your patience through this process.

  Kindly,

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

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22842921
  
  I am rejecting this response because:

  I will not drop the credit card dispute until vendor has confirmed they will refund the full amount of the reservation. I do not accept that the vendor is incapable of reviewing the details of this issue while the credit card dispute is active. I will drop either the credit card dispute or the BBB complaint once I have received the full refund. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/21/2025

  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.

  Called ********************************* to make reservation for 2/5 -2/7. When I called I asked if they his was the actual hotel as I had issues in the past with reservation desk. I was told yes it as the hotel. I asked about cancellation fee and was told I could not cancel and get refund even if 24 hours cancelled notice. I hung up then later called asked again is this the actual hotel and woman said yes. I told her what other person said about refund policy and she said that was not true I had 24 hours to cancel. I booked trip but they charged me a ***** cancel fee. I called back within ten minutes after to cancel and told I did not meet their cancellation criteria. I called the actual hotel for two days and they never received my reservation. Called back and they passed this issue to resolution team. They did make reservation eventually. I called twice today and spoke to two different men each saying it was the actual hotel. My complaint is they hey are misleading customers and charging for enormous fees. I want a full refund as this is two weeks prior to travel. The actual hotel has a free cancellation up to 24 hours. This hotel planner of ******************************************************* is misrepresenting themselves and this should be considered fraudulent.

  

  Business Response

  Date: 01/21/2025

  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: 01/21/2025

   
  Complaint: 22838990
  
  I am rejecting this response because:

   

  Hello first of all I have asked them to provide a telephone number via email for conversation. They did not. I called the original number that I made the reservation on earlier today too ask for resolution team number. No one could help me. They misrepresented this business stating they were actually the hotel staff.

  they are not. Four different people there lied

  to me on different occasions. Two lied today. I want a full

  Refund due to misrepresentation.

  i had spoken directly to the actual hotel staff and said they have no idea who this company is. So to be telling the public they are hotel staff is incorrect. 
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 01/24/2025

  Hello I continue to need assistance with this complaint. I received an email from a reservation person stating they called me. No message was ever left. They asked when they could reach me and I provided a time they did not call. Its impossible to get past a reservation person. I called three times today asking for resolution team. One person just hung up on me another just transferred me to confirm a reservation and another had no idea. He said he worked  for Hampton inn and they do not. What is next step? Can we find out ******* this company and if there is a resolution team and the number? The people being contacted are k my the reservation staff not anyone in management. Thank you

  Customer Answer

  Date: 01/24/2025

  Hello I continue to need assistance with this complaint. I received an email from a reservation person stating they called me. No message was ever left. They asked when they could reach me and I provided a time they did not call. Its impossible to get past a reservation person. I called three times today asking for resolution team. One person just hung up on me another just transferred me to confirm a reservation and another had no idea. He said he worked  for Hampton inn and they do not. What is next step? Can we find out ******* this company and if there is a resolution team and the number? The people being contacted are k my the reservation staff not anyone in management. Thank you

  Customer Answer

  Date: 01/27/2025

  Hi this is just to follow up. I continue to get nowhere resolving my issue. I received an email today from an ********* ****** asking me to provide a time they could contact me which I did. Never received a phone call. I called the support number for reservation and asked for that person. They did not know who it was. I asked for a manager which they could not provide. They refused to give me managers name or number. Instead the staff member said she would have a manager contact me but she did not. I did some searching online and found the name of the hotel ambassador and it is the same ambassador for ***********, ******* *********. I just emailed her directly asking for a phone call and I also provided my phone number. How can I get to speak directly with someone to resolve this issue? Any suggestions would be appreciated. I do  it want to speak with a reservation member as its just a run around. They dont even seem to know who they work for. Thank you for any assistance.

  w

  

  Business Response

  Date: 01/29/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $757.90 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: 22838990
  
  I am rejecting this response because: I just received an email that they cancelled my reservation without my consent and claimed it is not refundable. All my documentation states I wanted to cancel with a full refund. Ten days of attempting to contact someone by phone to discuss has not been of benefit. They had called me today three times and each time only let phone ring once or twice then hung up before I could answer. They leave no call back number. They will not provide me with a managers name or contact info . I have emailed ******* ********* three times to discuss canceling for a full refund and she has not responded to me.  This company is a scam. They misrepresent themselves and charge hidden fees. I just again called customer service who put me on hold and called Hampton inn. They told me Hampton inn was processing my refund. I just spoke directly to ****************** and they are not processing a refund. All this company does is lie. The stay is booked for 2/5 days to 2/7 One week out. The actual hotel policy is free cancellation up to 24 hours prior to reservation. This is a violation of public trust. If the staff lie and state they are the actual hotel how would the public know they arent. Please direct as to next move. I appreciate your efforts in resolving this matter.  Thank you 

   

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

  

  Business Response

  Date: 01/31/2025

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a full refund of $757.90 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.  I have received an email and a text stating they would refund me. If this does not happen I will reopen this complaint.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:01/21/2025

  Type:Billing 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 2 night stay on *************. When I was purchasing the reservation I was quoted $2000.40. Upon completing the booking the charge appeared as $3,079.06. I immediately contacted Hotel Planner to adjust the change, and they instructed me that it is a non-refundable reservation. I am requesting full reimbursement due to deceptive charges and fees. A day after the initial complaint and corrective action, the company charged me the exact same price a day later. I now have over $6158.12 of charges from Hotel Planner on my credit card. This company is playing games with me and my credit card. The fees are deceptive in nature and charging more than the advertised price, misleading consumers and a clear case of violating Consumer Protection Laws. I am requesting full reimbursement due to deceptive nature of the transaction and unauthorized price that was charged.

  

  Business Response

  Date: 01/22/2025

  Hello *****, 

  I have some exciting news to share! I am pleased to inform you that a full refund of $3,079.06 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: 01/23/2025

   
  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,
  
  ***** *****