Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 652 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/20/2025
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 12/29/24, I went to a hotels website & booked a room. I found it odd that the cost for 1 room went from $130 to $232.49 with recovery taxes & fees. I called the hotel to cancel on 1/11/25 & the hotel told me that I had booked through a 3rd party. They said it must have been a site that was made to look like their site. They showed I had booked through Expedia (red flag). The conf email didn't have a company name but had a number. Their automated system was quick to cancel. I instantly got a refund notice of only $158.88. I called back & spoke to an agent who told me they had a cancellation policy of 25% if cancelled before 1/23??? I noticed on my confirmation that they had also charged me a $20.65 "plan protection" fee without me agreeing. The agent told me it was only for emergencies & didn't apply to this cancelation. The agent asked me to wait while he resolved it. I was told that he would escalate the case to his escalation ***** I immediately received the ******* Lodging Support ticket created by the agent. I had a response stating I should expect a refund in 2-10 days. I emailed two times asking if they were refunding my full payment but I did not get a response. I called on 1/15 & the agent told me that they had missed a step & needed to call the hotel to cancel the room. She put me on hold at which time I received a ******* Lodging support email with the subject "Hotel Approved Full Refund Verbally. The agent then assured me that she would escalate my full refund to the ******************* should hear back asap. I asked the name of the reservation ************* quietly said Hotel Planner. I replied to the help ticket on 1/17 asking for an update/response & have received nothing. My credit card was refunded $158.88 but this was clearly a scam with the cancellation fee and protection plan of $73.61. I have gone to Hotel Planners website and their booking site looks absolutely nothing like the site I booked through. I don't want others to get tricked.
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: 22834990
I am rejecting this response because: the complaint was not about working on my reservation but rather refunding the remaining balance of $73.61. I do not feel that response addresses my complaint.
Sincerely,
******** ********Business Response
Date: 01/22/2025
Good Afternoon ********,
I come bearing happy news! I am pleased to inform you that a full refund of $232.49 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: 01/22/2025
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:01/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a hotel reservation for the night of 1/2/2025 via an on-line query for the ************** and Casino in ****, **. The webpage I selected ostensibly appeared to be for the Atlantis directly. I was not aware of being directed to a third party hotel booking agency. The web header indicated only hotel guide with a phone number. I specifically requested a non-smoking room on the ground floor unattached to the Casino. The phone agent confirmed my reservation would meet these criteria. When I arrived at the Atlantis reservation desk that night, not only were they not aware of my specific room requests, they informed me that no ground level or unattached rooms existed. They offered me a room on the 13th floor, which I declined. They told me I had to cancel my reservation through the booking agent. (This was the first time I became aware that a third party booking agency was involved in my reservation.) I did by phone via a number provided on the reservation text message. I requested a full refund the $128.84, which I had paid for the room. Though I knew that the reservation was a non-refundable, I explained I wished a full refund because though did I show up, their agent misrepresented that the hotel room would meet my conditions. I was told that my refund request would have to be reviewed by the agencys escalation team and that I would get a response via email as to the teams decision within two to ten business days. I called multiple times during this waiting period and was told by various phone agents that my request would be expedited. As of the eleventh business day I was told via my phone call, that no decision had been made. Though I am filing this complaint against the business entity called, Hotel Planner, I have received responses regarding this reservation from the following web addresses: hotelplanner.com, ************************, and **************. I was also told by the Atlantis that the booking agent was ***********. All news to me!Customer Answer
Date: 01/18/2025
The contact phone number which I had for the subject business is: **************.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: 01/23/2025
Complaint: 22822369
I am rejecting this response because:
The business agents informed me that a response from their escalation team would be forthcoming within two to ten business days. Twelve business days had already elapsed when BBB received the business response of status quo, i.e. that my refund request was still under review. Since the business has not met their stated business practice for response time, it is unsatisfactory.
Sincerely,
**** ******Business Response
Date: 01/29/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $128.84 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: 02/07/2025
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:01/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I needed to book a stay at the ***************** in **************** for a March stay. I Googled the number to call-- not once was it indicated that I was booking through a third party. I was told I needed to pay the full cost upfront, so I did. A confirmation text was received, no receipt or email. On 1/1/25 (just days later) I needed to cancel the reservation and was told I would be refunded all but one night's stay. I thought that was c*** (and was not told this upon booking), so I searched the hotel's cancellation policy and found I had until March 1st to cancel for a full refund. I called the hotel again-- apparently called the direct number this time. The front desk told me that since I booked through a third party, I would need to work with them to sort it out. I told him I did not book through a third party (went round and round with the poor guy...). I got smart and Googled the phone number that showed up in the confirmation text and sure enough Hotelplanner.com is what comes up. I submitted a ticket through their support, to which they responded my remaining refund would be processed. It's been almost two weeks, and my refund has still not been processed. There are complaints about them all over the internet; Hotelplanner.com should be banned from doing business.Business Response
Date: 01/16/2025
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: 01/17/2025
Complaint: 22818939
I am rejecting this response because:It appears to be an automated message, rather than an actual response.
Sincerely,
***** *********Business Response
Date: 01/17/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $409.76 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: 01/21/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $409.76 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: 01/21/2025
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:01/15/2025
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 thought I was calling Marriott Bonvoy Alexandria VA hotel 1/9/25, but was scammed by this company when they picked up as they did not give their company name, and took my one night, two bed reservation and credit card prepay. We got to the Marriott late and when we walked in our room got a one-bed handicap room with wheelchair shower. Two days later I see that Hotel Planner charged us for 3 nights when we stayed 1 night, a total of $646.87. Then Marriott Bonvoy charged us another $51.45. When I contacted ******** they informed methey did not take the original reservation, but Hotel Planner did. I was shocked as had this company given their actual name I would not have made my reservation with them. I have called both companies to get this resolved but so far have not been reimbursed.Business Response
Date: 01/16/2025
Greetings *****,
I'd love to help! Please be advised that your reservation was made for only one night, therefore we only charged your card for one night (please see image attached). If you do have a receipt or image showing a charge for 3 nights, please feel free to escalate it to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:01/15/2025
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 tried to book a hotel room at the ******** in ************* AZ to check in on December 28th for 1 night. We called the hotel direct but unknown to us we were routed to Hotelplanner.com. *************).We paid $124.43 but when we went to the hotel we were shown 2 rooms and both were unsuitable due to dirty or torn bedding, dirty telephone and stained/chipped bathtub. We decided not to stay and the staff apologized and told us they would refund our money. When the refund did not appear on my credit card account we called the hotel and spoke to the manager, ****** ******, who explained we had to contact ************** for a refund and she would tell them she approved it We have called hotel planner numerous times and conversed by emails only to get the runaround. Were were told the escalation team would resolve it within 2-10 days but they never did. We were told the manager at the ******** rejected the refund.We spoke to ******, the manager, again this morning and she said no one has called her, she has not rejected the refund and will still approve it if hotelplanner.com calls her We spoke to ***** at hotel planner who was extremely unhelpful. When we told her we had just spoken to ****** and asked her to call ******, she claimed ****** didnt answer the phone. She refused our request to speak to a manager, claiming none were available. She refused our request to speak to someone from the escalation team and just kept saying they would reach out to us by email I would like your help in resolving this issue because Im fed up making phone calls and writing emails to a company that ****** dont want to help and are intent on keeping my money for a room we didnt stay inBusiness Response
Date: 01/21/2025
Greetings,
Thank you for bringing this to our attention, 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 back from you!
Kindly,
******* Planelles
Customer Answer
Date: 01/21/2025
Itinerary number is
H10039348
Customer Answer
Date: 01/22/2025
Complaint: 22814852Itinerary number is
H10039348
Sincerely,
******* *******Business Response
Date: 01/22/2025
Greetings,
Thank you for bringing this to our attention, 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 back from you!
Kindly,
******* PlanellesCustomer Answer
Date: 01/23/2025
This is the second time they sent the same response asking for the itinerary number.
this is the second time Im giving it to them.
Itinerary number is H10039348
this is what they do. Appear to want to help but have no intention to do so
hopefully I will get a response this time
Customer Answer
Date: 01/24/2025
Complaint: 22814852This is the second time they sent the same response asking for the itinerary number.
this is the second time Im giving it to them.
Itinerary number is H10039348
this is what they do. Appear to want to help but have no intention to do so
hopefully I will get a response this time
Sincerely,
******* *******Business Response
Date: 01/28/2025
Hello,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation since the room was fully utilized. 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: 01/28/2025
She is referring to our stay at the Holiday Inn Express and Suites, itinerary umber H10053999, where we stayed INSTEAD of at the ********. We NEVER stayed at the Days Inn
when I told reception that we we not satisfied with the room whoever was working that night told me she would refund my money to my credit card.
we have had several conversations withe the Days Inn manager, ****** ****** at ****************, and she has told us she will approve the refund as soon as Hotel Planner calls her but they never have.in an email train we have with the escalation team we were told ****** doesnt answer the phone. Yet we have no trouble contacting her, she answers every time.
We paid the Days Inn $55.25 extra so our dogs could stay with us. Days Inn have already refunded me the $55.25 as it was charged directly through them and not Hotel Planner.
this is getting ridiculous, the manager will approve the refund but Hotel Planner is obviously stalling.
I would like my refund ASAP pleaseCustomer Answer
Date: 01/29/2025
Complaint: 22814852She is referring to our stay at the Holiday Inn Express and Suites, itinerary umber H10053999, where we stayed INSTEAD of at the Days Inn. We NEVER stayed at the Days Inn
when I told reception that we we not satisfied with the room whoever was working that night told me she would refund my money to my credit card.
we have had several conversations withe the Days Inn manager, ****** ****** at ****************, and she has told us she will approve the refund as soon as Hotel Planner calls her but they never have.in an email train we have with the escalation team we were told ****** doesnt answer the phone. Yet we have no trouble contacting her, she answers every time.
We paid the Days Inn $55.25 extra so our dogs could stay with us. Days Inn have already refunded me the $55.25 as it was charged directly through them and not Hotel Planner.
this is getting ridiculous, the manager will approve the refund but Hotel Planner is obviously stalling.
I would like my refund ASAP please
Sincerely,
******* *******Business Response
Date: 01/30/2025
Hello,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation since the room was fully utilized. 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,
******* PlanellesCustomer Answer
Date: 01/30/2025
You probably reached out to the *********** where we did stay the night AFTER we refused to stay at the ********. Please reach out to the CORRECT HOTEL, the DAYS INN and speak to the manager, ****** ****** at ******************.
my complaint is about a refund for not staying at the ******** not the holiday ExpressI cant believe you are calling the wrong hotel.
Customer Answer
Date: 01/30/2025
Complaint: 22814852You probably reached out to the *********** where we did stay the night AFTER we refused to stay at the ********. Please reach out to the *************, the DAYS INN and speak to the manager, ****** ****** at ******************.
my complaint is about a refund for not staying at the ******** not the holiday ExpressI cant believe you are calling the wrong hotel.
Sincerely,
******* *******Business Response
Date: 02/06/2025
Greetings *******,
We appreciate your patience! I have escalated this to my supervisors and they are working hard to find a resolution, as soon as I hear back from them I will let you know. If you have any further questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 02/06/2025
This is getting ridiculous.
we just received an email from ********* *****, Lodging Support, on Feb 4th. This stated, "this response is related to your reservation for Itinerary #H10039348. Your refund is being processed. it can take up to 10 business days for the credit to appear on your bank statement. a text message will soon be delivered to your phone notifying you of the refund as well."
so far no refund, and now you are sending it to a supervisor. Nor did I receive a text.
I don't expect to though because i received an earlier email from ******* *****, Lodging support, regarding my request for a refund of the ridiculous fee you charged me for my one night stay at the ***********, H10053999. this email is dated Jan 24th, and said exactly the same verbiage as the one from *********. That my refund was being processed, it would take up to 10 days and I would receive a confirming text. Today is the 10th business day and I have not received a refund nor a text,
All I get from your company are lies.
Id like my refund asap please.
I will never stay at any hotel that utilizes your company again and I will file complaints at both hotels about how I'm being treated
Business Response
Date: 02/07/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $113.38 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: 02/07/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $113.38 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:01/15/2025
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 contacted this company, thinking it was the ********. They are not the Marriott (found this out after booking). I requested to stay in 2 suites and was charged the price of a suite for both rooms. When I received confirmation text, I realized this was not the Marriot. My name was spelled wrong, my email address was spelled wrong etc. I called to correct the information and they got the email address right but had my name wrong once again. I also noticed they spelled suite wrong (sweet). Unprofessional. So I get the inquiry from the Marriot and it shows that Im booked for 2 guest rooms, despite paying the price for a suite. I called the Marriot and explained how much I paid etc. and they said Yeah you got scammed bad, they did a number on you. They were unable to put me in a suite. So basically I paid for two suites and instead got 2 guest roooms. I called this company back Hotel Reservations and was advised I would get a percentage back and to excpect it in 2-10 business days. I was so upset, this was supposed to be a special trip for my neice and nephew that I got off the phone without asking the amount I would be getting back so I called back. They advised me that they were unable to tell me and to keep checking my email. I received no email with my refund info. Today is day 10 and I called and asked for a supervisor. I was told he is training new employees and couldnt speak with me. I cant believe how unprofessional this company is.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: 22815059
I am rejecting this response because: I am not looking for help with a reservation. I was scammed. I was told I was getting a suite and when all I got was a general room. I was charged the suite price for 2 rooms totaling over $1200 when I should have only paid around 600 for BOTH rooms. You charged me DOUBLE!!! You said I would be getting money back and I havent seen a dime! I need to be refunded the difference.
Sincerely,
***** *******Business Response
Date: 01/27/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a total of $200 has been processed, 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:01/14/2025
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 made 3 separate reservations with Hotelplanner.com on January 10th. I thought I was booking directly with the AmericInn, Ironwood, **. Once I called the hotel directly and realized I did not book directly. I called Hotelplanner.com to cancel the 3 reservations. They charged my card for $924.94 for a 2 night stay, $459.04 for a 1 night stay, an $459.04 for another 1 night stay. They also added refund protection called Protecht for $82.17, $40.17, and $40.17 respectively. All of which is was unaware of. Calling the hotel directly to book, the charges would've been $588.42, $294.21, and $294.21 respectively.When calling Hotelplanner.com to cancel all 3 reservations, they charged me for the first day and only refunded $421.38, $313.69, and $313.70 respectively to my credit card. They called the AmericInn and I received an email from Hotelplanner.com that they would fully refund the charges. I have not received the remaining $421.39, $101.57, and $104.56 respectively. I am currently waiting 10 business days to receive the remaining $630.52. They are creating tickets in their Zendesk system to "escalate" to their back office team which cannot be contacted directly. When reading the other complaints against them on BBB, this is just a stall tactic and they are a complete scam. I am planning to dispute these charges with my credit card company unless I receive a full refund for all 3 charges by 1/20/25.Business Response
Date: 01/15/2025
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 refund of $924.94 was issued for reservation #******** , along with a refund of $459.04 for reservation #******** , and a refund of $459.04 for reservation #******** , please allow 2-0 business days for the refunds to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 01/27/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $924.94 was issued for reservation #******** , along with a refund of $459.04 for reservation #******** , and a refund of $459.04 for reservation #******** , please allow 2-0 business days for the refunds to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 01/27/2025
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:01/14/2025
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 reservations at ***********************, *********, **** for February !7-19th. I needed to cancel my reservations. When I made the reservation the agent (507-186-40) did not go over the cancelation fees to me. When I got my confirmation, it showed cancelation fees. I thought I had insurance for it. I did not understand it all. I tied to cancel on line and talked to various people on the phone. Since I did not get any results,about a full refund, I needed to contact you. I feel if I would have known about the fees I would not have made the reservations with them. The rate was $573.36 and my refund is only $261.21 I feel as if I knew this I would not have made reservations with themBusiness Response
Date: 01/14/2025
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: 01/15/2025
Complaint: 22810785
I am rejecting this response because:I want all correspondence sent through the BBB.
Sincerely,
****** *****Business Response
Date: 01/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $312.15 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: 01/17/2025
Complaint: 22810785
I am rejecting this response because: the agent did not go over the fees before I reserved the registration. I thought I was talking directly to the hotel. I had refund insurance when I made the reservation. I cancelled 3 days after my reservation. I feel I should get the full refund. Their confirmation is confusing. It showed up in a box. I thought that was all of it until a couple of days later I realized there were more pages to it. I don't believe they should keep that much money.. I want to work with the *** on this.
Sincerely,
****** *****Business Response
Date: 01/21/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $312.15 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: 01/21/2025
Complaint: 22810785
I am rejecting this response because: l ******* should not cost me $261,21 to cancel my reservation after 3 days.making the reservation. I feel they should have went over the fees. I feel I should get more of my money back.
Sincerely,
****** *****Initial Complaint
Date:01/14/2025
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.
itinerary H10159328 cancelled a hotel stay and offered full refund - the hotel says ....Dear *** ****.Please know that you have been issued a full refund for your reservation. As the reservation was made through an ******* affiliate, the refund will be coming from them. I was told by the ******* representative that you were credited $214.19 when you first cancelled and an additional $233.62 was refunded today, as I made an exception to our cancellation policy to accommodate you. The ******* representative also told me that you should be receiving an email from hotelplanner.com confirming this. You can also contact ******* directly and provide the reservation number #*********, to confirm this, as well. I apologize for any inconvenience - usually when you are booking through another party, any changes, cancellations, etc. need to be handled through them. I am sorry if that was not communicated to you when you first contacted us, but I am glad I was able to help you get this resolved.Please let me know if I can be of further assistance.****** Moonlight Beach Motel --------------------I am charged $786.05 Transaction date Jan 11, 2025 Posted date Jan 12, 2025 HOTEL LODG* MOONLIGHTB ------the hotel says they refund 100% yet the amounts do not - $786.05Business Response
Date: 01/14/2025
Hello ***,
Thank you for taking the time to bring this to our attention! I am pleased to inform you that a full refund of $786.05 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:01/14/2025
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 falsely booked a reservation through hotelplanner.com thinking we were talking directly with the hotel. We cancelled one room for two nights and we did not receive the refund we should have received. I have been contacting hotelplanner.com via phone since early December to resolve this and it has been one excuse after another. It is frustrating and annoying since you can never talk to the same person, can never talk to the "escalation team" and can never talk to a manager. I will never use their services again and I will warn everyone I can against using this hotel booking site.Business Response
Date: 01/14/2025
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,
******* *********
Customer Answer
Date: 01/15/2025
The reservation/itinerary # is H9851302Customer Answer
Date: 01/15/2025
Complaint: 22809404
The reservation/itinerary # is H9851302
Sincerely,
***** *****Business Response
Date: 01/15/2025
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,
******* *********Customer Answer
Date: 01/15/2025
The reservation number is H9851302Customer Answer
Date: 01/17/2025
Can I please get an updateCustomer Answer
Date: 01/17/2025
Complaint: 22809404
The reservation number is H9851302
Sincerely,
***** *****Business Response
Date: 01/22/2025
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,
******* *********Customer Answer
Date: 01/22/2025
Im waiting to see if refund processes for H9851302 reservation.Customer Answer
Date: 01/24/2025
Complaint: 22809404
Im waiting to see if refund processes for H9851302 reservation.
Sincerely,
***** *****Business Response
Date: 01/28/2025
Hello *****,
I'd love to help! I am not seeing a message with the itinerary number, which might be an issue with the BBB portal. Feel free to escalate your itinerary number to be personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 01/28/2025
H9851302 reservation number. Has the refund been processed?Customer Answer
Date: 01/29/2025
Complaint: 22809404
H9851302 reservation number. Has the refund been processed?
Sincerely,
***** *****Business Response
Date: 01/31/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $404.58 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: 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.
Sincerely,
***** *****
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