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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

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:01/13/2025

  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 12/9 I reserved BestWestern for 3/23-3/24 reservation. Reservation confirmation: ********* and itinerary H9882715 I paid $233.75 to include cancellation protection. On 1/9 I sent 2emails requesting to cancel the reservation. I found phone number to talk to a live person. So on 1/9 I asked her to cancel my reservation and refund my money. She said I would receive a cancellation email within 15 minutes and refund $233.75 later. I havent received any email or refund until now.

  Customer Answer

  Date: 01/13/2025

  In addition to BBB, I contacted my credit card company.  I explained the whole situation.  I got a case number from them too.  Theyll investigate the issue.

  

  Business Response

  Date: 01/13/2025

  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: 01/14/2025

  I received the text message today

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22804914
  
  In addition to BBB, I contacted my credit card company.  I explained the whole situation.  I got a case number from them too.  Theyll investigate the issue.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/14/2025

  Greetings ******, 

  I come bearing happy news! I am pleased to inform you that a full refund of $233.75 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

   
  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:01/13/2025

  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 12/6/24 for the phone number of the Inn at *********************** in ************, **. The first result appeared to be that hotel. I called & was led to believe that I was in fact talking with the hotel directly. I made a reservation for 3/31/25 - 4/1/25. I was the asked to enter my **************** card number. I did & hung up. I then discovered when I got the confirmation email I had been charged the full amount of $946.31 immediately for my 3 night stay. I then also discovered I had clicked on a "sponsored" website which turned out to be Hotel Lodging, mimicking Inn at *********************** which I believe is deception. They had told me I was getting a 30% discount. I then called Inn at *********************** directly & got a much lower room rate. I canceled the reservation from *************. I scanned the email from Hotel Lodging stating I had declined "Refund Protection" which is false. They only refunded me $630.87, keeping $ ****** for 1 night's lodging. I filed a dispute with ****************, they said since I had given them my card number I had "agreed" to the refund policy. I disagree with that. I then called Hotel Loding again & was required to agree to withdraw the dispute which I would not do. I asked for the person's supervisor & was promised a return call which has not happened. I also emailed & texted with no response. All I'm requesting is a refund of $******. Thank you for your help.

  

  Business Response

  Date: 01/13/2025

  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: 01/14/2025

   
  Complaint: 22798428
  
  I am rejecting this response because:
  
  This business keeps demanding that I withdraw this dispute which I will not do. I have supplied my reasoning with the BBB & the company. Im asking for a refund. If this cannot be settled then Ill be contacting the Arkansas Attorney General Consumer Protection Division. 
  
  Sincerely,
  
  *** D***

  

  Business Response

  Date: 01/14/2025

  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: 01/14/2025

  I have already responded to your email with the business response. I rejected their explanation & request. Why did I receive another email from you? Thank you. 

• Initial Complaint

  Date:01/12/2025

  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.

  HotelPlanner.com uses false information online to misrepresent themselves as direct reservations with Hyatt. When I called, they presented themselves as Hyatt. The representative I spoke with assured me a booking in a ground floor room at *********** in ****** ********. However, that property does not have ground floor rooms. I was charged $244.99 for a room that did not exist. I was told I could cancel for full refund until 6PM on 1/12. I cancelled the reservation at 5:19 PM on 1/12 and was informed that there would be a 30% fee for cancelling. This company has engaged in misrepresenting itself online, misrepresenting itself as Hyatt reservations, promising room accommodations that do not exist, and refusing to refund as promised.

  

  Business Response

  Date: 01/13/2025

  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: 01/17/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $244.99 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 ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 01/17/2025

  Date Sent: 1/17/2025 1:37:34 PM
  

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $244.99 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 ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 01/29/2025

   
  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:01/10/2025

  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.

  I will provide supporting documents. I CALLED ************** for a *********************. I did NOT book this reservation online. I called instead of email because I was booking 2 rooms with 2 different dates. I was sent a text (no email with documents) confirming my reservation. I made my reservation at 1:09 pm on 12/4/24. At 3:51 pm I called back because I had to add an additional day to H9885947 reservation. The *** said it would be $30,000 (yes $30,000) to add an additional day. I said that was crazy and that I would be canceling the reservation. Please note, the *** never mentioned, it would be non-refundable. I called back and at 4:49 pm and canceled the reservation as my friend re-booked the hotel under her company. This is just the background. You can review the documents I have sent to *************. I also disputed with **************** twice and they said they said they will follow the policy which was sent to them on 1.10.25. I attached the document separately. Please note in the letter to **************** on page 2, they sent my reservation to a bogus email ********************* not my correct email ********************** Noted on page 3, "reservations can be done directly online where customer can choose from various hotels and rates, I made a phone call, did not book online. Also on Page 3, Under Policies and Practices it states "Customers are advised of the terms of sales and cancelation policy prior to completing their reservation" which was NOT the case, never mentioned in my phone conversation, which is why I have requested the recorded phone conversations. The total amount for both reservations is $3831 (and change) and $2387 (and change) Total $6,218. I have requested on various occasions to speak to a manager at Hotel Planner & requested the phone conversations, neither request was ever fulfilled. I am asking for BBB help to facilitate the refund. My direct telephone number is ************ and email *********************

  

  Business Response

  Date: 01/10/2025

  Good Evening, 

  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: 01/10/2025

  Attached is the letter requested for one of the disputes.  The other dispute is still pending with *****************  I have also sent this letter to the business.  Please also forward this letter as well. thank you.  

  Customer Answer

  Date: 01/13/2025

  Hello.  I am checking in on the status of my complaint.  I have sent more information to Hotel Planners and have not received any response back from them.  Your help is appreciated.  Thank you.  ******* **** ************ 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22793934
  
  Attached is the letter requested for one of the disputes.  The other dispute is still pending with *****************  I have also sent this letter to the business.  Please also forward this letter as well. thank you. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 01/14/2025

  Good Evening, 

  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: 01/15/2025

  Good morning.  I am confused by their response.  I have two (2) reservations with Hotel Planner H9885944 which I no longer have a dispute with ****************. I attached the letter from **************** regarding this closure.  Please confirm this has been sent to Hotel Planner.  

  The second Reservation H9885947 is still an option dispute with *****************  I am assuming they want me to close this dispute in order to review and hopefully process the refund?  

  However, below is an email I received from Hotel Planner, just yesterday, 1/14/25. It states my cases are under review and due to close 2/25/25.  It sounds like (fingers crossed) they will process a refund.  I need to understand if this is for both reservations or just the one in which the dispute has been closed.  

  I have left a message for ***** **********, listed below.  I will email her as well. 

  Please advise on next steps.  Thank you. 

  Itinerary Number: H9885944,H9885947
  
  Hi *******,
  
  Thank you for contacting Charge Review and providing documentation of dispute closure. Typically disputes have a 90-day review period. This dispute review is expected to close by February *******, after which date refund processing can begin. Thank you for your patience through this process.
  
  Sincerely,
  ***** ********** | Charge Review / ************* Manager
  Ph:******************* | Fax: ************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22793934
  
  

  Good morning.  I am confused by their response.  I have two (2) reservations with Hotel Planner H9885944 which I no longer have a dispute with ****************. I attached the letter from **************** regarding this closure.  Please confirm this has been sent to Hotel Planner.  

  The second Reservation H9885947 is still an option dispute with *****************  I am assuming they want me to close this dispute in order to review and hopefully process the refund?  

  However, below is an email I received from Hotel Planner, just yesterday, 1/14/25. It states my cases are under review and due to close 2/25/25.  It sounds like (fingers crossed) they will process a refund.  I need to understand if this is for both reservations or just the one in which the dispute has been closed.  

  I have left a message for ***** **********, listed below.  I will email her as well. 

  Please advise on next steps.  Thank you. 

  Itinerary Number: H9885944, H9885947
  
  Hi *******,
  
  Thank you for contacting Charge Review and providing documentation of dispute closure. Typically disputes have a 90-day review period. This dispute review is expected to close by February *******, after which date refund processing can begin. Thank you for your patience through this process.
  
  Sincerely,
  ***** ********** | Charge Review / ************* Manager
  Ph: ******************* | Fax: ************

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

  Customer Answer

  Date: 01/21/2025

  To Whom It may concern, Attached is a letter lifting the **************** Dispute for ************/Hotel Planners reservation H9885947.  I have also e-mailed this letter to ***** ******************************************** Manager at Hotel Planner.  She confirmed the letter I sent previously for reservation H9885944 was acceptable and that all she needed was the attached letter to process the refunds for the other reservation.  Your help is appreciated in getting this dispute resolved and for a full refund.  As a reminder, these reservations were done by phone not on the internet.  I have asked for the recorded phone conversations and those have never been supplied.  Thank you, please let me know if you have any questions.  thank you. 

  

  Business Response

  Date: 01/21/2025

  Good Evening, 
  
  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: 01/22/2025

   
  Complaint: 22793934
  
  To Whom It may concern, Attached is a letter lifting the **************** Dispute for Hotel Loding/Hotel Planners reservation H9885947.  I have also e-mailed this letter to ***** ******************************************** Manager at Hotel Planner.  She confirmed the letter I sent previously for reservation H9885944 was acceptable and that all she needed was the attached letter to process the refunds for the other reservation.  Your help is appreciated in getting this dispute resolved and for a full refund.  As a reminder, these reservations were done by phone not on the internet.  I have asked for the recorded phone conversations and those have never been supplied.  Thank you, please let me know if you have any questions.  thank you.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 01/22/2025

  Hello *******, 

  Please be advised that reservation #******* was disputed on 12/07/2024 and reservation #******* was disputed on 12/07/24, once we receive an image of the letter showing the dispute has been closed it will allow us to move forward! 

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute
  3. MUST include the following info, which must match the charge info:
             Cardholder name
             Last four digits of the card
             Amount of dispute

  Thank you for your patience through this process. 

  Kindly,

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

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22793934
  
  see attachment

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

  

  Business Response

  Date: 01/29/2025

  Greetings *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $4,775.78 has been issued for reservation #******* , please allow 2-10 business days for the refund to be visible to you. Reservation #******* is still under dispute, once we receive an image of the letter showing the dispute has been closed it will allow us to move forward! 

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

  Thank you for your patience through this process. 

  Kindly,

  ******* Planelles 
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many complaints on BBB, this company deceptively presented themselves as the hotel, which they are not. They are a 3rd party charging fees without disclosure, prohibitive rates and providing obfuscated customer service. I asked the representative, who presented himself as the hotel employee, to provide the student rate for our rooms. On Dec 30, 2024 they charged me $169.22 and $185.72. At check-in on Jan 6, 2025, I again asked about the student rate (20% off) and was told I was not eligible since I booked through a third party. This is when I did some research and found I had been deceived into booking through a 3rd party.I have talked to the company multiple times; they state they are proving a refund but cannot tell me the amount to be refunded nor how it is being calculated. I reserve the right, should there be lack of a sufficient response and a full refund, to file a complaint with my state's attorney general or any other party as needed to (a) recover these funds since they were procured through deceit and duress induced by this company, and (b) prevent others from being defrauded (via class action suit or other means) by this company which is operating in bad faith.

  

  Business Response

  Date: 01/10/2025

  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: 01/10/2025

   
  Complaint: 22791329
  
  I am rejecting this response because:

  You already communicated to me on Jan 7 that you were going to provide a refund. I have repeatedly called your company for details of the refund.  Each time your company has declined to provide any details on the refund as to amount or reason/calculation as to the amount refunded.

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

  

  Business Response

  Date: 01/17/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $42.31 for reservation #H10040570 and a refund of $58.60 for reservation #H10040563 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: 01/17/2025

   
  Complaint: 22791329
  
  I will accept the partial refund you have proposed as I have no further time to put into this. 

   

  To be clear, I am rejecting the methods you use online to deceive consumers into booking through your service and the additional fees you add onto your bookings. I have filed a complaint with my state attorney general's office to look into your business practices and also will file a notice with the *** for cybercrimes.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/09/2025

  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.

  January 8 2025 called to book a room at Super 8 Motel. Phone Number online appeared as number for Super 8 Motel. Person answering phone said they were "the booking line" when I asked if they were super 8 motel and asked if I wanted to book a room.- Person that answered phone said they needed credit card payment first for $110.- I gave credit card and they said they attempted 4 times but card was no good and charges rejected, and asked for 2nd card.- I provided number for 2nd credit card and card was run 2 times and then they confirmed it was ok for $110.I Checked in January 8th about 9pm and checked out today January 9th about 10:30am and was given receipt by Super 8 for $57.49 paid in full no balance owing. This was strange to me because they told me $110 on phone.- I checked my charges on my credit cards and there are 4 charges of $121 on 1st card and 1 charge of ****** and one charge of $178.75 on 2nd card all to this company.- I called for refund and they said they would look into this but we have not heard back and charges that were pending have now completed on cards. they took 6 charges all over the cost of the room for 1 @ $51.80 pls tax - I did not authorize these charges. Total overcharged and owed to me $752.98

  

  Business Response

  Date: 01/10/2025

  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: 01/10/2025

   
  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:01/08/2025

  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.

  Dec 19 2024 booked thinking it was through the hotel. Cancelled within minutes after finding out it was a third party. Received email saying canceled. Spoke to them, they said its in process. It's now January 8th 2025 and nothing yet.

  

  Business Response

  Date: 01/09/2025

  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: 01/14/2025

   
  Complaint: 22786732
  
  I am rejecting this response because:  while they noted they were looking into it, it is now 4 business days later and there is still no update and no refund.  I have the documentation that the reservation was CANCELED and have sent that and they are NOT refunding my money.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/21/2025

  Still no resolution.  No refunds, no one has contacted me.  Nothing.  

  

  Business Response

  Date: 01/21/2025

  Good Evening *****, 

  We greatly appreciate your patience! I am pleased to inform you that a full refund of $534.03 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:01/07/2025

  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.

  When I contacted the customer service team to cancel my booking, I was informed that I would need to file a refund request through the Refund Protection Plan, which I had purchased as part of the booking. At that point, I informed the representative that I would prefer to cancel my cancellation request and keep my original booking to avoid risking the possibility of not receiving the refund.However, I was told that my booking had already been canceled and that it was not possible to reinstate it, even though this was within the same call. I was given no other options by the representative, leaving me no choice but to proceed with the refund request. Now, the refund has been denied, and I feel that I was misled at multiple points during this process.Key Points:The customer service team failed to provide me with the option to reinstate my reservation, even though I requested it during the same call.I feel I was left without a fair solution, as I was forced to rely on a refund policy that has now been denied.Request:I respectfully request review this transaction.

  

  Business Response

  Date: 01/07/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22780874
  
  I am rejecting this response because:
  Heres a polished and professional response in English:
  
  Dear [Better Business Bureau Representative],
  Thank you for your response and for addressing my concern. However, the date of my reservation has already passed, and unfortunately, there is no longer a way to resolve the matter through the reservation itself.
  At this point, the only viable solution would be a full refund of the amount paid. I trust that your assistance will help facilitate this resolution promptly. I appreciate your continued support and professionalism in addressing this matter.
  Please let me know if further details are required.
  Best regards,
  
  **** ****** ******* *****

  

  Business Response

  Date: 01/28/2025

  Greetings,

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

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

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
  2. MUST state cardholder dropped or withdrew the dispute
  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of 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:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found their number online, called, & explained I wanted a 1 night reservation in *********. The *** selected the place, told me this looked like a nice place, clean, with amenities. I booked a reservation for 1 night (8/22/24) for $ ******. When I arrived, I discovered they had booked me at the dirtiest MoteL I have ever seen, where a 1 night stay costs $63.96. I called back, was told they had to speak to the motel staff, watched the motel staff confirm to them on a separate call, then called back again & was told I would receive a full refund in 2-10 business days. I had to find a room elsewhere. I did not receive an email confirmation of the refund as promised. I disputed the charge with my Discover card, to no avail due to "fine print" that I was not provided.

  

  Business Response

  Date: 01/07/2025

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  

  Business Response

  Date: 01/10/2025

  Good Morning *****, 

  We appreciate your patience! I am excited to inform you that a full refund of $120.45 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: 01/10/2025

  Good Morning *****, 

  We appreciate your patience! I am excited to inform you that a full refund of $120.45 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: 01/10/2025

   
  Complaint: 22780584
  
  I am rejecting this response because: it did not acknowledge or address my complaint.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/13/2025

  Good Evening *****, 

  I come bearing happy news! I am pleased to inform you that a full refund of $120.45 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 fee to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 01/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/07/2025

  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.

  I searched for a hotel in ******* via the internet and mistakenly called Hotel Lodging although I did not initially know that at the time of booking. However, I asked the representative if I was calling the hotel to which he replied yes, Im at the hotel. I then asked for the cancellation policy to which he replied it was completely refundable 3 days prior to the reservation. I gave the representative my credit card. It was not until later that day I realized it was a booking agency. I called & cancelled my reservation the same day. It was not until I disputed the charge with my credit card company that I became aware that I was completely misled by the representative and there was a non refundable booking fee. I received a partial refund from my cc company. Im am disputing the balance directly with Hotel Lodging. I have provided all info requested but they keep pushing my claim off stating I need to provide info from my cc company, which I have repeatedly provided. Ive been told I only have a few weeks to dispute & they seem to keep pushing this off so the time expires without resolution.

  

  Business Response

  Date: 01/07/2025

  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. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 01/08/2025

  I have emailed the person who responded from the Hotel Planner with the requested information. The email was sent this morning to ******* *********. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22779266
  
  
  I have emailed the person who responded from the Hotel Planner with the requested information. The email was sent this morning to ******* *********.
  
  Sincerely,
  
  *******

  

  Business Response

  Date: 01/09/2025

  Greetings ******,
  
  The itinerary number provided seems to be incorrect. Would you be able to double check the itinerary number and provide the correct one? Feel free to escalate it to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles