Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

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

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

Customer Complaints Summary

1,163 total complaints in the last 3 years.
652 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/07/2025
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.
Hotel Planner misrepresented themselves as being the *************, *********, ***** and accepted the reservation of ***** Paradise, my wife, for July 19, through 29, 2024 for ***** and ***** Paradise as if it were being accepted by the Residence Inn. ***** wanted to make a refundable reservation and suspected fraud when the Hotel Planner representative asked for her credit card number since the Residence Inn already had this number on file from many previous stays that we had made at the *************, *************** then requested that the reservation be cancelled but the Hotel Planner representative advised that this could not be done as he'd already made the reservation. ***** than cancelled the reservation directly with the Residence Inn, *********, who confirmed the cancellation. We never stayed at the *************, ********* for the dates in question.We have unsuccessfully tried to recover our money from Citi Card and from **************.
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: 01/22/2025

Complaint: 22774521

I am rejecting this response because:
Hotel Planner did reimburse us for part of our claim, their reference H8876026, on January 10, 2024, in the amount of $1,698.24 but has not reimbursed us for $1,654.03, the balance of our claim, Hotel Planner reference H8875973. We think that Hotel Planner has had ample time to reimburse us for the balance of our claim;

Sincerely,

***** Paradise
Business Response
Date: 01/28/2025
Good Morning *****,
We appreciate you bringing this to our attention! I am pleased to inform you that a full refund of $1,524.45 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: 01/28/2025
Good Morning *****,
We appreciate you bringing this to our attention! I am pleased to inform you that a full refund of $1,524.45 for reservation #******* along with a full refund of $1,698.24 for reservation #******* has been issued back onto the card used to purchase your reservations, 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:

Dear Better Business Bureau,

Please be advised that our complaint against Hotel Planner,# ********, has been successfully and amicably resolved.

We want to thank you for your assistance in resolving this issue.

Sincerely,

***** and ***** Paradise
Initial Complaint
Date:01/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 22, 2024, I made a reservation through Hotel Planner for the ************** by ***************, Ca. It was for 1 room, arriving November 23, 2024 and checking out November 24, 2024. Upon our arrival the computers were down and my reservation couldn't be pulled up. The gentleman advised me to let him create a new reservation. I asked him if I would be refunded. He told me to contact the company, I emailed them and received an email stating that it was being processed. I spoke to several people since then at ************** in the ***********. They are never able to let me speak with a supervisor, and always say they are creating a ticket to escalate the issue. They assure me that I will hear back from someone. I never do. I have made over a dozen calls. I finally received an email stating that my refund was initiated on December 8, 2024 and that it should take 10 business days. I have not received my refund. Since my card had already been charged, I was assured that I would receive a full refund within 10 business days. To date, 20 business days and several phone calls and emails later, I still have not received the refund of $233.33 Hotel planner is not responding to my emails and their "escalation team" has not returned any of my phone calls. I have attached the email that I received from Hotel Planner dated December 8, 2024 that my "refund is being processed," that that I should allow 10 business days. 20 business days have passed and I have not received a refund.
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: 01/24/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $233.33 has been issued back onto the card used to purchase your reservation. 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 $233.33 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:01/06/2025
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 made a reservation through hotel planner for a stay at ****************************** . I had to cancel my reservation and did so within the time frame stated. They are refusing to refund my request. I am at my wits end with this scam of a company. Anything you can do would be greatly appreciated.
Business Response
Date: 01/06/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 01/10/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund 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
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund 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: 02/02/2025
As of 2/2/2025, I have not received the promised refund.
Thank you ,
**** ******
Business Response
Date: 02/07/2025
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
Business Response
Date: 02/10/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $3,592.30 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 02/18/2025
Greetings Mark,
Thank you for your patience! I am pleased to inform you that a full refund of $3,592.30 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:01/06/2025
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 November 9, 2024, I Googled Oglebay Resort phone number and found **************, which appeared to be Oglebays direct line. When I called, I specifically asked if I had reached *******, and the representative said yes. Believing I was speaking directly with the resort, I booked a two-night stay (December 810, 2024), explicitly requesting a two-bedroom chalet. The representative quoted me $625.61.Upon receiving my confirmation email, I noticed I had been booked into a standard room, not the chalet I requested. In addition, the breakdown showed about $100 in tax recovery and fees. Only then did I realize the email came from HotelGuides, rather than *******. My credit card statement later confirmed a charge from HotelPlanner, indicating I had unknowingly used a third-party service. Alarmed by these discrepancies, I contacted HotelPlanner to correct or cancel the reservation but was told any cancellation would involve a substantial fee, leaving me with little recourse.I feel misled not only about which business I was dealing with, but also about the type of accommodation I was supposedly reserving. Consequently, I am requesting the Better Business Bureaus assistance in obtaining a full refund of $625.61. I also believe HotelPlanner should be required to clearly identify itself at the start of all calls and accurately represent both the accommodations and any cancellation fees so that no other consumers endure the same confusion.
Business Response
Date: 01/06/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 01/06/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********

Business Response
Date: 01/08/2025
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: 01/10/2025

Complaint: 22774029

see attachment

Sincerely,

****** ***
Business Response
Date: 01/10/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $625.61 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: 01/15/2025

Better Business Bureau:

I have received the businesss response and I am satisfied with the resolution. The business has addressed my concerns and issued the refund I requested. I accept their response and consider this matter fully resolved.

Thank you for your assistance.

Sincerely,

****** ***
Initial Complaint
Date:01/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a **************************** for December 2nd and when I arrived they told me that I have double booked it.I told them that I hadn't and proceeded to contact the company which I thought was a central reservation for Hotel Cliques.I have sent and provided information about the booking to them and have received no money from them. The last e-mail from the was on December 17, 2024.I have called today and have asked that this be done immediately but am not feeling confident that this will happen.The. amount charged to my credit card was for $169.59 ***************************************************************************************** I have given them the statement information showing the charge and still have not received a response Itinerary #H9790005.
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

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,

******** Steenwinkel
Initial Complaint
Date:01/05/2025
Type:Customer Service 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.
H9861476 I made a hotel reservation on December 1, 2024. First, I thought I was booking my room directly through ********************** by *********************. but was actually through HotelPlanner.com, of which I was unaware until I saw the statement on my bank account. I have actually never heard of HotelPlanner and always book directly with a hotel. When I got the charge on my account, I was charged for my room upfront which I thought was strange, and then I noticed a ridiculous amount of "tax recovery" fee and a refund protection plan. When I went to cancel my reservation, I was told the reservation was nonrefundable which I have NEVER heard of for a reservation in JUNE and was booked in December. On December 6, 2024, I received an email from HotelPlanner stating I was going to be receiving my refund within 10 business days and would also receive an email with details. I have yet to hear from them, nor do I have my refund. I have contacted them three times regarding my refund and have not heard from them. I am expecting a full refund as I am NOT traveling to ************. If they are charging me with a refund protection plan, then I should 100% get my refund. They still owe me my money.
Business Response
Date: 01/06/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 01/10/2025
Greetings *******,
I have exciting news to share! I am pleased to inform you that a full refund of $973.74 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. Please don't hesitate to reach out to me personally with any questions or concerns, my email is ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 01/10/2025
Greetings *******,
I have exciting news to share! I am pleased to inform you that a full refund of $973.74 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. Please don't hesitate to reach out to me personally with any questions or concerns, my email is ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:01/04/2025
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 was planning a hotel stay and arranging the accommodation on the hotelplanner.com website 12/14/2024. After entering all the information for my vacation and my payment, the website froze up and would not confirm my purchase. After refreshing the page, I received an email receipt for a booking with the incorrect reservation dates. I immediately called the phone number provided on the receipt and spoke with an agent to cancel the reservation. The agent confirmed my cancelation and informed my refund would take up to ****************************** my bank account. On 12/17/2024 I called and spoke with an agent to reconfirm my refund, since I did not receive an email. The agent confirmed my refund was approved and would be in my account in 10 days. On 1/3/2025 I noticed that I had not been refunded and I called and spoke to another agent who said they would submit another ticket. As of 1/4/2025 i have not received a refund.
Business Response
Date: 01/06/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Customer Answer
Date: 01/08/2025

Complaint: 22767692

I am rejecting this response because:
As of today, I have not received a refund, or any promise of a pending refund.

Sincerely,

***** ******
Business Response
Date: 01/09/2025
Greetings *****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $578.22 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:01/03/2025
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 made hotel reservations in November online to a hotel Id never stayed at before for work through what I thought was a legitimate website of the hotel. I later discovered this was a third party, as the site address and site itself is extremely deceptive. Anyway, I had to call to cancel and rebook due to a change of date and this is when things started to feel very sketchy. They made me prepay in full for the original stay, so now I was trying to get a refund on that, and the stay had purchase protection (which is an absolute joke if you look at the small print, as any cancellable reason voids the trip protection.) The *** assured me they would get me a full refund, and she rebooked my trip while I was on the phone. Once again prepaying in full. I received an email from a support address (nothing relating to the actual hotel booking site) that my refund was processed in full. A month later, I STILL had no refund. I was also overcharged on my credit card for the subsequent change of date stay that replaced the original booking. The prepaid amount was different from the amount they charged my credit card and being a work expense, I needed matching receipts for reimbursement. Attempted to call the hotelplannner support line, was told I could only email about the dispute, to which Ive attempted multiple times to get a corrected charge and receipt. Its now January and I still have not heard anything back from them. I attempted to get a receipt from the hotel directly, which I did and was appalled to see the difference in price. This hotel planner site charged DOUBLE what the hotel had on file, and had emailed my hotel receipt to someone else. So Ive been (over) charged for TWO stays at this point. I finally gave up and filed claims with my credit card company. The initial stay looks to have finally been refunded, but still no word on the subsequent stay or a corrected copy of the recipe/adjusted charges. This place is a SCAM.
Business Response
Date: 01/06/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********

Customer Answer
Date: 01/06/2025

Complaint: 22761738

I got the response online for the BBB dispute regarding my case and given the companies lack of response in my month of trying to get an answer I dont trust them to resolve the issue if I pull the dispute with the credit card company. I would rather let the credit card company handle it so I suppose we would just have to close this case. If that is what needs to happen, that is fine and I will just let my card company continue to handle it.

Thanks so much,

***** *****
Initial Complaint
Date:01/02/2025
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.
In November 2024, my husband and I were leisurely driving from ******, ******** to *********** for the anticipated birth of our twin grandsons on ***********. We made a reservation at The ************** in ****** for Nov 19. On arrival the hotel said they had no record of our reservation. Regardless they had openings and we stayed the night. It was so pleasant we booked a second night (Nov 20) in person at the hotel. At 5:00 that evening we received a call telling us our daughter was going to have an emergency c-section. We got on the road for LA immediately. We told the front desk and they said they would tell Expedia (or whoever the 3rd party was that took the reservation) that it was ok with the hotel to refund the charge for night two. However, the upshot is we were charged $187.26 for Nov 19 and 20, despite the hotel telling the 3rd party reserver that a refund for the 20th was fine. AND $293.92 for ????? The entity who charged us has ********************** HTTPSHELP.LOD CA as the description on our **** bill. My guess is that entity charged us a second time for Nov 19 and 20 at a higher nightly rate. Their communication with me indicated that they (Hotelplanner, I think), would issue us a voucher, which I refused to accept. We believe we should receive a refund for $98.60 for Nov 20, as approved by the hotel and a refund for $293.92 charged by the 3rd party involved. When I made the initial reservation for Nov 19, I believed I was talking directly to the hotel. This situation is outright theft and cant be allowed to slide by uncorrected.
Business Response
Date: 01/03/2025
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: 01/04/2025
Good Afternoon *****,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a full refund of $293.92 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: 01/08/2025
Good Afternoon *****,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a full refund of $293.92 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 01/10/2025
Hello *****,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $293.92 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 please don't hesitate to reach out to me personally, my email is ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 01/10/2025
Hello *****,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $293.92 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 please don't hesitate to reach out to me personally, my email is ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:01/02/2025
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.
H9880582 On December 3rd, I booked a hotel room at ************ Arte from April 9th to April 16th 2025. I updated the booking website for 2 adults and waited for the page to reload. I checked out for $4940.35 USD (C$7000.13 CAD), On the invoice I saw that only 1 adult was included. I immediately called their support phone number to resolve this. The agent asked me to wait while he resolved it, I was instructed that he would escalate the case to his escalation department. I was instructed that the escalation department would call me back as soon as possible. A Zendesk ticket (*******?) was created and I waited for the escalation team's response. On December 5th I reached out via email responding to the Zendesk ticket (as instructed in the email). I recieved a response within the same day: I was informed of the new price and asked how I would like to proceed. I informed them immediately to cancel my stay. On December 9th After not having heard about this, again I reached out again. No response. On December 11th I called them and was told that they would cancel my hotel stay, I recieved the text and email indicating that my stay was cancelled and funds would be returned to my credit card within 3-7 business days. On December 18th after no return had been made to my CC, I called in again. I was told that they would again escalate this ticket and have it processed.On December 19th they updated the Zendesk ticket indicating that they would be reviewing the matter. Still no refund on my CC. I have had no response since then. I would like my return processed as soon as possible it has now been 30 days since my hotel booking and 27 days since my initial cancellation request. Additionally it has been 21 days since my booking cancellation confirmation and I was informed that my funds would be returned within 7 business days.
Customer Answer
Date: 01/02/2025
Uploading the email history of the Zendesk ticket (*******?)
Business Response
Date: 01/03/2025
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: 01/03/2025

Complaint: 22758750

Uploading the email history of the Zendesk ticket (3299165?)
Sincerely,

***** ******
Business Response
Date: 01/04/2025
Greetings *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $4,845.82 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
Customer Answer
Date: 01/05/2025

Better Business Bureau:

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

Sincerely,

***** ******

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