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

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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:10/14/2025

  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.

  10/11/2025.I booked two rooms with the ************* in ****************. I need a handicap room for my brother with ALS. I was told they had one. So I booked two room. They did not have a handicap room available. So the agent lied to me. I had to rebook at another hotel. And they won't refund the money.

  

  Business Response

  Date: 10/15/2025

  Greetings,

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  

  
  

  Customer Answer

  Date: 10/15/2025

  I am not satisfied with this. I have called a few times today and got know where. You guys lied and need to fix this

  Customer Answer

  Date: 10/15/2025

  I am not satisfied with this. I have called a few times today and got know where. You guys lied and need to fix this

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 24013105
  

  
  

  I am not satisfied with this. I have called a few times today and got know where. You guys lied and need to fix this
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/20/2025

  Greetings,

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador

  

  Business Response

  Date: 10/20/2025

  Good Evening Austin, 

  Thank you for your patience! I am pleased to inform you that a full refund of $903.95 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: 10/22/2025

  Good Evening Austin, 

  Thank you for your patience! I am pleased to inform you that a full refund of $903.95 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:10/14/2025

  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 had called this business stating that I wanted to book a hotel reservation directly through the hotel to see if there was a cheaper rate. The person I spoke with asked me what I was going to be charged if I booked through ***********. He then became very adamant that I could not book through *********** at that price and that I could only book through him at a much higher price. I foolishly believed him so I booked through him. I then went and booked through *********** to see if he was telling the truth and he was not. I was able to book there for much cheaper. I immediately called what I thought was the same place, but was the actual physical hotel that I was booking. They assured me that they would cancel the reservation, but then apparently they did not. We have tried to talk with the hotel about the situation and it has been a big mess. We did not even realize that I did not book through the actual hotel until a couple of weeks ago because the guy i spoke with to book originally lied to me and pretended to be the actual hotel company. So after weeks/ months of fighting with the hotel and now this company and getting no where with a return, we are filing a claim.

  

  Business Response

  Date: 10/14/2025

  Greetings,
  
  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 24009695
  
  I am rejecting this response because:I have not yet received a refund from the company that I was supposed to receive months ago. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/20/2025

  Greetings Alyssa,

  As a follow-up related to your reservation for Itinerary # *********.  We are in the process of reviewing your reservation request. We will provide an update as soon as possible. We appreciate your patience regarding this matter. Feel free to reach out to me directly at ***************************** if you have any other questions or concerns.

   

  Best regards,

  **** *******

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 24009695
  
  I am rejecting this response because: I was lied to by this business and made to place a booking with them. I am now just receiving the same automated response from them and not actually resolving any issue. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/22/2025

  Hello,
  
  We apologize for the delayed response and appreciate your patience.
  
  Please note that we reached out to the property to request a courtesy cancellation on your behalf. However, the hotel advised that the penalty will not be waived, as the reservation was used. Unfortunately, since the decision to issue a refund is at the hotel's discretion, we are unable to proceed with a refund at this time.
  
  We want to assure you that we made every effort to request a refund. If you have the name of a staff member at the property who approved a full refund, we would be more than happy to follow up with them directly on your behalf.
  
  
  Kinds regards,
  **** *******

• Initial Complaint

  Date:10/14/2025

  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.

  We had made a reservation at the InterContinental Suites **************** which we needed extended by one day. By mistake I called ************** (Reservation Desk) by mistake instead of the *** website. They knew that I thought I was speaking with the hotel but did not identify themselves as a third party. They charged my card for the added Day $414.42 and told me the amount was fully refundable and inked it to my prior reservation (made through the *** website) . I askedWe ended up cancelling the entire reservation and rebooked it on the *** website at a substantially lower cost than Hotel Planners charged per night. Hotel Planners did not fully refundable me what they charged They issued a refund only for $377.42 vs the $414.42 they charged my card. They have significant up charges they do not disclose and mislead customers into thinking they are speaking to the hotel. This business is a total scam. I would like a full refund and do not want to pay them the $52 that they charged my card that they did not refund. I also want to warn others about using this fraudulent site. It is easy to click on them by mistake when you ****** IHG Cleveland. They do not tell you that you are not talking to the hotel but take advantage of customers.

  

  Business Response

  Date: 10/14/2025

  Greetings,
  
  Thank you for giving us the opportunity to review this for you. I'm pleased to inform you that a refund of $36.82 has been issued back to the credit card used for your reservation. This brings your total refund to $414.42, which reflects a full refund.
  Please allow 210 business days for the amount to appear on your account. If you have any questions or concerns, feel free to reach out to me directly at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,

  **** *******

• Initial Complaint

  Date:10/14/2025

  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 10/13/2025 on a website which appeared to be Home2 Suites (Hilton) I booked a room for $234. I then saw that I was charged $406.22 on my AMEX card. The company was not ******. The additional charges were allegedly for fees and taxes and an insurance policy that I did not request. I called (within an hour) the business several times and each time they gave me some phony story about the having to talk to the refund escalation department or the front desk. Then they made me cancel with only the potential of a refund. Of course, I soon was emailed by the escalation team who informed me I would not be getting a refund and in fact I had been charged refund insurance which I wouldnt be eligible for either. **** is monitoring the pending charges and is investigating. Very shady business in my opinion.

  

  Business Response

  Date: 10/14/2025

  Greetings *******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $396.60 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/29/2025

   
  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:10/13/2025

  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.

  On 6/20/25 I booked 4 rooms by phone with a hotel planners agent. I paid an additional fee to get cancellation insurance. I specifically told him the reason I might have to cancel( we were stuck at ************ and were trying to get another flight out and would cancel the reservation if we got a flight out that day) he told me I would get a full refund if I cancelled for that reason. I cancelled the reservation within hours and got a confirmation of my cancellation by e mail. I was then informed that my confirmation insurance did not cover that reason. I paid $1076 for the reservation by credit card. After extensive communication with hotel planners the ultimately reimbursed me $264.36. They will not respond to my attempts to contact them. The reservation number is H11711396 The case number is250622145109711 I have asked them to listen to my conversation with there booking agent since calls are recotded ****** *******

  

  Business Response

  Date: 10/14/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit of $264.36 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you.

  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. Please keep in mind that we made every effort to request a refund for your reservation. Kindly note that our ability to issue refunds is subject to the hotel's discretion. If you have the name of a staff member at the property who approved a full refund, we would be happy to follow up directly with them on your behalf.

  Kind regards,
  **** *******

  Customer Answer

  Date: 11/12/2025

   
  Complaint: ********
  
  I filed a complaint and got a response but due to illness could not reply before the code number used to respond expired. I would like to have you follow up Complaint # ******** The tesponse from the business and your response ignored the fact that this business misrepresented the refund ability of my reservation.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/12/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit of $264.36 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you.

  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. Please keep in mind that we made every effort to request a refund for your reservation. Kindly note that our ability to issue refunds is subject to the hotel's discretion. If you have the name of a staff member at the property who approved a full refund, we would be happy to follow up directly with them on your behalf.

  Kind regards,
  ******* *********

  Customer Answer

  Date: 11/14/2025

  The response from Hotel Planners does not address the main basis for this complaint. A phone gent for Hotel Planners assured me that my reservation was fully refundable if I paid an extra $95.59 for their Refund Protection Plan. (See attached) I only made the reservation because the agent assured me that my reason for possibly cancelling would be eligible for reimbursement. I cancelled within an hour or so of making the reservation and received conformation of my cancellation. (See attachment) the statement from Hotel Planners that they requested reimbursement from the hotel is inconsequential since all my dealings were through them not the hotel. Their agent fraudulently represented my reservation to be fully refundable. Since all calls are recorded this could be proven by listening to the recording of the call. Hotel Planners should be resposable for the conduct of their agents and make a full refund.

  Customer Answer

  Date: 11/17/2025

   
  Complaint: 24010889
  
  The response from Hotel Planners does not address the main basis for this complaint. A phone gent for Hotel Planners assured me that my reservation was fully refundable if I paid an extra $95.59 for their Refund Protection Plan. (See attached) I only made the reservation because the agent assured me that my reason for possibly cancelling would be eligible for reimbursement. I cancelled within an hour or so of making the reservation and received conformation of my cancellation. (See attachment) the statement from Hotel Planners that they requested reimbursement from the hotel is inconsequential since all my dealings were through them not the hotel. Their agent fraudulently represented my reservation to be fully refundable. Since all calls are recorded this could be proven by listening to the recording of the call. Hotel Planners should be resposable for the conduct of their agents and make a full refund.

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

  Customer Answer

  Date: 11/18/2025

  I have researched on various ai sites about hotel planners. There are numerous complaints about this company by consumers who experienced the same problems I did. They are notorious for falsely claiming reservations were refundable and then denying legitimate claims for refunds. It is up to some agency to stop this fraud by hotel planners.

  

  Business Response

  Date: 11/18/2025

  Greetings ******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit of $264.36 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you.

  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. Please keep in mind that we made every effort to request a refund for your reservation. Kindly note that our ability to issue refunds is subject to the hotel's discretion. If you have the name of a staff member at the property who approved a full refund, we would be happy to follow up directly with them on your behalf.

  Kind regards,
  ******* *********

  Customer Answer

  Date: 11/19/2025

   
  Complaint: 24010889
  
  I am rejecting this response because: this is the same response previously sent by hotel planners. The fact that the hotel will not issue a refund is meaningless. I made the reservation through Hotel Planners who assured me the reservation was refundable if I purchased their refund protection plan which I did. I did not make the reservation through the hotel. I did contact the hotel and spoke an assistant manager who said she could not help me since the reservation was made through a third party. It is Hotel Planners that is responsible for not the hotel.
  I researched Hotel Planners on line and found they have numerous complaints against for false claims of refundable reservations. Some agency needs to address the business practices of this disreputable company and demand they address my complaint and not just send the same response.

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

• Initial Complaint

  Date:10/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged me a $45 "Tax **************** charge on a one-night stay in an $85 motel room. The lodging tax in *******, ** is 2.5%. Even accounting for other taxes and fees, a 53% tax charge ($45 tax on an $85 stay) can't possibly be genuine. There are ongoing class-action lawsuits against Expedia and **************** for charging falsely inflated "taxes and fees", this is just another scammy and unacceptable practice.

  

  Business Response

  Date: 10/14/2025

  Greetings *******,
  
  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/15/2025

  Greetings *******,

  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/17/2025

  Greetings *******,

  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a credit has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/12/2025

  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.

  On August 31, 2025 I made a reservation for a "***************** (Bed and Breakfast)" room at ************** by **********************, **********************************************, through HotelPlanner.com by calling them which at the time I thought I was calling the hotel directly the way their telephone was listed under Embassy Suites' name. In any event, I made the reservation through HotelPlanner for a stay arriving at the hotel from February 1, 2026 and departing on February 3, 2026. HotelPlanner advised me that the cost for that reservation would be $821.99 under Itinerary Number H12552204 although when I received my credit card bill the amount posted was $837.97 which they never discussed with me when I initially made the reservation, but I accepted it because I saw from my printout of the bill, it was for their service fee. I was never told that I was not entitled to cancel my reservation or that there would be a penalty for doing so. Unfortunately, I did have to cancel this reservation on September 5, 2025 because of a sudden change of plans and was advised by **** from HotelPlanner that $650.83 would be refunded back to my credit card without penalty within 2-10 days. To date, the only amount that has in fact been refunded to my credit card is $187.14 on September 6, 2025, not $650.83. I was told that the hotel had to consent to the refund, however, when I called Embassy Suites directly, they told me it was HotelPlanner's responsibility to refund the amount due to me because I made the reservation directly with HotelPlanner not the hotel. I even supplied HotelPlanner with three names of individuals they could speak to at the hotel (namely, **** *., ***** or *********) to confirm this fact via e-mail dated October 10, 2025 but have yet to hear from HotelPlanner acknowledging they have done so. I would just like to receive my refund of $650.83 in all fairness.

  

  Business Response

  Date: 10/13/2025

  Greetings *****,
  
  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/13/2025

   
  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:10/11/2025

  Type:Order 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 am the ** of a hotel, and hotelplanner.com is showing our property on their website without our permission. We have no contract with hotelplanner.com, but it recently came to our attention that they are attempting to sell our rooms. When guests call, they pretend to be at our property and working with us. I have called them numerous times now, and when I inquire about their connection to the property, they hang up. They need to be shut down immediately.

  

  Business Response

  Date: 10/13/2025

  Greetings ***,
  
  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24004273
  
  I am rejecting this response because:

  We were given 10 days to receive an appropriate response from Hotel Planner, and they have not answered all our questions. They informed us that they work with suppliers who provide prepaid inventory for our property, but they have yet to inform us of who this supplier is or any other details. After making numerous calls ourselves, we found that their agents are falsely claiming to be the reservation department at our property and providing false information about the rooms at our property to potential guests, which could cause significant issues. Furthermore, some agents did not even know how to pronounce the name of the town we are located in, and they would frequently hang up on us when we asked questions about our property. Hotel Planner is being incredibly misleading to guests, and without question, this is happening to many, many other lodging properties, which is extremely concerning and negatively affecting numerous businesses. This is exactly the  

  Sincerely,
  
  Ben

   

   

   

  

  Business Response

  Date: 10/22/2025

  Greetings ***, 

  I'd love to help! Please provide me with the name and address for the hotel. I look forward to hearing back from you and assisting! 

  Kindly, 

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

  

  Business Response

  Date: 10/23/2025

  Greetings ***,

  I am writing to inform you that your property has been removed from *************. If you have anymore questions or concerns, feel free to reach out to me directly at ********************************************************.
  
  Kind regards,
  **** *******

  

  Business Response

  Date: 10/23/2025

  Greetings Ben,

  I am writing to inform you that your property has been removed from Hotel Planner. If you have anymore questions or concerns, feel free to reach out to me directly at ********************************************************.
  
  Kind regards,
  **** *******

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 24004273
  
  I am rejecting this response because:

  I have been in brief contact with two individuals at *************, and they are refusing to respond to my questions. They informed us that have a supplier that was providing them prepaid inventory for our property, but they will not divulge which supplier this is. To our knowledge, there is no supplier that is legally permitted to provide this to them, so this information is very important. If there is a way they can legally do this, we would like to know how they were doing it. Given that Hotel Planner was attempting to sell rooms at our property and giving false information to our potential guests, this situation needs to be explained. Without a doubt, they are doing the same thing with other lodging properties without their knowledge.

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

  

  Business Response

  Date: 11/01/2025

  Greetings ***,

  I am writing to inform you that your property has been removed from *************. If you have anymore questions or concerns, feel free to reach out to me directly at ********************************************************.
  
  Kind regards,
  ******* Planelles 

  Customer Answer

  Date: 11/01/2025

  Good afternoon, BBB.

  The company we have contacted you about is refusing to respond to our questions and simply responding by letting us we can contact **** *******. This individual is not responding to anything we send. Further action is required, and we would greatly appreciate your assistance. There is potentially illegal activity involved.

  Thanks,

  ***

   

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 24004273
  
  

  Good afternoon, BBB.

  The company we have contacted you about is refusing to respond to our questions and simply responding by letting us we can contact **** *******. This individual is not responding to anything we send. Further action is required, and we would greatly appreciate your assistance. There is potentially illegal activity involved.

  Thanks,

  ***

   

• Initial Complaint

  Date:10/11/2025

  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.

  Hotel Planner posed as the inter continental hotel. they did not identify themself as a third party and knew that we believed we were talking to the ********************** in *********. we were trying to change our reservation to an alternative intercontinental hotel in ********* closer to the ****************. they told us ( again posing as the actual hotel ) that they availability at the hotel we were seeking. Only after we cancelled our original reservation did they tell us there were no rooms at the hotel we wanted to book for the full 5 days. they asked for our credit card before telling us this they charged are credit card three times. we called back and.confronted them to refute the charge and tell them that they had defrauded us they credited us for two of the fraudulent charges but not the third. we have disputed the third charge with ****************. this is scam disreputable organization that needs to be called on their unscrupulous tactics and behavior they never disclosed they were a third party and that they were charging in a nonrefundqble way and at higher prices the. the hotel charges. please help us warn people and get justice for what they did to **

  

  Business Response

  Date: 10/13/2025

  Greetings *******,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $477.52 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
  
  Kind regards,
  **** *******

• Initial Complaint

  Date:10/10/2025

  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 booked 4 rooms with ***************** I called customer support and requested they cancel one of the rooms. The agent made a mistake and cancelled all of them. I discovered this quickly (within an hour) and called back. I was told they would not honor the original rate or original cancelation policy. I rebooked as I was concerned about losing ALL the rooms and escalated. They did offer 15% off (unclear what final price then actually was as not stated in the email despite me requesting it) but did not reinstate the cancellation policy. The new cancellation policy is more onerous than original one - I would forfit 100% of my money. I have yet to receive my funds from the first room canceled - I get vague assurances it will arrive eventually. I'm still stuck with this reservation with the onerous policy. I really want to wash my hands of this and fully cancel without penalty. I spoke with ****** and given the situation they agreed to not charge ***************** and would let me cancel without penalty - so now hotelplanning is reaching out to ****** to confirm this. I'm stuck in the middle of situation created by hotelplanning. Frankly given the emails and phone support - and the inability after 9 back and forth emails and 3 - 4 phone calls the whole operations seems shady. Every time I call they claim no record of any previous calls (I'm told rest assured we've recorded it!). The whole thing smells like a scam.

  

  Business Response

  Date: 10/13/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that all three of your reservations (H12917901- $1,742.80; H12941620- $450.64; and H12941815- $915.30) were fully refunded, and has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.

  Kind regards,
  **** *******

  Customer Answer

  Date: 10/24/2025

   
  Complaint: 24002001
  
  I am rejecting this response because:  The numbers provided do not add up to what I am seeing on my credit card statement.  Please note: Every communication I have had with this company via their customer support team has provided consistently inaccurate information. Below is what I am showing on my credit card - charges/credits.  This not include the original error that started this whole thing in which the entire reservation was cancelled [$1,742.80] - that sum was returned in full.

  I show a small balance still due of $7.99.  Please advise.  This has been a time sucking situation given the fact the error was made by the company and I've had to resort to BBB to get it resolved accurately.

  Payments
  Oct. 4 $458.63
  Oct. 4 $915.30
  Oct. 8 -$137.29
  Oct. 9 -$68.79
  10/13 -$326.99
  Oct. 13 -$54.86
  Oct 14 -$778.01
  Total owed $7.99

   

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

  

  Business Response

  Date: 10/24/2025

  Greetings *****,

  Im happy to clarify! All three of your reservations have been fully refunded to the credit card used at the time of booking. Please note that it may take 210 business days for the refund to appear on your account. If you have any questions or concerns, please do not hesitate to reach out to me at ********************************************************.

  Best regards,

  **** *******

  Customer Answer

  Date: 10/24/2025

   
  Complaint: 24002001
  
  I am rejecting this response because: the full amount was not refunded- I would like this to stay open until I am fully refunded.  The amounts returned so far are as follows below. Per the note from Hotel Planners - I should have received complete reimbursement within 2-10 days.  In fact, I'm still owed $7.99.  

  Payments
  Oct. 4 $458.63
  Oct. 4 $915.30
  Oct. 8 -$137.29
  Oct. 9 -$68.79
  10/13 -$326.99
  Oct. 13 -$54.86
  Oct 14 -$778.01
  Total owed $7.99
  
  Sincerely,
  
  ***** ******