Complaints

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

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/05/2025

  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.

  website wasnt working to book the hotel. Called and they identified themselves as the hotel I was trying to book with and not a reservation company. The price increased over the phone and I booked a room in the barn family studio suites. When we arrived at the hotel, we were given a different room and said that it would cost more to book the room that we booked over the phone. The room was dirty, and we left immediately and asked for a refund. The lodging support promised a refund over email but it has yet to happen. Have been attempting to get a refund for over 3 weeks. Was told it was processed on July 12, but no refund has been completed. Full refund.

  

  Business Response

  Date: 08/05/2025

  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.
  
  

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:
  dispute was rejected. Need a full refund of $616.16. This was a very fraudulent transaction from the start and very alarming. Lack of communication after it was said that a refund would be given. 

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

  

  Business Response

  Date: 08/06/2025

  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.

  
  

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:
  It is a copy and paste of the initial response which I already rejected. The charge was posted back to our account. I want my money back for this incredibly fraudulent transaction and experience. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/12/2025

  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.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23701426
  
  I am rejecting this response because: its another copy and paste. Give me my money back. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/15/2025

  Hello ******, 

  I'd love to help clarify! Please keep in mind that your reservation was disputed on 7/28/25 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. If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

   

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:

  submitting a photo of the dispute being lifted on our credit card to the email provided because the upload will not work here. The room booked on the phone was not the one provided. The man on the phone identified himself as the hotel not a reservation site. This was a fraudulent transaction and needs to be fully refunded immediately please .
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/25/2025

  Hello ******, 

  I'd love to help clarify! Please keep in mind that your reservation was disputed on 7/28/25 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. If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:

  yes I have received that letter. A copy was emailed to you. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/25/2025

  Greetings, 

  I have seen the email where you provided the infromation needed, and I forwareded it to the correct department! We will make the request for the dispute review to be closed early, but we cannot promise approval. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:
  I will not be closing our BBB discussion until the refund is completed. This has been an awful experience And I need my money back. 

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

  

  Business Response

  Date: 08/27/2025

  Dear ******,
  
  This response pertains to your reservation for Itinerary # H11738342. We have provided the attached documentation for our merchants review to determine whether the dispute can be closed in our system. Typically, disputes undergo a 90-day review period. Based on current information this review is expected to conclude by September 17, 2025. By submitting this documentation, I hope to expedite the resolution process. Early closure is not guaranteed, and even with the provided materials, the review period may still take up to 90 days from the dispute start date. We will provide you with a status update as soon as we receive further details. Thank you for your patience throughout this process!
  
  Sincerely,
  ******* *********

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23701426
  
  I am rejecting this response because:

  resolution time is unknown. Still requiring a full refund. Thanks
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/04/2025

  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.

  Long story short I made reservations on July 7 for ********, ******** and I canceled them because of an emergency with my husband who ended up in the hospital. I was told that I would get a full refund on my credit card and they have yet to do it. I asked specifically if I would get the refund and I was told yes or I would not have canceled. I feel that this company is deceptive as they make you think that you are actually speaking to the hotel but youre actually not. I just need my refund and not the voucher. I was told I could get the refund. The company is hotelplanner.com.

  

  Business Response

  Date: 08/04/2025

  Greetings *****, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $633.36 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:08/02/2025

  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 7-23-25 around 6:30 PM, I contacted the hotel, Days Inn of ********, **, to make a reservation for 7-25-25 check in, 7-27-25 check out. During last part of call, my husband was not feeling well, and signaled end the reservation. I then asked the representative to cancel the reservation before getting off the phone with him. Unfortunately, it was after I gave home my credit card and he referred me to a cancellation policy he was going to email me and said I need to He said I needed call a different service number. Reservation number is H12084446. The reservation email stated it was non refundable and I was given the cancellation protection but denied it. Not true! Never once did he mention anything about protection or that it was a non refundable booking. At this point I realized I was not dealing with the hotel directly. I feel very misled by this third party who represented the hotel. Any business that does not allow a customer the opportunity to change their mind, in my opinion, borders on fraudulent and misleading practices. I did immediately call to have the full refund of $870.67 refunded, and after much persistence on my part, was told it would be escalated. The following morning 7-24-25, I contacted the hotel directly, spoke with front desk manager - *****, who said she received the request and has approved it, and allow time for refund to process. On 7-24-25 I also received email from Lodging Support saying my refund was in process and would take 2-10 business days to show up. It did not mention the amount of the refund. I am contacting you because I am not confident after 10 days that I will get the full refund back of $870.67. I have read other complaints about this organization where people are still not getting full refunds despite their escalations and approval from the hotel. This is a unique situation in that I was not given the chance to change my mind during the booking process, and this never should have been handled as a true cancellation.

  

  Business Response

  Date: 08/05/2025

  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,

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

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23691364
  
  I am rejecting this response because: please see attached email dated 9-24-25, from the organization in to regards to reservation H12084446, stating that a refund is being processed and to allow 2-10 business days for the credit to appear on my bank statement.
  It has not yet and today is the 10th business day. My concerns about the timeliness and confidence I will be getting the full refund of $870.67 is warranted.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/07/2025

  Hello ****, 

  I come bearing happy news! 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 

  Customer Answer

  Date: 08/12/2025

   
  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:07/31/2025

  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 a hotel in **********************. When I booked it I did not realize it was with a third party called Hotel Planner. The website I clicked on for the hotel says cancellation in full up to three days of arrival. I made the reservation and a few hours later I saw I was charged the full amount to my debit card. The hotel website said no charge til arrival. I then looked at my email and was charged for cancellation insurance, which I also never agreed to, I cancelled that and was refunded. I cancelled my reservation the same day I made it and was informed by the email I would be charged a one night fee for cancellation. This is not what the website said and I would have never booked if I thought there was a fee for canceling that far in advance. I called the hotel directly and they said absolutely not do the charge for cancellations prior to the three days before arrival. Ive called the hotel planner number and they keep telling me my refund is pending, but its been the ten business days and nothing yet. They keep telling me that is the hotel policy, but that is absolutely false as per their website and calling the hotel directly to ask their cancellation policy. Hotel planner is deceptive and should not be in business. I did not agree to their terms or the insurance and was only notified about it after I made the reservation, which I was charged in full for immediately. I would like my one night refund, as I did not know this, did not agree to it and the website shows a different cancellation policy. Hotel Planner only informs you after youve already booked the room and they have your money. H12012966 is the reservation number for *************** and Suites in *************. That is the Hotel Planner confirmation number. Arrival was August 12 with departure August 14. I believe there is no refund and they keep telling you that to appease you and until you give up. I am owed a full refund for this reservation cancellation as it is unethical

  

  Business Response

  Date: 08/04/2025

  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,

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

  

  Business Response

  Date: 08/07/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $466.11 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: 08/07/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $466.11 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:07/31/2025

  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 used Hotel Planner to book a reservation on-line on March 22, 2025. In order to do so I had to sign-up with Global Privileges. I was told there was a 7-month trial period to utilize the perks and after the trial period it would cost me $49.99 every month thereafter. Needless to say, $49.99 was charged to my account April - July. After numerous emails and phone call attempts, I finally received a response indicating I was not entitled to a refund for the other months. They said due to me canceling when they originally charged me back in March and reinstating it back, the free trial was no longer applicable, resulting in reoccurring billing. There wasnt any mentioning of this practice which I find deceptively interesting. I get charged during the free trial, instructed to keep the membership until after the 7 month trial and cancel if I didnt care to utilize it. Only to find out due to the original cancellation I would no longer be eligible for the free trial period, this is not honest business.

  

  Business Response

  Date: 08/05/2025

  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,

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

  Customer Answer

  Date: 08/05/2025

   
  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,
  
  ** *******

  

  Business Response

  Date: 08/07/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that  all of the charges have been refunded. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:07/29/2025

  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 have been dealing with Hotel Planner since May 11th. I cancelled a reservation within the allowed timeframe that I was given at the time of booking the reservation. They confirmed on the phone via recorded message and even a live person that my reservation was cancelled, yet every time I call in they say they are having trouble refunding me my money with excuse after excuse. I have wasted several hours trying to get my money back from them only to be tossed around from representative to representative and the only response that I continue to receive is that this has been escalated. They refuse to refund my money and keep making me jump through hoops.

  

  Business Response

  Date: 07/30/2025

  Hello *******, 

  We are currently working on your request! If you have any immediate questions or concerns, please feel free to contact me personally at ***********************************

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 08/08/2025

  Hello *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $2,055.09 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: 08/13/2025

  Hello *******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $2,055.09 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: 08/26/2025

   
  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:07/29/2025

  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 placed a reservation for a hotel room to stay prior to my friends funeral. I opted into the refund protection plan for $19.46 extra. The room cost in total was $219.04. I submitted a cancellation and refund request. It was impossible to chat with a person and/or get a person on the phone. It has blocked me from submitting documentation for a full refund. With no one to contact, Im out $219.04 and nothing I can do.

  

  Business Response

  Date: 07/29/2025

  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,

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

  Customer Answer

  Date: 07/30/2025

  They have since emailed me and said the plan refund policy is not applicable to me. I dont understand how that can be true. For one thing, I thought I was actually making the reservation with the hotel itself. Then when all of these additional charges were added I was so confused. I was upset because a sister had died and was trying to make a reservation to be with the family. I honestly thought it said you could cancel and that was why the extra money was spent. I thought it was unusual at the time. Then when I couldnt get in touch with anyone, my family said I had been scammed. I am 68 years old and just trusted this site to be the actual hotel site. What a mess. My daughter has since looked and saw where they have done this to others. Thats why I am reporting them. I dont actually know why I dont qualify for a refund except she said it happened before the reservation. What does that mean?! Yes, she died before I made the reservation. Thats why I was going to stay there. I tried to cancel before 24 hours was even up!

  

  Business Response

  Date: 07/30/2025

  Greetings *****, 

  Thank you for giving us the opportunity to review this for you! 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 *******.Planelles 

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23669689
  
  They have since emailed me and said the plan refund policy is not applicable to me. I dont understand how that can be true. For one thing, I thought I was actually making the reservation with the hotel itself. Then when all of these additional charges were added I was so confused. I was upset because a sister had died and was trying to make a reservation to be with the family. I honestly thought it said you could cancel and that was why the extra money was spent. I thought it was unusual at the time. Then when I couldnt get in touch with anyone, my family said I had been scammed. I am 68 years old and just trusted this site to be the actual hotel site. What a mess. My daughter has since looked and saw where they have done this to others. Thats why I am reporting them. I dont actually know why I dont qualify for a refund except she said it happened before the reservation. What does that mean?! Yes, she died before I made the reservation. Thats why I was going to stay there. I tried to cancel before 24 hours was even up!
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/31/2025

  
  

  Greetings *****, 

  Thank you for giving us the opportunity to review this for you! 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 *******.Planelles 

• Initial Complaint

  Date:07/27/2025

  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.

  Upon making my reservation on April 15, 2025 I paid extra to have a cancelation policy. After speaking to several people from HotelPlanner about the natural disaster my mother was involved in on July 4th in ************* and I needed to cancel, I received an email that said to respond above "this line." So I did. Nothing. I called again, nothing. I then decided to go through my credit card company, who was rejected by the Hotel because HotelPlanner is a 3rd party company. I was also unaware that HotelPlanner is not affiliated with the Suite I was choosing to stay at.

  

  Business Response

  Date: 07/29/2025

  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,

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

  

  Business Response

  Date: 07/30/2025

  Hello *****, 

  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.
  

  

  Business Response

  Date: 07/31/2025

  Hello *****, 

  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.

• Initial Complaint

  Date:07/26/2025

  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.

  On 07/04/25 I reserved 3 rooms on **************************************** a discounted hotel website through my employer. When I looked at the confirmation I noticed there was a problem with occupancy on my reservations. I booked 3 rooms, 2 adults each room for $2838.54. When the confirmation came over, it shows only 1 in each room.There is no phone number located on the website where I made the reservation. On my confirmation there is a chat option where I reached out to on 7/7& 7/8/25 with no ************* I had to use ****** to find a phone number, I was able to speak to an agent and she assisted me immediately. She also informed me that this is not the first experience like this she has had with this company.She submitted the issue with the company She said that she used the link on our website, searched Cancun, input their travel dates and 3 rooms and the number of guests. Then, she selected the hotel, ******************** All-Inclusive. She noticed that the number of guests went back to 1 each room. She changed it to 2 in each room and it refreshed and the prices stayed the same. At that time, she selected Book and reserved the rooms. When the confirmation came in, it only shows 1 per room. She called the resort and they confirmed the reservation is for one guest in each room. She took screenshots of everything.after multiple attempts once she finally received a reply from management they told her that I had to pay additional for my guests and they would refund half. In my opinion this is not a fair resolution This issue is not user error and 100% an issue with the system. I should not have had to pay an additional $1305 at check in due to a design flaw on their end, specifically highlighting false advertising. I could have booked with a different company. I provided them with all the evidence. The handling of this issue was very unethical. I simply requested that the price I was quoted $2838.54 when I booked to be honored with the correct guests.

  

  Business Response

  Date: 07/29/2025

  Good afternoon Jayla,
  
  After taking a deeper look into your reservation, I see that our team did share that the additional person would have to be charged on site due to the proximity of check in and that the reservations were nonrefundable. We also asked our team to authorize a 50% refund on the expense incurred from the hotel for the additional occupants.
  
  If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 08/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although I do not believe that it is fair, I am tired of this situation and will accept the offer.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/25/2025

  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.

  Booked hotel on days inn (woodward OK) website on 7-23-2025 for three nights starting 7-25-25. I didn't think it was a third party source.I called the hotel to cancel the appointment which they did. She told me to cancel with the service I had booked with. I didn't know I had.I found my confirmation email, clicked on the link to request refund. It went to hotelplanner.com. I requested a refund since I no longer have business in the area.They wanted documentation of why i wanted to cancel my reservation via pdf, doc or something physical.I sent a letter from the lawyer I was going to be working with that my services were not required this weekend and I would not be needing the hotel.They still refused and I can't find the email they sent telling me what I sent was not sufficient.Its $300 rounded up.Thanks,***** ********

  

  Business Response

  Date: 07/25/2025

  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, 

  ******* Planelles 

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23650594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/28/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $209.08 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. f you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles