Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 651 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction: 6/24/24 booked 6 rooms for 4 nights $12861.96 1/29-2/2/2025 Change Dates: 7/3/24 Called to change dates to 1/27-1/29, 2025 . **************** advised no way to change dates. Would need to cancel, they will send a voucher in 24 hours then rebook.Voucher Recieved: 7/3/24 Voucher was only for 1/2 of the amount $6430.98 Rebooked: 3 rooms with new dates 7/3/24 $6347.38 Voucher Follow Up: 7/4/24 Called **************** second half of voucher. Sent another to escalation team- Phoned 3 times No supervisor available.Voucher Follow Up: 7/8/24 Called **************** second half of voucher. Sent another note to escalation team. No supervisor available.Voucher Follow Up: 7/11/24 Called **************** second half of voucher. Sent to escalation team Called 7 times No supervisor available.Escalation Team Emailed: Reservation Non- Refundable and I should not have canceled. Will not refund.Called Hotel: 7/11 Was told to call back when reservations team available Voucher Follow Up: 7/18/24 Called **************** second half of voucher. Sent to escalation team No supervisor available.Hotel *********** Emailed: 12/23/24 canceling reservation for the remaining 3 rooms Called ****************: 12/23/24 Called **************** wanted to give me another voucher. I said no I want a full credit back on credit card (attached). Sending to Escalation team Called ****************: 12/23/24 No supervisor available.Responded to email 12/23/ asking for full credit on my credit card.
Business Response
Date: 12/27/2024
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: 12/27/2024
Complaint: 22725374
Subject: Request for Full Refund Due to Invalid Reservations
Dear HotelPlanner.com Team,I am writing to formally reject your response regarding the reservation issue.
Unfortunately, due to numerous mistakes made by HotelPlanner.com, I no longer have any trust that any reservation made through your platform will be valid. My party will be traveling from the ** to *******, and we cannot afford to take the risk of arriving in another country to find our reservations are invalid.
The dates for this trip (January 2731) are not flexible, and with most hotels sold out for these dates, your errors have left us with no reservations at the last minute. To make matters worse, securing alternative lodging now will cost 30% more than when I originally booked the rooms on July 3, 2024. This situation has caused significant inconvenience and financial strain.
Given the circumstances, the only acceptable solution is for you to refund the full amount paid for the reservations that were not properly secured.
I expect prompt action on this matter and a full refund of all funds accepted for services and rooms that were not provided.
Thank you for your immediate attention to this issue.Business Response
Date: 01/04/2025
Greetings,
Thank you for your patience! This was escalated to my supervisors and they are working hard to find a resolution to your inquiry, as soon I hear back from them I will let you know. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!Kindly,
******* PlanellesInitial Complaint
Date:12/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went ahead and was looking for a hotel last minute I was getting off the road and my husband were driving all night so we stopped off around 7 pm. I thought this place was the hotel because they answered the phone stating this is Imperial reservations. They totally stole from me they charged me $127 and the hotel I went to had no idea how they charge me that because it was $62 on there in not to mention I asked for a king size bed room and they gave me a double bed in a horrible area I had to change rooms three times I ended up having to give them cash also to make it a king size bedroom so they took $127.72 from me and then the hotel took ***** from me which was supposed to be my "deposit". My husband and I were so tired from driving we didn't want to deal with it we sat there and fought with him until around 9:00 p.m. over $***** and he upgraded the room finally after I agreed to giving another ***** so it came out to almost $200. Not to mention they said I could have a dog and then the hotel in the morning tells me that we weren't allowed to have the dog mind you this dog that we have is a service dog. Also the hotel said I booked with Expedia they had no idea who these people were I don't know what kind of place this is or booking places is but they steal your money. I have no idea where my money went for this hotel because they had no recollection of this I showed him receipts emails it didn't matter the hotel would not favor it. So now I've had to send screenshots of the receipt to them and do all this work to get my money back and they said once it's approved quote on quote that they would refund my money in 2 to 12 business days. Horrible experience with them they need to give me my money back immediately I would not recommend going through them make sure when you're booking that you're booking with the actual Hotel.Business Response
Date: 12/23/2024
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: 12/27/2024
Greetings,
Thank you for your patience! I am pleased to inform you that this was escalated and a refund of $30.00 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: 12/30/2024
Greetings,
Thank you for your patience! I am pleased to inform you that this was escalated and a refund of $30.00 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 01/10/2025
Complaint: 22721087
I am rejecting this response because:
Sincerely,
******* ******Customer Answer
Date: 01/14/2025
******* *********, I don't see how this matter is closed.
$30 was not the correct amount, this company stole my money which in fact was $187.33 after everything said and done.
So how is a $30 reimbursement make this matter closed?
The troubles myself and my wife had to go through with this company is unexplainable and tye best the BBB can do is get me a $30 refund? Would you be satisfied being short $157.33 ?
This is absolutely unfair and I am not satisfied with the outcome.
This company took money from me that was not authorized.
Please look further into this and help me get back what belongs to me.
******* ******
Business Response
Date: 01/15/2025
Greetings,
Thank you for your patience! I am pleased to inform you that this was escalated and a refund of $30.00 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,
******* *********Business Response
Date: 01/16/2025
Greetings,
I'd love to help clarify! Please be advised the refund for $30 was made as a courtesy for the price difference, the hotel confirmed no further refund can be issued since the reservation was fully utilized. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:12/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
************* has stated they refunded our money to *********** credit card and *********** is saying they have no record of the refund. Hotel Planner has refused to speak with us regarding proof of this refund. They only state the refund was made.Business Response
Date: 12/23/2024
Greetings,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* PlanellesCustomer Answer
Date: 12/24/2024
Ive included 5 files for ***** ********* and included in the file is his reservation and dates of his stay, along with the refund from Super 8 to *************. Ive made several attempts in reaching a supervisor at ************* only to be told I will receive a phone call and never have until last week from a man named *** who said theres nothing he can do to provide proof of a refund to the *********** card. Ive waited hours to speak to someone at this company only to be told theres nothing that can be sent to us to prove the refund to place. *********** continues to say they have not received a refund from this company and I had fill out a multi page complaint with them to start an investigation case which I have submitted. Please provide a refund to ***** ********* account and contact *********** immediately regarding this refund.
Hotel Planner told months ago this case was escalated to the escalation team. Emails attached have been sent to Mr. ********* stating this but further action has taken place. Mr. ********* is an elderly man who does not use his cell phone for transactions or communications, only email is acceptable. His email is ************************* I can be reached at ************ and I am assisting him as his POA.
Sincerely, ****** *****Customer Answer
Date: 12/30/2024
Complaint: 22716111
Ive included 5 files for ***** ********* and included in the file is his reservation and dates of his stay, along with the refund from Super 8 to Hotel Planner. Ive made several attempts in reaching a supervisor at ************* only to be told I will receive a phone call and never have until last week from a man named *** who said theres nothing he can do to provide proof of a refund to the *********** card. Ive waited hours to speak to someone at this company only to be told theres nothing that can be sent to us to prove the refund to place. *********** continues to say they have not received a refund from this company and I had fill out a multi page complaint with them to start an investigation case which I have submitted. Please provide a refund to ***** ********* account and contact *********** immediately regarding this refund.
Hotel Planner told months ago this case was escalated to the escalation team. Emails attached have been sent to Mr. ********* stating this but further action has taken place. Mr. ********* is an elderly man who does not use his cell phone for transactions or communications, only email is acceptable. His email is ************************* I can be reached at ************ and I am assisting him as his POA.
Sincerely,****** *****
Sincerely,
***** *****Business Response
Date: 01/03/2025
Greetings *****,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 01/03/2025
Complaint: 22716111
I am rejecting this response because: The reservation number H8729595
that the company keeps requesting is in every response I have given. Please BBB step in and demand this company be held responsible to refund the money that was given to them as a refund from Super 8. I have included my contact information in the attachments. Do they have the attachments I sent via BBB?Sincerely,
***** *****Business Response
Date: 01/06/2025
Greetings *****,
I'd love to help clarify! The refund of $993.44 was issued on 10/17/2024 back onto the card used to purchase your reservation, if you are having trouble seeing that refund please contact your credit card provider as this may be an error on their end. Please review the images attached showing the refund of $993.44 has been issued. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 01/08/2025
Complaint: 22716111
I am rejecting this response because: As I have stated before, *********** has no record of being refunded. If you read my emails and attachments you will see the issue lies with Hotel Planner.You have stated you attached proof of a refund but there are NO ATTACHMENTS. Where are the attachments?
You must send the proof of the refund to *********** and me. *********** made it very clear what happens when refunded and there is no refund from *************. You must refund this money immediately. Please send me your telephone number.
Sincerely,
***** *****Business Response
Date: 01/10/2025
Greetings *****,
The refund of $993.44 was issued on 10/17/2024 back onto the card used to purchase your reservation, if you are having trouble seeing that refund please contact your credit card provider as this may be an error on their end. Please review the images attached showing the refund of $993.44 has been issued.
Kindly,
******* PlanellesCustomer Answer
Date: 01/11/2025
Complaint: 22716111
I am rejecting this response because:the attachments provided do not include sufficient evidence of a refund to *********** credit card. There isnt any account numbers or name documented. The credit card company has not received anything from Hotel Planner. The attached picture of the amount has no other information proving whose account this! Again I want a phone call from ******* ********* and sufficient documentation of a refund I can submit to ***********. ************.
Sincerely,
***** *****Initial Complaint
Date:12/20/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 1, 2024, I made a reservation through Hotel Planner for the *********************, ********, ****, for 3 rooms, arriving December 4, 2024 and checking out December 5, 2024. Within 5 minutes of making the reservation, I called back to cancel the reservation. Since my card had already been charged, I was assured that I would receive a full refund within 10 business days. To date, 15 business days and several phone calls and emails later, I still have not received the refund of $567.24. 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 1, 2024 that my "refund is being processed," that that I should allow 10 business days. 15 business days have passed and I have not received a refund.Business Response
Date: 12/23/2024
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: 12/24/2024
Complaint: 22715513
I am rejecting this response because: The response received by the BBB was an auto-generated response that provides absolutely no resolution. It appears the BBB is experiencing the same issue that I am having. I have been told by this company for over a week that they will be "escalating" this issue. To date, there has not been a response from their escalation team. I am prepared to file a Complaint against this company in Small Claims Court should that become necessary. It is my hope that this can be resolved prior to taking this matter to Court.
Sincerely,
***** *******Business Response
Date: 12/26/2024
Good Evening April,
I come bearing happy news! I am pleased to inform you that a full refund of $567.24 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: 12/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Thank you for your assistance. I believe that if not for your assistance, this matter would not have been resolved. After many phone calls and emails, a report to the BBB and reporting fraud to my credit card company, 31 days later, the refund was received. I would not recommend this company. BUYER BEWARE! Thank you again BBB. I find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:12/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SCAM SCAM - shame on you We did want to use a hotel Planner or your services. We were calling the ********** in ***********, **. Your phone rep. ******* to be a part of the hotel. She assured us if we would purchase a refund reservation protection plan, we could cancel with no strings attached. When family emergency arrived today, we called and tried to cancel. It was at this point we realized we were dealing with a 3rd party and not ************ Now you say NO ******************** is dealing in a deceptive manner! Shame on you! Send me my refund!Business Response
Date: 12/20/2024
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,
******* *********
******************************************************************Initial Complaint
Date:12/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called a local hotel to reserve a room On October ******. I asked twice if this was the reservation desk at the exact hotel I wanted to book and was told yes it was (it was NOT) I have been burned by a second party booking agency before so felt I was being cautious. I proceeded to book a room after being told only 2 rooms left! (and this was not true!). I felt the one night rate very high-$367.75 for this location but felt pressured. I booked it for me and my daughter not knowing if she could make it and assuming if I had to I would cancel BUT never told of their non-refundable policy! I would have never booked it! After the phone call I checked with my daughter who had other plans so immediately called to cancel. I talked to several people who kept passing me off to someone else. I finally felt I had spoken to someone who could help solve this . I got an email saying my credit card would be refunded within 10 business days. Nothing was refunded. I called customer service a second time... same routine and result. Yesterday I called again still believing that someone would have the decency to credit my credit card and once again the same email . I am very unhappy with this company first for lying on several counts and not informing me of the cancellation policy and second for ignoring my request for a refund. Bad BusinessBusiness Response
Date: 12/19/2024
Hello *******,
We appreciate you bringing this to our attention! I am delighted to inform you that a full refund of $367.75 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 12/20/2024
I will accept the offer from Hotel Planner only when I see the credit issued on my Discover card.Customer Answer
Date: 12/23/2024
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:12/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22573053
I am rejecting this response because: Itinerary # H *******. Expedia agent booked this hotel Oct 8-11 WITHOUT MY PERMISSION. I did not authorize this and have never been to the hotel on that or any other date.
Sincerely,
****** *****Business Response
Date: 11/23/2024
November 23, 2024
Better Business Bureau
******, ****** & ******************
Complaint Department
RE: Expedia Case #*******
Thank you for taking the time to contact ******* regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ****** ***** (BBB case number ********) regarding the refund for their hotel reservation.
Upon further research, we are unable to find the itinerary related to the recent hotel bookings in Mr. ******* account. Therefore, we respectfully request that he provide us with the itinerary number of the reservation along with the email address used at the time of booking. The requested information will enable us to address his concerns appropriately.
If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Harrysha
Global Travel Resolutions TeamBusiness Response
Date: 12/07/2024
December 08, 2024
Better Business Bureau
******, ****** & ******************
Complaint Department
RE: Expedia Case #*******
Thank you for taking the time to contact ******* regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Thank you for forwarding the consumer rebuttal from ****** ***** (BBB case number ********) regarding the refund for their hotel reservation.
We could not find the details using the itinerary number shared by Mr. ****** The "Expedia Itinerary" number begins with a "7" and is a 14-digit number. Therefore, we respectfully request that he provide us with the correct itinerary number of the reservation along with the email address used at the time of booking. The requested information will enable us to address his concerns appropriately.
If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Harrysha
Global Travel Resolutions TeamCustomer Answer
Date: 12/09/2024
Complaint: 22573053
I am rejecting this response because:Hotel Reservation Confirmation - Itinerary Number: H9478031
Reservation Support
To me Tue, Oct 8 at 10:28 AM
Message Body
Thank you, your reservation has been completed.
We are looking forward to your arrival today! Below are your stay details and check in time. Your booking is pre-paid, but you will be asked to provide a credit card for incidentals. Enjoy your stay!
Hotel Bundle
Itinerary Number: H9478031
Status: Confirmed
Guest Name: ****** *****
Rooms: 1 room for 3 nights
Check In: October 8, 2024 (Tue)
Check In Time: 3:00 pm - 6:00 pm
Check Out: October 11, 2024 (Fri)
Check Out Time: 11:00 am
Hotel: ************** & Suites *********
*****************
****************************
*************---------------
I did NOT authorize this, and I have never been to this hotel.
This is the Itinerary number I received.
Please contact me if you need more information.
Thank you.
Sincerely,
****** *****Customer Answer
Date: 12/19/2024
The hotel booking in question was made by an Expedia agent over the phone without my consent.
The Expedia agent had my credit card number because I had tried to book at hotel in ************, ******* through Expedia. That agent found a room in ************, **************. She realized the mistake, cancelled the reservation and transferred me to a different Expedia agent who then booked a hotel outside of ******* without my consent.
Please inform me if you need any additional information.
Thank you.
*** Zucco
Customer Answer
Date: 12/19/2024
Booked a room for three nights WITHOUT consent. Charged $700. Never went to the hotel.Business Response
Date: 12/20/2024
Greetings,
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 our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.
Kindly,
******* *********
Customer Answer
Date: 01/01/2025
******* ********* -
Thank you for your patience and diligence.
I have no name to give you because I never spoke with anyone at the hotel. The booking was made over the phone - without my permission - through *******. An Expedia agent had my credit card and made the booking without my consent.
I never went to the hotel, and never intended to go there. When I tried to cancel, I was told the money was nonrefundable.
In simple terms, Expedia stole $690 from me.
Again, I appreciate your help. Thank you.
*** *****
Customer Answer
Date: 01/01/2025
Complaint: 22573053
I am rejecting this response because:An Expedia agent who had my credit card number made the booking without my consent. I never spoke with anyone at the hotel at any time.
In simple terms, Expedia stole $690 from me.
Sincerely,
****** *****Business Response
Date: 01/03/2025
Greetings,
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 our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.
Kindly,
******* *********Customer Answer
Date: 01/03/2025
Complaint: 22573053
I am rejecting this response because: The reservation was made by *******. Not the hotel. I never called or spoke with anyone at the hotel. An Expedia agent made the reservation without my consent.
Sincerely,
****** *****Business Response
Date: 01/09/2025
Greetings ******,
Please be advised that we did reach out to the hotel and requested a courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the hotel who approved your refund I will be happy to reach back out.
Kindly,
******* *********Initial Complaint
Date:12/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I boked a hotel through the HILTON RRESERVATIONS LINE. Unbeknownst to me, the booking was being done by ******* without my knowledge as apparently this is how they handle their booking without letting customers know. According to them, they have processed a refund since November which is a a false statement because the charge is still on my account. Correspondences attached.Business Response
Date: 12/19/2024
Hello *******,
Thank you for your patience! I am pleased to inform you that a full refund of $284.03 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 12/19/2024
Complaint: 22708003
I am rejecting this response because: it has been since December 10 that they have promiaed to effectuate th is credit. I will reach out to thebataff here to make sure the credit is applied first before accepting their word.
Sincerely,
******* ******-******Business Response
Date: 12/23/2024
Hello *******,
Thank you for your patience! I am pleased to inform you that a full refund of $284.03 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 12/23/2024
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:12/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was looking for a hotel in ************, **********. I found a website for *********** suites in ************. The site was run by Lexyl travel also known as Hotel planner. They charge me for the hotel $106.77 and for tax recovery and fees another $69.28 and refund protection $14.96 for a total of $191.01.I called them complaining about the high fees and asked for cancellation.They cancelled the hotel but refused to refund my money.They only refunded the $14.96 for the refund **************, they charge my credit card for $176.05 for absolutely no service.When I called the hotel, they told me the reservation is canceled and refunded but Lexyl technology took my money and refused to refund me.Please help.Business Response
Date: 12/20/2024
Greetings,
Thank you for your patience! After taking a deeper look into your reservations, I see that a voucher for the full amount of $176.05 was issued to the email used to purchase your reservation and the voucher was used to purchase a separate reservation on 12/18/24. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Due to a cancellation of a hotel stay we were given a voucher that could only be redeemed through hotel planner. We reserved a room through the process and stayed at the hotel. When we checked out we were told that we had to pay for tue room because hotel planner had not paid. We gave the hotel all the information that we had and they communicated with hotel planner numerous times but have not received payment. We have had to pay for the room and hotel planner has ceased to reply to the hotel about the voucherBusiness Response
Date: 12/20/2024
Greetings ********,
Thank you for bringing this to our attention, I'd love to help! Please provide me with a receipt or a screenshot of the charges made to you at the hotel, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* Planelles
Customer Answer
Date: 12/20/2024
This is the receipt from the hotelCustomer Answer
Date: 12/30/2024
Complaint: 22701575
see attachment
Sincerely,
******** *******Business Response
Date: 12/31/2024
Greetings ********,
Thank you for bringing this to our attention, I'd love to help! Please provide me with a receipt or a screenshot of the charges made to you at the hotel, feel free to escalate it to me personally at ******************************************************************. I look forward to hearing back from you!
Kindly,
******* Planelles
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