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.
- 652 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:12/15/2024
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.
We booked a room for a marathon through a block provided by HotelPlanner. Two days before the event we decided to check the area for dining to find the hotel was closed due to a hurricane, and the reservation was cancelled. No refunds, no notification. When calling, their automated system STILL showed confirmed. The person on the other end said its cancelled and offered to try to find us a hotel at triple the rate but everything was booked up for the event. They said they could get back to us after escalating to a supervisor but we never heard back. And then we STILL received confirmation texts, emails asking us how we enjoyed our stay and an invoice. Not only could we not stay at the hotel we couldnt go to the event with no hotel, costing us hundreds of dollars. Terrible.
Business Response
Date: 12/17/2024
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: 12/17/2024
Complaint: 22689485
I am rejecting this response because: waiting for an update.
Sincerely,
***** *******Business Response
Date: 12/20/2024
Greetings,
We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $173.17. You should see the refunded amount reflected in your account shortly.
If there's anything else we can assist you with, please don't hesitate to let us know. Thank you for your understanding and patience.
Kindly,
******* *********
Brand Ambassador
************************************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:12/14/2024
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.
on 11/23/2024 a call was placed to ************ to make a hotel reservation, the person that answered the phone was asked specifically if this was the hotel directly, they answered yes. The reservation was made, then immediately a call was made to cancel the reservation. I was able to speak to the hotel directly, ******* who informed me that the reservation was made through a third party, Expedia. They were not able to do anything with issuing a refund, it had to be done through the third party. A call was then made back to the company. Ended up speaking to a *****, who told me that a refund request would be filed. They were called Hotel reservations. Could take up to 10 business days. On 12/10/24, received notice from credit card company that the request for refund was denied. Spoke with a **** on 12/14/24, who called the hotel directly and spoke with ***** who said they could not issue a refund and he then told me that he would put through a refund request again and that it would take 1 to 2 business days. The charge is for $406.07. It is completely ridiculous to be charged that much for a reservation that was literally made for 5 minutes. The representatives misrepresented themselves saying that they were the hotel. Had they answered honestly the reservation would have never been booked. I did contact expedia who does not have any record of this transaction. **** told me that he works for Hotel planner.Business Response
Date: 12/16/2024
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* Planelles
Customer Answer
Date: 12/31/2024
I've done everything that they asked in this email several times. This is a scam. They're trying to make it where it's not worth my while for me to keep following up. There is no reservation, I never stayed at this hotel, the reservation wasn't for 2 months (2/27/2025) from now and I've been chasing them for well over a month already. This was a total scam lead here by a bad ****** link. Discover Card provided ZERO fraud protection help and the claim was dropped 5 days from filing. This 90 to 120 Day game they're playing is so that the reservation will pass and they'll be able to say oh I'm sorry that room sat empty that night so you have to pay for it. But if I call the hotel right now they have no record of me having a reservation. Total scam. My wife even got someone on the phone that said they were going to reverse the charges and now they act like that conversation never happenedCustomer Answer
Date: 01/02/2025
Complaint: 22687386
I've done everything that they asked in this email several times. This is a scam. They're trying to make it where it's not worth my while for me to keep following up. There is no reservation, I never stayed at this hotel, the reservation wasn't for 2 months (2/27/2025) from now and I've been chasing them for well over a month already. This was a total scam lead here by a bad ****** link. Discover Card provided ZERO fraud protection help and the claim was dropped 5 days from filing. This 90 to 120 Day game they're playing is so that the reservation will pass and they'll be able to say oh I'm sorry that room sat empty that night so you have to pay for it. But if I call the hotel right now they have no record of me having a reservation. Total scam. My wife even got someone on the phone that said they were going to reverse the charges and now they act like that conversation never happened
Sincerely,
**** *******Business Response
Date: 01/03/2025
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* PlanellesInitial Complaint
Date:12/13/2024
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 Dec. 9, 2024 I clicked on a phone number link on my phone to what I thought was the ***********, *********. The number dialed was ************. I asked "Is this the *********** in ****?" The answer was "This is reservations. Do you want to make a reservation?" I proceeded to made reservations for two rooms, 3 nights each, for Dec. *****, giving all information requested including credit card info. I asked about the cancellation policy and was told the rooms could be cancelled up to the Dec. 26 date. Only after receiving a confirmation email did I learn there was a penalty of one night's room cost & taxes for any cancellation before Dec. 20 and after that the cancellation penalty was the full total for all 3 nights! Since the rooms were reserved for family coming from ********* and *************, and weather would be a factor, I tried to phone back and cancel the reservations immediately but could not reach a person; the recording said to contact the phone listed on the email for any changes -- that number was the actual hotel phone number. My wife and I went to the ********** itself and the clerk there was able to reach someone for us, and cancelled those reservations, understanding that the penalty would not be charged to us. (We then made reservations with the desk clerk, at much lower cost and that could be cancelled up to 24 hours before 6 pm hotel time on Dec. 26.) Checking our credit card transactions today online, we found that our credit card had been charged on Dec. 9 for the amount of $532/room, and credited later for $354 per room... so they DID charge the penalty amount of $178 per room. We claim that the online *** mis***resented himself as being AT the hotel, lied about the cancellation policy timing, and failed to tell us about the financial penalty. We noted that the confirmation email included in faint, almost unreadable print, words indicating the policies had been agreed to --- Wrong!Business Response
Date: 12/17/2024
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: 12/18/2024
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.
But WITH THIS CAVEAT - This morning we received 2 (two) text messages from phone #**************. The first said *********** reservation (H9920858) refund in the amount of $177,34 has been processed today. Please allow 2-10 business days for this to be visible to you." The second said the same for the second reservation. IF these came from the hotelplanner company, we are pleased and look forward to seeing that transaction showing on our credit card, online information.
Sincerely,
****** *********Initial Complaint
Date:12/12/2024
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 BOOK A ROOM FOR ******* IN BILLINGS MT ON DEC 4 THREW HOTEL PLANER WITH MINS AFTER BOOKING AND ARRIVING AT THE ********* I WENT TO ***** DESK AND THEY TOLD ME THEY WERE ALL BOOK UP WITH NO ROOMS AVAIBLE .. I REAL DIDNT LIKE THE LOOKS OR FEEL OF THE PLACE SO I SAID JUST CANCEL MY RESERVATION AND ILL GO ELSE WERE THE LADY AT THE ***** DESK SAID SHE CANCLED IT AND TURN THE MONITOR TO SHOW ME IT WAS CANCELED SO I LEFT AND WENT ELSE THINKING THAT I WASNT GOING TO BE CHARGED FOR THE ROOM THAT WASNT AVIABLE .. BUT AFTER GETTING HOME AND A FEW DAYS LATER GOING THREW TO CHECK TO SEE WHAT THE TRIP COST ME I SEE THAT I WAS CHARGED FOR A ROOM THAT WASNT EVEN AVAILABLE .. SO WRONG I CALLED AND SPOKE WITH A GUY NAME MED AT THE ***** SIX ************ IN BILLINGS MT WERE I WAS BOOK FOR A ROOM THAT THEY DIDNT HAVE AVAILABLE AND ASK WHY I WASNT REFUNDED AND HE SAID THAT I WOULD HAVE TO GO THREW HOTEL PLANNER TO GET A REFUND ... WHICH HOTEL PLANER HAS BEEN ON RESPONSIVEBusiness Response
Date: 12/13/2024
Good Morning *****,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $80.86 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:12/12/2024
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.
We made a hotel reservation for a best Western. Unknowingly to us this was a pass-through site. Without our knowledge, they also charge for trip protection. Unfortunately, were not able to do the trip however we cannot use the trip protection or get our money back. The actual best Western is not even aware of a reservation in our name. We are trying to get a refund on our credit card. Confirmation number255-11910572. Reservation number H9783532. The site is ************************. Also, Im curious if disputing discharge with my credit card company would be helpfulBusiness Response
Date: 12/13/2024
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:12/12/2024
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.
We have been traveling and noticed on our credit card a charge for a reservation we did not make in the amount of $405.36 on December 5, 2024. The credit card information detail shows check-in on Dec 5 and checkout on the same day, Dec 5, which is suspicious. It does not indicated what the hotel is. We called the number that appears on the transaction detail ************** and the person said they could not resolve the problem and that we would have to send an email to an address she would provide. It took a while for her to find the email address (again, suspicious) and told us to send a screenshot of the credit card charge to [email protected]. I asked for a ticket number and she said she could not provide one, and that I would get a ticket number that would be generated from that email address.We sent the screenshot of the credit card charge to the email address as instructed and got an automatic Zendesk response saying the request was received but containing to ticket number or any other information. The screenshot submitted is attached. After a day, since we did not hear back, we followed up by replying to that Zendesk response but got no response or update. It seems like this is not moving towards resolution from what we can tell.We decided to search for hotelplanner.com scam and saw lots of complaints on ************************** with unscrupulous behavior from this company pretending to be a reservation agent from a hotel. We must have been deceived into thinking we were talking to a hotel agent because we never contacted **************** regarding any reservations. Whoever we talked to must have made this reservation without our authorization either by mistake or fraudulently given all the complaints we have seen out there. In either case, we never authorized a reservation and didn't stay in any hotel booked through this company.We want an immediate refund of the full amount charged.Business Response
Date: 12/13/2024
Good Evening,
I'd be more than happy to help! I have searched our system with the full name and email provided but I am having a hard time finding your reservation, 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: 12/13/2024
Complaint: 22678770
I am rejecting this response because:The fact is there is no reservation. Therefore, there is no itinerary number. We never made a reservation through your company and this is not a legitimate charge.
You have the name of the cardholder and the last digits of the credit card number in the attached screenshot of the credit card charge. Please provide a full refund of the amount charged.
Sincerely,
***** *********Business Response
Date: 12/20/2024
Good Morning *****,
Thank you for your patience! I was able to find your reservation and I escalated it to my supervisors, they reviewed the recording for this reservation and the reservation was accepted and requested. Therefore, the penalty will not be waived for this reservation. If you have any further questions or concerns, feel free to escalate it to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 12/20/2024
Complaint: 22678770
I am rejecting this response because:We never requested nor accepted any reservations from your company. We don't even know what hotel this is in reference to. Why would we make a reservation to a hotel we don't know about and didn't stayed in? And why does the charge show check in and out the same day? None of this makes any sense.
Please show the documentation proving we requested and accepted this reservation, otherwise we expect a full refund.
Sincerely,
***** *********Customer Answer
Date: 01/02/2025
I don't know why this complaint has been closed. The company has not shown any proof that we have authorized a reservation. Simply responding that she talked to a supervisor who supposedly listened to some recording should not be considered an acceptable response.
We let me emphasize again that we have never made a reservation with this company. We are being charged for something we never booked or ordered.
Please reopen the case.
Initial Complaint
Date:12/12/2024
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.
Fraudulent charge and misrepresentation of services: We made a room reservation with what we thought was the ******* in ********** and the room rate was different than the rate quoted in our team room block. We were required to purchase insurance that would allow a room cancelation or modification as we were told by a team member of Lexl Travel LLC. At no time, even when we specifically asked, were we told this was a middleware company reselling room reservations. We were led to believe we were speaking with the hotel directly. A request to modify the reservation and remove day one of a three day stay resulted in a new price that was more than the $695.57 we paid for a three day stay-which we respectfully declined. We requested a supervisor to discuss the matter and we were told that an email is the only way to request assistance and it is company policy that they can not transfer us to billing departments or a supervisor. Therefor, we started a ticket and provided an email address and have not received an email response yet. A follow up call was placed to Lexl Travel Tech. LLC with the same outcome. A second ticket was created. I sent a follow up email regarding each phone call to summarize our request with no response from Lexl Travel LLC. The last conversation with ********* at Lexl Travel he contacted the hotel to cancel the first day of our stay and said once it's cancelled, we can call back and ask for a refund of this one day cancelation. We were not explained of the cancelation policy and we were not sent a copy of this policy. We WERE told the insurance would allow cancellation and modifications. I'm requesting a credit of 1/3 of the cost of the stay for the cancelation of on night of a three night stay in the amount of $231.86.Business Response
Date: 12/13/2024
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: 12/19/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $213.69 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 12/30/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $213.69 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,
******* *********
Customer Answer
Date: 12/30/2024
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:12/11/2024
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.
On Friday December 6th 2024 I call the local phone number for the Hyatt Regency in *******/**************. I followed the prompts to the reservation line, and taken to whom I assumed was an employee with *****. I booked a 1 Bedroom King suite on behalf of one of my residents ****** and ***** ***** who needed to be in hotel from December 9th - 13th. The reservation was confirmed and my hotel room booked. After booking my room, I contacted the same phone number and spoke with a lady at the front desk to confirm my reservation. The front desk had NO record of my reservation and had no information regarding the booking provided to me. I called back and pressed the reservation line to speak with someone again. The told me they would contact the front desk and find out what was happening. They returned to tell me that the hotel had no confirmation and no room available for me. Even though I was just sold one hours earlier. I was then told I couldn't cancel my reservation. So first I was charged $1000+ for a hotel room that didn't exists and now I am being told I can't cancel the reservation. I was told by someone at ************* that they would escalate my case and that someone would be reaching out. I was then sent an email confirmation for my new voucher to use with the same company that just provided me with a fraudulent hotel booking. We then reported this to *****, and the reservation number for the hotel magically changed from ************* to ****** actual reservation line. This entire experiences has been one fraudulent act after another. I would like my entire reservation refunded back to me since the only service provided was to a hotel with nothing available.Business Response
Date: 12/13/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a voucher for the full amount of $969.92 was issued to the email used to purchase the reservation (**********************). To make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher
option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookingsKindly,
******* Planelles
Customer Answer
Date: 12/13/2024
Complaint: 22674267
I am rejecting this response because: I was sold a fraudulent hotel room, and am now being given a voucher to use with the same fraudulent company. That isn't acceptable. All money/funds needs to be returned.
Sincerely,
**** ******Business Response
Date: 12/23/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a voucher for the full amount of $969.92 was issued to the email used to purchase the reservation ****************** To make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher
option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Kindly,
******* PlanellesCustomer Answer
Date: 12/30/2024
Complaint: 22674267
I am rejecting this response because: This is the same result as the first time. Being issued a voucher to the company that just commited fraud isn't acceptable. I will be filling a fraud report with my credit card company the end of the week if this isn't credited back by 1/3/2024Again, the company is a third party vendor, that had NO right making reservations on behalf of the ***** organization. Which Hyatt has admitted too. When reported to Hyatt that this was happening Hotel Planners ability to make reservations was immediately removed from their phone line.
When I spoke with both **** at hotel planner they stated they would need to confirm the cancelation policy with the front desk and they confirmed the policy could in fact be cancelled.
Hotel Planners sold me a hotel room that didn't exists.
Hotel Planners then told me I couldn't cancel my reservation, even though the room didn't exists.
Hotel Planners is now providing me a credit to use for their same organization after I was sold something that wasn't available and never existed.
This entire process has been a Joke. Please refund my money or I will be filing this is fraudulent activity.
Sincerely,
**** ******Initial Complaint
Date:12/11/2024
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 was on 11/20/24 with what I thought ****************. I explained that I needed a refundable room because I have a family member this is a fall risk and often need this to cancel at last minute. I have tried to use the refund link to which there is no end result. I have called and spoke to 2 different customer service reps. *** said the hotel and reservation states non-refundable and would need to file claim with insurance to get a partical refund. Called again because I did not see a way to file the claim. The second ****** said his supervisor approved a refund and I would receive notice with in 10 business days. I have had no response or a even a claim form to file for the refund. The reason I needed the refund my husband is an amputee and developed an infection at his incision area and the ** did not want him traveling. As you can see from the orginal reservation the cancellation insurance was purchased to allow for a refund. This company should be turned into the *********************** for mis-representations or non-disclosure as a 3-party provider as many of these complaints seem to be the same. Calls made directly to a hotel number, make the reservation the whole time being told you can get refund only to go through the hassle of dealing with Hotelplanner.. This is such a scam and the ******** should be notified of this company's fraudulent activities.Business Response
Date: 12/12/2024
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: 12/13/2024
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $635.86 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: 12/16/2024
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $635.86 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: 12/26/2024
Complaint: 22671963
I am rejecting this response because:The refund stated it would be received with in 10 days and this has not been received into my cc account
Sincerely,
**** *****Business Response
Date: 12/26/2024
Greetings ****,
A full refund of $635.86 has been issued back onto the card used to purchase your reservation on 12/13/2024. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************.
Kindly,
******* *********Initial Complaint
Date:12/10/2024
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.
On line it saids quality inn not hotel planner i called and I asked the lady who answered if I was speaking with the hotel she said yes. Come to find I wasnt. Under the what she told me I made a reservation for Sept 11 through the 14 2025. She was speaking so fast and I had a hard time understanding her. Finally she said my total I gave her my card number . After I was done with my reservation I hung up . Looked at my card information and was charged for the whole reservation usually hotels only hold your card information until you get there. I stayed st this same hotel last year. I was like oh no. I called back and cancelled when I found out I wasn't speaking to the hotel. I called back within 6.mins. and they are trying to charge me one night stay and taxes for me to cancel. I said no I want my whole amount back. I called support I got the same answer from them. They talk like they are reading from a script. Said a supervisor would call me back. Nope I said I wanted on the phone and a man get on the phone and tells me they will be charging me one night stay and taxes and it will take up ti 10days if not more to se any refund. I said no I would like all my money back. ******. He said they would have to get back to me about that. They lie to you get you to make the reservation and charge you tons of fees. This company is a scam and fraudulent takes people money with their lies. I would like my money back full refund.Business Response
Date: 12/12/2024
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: 12/13/2024
Complaint: 22668078
I am rejecting this response because:
Sincerely,
******* ********* i appreciate you getting back to me. But what you are saying to me i have heard from 4 different employees at *************. I need action of a full refund not words thank youBusiness Response
Date: 12/13/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $524.83 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
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