Complaints

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

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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

• Initial Complaint

  Date:12/10/2024

  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 hotel rooms with this company for a family wedding we were attending. The wedding was in October and I booked in March. I booked 2 rooms and with the booking was sold a refund policy that I was lead to believe would allow me to receive a full refund if for any reason the event was cancelled or we could not attend. The second room was for my son and girlfriend. She took a new job and in September I called to cancel their room as her new job would not allow her to attend. I was told that I was not entitled to any refund. I complained and they finally agreed to give me back one of the two night stays. However, I have had multiple calls with them, an email saying they emailed me a voucher for a hotel stay which I never received and an email telling me that 10 business days after 11/19 I would receive a credit to my credit card. I called again today and was told I would have a refund this week after they escalated it to management, again. This company books for people using a link in the wedding site, The Knot. I believe the refund policy they sold me was just a revenue generator and is not what they promise. I also contacted the hotel when I cancelled because this company told me that the hotel charged them for the booking. The hotel confirmed that there was no penalty to them or me for canceling one of the rooms.

  

  Business Response

  Date: 12/12/2024

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $519.62 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:12/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Googled a hotel in *********, ** for a stay on 11/16 & 11/17 and the phone number that came up was **************. I called this number and an "******" answered the call. She told me that the hotel (***************** in *********, **) that I wanted stay at on 11/16 & 11/17 was basically full. She then told me that a 2 night stay would be over $600. ****** told me that she was a concierge service that represented 3 properties in *********. I said I thought the number I called was the front desk at the *****************. She told me that she made their reservations. She said that I can get you a better rate of $398.21 at the ************* in *********. She said that the Hilton was equivalent and offered a free breakfast. I said ok and booked a room. I then Googled the ****************** and found the actual hotel desk number. The clerk said that they had plenty of rooms at $119 per night + taxes. I immediately filed with ****** @ ************. I was subsequently told that I would receive a refund and it would take up to ***************************************************************************** the amount of the refund. As of 12/9/2024 it's been 14 business days and I've received nothing.I've made numerous calls and asked to speak with a supervisor on 3 other occasions. I was told a supervisor would call back. As of 12/9/2024 I've received no calls. In summary, my complaint is that ****** told a bold faced lie. Lying is not a good business practice and she should be disciplined. Her lying also cost me $168.49 - $119.00=$49.99 additional dollars. The ****** did not offer a free breakfast.

  

  Business Response

  Date: 12/12/2024

  Greetings ***, 

  Thank you for your patience! I am pleased to inform you that and gesture of goodwill a refund of $100.00USD and a voucher of $150.00USD 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: 12/13/2024

   
  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:12/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 21, at approximately 6:30 pm, I searched for the ************************** ************************. I found a link I believed would connect me directly with the *****************. I made a reservation for $515.40 for three nights.The person who answered my call to the number from the link answered the call with 'Reservations' but did not disclose that they worked for a third party. Within 30 minutes of making my reservation, I called to cancel. This deception was further confirmed when I found that HotelPlanner.com was not mentioned in my confirmation or cancellation emails. That's when my nightmare began. I received an email from HotelPlanner informing me that the hotel had denied my refund request. I called the ***************** directly and spoke with the hotel manager, ****, about a refund on December 3. During my call, I learned a "third party," HotelPlanner.com, had taken my money. The hotel had never charged me because I had canceled immediately. After speaking with ****, I called Hotel Planner and talked to ***, who confirmed with **** that I was entitled to a refund. *** said I would receive a full refund within 2-10 days.Instead, I received an email offering me a $100 voucher. I declined this 'offer,' relayed my conversation with **** and ***, and again requested a refund. I have exchanged emails with HotelPlanner since November 21. I want this resolved with a full refund.

  

  Business Response

  Date: 12/09/2024

  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: 12/09/2024

   
  Complaint: 22658453
  
  1) HotelPlanner.com misled me by leading me to believe they were part of the ***************** staff when I made my reservation. Further, HotelPlanner.com failed to make their business known to me on either my reservation confirmation or cancelation confirmation email. 
  2) I canceled my reservation within 30 minutes after making it, 2) HotelPlanner.com told me, in writing, that refunds were at the hotel's discretion,  
  3) I called the ***************** Manager directly. He stated that the hotel had not charged for the room as I had canceled my reservation immediately and never checked in,  
  4) I have communicated with Hotel Planner daily since November 21, pursuing a full refund for the $515.40 they charged me.
  
  Finally, the only solution I will accept is a full refund back to my credit card. 
  
  Sincerely,
  
  ***** **********

  

  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 dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.

  kindly,

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

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22658453
  
  I am rejecting this response because: I want to speak to my bank before agreeing to suspend my dispute claim regarding HotelPlanners charge of $515.40 for services I did not receive. My bank is closed until 12/26. I will contact them on the 26th. Once I've done so, I will update my response accordingly. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 12/31/2024

  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 dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
  
  Thank you for your patience through this process.
  
  Kindly,
  ******* *********

• Initial Complaint

  Date:12/08/2024

  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 received a hotel voucher, "VOUCHER #****** :: $98.56", on December 2nd, 2023 for a room I had cancelled at Super 8. When I go to the Bookonline websight it says I have to use to redeem the voucher, there is no place to enter a voucher number as the instructions say. You can only enter a credit card. I have emailed Hotel Planner several times asking for help and I have never received a reply. Now the voucher is expired. Seems to be quite the scam.

  

  Business Response

  Date: 12/09/2024

  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, 
  ******* Planelles 

• Initial Complaint

  Date:12/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/2024 I reserved a room at ************, in ************, through Hotel ***********. The price for the one night reservation was $94.04. The charge to my ****** account was from ********************** and was for $185.86. I had rented a room here before and the total cost was around $110.00. My receipt showed a nightly rate charge of $94.04 and a tax recovery and fee charge of $77.26. I did not understand the $77.26 charge. I sent the company an email asking what that charge was. I did not receive an answer. This charge is almost the same cost for the room. I can reserve a room at that ************ for two nights for $135.00. Please help me find out what the extra charge of $77.26 was for. Thank you.

  

  Business Response

  Date: 12/08/2024

  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:12/06/2024

  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.

  Ive booked a hotel room for a day in ********, ******. At the time of booking, the rate displayed was CAD ******, and this amount was confirmed in the booking summary prior to finalizing my reservation. It was last moment booking, so i was stuck with this booking. It was not hotels mistake, so i paid full amount for now.But, As per booking confirmation agreement where hotelplanner.com stored my IP and wrote I agreed to follow it, I agreed to nightly rate of CAD ****** , but your system increased it to CAD ******, which was neither expected nor authorized. This discrepancy is unacceptable, and I am requesting an immediate refund for the difference of CAD ***** to reflect the originally confirmed rate of CAD ******. Ive reached out to them regarding refund of difference but they have been asking me to contact hotel. However, hotel is saying that booking system was showing higher amount only so they charged accordingly. Ive been stuck in this loop for a month.Thank you for your attention to this matter. I look forward to a prompt response and resolution.

  

  Business Response

  Date: 12/07/2024

  Good Morning Akshay,

  I'd love to help clarify! Please be advised that your reservation was booked as a pay at hotel reservation, meaning that we did not charge your card since this was taken care of by the hotel. Therefore since the charge came from the hotel a refund will need to come directly through them as well. For easier communication I will provide the hotel's phone number: ************. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22652804
  
  I am rejecting this response because:

  I have tried to contact hotel when i checked in and they mentioned that you need to contact hotelplanner as their system was showing full price. They said they were not able to help me further than that.

  Regarding paid at hotel booking type, If youre not able to honour the rate, you should not show those rates and advise customers to book directly at hotel.

  If Ive directly booked via hotels website it was cheaper than what your system has shown and charged.

  Also, its not that your system is not at fault. Why its showing two rates for same booking???

  I request you to please not ask me to be stuck in loop between you and hotel. If you cannot issue refund, please provide me the voucher for my next booking for the same amount.

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

  

  Business Response

  Date: 12/12/2024

  Hello Akshay,

  I'd love to help clarify! Please be advised that your reservation was booked as a pay at hotel reservation, meaning that we did not charge your card since this was taken care of by the hotel. Therefore since the charge came from the hotel a refund will need to come directly through them as well. For easier communication I will provide the hotel's phone number: ************. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22652804
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/05/2024

  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.

  My husband and I booked a reservation on 10-19-2024 and have a receipt showing my balance due was $116.33 When my credit card statement came, I was charged $189.81 I contacted the company and was initially refunded $37.00. Since then I have called in four more times to get the remaining $36.48 refunded. I received an email on 11-14-24 stating I should receive a refund in 10 business days. That time has come and gone and still no refund for the remaining amount. I called and asked to speak to a supervisor and was told that they work remotely so I have no other options at this time.

  

  Business Response

  Date: 12/06/2024

  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: 12/07/2024

   
  Complaint: 22646642
  
  I am rejecting this response because: I have called your facility more than 4 times, received an email back in November stating I would be refunded and still have not received my full refund. I always get a response that it has been escalated to a supervisor but there has been no resolution. Please provide a full refund.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 12/12/2024

  Greetings ***, 

  Thank you for your patience! I am pleased to inform you that a refund of $73.00 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 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam. They spoof hotel websites to look like the actually hotel website. They tell you a price for the room. Let's say $143. Then you hit the button that says confirm booking. Then you get a receipt for $244 and they say its nonrefundable. I called the actual hotel and my room was booked but almost $100 more then the actual room. The front desk lady even told me it's a scam and happens alot. Hopefully someday karma will catch up with them. Also, hopefully someone reads this and doesn't make the same mistake of getting ripped off by hotelplanner. They have other names too. It's not just hotelplanner.

  

  Business Response

  Date: 12/06/2024

  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, 
  ******* Planelles 

• Initial Complaint

  Date:12/04/2024

  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 refundable hotel reservation on 11/7/24. The total reservation amount was $366.06, paid with a $100.00 voucher + a $266.06 charge to my credit card. I called HotelPlanner customer support on 11/17/24, inquiring what would happen if I cancelled my reservation. The customer support agent assured me that the refund would go to my original form of payment: $100.00 to the voucher and $266.06 to my credit card. The agent also confirmed that if I did not want the $100.00 voucher, I could have the full $366.06 refunded to my credit card.On 11/19/24, I cancelled my reservation online and promptely called HotelPlanner customer support, requesting that the full $366.06 amount be returned to my credit card. On 11/20/24, I was shocked to find that HotelPlanner did the exact OPPOSITE and put the full $366.06 amount onto a voucher. I immediately called in and requested again that $366.06 be refunded to my credit card. My request was approved that day, and I was told the refund should appear on my credit card within 2-10 business days.I've been waiting more than 10 business days and still no refund has appeared. I have called HotelPlanner customer support 10+ times, and all I'm ever told is that there is no update and that my case needs to be "escalated." One agent told me that HotelPlanner tried calling me and that they didn't leave a message because my "voicemail box was full." I have *NEVER IN MY LIFE* had a full voicemail box. Only after increased pressure have customer support agents escalated my case to a "manager", yet still with no response. I now have a credit card bill coming due for an amount I should have already been refunded for.I pay $50/month for HotelPlanner's premium Global Privileges membership. I now fear that it is all a sham, that HotelPlanner has no intention of refunding me, and that they are just hoping I cancel my membership so they will be off the hook. This is unacceptable. I want $366.06 refunded to my credit card, as promised, ASAP.

  

  Business Response

  Date: 12/06/2024

  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: 12/11/2024

   
  Complaint: 22641742
  
  I am rejecting this response because: it has been over 14 business days, and I STILL do not have any indication of a refund on my credit card. I will not be satisfied until a full refund of $366.06 has been issued to my credit card, as promised by HotelPlanner.

  Sincerely,
  *** ***

  

  Business Response

  Date: 12/16/2024

  Greetings,

  Thank you for your patience! I am pleased to inform you that a new voucher has been sent and $266.06 refunded to your card, 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: 12/16/2024

   
  Complaint: 22641742
  
  I am rejecting this response because: HotelPlanner customer service told me that I was approved to get the full $366.06 refunded to my credit card. You can look at my customer service record and see that this is the case. I expect the full amount to be refunded, not just $266.06. Please refund me the additional $100.00.
  
  Sincerely,
  
  *** ***

  

  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, 
  ******* Planelles 

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22641742
  
  I am rejecting this response because: I am still awaiting a response from you on this matter, and there is still no additional $100.00 refund to my credit card account. It has now been nearly 2 months since I was first approved to have this $100.00 voucher refunded to my credit card account AND over 10 business days since HotelPlanner.com Escalations Team support specialist ******* ****** RE-approved the credit card refund of this $100.00 amount (see attached). It is immensely frustrating that a business rated A- by the BBB would continue to show such disregard in relation to a commitment they made to a customer. I ask that you honor your word and resolve this issue as soon as possible.
  
  Sincerely,
  *** ***

  

  Business Response

  Date: 01/21/2025

  Greetings ***, 

  Thank you for your patience! Please be advised the voucher of $100 was issued on 12/16/2024 to the email ******************** and it has just been resent! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 01/21/2025

  Complaint: 22641742
  
  I am rejecting this response because:
  
  As indicated in the correspondence record for this BBB Complaint, I do NOT want a $100.00 voucher.  Rather, what I DO want is the value of this $100.00 voucher refunded to my credit card, as promised by HotelPlanner.com.  This $100.00 refund to my credit card was approved by HotelPlanner.com customer service agents at least three times over the past few months:
  

  November 20, 2024 (confirmed over the phone by HotelPlanner.com customer service)
  December 21, 2024 (confirmed by Escalations Team support specialist ******* ******, see first attachment)
  January 9, 2024 (confirmed by HotelPlanner.com support specialist ***** *., see second attachment)

  Please honor your word and promises by refunding me this $100.00 value to my credit card as soon as possible.  There is no reason I should be waiting 2 months for this refund to be issued.

  Sincerely,
  *** ***

• Initial Complaint

  Date:12/04/2024

  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.

  When trying to book directly with hotel. I was repeatedly lied to by this service. I was calling from the car and unable to write anything down. When the man I spoke to gave me the rate for the room - I was in transit to the location, it seemed much higher than I had paid in the past. I asked him if I had reached the hotel directly. He said yes, they were the reservations line for the hotel. I said I was going to hang up and call back and he said, you will just get put back in this line to book. I asked over and over if they were the Hotel directly. He said yes and played up the charade by empathizing about all the bad actors out there like Expedia etc. He then asked told me -unsolicited that my reservation was completely cancellable. Which was weird because I was en route and would not need to cancel. I asked for the gate code - this hotel has a code for the gate and he was unable to provide it. Red flags all over this. Against my better judgement I booked and when I got to the hotel, while I did have a room I realized how completely duped I had been. I immediately sent an email and they have dragged it out and are now offering a measly voucher that I doubt is even legit. So many company names tied to this outfit that its hard to pin it down. I reject the voucher.

  

  Business Response

  Date: 12/06/2024

  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: 12/06/2024

   
  Complaint: 22640560
  
  I am rejecting this response because:
  Its not a response. Its a statement saying they are looking into it. 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/12/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that the voucher has been removed and as a courtesy a refund of $50.00 has been issued back onto the card used to purchase your reservation, please allow 2-1 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