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:12/05/2024
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.
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: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,
******* PlanellesInitial Complaint
Date:12/04/2024
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 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,
******* PlanellesCustomer 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: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 $50.00 has been issued back onto the card used to purchase your reservation, please allow 2-1 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:12/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel reservation in August 2024.Not knowing it was a third party taking the reservation. I had to cancel the rooms due to a family medical emergency. Hotel planner would not refund my money but after many phone calls offered me a voucher to be used by dec. 20 2024. I have tried ***eatedly to book a room using my voucher which they will not honor now. The last *** I spoke to hung up on me. If you look at the reviews for this company Im not the first ****** who has had this problem. Seems like a scam to me please help! Im out almost 500 dollars which was grossly overpriced for a 3 night stay in *********. The room price was around 100$ but they added 50% to the daily charge unknown to me.Customer Answer
Date: 12/04/2024
This is the voucher they provided in AugustBusiness Response
Date: 12/04/2024
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: 12/04/2024
This is the reservation and itinerary number from the original reservation. I cancelled a week in advance due to a family medical emergency.
thank you for your help in this matter.
****-Customer Answer
Date: 12/04/2024
This is the reservation and itinerary number from the original reservation. I cancelled a week in advance due to a family medical emergency.
thank you for your help in this matter.
****-Customer Answer
Date: 12/04/2024
This is the reservation and itinerary number from the original reservation. I cancelled a week in advance due to a family medical emergency.
thank you for your help in this matter.
****-Customer Answer
Date: 12/05/2024
Complaint: 22638253
This is the reservation and itinerary number from the original reservation. I cancelled a week in advance due to a family medical emergency.
thank you for your help in this matter.
****-Business Response
Date: 12/06/2024
Good Evening *******,
I'd be more than happy to further assist you! I have searched our system with the full name, email, and phone number 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,
******* Planelles
Customer Answer
Date: 12/06/2024
Good evening,
Ive attached the original reservation with the * number requested. Please let me know if the attachment is received.
thank you****-
Customer Answer
Date: 12/09/2024
Complaint: 22638253Good evening,
Ive attached the original reservation with the * number requested. Please let me know if the attachment is received.
thank you****-
Business Response
Date: 12/13/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $494.40 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:12/03/2024
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 booked a room through the website listed under this complaint. This business portrayed itself fraudulently as the parent site of the hotel I booked at. As you can see from a portion of the receipt I was able to cut and paste, the room was $201.45 and "Tax Recovery and Fees" was $141.81- more than half what the room rate was. These fees were not readily apparent and I did not realize until after I had booked. This is plainly fraud and absolutely ridiculous. I would like a refund and also some sort of action to keep this shady "company" from swindling anyone else!Business Response
Date: 12/03/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $74.48 was 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: 12/04/2024
Complaint: 22634195
I am rejecting this response because: It is not the amount that I asked for and no evidence is given as to how the amount offered was arrived at.
Sincerely,
*** ****Business Response
Date: 12/06/2024
Greetings ***,
Thank you for brining this to our attention! I have escalated this to my supervisors and they are working hard to find a resolution to your inquiry. If you have any questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 12/08/2024
Complaint: 22634195
I am rejecting this response because: this is the same diversion tactic used in the past by this company. I have made a request to see a detailed breakdown of charges and that request was ignored. I can only assume these charges are fraudulent. Please refund the amount of ****** that I have requested many times previously. Please be more aggressive in the face of this obvious fraud BBB!
Sincerely,
*** ****Business Response
Date: 12/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that an additional refund of $53.30 has been issued for a total refund of $127.78, 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: 12/17/2024
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:12/03/2024
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 Nov 19, 2024 I attempted to reserve a room for two adults at the ********************************** located at ************************************************************************ from Dec 23rd to Dec 27th 2024. I went to the hotel's website and confirmed that a room was available for those dates. On their web page there was a dialog box indicating that my reservation through the phone number provided. I called ************** at 1:07 PM EST. I thought I was being connected to **************************The agent, who answered the phone, opened with the statement "You want to make a reservation at the ********************** in ***********." (as I recall it). I confirmed that to be the case.The agent said there were no rooms available for the time I wanted to stay there and reserved me instead at the ******************* near the **************. While this was being done, I went to the hotel website which still stated that rooms were available. I told this to the agent who said that the information must have changed and proceeded with reservation. The charge was $625.74, which I paid with my Discover ******* the end of the process, the agent said that the funds were nonrefundable and that the reservation could not be cancelled. This should have signaled to me that I was not dealing with ******. I called **************** directly. I spoke with "*******" at the front desk. She told me that there were plenty of rooms available for the week of Christmas. She said that this scam has been going on for a while and ****** can't stop it.From 2:49-2:50 PM I tried to get through to ************** 3x but could not speak with a live person. At 2:52 PM I called Hotel Planner at ************** and spoke with customer service for 12 minutes. She apologized and promised to escalate my request to change the reservation to the hotel I wanted. Over the next week, I called at least 6 times to ************** to no avail.. Management has not corrected my reservation. Now **************** has no rooms available.Business Response
Date: 12/03/2024
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,
******* *********
Customer Answer
Date: 12/04/2024
Dear **** *.
This is not a response at all. It is an arrogant dismissal of my complaint. And it is not satisfactory.
You appear to have been misled or you have misread the communication sent to you by HotelPlanner.com. The action requested by HotelPlanner.com is to be taken only after the dispute has been settled in its favor. No action is requested from me until after the dispute has been withdrawn.
In the response from HotelPlanner.com I am informed that "once a reservation is disputed we are locked out of the account or 'charge' for ****** days." In other words, HotelPlanner.com refuses to take any action regarding this dispute.
The communication goes on to state "If you have a letter from your bank/credit card holder stating that the dispute is withdrawn ...". In other words, the only action contemplated follows the withdrawal of the dispute. This is not a resolution.
HotelPlanner.com has given me -and BBB along with me- "the middle finger".
Customer Answer
Date: 12/04/2024
Complaint: 22632973
I am rejecting this response because:HotelPlanner.com did not make a response to my complaint. Rather it stated that it would take no action until a considerable time had passed.
HotelPlanner.com has taken the position that the only outcome of this complaint should be a withdrawal of the dispute, to which end it provided directions for doing so.
It did not address the statements of facts, which I presented in the complaint that I filed with BBB and also with Discover card.
It did not dispute my notes of the conversations that I had with various employees of HotelPlanner.com. All of these employees stated that I should get a 100% refund in the form of a voucher which I could apply to a reservation at the hotel I originally wanted.
However their requests to Hotel Planner management went unheeded while the hotel, which I originally I wanted to stay at, filled its available rooms.
The only proper way to resolve this dispute is for HotelPlanner.com to give full credit back to my Discover card account in the amount of $625.74.
My original complaint stands, to which I added documents via email to Business Specialist **** *.
There should be an officer of this business to whom an official complaint could be addressed, who would have to acknowledge receipt of this complaint. However I cannot find one.
Sincerely,
****** *****Business Response
Date: 12/06/2024
Good Morning,
Please be advised that 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,
******* *********Customer Answer
Date: 12/06/2024
Complaint: 22632973
I am rejecting this response because: This is an identical response made by HotelPlanner.com previously.As I noted in my previous comment, this not a response. It appears to be an automatic reaction to a BBB inquiry.
HotelPlanner.com is not responding.
Sincerely,
****** *****Initial Complaint
Date:12/02/2024
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 booked a hotel reservation through what I thought was the HiltonReservation line directly from their website. I had no reason to believe that I was not speaking with a ****** customer service rep. *** took my Hilton rewards number to apply my points and assured me that I was getting the lowest rate with the group code i provided. *** did keep saying that my rate included an insurance that was built into my rate so that if I needed to cancel, I would receive my refund in full. *** said if I wanted to find a different rate that was cheaper then I would incur a penalty. I said to her that I did not want to pay extra for insurance and I didnt want a rate that would have a penalty for cancellation, especially because this is for dance competition, which we cancel competitions frequently she said she understood and assured me I wasnt paying extra because it was built into my rate and thatI had the lowest rate and would be able to cancel. *** even texted me the front desk, direct number so that I could call them to have them double check my group rate against the military rate to see if that would be better. It was at that time that I discovered my reservation was not made directly through ****** and on their end it said that it was made through *******. At no time during my phone conversation did anyone identify themselves to be with Expedia, nor anywhere on my receipt for the booking does it list anything about expedia. In fact, my receipt would appear that it came from ******. My bank statement shows the merchant as being HTTPSHELP.LOD, **. But when I clicked on the chat feature with my receipt, it came up as hotelplanner.com. Whoever they are, they are frauding people. I want the remainder of my refund applied immediately to my account as resolution. They only refunded a partial amount of $730.42 of the $1,054. I was told I would be refunded in full. I still do not know who I actually made this reservation with.Business Response
Date: 12/02/2024
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: 12/04/2024
Hello Tia,
We appreciate you bringing this to our attention! I am pleased to inform you that this was escalated and an additional $323.91 has been issued back onto your card for a total refund of $1,054.33, please allow 2-10 business days for the refund to be visible to you. Please don't hesitate to reach out to me personally at ********************************** with any further questions or concerns!
Kindly,
******* Planelles
Business Response
Date: 12/05/2024
Hello Tia,
We appreciate you bringing this to our attention! I am pleased to inform you that this was escalated and an additional $323.91 has been issued back onto your card for a total refund of $1,054.33, please allow 2-10 business days for the refund to be visible to you. Please don't hesitate to reach out to me personally at ********************************** with any further questions or concerns!
Kindly,
******* *********
Customer Answer
Date: 12/05/2024
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:12/02/2024
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.
My wife was making travel arrangements for a trip in January 2025, below is her account of that interaction with an agent of a third-party hotel booking company which we did not know that was the case until received a confirmation for a two-night stay that is extremely exorbitant. After the booking I looked on my Marriott app and called the front desk at the ************************** but they said there is nothing they could do because it is a third-party booking agency. Below is an account of my wifes interaction with that company. I feel we were misled by the company by them not saying they were a third-party booking company that charges excessive and bogus fees.On Saturday, Nov 23, while taking care of many other things, I called to reserve a room to attend a fancy wedding. I Googled the Courtyard Marriott in *******, ********, where the room block was, and called the number that came up. The agent answered Courtyard ********, ****************. I proceeded to request a room and said I was with a wedding group. They responded affirmatively, as though they knew about the wedding. I thought I was talking to the front desk. The person I spoke to never identified themselves as a third-party seller for another company. They said there was just one king room left, and booked me into it for two nights for a total of $653.54, saying that it was nonrefundable, but that there was a $51.21 charge for cancellation. I asked if they were offering that as an additional charge, and they said no, it is part of the price. After I hung up, I began to question the total amount. When we immediately checked the website and saw that prices were much lower, we started to see if we could backtrack, based on what seemed to be false representation by the agent.Business Response
Date: 12/03/2024
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: 22626956
I am rejecting this response because: I am selecting this response because their response is vague and give no timeline for a decision either way. They can sit on this indefinitely in my opinion and I will be stuck with the hotel room that was sold to us with deceptive practices. I will say again that this company said never said they were a third party booking company, they answered the phone with the hotel name and location so my wife thought she was talking to the front desk of the hotel. I have traveled a lot for the company I work for and hotel rooms after Covid19 have increased dramatically and to be over charged by $276 dollars is just ludicrous. The only reason I did not make the reservation through my account with ******** is we are attending a wedding in **************** and there were a block of rooms set aside for the event and I thought there may have been discounted room rate. Until I get a true response from Hotel Planner I cannot give any favorable response.
Sincerely,
***** ****Business Response
Date: 12/11/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that as a courtesy a refund of $200.00 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
Customer Answer
Date: 12/11/2024
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.I will accept the resolution given, even though I still believe the Refund Protection @ $51.21 should be refunded because I remember hearing my wife ask if that protection will cost us any additional money and she was told that there would be no additional cost because it is included. Thank you, BBB, for your help with this matter.
Sincerely,
***** ****
Sincerely,
***** ****Initial Complaint
Date:12/02/2024
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: 22609058
I am rejecting this response because:
Sincerely,
**** ******Business Response
Date: 11/27/2024
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
Please respond to the email directly so that we may further assist.Business Response
Date: 11/27/2024
The customer has written back with a screen shot, however we are unable to locate the reservation with the information provided.
We have written the customer once again, requesting additional information. Please respond to the email directly so that we may further assist.
Business Response
Date: 11/27/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not ****************. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We have marked this case closedBusiness Response
Date: 11/27/2024
We confirmed that on one of the screenshots the guest provided, there was a phone number. That phone number is for HotelPlanner , which has no affiliation with ****************. The guest was instructed that this inquiry needs to be removed immediately from **************** record since the booking was not made with us and he was instructed to call the correct company for assistance.Customer Answer
Date: 11/27/2024
I need to report Hotel planner.Customer Answer
Date: 12/02/2024
I reserved a room in ********* at ********************** and casino. For my daughter. They put it in my name. So I asked to change it in my daughters name. After a couple of calls they told me they would add my daughter on reservation. And that would work. My daughter showed up day of. And couldn't check in. It was to late to cancel. So now Im seeking reenversment.Business Response
Date: 12/02/2024
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 $274.75 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,
******* Planelles
Business Response
Date: 12/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $274.75 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,
******* *********
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