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:12/01/2024
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.
Reservation was made on 11/22/24 to stay two nights at the ************ in *********************. I developed a health issue and had to cancel the reservation which I did prior to 1600 on 11/25/2024. Since they sent the confirmation to the wrong email address I was not aware of their 54% cancellation charge. When I finally got the confirmation I called and disputed the charge and requested a full refund. The *** said it would have to be reviewed by the **************** and I would be notified. I have contacted them many times and get emails back that they had cancelled it and issued a voucher for the full amount. I have never received the voucher and every time I call they say it is being sent. All I receive is an email stating that the reservation has been cancelled and the refund voucher sent. I have received NOTHING.
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: 12/04/2024
Complaint: 22623994
I am rejecting this response because:The Notice of Cancelled Reservation clearly stated that I would receive a voucher for the entire amount or would be refunded 46% of the total stay. I want one or the other.
Sincerely,
***** ****Business Response
Date: 12/11/2024
Good Morning *****,
We appreciate your patience! I am pleased to inform you that the voucher has been deleted and a full refund of $218.76 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:11/30/2024
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 are filing this complaint to request a refund of hotel booking fees for our hotel reservation. The booking fees were unfairly hidden resulting in financial injury that could not be reasonably avoided. Here is how this unfair and deceptive practice occurred. On 11/29, we performed an internet search for the ********************** in *********** seeking to call the hotel directly and make a reservation. The internet search results returned what appeared to be a phone number for the hotel since it started with an area code that ties to the hotel. Here, the advertising was deceptive and misrepresented that we were calling a phone number associated with the hotel. We called the number from the internet search and an agent represented themselves in a manner that led us to believe they were the booking arm for the hotel. Here, the misrepresentations continued. A room was then booked with our credit card. Post booking we received a confirmation receipt and learned it was not the hotel. Rather, we booked through a third party site and our reservation could not be cancelled. The third party booking fees were not disclosed and the hotel cost came to be much more than booking directly with the hotel. This finance harm was unavoidable because this company did not clearly disclose they were a third party and not the hotel (which had a lower price). Please refund the booking fee immediately.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 refund of $100.00 has been issued back onto the card used to purchase your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 12/13/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $100.00 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,
******* *********
Initial Complaint
Date:11/29/2024
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.
keeslerultimate.hotelplanner.com. (website) ****************************** ( Listed in email)*************** Per the name stated in my ******* ******************** website. "Hotel planner" services hotel offerings for my credit union members. I was promised a REFUND that was never delivered. Per the following correspondence, Hotel Planner affiliates appear to be running some type of scam.*************************************************************************************************************************** ****** D (Lodging Support)Nov 12, 2024, 4:07PM EST Dear ******,This response is related to your reservation for Itinerary # H9726569 . Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.Warm regards,******* *. | Travel and Support Team ***************************************************************************************************************************On Sunday, November 24, 2024 at 02:55:56 PM CST, *************** SR ******* ****************************** wrote:Who should I contact if the refund is not issued by Tuesday?REFUND of $410.63 NEVER CAME!No further communication is coming!The billing number for Hotel planners is reported as SCAM on the internet.**************. "2024 Reports & Reviews" - *************Business Response
Date: 12/02/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $410.63 has been issued back onto 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: 12/04/2024
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:11/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to book a reservation for a stay at the ********************************* for my boss. The result that cames up from ****** was a phone number that leads to a reservation desk. They do not identify themselves as a reservation company, but instead simply ask which nights you will be staying at the hotel. They will also accept your rewards number. Then after booking they informed me about a resort fee, but I accepted this practice and got off the phone. The next time I googled the hotel the REAL number came up and I spoke directly with the Westin. They let me know that they could not work on a reservation made through a 3rd party company. I told them that, no, I had booked through them. They assured me it was a 3rd party company. I checked my phone to see who it was and it took me back to them pretending they were the hotel. I told them that I wanted a full refund and had not authorized to do business with a 3rd party company, and that they knew exactly what they were doing. They quickly apologized and said "No problem, I'm going to get an exception given your circumstance and get you a full refund." They put me on hold, came back, and said it was cancelled and I got a full refund, and an email was on the way. When I got the email, it said I was issued a VOUCHER!! Not a refund. So I immediately called back, got a new agent. I asked for a supervisor. They then told me there was no supervisor but they could submit a request for a call back, this didn't happen. Well they continued on asking if they could help, I explained the trouble I'd had up to that point and they simply said "Oh, you would like to decline the voucher then?". I said yes, that I never wanted that and was explicitly lied to multiple times now. He said no problem, he would decline the voucher and issue a full refund of $940.32. When I asked him to clarify as to whether he had done it yet, he said yes, but I would be getting a call. I don't want a call, I want the refund.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,
******* *********
******************************************************************Initial Complaint
Date:11/26/2024
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.
Scheduled and canceled an appointment between November 14th and November 21st we keep trying to get our refund and every time we speak to them they say it's just going to take a couple more days they won't let me speak to a manager have no way of adding any urgency to this issue we're taking a seriously the first time we called they said they put it in a voucher we didn't ask for a voucher we wanted our money back then we called back and they said oh it wasn't correctly filed that we didn't want to voucher now they're starting the process we just received emails that even though they said that the mission like the issue was going to be started on the 14th now it's the 25th and it's another 10 business days we just want our money it's completely ridiculousBusiness Response
Date: 11/26/2024
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: 12/02/2024
Hello *****,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a refund of $688.90 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,
******* PlanellesBusiness Response
Date: 12/03/2024
Hello *****,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a refund of $688.90 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********Initial Complaint
Date:11/25/2024
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.
11/21/2024 i called what i thought was *********** ***********. The person on the phone led me to believe he was an employee of ***********. I told him that before I made the reservation I needed to make sure my son had a reservation there as well, because we were meeting in ******. I called the hotel on 11/24, they could not find my reservation. I contacted who I now know is this 3rd party booking agent wondering why my reservation couldnt be found. He hung up on me. I called back later, unable to resolve. I called again this morning, I also called the hotel to see if 3rd Party Bookers have access to guest information. That's a negative. I was lied to from the hello. The man I was talking to is not a Comfort Inn Employee and my son does not have a reservation at that hotel. I am looking to recover the entire amount I paid these people for this reservation.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,
******* *********
******************************************************************Customer Answer
Date: 12/02/2024
Complaint: 22604811
I am rejecting this response because:I requested a full refund, I have received $230.00. $98.62 is due. On Nov. 25th I was told I would receive the remaining amount within days of receiving the initial $230. It was a phone conversation and should have been recorded. I have not received another dime. Let it be known, I will never seek their assistance in another reservation. I was lied to, trust is now an issue.
Sincerely,
********* ********Business Response
Date: 12/03/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $328.61 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:11/25/2024
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.
H9810273 On Nov. 24, 2024, I thought I was making a reservation with Courtyard by ******** on the internet, only to find out it was with the 3rd party- hotelplanner.com. I wanted to reserve 2 rooms for July of 2025 in a neighboring county for a music festival. When I confirmed, my debit card was immediately charged $618.75. Since it is close to Christmas, I needed to cancel and just reserve. This is when I found out not only did I not book with the actual Courtyard Marriott, but I found out there was a non cancellation policy which included no refund AND I had been charged for a refund protection policy that I was also unaware of. I spoke with someone at hotel planner and was told my request to cancel and get a refund would be sent up. I received an email saying my reservation has been canceled and I have confirmed that with the actual hotel, but there has been no correspondence about a refund. When I spoke with the hotel, I discovered that the rooms available were actually cheaper. I reserved the same room for 2 nights for $387.00. Hotel planner got an extra $231.75 from me. I just want my full amount refunded so that legal action wont be necessary.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,
******* *********
******************************************************************Customer Answer
Date: 12/03/2024
Complaint: 22604619
I am rejecting this response because I will not be satisfied until I have received a refund in full. The response does not state that a refund is even being issued.
Sincerely,
****** *******Business Response
Date: 12/03/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $618.75 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
Customer Answer
Date: 12/03/2024
Complaint: 22604619
I am rejecting this response because I do not have the refund to date. I will accept the response as soon as I am able to see and gain access to the full amount. Thank you.
Sincerely,
****** *******Customer Answer
Date: 12/04/2024
I am now satisfied with the response of HotelPlanner.com and the outcome. I have received my refund in full.Initial Complaint
Date:11/25/2024
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.
Phoned the Travelodge by Wyndham, ******************, the evening of October 11, 2024. Needed a room for the night. Was quoted a price $70 higher than advertised online. That's because the extra fees weren't included in the online price, an agent told me. I thought I was talking to a Travelodge agent but it was a third-party -- HotelPlanner. There was a chance some friends of mine could put me up in their ******* so I asked the agent about the cancellation policy. She said my rate included refund insurance -- I could cancel, for any reason, and be refunded. Based on that information, I made the reservation. I called the hotel to cancel shortly before midnight. I was told I needed to deal with ************. I've made numerous calls to Hotelplanner. The last three calls, I've been told my case has been escalated to a manager. I've been told they would listen to a recording of my conversation with the agent, to see if it squared with my version of events. The last two times I've called, I've been told the call still hasn't been reviewed.Business Response
Date: 11/26/2024
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:11/25/2024
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 10/31/24, my elderly father thought he was booking a hotel reservation at the ****************** in ******, *******. He thought he was speaking with the hotel directly, and did not understand that he was booking a non-refundable reservation with Hotel Planner. He was told by the booking agent that there were only 2 rooms left, that this was a discounted rate, and that he needed to book immediately to secure the room.I called the hotel to adjust the reservation the next morning after he told me he had booked a stay, and they explained that he booked through an outside vendor, but that they had over 60 rooms available and that he paid ~20% more than it would have cost to book through the hotel directly. I was able to find his reservation email, and called the service number in his reservation email right away to explain that he was confused and to cancel the reservation. That was nearly a month ago. There is no indication of the business name in any of the communications. I wasnt able to get an agent to give me the correct business name (Hotel Planner) until the third time I called, and I immediately found all of these BBB reviews of similar situations.I have now called Hotel Planner 5 times, and each time I have been assured that a refund is forthcoming. It has been 25 days, and I still do not have a refund, even after my father received an email on 11/8/24 confirming a refund would be issued within 10 business days.This business is FRAUDULENT they prey on the elderly, and have no means of accountability. How in the world do they have an A+ BBB rating?! Please, BBB, help us get a refund, and downgrade this fraudulent business!Business Response
Date: 11/26/2024
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: 12/02/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $779.63 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: 12/03/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $779.63 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: 12/05/2024
HotelPlanner.com appears to have a pattern of taking advantage of older people who think they are booking directly with a given hotel, and then telling them they are escalating their case for a refund only to draw it out for weeks or months, until a negative BB review is written, when a refund is promptly issued. Isn't this illegal? Is there any sort of recourse for this predatory behavior beyond reporting it to BBB? How do they have an A+ rating?! Because they resolve complaints by refunding people, to keep up their rating?Customer Answer
Date: 12/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and since HotelPlanner.com finally refunded my father once a BBB complaint was lodged, I will accept this response. However, this business's pattern of behavior in taking advantage of older consumers and stringing them along with no refund until a formal complain is made is very concerning, and I hope this is investigated further and reflected in their BBB rating.
Sincerely,
******* **********Initial Complaint
Date:11/21/2024
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 10/28/24 8:53 P.M.I clicked on the ***********--**********-Eastage, ** webpage phone number to call & reserve a room for 11/09/24.Through some sort of Trojan scam, the hotel number I clicked on to dial was changed to **************, a phone number that is not even listed anywhere on ******, therefore, I had no way of direct dialing it myself.When the male *** (with a thick accent) answered, he never said, "Hotel Planner, may I help you?"He never told me 1 time who he ***resented or what company he worked for.He pretended the entire time to be the front desk at ***********--**********-********. I clearly and specifically asked if this was the Hampton Inn-Cininnati-********-OH & gave the address.He said yes.I told him I was going on a high school band trip with *************************I explained that they had specifically reserved a section of rooms at a discounted group rate.I then asked for that rate.He acted like he was looking it up then gave me a high rate of $229.67.I questioned the rate & asked again if he was sure that was the group band rate.He lied & said yes.I even asked for a AAA rate.He said it would be even higher.Then he proceeded to CHARGE my Discover credit card TWICE for $229.67.Then he proceeded to say immediately that he was "So sorry, but that room was not available." I said,"You just charged me twice for a room that is now not even available?"He reversed the charges.Then he acted like there were no more rooms available.Then he said he "found one" but the charge would be even higher!I questioned him again.He assured me it was the hotel.He then charged me $251.12! Upon arriving to the hotel, the front desk worker said it is a scam.The real rate for the room was only $123.99, see attachtmt.We called to cancel this room.$175.78 was refunded.I am requesting the rest of my money of $75.34.Nowhere on any of the documents does it even say "Hotel Planner."The transaction was a scam.The workers are posing as hotel clerks which is illegal & fraudulant.Business Response
Date: 11/22/2024
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: 11/22/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $251.12 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: 11/22/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $251.12 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: 11/22/2024
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,
***** *****
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