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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  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:11/20/2024

  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.

  Booked hotel room Aug 8/24.Requested cancelation Oct 8/24 by email to vendor.Received reply email from vendor confirming cancelation with message that refund would be processed within 10 business days.Made enquiry to ****** after 10 business days to see why refund was not posted to my account ( as I paid using ******). They closed the enquiry in the vendor's favor with no explanation. Sent a second enquiry to vendor directly Nov 2/24. Received another email confirming that the reservation was cancelled and that I would receive the refund within 10 business days. Again, ten business days has passed without the refund being posted to my ****** account. Vendor has not replied to my latest emails. I have made the cancellation well within the cancellation dates on their invoice.

  

  Business Response

  Date: 11/22/2024

  Good Morning ********, 

  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: 11/27/2024

  Good Morning ********,

  Thank you for your patience! I am pleased to inform you that a full refund has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to e visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 11/27/2024

  Good Morning ********,

  Thank you for your patience! I am pleased to inform you that a full refund has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to e visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 11/27/2024

   
  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:11/20/2024

  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.

  We booked 2 hotel rooms at the ******************************* on 8.7.2024. I thought I was speaking with the hotel but learned later it was a booking agent. It was difficult to understand the person so I did not know he said the reservation was nonrefundable. As a matter of fact when I cancelled a few hours later two people said there was no problem changing reservation. We had to change because of an emergency. We received no services for this reservation . ********* cancelled the reservation and rebooked ,however Hotel Planner refuses to refund the reservation made on 8.7. The charge is still on our discover bill.

  

  Business Response

  Date: 11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22583575
  
  Their response was they are working on our reservation.  I have been working on this 

  Since 8.7.24.  We had to change our reservation because of an emergency.  We were told twice by Hotel Planner they would cancel the reservation.

  We continue to be billed by Discover.  We received no services from ************* .  ********* by ******** cancelled the reservation.  We feel this is fraud,     

  Please let me know if I can provide more information.          
  

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

  

  Business Response

  Date: 12/02/2024

  Good Evening *****, 

  Thank you for taking the time to bring this to our attention! I am pleased to inform you that a full refund of $855.25 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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/18/2024

  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.

  On 09/27/2024 my wife and I were trying to book a hotel due to our house was completely destroyed by hurricane ******. We called HotelPlanner.com and tried to book a hotel close to us. All of the hotels were either booked or closed. The representative finally found a room for us at ***************** Suites located in **********, *******. I paid $802.76 via my credit card. We soon left for the hotel and the bridges leading to the hotel were closed due to the hurricane. I called the hotel and the owner advised the hotel was closed due to flooding and a reservation should have never been made. The owner advised me to contact HotelPlanner.com whenever I could.I contacted HotelPlanner.com explaining the situation and was sent an email from **************** verifying my refund of $802.76 would be credited back to my credit card within 10 business days. I called HotelPlanner.com on 11/07/2024 stating I had not received my refund and it had been promised by 10 business days . I still did not receive my refund and called several more times and the representatives advised me they would send my account to the escalation department to have my refund issued. It is now 11/18/2024 and I still have not received my promised refund. I would like my credit card to be refunded the amount of $802.76 as soon as possible. Thank you

  

  Business Response

  Date: 11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/20/2024

  I received a response from HotelPlanner.com from ******* *********.  Ms ********* stated in her response that she is working on the reservation.  She stated she appreciates my patience and understanding.and to contact her for any questions.  

  The response is very vague.  I just want my credit card credited for $802.76 as was previously agreed to.  I have been waiting for almost a month now and I wish to have this resolved asap.

  Thank you.

  ***** ******

  Customer Answer

  Date: 11/20/2024

  I am writing in response to the complaint I filed.  I received a response from ******* ********* at HotelPlanner.com.  In the response was "we are currently working on your reservation".  The response is vague to me due to I am requesting a refund of $802.76 to be credited to my credit card.  I would like verification if the response means they are working on my refund.  I also emailed ******* ********* about her response to my complaint.  Thank you.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22574926
  
  I am writing in response to the complaint I filed.  I received a response from ******* ********* at HotelPlanner.com.  In the response was "we are currently working on your reservation".  The response is vague to me due to I am requesting a refund of $802.76 to be credited to my credit card.  I would like verification if the response means they are working on my refund.  I also emailed ******* ********* about her response to my complaint.  Thank you.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/26/2024

  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: 11/27/2024

  Hi *******.  Thanks for your response.  I was contacted by ***** ********** who sent me the same information you are requesting.  I have attached the letter from my credit card company.  My credit card company representative stated the attached letter proves the dispute was closed on 10/30/2024.  I am asking now to have my credit card credited back the amount of $802.76.  Thanks in advance for your assistance with this matter.  I also sent the closed dispute letter to Ms ***************** I am waiting for your response.  

  Regards, 

  ***** ******

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22574926
  
  

  Hi *******.  Thanks for your response.  I was contacted by ***** ********** who sent me the same information you are requesting.  I have attached the letter from my credit card company.  My credit card company representative stated the attached letter proves the dispute was closed on 10/30/2024.  I am asking now to have my credit card credited back the amount of $802.76.  Thanks in advance for your assistance with this matter.  I also sent the closed dispute letter to Ms ***************** I am waiting for your response.  

  Regards, 

  ***** ******

  
  
  

  

  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 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: 12/05/2024

   
  Complaint: 22574926
  
  I am rejecting this response because: I was approved by representative Neko Dorimon for an $802.76 refund credit to my credit card by 11/07/2024.  I called several times after 11/7/2024 and the phone representatives stated they would give my account to the escalation department to have my credit issued asap.  Every time I called, i received the same response from the representatives.  I even asked to have the supervisor in the escalation department to call me one my credit is processed.  I never received a call.  Now I have a representative stating that without a dispute closure letter from my credit card company the case could remain open for 90 days unless I produced a letter from the credit card company verifying the dispute is closed.  I sent the the letter from my credit card company verifying the case was closed on 10/30/2024.  I have been going through different hoops with HotelPlanner.com employees to avoid or not refunding the $802.76 which is and has been previously promised to me for a refund. I am now demanding my $802.76 credit be applied to my credit card asap.  I have been very patient with the representatives and supplied all of the asked for information.   
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/06/2024

  I just received an email from ***** ********** ******************* Manager of HotelPlanner.com) advising me the dispute status has been lifted and the refund of $802.76 will appear on my card in 2 to 10 business days.  

  I want to thank Ms. ********** for her assistance in promptly resolving this issue after I contacted her recently.  Kudos.

  ***** ******

• Initial Complaint

  Date:11/18/2024

  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 11/02/2024 a hotel room was booked by mistake at the price of $332.95. This was not the price of the room booked. The site added over $100. The order was cancelled within a half hour. I received an email stating my refund would be 3-7 business days. After waiting the allotted time and receiving NO communication, after requesting phone calls multiple times, and still not receiving my refund I got my bank involved (********************). The bank did a 3 way call between myself and the booking company and was informed I would receive my refund in 2-10 business days. I received an email 2 days later stating that I would not be getting my money back. I called the company directly and was told by **** that they would call the hotel to get my money reimbursed because the hotel had the money. I called the hotel directly after and was informed that they never received the money for my room and that the third party company had to reimburse and that they never called to inquire of getting my issue resolved. I then called the company back (****) and informed them of what the hotel had informed me and also of the lies I was told regarding resolving my issue. I was told my issue would be updated and someone would be contacting me. I still have received no contact or reimbursement.

  

  Business Response

  Date: 11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22573452
  
  I am rejecting this response because: this company will say they are looking into it until I accept and then send an email stating I will not be getting my issues resolved once the complaint in dropped. This company already told my bank institution that it would be resolved and I would get a refund and still has yet to provide my refund. I will not accept anything until my refund has been issued back to my account.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/25/2024

  Greetings, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation due to the fact that the reservation was utilized. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22573452
  
  I am rejecting this response because: I have spoken with the hotel numerous times, via telephone and in person. The hotel never received any money. The room was booked and unbooked withing a half hour AND refund protection was purchased through this fraudulent website. The hotel doesn't even charge you for your room until you check out. The hotel cannot refund money they never received. The scam site hotel ************************************************* took the money within minutes of the accidental booking and will not return it. I was also informed that when this company tried to call the hotel for my refund, they never even said my name or anything to do with my refund. They called and verified dates to make the phone records look like they called on my behalf. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/18/2024

  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.

  Transaction date 10/29/2024. Booked one night stay for December 5, 2024 at *********** in ******** MA I thought through *********** website. Turned out to be *****************. The charge on my debit card was $185.51. $170.98 for the room plus $14.53 for insurance, which they later returned to me upon my request to cancel the insurance, equalling $185.51. On Nov 1, 2024 I asked to cancel the room and get a refund of $170.98. They cancelled the room and said they'd refund the balance but to allow 10 business days. Still no refund. I called their corporate phone number. They said it's still being reviewed and they'd get back to me through the email I have provided here. This is unacceptable. They took my money the day I booked the room without me knowing it was not booking directly with Hampton Inn. Then when I receive the confirmation for the room in an email it says non refundable. I'm still waiting for my $170.98 with no confirmation of when I will receive it. I have contacted hotel ************ numerous times. Still no refund.

  

  Business Response

  Date: 11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/20/2024

  Above is the email I received today 11/20/2024!  Again with the same response from the same person that they are going to issue a refund in 10 business days but they do not!

  This complaint is not regarding a reservation.  It is regarding a refund they keep telling me that are going to give me. 

  Thank you,

  ******** Schwab 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22573212
  
  

  Above is the email I received today 11/20/2024!  Again with the same response from the same person that they are going to issue a refund in 10 business days but they do not!

  This complaint is not regarding a reservation.  It is regarding a refund they keep telling me that are going to give me. 

  Thank you,

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

  
  
  

  

  Business Response

  Date: 11/26/2024

  Good Evening ********, 

  I come bearing happy news! I am pleased to inform you that a full refund of $185.51 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:11/16/2024

  Type:Service or Repair 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 booked a hotel room for 2 nights at ************* in ********, ****. I thought I was booking directly from the hotels website. The room was listed for $189 per night. The final charge was $693, so I was charged more than $300 in fees and taxes. I did not received a receipt or itemized statement/ summary of charges. I thought I accidentally booked two rooms for that cost. I did not receive a confirmation code via email. I attempted to call the phone number listed on the website; however, I couldnt speak to a representative (the call was disconnected), and since I didnt have a confirmation code, I couldnt review my booking or cancel it. I havent been able to reach the company. This total cost is twice the amount of what the hotel would charge if I had actually booked form their website (which again I thought I was using based on the appearance of the site.) In frustration, I did a search on the company and found several similar complaints on the BBB site. I am seeking a full refund immediately.

  

  Business Response

  Date: 11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22566431
  
  I am rejecting this response because:

  The company issued me a partial refund in the amount of $319.40. Refund protection ($54) was automatically added in addition to all of the other fees ($200). The protection plan is apparently worthless, just another way to get money out of people. I require a full refund of $693.11.

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

  

  Business Response

  Date: 11/25/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $638.81 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: 11/26/2024

   
  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:11/14/2024

  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.

  Hotel Planner misrepresented itself as the Sheraton **************. I was booking a reservation for my brothers wedding. My brother and his fianc set aside a block of rooms for the wedding party, and when I called ************** number, they told me they were the hotel and that they would book me into one of the rooms that was blocked off for the wedding. They charged me over $500 for the room, which cost the rest of the wedding party less than $150, and they DID NOT BOOK ME INTO THE BLOCK OF ROOMS RESERVED FOR THE WEDDING PARTY. They fallaciously charged a tax and recovery fee of $141.51 in addition to the $366.99. When I called to complain and demand they cancel the reservation and refund my money, they hung up on me. The company is based in *******, yet somehow represented the number I called as located in *********, ***********, exactly where the hotel I believed I was talking to is located.These people commit fraud, and, in doing so, severely marred my experience of my brothers wedding!

  

  Business Response

  Date: 11/14/2024

  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: 11/15/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $150.00 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: 11/19/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $150.00 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:11/13/2024

  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.

  On October 24th while travelling, I pulled off the road to call ahead and make a reservation with the Best Western Northwest Lodge in *****. I googled the hotel and hit call. The system said press 1 for reservations. No company name was given to indicate who I reached. I thought I was talking to the front desk but it appears that it was a third party booking through Hotel Planner. I was not asked what hotel I wanted to stay at, just whether I wanted to pay in Canadian or American. I was asked for check in and out dates. I was quoted $179. I questioned the rate and said the website shows $154. He said he booked the last 9 rooms at that rate just a few minutes ago so I could try to book, but he knows it wont go through. I told him I was a Platinum member, would that give me better price, he said he already knew that, he could see it online. It turns out he lied, no booking reached the hotel for 9 rooms. In fact there were still 6 Queen rooms available. Upon checkin, the hotel did not know I was a Platinum member and mentioned it was a third party booking (therefore I would not be receiving any points).I called the number back and talked to a reservation agent trying to figure out how I got them instead of Best Western. She told me when the front desk is busy it goes to them. The hotel tells me this is not true! I called back again a little later and said that not only had I been charged for a king room unnecessarily, but I also was charged a total of $246,62 which included $68.32 tax **************** This is 38% extra! I was never told this! This agent said they would process an escalation and listen to the phone calls. I received an email the next day asking for a screen shot of the price I saw. I sent a detailed reply and heard nothing. I called again on Nov. 6th and that agent sent a ticket to management and said I would hear back within 2 days. I called Nov. 13th to talk to a supervisor. None available, Nonexistent customer service!

  

  Business Response

  Date: 11/14/2024

  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: 11/15/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $68.00 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, please feel free to reach out to me personally at *********************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 11/19/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $68.00 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, please feel free to reach out to me personally at *********************************************************!

  Kindly, 

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

  Customer Answer

  Date: 11/19/2024

   
  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.
  

  This could have been resolved so easily 3 weeks ago instead of stringing me along, saying you would have someone look into it and rectify the situation.  Very poor customer service!

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

• Initial Complaint

  Date:11/13/2024

  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 the morning of October 23, 2024 I called to get a hotel reservation for the same day believing that I was speaking with A representative of the actual hotel. I was not informed that the organization that I had reached was a third-party entity that was not affiliated with the actual company. I was trying to do business with. I told them I needed a room for immediate check-in. I was charged $275.72. I was put on hold by the representative while they supposedly verified that the room was available for me upon reaching the hotel. There was no room available for me. They stated that they had never even been asked if there was a room available. I immediately within half an hour of making the reservation in the first place called back and demanded a refund. I was told that I would get my refund Within 10 business days. It has now been 15 or 16 business days. Since that time. I have not been issued a refund. Nobody within the organization at all reachable. Phone numbers will put me in contact with anyone about them. They continue to tell me theres nothing they can do but put in an escalation ticket

  

  Business Response

  Date: 11/13/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  
  

  

  Business Response

  Date: 11/15/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $275.72 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: 11/19/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $275.72 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:11/12/2024

  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.

  Online company (************************) masquerading as hotel (**** ******* in ******** OR) took reservation online for end of December and charged cc. Three days later, having received no confirmation contacted actual hotel (by phone) and they had no record of res. **** actual reservation with hotel and tried to block payment with cc but unable to since we did the transaction. Several days later got confirmation from Hotelplanner and cancelled via return email. They cancelled but retained $260 cancellation fee though none was charged by hotel. Obvious scam and excessive fee charged.

  

  Business Response

  Date: 11/13/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  ******************************************************************
  
  
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22546268
  
  I am rejecting this response because:  nothing has actually been done yet.
  Waiting to see their action(s) to resolve.
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 11/22/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,820.59 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