Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

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

Customer Complaints Summary

1,164 total complaints in the last 3 years.
654 complaints closed in the last 12 months.

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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:11/12/2024
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.
I called Hilton and somehow got t transferred to this company. I bought the cancellation protection plan In case I had to cancel. I made reservation on August 21, 2024.I have called this company 8-10 times. I get told something different every time. I guess they are scammers. They have sent me emails to fill out paperwork(like going to a physician and proof of that)One email said I couldnt get my money back unless the Event was cancelled. I was going to see my grandkids,So no event. I called again today and they still are sending me stuff, but Im getting the runaround.
Business Response
Date: 11/12/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 11/15/2024
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,
******* Planelles

Business Response
Date: 11/19/2024
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Initial Complaint
Date:11/12/2024
Type:Sales and Advertising 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 through Hotelplanner.com while on the road on 09/12/24. When I showed up to the hotel that night, the room that I had booked through Hotelplanner.com was not available. The hotel assured me that night that I would be fully refunded, but I had booked through Hotelplanner which is a third party. I ended up staying at another hotel that night that was NOT booked through Hotelplanner.On 10/15/24 I was reviewing my credit card statements and noticed that I was still charged $98.55 for the reservation on 09/12. I contacted ************ immediately. They reviewed my case and told me via email on 10/16/24 that I would be fully refunded within 10 business days. I waited until the end of October but did not receive the refund. At this point I felt like Hotelplanner was engaging in deceptive business practices, so I started reaching out almost daily to inquire about my refund. I probably had no less than 20 inquires submitted by phone and email but was seemingly making no progress. Emails received no response and phone calls would get me in touch with somebody that was unable to escalate my call to a manager or help.Finally I was at my wits' end and I came to the BBB where I found ********* contact information and made some progress. On 11/08/24, ******* responded to tell me that I would be refunded $88.47 which I did eventually receive. After that I received no further correspondence from ******* despite outstanding questions.Yet I still feel obligated to report this transaction to the BBB for several reasons. Why is ************ selling reservations for rooms that aren't available? Why don't they process refunds in a timely manner? Why was my refund still shorted by $10.08? Why is it so difficult to get answers from an accountable person at the company? I get the overwhelming sense that this is a highly sketchy company. I feel like they rely on people not noticing charges or giving up out of exhaustion to scam consumers out of money. They should be looked into.
Business Response
Date: 11/12/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Customer Answer
Date: 11/14/2024

Complaint: 22545370

I am rejecting this response because: Still awaiting their answers and resolution.

Sincerely,

****** *******
Business Response
Date: 11/14/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $98.55 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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 11/15/2024

Complaint: 22545370

I am rejecting this response because: My personal complaint can be considered resolved, but I believe this company should be closely monitored. I shouldn't have to go through a third party like the BBB to get a refund processed. ************ even agreed to refund me on 10/16/24, but for some reason it still took a full month to get them to follow through with it. This is not a normal way for a company to conduct business. I am finally happy with my resolution, but am still highly skeptical of Hotelplanner's business practices.

Sincerely,

****** *******
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.
I did three screenshots of the invoice because my protonmail's encryption won't allow me to copy/paste into a word document. I hope this suffices! Thank you for all you are doing to help with this.
Customer Answer
Date: 11/03/2024
Attached is proof of my payment to States Motel. Please confirm that you received it. Thanks!
Customer Answer
Date: 11/12/2024
On the evening of September 25th, 2024, we learned that our daughter was in the *** at **********************************. We booked a room at the ************ in ******** from ****** for $96.59 on the basis of proximity to the hospital. When we arrived, we discovered that it was a filthy, run down, and uninhabitable place. The room looked like it hadn't been cleaned in months. The toilet had a ring of dirt around the water line, and the floor was filthy. Within 4 minutes, I returned to the front desk and requested a refund. I was told that it had been booked through ******* and that ******* would have to issue the refund. We were shown a booking sheet with the name Expedia on it. I knew that I hadn't booked through Expedia, but we needed to return to the hospital, so I couldn't pursue the situation further then. The front desk clerk said he would confirm that we hadn't stayed there. We got an email from ******************************* on 9/27/24, saying that our request for a refund was being considered, but have not received any further communication. Though it is the motel's policy not to give refunds, that should not apply, since we did show up and would have stayed had the place been clean. It is quite shocking that such a place can get a business license in ********. I sent them the following email on 10/2/24, and received no response by my stated deadline. I'm therefore contacting BBB for assistance.Our email of 10/2/24: We demand assurance that you are reimbursing us in full for this absolutely filthy motel room, that we were in for approximately 4 minutes as we determined that it was not suitable for anyone's habitation. We will take all appropriate steps if this is not done before 5 pm on Friday, October 4, 2024. You are not authorized to use or sell our information, and we also require assurance that all records are deleted from your system. Sincerely,***** and ******** *****
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,
******* *********
******************************************************************

Customer Answer
Date: 11/14/2024

Complaint: 22384205

I am rejecting this response because: It has been 50 days (September 25, 2024 until November 14, 2024) since I requested a refund on this filthy motel room which we could not make use of. These vague assurances that the request is being considered are clearly nothing but avoidance tactics. No response from this business has been at satisfactory. I require a message telling me that a refund is forthcoming and when I can expect it.

Sincerely,

******** *****
Business Response
Date: 11/20/2024
Greetings,
Thank you for your patience! Please be advised that we did reach out to the property and request a courtesy refund and were advised that it would not be possible for this reservation, please keep in mind that our ability to refund the reservation is based on the hotel's. As a courtesy we have issued a voucher of $50.00, to make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********

Customer Answer
Date: 11/20/2024

Complaint: 22384205

I am rejecting this response because: The business that booked this filthy motel room (HotelPlanner) owes me a full refund. I and my husband could not use the services of the squalid and filthy States Motel that they represent as serviceable. It is not. We negotiated the fee for this disgusting place with HotelPlanner, not the States Motel. HotelPlanner is therefore responsible to issue a full refund. The proposed "voucher" is a completely unacceptable resolution to this situation. I firmly reject it or any other proposed resolution that falls short of the full refund we are owed. I am shocked that, after two months, we have yet to receive that refund .

Sincerely,

******** *****
Initial Complaint
Date:11/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel room what i thought was the *** site. the quoted rate for the one night was $359. After I booked i received a confirmation stating the total charge was $698.75 - they added $285.01 in taxes and fees
Business Response
Date: 11/12/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 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,
******* *********
Customer Answer
Date: 11/19/2024

Complaint: 22537532

I am rejecting this response because:
Why is the refund only $ 150 when the charge on my card was $ 245
00
Sincerely,

**** *******
Business Response
Date: 11/22/2024
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,
******* *********
Business Response
Date: 11/22/2024
No further refund will be issued
Initial Complaint
Date:11/10/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel room through what appeared to be the official holiday inn website but was a website created by this company to imitate the official site. They billed an additional $128.62 above the normal charges for a room. There was no indication of the additional charges or that this was a fake site setup to represent the official holiday inn website until after they have taken your money.
Business Response
Date: 11/12/2024
Greetings *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $94.62 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/19/2024

Complaint: 22537043

I am rejecting this response because:
while I appreciate your attempt to resolve this matter by returning most of the overcharges it looks like you have still overcharged me approximately 30 dollars. The room rate was 205 plus about 30 bucks in normal tax and fees. So about 235, you charged my card 365 and change.
We have also still not discussed how your company is going to correct its corrupt business practices.
How the state of ******* has not moved to shut your business down is beyond understanding. Seems like BBB isnt really helping to correct your business practices, even with the thousands of complaints that all have a common thread. You are intensionally misleading consumers with websites to mimic the legitimate corporate sites along with paid search placement to aid in your deceit and then charging additional fees that are not communicated before purchase to hide the fact that something is amiss before its too late and we all end up here.

Sincerely,

******* ******
Business Response
Date: 11/26/2024
Greetings *******,
I am pleased to inform you that a refund of $94.62 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:11/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/7/24, I made a hotel reservation for 10/11/24, through what I believed was Regency-Hyatt & purchased cancellation insurance at that time. I had previously booked a separate room for 10/12/24, but made the second reservation for the 11th as a precaution because my wife had been stranded in *******, *******, due to a flight cancellation caused by Hurricane ******. I wasn't sure if she'd need to book a flight to ******* on 10/11/24.Fortunately, on the same day I made the second booking, my wife secured a flight home. As a result, I began the refund process on 10/7/24, using the ************** provided in the cancellation insurance confirmation.However, by 10/11/24the day of the bookingI hadn't received a response regarding my refund request. I called the hotel directly, & the representative informed me that cancellations & refund processing needed to be handled through the third-party company, *************. Following this advice, I contacted Hotel Planner via phone & followed their automated process to confirm the cancellation of the 10/11/24 reservation. Although the room was successfully canceled, we still did not receive any confirmation that the refund had been processed.After allowing sufficient time for the refund to be issued, I logged into the Hotel Planner website for further review & discovered that my refund request had been denied without a clear explanation.On 11/7/24, I found a contact number for Hotel Planner & spoke with a representative. They confirmed that they had reached out to the hotel to verify the cancellation, & I later received an email response stating that the hotel confirmed the reservation was used on 10/12/24. Based on this, the representative stated that no refund would be processed.However, as mentioned, the 10/11/24 reservation was entirely separate from the 10/12/24 reservation. The two bookings were for different dates, & the 10/11/24 booking was not used, so I believe I am entitled to a refund for this reservation
Business Response
Date: 11/12/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Customer Answer
Date: 11/13/2024

Complaint: 22536976

I am rejecting this response because the desired outcome has not been reached.

Sincerely,

****** *******
Business Response
Date: 11/14/2024
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,
******* Planelles
Customer Answer
Date: 11/15/2024

Complaint: 22536976

I am rejecting this response because we opened the dispute due to a lack of response from Hotel Planner.

Sincerely,

****** *******
Initial Complaint
Date:11/09/2024
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.
On Nov 2nd I booked 2 nights , for $500 at ******************* . I asked if this was a direct booking with the hotel and was told YES !. Unknown to me the booking came through a third party *****************. Prepaid confirmation added $245 in hidden taxes and fees without my knowledge . I paid $746 , not the agreed $500 amount. I am a senior traveling to ******* to attend a memorial for my recently deceased friend. The hotel booking deception , added greatly to my grief. How this can happen in an industry so essential to Florida's tourism business is a serious blow to the reputation of all parties, including The ************** chain which doesn't protect Consumers against this 3rd party scam by Hotel ************ From the many Complaints on BBB, this is an ongoing situation which needs remedy . Thank you for your consideration.
Business Response
Date: 11/12/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Customer Answer
Date: 11/14/2024
Hello. Now that I've returned home , my notes show the quote from " **** Where he Confirmed the hotel booking at ************************; , 1 king bedroom , Nov 8 & 9 , for $370 total all taxes and fees included !!!!
Truly outrageous to apply a huge secret markup.
Please contact me directly at ************. Thank you. **** Cino

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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/19/2024

Complaint: 22536304

Hello. Now that I've returned home , my notes show the quote from " **** Where he Confirmed the hotel booking at ************************; , 1 king bedroom , Nov 8 & 9 , for $370 total all taxes and fees included !!!!
Truly outrageous to apply a huge secret markup.
Please contact me directly at ************. Thank you. **** ****
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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:11/09/2024
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.
Booked a hotel in *********, Tn through what appeared to be the direct Marriott site. I went to ******** website found the phone number for the hotel and called callef the hotel front desk from the website to make reservation and was advised by the front desk , I could get a better rate if I booked online. From the same website page I made the reservation. The ******** website actually routed through a 3rd party for the reservation. After the reservation complete and the confirmation was confirmed there was an additional tax and recovery fee of $60.10 per night which I did not select or agree to. Upon calling the hotel directly with regards as to why there was a tax and recovery fee that was almost as much as the nightly rate, I was informed by the hotel that the reservation did not come directly through Marriott*** and they were not aware of additional charges and I would need to contact the 3rd party. I called the support line and and ask if I could get a breakdown of the recovery fees as well as informed them I had not agreed to other charges. Multiple support agents advised it was a recovery fee but had no details. I then ask for a full refund and was advised they were not authorized to do so and the escalation team would look into the issue and reply. I advised I wanted to cancel the reservation with them due to them basically ripping me off on the tax and recovery fee. The 3rd party put me on hold and claimed to reach out to the hotel directly, to ask if the hotel agreed to cancel my reservation so that I would be fully refunded. ******* times I was told the hotel did not answer the phone so I called the hotel ftom another phone, explained the situation and ask they stay on line while I requested the 3rd party to try calling the hotel once again. Again, I was advised the hotel did not answer, however the the hotel never received a call. This is a high level scam that has received hundreds of complaints for the exact same issue.
Business Response
Date: 11/13/2024
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $58.00 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: 11/14/2024

Complaint: 22535205

I am rejecting this response because:

Sincerely,

****** *****
Customer Answer
Date: 11/14/2024
The refund is not half of what the charges were. My original request was I would like to know what was included in the recover & Fees charge. I have yet to receive an answer to that question. Total charges for recovery was ******. I would like a breakdown of what is included in those charges. At minimum, I expect ****** refunded but I also see where multiple quest received a full refund for the same experience. How do you pick which guest are allowed a full refund and which are not. I didn't get any info as to what the $58.00 refund was for. At minimum, I should receive another *****. I prefer the entire purchase $297. I was in town with my partner who is in ******************* waiting to have heart surgery and I spent over 4 hours trying to get an answer from your support team.
Business Response
Date: 11/15/2024
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $58.00 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
Business Response
Date: 11/15/2024
No further refund will be issued
Customer Answer
Date: 11/19/2024

Complaint: 22535205

The refund is not half of what the charges were. My original request was I would like to know what was included in the recover & Fees charge. I have yet to receive an answer to that question. Total charges for recovery was ******. I would like a breakdown of what is included in those charges. At minimum, I expect ****** refunded but I also see where multiple quest received a full refund for the same experience. How do you pick which guest are allowed a full refund and which are not. I didn't get any info as to what the $58.00 refund was for. At minimum, I should receive another *****. I prefer the entire purchase $297. I was in town with my partner who is in ******************* waiting to have heart surgery and I spent over 4 hours trying to get an answer from your support team.

Sincerely,

****** *****
Business Response
Date: 11/19/2024
No further refund will be issued
Customer Answer
Date: 11/19/2024

Complaint: 22535205

I am rejecting this response because: I still have yet to receive a detailed breakdown of what the recovery & fees charge includes. I can see multiple complaints on BBB regarding the same issue. As I see it, these are fraudulent charges and have been turned into my bank as such. I request information regarding the charges. I didnt get the information. I received a $58 credit with no explanation what the refund covered. Total fraudulent charges to my card was $120.20. I did not approve those charges and have not received a breakdown of what those charges were or what was included. The $58 dollar credit. And with no explanation as to what was credited and there is still $63.20 of fraudulent charges remaining. I requested a full refund due to the amount of time and effort I have put into simply getting a breakdown of those charges. I also see where full refunds have been issued to other consumers for the exact same issue. I would also like to understand what qualifies some consumers for a full refund and not others.

Sincerely,

****** *****
Business Response
Date: 11/22/2024
We dont have an option for a receipt that shows the breakdown of the taxes and fees. I have provided her with a full receipt showing the nightly rate, taxes and fees, and room total.
Customer Answer
Date: 11/22/2024

Complaint: 22535205

I am rejecting this response because:

Providing me with a receipt that doesnt describe the fees doesnt help anything I had that when I booked the room. When you have a room right of $85 theres no way taxes and fees should be 60 more than half Of the room rate. My question was what is the recovery fee? Im asking the BBB to please flag this business has such the majority of every review has the same complaint. I have now bogus extra charges on the bill and when you go through the website website, theres nothing at all about a recovery fee. If you cant break down the taxes, recovery and fees, what was the $58 credit for?

Sincerely,

****** *****
Customer Answer
Date: 11/27/2024
This business DID NOT address the issue at all. I hav ask for a simple explanation of what is included in the recovery fee. I understand the business stated they were not able to print a detailed receipt that breaks down the fee. At minimum, since there is no mention of this fee at checkout, the business should be able to verbally provide an explanation of what is included in the fee. For an $85 per night room rate. It is unheard of to have $60.10 tax per night. They refunded $58 dollars but provided no explanation as to what the $58 dollars was for. Also, I can see from the reviews on BBB this is a scam this business often runs
Initial Complaint
Date:11/09/2024
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.
We booked a hotel online and after we booked it, they added tax recovery and fees amount which was astronomical and did not make sense, this appears to be a scam We received a partial refund after calling to complain I would like this company to stop adding these fees and stop scamming people
Business Response
Date: 11/12/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that as a courtesy a refund of $72.00 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 free to reach out to me personally at ******************************************************************!
Kindly,
******* pLanelles
Customer Answer
Date: 11/15/2024
The business was supposed to email us a breakdown of the taxes and fees they charged us and we did not receive it
Customer Answer
Date: 11/19/2024

Complaint: 22534861

The business was supposed to email us a breakdown of the taxes and fees they charged us and we did not receive it

Sincerely,

******* ******
Business Response
Date: 11/22/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that as a courtesy a refund of $72.00 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 free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/22/2024
No further refund will be issued
Business Response
Date: 11/22/2024
Greetings *******,
Thank you for your patience! Attached is an image of a receipt for your reservation. If you have any further questions or concerns, please don't hesitate to reach back out!
Kindly,
******* *********
Brand Ambassador
******************************************************************
Business Response
Date: 11/22/2024
Thank you for your patience! Attached is an image of a receipt for your reservation. If you have any further questions or concerns, please don't hesitate to reach back out!
Kindly,
******* *********
Brand Ambassador
******************************************************************
Customer Answer
Date: 11/22/2024

Complaint: 22534861

I am rejecting this response because:
That is not a detailed receipt. I am requesting a breakdown of exactly what taxes you have charged me and any other hidden fees
Sincerely,

******* ******
Business Response
Date: 12/02/2024
Greetings,
Please be advised this is the only receipt our system offers. If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 12/02/2024

Complaint: 22534861

I am rejecting this response because:
This is not acceptable to charge an unacceptable and astronomical amount of tax /hidden fees without providing details as to how it is broken down
I believe this is fraud and you are not providing an acceptable or accountable response because you know what youre doing is not legal. There is an easy way for you to provide me an answer to my request of the breakdown of what you have charged me. This is what a good business would do so I am going to wait for this breakdown to be sent to me
Sincerely,

******* ******
Initial Complaint
Date:11/09/2024
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.
Hotel Planner is holding back my money and acknowledges that they have refunded via vouchers and refunded back to our credit card but this has not happened yet. We have made over 50 calls and communicated through email at least 30 to 40 times still no resolution. Each time we call we have to explain all over again and every time they open a ticket. This company has no idea on what they are doing. No one is helping resolve our issue here. This is frustrating..Issue since July 20th Several calls and emails have been exchanged but they apologize, escalate and promise a refund. They claim its processed but nothing received. H8885173 ** Marriott, refund of $659.38 was issued in a voucher and $1478.77 is pending in vouchers or refund. Promises have been made but no refund or voucher. The $659.38 was used to rebook H8929009 at the same hotel again. This was all due to flight cancellations. H8887213 $1858.68 was refunded but $619.56 remaining balance is to be refunded back on the card. Summary: Refund needed $1478.77 for H8885173 $619.56 for H8887213
Business Response
Date: 11/11/2024
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: 11/12/2024

Complaint: 22534791

I am rejecting this response because: I have 20 and more emails from Hotel Planner follow up since July to date. (Nov 12th). They have all not been reading the notes on file. Some say a refund was issued, some day a voucher was issued. Last month we spoke to someone who got it right and promised to escalate. Each time we call, there is the same reply that we will give you a voucher and a refund for both itineries, but there is nothing. I need to use the credit to book another hotel in November and we have requested call backs and responses many times in the last 4 months. I am attaching 5 emails but can provide them all if required. A manager needs to look at this and process our refund. This is not rocket science and it should take them time to process refunds and vouchers, if they have already made a commitment.
Kindly have this resolved or connect us Via email to one person who can look at this and resolve it for us. for the last 4 months we have been calling and speaking to different agents, they all promise, apologize and escalate. I need a manager's email to deal with this. Agent ***** ******* promised to escalate it and the managers ****** or ********* would call but nothing happened.
H8885173 $1478.77 is still owing in a Voucher and $659.28 was refunded in voucher that was used for a 3rd Itinerary for the same hotel since flight was cancelled a re booking was done.
H8887213 $619.56 is still owed in refund to Credit Card.

Sincerely,

****** ****
Business Response
Date: 11/15/2024
Good Morning Nazish,
Thank you for your patience! I am pleased to inform you that for reservation #H8887213 a full refund of $1,797.98 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. Please be advised since the voucher for reservation #H8885173 was fully used and the hotel confirmed reservation #H8929009 was fully utilized, the reservations will not be refunded. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/21/2024

Complaint: 22534791

I am rejecting this response because: It has been 7 days since they said they have processed a refund and that has not happened. Their agents are still sending me an email saying they are looking into it. The amount to be refunded is not $********* is the breakdown one more time. This breakdown their *** has confirmed many times but never refunded.
Booking 1: The refund amount is $1478.77 as of now from Booking number H8885173 ($659.28 was issued to me in voucher # ****************) which was used towards Booking (3Third)- H8929009 Hilton July *****) $14.78.77 is still remaining from H8885173
Booking 2: $619.56 is remaining from H888213 (remainder was refunded to me)
Total from booking 1 = $1478.77+$619.56 from booking 2= $2098.33
After 5 months of lame promises and no one capable to resolve this, I would like for them to show me proof that they have issued any other vouchers or refunds. They must show proof to BBB that they have issued a refund. Their promises are lame and I have proof and breakdown. Is there a way I can do a zoom call with a manager there to explain in detail what happened. They say a voucher was issued for a full amount and was used. The only voucher issued was the one I mentioned above with the voucher number.

Sincerely,

****** ****
Business Response
Date: 11/25/2024
Good Morning Nazish,

Thank you for your patience! I am pleased to inform you that for reservation #H8887213 a full refund of $1,797.98 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. Please be advised since the voucher for reservation #H8885173 was fully used and the hotel confirmed reservation #H8929009 was fully utilized, the reservations will not be refunded. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

Kindly,

******* Planelles
Customer Answer
Date: 12/05/2024

Complaint: ********

From: Naz Dada <******************************************************************************>
Date: Thu, Dec 5, 2024 at 12:32 AM
Subject: Re: BBB Serving ***************** & the Caribbean Complaint #********
To: *******.*********@

Hello *******,

It's been 20 days since your 2 messages of refund processing of the funds in 10 days but nothing deposited in our account. Following up on the email below and BBB messages.

Thank you.

From: Naz Dada <******************************************************************************>
Sent: November 27, 2024 8:29 AM
To: *******.*********@HotelPlanner.com <*******.*********@HotelPlanner.com>; ************************************************************************************************************ <************************************************************************************************************>; ***** **** <**********************************************************************************>
Subject: BBB Serving ***************** & the Caribbean Complaint #********

To ******* (Hotel Planners)

Complaint: ********

Hello *******, (Please see your email below and all attachments)

I have received your response on BBB portal, and it is the same as the previous one sent. You had stated Mid November that a refund will be issued in 10 days, but nothing was received. This has been happening for months where a refund is promised and never issued. Your message today states the same that a refund will be issued in another 10 days.

I feel someone needs to review the file properly. You mentioned that a full voucher was used and issued. Can you show me proof and the voucher number for the full amount.

The amount to be refunded is not $1797.98. The amount to be refunded is $2098.33. Here is the breakdown for you: These amounts have been confirmed by your reps ****** times.

Booking 1: The refund amount is $1478.77 as of now from Booking number H8885173 ($659.28 was issued to me in voucher # ****************) which was used towards Booking 3 H8929009 Hilton July *****) rest was paid from my credit card. $1478.77 is still remaining from H8885173. ONLY $659.28 was issued in voucher and not full amount). See voucher attached below!

Booking 2: $619.56 is remaining from H888213 (remainder was refunded to me on my card)

Balance owed to me: Total from booking 1 = $1478.77+$619.56 from booking 2= $2098.33

It has been 5 months now and no one is able to resolve this despite promises. Refunds are said to have been processed but nothing in our account. Please see proof below.

Good Morning Nazish,

Thank you for your patience! I am pleased to inform you that for reservation #H8887213 a full refund of $1,797.98 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. Please be advised since the voucher for reservation #H8885173 was fully used and the hotel confirmed reservation #H8929009 was fully utilized, the reservations will not be refunded. If you have any further questions or concerns, please feel free to reach out to me personally at *******.*********@HotelPlanner.com!

Kindly,

******* *********
HotelPlanner.com <*********************************************************************************************************************>, ************************************************************************************************************ <************************************************************************************************************>, ***** **** <**********************************************************************************>
Business Response
Date: 12/08/2024
Greetings Naz,

Thank you for your patience! I am pleased to inform you that for reservation #H8887213 a full refund of $1,797.98 has been issued back onto the card used to purchase your reservation on 8/23/2024. Please be advised since the voucher for reservation #H8885173 ($2,138.05) was fully used and the hotel confirmed reservation #H8929009 was fully utilized, the reservations will not be refunded.

Please see images attached
Kindly,
******* *********

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