Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,164 total complaints in the last 3 years.
- 654 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:11/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I googled a phone number for the Holiday Inn Express in ******, **, I thought I was calling the motel directly. When I asked the person who answered if this was the motel, he said yes, but he was actually an agent HotelPlanner.com. I asked for a lake view room with a king size bed. He said none were available and then reversed himself and said he found a room for $145.99. Found out later there are NO king bed lake view rooms. I agreed to a 3-night stay. He said the tax and fees would be $56.29. I assumed he meant for the 3 nights which would be 12.5% a night (within the av. range of such charges). I then asked him what the cancelation policy is and he said 24 hours before the reservation starts. He then tried to sell me a $51.58 insurance policy. I asked again about the cancellation policy and he said again 24 hours and so I told him no on the insurance. It didn't make sense. He quickly added up what I would owe and I entered my credit number. I then asked about a brochure about the area I was having trouble finding. He said they had them at the front desk. The front desk was not aware of that. When I reviewed the emailed reservation and discover that $56.29 was for each night (38.4%) and I was also charged for the insurance, I called and cancelled the reservation that totaled $658.42. It took several minutes to do so. Received an email confirmation of cancellation but then discovered I had to complete another form to get my money refunded. Received another email saying refund would come in about 10 days. Then hours later another email said they wouldn't refund money because my request didn't meet their terms, but the form didn't allow me to explain why I was canceling. I had been lied to multiple times by the agent. My ******** did make a reservation through the Holiday Inn Express Website for 4 nights for less than the 3 nights the agent conned me into. The addition daily charges amounted to 11% per night. I want a refund of $658.42.
Business Response
Date: 11/11/2024
Greetings *****,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Initial Complaint
Date:11/08/2024
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 made the reservation on Monday, November 5, 2024. The agent who helped me was Angle de ***** . Upon making the booking, he never explained to us about the policy of immediate withdrawal of the payment and he also did not let me know that there was a non-refundable policy. This company is trash. They just want to take your money and its a big scam. They took $634 Dollars out of my bank account with without my knowledge because I was never told that It would be any immediate withdrawal. My booking was for July 17, 2025. Why would I say yes to a booking that is months away I spoke to several different agents. They said that I would be Contacted I have waited 3 days and still waiting on call. I also asked for it to be Expedited . I asked for a full refund and I keep getting the runaround from these people. I am going to take action if I dont get this resolvedBusiness Response
Date: 11/12/2024
Greetings,
I am pleased to inform you that a voucher for the full amount of $317.67 has been issued. To make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************!
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookingsIf you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 11/13/2024
I received regarding the vulture but I did not receive a vulture number to be able toCustomer Answer
Date: 11/19/2024
Complaint: 22532049
I received regarding the vulture but I did not receive a vulture number to be able to
Sincerely,
******** **********Business Response
Date: 11/27/2024
Greetings,
Thank you for your patience! 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. Please be advised your reservation had a partial voucher for 50 % of the amount since the hotel denied the refund and the room was non refundable, the has already been used the voucher to reserve room H9743441.Kindly,
******* Planelles
Initial Complaint
Date:11/07/2024
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.
Hotel planner is impersonating my property - ************** The put a number that is actually Hotel Planner on a site that looks like it is ******** Bed and Breakfast. When called they answer ******** Bed and Breakfast.Very dishonest practice. Will be contacting their legal department tomorrow.**** ****** Owner ******** Bed and BreakfastBusiness Response
Date: 11/13/2024
Greetings,
Thank you for bringing this to our attention! I have escalated this to my supervisors and they are working hard to find a resolution to your inquiry, as soon as I hear back from them I will update you. If you have any questions or concerns in the meantime feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/22/2024
Greetings,
Thank you for bringing this to our attention, our team is working to get the hotel removed from our site. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/26/2024
Greetings,
Thank you for bringing this to our attention, our team is working to get the hotel removed from our site. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:11/07/2024
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 September 9, 2024, I made a reservation at ********************** by Marriott Lancaster for November *****. While making this reservation, I asked about the cancellation policy. I explained that we will be there for a soccer tournament but my son was injured and we were not sure if he would be able to play in the tournament. I was told if I needed to cancel we would get a full refund - which is why I made the reservation. On October 21, 2024, I called the ********************** by ******** Lancaster to cancel the reservation. I was told I did not make the reservation through the hotel but a third party which was Hotel Planner. I was never informed that my reservation was not made with hotel but with a third party. When I contacted Hotel Planner, I was told I would receive my refund in 10 business days. It has been 14 business days and no refund. On 11/7/2024, I contacted Hotel Planner and the representative said I was only going to receive 50% of the $773.20 I was charged. I called back about 10 minutes later to speak to a supervisor and the representative told me my reservation was non-refundable. When I spoke to the front desk representative at ********************** by ******** on October 21, I was told that third party companies have similar looking websites as hotels to deceive people into thinking they are booking with the hotel. I want the full refund I was told I would receive if I needed to cancel.Business Response
Date: 11/08/2024
Greetings *******,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 11/11/2024
Hi *******,
I come bearing happy news! I am pleased to inform you that a full refund of $773.20 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,
******* *********
Business Response
Date: 11/13/2024
Hi *******,
I come bearing happy news! I am pleased to inform you that a full refund of $773.20 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: 11/26/2024
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:11/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a all inclusive property with Hotel Planner on the 15th of October 2024 for 23Feb for 7 nights all inclusive at the Fiesta Americana *************** H9534249 Room Confirmation: 38691SE000592 (Front desk will usually have this number on record) Status:Confirmed Guest Name:******** ******** Occupancy:2 adults, 0 children Room Type:Bar Rate All Inclusive Fiesta Club Double Club Level (Room Only) Nightly Rate:C$349.37 CAD Room Total:C$2445.58 CAD This confirmed booking advised sub total and I called Hotel Planner to advise what are the taxes. I did not hear back but got an email from ***************************** on the 06Nov that the rates at the hotel have changed and I would get a USD250.00 voucher to use . I emailed ***** back to advise that this was not acceptable as I booked my hotel in good faith and I did not change or cancel it and the rate should be honored. I went to view my booking and see that it was cancelled by either ***** or someone at hotel planner. They now what to charge me over $2000.00 more to rebook. This is not acceptable as I booked this hotel on their website and I locked in the rate for CAD2446.00 for 7 nights. I had until the 20th of Feb 2025 to cancel and payment was to be made directly to the hotel. When i contacted customer support at hotel planner I just wanted to know what the taxes were. What would have happened if I got to the hotel. Would they have to honor the rates booked. This has caused a lot of stress . Since I booked this hotel the rates have doubled over the last couple of weeks. The booking should have been honored and just to say oh the rates have changed because I had the option of paying directly is not acceptable. Let me prepay the CAD2446.00 now. Will make a difference.This company is un ethicalBusiness Response
Date: 11/14/2024
Good Evening,
We apologize for this inconvenience but I'd love to help! Once a reservation is made, we can not modify it but we can cancel the existing booking and a create a new one with the correct information. If you'd like to continue with this process, please feel free to reach out to me at ********************************** and we'd be more than happy to help!
Kindly,
******* Planelles
Customer Answer
Date: 11/15/2024
Complaint: 22528079
I am rejecting this response because they did not read my email. I did not change nor cancel my booking. Hotel Planner cancelled my reservation without my consent and would not honor the hotel rate that was orginally booked.Maybe get someone else to read the first email
Sincerely,
******** ********Business Response
Date: 11/25/2024
Good Morning,
We apologize for this inconvenience but please be advised that once a reservation is made, we can not modify it since the rate was agreed to at the time of booking the reservation. We can cancel the existing booking and a create a new one with the correct information. If you'd like to continue with this process, please feel free to reach out to me at ****************************************************************** and we'd be more than happy to help!
Kindly,
******* PlanellesCustomer Answer
Date: 12/01/2024
Better Business Bureau:I was able to get help from a Manager at Hotel Planner who rebooked my hotel at the confirmed rate from the 19th of October. I just had to compromise on the room type.
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:11/07/2024
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 October 9th, I contacted both the hotel and HotelPlanner.com regarding the need to cancel a reservation for medical reasons. The hotel approved the refund. HotelPlanner.com also confirmed the refund. As of November 7th, HotelPlanner.com has yet to refund me $383.62 USD. I first contacted HotelPlanner.com on September 1st to cancel my reservation [Oct 11th - 13th]. I did not hear back. On October 9th, I called HotelPlanner.com who told me to cancel the reservation directly with the hotel. I contacted the hotel - they approved a full refund. They furthur told me HotelPlanner.com would be responsible for processing the refund. On October 9th, I called HotelPlanner.com once more. They three-way contacted the hotel who verbally notified them of the confirmation of a full refund. HotelPlanner.com told me I'd receive my approved refund within 10 business days. On October 21st, I called again to determine the status of my refund as I'd yet to recieve it. I was told to call back in a few days. On November 1st, I called again. I was told I should have received my refund and since I had not, they sent my issue to the escalation team who would contact me within 3 business days. By November 7th, I had yet to hear back. I called HotelPlanner.com. The first gal told me the same thing I was told on November 1st. That my issue would be sent to the escalation team. When I told her that I'd like to speak to a member of that team, I was told that was not possible. I told her I'd wait. She put me on hold for 5 minutes and then hung up. I called back. I was told a similar narrative: an escalation team would reach out. When I asked to be copied on the request being sent to the escalation team, I was told that was not possible nor was I given a timeframe of an expected response. Yet, for my initial request on October 9th, I was emailed a copy of that conversation and the verbal confirmation of my refund via a ZenDesk ticket.I am owed a refund of $383.62 USD.Business Response
Date: 11/08/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Business Response
Date: 11/11/2024
Greetings,
I come bearing happy news! I am pleased to inform you that a full refund 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,
******* *********
Business Response
Date: 11/13/2024
Greetings,
I come bearing happy news! I am pleased to inform you that a full refund 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: 11/13/2024
Complaint: 22527355
I am rejecting this response because:The company has refunded only part of the amount owed, despite a full refunded having been authorized by the hotel. If it cannot be refunded to the initial form of payment, then I'd expect a voucher to be reissued for the oustanding balance due ($126.07) in order for it to be a fair conclusion to this issue.
Amount Owed: $383.62
Amount Paid: $257.55
Amount Outstanding: $126.07
Sincerely,
***** ********Business Response
Date: 11/13/2024
Greetings,
Thank you for bringing this to our attention! 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,
******* Planelles
Customer Answer
Date: 11/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I would like to thank ******* ********* of HotelPlanner.com for ensuring this matter was handled to the fullest.
I have received a full refund as of 11/14.
Sincerely,
***** ********Initial Complaint
Date:11/06/2024
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 made a reservation w ***************** to find out, it was made through Hotel Planner. I thought it was the hotel itself. I told them I wanted to cancel when they canceled me. They gave me a voucher and I told them that wasnt acceptable that I wanted my credit card refunded back for the $382 I was charged. I have been given the runaround for a few weeks now, telling me theyre going to deposit my $382 back to my card and it still has not happened. They told me it could take up to 10 business days. It has been 10 business days.Business Response
Date: 11/06/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 11/07/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $382.39 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,
******* *********
Business Response
Date: 11/08/2024
Date Sent: 11/7/2024 6:31:07 PMGreetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $382.39 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,
******* *********
Business Response
Date: 11/08/2024
Date Sent: 11/8/2024 1:31:21 PM
Date Sent: 11/7/2024 6:31:07 PMGreetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $382.39 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:11/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was setting up a hotel reservation for a trip to ****** for a medical appointment. I called ************ which I believed was the *********************I was given an itinerary number of H96202237 and a confirmation number of *********. I was charged $993.85 Shortly after I made the reservation, my appointment was shifted to March 12, 2025. I called the number back to change my reservation but the service consistently disconnected after I entered the requested information (I tried 10 times). I then called back the number to make reservations and gave them my information, and they told me that they couldnt help me and transferred me back to the same number that kept disconnecting my call.I then found the real number and called the ******************** directly and they advised me that the reservation was made through a third party, so they could not adjust the reservation, it would need to be done by the original party contacted.All I wanted to do was change my reservation to my new appointment date, but the company I made the reservation with will do nothing to help me make a change and will not discuss a refund. I started trying to reach out to them more than two weeks before my original reservation date and have not been able to get any resolution. I would be ok with the reservation being updated to my new appointment date.On my last call, the person at reservations said I would need to set up a new reservation for the new date, and then they would transfer me to a number to cancel my original reservation. When I explained I have tried that number and been disconnected they hung up with **** was never told that I couldnt change or cancel my reservation when I originally made it, so I do not understand my they will not help me with this date change, especially after charging me $993.85.Sincerely,******* **** **********************************************************Business Response
Date: 11/07/2024
Greetings *******,
Thank you for giving us the opportunity to review this for you! I am having a hard time finding your reservation due to the fact that the itinerary number provided contains 9 digits but the correct itinerary number should contain 8, I have also searched our system with the full name, email, and phone number provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* Planelles
Customer Answer
Date: 11/07/2024
The Itinerary number given was H9620237. This number is made up of eight characters so it should mee the requirements needed to identify and review the reservation. Please supply this information to the reservation company. If it helps, the confirmation number given was 349147136. When the ******************** was initially called, they said they could see the reservation in the system, but it needed to be changed by the reservation company that made the reservation with them, that it couldn't be resolved by the person who called the reservation company.
We are looking to change the reservation to the date of the new medical appointment, but if that is not possible, then to have it refunded.
Customer Answer
Date: 11/08/2024
Complaint: 22517974The Itinerary number given was H9620237. This number is made up of eight characters so it should mee the requirements needed to identify and review the reservation. Please supply this information to the reservation company. If it helps, the confirmation number given was 349147136. When the ******************** was initially called, they said they could see the reservation in the system, but it needed to be changed by the reservation company that made the reservation with them, that it couldn't be resolved by the person who called the reservation company.
We are looking to change the reservation to the date of the new medical appointment, but if that is not possible, then to have it refunded.
Sincerely,
******* ****Business Response
Date: 11/11/2024
Greetings *******,
I am having a hard time finding your reservation due to the fact that the itinerary number provided contains 9 digits but the correct itinerary number should contain 8, I have also searched our system with the full name, email, and phone number provided. Please provide me with the correct itinerary number beginning in H for your reservation, feel free to escalate it to me personally at ******************************************************************. I look forward to hearing back from you!
Kindly,
******* PlanellesCustomer Answer
Date: 11/11/2024
I am following up with the 8 digit itinerary number as requested by Hotel Planner.
It is H9620237.
Can they respond with information based on that?
Customer Answer
Date: 11/13/2024
Complaint: 22517974I am following up with the 8 digit itinerary number as requested by Hotel Planner.
It is H9620237.
Can they respond with information based on that?
Sincerely,
******* ****Business Response
Date: 11/13/2024
Greetings *******,
Please provide me with the correct itinerary number for your reservation, or the name and email used to make the reservation Feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 11/14/2024
Complaint: 22517974
I am rejecting this response because:
Sincerely,
******* ****Customer Answer
Date: 11/14/2024
Complaint: 22517974*******,
I am sending this to you directly and will also respond via the BBB website.
The reservation was made by ******* ****. Her address is ************************************; 75672
******* does not use email so she writes everything down. The Itinerary number she has is H9620237
The confirmation number she was given for the Crescent Court was 349147136
The telephone number she was given to check on the reservation or make changes was ************
The phone is rarely answered and when it is, the caller is put on hold or disconnected. She has tried calling for more than two weeks to make a change but has been unable to reach a person who would help. They are willing to take a new reservation, but when asked about changing an existing reservation or cancelling the reservation they simply hang up.
I am work with Ms. **** to try and help make the change to her reservation, but I too continue to be hung up on.
I spoke with the ******************** directly and they recognize the confirmation number, but go on to state that the Itinerary number it is not theres, but a third party booking company and they go on to state that ******* will need to work with them for any changes or cancellations. So, I know the reservation was made. But your company is denying ******* the ability to make a change or cancel the reservation. They wont even talk with her about it.
If I cant get some resolution to this matter, I will take this further. All of my correspondence and calls have been documented. And I feel this type of service needs to be reported and delt with.
I was hoping that reaching out through the BBB would help her resolve this, but all I have received are requests for the itinerary number which I have sent and resent several times. Someone could easily contact the Hotel Crescent Court to confirm any of this information, since someone from your company did that to set up the reservation, it shouldnt be that difficult.
She would be satisfied with the reservation being changed from the original date of 11/13/2024 to 3/12/2025. I dont believe that is asking too much. If that is too hard, then please refund the amount charged to her credit card.
I would appreciate a response today.
Sincerely,
***** Radigk on behalf of ******* ****
************
Business Response
Date: 11/15/2024
Greetings,
Thank you for taking the time to reach out with this information and the correct itinerary number! Please be advised once a reservation is made, we cannot modify it, but we can cancel the existing booking and a create a new one with the correct information. If you'd like to continue with this process, please feel free to reach back out and we'd be more than happy to help!Kindly,
******* *********
******************************************************************
Customer Answer
Date: 11/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to have confirmation on the rescheduling with a new Itinerary and confirmation number for the new date, March 12, 2025 in the name of ******* ****. How will I be receiving that? If possible, please email that information to my son in law, ***** Radigk, at *********************************************
Sincerely,
******* ****Initial Complaint
Date:11/05/2024
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.
To Whom It May Concern,On October 11, 2024 I was trying to make a reservation at a ******* location in *************. I called the phone number ************** and specifically asked if it was ******* when an agent came on the line and the person said "yes". I have since found out that it was not ******* - it was Hotel Planner.I made a reservation for the holiday weekend starting that night (Oct 11th - 14th).I found out when I arrived at the ******* location that I was charged $601.00 for three nights even though the room cost $105.00 per night.When I returned home I called the number above but was not able to speak with a person. I then, called ************** and was able to speak with someone who told me they didn't know why I was charged $601.00 when the rooms cost $105.00 per night but a break down would be sent to me within 2 days. I have not heard back from ******* addition I was charged $47.13 for a Refund Protection Plan and signed up for Global Privileges without my permission.Hotel planner needs to refund me $333.13 ($286.00 + $47.13)Thank you for your assistance in this matter.Sincerely,******* *****Business Response
Date: 11/06/2024
Greetings Heather,
To ensure accurate and prompt processing of your request, could you please reply email a copy of the receipt that reflects the lower rate you mentioned to *********************************** Your cooperation in providing this proof will greatly assist us in expediting your request and ensuring that you receive the optimal support. I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 11/21/2024
Complaint: 22515186
From: ******************************************************************************************
To: *******.*********@HotelPlanner.com
Sent: Monday, November 11th 2024, 09:53
Subject: Better Business Bureau dispute for ******* *****
Dear *** *********,
Thank you for responding to my dispute.
As per your request attached please find the confirmation that Hotel Planner emailed me where the rate per night is $115.00
If you need anything further please let me know.
Thank you again for your assistance in this matter.
******* *****
Business Response
Date: 11/22/2024
Greetings *******,
I'd love to help! To ensure accurate and prompt processing of your request, could you please reply email a copy of the receipt that reflects the lower rate you mentioned to ******************************************************************? Your cooperation in providing this proof will greatly assist us in expediting your request and ensuring that you receive the optimal support. I look forward to hearing back from you!
Kindly,
******* *********Customer Answer
Date: 11/26/2024
Complaint: 22515186Dear ******* and ****,
Attached please find the receipt I received from Hotel Planner which reflects the rate for the hotel as well as the extra charges I was charged from Hotel Planner.
As you can see I, already, responded on Monday November 11th. Please let me know that you receive this email.
Thank you,
******* *****Business Response
Date: 12/06/2024
Greetings,
Thank you for sharing the information requested. I have escalated this to my supervisors and they are working hard to find a resolution to your inquiry, and they are working hard to find a resolution. If you have any questions or concerns in the meantime, 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:11/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called the *********** in ********** NC to make a one night stay for my trip to ******* (10-12-24) H8751871and for my return a one night stay (10-18-24) H8651900 also. I thought I was speaking directly to the hotel however I got Hotel Planner instead without my acknowledgment. They were to have booked a mobility accessible room for 4 adults including my daughter who is in a wheelchair. Upon arrival I was given a hearing accessible room. I told the clerk that this was incorrect and she told me that was what was booked. When I explained that I called the hotel directly she said I did not and that I had gone through a booking agent. I told her that I had no idea what she was talking about. At this time she said that the hotel was fully booked and she had nothing for us. Once I was able to find a hotel that was available I proceeded to find out who the reservation was made through. I spent several hours trying to find out and finally found that it was Hotel Planner. I have contacted them multiple times and they have admitted that there was a booking mistake on their part. I have been escalated in their system but have not received a email stating that my refund has been finalized. They owe me $579.18 for the two cancelled nights that were their fault for improper handling of the booking.Business Response
Date: 11/05/2024
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: 11/07/2024
Good Afternoon *****,
Thank you for your feedback! I am excited to let you know that a full refund of $289.59 has been issued for reservation #H8751871 and a full refund of $289.59 has been issued for reservation #H8751900, please allow 2-10 business days for these refund to be visible to you. Please don't hesitate to reach out to me personally with any questions or concerns, my email is ******************************************************************!
Kindly,
******* *********
Business Response
Date: 11/08/2024
Good Afternoon *****,
Thank you for your feedback! I am excited to let you know that a full refund of $289.59 has been issued for reservation #H8751871 and a full refund of $289.59 has been issued for reservation #H8751900, please allow 2-10 business days for these refund to be visible to you. Please don't hesitate to reach out to me personally with any questions or concerns, my email is ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 11/11/2024
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,
***** *******
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