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.
- 650 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:11/04/2024
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,
***** *******Initial Complaint
Date:11/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 24, 2024, I purchased a room for two nights for October in the ---- in the amount of $529.22. I called the number listed below the ----- address in ----. It was Hotelplanner.com. My credit card was charged, I received a confirmation email from them with the Itinerary number.On October 11, 2024, I called them back to request a room change. Through their automated system, I was told my room was confirmed. I was transferred to a woman who said my room had been cancelled back in April. I told her I did not cancel the room. I pointed out their automated system said my room was confirmed. She repeated my room was cancelled in April. She tried to upsell me a new room for $800, I declined. I checked my April credit card statement and saw $529.22 charged - there was no refund. Wouldn't I have requested a refund, if I cancelled the room?I tried to speak to a manager and they kept putting me on hold. When they got back on, they told me the manager was unavailable. I told them I wanted my money back. They told me they were going to escalate the issue and I would be contacted about the refund. Later that day, I received an email from a woman who said I would be refunded within 10 business days. On October 21st, I called them again to check on the status of the refund and they told me the 10 business days were not up and that I would receive the refund by Friday, October 25th. I didnt receive the refund by October 25th so I called them again. They told me that the refund request had been made on October 21st (the day I called to check on the status). I told them the refund request had been made on October 11th and I had written proof of that. They told me that was not the case, the request had been made on the 21st. Again, I asked to speak with a manager and they kept putting me on hold and then telling me the manager wasnt available. It is now 15 business days following my request for refund and I havent received a *****.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,
******* *********
******************************************************************Customer Answer
Date: 11/06/2024
Complaint: 22508467
I am rejecting this response because: there is nothing to review about the reservation. I am seeking a refund which is due to me.
Sincerely,
****** ********Business Response
Date: 11/08/2024
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $487.76 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/08/2024
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:11/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/30/2024, being left homeless from Hurricane ******, called for availability in ************** in *****************, **. I was advised I needed to pay to reserve the room, as hotel rooms were scarce. Upon arrival, the hotel was dirty, unsafe, plastic window barely attached to wall on outside. Requested refund, was refunded $40 for cats which was paid at location prior to seeing room. For the $340.00 I was advised to call my bank. I did and received refund, which was later was reversed on 10/25/24 ! Because hotel said it was purchased online, where there is disclaimer. It was not! As you can see the reservation was made on 9/30/24 via phone ************** and there was no mention of it being "non-refundable." I was not advised or I would not have done business with this ********* looks as though I am not alone with my complaint; 708 complaints closed in past 3 years, 385 complaints in last 12 months.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
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,542.82 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,
******* Planelles
Business Response
Date: 11/08/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,542.82 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: 11/18/2024
The Message from the business states that a full refund of $1,542.72 has been issued back onto your card, please allow 2-10 business days for refund to be visible to you...
******* ***************************************************
I HAD REQUESTED A REFUND OF $340.40
Customer Answer
Date: 11/18/2024
Refund request was for $340.40
Customer Answer
Date: 11/19/2024
Complaint: 22507228
The Message from the business states that a full refund of $1,542.72 has been issued back onto your card, please allow 2-10 business days for refund to be visible to you...
******* ***************************************************
I HAD REQUESTED A REFUND OF $340.40
Sincerely,
******* ******Business Response
Date: 11/26/2024
Greetings *******,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H 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: 12/02/2024
Reservation made by phone, no mention of non- cancelation policy. NOT MADE BY INTERNET ?? I am a disaster victim, further victimized by LaVusta.Customer Answer
Date: 12/02/2024
Complaint: 22507228
Reservation made by phone, no mention of non- cancelation policy. NOT MADE BY INTERNET ?? I am a disaster victim, further victimized by LaVusta.
Sincerely,
******* ******Business Response
Date: 12/06/2024
Greetings *******,
I have searched our system with the 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,
******* PlanellesInitial Complaint
Date:11/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/14/24, my elderly mother searched ****** to try and make a hotel reservation at the Courtyard by ******** in **********, **. The search engine brought up a ************ website purporting to be the ********-owned site. It was essentially identical and for all intents and purposes she thought was she booking directly with the hotel. Instead, she was duped into agreeing to making a non-refundable reservation with a dubious (i.e. fake) "Refund Protection Plan" guarantee. After making the reservation, she even called the number on the website and "*****" assured her that she was speaking with the hotel and that the reservation was refundable if canceled. None of this was true. When she canceled, she only received a partial refund and the "Refund Protection Plan" was nothing by a marketing ploy. When we contacted Hotelplanner by email on 9/14, the *** assured us that a FULL refund would be issued within ten days. That never happened. She is still owed $285.17 by this company. The company should have its BBB rating reduced due to false advertising and misleading business practices that take advantage of elderly customers.Business Response
Date: 11/05/2024
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 and emailed to *********************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 11/06/2024
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:11/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Back in March 2024 I was booking a hotel stay for October *****th so I could run in the Chicago Marathon. In March I paid $929.16 through Hotel Planner. I received a confirmation email and also a receipt email. My bank account was charged. Everything seemed good. The day before leaving for ******* I got a text confirmation about my hotel stay. Everything seemed good. However once I arrived at the hotel I quickly found out that my reservation was cancelled. The hotel said Hotel Planner cancelled my reservation without my knowledge. I immediately got Hotel Planner on the phone and they admitted to cancelling my reservation, more than once, but they refuse to refund me my money. I had to pay for another hotel during my time in *******. Hotel Planner said they would submit a claim but it got denied3 separate times apparently. Every time I try getting them on the phone they seem very sketchy. I was treated poorly and lost all that money.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,
******* *********
******************************************************************Customer Answer
Date: 11/07/2024
Complaint: 22506388
I am rejecting this response because:
Sincerely,
******** ****I dont believe they are truly putting in the effort to resolve this matter. Ive communicated with them multiple times by phone and have gotten a very similar response. They will keep telling me they are working on the situation but nothing is being done. They even tried telling me the first time I talked with them that this ongoing issue is a result of my actions but they have admitted that it was a mistake on their end. I just want my money back for services that I DID NOT receive. $929.16.
Business Response
Date: 11/08/2024
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 and emailed to ***************************** // CC: ******************************************************************
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* Planelles
Customer Answer
Date: 11/17/2024
Complaint: 22506388
I am rejecting this response because:I should not be having to provide any proof In order for me to receive my money for the services that were not provided to me. My reservation was canceled by this company. This was not my error. The lady that I had spoken with admitted this mistake was on their end. I just want my $929 back.
Sincerely,
******** ****Initial Complaint
Date:11/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/25/2024, I booked a room online on what looked like the hotel was going to be staying. The branding was Hilton / hotel location. Room selected and finished what I thought was a reservation but was immediately charged $567.09 for the room and insurance I didnt know was being added. I could tell by the receipt that it was NOT Hilton but there was still no reference to the company (Hotel Planner) initiating the transaction to my credit card account on the receipt. My cc account didnt reference Hotel Planner, it was labeled HOTEL LODG* HOME2SUITE. On 9/25, I called the Reservations@lodging support # on my receipt no answer. Called on 9/26 spoke with *** 1 (*******). I told her I didnt intend to book my room through a 3rd party, she told me my reservation was non-refundable. I explained that I did not see this referenced at the time of what I thought was my reservation steps. She asked what I wanted to do and I said I wanted to be credited back the full amount. *** 1 said she would check with the hotel and if hotel approved, I would get credit and Hotel Planner would cancel and credit me back the full amount $567.09. 9/26, received a cancellation for H9382378 stating to allow up to 10 business days for the credit. Called 10/2 *** 2 (****) to ask about my credit, she said wait until 10/10. Credit not there. Called 10/11; hold time too long, they assigned a case # but nobody got back to me; still no credit, so filed dispute with cc company on 10/14. Called on 10/30 *** 3 (******) said they gave me full credit on 10/17, but no credit on my account. *** 3 said $567.09 credit should be on my account by 10/31. I called 11/1 *** 4 (*******) said I needed to remove the dispute with my cc company. ** company said merchants tell you to do this so you have no other recourse on the dispute; they advised me to NOT cancel the dispute. 11/1 I called hotel who called *************. She said she approved them to refund me the $567.09. Still waiting for the refund.Business Response
Date: 11/05/2024
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 and emailed to *********************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 11/12/2024
Complaint: 22504168
I am rejecting this response because: The block on my account is at *************, not on my actual account at my credit card company. My credit card company said Hotel Planner could lift their own block and refund my credit card. My credit card company advised me not to dismiss my dispute because this is a way for some deceitful merchants to remove recourse on the cardholders side on the transaction but not ever issue a credit. I was told by the first rep at ************* that she would only cancel my reservation if she received approval from the Hilton location where I was staying. The cancellation email showed up so I thought she received approval to credit and refund me the full amount as she explained she would do, otherwise the reservation should not have been canceled. ****** at the ****** location I booked through ************* (who based on branding appeared to be Hilton and did not identify their site as *************) called ************* and approved a full refund. I am still requesting a full and immediate refund!
Sincerely,
****** *****Business Response
Date: 11/13/2024
Greetings,
Please be advised that after taking a look at your reservation we see that it was disputed on 10/18/24, once we receive an image of the letter showing the dispute has been closed it will allow us to move forward!
This is what needs to be included in the dispute closed letter and 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 disputeThank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 11/16/2024
Complaint: 22504168
I am rejecting this response because:
*Hotel Planner cancelled my reservation indicating I would get a full refund. It seems as though this practice to cancel benefited Hotel Planner because they no longer had to pay ****** for the reservation and they did not refund me even though I was told by 4 representatives they would give me full the full refund. They keep the $567.09 they charged my account. What happens to that money at *************? Is it given to their employees as a bonus? I had to pay for the same hotel, the same dates in a separate reservation because Hotel Planner wouldnt reinstate my reservation.
The block on my account is at *************, not on my actual account at my credit card company. My credit card company said ************* could lift their own block and refund my credit card but they continue to ask me to drop the dispute to allow them to take action. My credit card company advised me not to dismiss my dispute because this is a way for some deceitful merchants to remove recourse on the cardholders side on the transaction but not ever issue a credit. I was told by the first rep at ************* that she would only cancel my reservation if she received approval from the Hilton location where I was staying. The cancellation email showed up so I thought she received approval to credit and refund me the full amount as she explained she would do, otherwise the reservation should not have been canceled. ****** at the ****** location I booked through ************* (who based on branding appeared to be Hilton and did not identify their site as *************) called ************* and approved a full refund. Hotel Planner never called the hotel in the beginning as *** 1 stated would happen! I am still requesting a full and immediate refund!
Sincerely,
****** *****Initial Complaint
Date:11/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Oct 29th made reservation. I made it for Friday, Nov 14th. I realized within the hour that I stated Friday the 14th. Friday is the 15th. I called to move the day. They told me that I could not move the day that I would have to cancel and have a 30% fee. I explained that I had a refund protection policy. They said it was not applicable, because that only applies to unforseen circumstances. I explained that making a reservation on Friday the 14th was an unforseen circumstance, as the day does not exist. I kept trying to talk to someone in an authoritative position and was told an email would have to be sent. When I made the reservation, it was not clear I was speaking with a third-party vendor, as I would not have made a reservation with a third-party vendor to avoid problems as described above. It is as though I was looped into having to pay them money one way or the other.Business Response
Date: 11/06/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $175.88 has been issued back onto the card sed 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
Initial Complaint
Date:10/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We rented a room at a hotel 10/1-10/2/2024. We had to leave our home due to flooding from Hurricane ****** and we were not even aware we were using a 3rd party site. I was charged cancelation insurance also. When we got to the hotel we had no choice but to stay that night however it was very dirty, they had no blankets available and was definitely nota no smoking room. Hotel agreed to cancel because of the inconvenience and released the money back to hotel planner, which was confirm after 11 days had passes and had not gotten a refund. I was told that the refund could be done once confirmed which was done with me on the phone, I also have a receipt. Waited and after more then a week called again , was told it was approved however it took ****************************************** 2 before the required 20 days which I had not been told the first time. Waited almost another week and again approved and now going to be escalated, asked to speak to a supervisor and of course there was none and I would get an email. Still no emai, no call, no refund. I feel very scammed. They confirmed they had the refund from the hotel yet are holding on to my money even after purchasing the insurance which was also added without an option in a very scammy way.Business Response
Date: 11/01/2024
Greetings *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $134.15 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 concern's, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 1, 2024 I called ****************** in *********,*****. ***************** said they were the ****************** which they werent. I booked October 4th thru the 6th with refund ins.for a suite/with balcony ! It ended up having no balcony!After finding that out I cancelled October 2, 2024. Agent informed me at the booking I could cancel with refund up to the day of my arrival October 4th. They cancelled and said they would be refunding me and would email me correspondence! I received neither. This is a month later with no response. Called three times and my wife called once. Each time I was told Support Response would be emailing me. When I called they tried to give me a voucher. I informed them I wanted my refund and not a voucher. Each time I called they said Support Response was working on my refund and would be contacting me. No contact or refund yet! Please help me with this issue.Business Response
Date: 10/31/2024
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: 11/04/2024
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 and emailed to *********************************************.
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.
Business Response
Date: 11/05/2024
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 and emailed to *********************************************.
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:10/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
During hurricane ****** I booked a room through Hotel Planner. I canceled the reservation that same day! I received an email after calling to cancel saying cancellation failed. I never stayed at hotel! I should have paid a cancellation fee only. They are charging me full amount! ********* is dispute claim. I have to send them all my emails and text from these crooks!Business Response
Date: 10/31/2024
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 and emailed to ***************************** and CC *******.*********@HotelPlanner!
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* Planelles
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