Complaints

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

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

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:10/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/08/24 I called ***************** in *********, ** ************* Reservations). I told Seny I needed 2 rooms for that same night and that they needed to be pet-friendly because my brother and sister were evacuating from hurricane ****** in *******. Seny said he had to check the system and that he would call me right back. He called a few minutes later from phone number ************** (Hotel Planner) and said there were no rooms available at the ***********, but he could get me two rooms at the *******************************. I restated it needed to be pet-friendly and he responded that he understood. He also told me it was fully refundable, so I agreed to book the rooms. When I got off the phone, I looked up the Sleep Inn Nashville North on my computer and found it was NOT pet-friendly, so I called the hotel directly and asked for a refund. He said it would have to be investigated since it does not qualify as a reason to cancel a reservation even though I was originally told it was fully refundable when I booked them. On 10/9 my bank account was charged $178.15 x 2 rooms totaling $356.30. On 10/09/24: I received 2 emails, one for each of my reservations, stating my refund was being processed and that it can take up to 10 business days to get the refund. On 10/23/24 I called again and was told my refund was still in process. On 10/25/24 I called again and was told my refund was still in process. I was told they would escalate it. On 10/30/24 I called again and was told there still was no change. It has now been ***************************************** refund of my $356.30.

  

  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 ****, 

  We appreciate your patience! I am excited to let you know that a full refund of $164.19 has been issued for reservation #H9482121 and a full refund of $178.15 has been issued for reservation #H9482105, 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, 

  ******* Planelles 

  

  Business Response

  Date: 11/05/2024

  Greetings ****, 

  We appreciate your patience! I am excited to let you know that a full refund of $164.19 has been issued for reservation #H9482121 and a full refund of $178.15 has been issued for reservation #H9482105, 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:10/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 17, 2024 I made a reservation for 1 night at **********************************, ****************************************************** The phone number on their website was **************************** When I called they never identified themselves as *************, ****** answered reservations. Made the reservation (charged $189.81) & when we arrived at the **** the front desk told me that the reservation was made through Hotel Planner and the fee they charge is at least $60-$70 more expensive. I called Hotel Planner & spoke to a *********. I told them they scammed me, never identifying I was using a third ********* wanted a refund. She told me she could help, put me on hold & hung up. I called back & spoke to a **** who assured me he could refund me the money. He even empathized with me when I apologized for being mad, stating "he would be much more upset if it was him." I received emails stating that a ticket was created and the cancellation was being processed. My reservation itinerary #H9546202 through Hotel Planner. I received a final email stating "the penalty will not be waived as the reservation was used and that the ability to refund the reservation is based on the hotel's discretion." I guess so that the reservation as used as they didn't send that email until the next day after we checked out! So actually Hotel ************** Western are at fault and are scamming people! The front desk person even told me that's when they do. I'm happy to pay the fee for the hotel that they would have charged IF it was through the actual hotel and not a third party. I want a refund from Hotel *********** will pay the Best Western ***** the amount for the 1 night stay on October 17th. They have my credit card information on file because the front desk required it in case of damages, incidentals, etc.

  

  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,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22494040
  
  I am rejecting this response because the response from Hotel Planner states the following:

  "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,
  ******* *********
  ******************************************************************

  That response doesn't make any sense! It says they are working on my reservation....what? On October 17th they sent me the same response after I requested a refund.  I wish to have a resolution of receiving a refund. 

  Thank you.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/04/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $50.00 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, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 11/07/2024

   
  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:10/30/2024

  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.

  Itinerary Number:H9605395 Date of transaction was October 25th Amount paid $167.42 A cheaper motel room and they wouldnt process it or did not even say the total until I submitted book hotel then it said the amount was $181.65, I called them right away and they told me I cant cancel because I already booked it. I told them that was not the price on the website for booking it was no where close to the ***** it showed it to be. They told me they cant explain what happened and that they would send me to support. I never heard from support. Ive tried calling and all they say is sending it to support. I feel I was way overcharged and would like the refund for what I was overcharged. Ive tried many times to get a hold of them and get answers, but they send to support, and I never hear anything.

  

  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,
  ******* *********
  ******************************************************************
  
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22492854
  
  I am rejecting this response because:
    I am not working on getting a reservation at this time I am wondering why they overcharged me so much. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/04/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $44.23 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 

• Initial Complaint

  Date:10/29/2024

  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 this hotel April 19 for lost lands. I went to call the hotel to see if we can get early check in. I found out the hotel was closed so I contacted the number on my confirmation email and they canceled it for me September 19. They told me I would get my refund 3-10 business days. I have emailed them and called them these past weeks and they tell me anything to get me off the phone like oh youll get an email soon about the status of ur refund. The last time I called I said I wanted to speak to a supervisor she said they cant direct calls so their supervisor would call back. They never called.

  

  Business Response

  Date: 10/29/2024

  Greetings *******,

  Thank you for your patience! I am excited to inform you that a full refund of $327.97 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 questions or concerns, please don't hesitate to reach out to me personally, my email is ******************************************************************!

  Kindly, 

  ******* Planelles 

   

• Initial Complaint

  Date:10/28/2024

  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 Oct.13, 2024, I mistakenly booked a hotel reservation with Hotel Planner thinking it was direct to the hotel and **************. I was assured by the agent that I was calling the hotel direct. He lied and lied about the type of room and the annenities. A few hours later I realized I was scammed when I actually was able to call hotel directly and they informed me that my reservation was made by a 3rd party...I immediatley cancelled my reservation and booked direct. I was told it takes 3 to 10 business days to refund. I emailed and called numerous times and was told they would expidite...never did...today called on 10th business day and still no resolve to my refund. I called my credit card company to report. So frustrated with this company...such bad customer service and response.

  

  Business Response

  Date: 10/30/2024

  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 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.
  
  

  

  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 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.
  

  Customer Answer

  Date: 11/05/2024

  I only disputed this claim with my credit card company after I waited waited and waited to get my refund. Spoke to different customer service people and were assured I would receive it in 10 business days which I waited and told them that if I didnt, I was going to be disputing this charge. There was no reason why I couldnt get my refund earlier when I only booked it for three hours before I found out I was scammed, very disappointed with your company and the way that they handled my situation. I will keep it in dispute with my credit card company because evidently I dont trust that you would do the right thing and my money in a timely fashion. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22484110
  
  I only disputed this claim with my credit card company after I waited waited and waited to get my refund. Spoke to different customer service people and were assured I would receive it in 10 business days which I waited and told them that if I didnt, I was going to be disputing this charge. There was no reason why I couldnt get my refund earlier when I only booked it for three hours before I found out I was scammed, very disappointed with your company and the way that they handled my situation. I will keep it in dispute with my credit card company because evidently I dont trust that you would do the right thing and my money in a timely fashion.
  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 11/06/2024

  Greetings, 

  Please be advised that after taking a look at your reservation we see that it was disputed on 10/31/24, please see image attached. 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 dispute

  Thank you for your patience through this process. 

  Kindly,

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

• Initial Complaint

  Date:10/28/2024

  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 October 25, 2024, I made a reservation for 2 rooms and 2 adults in each room for Hotel Atelier All inclusive. I am aware that this reservation was non-refundable but when the transaction was completed, it appeared as 2 rooms and only 1 adult in one room and 2 adults in the other room. I cancelled and immediately called customer service within 10 seconds of having made this reservation to inform them of this and wanting it to be modified for the 2 adults in each room. I have been using their platform for years and am aware that it will often glitch (will refresh in the middle of using it) and was certain that it was correct prior to hitting the purchase button. I explained all this to customer service and was reassured that this would be sent to the correct department and to expect my refund in several days and to rebook my reservation using the same site.The transaction is still pending with the credit card and 48 hours later I receive an email on my ticket stating that I would not be reimbursed. I am now left with no reservation and minus over $3,400. I called customer service again (third time in 48 hours) plus several emails and I was told that I would be reimbursed but requesting a hotel voucher would be quicker. The most recent email received by Hotel Planner just states that my reservation was cancelled (yet again) and no mention of my reimbursement or my voucher.

  

  Business Response

  Date: 10/30/2024

  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: 11/01/2024

  After I was told I would be refunded over the phone and an email said I would not and then a call said I would, I agreed to a voucher as I was told it would be "quicker". As I am having trust issues with Hotel Planner, I inquired if there were any limitations to the use of the voucher and I was reassured that none. I was told that I could use the voucher to rebook my hotel. I receive the voucher today and you can only book through a separate hotel voucher website which is a joke as the fares were so much higher than my corporate membership to their site. It seems that I cannot access my membership rates with this voucher even though the original reservation was made under my membership. So I am now left with a voucher for the full amount that I paid that will be worth nothing. I feel scammed. I do not want a hotel voucher, I want my full refund to my credit card.

  

  Business Response

  Date: 11/04/2024

  Hello *******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $3,440.64 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 11/05/2024

  Hello *******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $3,440.64 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:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room at the ***************************** through what i thought was the Marriott site. the quoted rate for the one night was $185. After I booked i received a confirmation stating the total charge was $325.45 - they added $110.95 in taxes and fees they never mentioned I called immediately to cancel - within 5 minuted of booking and was told i would not get a full refund because of the type of room I booked. I want a full refund and think this company should be fully investigated. I called the Marriott directly and got the same room for a total of $204.30 - including taxes and fees.

  

  Business Response

  Date: 10/30/2024

  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: 10/31/2024

   
  Complaint: 22479433
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 11/04/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $325.45 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 

  Customer Answer

  Date: 11/05/2024

   
  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:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/12/24: booked a hotel stay at 7pm CST for 2 nights. The price quoted on the website was less than $220. Received a receipt for $318. Called to cancel by 12am deadline (full refund). No live agent answer. Charged for a refund protection plan that I did not agree to. Hotel desk told me I was overcharged need to work with 3rd party. Checked in for the night and contacted hotel lodging, initiated a ticket for price review of the extra $109 I was charged in excess of the actual hotel rates. Spoke with the **, cancelled the 13th, approved a refund for fees and one night. I received the refund for $24.97 refund protection and $54.66 (partial) which is half of the excess $109. I've received no communication in writing or by callback regarding the cancellation refund or the remainder of the excess fees. Every time I contact customer service I am told they are unable to transfer me to a supervisor and the escalation team will not speak to people over the phone but they will raise the issue. I still have received no response. I need help getting back my money and receiving response as my calling to customer service is not working. They claim all calls are recorded and can be pulled. I have attached screenshots of all of the emails that I sent and the one auto response regarding the partial refund which was received. I am looking for the full refund for the 13th as well as the remaining overcharge. Total charged $318.74 Refunded $24.97 refund protection plan Total to CC: $293.77 Apx 2 nights per hotel at time of stay: $220 ($110/night including tax)At that time I should have received a refund of apx $73 to match hotel quote (apx $220, still including both nights). Note, the website showed same quote prior to my entering payment.10/22/24: Received partial refund for excess fees $54.66 (109.31/2)As of 10/24 total billed $239.31 Refund requested:$54.66 (overcharge in fees, partial $19) $110 10/13 refund.I will accept a refund of $129 and written response.

  

  Business Response

  Date: 10/30/2024

  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

   
  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. The company resolved my previous outreach via escalation.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel in ********, ** through what appeared to be the direct Marriott site and was 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 $123 per night and an additional charge for a refund protection plan of &***** 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 ******** and if I had booked direct the tax and recovery fee would be approx $30/night. The hotel also advised that the would agree to the cancellation with no fee and would advise the 3rd party of such once I cancelled the reservation with the 3rd party. I spoke to the 3rd party (****) and advised I needed 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 did reach out to the hotel directly, they then advised me that the hotel agreed to cancel my reservation and that I would be fully refunded. I received an email the following day that clearly stated the reservation was cancelled and would be refunded to my credit card in 3-7business days. Later that same day I received another email stating the money would not be refunded and I would be issued a credit good for the next 120 days!

  

  Business Response

  Date: 10/30/2024

  Greetings Shiloh, 

  Thank you for your patience! I am happy to let you know that a full refund of $615.52 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 

  Customer Answer

  Date: 10/31/2024

   
  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. Thank you for your help
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2/24, I was traveling by myself and needed a hotel. It was nearly midnight and I pulled into a parking lot to search online using my phone. I also called my husband so he could look online using his computer at home. He thought he was on ********'s website and booked a one-night stay at the ****************************** for that night, but within seconds he realized the purchase had been made through HotelPlanner.com and cancelled it. This is when he discovered the booking was non-refundable and the travel insurance he had purchased would not cover it either. Within 32 minutes of making and canceling the booking, we opened an online ticket requesting a refund. HotelPlanner.com has refused to refund the money and would only issue a voucher, which we have been unable to use within the 120 days they allowed. For months, I have been emailing and calling Hotel Planner to ask for a refund or an extension of the voucher, and no response. I called on 10/4/24 and the agent told me the ticket would be forwarded to their "escalation team" for immediate review, but I have not received any reply. I called again today, 10/25/24, and was AGAIN told the request would be "escalated." I asked the agent whether ************* has any policy regarding the timeline for dispute resolution, and was told they do not. So it has been almost 6 months, and my husband's 30-second mistake has cost us $262.42 plus many hours of time/effort attempting to get a refund. And apparently there is no estimated timeframe for receiving a response from them. Watch out for this company!! HotelPlanner.com has very deceptive business practices and terrible customer support.

  

  Business Response

  Date: 10/28/2024

  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: 10/31/2024

   
  Complaint: 22475438
  
  I am rejecting this response because it does not resolve the issue, it merely says theyre working on it.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/31/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $262.42 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: 11/03/2024

   
  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,
  
  ***** ********