Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,230 total complaints in the last 3 years.
- 606 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:10/10/2025
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 booked a hotel through HotelPlanner for the *************** Chicago Marathon weekend. I received a confirmation and paid $279 for one night (Oct *****th, 2025). When I called the hotel directly to confirm closer to my arrival, they had no record of my reservation.I immediately contacted HotelPlanner. After over 3 hours on hold, I was repeatedly hung up on. When I finally reached an agent, I was told my only option was to rebook at current marathon weekend rates $1,200 per night with a 2-night minimum and I would have to pay the price difference out of pocket. I cannot afford this, and it is not what I booked or agreed to.This is deceptive and unfair business practice. I had a valid reservation and confirmation, which HotelPlanner failed to honor. Instead of providing me with an equivalent reservation at no additional cost or issuing a prompt refund, they are trying to exploit the situation by forcing me to pay drastically higher rates.Desired resolution:A confirmed reservation at an equivalent hotel at no additional cost to me.
Business Response
Date: 10/13/2025
Greetings *******,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 10/13/2025
Complaint: 23998148
I am rejecting this response because:
The reservation was supposed to be from October 11th, 2025 to October 12th, 2025, and it is now October 13th. Since HotelPlanner did not properly book the reservation or resolve the issue on time, I am now requesting a full refund for the amount paid on August 11th for this reservation.Sincerely,
******* ********Business Response
Date: 10/15/2025
Greetings *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $279.41 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/09/2025
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.
Made a booking for the ******************* for 10/11-10/13 for TWO Studio style rooms and they only sent the hotel one room and now refuse to send the other room. They have only stated they can issue a voucher (not even a refund) to rebook ourselves. Which won't work since it's this weekend AND the prices are higher now. We pre paid in full for TWO rooms and the hotel has confirmed they are available. ************* is not just simply sending BOTH rooms on the same booking to the hotel for confirmation. Please resolved this within 24 hours!Business Response
Date: 10/10/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 10/22/2025
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:10/09/2025
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 hotel online in January of 2025 and mistakenly didn't realize it was through a third party, called Hotel Planner, instead of directly with the hotel. This reservation was for $3,600 at the Fairmont Scottsdale Princess. When I had to cancel the reservation I realized it was through Hotel Planner and contacted them for a refund. They do not offer refunds, but they will provide you a Voucher that you can use to book through their website to make a reservation at another hotel. They charge you one full night's cost but refund you the remaining.I have been able to use the Voucher to make hotel reservations through their website, but they make it extremely difficult to use. After each new reservation they are supposed to offer you a new Voucher with a new Voucher # that can be used to make a new reservation. It takes many calls and emails to actually get the new Voucher.I am still due a Voucher for $1,562.66 that I need to use soon in order for it to be valid. I have called, sent emails and followed up multiple times over the last 2 months and I still do not have a Voucher for the remaining amount. I have sent multiple emails and their response continues to be that the Voucher has been sent to my email, but it hasn't. I have checked all email folders and I don't have it. I have repeatedly requested that they resend the Voucher so I can make the reservation and they continue to give me the run around.This has been going on for months. I feel that they are now just trying not to give me the Voucher, hoping it will expire and they will hold the remaining funds of $1,562.66.I am asking for help in securing a new Voucher so I can make my final reservations and end this matter.Business Response
Date: 10/10/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request. If you have any immediate questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 10/13/2025
Complaint: 23995710
I am rejecting this response because it simply states that they have received the complaint and there is no suggested resolution in the response. I am waiting to hear what they are going to do to address this issue.
Sincerely,
***** ********Business Response
Date: 10/15/2025
Greetings,
Thank you for allowing us the opportunity to review your request. Im pleased to inform you that an updated voucher for your future stay has been sent to your email.
To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
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 bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
Kind regards,
**** *******Customer Answer
Date: 10/23/2025
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:10/09/2025
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 booked a hotel reservation through a website that appeared to be affiliated with ********, but I later discovered it was a third-party booking company using misleading branding and design that closely resembled the official ******** site. During the booking process, I was not clearly informed that the reservation was prepaid and non-refundable, and I believe additional charges for travel insurance were added without my explicit consent.After completing the booking, I never received an email confirmation of the reservation. When I contacted the company, they claimed to have resent the confirmation email, but it also never arrived. The only message I received was a brief SMS text with very limited details and no clear disclosure of terms or refund conditions.I contacted the hotel directly and was informed that the reservation associated with my name and reservation number had been cancelled in their system. The hotel confirmed they had no active booking under my name.I then contacted the booking company again to request a refund. They told me they could not issue a refund because my credit card dispute was still active, and they asked me to withdraw the dispute before they would take any action. However, they refused to provide any written confirmation that a refund would actually be issued or to specify the amount or timeline. This request feels coercive and untrustworthy, particularly given their pattern of misleading behavior and the fact that the reservation was never fulfilled.I believe this company engages in deceptive online marketing and business practices, including impersonating well-known hotel brands, failing to provide confirmation emails, and pressuring customers to drop credit card disputes before offering vague promises of refunds. I am seeking a full refund of all charges associated with reservation number *********, including any added fees or insurance costs.Business Response
Date: 10/09/2025
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.
Kind regards,
**** *******
Customer Answer
Date: 10/11/2025
Thank you for your response regarding the disputed reservation associated with BBB Complaint ID ********.
Before we proceed with any consideration of withdrawing the credit card dispute, we require written confirmation from your company clearly stating:
The total amount that will be credited back to the cardholder.
That the full refund will include all charges, including the initial reservation amount and any additional fees (such as insurance or non-optional add-ons) applied during the booking process.
Please note that the reservation has already been canceled. We have confirmed directly with the hotel that the reservation was canceled not by us, but by a third party, presumably HotelPlanner. Therefore, there should be no penalty or withheld funds associated with the cancellation.
As previously advised, and in alignment with best practices for consumer protection, we will not withdraw the dispute unless we receive a written commitment from your company confirming the total amount to be refunded. This protects the cardholderwho is an elderly individualfrom potential financial harm resulting from unclear or non-committal refund processes.
We look forward to your prompt response with this confirmation. Once provided, we will evaluate and determine the appropriate next step.Business Response
Date: 10/15/2025
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.
Kindly, ******* *********
Initial Complaint
Date:10/09/2025
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, unknowingly, booked my disneyland hotel stay through them when their phone number popped up when googling **************** reservations. This number was ************. This number now leads you to a pest control company and seems to be some kind of geo tracking number. I booked this back on July 24th 2025 under the impression that I was booking through ********** directly. Recently, I received both an email and text message from hotel planner and a company called *********** stating that my reservation has been canceled. Ive called the ************** number provided by them and can only get a call center in *****. Every time I call they communicate my room has been canceled but they cant tell me why. They also claim no refund is possible. They end each call with the same narrative that Ive escalated this claim you will receive communication from our team at a later time. I never hear back from them. This company charged me $7,873 dollars, canceled my hotel stay and kept every *****. They are offering me $100 voucher toward another stay but refuse any kind of refund for my $7,873 or explanation as to why they canceled my room. The most concerning part is that this company posed as disneyland both on the phone and within my confirmation email. Id like to note again, the phone number I used to book was an Anaheim area code phone number that no longer takes you to them. ******* is where ********** is located, to add to the confusion. After doing some further research it appears this company is quite good luring you into believing you are speaking directly to a hotel and then scamming you with confusion tactics. Im completely baffled as to how this all happened.Customer Answer
Date: 10/09/2025
I would like to add more proof that this company falsely led me to believe they were in fact Disneyland when booking my hotel stay. In addition to a false, no longer in service, phone number. The statements from my bank also show that they claim to be disneyland. Please refer to images I supplied. Please note the disneyland wording throughout them. I would also like to point out that these two bookings were made at the exact same time, however, they have drastically different information associated with them adding to the web of confusion.
I am having extreme difficulties getting in touch with anyone who can explain why they canceled my room and kept my money.
Business Response
Date: 10/09/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that for Itinerary #H12814478, a full refund of $3,572.38 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Business Response
Date: 10/09/2025
Greetings ******,
Correction: Thank you for giving us the opportunity to review this for you. I am pleased to inform you for Itinerary #H12095900, a full refund of $3,572.38 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************.
Kind regards,
**** *******Customer Answer
Date: 10/09/2025
Complaint: 23993727
I am rejecting this response because I booked two rooms through you at the same time. The refund you mention only includes the funds for one of the rooms you canceled without cause. I need a complete refund totaling $7,874.11you canceled both of my rooms. Please see the booking numbers and associated fees listed below. I need a full refund for $4301.73 in addition to the $3572.38 you are proposing.
$4301.73 USD H12095857
$3572.38 USD H12095900please see the bank statements attached. Also note the messaging that implies you are disneyland but in fact you are not nor are you associated with their company whatsoever. ********** is requesting we file a police report should we not succeed in a full refund totaling $7874.11.
Sincerely,
****** ******Business Response
Date: 10/14/2025
Greetings,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that full refunds of $4,301.73 and $3,572.38 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Initial Complaint
Date:10/08/2025
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 wanted to reserve a hotel room. I called the number with a picture of the hotel, thinking I was speaking to the front desk. ************* in ******* MI. The phone number was the area code of the city in which the hotel is located. I booked the rooms. Two rooms for 10/24/2025 for $289. Before I ended the call I asked about the cancellation policy. The woman on the phone told me I could cancel within 24 hours. At the very end she said the price included a $25 cancellation fee. Odd, I thought, never had that before speaking directly to the front desk.When I was forced to cancel ***************************************************************************** car trouble. Really? I started the refund insurance claim. When I call the number back they will not tell me the name of the company they work for. They have have a AI assistant that does not work. It cannot understand even the booking Number. There are links on the refund page that Do not click. They do not lead anywhere. They are threatening me with the entire charge of the cancelled reservation. They have to wait 3-5 days to send it to their escalation team. I believe this is an unethical company I have spent the entire day on the phone attempting to resolve this. I had to get their number from Chase ***** They do not list their name on the credit card bill. Even when I called the number that Chase **** gave me, the girl on the other end lied about the name of the company initially. Unbelievable! They are not forthright with the name of the company. Why are they hiding the name of the company.Business Response
Date: 10/08/2025
Greetings ********,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $263.82 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/07/2025
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 believe this is a scam operation. I thought I was calling the hotel to make a reservation for Nov 6-8. /The person never identified they were an agency. They said the fee was non-refundable so I bought the $105.00 insurance. I asked if I could cancel for any reason and he said yes. I was then surprised to see the total charge of $1,185.39 appear on my **** card right away. Hotels bill the card once your stay is completed or advise they have a hold on the card for an nominal amount. I called the hotel and that is how I learned that somehow I clicked on a number when looking at rates that directed me to another site. The hotel did not book the reservation but this company did. I finally was able to contact them and I said I want a full refund and cancellation! They refunded me $312.72, cancelled the reservation and I now have $872.67 on my ***** I cannot get to this company to speak to anyone. Please help!!Customer Answer
Date: 10/07/2025
After I contacted the business again they refunded all of my money with the exception of the fee for insurance. I am fine with this action. If I do it get this refund ( I see it pending on my bank statement, I will let you know. Thank you very much.Business Response
Date: 10/08/2025
Greetings,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $1,185.39 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
Kind regards,
**** *******Customer Answer
Date: 10/08/2025
Better Business Bureau:
After I contacted the business again they refunded all of my money with the exception of the fee for insurance. I am fine with this action. If I do it get this refund ( I see it pending on my bank statement, I will let you know. Thank you very much.
Sincerely,
****** ********Initial Complaint
Date:10/04/2025
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 August 7, 2025 ****** *********** called Hotel Planner to book a room for the *********** in **********, *********. They gave her the street address (state not given). Arrived in ******************** and could not find the address on ****** Maps: but, found another Hampton Inn who told us they had no room booked for us. ****** called back Hotel Planner, and they, in ***** had, booked a room in ********** *************, the WRONG state. They acknowledged the ***** and then they hung up on ******. They did not cancel the booking in ************* because *********** consequently listed us as a "no show" and our Discover card was billed for $208.76. ****** initiated a billing dispute with our Discover account. Many phone calls to Hotel Planner and Emails with Hotel Planner Lodging Support ******** ***** Aug 20, Aug 25 & Sebastiam Vallejo (BUW) Sep 8, 2025 has not resolved this issue. Hotel Planner needs to resolve this charge with Hampton Inn. It is not ****** or Kens ****.Itinerary #H12263893 Discover Dispute Case No: *********B Merchant Name:***********HANPTONIN8 Dispute Amount:$208.76Business Response
Date: 10/06/2025
Greetings ******,
This response is related to your reservation for Itinerary # H12263893.
After carefully reviewing the call with the representative who assisted you in booking your reservation, we can confirm that all details of your booking, including the full address of the property, were provided and agreed upon at the time of booking.
We also contacted the property regarding your request, and they informed us that the reservation was marked as a no-show, meaning that the penalty will not be waived and no refund has been approved. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. Should you need any further assistance, please do not hesitate to contact us.
Sincerely,
**** *******Customer Answer
Date: 10/09/2025
Complaint: 23973711
I am rejecting this response because:Unqualified respondent (**** *******) to my request. He/She did not "review my call with the representative" as written in her response. If said **** ******* had, he/she would have completed his/her investigation and learned that I ****** *********** made a SECOND call to Hotel Planner (within the hour) inquiring why I was at the wrong hotel in *********, therefore was informed the reservation was for **************
If she/he contacted *********** in ************* and found this a "no show'" then it was a MISTAKE by Hotel Planner to rectify this charge because they did not cancel their MISTAKE on August 7, 2025.
I request Mr/Ms **** ******* to take this matter to someone else of higher authority at Hotel Planner who can fully understand this PROBLEM.
Sincerely,
****** ***********
Business Response
Date: 10/14/2025
Greetings ******,
This response is related to your reservation for Itinerary # H12263893.
After carefully reviewing the call with the representative who assisted you in booking your reservation, we can confirm that all details of your booking, including the full address of the property, were provided and agreed upon at the time of booking.
We also contacted the property regarding your request, and they informed us that the reservation was marked as a no-show, meaning that the penalty will not be waived and no refund has been approved. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. Should you need any further assistance, please do not hesitate to contact us.
Sincerely,
**** *******Customer Answer
Date: 10/17/2025
Complaint: 23973711
OCTOBER 17,2025I am rejecting this response because my case is bonified and honest .I reject the two FORM LETTERS SENT BY **** ******* HOTEL ****** EMPLOYEE.
Unqualified respondent (**** *******) HAS NOT REVIEWED MY REQUEST. He/She DID NOT "review my call with the representative" as written in her response. If said **** ******* had, he/she would have completed his/her investigation and learned that I ****** *********** made a SECOND call to ************* (within the hour) inquiring why I was at the wrong hotel in *********, therefore was informed the reservation was for **************If she/he contacted *********** in ************* and found this a "no show'" then it was a MISTAKE by Hotel Planner to rectify this charge because they did not cancel their MISTAKE on August 7, 2025.
I request Mr/Ms **** ******* to take this matter to someone else of higher authority at Hotel Planner who can fully understand this PROBLEM..
Sincerely,
Sincerely,
****** ***********Business Response
Date: 10/20/2025
Greetings ******,
After carefully reviewing the call with the representative who assisted you in booking your reservation, we can confirm that all details of your booking, including the full address of the property, were provided and agreed upon at the time of booking.
We also contacted the property regarding your request, and they informed us that the reservation was marked as a no-show, meaning that the penalty will not be waived and no refund has been approved. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. Should you need any further assistance, please do not hesitate to contact us.
Sincerely,
******* PlanellesBusiness Response
Date: 10/27/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $208.76 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/27/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $208.76 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/27/2025
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:10/02/2025
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.
My wife and I needed to make a reservation at *********** Express in ********, ***We went online on August 26, 2025 to what we thought was the OFFICIAL IHG website for Holiday Inn Express. The website said the TOTAL was $614.78 for 3 nights (see Attachment A, Screenshot of deceptive website with bait pricing). My wife went ahead and made the reservation (8/26/25). As soon as we rec'd the confirmation email, we saw that:1) This was NOT the official Holiday Inn IHG website but rather one called HOTELPLANNER.COM and 2) They had charged a total of $840.93 with $288.93 in additional fees, above and beyond the originally quoted price that already included $84.80 in taxes and fees! (see Attachment B, Hotel Reservation Confirmation - Itinerary Number H12487380) (also notice no reference to HOTELPLANNER.COM on this receipt or any other communication from them)We immediately called the deceptive HOTELPLANNER.COM website phone number (on 8/26/25 within hours of making the reservation) and told them we would like to cancel for a full refund. On the phone, after we reiterated we wanted a cancellation only with FULL REFUND, they said they would review and get back to us. (see ******************** of Called Them Immediately)They next day we rec'd an email saying the reservation had been CANCELLED and they had processed only a $209.75 refund (keeping $631.18!). We called them again and repeated that we did NOT want the reservation cancelled WITHOUT A FULL REFUND.They said bad luck, it's been cancelled and that is your only refund per our policy.We proceeded to dispute the charge with our credit card and HOTELPLANNER.COM's official response was to call our request "friendly fraud". As if we were trying to somehow take advantage of the situation?! We believe that fair business practice would demand that they refund the entire amount of this transaction ($840.93) due to deceptive website, deceptive fee addition, and cancellation without approval.Business Response
Date: 10/02/2025
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.
Kindly,
******* Planelles
Customer Answer
Date: 10/10/2025
Complaint: 23964448
I am rejecting this response because:My credit card has told be that I cannot currently cancel the dispute and if I did I would have to immediately pay the $840.93 erroneous charge.
There were NO services rendered by Hotelplanner.com for this charge (it was a reservation that was cancelled within hours of being made). It included over $288 of extra fees (added at the last minute unbeknowst to us by Hotelplanner.com). The credit card fraud department said the vendor (hotelplanner.com) needs to cancel the charge themselves by crediting the account.
**********************'s commitment to "work to have your dispute closed earlier, but we cannot promise approval." is not adequate.
They need to cancel the erroneous charge.
Thank you,
**** ****Business Response
Date: 10/14/2025
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.
Kindly,
******* PlanellesCustomer Answer
Date: 10/23/2025
Complaint: 23964448
I am rejecting this response because:There were NO services rendered by Hotelplanner.com for this charge (it was a reservation that was cancelled within hours of being made).
Note that it also included over $288 of extra fees (added at the last minute unbeknowst to us by Hotelplanner.com).
The credit card fraud department has told me that hotelplanner.com needs to cancel the charge and crediting my account.
They need to cancel this erroneous charge.Thank you.
Sincerely,
**** ****Business Response
Date: 10/24/2025
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.
Kindly,
******* PlanellesCustomer Answer
Date: 11/03/2025
Complaint: 23964448
I am rejecting this response because:There were NO services rendered by Hotelplanner.com for this charge.
The reservations were cancelled immediately when it became apparent that it was not the real Holiday Inn Express website.
(See attached cancellation confirmation confirming mistaken reservation was cancelled on 8/27/25 when it was made.)
The credit card fraud department has told me that hotelplanner.com needs to cancel the charge and credit my account.
Please credit back this erroneous charge.Thank you.
Sincerely,
**** ****Business Response
Date: 11/05/2025
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.
Kindly,
******* PlanellesCustomer Answer
Date: 11/14/2025
Complaint: 23964448
I am rejecting this response because:It is a duplicate response to previous inquiry. I need the business to just credit my credit card for services that were NEVER RENDEREDThere was no services provided, but Hotel Planner retained $631.18!
Please just cancel the charge and credit my credit card.
Sincerely,
**** ****Initial Complaint
Date:10/02/2025
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 1, 2025 I looked up ******** FairfieldTX and called *************** which I thought was the actual ********************** in ********* especially since it was a 903 area code. .explained I was part of a group block for a family reunion.. I was charged $461.42 USD for 1 night for 2 rooms. Which is way beyond what the hotel wouldve charged under the group rate for the family reunion. I tried to look up my reservation with Wyndham it wasnt found. After backtracking I found hotel planner made the reservation. Went to their website to cancel and so I could book with ******** and theres a no refund policy that wasnt told to me and refund protection that was not offered but says I declined. I was also signed up for something global services thats free for 3 months then it auto charges you. I did not agree to this and had I not found the site to cancel I would have been charged for that as well. I couldnt find anywhere on the website to tell me how much global services was going to charge after the 3 monthsBusiness Response
Date: 10/02/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 10/02/2025
Complaint: 23963697
I am rejecting this response because: the response is not detailed. It does not say what they are working on if it is a refund I would like to know if its full request and when to expect refund
Sincerely,
***** ******Business Response
Date: 10/07/2025
Greetings *****,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $461.42 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
Kind regards,
**** *******Customer Answer
Date: 10/08/2025
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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