Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 548 total complaints in the last 3 years.
- 299 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:07/26/2025
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 07/04/25 I reserved 3 rooms on **************************************** a discounted hotel website through my employer. When I looked at the confirmation I noticed there was a problem with occupancy on my reservations. I booked 3 rooms, 2 adults each room for $2838.54. When the confirmation came over, it shows only 1 in each room.There is no phone number located on the website where I made the reservation. On my confirmation there is a chat option where I reached out to on 7/7& 7/8/25 with no ************* I had to use ****** to find a phone number, I was able to speak to an agent and she assisted me immediately. She also informed me that this is not the first experience like this she has had with this company.She submitted the issue with the company She said that she used the link on our website, searched Cancun, input their travel dates and 3 rooms and the number of guests. Then, she selected the hotel, ******************** All-Inclusive. She noticed that the number of guests went back to 1 each room. She changed it to 2 in each room and it refreshed and the prices stayed the same. At that time, she selected Book and reserved the rooms. When the confirmation came in, it only shows 1 per room. She called the resort and they confirmed the reservation is for one guest in each room. She took screenshots of everything.after multiple attempts once she finally received a reply from management they told her that I had to pay additional for my guests and they would refund half. In my opinion this is not a fair resolution This issue is not user error and 100% an issue with the system. I should not have had to pay an additional $1305 at check in due to a design flaw on their end, specifically highlighting false advertising. I could have booked with a different company. I provided them with all the evidence. The handling of this issue was very unethical. I simply requested that the price I was quoted $2838.54 when I booked to be honored with the correct guests.
Business Response
Date: 07/29/2025
Good afternoon Jayla,
After taking a deeper look into your reservation, I see that our team did share that the additional person would have to be charged on site due to the proximity of check in and that the reservations were nonrefundable. We also asked our team to authorize a 50% refund on the expense incurred from the hotel for the additional occupants.
If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!Kindly,
******* Planelles
Customer Answer
Date: 08/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, although I do not believe that it is fair, I am tired of this situation and will accept the offer.
Sincerely,
***** ******Initial Complaint
Date:07/25/2025
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.
Booked hotel on days inn (woodward OK) website on 7-23-2025 for three nights starting 7-25-25. I didn't think it was a third party source.I called the hotel to cancel the appointment which they did. She told me to cancel with the service I had booked with. I didn't know I had.I found my confirmation email, clicked on the link to request refund. It went to hotelplanner.com. I requested a refund since I no longer have business in the area.They wanted documentation of why i wanted to cancel my reservation via pdf, doc or something physical.I sent a letter from the lawyer I was going to be working with that my services were not required this weekend and I would not be needing the hotel.They still refused and I can't find the email they sent telling me what I sent was not sufficient.Its $300 rounded up.Thanks,***** ********Business Response
Date: 07/25/2025
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: 07/25/2025
Complaint: 23650594
I am rejecting this response because:
Sincerely,
***** ********Business Response
Date: 07/28/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $209.08 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. f you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:07/24/2025
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.
On 6/6/25 I made a reservation at the *********** and Suites in *******, **. I looked at *********** and found a room for $383.07. That was too steep for me, so I called the hotel to see whether they offered AARP or AAA discounts. They quoted me a rate in the low $300s. I said I'd take the room with the lower rate. When they read the conditions I learned that was nonrefundable. I didn't want that. They told me to get a refundable reservation, I needed to pay the $383.07. I agreed to the higher amount. I later cancelled the reservation because the date of our stay had changed, but they did not refund my money. I have received only a partial refund in the amount of $112.12. Later in June, I spoke with the front desk at the *********** and learned that they did not make this reservation. It was funneled through *************. I have been unable to get any satisfaction from *************; in fact, they say to leave a number and they will call - but they never do. This is so unacceptable. Can you help?Business Response
Date: 07/25/2025
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.
Initial Complaint
Date:07/24/2025
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.
Dispute Description $680.28 Resort Fee Charged Without Proper Disclosure (HotelPlanner.com / *******************)I am disputing a charge of $680.28 that was added to my hotel stay at *******************, booked through HotelPlanner.com. This charge was not properly disclosed during the booking process and was caused by misleading information on the platform.HotelPlanner displayed a property fee of $56.69, but it never stated this was a nightly charge. There was no clear breakdown or language indicating that this amount would be multiplied by the number of nights. Naturally, I believed this fee was already included in the total cost shown at checkout.When I checked in at the hotel, I asked the front desk if there were any additional fees I needed to pay. I was told no, that everything was already paid online, and I only needed to provide a $400 deposit. No one mentioned any nightly resort ****** was only at checkout that I discovered the additional $680.28 had been charged as a resort fee. I contacted HotelPlanner, and while they said they reached out to the hotel, they only passed on that the hotel would not waive the fee. But this is not just the hotels responsibility the booking platform failed to clearly inform me of the true cost structure or fee type, which led directly to this charge.The inconsistent terms (property fee vs. resort fee) and lack of transparency are misleading to consumers. I am requesting a full refund of the $680.28 and ask that HotelPlanner be held accountable for this deceptive pricing practice.Business Response
Date: 07/24/2025
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: 07/24/2025
This websites response has been completely unhelpful it doesnt explain how the issue is being handled at all. The only reply Ive received is that its being processed, and that same response has continued from July 10 until today. Ive been calling the number listed on the website about this issue since July 10.Customer Answer
Date: 07/25/2025
Complaint: 23646148
This websites response has been completely unhelpful it doesnt explain how the issue is being handled at all. The only reply Ive received is that its being processed, and that same response has continued from July 10 until today. Ive been calling the number listed on the website about this issue since July 10.
Sincerely,
****** ***Business Response
Date: 07/25/2025
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,
******* PlanellesBusiness Response
Date: 07/25/2025
Greetings Juntao,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $250.00USD was sent to the email address:"**************************". 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.Business Response
Date: 07/28/2025
Greetings Juntao,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $250.00USD was sent to the email address:"**************************". 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.Customer Answer
Date: 07/28/2025
Complaint: 23646148
I am writing to formally reject your recent response regarding the resort fees charged by *******************. Offering a hotel credit is completely unacceptable and does not resolve the issue at hand.
Let me be clear: I am requesting a full refund of $680.28, and I expect this matter to be taken seriously.
When I made the reservation through your platform, the booking page explicitly stated
Resort Fees (Due at Property): $56.69. At no point did the page indicate that this fee was charged per night. This omission is misleading and deceptive, and had I known the true cost, I would never have made the booking.
Upon check-in, I directly asked the hotel staff three times whether there were any additional charges. I was repeatedly told that I had already paid everything and only needed to leave a $400 deposit. I relied on this information in good faith. The fact that I was later charged $680.28 in undisclosed resort fees is both unacceptable and unfair.
This situation is the result of your platforms misleading presentation of pricing and the hotels failure to disclose charges at check-in. I have done nothing wrong, and I will not be held responsible for this lack of transparency.
I have attached the screenshot clearly showing the $56.69 resort fee as it appeared during booking with no clarification about it being nightly. I expect you to take accountability for the confusion your site caused and issue a full refund to my original payment method without delay.
If this issue is not resolved promptly, I am prepared to escalate the matter further through consumer protection agencies and review platforms.
Sincerely,
****** ***Customer Answer
Date: 07/28/2025
In the website recent response, the team claimed to have sent a voucher to my email. I have checked thoroughly I never received any voucher or credit in any form. Even if I had received one, I would not accept it. I am not asking for a future credit. I am demanding a full refund to my original method of payment. This was your mistake, not mine, and I should not be forced to absorb the consequences of your platforms misleading practices or the hotels failure to communicate.
I have attached the original booking screenshot clearly showing the resort fee stated as $56.69 with no indication that it is per night. This constitutes false advertising.
If this matter is not resolved with a full refund, I will not hesitate to file formal complaints with consumer protection authorities and post public reviews describing this experience in detail.Business Response
Date: 07/29/2025
Greetings Juntao,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $250.00USD was sent to the email address:"**************************". 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.Customer Answer
Date: 07/29/2025
Complaint: 23646148
I do not accept the hotel credit you mentioned. Your response on the BBB website failed to address the core of the issue. Specifically:
When I booked the hotel through your platform, the page clearly stated Resort Fees (Due at Property): $56.69, but it did not indicate that this fee was charged per night. This is misleading and lacks transparency.
Upon check-in, the hotel staff never informed me that I would be charged resort fees of $56.69 per night. I asked multiple times whether I needed to pay any additional fees, and they clearly told me no, saying I had already paid everything through your platform and only needed to leave a $400 deposit.
I am now being charged $680.28 in resort fees an amount I was never properly informed of, neither at the time of booking nor at the hotel. This is not my mistake, and I should not be held responsible for it.
Additionally, your response stated that a hotel credit voucher had been sent to my email. I want to clarify that I never received any voucher in any form at ***************** the email address associated with my booking. Again, I want to make it absolutely clear that I do not accept any voucher or hotel credit as a resolution.
I am requesting a full refund of the unjustified resort fees. I expect this matter to be addressed and resolved promptly.
Sincerely,
****** ***Customer Answer
Date: 08/01/2025
Dear BBB,
I am writing regarding my recent complaint against HotelPlanner.com, which is currently marked as closed on your website.
I need to clarify that this case has not been resolved. The business claimed to have sent a $250 voucher to my email address ****************** but I have never received any voucher in any form. Furthermore, as I have stated to the business in writing a week ago, I do not accept a voucher or hotel credit as compensation. My request has always been for a full refund of the $680.28 in resort fees that were misrepresented and wrongfully charged.
Since the promised voucher was never received, and even if it had been received it would not be an acceptable resolution, I respectfully request that BBB reopen my complaint so this matter can be properly addressed.
Thank you for your assistance.
Sincerely,
****** ***Customer Answer
Date: 08/01/2025
Dear BBB,
I am writing regarding my recent complaint against HotelPlanner.com, which is currently marked as closed on your website.
I need to clarify that this case has not been resolved. The business claimed to have sent a $250 voucher to my email address ****************** but I have never received any voucher in any form. Furthermore, as I have stated to the business in writing a week ago, I do not accept a voucher or hotel credit as compensation. My request has always been for a full refund of the $680.28 in resort fees that were misrepresented and wrongfully charged.
Since the promised voucher was never received, and even if it had been received it would not be an acceptable resolution, I respectfully request that BBB reopen my complaint so this matter can be properly addressed.
Thank you for your assistance.
Sincerely,
****** ***Customer Answer
Date: 08/04/2025
Complaint: 23646148
I need to clarify that this case has not been resolved. The business claimed to have sent a $250 voucher to my email address ****************** but I have never received any voucher in any form. Furthermore, as I have stated to the business in writing a week ago, I do not accept a voucher or hotel credit as compensation. My request has always been for a full refund of the $680.28 in resort fees that were misrepresented and wrongfully charged.
Since the promised voucher was never received, and even if it had been received it would not be an acceptable resolution, I respectfully request that BBB reopen my complaint so this matter can be properly addressed.
Thank you for your assistance.
Sincerely,
****** ***Business Response
Date: 08/06/2025
Greetings Juntao,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $250.00USD was sent to the email address:"**************************". 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.Customer Answer
Date: 08/07/2025
Complaint: 23646148
I am rejecting this response because:
I acknowledge that you have refunded $340 for the misrepresented resort fees charged during my stay at *******************. However, there is still a remaining $340.28 that has not been refunded.
As I have explained multiple times:
When I booked through your platform, the resort fee was displayed as Resort Fees (Due at Property): $56.69, with no indication that this was charged per night. This is misleading and does not meet proper disclosure requirements.
At check-in, I asked the front desk staff three separate times if there would be any additional charges, and each time I was told no, except for a $400 refundable deposit.
At checkout, I was unexpectedly charged $680.28 in resort fees.
You also claimed to have sent me a $250 voucher, which I have never received at my email address ******************** and even if I had, I do not accept a voucher as resolution. My request has always been for a full refund to my original payment method.
Please be advised that misrepresentation of fees and failure to disclose mandatory charges may constitute a violation of the ************************ (FTC) Act and state consumer protection laws. If the remaining $340.28 is not refunded within 7 business days from today, I will proceed with filing formal complaints with the ***, my states *********************************************** and other relevant authorities. I will also consider legal action to recover the full amount.
I expect your confirmation of the refund processing within this timeframe.
Sincerely,
****** ***Business Response
Date: 08/15/2025
Greetings Juntao,
Thank you for reaching out to us regarding the additional charges on your reservation! We have reviewed your request and confirmed with the hotel that the second charge pertains to resort fees.
As previously noted, your reservation was made directly through our website under the rate description "Grand Room Double Bed (Room Only)", which covers the room rate exclusively. The hotel has confirmed that a resort fee of USD ***** per night was applied.
For further clarification or assistance with the Resort fee charges, we recommend contacting the hotel directly, as they manage additional fees. You may reach their front desk at ***************.
Kindly,******* ********* // ******************************************************************
Customer Answer
Date: 08/15/2025
Complaint: 23646148
I am rejecting this response because:
I acknowledge that you have refunded $340 for the misrepresented resort fees charged during my stay at *******************. However, there is still a remaining $340.28 that has not been refunded.
As I have explained multiple times:
When I booked through your platform, the resort fee was displayed as Resort Fees (Due at Property): $56.69, with no indication that this was charged per night. This is misleading and does not meet proper disclosure requirements.
At check-in, I asked the front desk staff three separate times if there would be any additional charges, and each time I was told no, except for a $400 refundable deposit.
At checkout, I was unexpectedly charged $680.28 in resort fees.
This is clearly not my error, and I should not be held responsible for the additional amount caused by your platforms lack of transparency and the hotels failure to disclose mandatory fees.
Earlier today, I attempted to call you directly to resolve this matter, but the call was not answered and went to voicemail. Since I could not reach you by phone, I am addressing this issue in writing to ensure there is a clear record of my request.
I also want to point out that I made this booking and payment on behalf of my friends. They were never informed of these additional resort fees at the time of booking, and now they refuse to cover this extra cost. As a result, the entire amount falls on me personally which is both unfair and unreasonable, given that the lack of disclosure was not my responsibility.
Please be advised that misrepresentation of fees and failure to disclose mandatory charges may constitute a violation of the ************************ (FTC) Act and state consumer protection laws. If the remaining $340.28 is not refunded within 7 business days from today, I will proceed with filing formal complaints with the ***, my states *********************************************** and other relevant authorities. I will also consider legal action to recover the full amount.
I expect your confirmation of the refund processing within this timeframe.
Sincerely,
****** ***Initial Complaint
Date:07/23/2025
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 for three rooms for June 3-June 6, believing I was booking directly from Marriott. Only during check-in did I discover my reservation was booked by a third party without my knowledge. My credit card was charged $1470.11 three times on May 23 by "RES* ********** ********** AP". Calling the phone number on the charges lead me to Hotelplanner.com. Despite multiple phone calls and subsequent assurances that the "request had been sent", a receipt has not been provided.Business Response
Date: 07/25/2025
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,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 08/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that we have sent itemized receipts for each reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:07/23/2025
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 purchased a reservation. It was cancelled. I am trying to receive a refund. I have called the phone listed numerous times and waited 10 minutes for someone to answer. No response. I have filed online for a refund but didn't have the requested documents. Now that I have them I cannot find anywhere to submit them. I just go around and around. Not only that they charged almost double of what the price was directly from the hotel.Business Response
Date: 07/23/2025
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.
Initial Complaint
Date:07/23/2025
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 made reservations at *********** in ******** AZ for July ***** 2025. I cancelled on July 9th which was within the time frame. They credited my account ***** leaving ****** balance. I spoke to ***** on the 9th and he assured me I would get a full refund after it went through approval within 2-10 days. I spoke to *** on July 20th and he assured me I would have the full refund by July 23rd. I got an email on July 23rd that it is being reviewed and I would see my refund within 10 days. I called on July 23rd and spoke to ****** and she said a supervisor would call me ASAP but I have not received a call.Customer Answer
Date: 07/23/2025
They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.Business Response
Date: 07/23/2025
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,
******* *********
Customer Answer
Date: 07/24/2025
Better Business Bureau:
They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.
Sincerely,
******* *****Business Response
Date: 07/25/2025
Hello *******,
We appreciate your patience! I am excited to inform you that a full refund of $168.65 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: 07/25/2025
I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!Customer Answer
Date: 07/25/2025
Complaint: 23642543
I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!
Sincerely,
******* *****Initial Complaint
Date:07/22/2025
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.
Refund for hotel room that was canceled June 21st for a June 22nd hotel stay. They have paid *****, but still owe me *****. They said it would take up to 10 business days. I've called five times since then and they always say that are sending it to escalations team, but the "team" does not have a phone to speak to them directly. They requested I send an email to ********************************* I've done this twice with no response. It is now a month later and still have not received this refund.Business Response
Date: 07/22/2025
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,
******* *********
Brand Ambassador
************************************Customer Answer
Date: 07/23/2025
Complaint: 23637456
I am rejecting this response because:They have been saying they have been working on it for over 30 days now. Yesterday I called them again and got the same response that they are making sure their "escalations team" is working on it. They said I would get another follow up email regarding this and I did not.
Sincerely,
***** ******Business Response
Date: 07/25/2025
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,
******* *********
******************************************************************Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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: 07/26/2025
Complaint: 23637456
I am rejecting this response because:The ***** has not been refunded yet. Its currently one month and two days since cancellation of my hotel room and request for refund. I was told it would take 10 days.
Sincerely,
***** ******Business Response
Date: 07/28/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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,
******* PlanellesCustomer Answer
Date: 07/29/2025
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:07/21/2025
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.
On 5/14/25, I called ************* to make reservations at ***********, **** for June 25th-28th. I told the Hotel Planner (HP) agent I wanted shop prices around before making reservations. The ** agent suggested to make reservations, so we could lock in lower prices, and if we needed to cancel, we could cancel and get a full refund. I asked the agent several times on their recorded call that I would indeed get 100% refund. Once I confirmed multiple times about getting a full 100% refubd, I made the reservations. Within 24 hours of making the reservations, I called to cancel with HP. Thats when I learned the original HP lied. We were charged one full night. Naturally, I was shocked and escalated our case for a full refund. Management at ** did agree that we would get a refund, and we were told it would take several days. We have followed up with ** for our refund and each time they assure us its on its way. We are exhausted by HP runaround. We asking for BBB to help us.Business Response
Date: 07/22/2025
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,
******* *********
Brand AmbassadorCustomer Answer
Date: 07/22/2025
Sorry, *******, but we have been told multiple times that your group is looking into processing our refund.
Too much time has elapsed without a solution. Please personally see to it that we are made whole.
Complaint: 23633435
I am rejecting this response because:
Sincerely,
****** ****Business Response
Date: 07/25/2025
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.
Initial Complaint
Date:07/21/2025
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.
Reservations made by phone 7/10. Agent wrote wrong date. 7/7,8,9. Arrived to find no room. Special needs son EXTREMELY upset.. Couldn't understand why we had to leave After many calls received a text on Mon July ************************************************ 3-7 days. 19th asked if they could expedite return. No money as of yet. Shoddy business tactics. Never again use.Business Response
Date: 07/22/2025
Good Evening *****,
I have exciting news to share! After taking a deeper look into your reservation, I see that a full refund of $851.70 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
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