Complaints

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

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HotelPlanner.com

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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally called the direct number for Embassy Suites in **************** **. For some reason we were connected to a third party hotel planner who made the reservation. Originally the check in dates were from June 18 to June 22 2024 . However, my wife has stage 4 cancer and we departed on June 20. On August 7, 2024 we finally got credit in the amount of $464.51. The manager at the actual hotel gave permission to hotel planner for the second night in the same amount. However we never received it back to the card. The itinerary number is H8666365 and the confirmation number is ********. The managers number at the hotel is ************. His name is *** *******.

  

  Business Response

  Date: 09/19/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  ******* *********
  Brand Ambassador
  ************************************

  
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22263133
  
  Please see below the General Manager *** *******, approved two nights.  You can see his reply below.  
  

  Sent from my iPhone

  
  

  On Sep 26, 2024, at 9:47 AM, *** ******* <**********************************************************************************> wrote:
  
  

  I as the general manager approved 2 nights.

  Thank you,

  *** ******* General Manager Embassy Suites by *********************** **************************************************** *********************************************************************************************************************************************************************************** Direct: **************

  <image001.jpg>

  From: Support <***********************************>
  Sent: Thursday, September 26, 2024 9:45 AM
  To: ****** S <****************************************************************************************>
  Cc: *** ******* <**********************************************************************************>
  Subject: [Lodging Support] Re: [SPAM-LOW] Re: My second refund

  CAUTION: This is an external email and the sender may not be who they claim it is. Do not click links or open attachments unless you recognize the sender and know the content is safe.

  ##- Please type your reply above this line -##

  Your request (*******) has been updated. To add additional comments, reply to this email.

  <image002.jpg> ****** ****** (CON) (Lodging Support) Sep 26, 2024, 9:44 AM EDT Good day ******, This response is related to your Itinerary H8666365. Please be informed that we've coordinated with the hotel for your refund concern. ************ ***************** approved 1 night. Thank you. Best regards, ******* B Travel Reservations Support

  <image002.jpg>

  ****** S Sep 25, 2024, 9:32 AM EDT As you can clearly you have the Managers email and phone number in the body of this email. I would like my second night refund as promised in the amount of $464.51. Ian your Hotel should not be affiliated with this company. They said you never answered them which we know is not true. They gave me the wrong email. They have representatives off shore. I was noticing but nice with Hotel Planner . Sent from my iPhone > On Sep 23, 2024, at 4:18 PM, ****** S <****************************************************************************************> wrote: > > Thank you ***. I know you approved it. Its Hotel Planner that keeps giving me the run around. I will keep you posted. > > Sincerely, > > ***** ********* > Sent from my iPhone > >> On Sep 23, 2024, at 3:21 PM, *** ******* <**********************************************************************************> wrote: >> >> Please note again this is approved from the Hotel >> >> >> *** ******* >> General Manager >> Embassy Suites by *********************** >> **************************************************** >> ********************************************************************************** >> Direct: ************** >> >> >> -----Original Message----- >> From: ****** S <****************************************************************************************> >> Sent: Monday, September 23, 2024 3:17 PM >> To: ********************************************************************************************************* >> Cc: ************, **************** <**********************************************************************************************>; *** ******* <**********************************************************************************> >> Subject: My second refund >> >> CAUTION: This is an external email and the sender may not be who they claim it is. Do not click links or open attachments unless you recognize the sender and know the content is safe. >> >> >> >> Can you please tell me where my second night refund is? The manager at the actual hotel approved it. I only got one night refund back to the card I used on August 7, 2024. I am still waiting for the second night. The itinerary number is H8666365. The confirmation number pertaining to the hotel is ********. The hotel was ************** in ****************. The original check in dates were from June 18 to June 22. However, due to an Emergency illness pertaining to stage 4 cancer we left on June 20, 2024 at 9:00 am. I have opened a claim with the Better Business Bureau until this can be resolved. >> >> ***** *********

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 09/26/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the manager confirmed a refund for only one night was approved, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, please feel free to reach out to me personally at ****************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 09/30/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the manager confirmed a refund for only one night was approved, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22263133
  
  I am rejecting this response because:
  the General Manager approved two nights.  His name is *** ******* and his number is **************.
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/03/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the front desk let them know that they don't have a ** named *** ******* and explained to our team that ***************** approved a refund for 1 night, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22263133
  
  I am rejecting this response because:
  this is in accurate.  I dont know how to attach so I emailed the necessary information.
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/07/2024

  Greetings ******,
  
  Thank you for your patience! I am pleased to inform you that a refund of the second night has been issued for a total refund of $856.24, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach back out!

  Kindly, 

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

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two rooms at the **************** through hotelplanner.com on September 4th for a stay the night of September 29th. I also purchased the Refund Protection Plan for $31.19. 10 minutes after I booked the reservation I realized it was for the wrong day and called the hotel to cancel for a refund. The hotel then said that they could not refund on their end but that hotel *********** could refund for me. I then called hotel planner and they said they were escalating and a refund would be made to my card. That never happened and then they said they would not refund me even though I bough the refund protection to prevent against this exact reason. Once I learned they would not honor a refund, I wanted to reinstate my booking and I would use the reservation. The **************** then told me that they would honor my reservation being reinstated but that hotel planner needed to do it on their end. After learning this confirmation from the hotel, I called hotel planner AGAIN. They were no help and told me that they couldnt reinstate the reservation. reinstate my booking, or uncancel. After multiple escalations to hotel planner they neither reinstated my reservation NOR refunded me even though I paid EXTRA for refund protection. This company is actively misleading customers. The hotel told me that this 3rd party site is notoriously difficult to deal with and their customers run into these issues all the time. I deserve to be refunded the full amount that I paid for this booking after being misled.

  

  Business Response

  Date: 09/19/2024

  Hi *********,

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

  ******* Planelles 

  
  

  Customer Answer

  Date: 09/19/2024

  Please find the requested information here.

  Itinerary #: H9231840

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22262966

  
  : H9231840
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 09/30/2024

  Hello,

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Our team is working hard to have the penalty for your reservation waived, please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!

  Kindly,

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

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am relieved to see that I am not the only person scammed by Hotel Planner. I booked a reservation thinking I was booking directly with the hotel from my home town. The operator told me that I would pay at the time of check in and that my credit card was to hold. I booked the reservation and received a text confirmation. A few days later I noticed two charges on my credit card, one for $2136.40 and one for $19.87. Both noted that they were for a stay on 6/28/2024, but my reservation was for October 2024. I immediately called my credit card company and reported the charge. Hotel Planner took it upon themselves to cancel my hotel reservation when they received the dispute from my credit card company, and they kept all of my money. So far the credit card company is siding with Hotel Planner, which is absolutely disgusting. This is not over and I will continue to fight. I am terribly disappointed with ******** after years of business and never filed a dispute. Consumers be aware! ************* is a scam. Also, the actual hotel told me that companies like ************* can bypass the hotel's number when a consumer does a ****** search. Be very aware that you are not talking to the hotel, and when you call they do not tell you they are with Hotel Planner, they say they are with the hotel. Complete disregard for ethical values!????

  

  Business Response

  Date: 09/10/2024

  Greetings,

  Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter and emailed to ******************************************************************
  
  1.       MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
  2.       MUST state cardholder dropped or withdrew the dispute
  3.       MUST include the following info, which must match the charge info:
          Cardholder name
          Last four digits of the card
          Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
  
  Thank you for your patience through this process. 

  Kindly, 

  ******* Planelles 

  
  

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date was August 11/24. I rented a hotel room in ****** Ont through HotelPlanner.com. When I clicked on make payment I didnt see that it had gone through so I pressed payment again. It did now show that it had accidentally went through twice for the same room and amount of $329.02. I immediately called to tell them what had happened and the woman stated that she seen my mistake. She went on to say I would see a refund between 7-10 business days. I have not received anything as of yet. Every time I send an email asking about my reply is always this ticket was submitted on behalf of the customer and my refund is being processed and can take up to 10 days before I see it. Well I am still getting the run around and I now believe I am getting ripped off.

  

  Business Response

  Date: 09/19/2024

  Greetings *****, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $242.66 USD has been issued onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a reservation with Itinerary number H8615714. It seems somehow two reservations were made. So I canceled this on in time to receive my refund of $2419. I have been trying to get this refund since June 22nd. They admit they owe me the money but have yet to give me the refund. I have never been allowed to speak to a supervisor. I'm always told someone will call me back and yet to this day I have not received a call back or a refund. Need assistance in having my money returned.

  

  Business Response

  Date: 09/19/2024

  Hello *****, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $2,419.32 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ************ on Aug 14th,2024 to make rsrvs at **************, **********, **. It was deceiving because I thought I was talking directly w/ the front desk. I specifically requested a King ***** w/ balcony on an upper floor w/ city view. At no time when I was making reservations w/ Hotel Reservations did I say anything about a Family ***** w/ city view w/ porthole window. When checking in at front desk we knew there was a huge mistake & the Front desk told us the third party (Hotel Reservations) put in wrong code for Family ***** w/ porthole window instead of King ***** w/ ************** view. I called Hotel Reservations before we did anything & told the Front Desk to not check us in that we needed to get this resolved. I made 4 calls Mon 9/2 starting at 5:00 pm and lasted a total of 1 hr. I had the *** from Hotel Reservations on speaker phone w/ Hotel Front Desk *********** ******). The Hotel Reservations *** said we need to cancel current rsrv since it was wrong & make a new rsrv at Front Desk & pay for it separately. The ********** agreed. I requested a refund from Hotels Reservations, the *** apologized & said he would submit a ticket & allow 3-5 days before it would show up on our c.c. We then paid for new rsrvs from 9/2-9/6 for $538.82 & another charge of $171.54 since we had to move another room our last night. We ended up w/ king bed, balcony, city view but nothing like we requested. The hotel was booked so we could only get room based on availability during our stay. This vacation was a disaster and our c.c. has been charged a total $1,547.16 by Hotel Reservations that was wrong & not what we requested. The new rsrvs totaled $538.82 & $171.54 for our stay. The total in charges is $2,257.57 due to the error made by Hotel Reservations when they reserved the wrong room . We did everything we were told by the Hotel Reservations *** & the Front Desk. Im requesting a full refund that we paid Hotel Reservations on 8/14/24 for $1,547.16 back on our c.c.

  

  Business Response

  Date: 09/10/2024

  Greetings,

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

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

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a hotel reservation 7/19/24 along with cancellation policy. Cancelled minutes later because I was misled about the discount.Received partial refund $45.06 (7/24/24)Hotel Planner notified me 8/10/24 by email that remaining refund was being processed and would be received within 10 days. I have not received any refund since.Seeking remaining refund of $530.22

  

  Business Response

  Date: 09/19/2024

  Greetings *****, 

  Thank you for your patience! I am please to inform you that a full refund of $575.22 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!

  Kindly, 

  *****************************;

  Customer Answer

  Date: 09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to reserve a room at a hotel in ********** two weeks ago. I googled the hotel, clicked on the call button and it took me to hotel planner. They answered and described themselves as the hotel reservation team and at no point did they mention that they were from a 3rd party and not affiliated with ***************. When they charged me ******, they stated it was not refundable. I have been trying to reach the corporate and I have been hung up on numerous times. In fact, if you ask the support team what company they work for, they say they do hotel reservations across the country. After the 10th call, they told me they were from hotel planners and that my request was elevated to higher, for the fifth time. This company misrepresents themselves by not identifying themselves as a 3rd party and overcharging for hotel rooms.

  

  Business Response

  Date: 09/10/2024

  Good Afternoon,

  Thank you for reaching out! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22247767
  
  I am rejecting this response because:
  
  

  I tried to reach out via email they sent, to let them know my itinerary number was 111 622 598 48

  13 September - 15 September at the ********** downtown marriot.

   

  i spoke to someone over the phone, again, and they said I have been approved to get refunded but money still hasnt been transferred to my account and its been past due since last week. They continue to escalate my ticket.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/26/2024

  Greetings *****, 

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

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 09/26/2024

  Greetings *****, 

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

  Kindly, 

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

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations at the Courtyard by ******** in ******* for a four night stay from Aug. 29-Sept. 2, 2024 for three people. I called the Marriott and thought I was making reservations directly with the hotel but instead was forwarded to another line...I had no idea I was making reservations through a third party. Actually when my son checked in the desk said it was through *******. One room with two queen beds were booked as it was for my son, his wife and my 15 year old grand-daughter. It was also a nonrefundable charge if cancelled. As I was looking over the bill, I noticed I was charged for an extra person (there was not) at S15.99 a day and a resort fee of $16.00 (I called the hotel and they do not charge a resort fee). I was charged a total of $2238.99...I called Hotel Planner and said what is going on with this bill. Apparently they refunded me $446.13 at the end of July (which I did not notice until I called them Labor Day weekend. I told them about the overcharge for the extra person fee and resort fee and received $100. I have no idea what the refunds were for and asked several times to send me an itemized list. I also said that there was no reason to have a non-fundable fee if cancelled as I saw no difference in prices for the room (but if we had cancelled would not have gotten our money back). I know I am still owed money. I have have called about the false advertising (I was told by someone at ************* that if Marriott gets busy on too many reservations the calls go directly to *************. I called Marriott and that is not true. I have had so many tickets made with my complaints but nothing has happened. No one has gotten back to me, and I have spent so much time on this reservation.

  Customer Answer

  Date: 09/06/2024

  I neglected to send in the Itinerary number which is H8984370 and the confirmation number: 81179304.

  Initially the total was $2238.99 and then was refunded $426 then just yesterday another$100. I have no idea what the refund was for but guessing they upped the taxes and was a refund.

  

  Business Response

  Date: 09/10/2024

  Good Afternoon ****, 

  I have some exciting news to share! I am pleased to inform you that a full refund of $777.29 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22245620
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  I requested detailed information on what the refund was for...Please send me the information on what the refund entailed as I have no idea.

  

  Business Response

  Date: 09/16/2024

  Hi,

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

  ******* Planelles 

  
  

  

  Business Response

  Date: 09/26/2024

  Greetings ****, 

  Thank you for your patience! Attached is an itemized receipt, as requested!

  If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/01/2024

  Greetings ****, 

  Thank you for your patience! Attached is an itemized receipt, as requested!

  If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested and was approved a cancellation on August 19, 2024, and was told that i would receive a refund in 3-10 business days. I have not received my money back. I have contacted the customer service many times and no one has been able to contact me back or solve my issue. This company is a fraud and needs to be looked at.

  

  Business Response

  Date: 09/16/2024

  Good Evening, 

  I come bearing happy news! I am pleased to inform you that a full refund of $281.88 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles