Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,164 total complaints in the last 3 years.
- 650 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9-17-24 I Made a hotel reservation and they charged me $411.50 immediately. Within 10 minutes I called back to correct the date. They told me I could only cancel and forfeit my payment. I called back a couple hours later and got agreement to refund my $411.50 within 2-8 days. Made a new reservation for the correct date. It is 10-22-24 and have still not received my refund. Contacted them 3 more times and told refund was in process. Please get my refund for me. I also talked to the *********** and they told me the company was never charged.
Business Response
Date: 10/22/2024
Greetings ****,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding.
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Business Response
Date: 10/29/2024
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $411.50 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 11/01/2024
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $411.50 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 11/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:10/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My spouse book a room through this company on September 12, 2024 due to Hurricane ********. We arrived to the hotel to check in and they were closed because of no electricity.We called to inform them and we were informed of a refund twice and still waitingBusiness Response
Date: 10/22/2024
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
************************************Business Response
Date: 10/22/2024
Greetings,
I apologize for providing the incorrect email earlier. If you need to contact me personally, please feel free to reach out at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked 2 Nights at the ******************** in ************ N.J through hotel planner. Nov 3rd and 4th . Had to cancel room shortly after reservation..I paid for cancellation protection as well . I filed a cancellation ticket with hotel planner.. So after a few back and forth emails with support they told me not approved . I called front desk of Wyndham and was told my room shows cancelled and no charges on my card .. Now this doesnt make sense and feels like Ive been scammed !! The latest email I received says not approved however if I know the name of person at Wyndham who approved cancellation to respond .. Really ?Business Response
Date: 10/25/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Customer Answer
Date: 10/25/2024
Complaint: 22456696
I am rejecting this response because:
Sincerely,
**** ********Business Response
Date: 11/03/2024
Greetings ****,
I escalated this to management and they have let me know that you requested us to reinstate your booking, they we are working on that. If you have any questions or concerns in the meantime, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/05/2024
Complaint: 22456696
I am rejecting this response because:
Sincerely,
You would only re book the room for an additional charge of over 400 dollars Im looking for a full refund of my initial payment over 600 dollars which included refund protection .Several conversations and emails with support to no avail.. definitely feel scammed on this Wyndham garden reservation
**** ********Business Response
Date: 11/15/2024
Hello ****,
We appreciate your patience! 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. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. As a courtesy we have issued a voucher for $********* make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************
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 bookingsKindly,
******* Planelles
Customer Answer
Date: 11/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:10/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 12th I contacted who I believed was the reservation department for Fairfield ************ of ***********, ** to make a reservation for Sept. *****. I even provided a ******** rewards account number to earn points for the stay. Not once during the call did I believe I was speaking with a third party rather than a representative of the hotel. After receiving my credit card statement I noticed I was "double charged" for the stay. On Oct. 11th I called ************** regarding the duplicate charge and was told that the case had been turned over to escalations and they would contact the hotel manager to authorize a refund. On Oct. 14th I reached out again and was told they were still trying to get in touch with the hotel manager to authorize the refund; however, the hotel manager stated that she has not received an email nor phone call regarding this matter. This information was relayed to ******* at ************** and he said he would speak to his manager and call back with an update that same day. After not hearing back from *******, I called again the next day (Oct. 15th) and was basically told the same - that escalations has our request and is trying to reach the hotel manager. During all of these conversations I was led to believe that the number I was calling is directly associated with the Fairfield ************. Only today, after doing some digging online, did I realize that it appears to be a third party. I am respectfully requesting a refund in the amount of $704.79 charged to my credit card ending in 1038.Business Response
Date: 10/21/2024
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: 10/23/2024
Complaint: 22452801
I am rejecting this response because: a resolution was not offered. The business only stated that they are looking into it. I will wait for a formal resolution before "accepting" their response.
Sincerely,
***** *****Business Response
Date: 10/24/2024
Greetings,
I have some exciting news to share! I am pleased to inform you that a full refund of $704.79 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ***********************************
Kindly,
******* *********
Business Response
Date: 10/24/2024
Greetings,
I have some exciting news to share! I am pleased to inform you that a full refund of $704.79 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ***********************************
Kindly,
******* *********
Initial Complaint
Date:10/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1. I used Hotel Planner to book a reservation for lodging at the *****************************************************************************************************************, for arrival on ***** and departure on 10.20.2. I received a text confirmation #********* from Hotel Planner at 12:16 on *****, confirming my reservation.3. However, when I arrived at the ********************** at approx. 4:30ET, I was told by Ms. *** ********* the Operations Mgr. that my reservation had been cancelled and that she was unable to assign a room because the reservation was made through a third-party.4. So, I immediately phoned ************** in the presence of Ms. ********* and was told by Hotel Planner that they would call the Fairfield Inn front desk.5. After 30 minutes and no call, I phoned Hotel Planner and spoke with a ***** who now said the reservation had been cancelled and when I vehemently told him I had a confirmation text (ref. #2) from them and had come to the hotel expecting lodging, he said they would check a "voice recording" of the recording to see who cancelled.6. Ironically, at 5:******** I received a cancellation text from Hotel Planner to cover their error!7. I was stranded at the ************* where I expected to lodge, with no room, and no transportation.8. My daughter who lives in ** was able to find lodging for me at the Courtyard By Marriott in ********** and arranged for an **** to transport me there, resulting in a $420.66 plus **** expense, in addition to the $487.45 already paid to Hotel Planner.9. Hotel Planner breeched their commitment, embarrassed and inconvenienced me, causing a great deal of stress and I am requesting a full refund of my original $487.45!Business Response
Date: 10/21/2024
Greetings,
I am pleased to inform you that voucher for the amount of $243.73 has been issued to the email used to make your reservation. To make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************.
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 bookingsKindly,
******* Planelles
Customer Answer
Date: 10/21/2024
Complaint: 22451997
I am rejecting this response because (1) Hotel Planner was paid $487 through my credit card provider, which is also being disputed. If I had cancelled, they would have kept my entire $487, THEY CANCELLED AND INCONVENIENCED ME WITHOUT CAUSE and should refund the entire $487 and NOT THROUGH A VOUCHER which would obligate me to use their services again which I would never do!
Sincerely,
****** ******Business Response
Date: 10/25/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that the voucher been removed and a full refund of $487.45 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My zip code is not ***** - I live in the ** and the form won't accept a UK post code. On 7th June 2024, I purchased an overnight stay at ******************* in ******, **, for 26th August 2024, but the booking fees were not made clear until the last minute. My itinerary number is H8599279, and I had paid ****** (GBP as I am in the **) so I cancelled the booking and found it cheaper elsewhere online. I contacted Hotelplanner.com, and didn't hear anything back for a while so had to chase up the booking, and have been emailing back and forth since. I explained that I had put the wrong email address in the booking (@*************, when it should have been @***********), and have been trying to get a voucher from Hotelplanner.com to use against a new reservation. They keep saying the voucher has been sent to my correct email address ************************* and to check my junk emails, but I haven't received anything. They even phoned me on 22nd September to say they were going to resend it and the request would take 1 business days, but I haven't received anything. I even tried to cc the CEO (*** ********* as well as ***** *********) into the email to see if they could help resolve the issue, but didn't hear anything. It has now been 5 months of empty promises, and as I have not received a response to my latest email on 28th September, I want a refund for the initial booking, as I have no trust in Hotelplanner.com.Business Response
Date: 10/21/2024
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
******************************************************************Business Response
Date: 10/24/2024
Greetings,
Thank you for your patience! I am pleased to inform you that the voucher has been reissued and sent to the email provided ************************** If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/24/2024
Greetings,
Thank you for your patience! I am pleased to inform you that the voucher has been reissued and sent to the email provided ************************** If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 10/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *********-****Initial Complaint
Date:10/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Thought I was making a reservation by calling the hotel, but instead I was talking to this hotel reservation site who was impersonating the hotel. I made a reservation, and needed to cancel my reservation due to coming down with COVID. Instead of giving me a refund, they gave me a voucher to use in the future. I would like a refund. Per California Senate Bill 644, the Hotel and Private Residence Rental Reservation Refunds Law, hotels, third-party booking services, hosting platforms and short-term rental locations to allow a cancellation without penalty for at least 24 hours after the reservation is confirmed if the cancellation is made at least 72 hours before check-in time. Please issue a refund on my credit card.Business Response
Date: 10/21/2024
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
******************************************************************Business Response
Date: 10/25/2024
Greetings ****,
Thank o for giving us the opportunity to review this for you! Please be advised that a portion of the voucher was used on 10/16 to book reservation H9540813, we have sent another voucher with the unused amount ******. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 10/25/2024
Greetings ****,
Thank o for giving us the opportunity to review this for you! Please be advised that a portion of the voucher was used on 10/16 to book reservation H9540813, we have sent another voucher with the unused amount ******. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:10/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
made a reservation thru ****** Honors only to have the call rerouted to a 3rd party (I was unaware of) for booking and it was made incorrectly and I was charged right away. When trying to correctI was again sent thru another 3rd party and was going to be charged additional funds for correcting their mistake ************ cost me money with no reservation for trip already planned and scheduled.Business Response
Date: 10/21/2024
Good Afternoon,
We apologize for this interaction but Id be more than happy to assist you! Please reach out to me with any further questions or concerns and Id be more than happy to further assist you. Feel free to reach out to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Initial Complaint
Date:10/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/16/2024 I made a reservation through hotel planner for a one week stay starting 10/18/2024. While on the website I was offered a promotional discount valid for only a 10 minute window. The promotion offered a room at ******************************************************** at a rate of $15.70 per night for the 7 night stay. I paid $20 down on the reservation and was told I would owe $109.90 at the hotel for the week. I received a confirmation email with all outlined info. When I arrived at the hotel at 3 pm on the 18th. They attempted to charge me $970 for the stay. I showed them my reservation confirmation and then said hotel planner sent them the reservation confirmation with a rate of $99 a night. I feel like I was tricked into coming to this hotel and as of right now, I have spent $109 for one night only at this hotel and am now without accomodations for the rest of the week and I am in town for work. I contacted hotel planner and the situation was escalated to the next department around 330 pm on the 18th and I have not received any response. The hotel said that hotel planner should pay the difference between the rate they quoted me and they rate they promised them. If I don't get a response before checkout, I will have no place to stay for the rest of the week.Business Response
Date: 10/21/2024
Greetings,
Thank you for giving us the opportunity to review this for you! Please be advised after taking a deeper look into your reservation, I see that it is a pay at hotel reservation. Meaning that we did not charge your card since this was done by the hotel, therefore a refund will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/22/2024
Complaint: 22444358
I am rejecting this response because: hotel planner led me to believe that I had a room booked at this hotel for seven days at the rate of ***** a night then they sent the hotel a booking for me at the rate of $99 per nightWhen I arrived at the hotel to check in, the hotel wouldn't honor the reservation at that rate, they called hotel planner and asked to get some clarification. Hotel Planner then told the hotel it was a technical error on their part. I didn't have enough funds available with me to cover a rate that was 7 times what I made the reservation. I made contact with hotel planner initially at 330pm on the 18th. They assured me they would escalate the situation and that I would have a response soon. I never did get a response and ended up paying 99 plus tax and incidental to the hotel to stay one night and had to cut my trip short and return home the next day. Hotel planner was not concerned about my safety or comfort. They didn't care that the accomodations they promised me for a week weren't secure and did nothing to insure that promise was kept. A refund is not an acceptable resolution, however I would like the $20 hotel planner stole from me to "secure" my seven night stay back. I need hotel planner to cover my accomodations for a total of seven nights at a place of my choosing at a time of my choosing for the future. They promised me a hotel that books for around $200 a night for $***** a night for seven nights so I expect to receive a comparable stay covered by them for a total of seven nights. I would also request that I can use these days as I see fit and not necessarily in one stay but have the flexibility to use it over 2 or 3 trips as needed. I was unable to check in for hours. And I had to leave the hotel at 430 am to leave for work the next day for my 12.5 hr shift and then I was left without accomodations for the next 6 days. I also expect hotel planner to cover incidentals and parking if applicable for these stays in an effort to make up for the mental stress that I endured in this situation. I work 12.5 hrs everyday for 14 days straight and I need my accomodations to be secure with no incidents. I only have enough time to eat sleep and talk with my family on my off time. I do not have time to deal with third party booking agents that won't respond to my emergency situation. This is the first response I have received after they assured me they would calle the evening of the 18th.
Sincerely,
****** *******
Business Response
Date: 10/29/2024
Greetings,
Please be advised that we did not charge your card since this was done by the hotel, therefore a refund or any further requests will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 11/12/2024
This complaint hasn't gone anywhere. I do not feel like it is resolved. I made a reservation on hotelplanner.com on October 16th, 2024. I visited the site after clicking on a hotel planner and my ****** search results for a good long term hotel to stay in around **********, *** Upon arriving to the site Springhill Suites in ******/********** was listed at the top of the list. The headline was book now to grab this great rate. The rate listed was $15.70 per night. Hotel Planner charged me $20.02 to make the reservation and the statement said the total due at the property was $109.90. I arrived at the hotel at 3 pm and at check in the girl at the desk got the room keys ready and then told me the total due was over $900. I asked why and she said I booked a stay for 7 nights at $99 a night plus a 20% incidental deposit. I told her that I made a reservation for $15.70 a night and she asked to see my reservation. I showed her and she took it to her manager. The manager then got on the phone with **********. I waited for over 20 minutes. The manager came out of the office and informed me that she couldn't sell a room for that rate and she talked to hotelplanner.com and they stated there was a mistake made on their side and they would find a solution and get back to her. She advised that I call them as well, so I did. After explaining the situation to the representative was connected to they said they were escalating the situation and took my phone number and told me they would be in contact. I waited over 45 minutes before I called them back. I always got the same answer with no resolution from hotel planner. Around 7pm I finally checked into the hotel after working a 12.5 hr shift and having to work 12.5 hr shifts for the next 7 days. I ended up staying one night at ***************** for a total of $109.00. I was unable to stay at a hotel for the rest of my work week which is what I outlined in my search on hotel planner. The hotel said since the error was on hotel planners end it was up to them to pay the difference between the rate they quoted me and the rate they made the booking for. Neither I or the hotel ever heard back from hotel planner with any resolution of the situation. Hotel planner did charge me $20.02 and the ****** transaction ID is *****************. A refund of the $20.02 is not an acceptable resolution tho. I expect them to get me a reservation for a comparable hotel or the same hotel for another 6 nights on them. I will cover the incidental deposit, but they owe me 6 more nights at the Springhill Suites ******/********** I want them in a single stay or over 2 stays on dates that coincide with my work because I am regularly working in the area. Their mistake cost me over 4 hours of my 11.5 hours of day between shifts. I also have a half hour drive each way. They simply left me without a reservation after charging me $20.02 to make it and caused a load of stress and discomfort. This completely contradicts the promises made on the website as you are making a reservation. Things like, check in and get comfy for great rates with hotel planner. Please help hold this company responsible for suffering this incident caused. Thanks for your attention to this matter.Customer Answer
Date: 11/12/2024
Please see the attached reservation confirmation.Customer Answer
Date: 11/12/2024
I am currently in need of accomodations at ***************** ****** for a stay from 11/15/24 - 11/21/24. Check in 11/15 and checkout 11/21. Hotel planner arranging this stay for me with my cost only being to cover incidentals is an acceptable resolution to me.Business Response
Date: 11/13/2024
Greetings,
Please be advised that we did not charge your card since this was done by the hotel, therefore a refund or any further form of compensation will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesInitial Complaint
Date:10/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The date of this transaction/reservation was made on September 28, 2024. I wanted to make reservations at the ***********, **********, **. I called ************ and spoke with a reservationist who confirmed I was calling the ***********. He ******* never stated he was a third-party company, ************* to which I found out later after calling the *********** and they disclosed it was booked through a third-party company, The reservation - H9403336 was for (3) nights November 27, 2024 - November 30, 2024. The reservationist stated I had until 2 days before Nov. 27th to "cancel" my reservation which totaled $628.36 for any reason. I inquired if any other all discounts were included but he never stated that in addition to the hotel - $579.13 I was also paying $49.23 for a refund protection plan (41524141-0053-0000-0156-4228178b59ce). I then received an email and I saw it was not from the ***********. I then called to complain and cancel my reservation on Sept. 30, 2024. On Oct. 3, 2024 I received an email from **** ******* ******* (CON) Lodging Support stating my refund was being processed and it could take up to 10 business days to appear on my bank statement and a final text message would soon be delivered to my phone. When I never received any more correspondence from them, I called my credit card company with ******** and requested to file a fraudulent transaction. They determined it was a credit card dispute (*********) and they contacted the merchant. The merchant Hotel Lodging denied my refund and Discover Card suggested I contact the BBB to file a complaint. I even tried to get a refund through the refund protection plan and received an email from ********* stating my refund was denied! This company is clearly a sham! I respectfully request that Hotel Lodging/Hotel Planner issue me a full refund ($628.36) and take immediate steps to rectify their deceptive booking practices. Thank you for your attention to this matter. Sincerely, ******* ****** *****Business Response
Date: 10/18/2024
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,
******* *********
Customer Answer
Date: 10/18/2024
Complaint: 22442624
I am rejecting this response because: I understand that you are requesting confirmation that the dispute with my credit card company is closed. However, I believe that these are separate issues. The dispute with my credit card company was initiated due to the same concerns regarding the deceptive booking practices and denial of my refund. I do see other complaints from consumers with the same issues with your company of deceptive practices. As I await resolution from my credit card company, I would like to continue working with you in good faith to resolve this issue directly. I'm requesting that we continue with the resolution of my BBB complaint, irrespective of the outcome of the dispute with my credit card company. I look forward to your cooperation and hope we can resolve this matter promptly.
Sincerely,
******* ****** *****Customer Answer
Date: 10/18/2024
Attention BBB: I would like to state that I have reviewed the BBB website and see on-line that HotelPlanner.com has many complaints filed against them for deceptive practices and refusal to honor refunds like mine. I would like to reiterate that my primary concern is the deceptive nature of the booking process, the unauthorized addition of refund protection, and the denial of my refund. I respectively request that the BBB continues to work with me to resolve this issue. They are not to be trusted!
Thank you for your continue attention to this matter.
******* ****** *****
Business Response
Date: 10/28/2024
Greetings,
Thank you for your response. Once we receive an image of the letter showing the dispute has been closed it will allow us to move forward!
This is what needs to be included in the dispute closed letter and emailed to *********************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeThank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 10/29/2024
Complaint: 22442624
I am rejecting this response because I find the merchant's request to close the credit card dispute UNSATISFACTORY, as I'm within my rights to pursue a resolution through both channels simultaneously. I expect transparency and responsiveness in addressing my concerns. My aim is a fair resolution, and my credit card dispute exists because I have not yet received one. Closing the dispute prematurely would limit my ability to fully address this issue. I need the merchant to address the core points of my complaint directly. ONLY when I have received a full chargeback to my credit card company will I consider closing the credit card dispute.
Sincerely,
******* ****** *****
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