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:10/17/2024
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.
I made a reservation on 9/21 for a four night stay in two rooms at the *********************** with *****************. The itinerary number is H9353776. On 10/4, I informed ***************** that, after the hurricanes, the hotel would not be open during our planned stay. They said they would work on my refund. The refund totals, $5,745.66. I have been calling ever since with no indication of resolving this issue. If I can't use the hotel for the stay that I have paid for, why am I not getting my refund?
Business Response
Date: 10/18/2024
Good Evening ****,
I come bearing happy news! I am pleased to inform you that a full refund of $5,745.66 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:10/16/2024
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 September 28, 2024, I called a company that claimed to be the ************* in *****, **. It was actually Hotel Planner falsifying their identity. We booked a room for September 30th-October 4th, 2024 and paid Hotel Planner $683.25. Upon calling the hotel to confirm our reservation on September 29th, we were told that there was no reservation due to their reservation system being down for Hurricane ****** (they still have no reservation as of October 16th, 2024). I called Hotel Planner the same day, and they sent an email approving a refund. It has still not been received. I spoke with ****, who stated that they would issue a refund within 2-10 business days and would have a manager reach out to us. A manager never reached out. On the 8th business day, I called regarding the refund and spoke to ******, who stated that he assured me nothing regarding a refund and hung up the phone. We were issued a refund of $53.53 on October 1st, which was for an insurance policy that we did not authorize. The remaining hotel lodging balance of $629.72 has not been refunded as of October 16th, 2024. It is the 13th business day. We were desperate for a place to stay at the time due to being displaced from our home, and booked directly through the *********. I will provide the receipt for our direct booking through *********, which was charged to my husbands card. I will also include documents stating our reservation through Hotel Planner was cancelled.This company has no intention of refunding us for their fake booking, and hangs up any time I question the refund.Business Response
Date: 10/17/2024
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: 10/17/2024
Complaint: 22432198
I am rejecting this response because: Unfortunately, I have been told by Hotel Planner that my reservation was cancelled and a refund was in process as of September 29th, 2024. I was told to allow 10 business days. It has now been 14 business days, and my bank has no record of a refund as of today, October 17th, 2024. The business claims to be working on a resolution, but that is not true. They told me to call for any questions or concerns, but they hang up on me each time I call.
Sincerely,
****** AuroraBusiness Response
Date: 10/17/2024
Good Afternoon ******,
Thank you for your patience! I am pleased to inform you that I escalated your reservation and a full refund of $683.25 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/22/2024
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,
****** AuroraInitial Complaint
Date:10/16/2024
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 October 3, 2024 I made a reservation for a 4 night stay at the *************************************** in ************, ****. The booking was for 2 rooms, checking in on 10/20/24 and checking out on 10/23/24. I was under the impression I was speaking directly to a Marriott reservationist. When making the reservations I asked for the reduced rate that was advertised by the ******** for attendees of the Conference being held. I was told those rates were no longer available. Therefore, I purchased the rooms at the lowest rate I was told that was available and was offered cancellation insurance in the event I would need to cancel. I accepted the cancellation insurance. My thought was with this insurance it would allow me to cancel the rooms at no cost if I needed to cancel. As it turned out, I needed to cancel the rooms I had reserved because my co-worker made the reservations as well and I was unaware, therefore I immediately called back to the number I had initially called to make the reservations to cancel. I was told I couldn't cancel. I pushed the issue and spoke with someone else and they agreed to give me a voucher to use. I informed them, a voucher is unacceptable, I would like the full amount of $2339.56 credited back to my company's **** credit card. Thank you for any assistance you can provide in getting the monies refunded to the credit card. SincerelyBusiness Response
Date: 10/17/2024
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,
Melanie Planelles
[email protected]Business Response
Date: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $ 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 [email protected]!
Kindly,
Melanie Planelles
Business Response
Date: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $2,339.56 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 [email protected]!
Kindly,
Melanie PlanellesBusiness Response
Date: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $2,339.56 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 [email protected]!
Kindly,
Melanie PlanellesCustomer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22431510, and find that this resolution is satisfactory to me.
Sincerely,
Cheryl WilsonInitial Complaint
Date:10/15/2024
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.
I was searching online for a hotel and it looked like I was calling the ****************** site. I asked the gentleman on the phone twice it he was with Best Western. He lied twice, once saying he was with that location. When we checked in we found out we had been ripped off and charged more. The woman at the front desk also said she had multiple complaints that day same situation as ours.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 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,
******* Planelles
Customer Answer
Date: 11/01/2024
I will contact the company, but I cannot consider this resolved I have no idea what resolution they will offer.
Thanks, ***** *******
Customer Answer
Date: 11/01/2024
Complaint: 22427945
I will contact the company, but I cannot consider this resolved I have no idea what resolution they will offer.
Thanks, ***** *******
Sincerely,
******* *******Customer Answer
Date: 11/06/2024
I responded to the company as requested and have received no response.Business Response
Date: 11/07/2024
Greetings *******,
Thank you for giving the opportunity to review this for you! I have escalated this to my supervisors and they are working on a resolution, once I hearing back from them I will reach back out. If you have any questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 11/10/2024
I reached out at the email provided the one where they asked to communicate a solution.
I asked what the resolution would be for an employee who repeatedly lied to me when so asked if they were Best Western.
I asked for a refund of the difference between what they charged and what Best Western would have charged.
I told them that I was not sure what the remedy would be for the double points that we lost since it was not booked through best western.
The person never responded to me. I did notice an email saying that a refund was pending to my card but I cant tell if it is from them Im assuming it is.
They asked me to contact them to settle this and they are not responding.You tell me what to do next.
Customer Answer
Date: 11/13/2024
Complaint: 22427945I reached out at the email provided the one where they asked to communicate a solution.
I asked what the resolution would be for an employee who repeatedly lied to me when so asked if they were Best Western.
I asked for a refund of the difference between what they charged and what Best Western would have charged.
I told them that I was not sure what the remedy would be for the double points that we lost since it was not booked through best western.
The person never responded to me. I did notice an email saying that a refund was pending to my card but I cant tell if it is from them Im assuming it is.
They asked me to contact them to settle this and they are not responding.You tell me what to do next.
Sincerely,
******* *******Business Response
Date: 11/13/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that as a courtesy a refund of $25.00 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: 11/19/2024
You have been no help. Just allow this company to keep ripping people off as Best Western said they did to other people as well as us.
The fact that they are doing it with the BBB seal of approval tells me all I need to know about that certification. I will no longer trust it/you.
Customer Answer
Date: 11/22/2024
I have tried twice today to send an email to ******* at the address provided and it says the server cant deliver invalid address.Customer Answer
Date: 11/26/2024
Complaint: 22427945
I have tried twice today to send an email to ******* at the address provided and it says the server cant deliver invalid address.
Sincerely,
******* *******Business Response
Date: 11/27/2024
Greetings *******,
Please be advised that as a courtesy a refund of $25.00 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************.
Kindly,
******* PlanellesBusiness Response
Date: 11/27/2024
no further refund can be issuedInitial Complaint
Date:10/13/2024
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 23, 2024 I made a reservation for a hotel stay on August 14, 2025. I called the hotel directly to check on something and they informed me that my name is under a reservation but not my credit card. I called this company back and they informed me that they use their credit card and not mine. This was not disclosed at the time of booking and the hotel stated that I may or may not be able to check in with this issue. I immediately called back and received an email on September 24, 2024 stating I would be receiving a refund and I have not received one as of yet.Business Response
Date: 10/14/2024
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
Customer Answer
Date: 10/15/2024
Complaint: 22417903
I am rejecting this response because:I am waiting a response from my credit card company. I have sent a copy of the email the company sent stating I was getting a refund within 10 days and this never happened.
Sincerely,
***** ********Business Response
Date: 10/15/2024
Greetings ***,
I see that you are waiting for a response from your credit card company. Once we receive the information showing the dispute has been closed we will be able to move forward, please send the information to me personally via email at *********************************** I look forward to hearing back from you!
Kindly,
******* Planelles
Customer Answer
Date: 10/15/2024
Complaint: 22417903
I am rejecting this response because:I sent the respondent the email stating my refund.
Sincerely,
***** ********Business Response
Date: 10/17/2024
Greetings ,
Please be advised that after taking a look at your reservation we see that it was disputed on 10/5/24, once we receive an image of the letter showing the disputed 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 dispute
Thank you for your patience through this process.
Kindly,
******* PlanellesCustomer Answer
Date: 10/17/2024
Complaint: 22417903
I am rejecting this response because: It is not stating that the refund will be issued as the email originally stated
Sincerely,
***** ********Business Response
Date: 10/18/2024
Greetings *****,
Thank you for taking the time to share the information requested to my email!Our chargeback team will take over and continue to work on your reservation.
If you have any questions or concerns while our team works on a resolution, please dont hesitate to reach back out!Kindly,
******* Planelles
Business Response
Date: 10/18/2024
Guest has provided information to close the dispute early. She is now working personally with our Charge Review team.Customer Answer
Date: 10/19/2024
Complaint: 22417903
I am rejecting this response because:it is not offering the refund that was originally stated I was received
Sincerely,
***** ********Business Response
Date: 10/25/2024
Good Morning *****,
Thank you for taking the time to share the information requested to my email! Our chargeback team will take over and continue to work on your reservation.
If you have any questions or concerns while our team works on a resolution, please dont hesitate to reach out to me personally at ******************************************************************!Kindly,
******* PlanellesCustomer Answer
Date: 10/25/2024
Complaint: 22417903
I am rejecting this response because:no refund was given at this point
Sincerely,
***** ********Business Response
Date: 10/25/2024
Hi *****,
We have been informed by the bank that the disputed charge was won in the customer's favor. If your credit card company has not confirmed this for you, you can provide the attached data confirming status for payment ID ***************************.
Kindly,
******* Planelles
Business Response
Date: 10/25/2024
Hi *****,
We have been informed by the bank that the disputed charge was won in the customer's favor. If your credit card company has not confirmed this for you, you can provide the attached data confirming status for payment ID ***************************.
Kindly,
******* *********
Customer Answer
Date: 10/25/2024
Complaint: 22417903
I am rejecting this response because: the refund has not been credited to my account. Until it is completed, I will not accept a response.
Sincerely,
***** ********Initial Complaint
Date:10/13/2024
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.
I booked hotel rooms for a corporate event. I was misled to believe I was speaking to the Marriott. I booked 7 rooms over two nights for my team. I was very clear I was not agreeing to the prepaid option! His name was *** and he said okay we wont do the prepaid. When I hung up and checked my credit card I was charged almost 4K already. I again thinking i booked through ******** called them. They explained what happened. I called hotel planner and canceled. They wanted to give me a voucher. I declined and said no I want a refund immediately. They said I had to wait up to 10 business days. I have emailed repeatedly and called multiple times to be brushed off. Its been the 10 days and I still dont have my money back. My reservation numbers were H9385949 and H9385935. There are multiple rooms under different names for this booking that I was charged for. An example of one of the names is ****** ******** and *** ***.Business Response
Date: 10/14/2024
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: 10/15/2024
Complaint: 22416864
I am rejecting this response because I still do not have my refund!
Sincerely,
**** *****Business Response
Date: 10/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $3,339.20 has been issued for reservation #H9385935 along with a full refund of $667.84 for reservation #H9385949, please allow 2-10 business days for the refunds to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/12/2024
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 March 2024, my wife and I booked a hotel room for the Chicago Marathon weekend (October *****, 2024) at the ******************************************** through HotelPlanner.com. We received confirmation with itinerary number H8060288.Upon arrival at the hotel on October 11th, 2024, we were informed that our reservation did not exist in the hotel's system. The HotelPlanner.com agent contacted the hotel at that time to confirm the issue and inquire about room availability. Unfortunately, the hotel was fully booked due to the busy marathon weekend.We spoke with two separate HotelPlanner.com agents that evening. Both agents assured us that they would escalate the issue and provide a full refund of $979.64 USD. As of today, October 12th, 2024, we have not received any email confirmation or update regarding the promised refund.This situation caused significant inconvenience and stress during a major event. We were left scrambling for alternative accommodations at the last minute due to the booking error. We request a full refund for the $979.64 USD as promised by HotelPlanner.com. Additionally, we would appreciate a formal acknowledgment of this issue and confirmation of the refund process.Business Response
Date: 10/14/2024
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
Hello *******,
I have some exciting news to share! I am pleased to inform you that a full refund of $ 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:10/11/2024
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.
- Booked the Hotel on 9/4/2024 for one night and cancelled on 9/22/2024 due to change of plan. A refund of $17.89 was instantly processed and posed to my credit card on 9/25/2024. - The cancellation policy is: Cancel after 11/04/2024 00:00 AM *********** TIME: $202.98, Cancel after 11/03/2024 00:00 AM *********** TIME: $40.60.- Called the customer service on 9/23/2024 and inquired why only a partial refund was issued. It seems that the system misread the cancellation policy and charged me $202.98 cancellation fee despite cancelling way before 11/4/2024. I was reassured that a full refund will be processed. Received an email on 9/23/2024 with ticket#******* saying that the refund might take up to 10 business days.- Inquired again with ticket#******* on 9/27/2024 and was informed that the refund is being processed still. Despite saying I should be receiving a confirmation message regarding the refund, I never did, except for the initial one for $17. No further reply to my email follow *** on these tickets.- Called again on 10/4/2024 at the 10 business day point and was informed that the 10 business day reset on 9/27/2024.- Called again on 10/11/2024, at the 10 business day **** from 9/27/2024 after seeing no signs of additional refund. *** said issues is being escalated now, however, no further emails or communications received.Business Response
Date: 10/14/2024
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,
Melanie Planelles
Brand Ambassador
[email protected]Business Response
Date: 10/14/2024
Good Evening,
I apologize for providing the incorrect email earlier. If you have any further questions or concerns while we work on your reservation please feel free to reach out to me personally at [email protected]!
Kindly,
Melanie PlanellesCustomer Answer
Date: 10/15/2024
Complaint: 22412671
I am rejecting this response because: nothing has been resolved and no specific timeline or new info is provided. Same response to my previous requests.
Sincerely,
Jun HuBusiness Response
Date: 10/16/2024
Greetings Jun,
Thank you for giving us the opportunity to review this for you! I am happy to inform you that a full refund of $220.52 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. Please don't hesitate to reach out to me personally at [email protected] with any further questions or concerns!
Kindly,
Melanie Planelles
Business Response
Date: 10/16/2024
Date Sent: 10/16/2024 12:52:41 AMGreetings Jun,
Thank you for giving us the opportunity to review this for you! I am happy to inform you that a full refund of $220.52 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. Please don't hesitate to reach out to me personally at [email protected] with any further questions or concerns!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22412671, and find that this resolution is satisfactory to me. I received refund txt notification on Oct 15, 2024 and it became visible on Oct 18, 2024.
Sincerely,
Jun HuInitial Complaint
Date:10/11/2024
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 August 30th 2024 I called the number was on ****** for the ************ *************. I got a record message identifying that it was the Hilton. When they answered I asked to book a room in the block of rooms that had been designed for the seminar that I was attending November 14th-17th. They said that they didn't have the block of rooms available. They said that they could book me at an another one of there properties the days inn instead for $520.12 They didn't let me know at anytime that they were a third party or there policies. I didn't find out until I got the confirmation that it was a third party. By then it was too late. The rate that they charged was double of what it should have been. At this point I didn't even know if it was a real reservation. So I contacted my credit card company to let them know what happened. On September 26th I received a text saying that my revation had been canceled and that I would get a refund in 3 to 5 days. Then I got a letter in mail from my credit card company saying that the hotel planer said that I had booked the reservation on line and knew who I was booking with and there policies. Which was untrue being I booked with an imposter claiming to be ******. I called the days inn to see if I ever did have a revation they said that I had 2 and they had both been canceled. They said that they had not received any money for the bookings. And they would instruct the 3rd party to refund my money. At this point they have taken my money and canceled my reservation. I have already paid for my seminar. And don't know what to do. This ordale has been exhausting and stressful. These deceitful and unethical practices should not be allowed.Business Response
Date: 10/12/2024
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
Customer Answer
Date: 10/14/2024
This is the document that the company has requested.Customer Answer
Date: 10/14/2024
Complaint: 22411324
I am rejecting this response because:
The issue has yet to be resolved. I am sending the information requested.
Sincerely,
*** ******Business Response
Date: 10/17/2024
Greetings ,
Please be advised that after taking a look at your reservation we see that it was disputed on 9/26/24, once we receive an image of the letter showing the disputed 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 dispute
Thank you for your patience through this process.
Kindly,
******* PlanellesCustomer Answer
Date: 10/19/2024
Complaint: 22411324
I am rejecting this response because:
I have already provided this information.
Sincerely,
*** McCallBusiness Response
Date: 10/28/2024
Greetings ,
Please be advised that after taking a look at your reservation we see that it was disputed on 9/26/24, once we receive an image of the letter showing the disputed has been closed it will allow us to move forward in closing the dispute early on our end!
This is what needs to be included in the dispute closed letter and emailed to ********************************************* and CC ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
Thank you for your patience through this process.
Kindly,
******* PlanellesCustomer Answer
Date: 10/29/2024
Complaint: 22411324
I am rejecting this response because:I have already given you a photo of the bank letter. And I am not resenting it. I can still pull it up in the complaint history and I am sure that you can too.
Sincerely,
*** ******Business Response
Date: 11/07/2024
Greetings Joy,
Thank you for your patience! I am pleased to inform you that the dispute has been dropped on our end and our supervisors are working on a resolution for your inqury, as soon as I hear back from you I will reach out. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 11/08/2024
Good Morning Joy,
Thank you for your patience! I am pleased to inform you that a full refund of $520.12 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 11/08/2024
Good Morning Joy,
Thank you for your patience! I am pleased to inform you that a full refund of $520.12 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: 11/14/2024
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:10/10/2024
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.
Oct 10 2024 ************ reservations ****** per night booked for one night Once I hit the button charges came up to ****** including ***** for a cancellation fee .I am 70 yrs old and the online booking is a scam The price doubledBusiness Response
Date: 10/12/2024
Greetings,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $252.79 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/12/2024
They charged my card 348.00
they did not return *****
its a terrible scam , they showed ****** per night and then charged me 348.00
i would a return of my *****
Customer Answer
Date: 10/16/2024
Complaint: 22408631
They charged my card 348.00
they did not return *****
its a terrible scam , they showed ****** per night and then charged me 348.00
i would a return of my *****
********** *******Business Response
Date: 10/17/2024
Greetings,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $252.79 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,
******* PlanellesBusiness Response
Date: 10/17/2024
No further refund will be issued
Greetings,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $252.79 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,
******* PlanellesBusiness Response
Date: 10/17/2024
No further refund will be issued
Greetings,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $252.79 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: 10/30/2024
Hotel ************
they withheld ***** of the original amount (******)
It was unjustified. I immediately started to retract my information but they wouldnt except it online. . I want the return of my ***** to may account
Customer Answer
Date: 10/30/2024
Complaint: 22408631Hotel ************
they withheld ***** of the original amount (******)
It was unjustified. I immediately started to retract my information but they wouldnt except it online. . I want the return of my ***** to may account
Sincerely,
********** *******Business Response
Date: 10/31/2024
Greetings,
Please be advised that a refund of $252.79. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 11/01/2024
Complaint: 22408631
I am rejecting this response because:
Sincerely,
********** *******Customer Answer
Date: 11/01/2024
Hotel planner which I did not use their services took ****** from my account
I want a full refund
Business Response
Date: 11/08/2024
Greetings **********,
Thank you for your patience! I am pleased to inform you that a full refund of $328.48 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, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
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