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.
- 652 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:10/09/2024
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 a reservation for a wedding next September and believed I was talking directly with the hotel. The *** never identified herself as hotel planners nor did she explain cancellation policy. Once I saw I did not receive the wedding rate I researched to find out I had booked thru them. They refunded half of my money which incidentally the also never told me I had to pay in full almost a year out. Now they just stop answering my messages. Really slimy way to do business
Business Response
Date: 10/09/2024
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: 10/09/2024
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 ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 10/12/2024
Complaint: 22400499
I am rejecting this response because:I have yet to receive a reply to my email once again
Sincerely,
****** *********Business Response
Date: 10/16/2024
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $617.68 has been issued back onto your card, please allow 2-10 business days for the refund for 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:10/08/2024
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 clicked on their link by mistake, I thought I was clicking on my Best Western Login page as I'm a Gold Member with them.I booked the rooms and then a hour later I realized I was positive for Covid. I had reserved the rooms at approx 1 pm and cancelled at approx 2:38 pm on the same day.I purchased the Refund Protection for $28.26 along with the $360.78 for the rooms.I submitted the info they requested for the refund, the emails of the confirmation and Cancellation.I also submitted a pic of the Covid Test result. 5 mins later I get a reply saying DENIED.Business Response
Date: 10/09/2024
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: 10/09/2024
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 Planelles
Business Response
Date: 10/10/2024
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 Planelles
Business Response
Date: 10/16/2024
Hello Doug,
Thank you for your patience! I am pleased to inform you that a full refund of $360.78 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 [email protected]!
Kindly,
Melanie Planelles
Business Response
Date: 10/16/2024
Hello Doug,
Thank you for your patience! I am pleased to inform you that a full refund of $360.78 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 [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22398012, and find that this resolution is satisfactory to me.
Sincerely,
Doug WoodallInitial Complaint
Date:10/08/2024
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 reserved a room at Best Western in ************ through Hotelplanner in July for a 2 night stay 10/31/24-11/02/24 and purchased the insurance. In late September ************************************************************************************* heart attack. I dont want to be several hundred miles from home if that happens. I requested a refund/cancellation only to be be told that they cancelled the reservation but I would not be getting a refund.I have called several different phone numbers from their emails as well as sent several emails with no refund offered.Business Response
Date: 10/09/2024
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: 10/09/2024
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 ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 10/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $892.76 has been issued back onto the card used to purchase your reservation!
If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $892.76 has been issued back onto the card used to purchase your reservation!
If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 10/29/2024
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:10/08/2024
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 a hotel by mistake and cancelled immediately they charged my card and refused to refund in full claiming their fees.Business Response
Date: 10/09/2024
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: 10/09/2024
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 ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 10/10/2024
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 ******************************************************************!
Kindly,
******* *********Customer Answer
Date: 10/10/2024
Complaint: 22396727
I am rejecting this response because you simply provided two standard email responses that made no sense. Please refund the money and confirm when done.
Sincerely,
***** **********Business Response
Date: 10/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,360.58 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: 10/21/2024
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:10/07/2024
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.
Date of transaction: 6/2/24 Amount of money I paid to Hotel Planner: $634.68 Hotel nights booked:2. I booked the hotel, tried to cancel same day. Business said my booking was "non-refundable". I didn't know that and didn't see that. I explained this. They said they would not give me a refund. Then they sent me a voucher. Says I have to use it by 10/8/24. Went onto website and tried to use the voucher. Get a message that says "voucher is not valid".I want a refund of the money I paid to this company, or at least the ability to use the voucher they sent me due to a non-refundable booking.Business Response
Date: 10/10/2024
Greetings,
Thank you for giving us the opportunity to review this for you! Please be advised after taking a look into reservation #H8571557 there is no voucher attached, but I'd love to further assist you. Please provide me with the itinerary number beginning in H for the reservation the voucher was issued to, please feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* Planelles
Initial Complaint
Date:10/07/2024
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.
Date of transaction Oct. 6, 2024, Itinerary number H9462684. I was attempting to book a room for my sons upcoming hockey tournament in *******, **, ******. We live in ********* **, ******. Our team was dealing with a representative from the hotel who had blocked off 18 rooms for us at a rate of 169 CAD/night for two nights (Nov. 1st - 3rd). I went to book a room on what looked like the hotel's website, *********** by the Hilton in *******. Instead of directly booking on the website, I called the provided ***** number and spoke to a representative. Before booking, I asked if I was speaking to the hotel and he said yes. I even got him to confirm the address, which he did. I explained about the 18 rooms put aside for us and he pretended to know what I was talking about and proceeded to book me into a room. Something felt off so I asked again if I was getting one of the 18 rooms and he said yes. After getting off the phone, I received my booking confirmation via email which was in US dollars and was overcharged, including a random fee for a refund protection plan that I was never asked about. I immediately called back and they said its non-refundable. I explained that the booking agent misrepresented himself as the hotel when asked and lied to me about what I was booking. They said that they would cancel my booking and request a refund. I received a second invoice but only the "refund protection plan" was voided - though no refund is posted to my **** yet. I now have woken up to a double charge on my credit card. It now seems I now have >1000 CAD in pending charges now. I have spoken to a representative at the ********** and they have confirmed it is a third party that taken advantage of me. They also see that the booking is still active on their end. The company misrepresented themselves and lied to me. I would very much like a full refund. I have called the company three times and they keep saying that someone will contact me back, which they have not.Business Response
Date: 10/09/2024
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 PlanellesCustomer Answer
Date: 10/09/2024
Complaint: 22391925
I am rejecting this response because:There response does not make sense. It appears they are working on "your reservation."
Sincerely,
Katherine SimsCustomer Answer
Date: 10/11/2024
UPDATE! Hotelplanner reached out to me via email 3 business days ago saying that they will provide me with a full refund and that I will receive a text msg notifying me of this. I never received a text msg from the company nor is their a pending refund charge on my credit card account, suggesting no refund has been processed. I replied back to the company on the same email thread twice and they have yet to respond. Please see the attached email promising a refund, but not providing me one.
Thank you for your help!
Katherine Sims
Business Response
Date: 10/16/2024
Good Evening Katherine,
Thank you for your patience! I am pleased to inform you that a full refund of $394.31 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 [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22391925, and find that this resolution is satisfactory to me.
Sincerely,
Katherine SimsInitial Complaint
Date:10/07/2024
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 Sept 14, I booked a room at sleep ************* **************************************************. I was giving false information by the person at hotel planner so I cancelled the reservation 25 minutes later. I was told I would get my full refund by 10 business days. Its been now 24 days and I have to receive my refund. I have call a number of times to try resolve this matter, but only get told again and again that they are transferring the matter to a supervisor.Business Response
Date: 10/07/2024
Greetings,
Thank you for giving us the opportunity to review this for you! Please be advised that your reservation #H9299132 is a book at hotel reservation, meaning that we did not charge your card since this was done at the hotel. Since the charges came from the hotel, a refund will need to come directly from the hotel. If you have any further questions or concerns, please feel free to reach out to me personally at [email protected]!
Kindly,Melanie Planelles
Customer Answer
Date: 10/08/2024
Complaint: 22391391
I am rejecting this response because:
Sincerely,
James WomackCustomer Answer
Date: 10/08/2024
Complaint: 22391391
Good afternoon, emailing you in regard's to my dispute with hotel planner. I read there comments about this issue and referred me to get my refund from the hotel. I call the hotel and they tell I need to get the refund from hotel planner. I have only dealt with hotel planner and have never given my card information to hotel, only to hotel planner reservations. I don’t know how to get my refund, when both parties say they can’t refund, the other has to. Why should I be unable to get my $202.95 refund when all I tried to was book a room. Please help me!!!! If you need any additional information, please let me know.
Sincerely,
James WomackBusiness Response
Date: 10/10/2024
Greetings,
Thank you for giving us the opportunity to review this for you! Please be advised that your reservation #H9299132 is a pay at hotel reservation, meaning that we did not charge your card since this was done at the hotel. Since the charges came from the hotel, a refund will need to come directly from the hotel. There was a charge of $5.98 on our behave for the booking fee and we have refunded it, please allow 2-10 business days for the 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: 10/14/2024
Complaint: 22391391
I am rejecting this response because:I called the hotel planner phone number. I talked to a hotel planner employee. That hotel planner employee booked the and that hotel planner employee took my payment information. Never did I talk to the hotel I booked the room at. That’s why the hotel I booked the at will not refund my account. Call them! They will tell you the same thing I am saying. You already agreed that I used your service when you said you would refund some fee that you never disclosed about using your service. I will not stop my pursuit for this refund that you owe me. You need to take this more seriously and find out why this thing is happening. Nobody is going want to use your service if this is the outcome.
Sincerely,
James WomackBusiness Response
Date: 10/24/2024
Greetings *****,
Please be advised that we spoke to the General Manager of the hotel, and they let us know that reservation H9299231 was fully used and there werent any complaints made to the hotel or attempts to cancel, we took a look in our system and we did not see any requests to cancel either. Please be advised 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 since it was fully used. 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.Kindly,
******* Planelles
Initial Complaint
Date:10/07/2024
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 reserved a hotel room with them thinking they had power after the hurricane hit. The receptionist said there would be power and when I arrived, there was not any power and I asked for a refund because I did not stay there and they did not offer me one. If I knew they had a no refund policy, I wouldnt have paid them for a room I did not stay in. I wish to get my money back because $300 is a lot to spend and not stay in the place you spent that money onBusiness Response
Date: 10/08/2024
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: 10/15/2024
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $303.32 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
Business Response
Date: 10/16/2024
Greetings ******,
I come bearing happy news! I am pleased to inform you that a full refund of $303.32 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,
******* *********
Initial Complaint
Date:10/07/2024
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.
We live in a mobile home park & had to evacuate when Hurricane ****** hit.. We made a reservation ay the ***********, *************************************************************** through Hotel Planner for 3 nights, 9/26, 9/27 & 9/28 and spoke with *****. We didn't know if we would need all 3 nights because we didn't know if we would lose our power. We were led to believe we could cancel the remaining nights if we needed & we bought the ******************* we didn't need to stay the second & 3rd night, so we checked out of the hotel & was told the 3rd party, Hotel Planner/Protecht/Refund Protection would refund our money. Again, we were encouraged to purchase the insurance for the Reservation. All we're asking for is a refund for the two nights we didn't use. That's only fair. We were advised that we cannot get our refund. I feel that's like it's price gouging. We are elderly & live on Social ************* paid $628.28 for the reservation.Our refund request is: clm_CmJUYozy Insurance Protection ph#************Business Response
Date: 10/08/2024
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]Customer Answer
Date: 10/15/2024
To BBB:
I received a message 10/15/24:advising a refund in the amount is being processed today. If this is valid, ok.
Donna Malone
Business Response
Date: 10/16/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $386.10 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 [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22390517, and find that this resolution is satisfactory to me.
Sincerely,
Donna MaloneCustomer Answer
Date: 10/16/2024
To BBB
Complaint ID: 22390517
From: Donna Malone
I think the message & offer I received on 10/15/24 could have been an attempted scam. It came thru messenger with no company ID. my phone advised it could've been a phishing attempt & advised to block the number. Please re-open our case until I feel it's not a scam.Note: I did not say the offer was satisfactory.
Thank you.
Initial Complaint
Date:10/07/2024
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 a hotel using Hotel Planner. I had to leave early due to an incoming hurricane and notified the hotel. The hotel staff stated that since I booked through Hotel Planner, they would be issuing a partial refund. I contacted Hotel Planner numerous times and they stated I would would be issued a partial refund but this has not occurred. I also requested an itemized receipt and they have failed to provide that as well. As I stated, I have called numerous times and I'm coninuously told the same thing, that they will submit a ticket to their manager. When I ask to speak to the manager, I'm told they are not available. To this point, nothing has been done.Business Response
Date: 10/08/2024
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: 10/16/2024
Good Evening,
Thank you for your patience! I am pleased to inform you that a refund of $186.13 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: 10/16/2024
Good Evening,
Thank you for your patience! I am pleased to inform you that a refund of $186.13 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: 10/22/2024
Better Business Bureau:
Although they failed to provide me an itemized receipt as I requested, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* **********
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