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.
- 654 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:10/04/2024
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 4th we went on Holiday Inn website in *********** ******** and called number on website to book a room for a wedding party at a discounted rate ,the person asked us for bride and groom last name and proceeded to book room not telling us that we weren't speaking to Holiday Inn. or telling us we would be billed immediately or that it was non refundable charging our credit card .We have been told several times that they would submit to approve said refund it would take 7-10 business days calling back several times to find out it wasn't submitted and they will expedite and still no results
Business Response
Date: 10/09/2024
Good Evening,
Thank you for your patience! I am pleased to inform you that a full refund of $246.68 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: 10/11/2024
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:10/03/2024
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 by phone a room at ********* in ******************, ** 8/4/2024. Paid $108,00 thru a credit card and was told more than a few times by agent that dogs were accepted at this hotel. When we arrived at the ********* we were told NO DOGS. We I immediately called hotelplanner.com to let them know the mistake. Was told reparations would be made and our room was cancelled. The only thing we ever got in a reparation was a voucher to use at another time. I let them know I did not pay with a voucher and did not want one. Just a credit to our credit card. Its been 2 months and even after numerous calls and promises, nothing has been returned. I would never use hotelplanner.com ever again so I even asked if the voucher was transferrable. No answer to that either. I don't believe I am the first ****** this has happened to. Thank you.Business Response
Date: 10/05/2024
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: 10/09/2024
Good Evening,
Thank you for your patience! I am pleased inform you that a full refund of $108.84 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: 10/10/2024
Good Evening,
Thank you for your patience! I am pleased inform you that a full refund of $108.84 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: 10/24/2024
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:10/03/2024
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.
09/13/24 reserved a room with hotelplanner phone number843-508-0148 for a 2 night stay at ************** in Mt. Pleasant, SC for October 4, 2024 check in and October 6, 2024 checkout.They canceled my reservation and only refunded me half of my money which is ******. I asked for the other portion of the refund since I did not cancel. They told me it takes 10 days to get the money back. As of Oct. 3, end of business, I'm still owed the cash. I believe they are a scam outfit, pocketing money from the scam hotel cancellations. I'm very upset.Business Response
Date: 10/03/2024
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: 10/05/2024
Greetings *****,
I come bearing happy news! I am pleased to inform you that a full refund of $916.82 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: 10/07/2024
Greetings *****,
I come bearing happy news! I am pleased to inform you that a full refund of $916.82 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: 10/08/2024
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:10/03/2024
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.
At 12:30 AM August 31, I contacted ************ (I thought I was connected to Holiday Inn Reservations) to book a room at the *****************************. I was told by the agent I could check in immediately and a hotel shuttle was available, I verified this several times immediately before providing my Credit card number. I received an e-mail instructing me to contact the front desk at the *********** to send the shuttle, ************. When I contacted the front desk I was informed I could NOT check in until 3 PM and he was unable to help me as the reservation was made by a third party. I immediately Called ************ and explained I was scheduled to fly out of ********* at 11:00 AM and was told I could check into a room immediately. The agent said I could cancel and receive a refund. About 10 days later when no refund was given I called back and the agent said he would "escalate" and I would be called back. I did not receive a call back. I disputed the charge but the ** company sent me a letter stating the charge was legitimate. Yesterday I contacted both the Holiday Inn (case #***********) and the third party. Both agents said I would receive a phone call but so far...nothing. Apparently the name of the third party is Hotel Planner.Business Response
Date: 10/03/2024
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: 10/08/2024
Greetings,
I come bearing happy news! I am pleased to inform you that a full refund of $289.45 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 feel free to reach out to me personally at ***********************************
Kindly,
******* *********
Business Response
Date: 10/08/2024
Greetings,
I come bearing happy news! I am pleased to inform you that a full refund of $289.45 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 feel free to reach out to me personally at ***********************************
Kindly,
******* *********
Customer Answer
Date: 10/08/2024
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:10/02/2024
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 12th, 2024, after hurricane ********, we had no power for 3 days. Me and my daughter were desperate for some a/c and power so I decided to book a hotel. Honestly, I didn't even call this place on purpose, when I googled, it seemed like I was calling the actual hotel chain. I called them and they booked me a hotel in *******, ** (same town I live in) which made me happy because it wasn't too far away. The Hotel was Townplace Suites by ******* and the price was $225 for the stay. The woman said it was "non-refundable" but at the time I couldn't see any reason why I would want one. We soon found a reason when we drove to the hotel and the entire street was flooded. I immediately called back, very angry, telling them they sold me a room to a hotel that wasn't even open and likely flooded out. She "processed" a refund because that was an approved reason and I even received an email saying it would take 10 business days to show up in my account. To date, they still haven't refunded the money. I've called them 2 or 3 times and they said they would "escalate" it but I have still never got it. I believe these people are scammers.Business Response
Date: 10/03/2024
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: 10/07/2024
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,
******** *****Business Response
Date: 10/08/2024
Greetings,
I come bearing happy news! I am pleased to inform you that a full refund of $225.78 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 ***********************************
Kindly,
******* Planelles
Initial Complaint
Date:10/02/2024
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.
This is an addendum or update to the previous inquiry regarding ****************. Actually, it turns out that the hotel was booked through ******************** and I received an email from *******************************************. The itinerary number is H9153885 that the business provided and the phone number that I called to book was **************. Additional information that I can provide is their website which is as such: **************************************
Business Response
Date: 09/01/2024
We are unable to locate the reservation with the information provided.
We have emailed the customer directly regarding additional information. Please respond to the email directly so that we are able to further assist.
Customer Answer
Date: 09/03/2024
Complaint: 22225288
I am rejecting this response because it turns out that the hotel was booked through ********************, not ****************. The additional details are found in the inquiry I just sent a few minutes ago.
Sincerely,
******* ********Business Response
Date: 09/04/2024
The hotel has denied a refund as the reservation was booked as a "Non-Refundable" reservation and will adhere to the cancellation policy that was agreed upon during the time of booking.
We have offered the customer a full refund via check. We have emailed the customer regarding this matter. Please respond to the email directly so that we may further assist with a refund check.
We will notify the customer directly as well as the ******************** once a refund check has been processed and mailed to the customer.
Business Response
Date: 09/04/2024
The hotel has denied a refund as the reservation was booked as a "Non-Refundable" reservation and will adhere to the cancellation policy that was agreed upon during the time of booking.
We have offered the customer a full refund via check. We have emailed the customer regarding this matter. Please respond to the email directly so that we may further assist with a refund check.
We will notify the customer directly as well as the ******************** once a refund check has been processed and mailed to the customer.
Customer Answer
Date: 09/04/2024
After reviewing the latest correspondence sent to me by the BBB, I would be happy to receive a check from the business for a full refund. However, as of this moment, I have not yet received a notice from the business that they will in fact refund me.Customer Answer
Date: 09/04/2024
Complaint: 22225288
I am rejecting this response because the "cancellation policy" was not agreed upon over the phone. The lady who I talked to over the phone said that I could get a full refund as long as I cancel before September 17. I verified with her multiple times if this indeed was the case, but either she was ignorant of the matter or intentionally deceived me in order to make the transaction. If there is a possibility for a full refund via check, I would gladly accept that as the resolution to this case, but as of the moment, the matter is still unsettled. Thank you.
Sincerely,
******* ********Business Response
Date: 09/06/2024
Please disregard our previous update as the information was incorrect.
We have reviewed the information that Mr. ********* has provided through the Better Business Bureau, and have determined that the reservation was booked with HotelPlanner.com and not ****************. Please note that the email address and phone number both belong to HotelPlanner.com and are in no way affiliated with ****************.
We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We have marked this case closedCustomer Answer
Date: 09/06/2024
To Ms. ******* ******* or staff,
I have received new information from **************** regarding this complaint #********. They confirmed that my reservation was booked with HotelPlanner and not ****************.
Below is the contact information to HotelPlanner. I hope this will assist you.
*********************************************
**************
Sincerely,
******* J. ********
Business Response
Date: 09/17/2024
Please disregard our previous update as the information was incorrect.
We have reviewed the information that Mr. ********* has provided through the Better Business Bureau, and have determined that the reservation was booked with HotelPlanner.com and not ****************. Please note that the email address and phone number both belong to HotelPlanner.com and are in no way affiliated with ****************.
We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
We have marked this case closedCustomer Answer
Date: 09/19/2024
To Ms. ******* *******/staff,
I received a communication on Tuesday, September 17, 2024 telling me that my case has been closed because the complaint I filed was against the wrong company. I already acknowledged that **************** was the incorrect company, and i sent you an update on Friday, September 6, 2024 explaining the situation. If you look through our communication file, you should find it. Listed below is the correct company and contact information which I already provided to you on September 6, 2024. Please take note, and please keep me posted.
Correct company: HotelPlanner ********************************************* **************
Should you have more questions, or need any additional information, please contact me.
Sincerely,
******* J. ********
Customer Answer
Date: 09/19/2024
Ms. ******* *******,
Addendum: complaint # ********
Complaint against: HotelPlanner ********************************************* **************
The complaint is the original complaint which was transmitted to your office on September 1, 2024.
Thank you for your kind assistance.
******* J. ********
Customer Answer
Date: 10/02/2024
On August 24, 2024, I made a reservation by phone for a two night stay at the Best Western The *********** in ********, ******. The booking was for September 20 - 22, 2024 and I thought I was speaking directly to the hotel. I looked up the hotel online and the number I called came up. I asked the lady I spoke with if she was at the hotel, and she said she was with hotel reservations, so I took it at that. She charged me $542.33 on my Chase ****** credit card. $249.92 for each of the two nights including tax, plus $42.49 for a refund protection plan through ************* She said I could cancel the reservation through September 17, and I would get a refund in the form of credit back to my card. As it turned out, I had to cancel the next day. I called the same number and was directed to an automated site where I followed the prompts. My refund was approved and I was sent a confirming email. Upon reading it, I saw the refund was for just one night at $249.92. When I spoke with the lady the day before, I was led to believe I would get a full refund. This was four weeks prior to the planned hotel stay. Several attempted return calls were all directed to the automated system. I received a separate email for the refund protection. It had clear instructions for getting a refund which I followed and received credit for $42.49. I'm still out $249.92 for one nights room stay. The document I was sent said one night would be charged, but that is not what I understood when speaking to the lady before the document was printed. I think this is ridiculous because it was essentially one month before my planned visit. I just want my $249.92 back. Kindly help me.Customer Answer
Date: 10/03/2024
Complaint #********
To Ms. **** *.
I've received your correspondence dated 10/2/2024.. I feel it's important to let you know this. I'll remain on standby for any further communication from you. Thank you for any assistance you can provide me.
Sincerely,
******* J Shumaker
Business Response
Date: 10/03/2024
Hello *******,
Thank you for your patience! I am pleased to inform you that a full refund of $542.33 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: 10/04/2024
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,
******* ********Customer Answer
Date: 10/04/2024
Thank you!Initial Complaint
Date:10/02/2024
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.
**************** refuse to give the initial receipt in the amount of $973.35. The accounting department of our organization needs a copy of the receipt to pay the **************** corporate account. I contacted this company several times, and I have not received the receipt as of 10/2/24. This is ridiculous to say the least! We are not asking for a refund, the company only request is the receipt/invoice for services rendered. We will "NEVER" use this company again!Business Response
Date: 10/02/2024
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: 10/03/2024
The issue has been resolved.Customer Answer
Date: 10/03/2024
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.The issue has been resolved.
Sincerely,
***** *********Initial Complaint
Date:10/01/2024
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 9/18, I booked one hotel room for $113.05, to stay at the ************ Wyndham in ******** ****** **. After I booked the room online, at what appeared to be the **************** website, I was charged extraordinary fees beyond normal hotel tax, including $77.50 for "tax recovery and fees", and $16.20 for refund protection, both of which I did not consent to when I made the online reservation. My Itinerary number is H9329348. I reached out to both the online customer support and phone support, to request a refund of the extraordinary fees I was charged. I am seeking a refund for the extra fees above and beyond the normal hotel room and tax charges. ************* has not responded with any update to my initial request. They are wrongfully charging customers high fees that exceed 80% of the hotel's room charge.Business Response
Date: 10/02/2024
Hello ***,
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: 10/04/2024
Complaint: 22367631
I am rejecting this response because: this is the same response I received previously, without any resolution from the business, or updates of any kind. It appears to be a delay tactic, rather than a resolution.
Sincerely,
*** ******Customer Answer
Date: 10/04/2024
Tonight, the business sent me a text that a refund of $16.21 was processed today. That is not the amount that I requested. I am seeking the amount in excess of the hotel room and the corresponding taxes. They did not address the $77 is fees I was charged. Therefore, I am not satisfied with their small refund, which I have not yet received. I have attached a screenshot of the text.Business Response
Date: 10/08/2024
Greetings ***,
Thank you for your patience! I am pleased to inform you that a refund of $55.21 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 don't hesitate to reach back to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/09/2024
The company has only refunded $16.21 to me, as shown in the attached screenshot of the credit posted to my checking accountCustomer Answer
Date: 10/09/2024
Complaint: 22367631
I am rejecting this response because the company has only refunded $16.21 to me, as evidenced by the attached screenshot from my bank account. They have still not refunded a reasonable amount, nor the amount that they referred to in their response.
Sincerely,
*** ******Business Response
Date: 10/10/2024
Greetings ***,
Thank you for your patience! I am pleased to inform you that a refund of $55.21 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 don't hesitate to reach back to me personally at ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 10/10/2024
Response to guest: "Greetings ***, Thank you for your patience! I am pleased to inform you that a refund of $55.21 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 don't hesitate to reach back to me personally at ******************************************************************!"
Guest has rejected the response, but there will be no more refunds for the reservation.
Business Response
Date: 10/11/2024
Response to guest: "Greetings ***, Thank you for your patience! I am pleased to inform you that a refund of $55.21 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 don't hesitate to reach back to me personally at ******************************************************************!"
Guest has rejected the response, but there will be no more refunds for the reservation.
Customer Answer
Date: 10/14/2024
Complaint: 22367631
I am rejecting this response because it is not an appropriate refund of the exorbitant fees I was charged. This business is not ethical.
Sincerely,
*** ******Business Response
Date: 10/15/2024
Greetings ***,
Thank you for your patience! I am pleased to inform you that an additional refund has been issued for a total refund of $65.50, please allow 2-10 business days for this refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/01/2024
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.
We booked two rooms through this service looking for lodging with power and phone service during Hurricane ******. I was told since it was a day-of booking, the free cancellation period was past. That was fine as we knew we'd use the reservations. We began to have concerns when we couldn't reach the hotel front desk over a period of hours. When it was time to check in, we went to the hotel. They had no power, and no phones, and we were told they were not accepting new guests. I've called and emailed the company numerous times to explain the situation. Each time the give a vague promise that "someone will check into it" and get back to me. When asked when I could expect a resolution, I was told they had no guess. The last time I called, I notified them that if a resolution was not provided by a specified date, I planned to make a BBB complaint. The date passed, so here I am.Business Response
Date: 10/02/2024
Greetings *********,
I am pleased to inform you that a full refund of $260.48 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 at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:10/01/2024
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 1 I booked rooms through them for a work trip. On September 9th my work plans changed and on September 10th they emailed me saying in 10 business days I would be refunded the money for the days I was not at the hotel. 14 business days later I have not seen the refund and they say they dont know why it has not processed.Business Response
Date: 10/01/2024
Hello *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $720.72 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: 10/01/2024
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,
***** ***********
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