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:09/29/2024
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 was trying to make a reservation at the Best Western in ******* ********. I thought I was on their website so I made a reservation for 2 nights October 7-9. The room was $109.12 per night plus $69.77 taxes and fees. There wasnt any total until after I checked out. The total then came to $ ******. There is no way that adds up. I then immediately tried to cancel and the will only refund me $178. 89. Their website makes you think that you are dealing with the hotel directly and I had no idea it wasnt the hotel until the very end of the transaction. They are deliberately misleading and scamming people out of their money.
Business Response
Date: 09/30/2024
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: 10/01/2024
Greetings ********,
Thank you for taking the time to reach out. I am pleased to inform you that a full refund of $388.19 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 if you have any further questions or concerns, my email is ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/02/2024
Greetings ********,
Thank you for taking the time to reach out. I am pleased to inform you that a full refund of $388.19 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 if you have any further questions or concerns, my email is ******************************************************************!
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:09/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband booked a hotel reservation which he thought was directly with ******** in *********, **. He choose (make a reservation option) on the phone and ended up with apparently Hotel Planner. The reservation was made in March 2024. Card # ending in 1241. Checking in on August 28th and checking out Sept. 1. He was charged $552.40 which included cancellation insurance of $43.28. Our credit card was charged on March 11, 2024. On August 18 he called to cancel two nights of our 4 night stay. He was told he could not cancel just 2 nights but had to cancel the entire stay and re-book for just 2 nights. We thought that was ridiculous but had no choice. So on August 22 our credit card was charged $213.94. However, here we are on September 29. and we still do not have the credit of $509.12. Between my husband and I we have made at least 7 phone calls to ************** and get excuses. The first call was they needed to wait for an approval by Days Inn which made no sense since we purchased cancellation insurance. Second call....Days Inn approved it and was waiting for approval by H.P. What in the heck needed approved by ************* since we purchased insurance. Third call...they find the information and will prioritize the request for credit. Fourth call...the same they will prioritize. Fifth call....they see the credit was issued on September 12th and we have to give the bank 7 to 10 days to post it. Isn't it amazing how when you make a reservation it is charged immediately to your credit card but credits take 7 to 10 days to post. Well here we are 11 business days later and still no credit posted. I just called again today September 29 and complained to the girl when I know it it not her fault. I will never book thru Hotel Planner again and will be sure we ask who we are talking with before any reservation is made going forward. At this point I think we should get our $43.28 refunded for the time and trouble we are going thru to get our 4 night stay.Business Response
Date: 09/30/2024
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: 09/30/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $509.12 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: 10/01/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $509.12 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: 10/03/2024
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.
Sincerely,
***** *******Initial Complaint
Date:09/28/2024
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.
Please see the attached documentation for full details. On July 20, I unknowingly booked a reservation over the phone with Hotel Planner for $514.83. (I thought I was booking directly with ******). I subsequently had to cancel the reservation after contacting the hotel directly and learning that the room was not what I asked for (accessible room with sleeping for 3 adults). AFTER cancelling my reservation, they informed me of their 50% refund policy but said they would escalate my request for a full refund since I could not use the room. The agent said she was certain I would get the refund. I have not received the remaining 50% plus $40.33 for "refund protection." I have an email from them dated Sept 14 saying my refund would be processed within 10 days, but I have not received it. This is an extremely deceptive organization. I appreciate your help obtaining the remaining balance. Thank you.Business Response
Date: 09/30/2024
Hello ****,
I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will update you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 09/30/2024
Complaint: 22352415
I am rejecting this response because:I have been told repeatedly that my case is being escalated there. I am seeking a refund of $277.58. Once they agree to send the refund I will accept their response.
Sincerely,
**** ********Business Response
Date: 09/30/2024
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: 10/01/2024
Complaint: 22352415
I am rejecting this response because:I have attached the documentation requested. Please note that the account number has changed since the original purchase. The account ending in 7240 now ends in 7813. It is the same account. I've also attached a recent bill showing the reversal of the temporary credit that Discover provided. You can see it on the account ending in 7813. I will also email these documents directly to the address requested in the response.
Sincerely,
**** ********Business Response
Date: 10/01/2024
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,
******* PlanellesCustomer Answer
Date: 10/05/2024
Complaint: 22352415
I am rejecting this response because:The business has sent the same response back twice. I already provided the information they are seeking. Please let me know if anything is missing. For reference, I've attached the information again here.
Sincerely,
**** ********Business Response
Date: 10/10/2024
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: 10/11/2024
Complaint: 22352415
I am rejecting this response because:I am glad to hear they are working on the case. We should keep this open until they resolve the issue and agree to refund the money. Thank you.
Sincerely,
**** ********Business Response
Date: 10/21/2024
Hello ****,
Thank you for your patience! I am happy 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,
******* Planelles
Customer Answer
Date: 10/29/2024
Complaint: 22352415
I am rejecting this response because:A full refund was not provided as claimed. There remains a balance of $40.33 that has not been paid. I appreciate that ******* said I could reach out to her directly but she does not respond to my emails. I have tried to reach her twice through direct email. Perhaps she will respond here to explain why the $40.33 was not refunded.
Sincerely,
**** ********Business Response
Date: 10/31/2024
Hello ****,
Thank you for your patience! I am happy to inform you that a refund of $474.50 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 11/19/2024
Complaint: 22352415
I am rejecting this response because:While I greatly appreciate the $474.50 refund, the total I was charged at the time of the reservation was $514.83. The difference of $40.33 is still outstanding. I have tried to reach out to ******* directly, as noted in the message above, but she does not respond to my emails. I would appreciate a refund for the remaining $40.33. Thank you.
Sincerely,
**** ********Business Response
Date: 12/02/2024
Hello ****,
Please be advised that a refund of $474.50 has been issued back onto the card used to purchase your reservation, the remaining $40.33 was not issued due to the nonrefundable refund protection plan. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 12/03/2024
Hello ****,
Please be advised that a refund of $474.50 has been issued back onto the card used to purchase your reservation, the remaining $40.33 was not issued due to the nonrefundable refund protection plan. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********Customer Answer
Date: 12/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:09/27/2024
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 a ******* in ************** for Sept 24 check in and sept 25 check out. I routinely use this location as a stop from nyc to ************* fl. ************ said to cancel by 6pm Sunday for a refund. Hurricane ****** was forming and my trip was canceled. I cancelled on confirmation webpage at 4pm on sunday. This sleazy outfit never canceled, and won't honor a refund after a deadly hurricane passed through *******, ******* ******************* *********************** etc...my entire route!Business Response
Date: 09/30/2024
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: 09/30/2024
Greetings,
Thank you for your patience! I am pleased to inform that a full refund of $94.48 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 feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/01/2024
Greetings,
Thank you for your patience! I am pleased to inform that a full refund of $94.48 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 feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
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,
***** ********Initial Complaint
Date:09/27/2024
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 at *********** Suites on August 29th Payed them by debit card. Found out they would not accept my cars. So I cancelled. As of today September 27. I have not received my refund. I have contacted them every day . They tell me 2 to 10 business days . Well I has almost beenn30 days.Business Response
Date: 09/27/2024
Good Evening *******,
Thank you for giving us the opportunity to review this for you. I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will update you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 09/28/2024
Complaint: 22349905
I am rejecting this response because:
I still want my refund. Nothing was said if I was going to get it.i have heard the same response for 20 days. I would like someone to tell me they have refund ** the money
Sincerely,
******* *******Business Response
Date: 09/30/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,131.26 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
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.
Sincerely,
******* *******Initial Complaint
Date:09/24/2024
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 made a reservation over the phone from ****** to book a hotel in ****** caller never mentioned it was US funds. When i received the email i called right away within 10 min and complained and said refund my money. they said it will take 10 days they could of not processed it in 10 min. i asked to confirm the amount refunded and they ignored meBusiness Response
Date: 09/25/2024
Greetings,
I'd be more than happy to help! Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 09/25/2024
H9370400Customer Answer
Date: 09/25/2024
Complaint: 22331319
H9370400
Sincerely,
***** ******Business Response
Date: 09/26/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $476.62 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: 09/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:09/23/2024
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.
Attempted to book reservation at ********************, *******,**. The number that came up on internet search was *************. They answer "reservations ***** and i thought it was ***************************, but it was a third party - They hung up after getting my credit card info. I called back the actual hotel number ************ and found out that no reservation had been made. I called back immediately to cancel the reservation with the third party company - Hotel Planner, but cannot get my money back. I cancelled > 2 days in advance of my stay.I have made several calls. Sometimes the agent says call the front desk at the hotel to get a refund. Other times they hang up when i ask what is the name of their company, I finally learned that the company is located in *******, operating as Hotel Planners.Seeking refund and investigation into this company's business practice.Business Response
Date: 09/25/2024
Greetings,
I'd be more than happy to help! Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 09/26/2024
My reservation number was H9326823 - charged full *** immediately after booking and did not refund charge after i cancelled within **** 1 hr of making the booking, > 24 hr in advance of hotel stay!
Also, when calling customer service, they will not disclose what company this is! One of the customer service people said the company was ****************! which is where i sent the initial complaint. Sometimes when calling their number to ask what company this is, they just hang up!
Business Response
Date: 09/26/2024
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 ****************************************************.
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: 09/26/2024
Complaint: 22324143My reservation number was H9326823 - charged full *** immediately after booking and did not refund charge after i cancelled within **** 1 hr of making the booking, > 24 hr in advance of hotel stay!
Also, when calling customer service, they will not disclose what company this is! One of the customer service people said the company was ****************! which is where i sent the initial complaint. Sometimes when calling their number to ask what company this is, they just hang up!
Sincerely,
***** ******Business Response
Date: 09/26/2024
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 ****************************************************.
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.Customer Answer
Date: 09/26/2024
Complaint: 22324143
I am rejecting this response because:I filed a dispute with my credit card company because I called the reservations number several times and either got hung up on, sent to an incorrect extension, or told to call the front desk of the hotel. The credit card company, ****, will be reaching out to HotelPlanner to discuss this disputed charge, as my representative.
To say that you are "locked out" for 90 days from reviewing my dispute does not make any sense, and I hope the BBB will see this as just another one of this company's scam tactics.
Sincerely,
***** ******Customer Answer
Date: 09/27/2024
":This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
Inaccurate BBB response - the business did NOT address the issues of refund, continues to refuse to refund money for a hotel reservation that was made and cancelled, and did not address issues that their customer service representatives provide INACCURATE and FALSE information to customers ( They state wrong business name, refuse to indicate business name, and refer people to contact front desk at hotel when Hotel Planner is the one charging the amts)
Initial Complaint
Date:09/20/2024
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.
Hello,I noticed that my house is fraudulently listed on the following site: ********************************************************************* - When i called the tel # on the site to get it removed and asked the name of the company, i was told it was hotelplanner. I told them i needed my house removed and they connected me to ************. When i called that #, i get a recording that says "please provide your reservation #". How do i get my house removed from this site? It's a scam!Business Response
Date: 09/25/2024
Greetings,
I'd be more than happy to help! Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Customer Answer
Date: 09/26/2024
Complaint: 22314077
I am rejecting this response because: Their response does not address the issue. My complaint has nothing to do with me having a reservation. My house is fraudulently listed on their site as a place that they are offering as a place that people can rent. We never gave them permission to do that and my home address is actually listed on their site
Sincerely,
******* *******Business Response
Date: 09/26/2024
Hi *******,
The site does not belong to HotelPlanner, we have contacted the site owner on your behalf and asked them to remove your hotel.
Please let me know if you have any questions or need further assistance.Kindly,
******* *********
******************************************************************
Customer Answer
Date: 09/26/2024
Complaint: 22314077
I am rejecting this response because: they are saying we need to wait 10 days for this issue to be resolved. I was told last week by someone else at their company that our address would be removed and it still hasn't been. I need this case to stay open for at least 10 more days to see if they follow through on what they say they will do.
Sincerely,
******* *******Initial Complaint
Date:09/18/2024
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 15th we were looking to book a hotel room at **************************. We thought we were booking with the hotel directly at an advertised price of $95 a night non refundable. we booked the room and after checkout, the total was $183 for 1 night. We were charged $14.40 for refund protection and $72.44 for Tax Recovery and fees. What is this? Was able to remove the refund protection which reduced the price to $169. Still much more than $95 a night advertised. Called to speak to someone to no avail. Emailed to have someone call me back. In the meantime, looked online and booked with ***********. Advertised same $95 a night plus taxes and fees total $124,01 which was clear and booked with them . Someone from hotel *********** called me 11 am following morning and I explained I wanted our money back and he said he would only refund the $14.40 refund protection and submit a request of the remaining $169. Later in the day, I received a email response from ******* ***** (Lodging support) saying its at the hotel's discretion to offer a refund which is not true according to La Quinta general manager on duty who said they never received a call from hotel ***********. Tried calling back to dispute and was told their systems are down and was to call back. Received email hours later stating I am ineligible for a refund for $169. Called my bank to dispute charge .VERY misleading practice. Had no idea we were being charged this much till after paymentBusiness Response
Date: 09/25/2024
Greetings,
I'd be more than happy to help! Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at [email protected]. I look forward to hearing back from you!
Kindly,
Melanie Planelles
Business Response
Date: 09/26/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a voucher of $169.44 has been issued to you via email. To make use of your credit (voucher), you can do it through our website, https://www.hotelplanner.com/, or directly by calling our customer service lines at 1-866-684-9824 or 1-800-760-7718
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookingsKindly,
Melanie Planelles
Business Response
Date: 10/01/2024
Date Sent: 9/26/2024 2:07:03 PMGreetings,
Thank you for your patience! I am pleased to inform you that a voucher of $169.44 has been issued to you via email. To make use of your credit (voucher), you can do it through our website, https://www.hotelplanner.com/, or directly by calling our customer service lines at 1-866-684-9824 or 1-800-760-7718
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookingsKindly,
Melanie Planelles
Customer Answer
Date: 10/16/2024
Refund has been received. Thanks for your responseCustomer Answer
Date: 10/16/2024
Better Business Bureau:
Refund has been received. Thanks for your response
Sincerely,
Patrick OconnorInitial Complaint
Date:09/18/2024
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 Sept 11th I was looking at official website Comfort Suites, I found a room at $148 a night. I had a question so I called the phone number indicated at the top of the page. It was answered and I said this this the hotel? *** indicated they ***resent all of Gatlinburg bookings. *** said she **uld book, *** indicated it would be $208.99 per night. I said the site indicates it is $148 (diff $60.99 per night). *** followed by saying the site is not up to date, doesn't always send **nfirmation and there was only 1 room available. I booked (shame on me for not doing more due diligence). Went back to site info unchanged, found hotel direct #, called, indicated this is a booking ** and they had it reserved for $562.52 (diff $245.02 since they charged $807.54. I called back and the only thing they **uld was send it to support team for review. Have not heard back, which I don't understand since I sent them all info required. I called again and requested to talk to supervisor, well you have to make app't. I did and they were suppose to call 9/17 between 4-5 cst., this did not happen. **************** if not one of their attributes. Every time I have called it is some sort of accuse, time delay or you will receive in two business days. This is very **nvoluted and I wish I never would have given the go head. Plus to cancel they would charge me one night ($208.99) so they ensure it makes no sense to cancel. I am senior citizen on fixed in**me so every $ is important. Since they re**rd they should be able to listen to all my **nversations with ***s.Business Response
Date: 09/23/2024
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: 09/24/2024
Complaint: 22302294
I am rejecting this response because:
Sincerely,
****** ********Customer Answer
Date: 09/24/2024
I understand the company is still working on but this has been going on since 9/11 and our vacation is coming up soon w/o resolution. Logically I don't understand delay since company was supplied all information. I am concerned that the link I sent that indicated the original price was $148 by the time of review it could be escalated and they will use that price for any adjustments.
Thank you for responding and hope to see resolution soon.
Business Response
Date: 09/26/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 09/26/2024
Complaint: 22302294
I am rejecting this response because:
Sincerely,
****** ********Customer Answer
Date: 09/26/2024
I originally explained that I did not want my reservation cancelled just an adjustment. Yesterday you took it upon yourself to cancelled my reservation, which in turn I quickly booked directly with hotel. Since you have taken upon yourself, I am looking for a "COMPLETE" refund of $807.54. The way you operate is very sly and misleading. I don't accept your settlement you sent to BBB! Please adjust credit to $807.54 as soon as possible.
Unsatisfied
Customer Answer
Date: 09/26/2024
Complaint: 22302294I originally explained that I did not want my reservation cancelled just an adjustment. Yesterday you took it upon yourself to cancelled my reservation, which in turn I quickly booked directly with hotel. Since you have taken upon yourself, I am looking for a "COMPLETE" refund of $807.54. The way you operate is very sly and misleading. I don't accept your settlement you sent to BBB! Please adjust credit to $807.54 as soon as possible.
Unsatisfied
Sincerely,
****** ********Business Response
Date: 09/30/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********Customer Answer
Date: 09/30/2024
Complaint: 22302294
I am rejecting this response because: Please see correspondence from 9/26. I did not cancel, you cancelled me therefore, I should not be penalized. You can listen to all my recordings indicating I did not wish to cancel but required adjustment. You pushed my hand by cancelling therefore I had no alternative but make reservation through hotel so not to loose my hotel and our vacation plans. You owe me a total of $807.54 total because the amount you are crediting me is for cancellation policy. This is unacceptable! Please stop playing these games, that would be appreciated but most of all respected.
Sincerely,
****** ********Business Response
Date: 10/01/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 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: 10/03/2024
Complaint: 22302294
I am rejecting this response because: this is unacceptable please read previous correspondence. Full refund is expected. Please review your recordings and the support emails. I mentioned I did not want to cancel I wanted an adjustment but you forced my hand and canceled on me, therefore I want to complete refund.
Sincerely,
****** ********Customer Answer
Date: 10/12/2024
On 10/3 I responded I did not accept and 10 days from my response should have been 10/12 or 10/13 but it was closed on 1/3 by BBB. This company charged me ******, they reimbursed ****** and they still owe me ****** due to bad business practice.
Appreciate your help in this matter and thank you.
Business Response
Date: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 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: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 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,
******* *********No Further Refund Will ** Issued!
Business Response
Date: 10/17/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 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,
******* *********No Further Refund Will ** Issued!
Customer Answer
Date: 10/18/2024
That is unacceptable, I understood you had a cancellation policy but numerous emails to support (9/15) and phone calls, I indicated I did not wish to cancel but adjust to price. You sent email on 9/24 that "YOU" cancelled my reservation, NOT ME! So, what due diligence standards are held by your company? You charged be ******, you credited me ****** therefore you still owe me ******. There is no focus on customer satisfaction or working with your clients.Customer Answer
Date: 10/18/2024
Complaint: 22302294
I am rejecting this response because:
Sincerely,
****** ********Business Response
Date: 10/22/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $538.36 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: 10/23/2024
Complaint: 22302294
I am rejecting this response because: The refund you indicated was already sent. I am confused that you are not specifically reading the details I have submitted. Once again after numerous times, I will explain again. You charged me ******, you credited me ****** and you still owe ******. ************ cancelled me therefore you cancellation policy for me is void, since I did not and did not attend to cancel. Please take the time to review details and specifics of this case because I have detailed. Now it is becoming repetitive to try and add confusion. Appreciate you addressing this matter for ****** still owed.
Sincerely,
****** ********Business Response
Date: 10/25/2024
Greetings,
Thank you for your patience! I am pleased to inform you that an additional $269.18 has been refunded for a total full refund of $807.54 , 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: 10/28/2024
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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