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:09/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a travel to ********* using the HotelPlanner platform. I requested an early check-in, and they cancelled my reservation, due to an employee mistake. considering this, I did another reservation, and when I arrived in the hotel they did not find the reservation. Cosnidering this, I had to book a hotel 3x expensive nearby, and spent more than 100Cads in international calls from ****** to ****** trying to solve this.
Business Response
Date: 09/23/2024
Greetings *****,
I'd love 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,
******* Planelles
Customer Answer
Date: 09/25/2024
Complaint: 22298629
I am rejecting this response because there was no solution proposed
Sincerely,
***** *****Business Response
Date: 09/26/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $34.70 for reservation #H9108667. Could you please provide me with a receipt for the new reservation you had to book, please feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
******************************************************************
Initial Complaint
Date:09/17/2024
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.
Had to cancel a schedule reservation and rebook and was given a voucher for the total amount when trying to use the voucher number given wasn't any good and could not complete reservation. Call them and requested a valid number waited 24 hrs and still nothing. Called and was told would take ********* hrs wait until next day and still no voucher number! Now been six day and have not received anything from them.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 ack from you!
Kindly,
******* Planelles
Business Response
Date: 09/30/2024
Hello,
Thank you for your patience! Please be advised the voucher is not working because he already used it on 05/17 to book reservation #H8471309. 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
Hello,
Thank you for your patience! Please be advised the voucher is not working because he already used it on 05/17 to book reservation #H8471309. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 10/02/2024
Yes, but there should have been a new voucher issued because when I used the pervious one they lied and could not give me what was requested! A new voucher should have been issued and was not. After contacting them numerous times I told them I was contacting you and my credit car company. After waiting 7 days they finally provided a new voucher! but only after threatening did they provide one!Customer Answer
Date: 10/02/2024
Better Business Bureau:
Yes, but there should have been a new voucher issued because when I used the pervious one they lied and could not give me what was requested! A new voucher should have been issued and was not. After contacting them numerous times I told them I was contacting you and my credit car company. After waiting 7 days they finally provided a new voucher! but only after threatening did they provide one!
Sincerely,
****** *******Initial Complaint
Date:09/14/2024
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.
Hello to whom it may concern. I had a reservation with MARRIOTT RESIDENCE ******** ****** 8/7/2024 thru 8/9/2024. I checked in at approximately 5:30 pm and went had dinner came back took a shower and got ready for bed. Only to get in bed and find a SPIDER CRAWLING IN BED WITH ME. I turned the lights on and went in the bathroom and there were BUGS IN THERE. I went to the front desk and checked out at approximately *****. I called for a refund and was told that I could only get a PARTIAL REFUND. I TOLD THE PERSON THAT WAS UNEXCEPTABLE. So I reached back out to the hotel manager and when I spoke with him he told me had I made my RESERVATION thru MARRIOTT I would have gotten a full REFUND. HE also told me that HOTEL PLANNER GAVE HIM THE OPTION BETWEEN PARTIAL AND FULL REFUND. I have spoken with HOTEL PLANNER at least 7 times and keep hearing my CASE HAS BEEN ESCALATED AND HAVEN'T RECEIVED A REFUND YET. THAT WAS OVER A MONTH AGO. PLEASE ?? HELP.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,
******* *********
******************************************************************Business Response
Date: 09/30/2024
Good Evening *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $378.07 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/01/2024
Date Sent: 9/30/2024 12:32:22 AMGood Evening *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $378.07 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:09/14/2024
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 tried to book a Hotel room directly with the Hampton inn I95 in *****************Somehow I got connected with what I thought was the hotel. But its a 3rd Party. HOTEL PLANNER .COM I have since finally got ahold of the actual hotel and they told me they cant change or cancel my reservation.Because of the 3rd party situation.They are charging me $566.24 for 2 nights in Oct ***** the hotel direct quoted me a price of $ ****** less but say they cant cancel and rebook the reservation these people are criminals and I demand that you cancel the first reservation and book it direct at the Hotel I spoke to the ** and she says she cant change the first reservation that's just insane! I am retired on a fixed income and need your *************** ********* ******* Dates Oct 25 & 26th Please cancel and rebook at the lower rates $150.00 more for 2 nights at the same hotel is Robbery please asst me I am also a Vietnam veteran please help me. The ** at the hotel seems to think it may be Expedia that is the acting like criminals in this case please call me @ ************ or email me @ *********************Business Response
Date: 09/23/2024
Greetings,
Thank you for giving us the opportunity to review this for you! 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,
******* Planelles
Customer Answer
Date: 09/23/2024
Reservation number requested by the Hotel Planner of course they already have the number just trying to delay delay delay...H9292445Customer Answer
Date: 09/23/2024
H9292446Customer Answer
Date: 09/23/2024
Complaint: 22285750
I am rejecting this response because: they have the Reservation number they are trying to make this go away because they think I will not have the number the number is H9292445
Sincerely,
********* *******Business Response
Date: 09/26/2024
Hello ********,
Thank you for providing your itinerary number! I am pleased to inform you that a full refund of $566.22 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: 09/27/2024
I checked with my ******************* today and I still have not received my refund for the $566.00 from this awful companyCustomer Answer
Date: 10/01/2024
Complaint: 22285750
I checked with my ******************* today and I still have not received my refund for the $566.00 from this awful company
Sincerely,
********* *******Initial Complaint
Date:09/13/2024
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 Hotel Reservation thru this online booking service for ********************, ****, **. Put dates in the online reservation screen, but after hitting save somehow the dates defaulted to that day's date which was wrong. Didn't realize it until a couple of hours after reservation was made. Tried to call hotel that night but no one answered. Called this company the night I made the reservation and they were not able to help - they said to call Hotel. Since dates changed in system and were wrong - no one showed up or checked in at the Hotel for the night that was on the reservation for that first night. Spoke to hotel the next day and they said since no one showed up so they would have to charge a "No Show" for the 1 night, ($88.00). They refunded the difference, ($223.94) back to back to this booking company but the booking company has refused to credit that amount, ($223.94) back to my Credit Card even though the hotel has refunded them. Advice for anyone reading this - DO NOT USE THIS COMPANY to book your reservation, go directly to the Hotel website.Business Response
Date: 09/23/2024
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $311.94 has been issued back onto your card, please allows 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: 10/08/2024
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:09/13/2024
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 room for September ******** and ******* to stay at *****************. They charged me a lot of extra fees I wasn't aware of and did not tell me they had a no cancel policy. I did not see until I received the confirmation of booking. The School of Government canceled the training classes Sept. 12, 2024, due to an emergency for them and I have asked to rebook on a date in October. (October ******** and 23, 2024). They have said I will have to cancel and rebook; they will not give me credit or a voucher or change the dates. They said I will lose the money and will have to pay again. This would make me pay $1299.02 for three-night stays. This is unacceptable. All I am asking is to rebook on different dates. The money is paid. I am not asking for a reimbursement I just want to change the dates of stay without paying double. I have already paid for the stay.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,
******* *********
******************************************************************Business Response
Date: 09/26/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $649.51 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 $649.51 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:09/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 17, 2024 we called what we thought was the **************** in *********************** to make reservations for a three night stay in October of 2024 for a total of $1030.64 We called the number from an online "sponsored" ad , thinking that we were calling the hotel directly. The number ************** shows as a number in **********, ** in the same area as the hotel so we assumed we were calling. Made reservations which we made very clear to agent we wanted to be fully refundable should we have to cancel for any reason to Oct 16, 2024. Agent confirmed cancellation policy and requested payment to confirm. Gave him payment over the phone and email to send Itinerary. When we received itinerary #H9104576 the cancel policy stated one night fee for cancel anytime after confirmed. They also put the total amount of charges on our credit card. When we called to dispute the cancel policy and the deposit charges we were unable to talk to same agent and were told only option would be to cancel. File an escalation of refund. We did finally cancel and request a full refund. Received a refund credit but it was short by $343.55. After making several attempts by phone and being disconnected or put on hold I have no other choice but to file a complaint and let others know on social media about this unfair practice. Will also let hotel that we were interested in that their affiliates are not representing them very honestly.Business Response
Date: 09/20/2024
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]Customer Answer
Date: 09/23/2024
Complaint: 22277038
I am rejecting this response because: The response does not reference anything to do with the complaint. The response just states that they are "working on the reservation". I was filing a complaint and demanding the balance of the refund on a cancelled reservation. Amount due is $343.55. I have provided specific details with itinerary# on my initial complaint. The response was vague and I will continue to pursue this.
Sincerely,
Gregg BrownBusiness Response
Date: 10/01/2024
Greetings,
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 [email protected]!
Kindly,
Melanie PlanellesCustomer Answer
Date: 10/02/2024
Complaint: 22277038
I am rejecting this response because:Still waiting for balance of refund.
Sincerely,
Gregg BrownBusiness Response
Date: 10/07/2024
Hello Gregg,
Thank you for your patience! I am pleased to inform you that a full refund of $1,030.64 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
Initial Complaint
Date:09/11/2024
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 on the phone on July 29th, 2024 at approximately 4 pm. I have been calling the company almost daily since July 30th, when I realized that my credit card was charged $471.62 USD. I am in ****** and the hotel I booked is in ******, I should have been charged $471.62 CAD but was charged $670.39 CAD. Why would the agent that I spoke with to book this reservation charge me in USD? Knowing I was in ****** as he asked for my home address! At no point did the agent advise me that I would be charged in USD. The email confirmation that I received was on July 29th at 3:52 pm MTD. I immediately called when I noticed that I was charged in USD; the same number I called to book the reservation and advised an agent that I was charged in USD but should have been charged CAD. This was on July 30th. That agent assured me that I would be reimbursed the amount in CAD that I was over charged; this was not the case! I received $80.44 USD which is $108.65 CAD on July 31st, I see that the company was quick to try and reimburse me for the over charge but not in the correct amount, I should have received $198.77 CAD still off by $90.12 CAD. This is unacceptable, I called the number again and advised the agent what had happened, on that phone call I decided that I no longer would like to use this company as a service as there are too many errors on there part. I asked the agent to cancel my reservation and have a full refund as this was there mistake. I told the agent that I was aware that I had chosen the nonrefundable policy. However, as this was there error, the agent advised that the total amount would be completely refunded at no cost to me. It has now been over a month and I have not received my refund, after countless calls and explanations to numerous agents, I would appreciate it if the company could refund my money in full, which totals $561.74 CAD at there earliest convenience.Business Response
Date: 09/20/2024
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: 09/30/2024
Greetings *****,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.
Kindly,
******* *********
Initial Complaint
Date:09/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I did not realize that I was booking through a 3rd party and made 2 reservations at the ***************** for 8/29/24 thru 9/2/24 and the other was 8/31/24 to 9/1/24, itinerary numbers H9166956 and H9166956. The second reservation was for my father, ********* *********. I made and paid for that reservation as well. There were some unfortunate issues with the hotel and they did their best to remedy the situation and decided to issue a refund for both reservations. This is a clip of the email from the manager The Expedia refund case numbers for you and your father are ********* and *********, respectively, should you need to refer to them. On the Marriott end, it shows ******* however ******* knows nothing and cannot help me. I have provided ALL of this information to secure2.hotelplanner.com and I just keep getting the runaround. They have now claimed that it has been escalated and I should hear from someone soon. That hasnt happened. I would just like the refund that the sweet folks at the Marriott arranged.Customer Answer
Date: 09/19/2024
Just want to make sure you have all the information I have. Please review the email from Marriott acknowledging the refund as well as the receipts from lodgingBusiness Response
Date: 09/26/2024
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: 09/26/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund has been issued for both of your reservations, 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: 09/27/2024
Complaint: 22274412
I am rejecting this response because:
It appears to be just an automated response. I have called hotel planner a few times a week and every time they tell me they are escalating it and I will get an email. I have not gotten an email and they refuse to let me speak to anyone above them. They are a total scam. They are now sitting on my refund from ********. Not passing it to me. Total theft
Sincerely,
******* ********Business Response
Date: 09/30/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund has been issued for both of your reservations, 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: 09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:09/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was booking hotel online and mistakenly thought I was on the ******** website. My mistake to use the first link that popped up in search results. After receiving email confirmation, I realized the company was not who I thought so I called their number immediately to cancel. Not trusting the automated phone line saying it was canceled, a few days later, I called the actual hotel (********************, **) to confirm cancellation. Yes, it was accurately canceled. The hotel associate helped look up a number for Hotelplanner *************). The hotel *** also said many other people have experienced this problem. Ive spoken to two ***s at Hotelplanner who claim Im owed a full refund but Ive only been credited $246.03 of the $533.90 (still owed $287.87). ************ seems like a scam, or at least trying to scam customers who unknowingly go to their site when intending to be on the actual hotel site.Business Response
Date: 09/20/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
************************************Customer Answer
Date: 09/21/2024
Complaint: 22273820
I am rejecting this response because:
Sincerely,
***** ****Business Response
Date: 09/26/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $533.90 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 *******.*********@HotelPlanner!
Kindly,
******* Planelles
Customer Answer
Date: 09/26/2024
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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