Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

The 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:09/11/2024

  Type:Service or Repair Issues
  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.

  Booked a reservation and they claimed to be the actual hotel so we booked from them, for 8/9-8/11 and said we were pulling up for a total of $843.65. When we went into the hotel he said that was almost double what their room cost was and that hotel planner was a third party which we didnt even know was their name at the time. The hotel happily spoke with hotel planner and asked them to return our money. Hotel ****** stated they were issuing the refund on 8/9. I waited 15 business days before contacting hotel planner again and they stated they arent sure why it wasnt processed and would escalate this to a ticket. I contacted them multiple times in between requesting a call back because they dont have the option to be transferred to a manager/supervisor/escalation ***resentative. I have never received a call back, Ive responded to the email from the ticket for the escalation and no one has responded. It has now been 32 days and I still do not have my refund. I called today again where the *** stated its being being reviewed with no one calling me back. I will never recommend this company and will continue to post poor reviews until my money is in my bank account.

  

  Business Response

  Date: 09/19/2024

  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,

  ******* *********
  Brand Ambassador
  ************************************
  
  

  

  Business Response

  Date: 09/26/2024

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $757.34 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/01/2024

  Date Sent: 9/26/2024 1:27:08 AM
  

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $757.34 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* *********
  

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  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 9th I was trying to find a hotel that didn&#**;t charge pet deposits. In my searching I found a number for hotel planner and called it. I spoke with someone to find a hotel that fit my needs and they said yes. They offered suburban studios to book with and I went ahead and went with it. I gave them the debit card and they were able to set it up and i got a confirmation. When i got to the location, they said they only had one room left and it was a single for 70 dollars. I took it and they charged me the 70 and was under the impression I was going to get my ****** for the over the phone charge, to which they said it would come back to me. I called the hotel after not seeing it come to me and they didn&#**;t even know who H3230**3733**323233**H is. I called hotelplanner to follow up on services support and told them about the situation. I asked for my refund and he hung up on me. I called back and they hung up again. I have called them multiple times trying to get help, I have emailed multiple times and getting different emails back. They agreed to a verbal refund and they told me it would be in my account within 10 business days. I still have not gotten this money and they tell me it is being processed but it clearly is not.

  

  Business Response

  Date: 09/19/2024

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $129.78 has been issued back onto the card you 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 

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room 8/22 through what I thought was the hotel website. it was hotelplanner.com instead, and there was a cancellation coverage charge through Protect which i did not need since the hotel booking allowed for cancellations,I cancelled this coverage immediately and after a few emails was refunded the amount.. i was misled into thinking i booked the hotel directly and discovered hotelplanner.com rate was higher than going through the actual hotel. I cancelled on August 22nd I have spent several hours trying to get my $280.74 dollar refund. Each time I am told that the ticket would be put in and it would take 2-10 business days to receve my refund. Yes, they actually start the refund date over again. Be careful which site you go to when booking hotel reservations and take some friendly advice. Stay away from Hotelplanner,com

  

  Business Response

  Date: 09/19/2024

  Hello ****, 

  I have some exciting news to share! I am pleased to inform you that a full refund of $304.60 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: 10/02/2024

   
  Complaint: 22270092
  
  I am rejecting this response because:The time that was spent trying to get my refund back was totally unnecessary  Hotelplanner is a scam third party (cant even call it a business). The website is set up so that you think you are booking direct from the hotel only yo find out when you receive the confirmation, that you have been assessed cancellation insurance charges that were not agreed on and that their prices are higher than actually booking through the hotel.  It took me almost a month of calling and getting CSR that read you a script on why you have to wait to get your money back, and eventually going through BBB to finally get my refund. I will never use this company again and will be more aware of their underhanded website fraudulent activity. Buyer beware. Stay away from hotel ***********

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  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 8/29 we booked a room at ****** home2suites for the night of 8/31. When we recieved the email they made the reservation for 8/29 to 9/1. We called them and the individual we spoke with was fixing the dates but right before we finalized everything we were disconnected. He never called back and we could never get back a hold of anyone. We kept emailing and requesting a call back. When we arrived to hotel 8/31 we were told they did not hold a room for us and that we needed to call who we booked thru to get a refund as they were not charged. I called them and couldn't get a hold of them so again emailed and requested a call back. We had to go pay for a hotel room at another hotel. On 9/3 I called and spoke with lady she called hotel and hotel confirmed they did not hold room and there were no charges and she told me I would get a refund within 2 to 7 days. I haven't revuved anything. I spoke with someone again on 9/9 they said refund is in process and we would get an email within 24 hours showing that. We have not recieved an email or refund. Everything I call they just say be patient it's being processed but I see reviews as this is something they do to people quite often

  

  Business Response

  Date: 09/19/2024

  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: 09/27/2024

  Greetings ***, 

  Thank you for your patience! I am pleased to inform you that a full refund of $750.32 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/01/2024

  Greetings ***, 

  Thank you for your patience! I am pleased to inform you that a full refund of $750.32 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* *********
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22269987
  
  I am rejecting this response because: While I appreaciate them finally responding and addressing the issue the full amount charged was $814.10 not $750.32. I have attached a copy of the charges that were deducted from our bank account.
  
  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,

  ******* *********

  
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22269987
  
  I am rejecting this response because: I have not disputed this except for calling the hotel planner. I have never heard of you being locked out of your own account. I have only filed a complaint with BBB
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/03/2024

  Greetings ***, 

  Upon taking a deeper look we see that your reservation was disputed on 9/28/24, once we receive an image of the letter showing the disputed has been closed it will allow us to move forward! 

  This is what needs to be included in the dispute closed letter and emailed to ***********************************
  
  1.       MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
  2.       MUST state cardholder dropped or withdrew the dispute
  3.       MUST include the following info, which must match the charge info:
          Cardholder name
          Last four digits of the card
          Amount of dispute
  
  Thank you for your patience through this process. 

  Kindly, 

  ******* Planelles 
  
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22269987
  
  I am rejecting this response because: Im not sure if someone from BBB reads these responses but this is the exact same response they gave last time in which I responded. The only thing they left out was they were blocked out of their system for so long in order to access my information. But the response I gave to the last response which was basically the same is their was no complaint done with the bank. The fact we only have recieved a partial refund since filing complaint thru BBB is a stall tactic to pay the small difference that is left owed to us. We were refunded $750.32 when this complaint was done with BBB and the total should have been $814.10. I have already submitted the amount that came out of our bank account. The only complaints that have been filed are thru the hotel planner and BBB. Hotel planner knew of this issue in AUGUST and here we are in October still trying to resolve. The reviews online are they do this to people and several who also stated they have been waiting for months to get a refund. We were provided no service by hotel planner and should have had our money by now. Its sad I had to wait as long as I did for Th 4750 and now waiting for the difference when people are already short money this day in age and hotel planner wants to play the games their playing...how to companies like this stay in business?!?!??!
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/07/2024

  Greetings ***,
  
  Reservation #H9185392 was refunded for the full amount of the reservation except the refund protection plan. We would be more than happy to make a request for the refund protection plan to be refunded, bringing you to a full refund of $814.10, but we are not able to move forward until the dispute is closed. I have attached an image showing the dispute on the reservation along with the date it was made!
  
  Please share the letter showing the dispute has been closed to ******************************************************************!

  Kindly,

  ******* Planelles 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22269987
  
  I am rejecting this response because: The complaint shouldnt be closed until it is refunded in full
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/15/2024

  Greetings ***, 

  Please be advised we have lost the dispute and it was closed in favor of the credit card company, meaning the refund has come through your *********** Attached is an image showing we have lost the dispute, please contact your ********** if they have not issued the refund

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  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 made a reservation on 8/12/24 through Hotel Planners when he was connected automatically by calling ************** in *********, **. He pushed the button for the reservation line. He was connected and made a reservation for Nov 27, 2024 and checking out on Nov 29, 2024. I had a gift card for the Skamania Lodge for $500 and I wanted to use it. I called ************** to apply it to the reservation and was told this was not possible. So I made a new reservation with ************** for the same days and proceeded to cancel the original reservation with Hotel Planners. Hotel Planners informed me that they would refund the reservation but keep the money ($312.16) for one night per their policy. This policy was not explained to my husband at the time of the reservation. In fact he was told by ****** that a full refund would be issued if we needed to cancel up to one week prior to Nov 27, 2024. We called Skamania Loge and they could not help us due to Hotel Planners being a "third party". I called back to ************** on 8/27/24 and talked with *****. She assured me that she would issue a ticket to management to see what she could do about getting the additional $312.16 refunded. She said we would get an email confirming this. No email came. I called again on 9/3/24 and spoke with *****. He said he could see another refund of the $312.16 in question was posted on 8/22/24 but it would take 10 more business days to see the money. So I waited until today 9/10/24. Still no refund. I called again and spoke with ***. He said the ticket was never sent to his management team but that he submitted one as we spoke and I held the line. He came back online and said the managers all left 15 min prior to my call so they would send us an email with a confirmation that the additional $312.16 would be refunded. Still no money and no email.

  

  Business Response

  Date: 09/19/2024

  Hi ****,

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly,

  *********************************

  
  

  Customer Answer

  Date: 09/20/2024

   
  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:09/10/2024

  Type:Product Issues
  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 went on ****** trying to find the closest *********** next to a restaurant I was attending a college reunion at in *************. I put in the address of the restaurant and it came up with the *********** on *************************** and quoted $263 a night which I thought was high but my roommate from college would be splitting it with me so I took it for two nights. I thought I was booking through *********** but it was hotel planner and they then charged my ****** $945.05 charging $263 PER PERSON for the two nights . I realized this immediately and called the number listed on the reservation to cancel this reservation and was told it was cancelled and I would get a refund minus the reservation insurance. I then called *********** to make a reservation for half the price for July 29 and 30th. When I got to the hotel on the 29th both reservations were still in place. I cancelled the one made through hotel planner and tried to enjoy my reunion. Since then I have called about ten times and for 5 times I have been told a ticket for the refund has been sent through and I should get an email saying the refund was being sent to ******. Nothing has been in all this time. Please help me!

  

  Business Response

  Date: 09/19/2024

  Hello Emily,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  Melanie Planelles
  Brand Ambassador
  [email protected]
  

  

  Business Response

  Date: 09/27/2024

  Greetings Emily, 

  Thank you for your patience! I am pleased to inform you that a full refund of $945.05 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at [email protected]!

  Kindly, 

  Melanie Planelles

  

  Business Response

  Date: 10/01/2024

  Greetings Emily, 

  Thank you for your patience! I am pleased to inform you that a full refund of $945.05 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at [email protected]!

  Kindly, 

  Melanie Planelles

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22268176, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Emily Colbert

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  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.

  Reservation for ************* ******* ******* in ***) was made on this site with the impression it was directly with the hotel. When I contacted them to change dates, I was told I could not without cancelling the reservation and making a new one. It became apparent that this was a third party intercept with excessive fees and cancellation penalties. I asked to speak to a supervisor about how to get a FULL refund for this fraudulent booking and was informed I would need to cancel the entire reservation and rebook. I specifically did NOT give them authority to cancel the booking until I could speak to a supervisor about a FULL refund. This was to be "escalated" and I would be called back. Within minutes of ending the call, a cancellation had been performed triggering a partial refund only. I was unable to speak to anyone upon calling back.

  

  Business Response

  Date: 09/19/2024

  Good Evening ******,

  I come bearing happy news! I am pleased to inform you that a full refund of $4,532.75 has been issued back onto the card that was 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 via email at ******************************************************************!

  Kindly, 

  ******* *********

  Customer Answer

  Date: 10/02/2024

   
  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:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally called the direct number for Embassy Suites in **************** **. For some reason we were connected to a third party hotel planner who made the reservation. Originally the check in dates were from June 18 to June 22 2024 . However, my wife has stage 4 cancer and we departed on June 20. On August 7, 2024 we finally got credit in the amount of $464.51. The manager at the actual hotel gave permission to hotel planner for the second night in the same amount. However we never received it back to the card. The itinerary number is H8666365 and the confirmation number is ********. The managers number at the hotel is ************. His name is *** *******.

  

  Business Response

  Date: 09/19/2024

  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: 09/26/2024

   
  Complaint: 22263133
  
  Please see below the General Manager *** *******, approved two nights.  You can see his reply below.  
  

  Sent from my iPhone

  
  

  On Sep 26, 2024, at 9:47 AM, *** ******* <**********************************************************************************> wrote:
  
  

  I as the general manager approved 2 nights.

  Thank you,

  *** ******* General Manager Embassy Suites by *********************** **************************************************** *********************************************************************************************************************************************************************************** Direct: **************

  <image001.jpg>

  From: Support <***********************************>
  Sent: Thursday, September 26, 2024 9:45 AM
  To: ****** S <****************************************************************************************>
  Cc: *** ******* <**********************************************************************************>
  Subject: [Lodging Support] Re: [SPAM-LOW] Re: My second refund

  CAUTION: This is an external email and the sender may not be who they claim it is. Do not click links or open attachments unless you recognize the sender and know the content is safe.

  ##- Please type your reply above this line -##

  Your request (*******) has been updated. To add additional comments, reply to this email.

  <image002.jpg> ****** ****** (CON) (Lodging Support) Sep 26, 2024, 9:44 AM EDT Good day ******, This response is related to your Itinerary H8666365. Please be informed that we've coordinated with the hotel for your refund concern. ************ ***************** approved 1 night. Thank you. Best regards, ******* B Travel Reservations Support

  <image002.jpg>

  ****** S Sep 25, 2024, 9:32 AM EDT As you can clearly you have the Managers email and phone number in the body of this email. I would like my second night refund as promised in the amount of $464.51. Ian your Hotel should not be affiliated with this company. They said you never answered them which we know is not true. They gave me the wrong email. They have representatives off shore. I was noticing but nice with Hotel Planner . Sent from my iPhone > On Sep 23, 2024, at 4:18 PM, ****** S <****************************************************************************************> wrote: > > Thank you ***. I know you approved it. Its Hotel Planner that keeps giving me the run around. I will keep you posted. > > Sincerely, > > ***** ********* > Sent from my iPhone > >> On Sep 23, 2024, at 3:21 PM, *** ******* <**********************************************************************************> wrote: >> >> Please note again this is approved from the Hotel >> >> >> *** ******* >> General Manager >> Embassy Suites by *********************** >> **************************************************** >> ********************************************************************************** >> Direct: ************** >> >> >> -----Original Message----- >> From: ****** S <****************************************************************************************> >> Sent: Monday, September 23, 2024 3:17 PM >> To: ********************************************************************************************************* >> Cc: ************, **************** <**********************************************************************************************>; *** ******* <**********************************************************************************> >> Subject: My second refund >> >> CAUTION: This is an external email and the sender may not be who they claim it is. Do not click links or open attachments unless you recognize the sender and know the content is safe. >> >> >> >> Can you please tell me where my second night refund is? The manager at the actual hotel approved it. I only got one night refund back to the card I used on August 7, 2024. I am still waiting for the second night. The itinerary number is H8666365. The confirmation number pertaining to the hotel is ********. The hotel was ************** in ****************. The original check in dates were from June 18 to June 22. However, due to an Emergency illness pertaining to stage 4 cancer we left on June 20, 2024 at 9:00 am. I have opened a claim with the Better Business Bureau until this can be resolved. >> >> ***** *********

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 09/26/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the manager confirmed a refund for only one night was approved, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, please feel free to reach out to me personally at ****************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 09/30/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the manager confirmed a refund for only one night was approved, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22263133
  
  I am rejecting this response because:
  the General Manager approved two nights.  His name is *** ******* and his number is **************.
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/03/2024

  Greetings,

  Thank you for your patience! Please be advised our team has contacted the hotel and the front desk let them know that they don't have a ** named *** ******* and explained to our team that ***************** approved a refund for 1 night, a refund of $464.51 has been issued back onto your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. 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

   
  Complaint: 22263133
  
  I am rejecting this response because:
  this is in accurate.  I dont know how to attach so I emailed the necessary information.
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/07/2024

  Greetings ******,
  
  Thank you for your patience! I am pleased to inform you that a refund of the second night has been issued for a total refund of $856.24, 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 back out!

  Kindly, 

  ******* *********

  Customer Answer

  Date: 10/09/2024

   
  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:09/09/2024

  Type:Product Issues
  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 two rooms at the **************** through hotelplanner.com on September 4th for a stay the night of September 29th. I also purchased the Refund Protection Plan for $31.19. 10 minutes after I booked the reservation I realized it was for the wrong day and called the hotel to cancel for a refund. The hotel then said that they could not refund on their end but that hotel *********** could refund for me. I then called hotel planner and they said they were escalating and a refund would be made to my card. That never happened and then they said they would not refund me even though I bough the refund protection to prevent against this exact reason. Once I learned they would not honor a refund, I wanted to reinstate my booking and I would use the reservation. The **************** then told me that they would honor my reservation being reinstated but that hotel planner needed to do it on their end. After learning this confirmation from the hotel, I called hotel planner AGAIN. They were no help and told me that they couldnt reinstate the reservation. reinstate my booking, or uncancel. After multiple escalations to hotel planner they neither reinstated my reservation NOR refunded me even though I paid EXTRA for refund protection. This company is actively misleading customers. The hotel told me that this 3rd party site is notoriously difficult to deal with and their customers run into these issues all the time. I deserve to be refunded the full amount that I paid for this booking after being misled.

  

  Business Response

  Date: 09/19/2024

  Hi *********,

  I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to send the itinerary number to me personally via email, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

  ******* Planelles 

  
  

  Customer Answer

  Date: 09/19/2024

  Please find the requested information here.

  Itinerary #: H9231840

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22262966

  
  : H9231840
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 09/30/2024

  Hello,

  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. Our team is working hard to have the penalty for your reservation waived, please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you have any further questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!

  Kindly,

  ******* *********

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  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 am relieved to see that I am not the only person scammed by Hotel Planner. I booked a reservation thinking I was booking directly with the hotel from my home town. The operator told me that I would pay at the time of check in and that my credit card was to hold. I booked the reservation and received a text confirmation. A few days later I noticed two charges on my credit card, one for $2136.40 and one for $19.87. Both noted that they were for a stay on 6/28/2024, but my reservation was for October 2024. I immediately called my credit card company and reported the charge. Hotel Planner took it upon themselves to cancel my hotel reservation when they received the dispute from my credit card company, and they kept all of my money. So far the credit card company is siding with Hotel Planner, which is absolutely disgusting. This is not over and I will continue to fight. I am terribly disappointed with ******** after years of business and never filed a dispute. Consumers be aware! ************* is a scam. Also, the actual hotel told me that companies like ************* can bypass the hotel's number when a consumer does a ****** search. Be very aware that you are not talking to the hotel, and when you call they do not tell you they are with Hotel Planner, they say they are with the hotel. Complete disregard for ethical values!????

  

  Business Response

  Date: 09/10/2024

  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