Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

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

Customer Complaints Summary

1,163 total complaints in the last 3 years.
651 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/09/2024
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.
Transaction date was August 11/24. I rented a hotel room in ****** Ont through HotelPlanner.com. When I clicked on make payment I didnt see that it had gone through so I pressed payment again. It did now show that it had accidentally went through twice for the same room and amount of $329.02. I immediately called to tell them what had happened and the woman stated that she seen my mistake. She went on to say I would see a refund between 7-10 business days. I have not received anything as of yet. Every time I send an email asking about my reply is always this ticket was submitted on behalf of the customer and my refund is being processed and can take up to 10 days before I see it. Well I am still getting the run around and I now believe I am getting ripped off.
Business Response
Date: 09/19/2024
Greetings *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $242.66 USD has been issued onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/09/2024
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.
I had a reservation with Itinerary number H8615714. It seems somehow two reservations were made. So I canceled this on in time to receive my refund of $2419. I have been trying to get this refund since June 22nd. They admit they owe me the money but have yet to give me the refund. I have never been allowed to speak to a supervisor. I'm always told someone will call me back and yet to this day I have not received a call back or a refund. Need assistance in having my money returned.
Business Response
Date: 09/19/2024
Hello *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $2,419.32 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
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 called ************ on Aug 14th,2024 to make rsrvs at **************, **********, **. It was deceiving because I thought I was talking directly w/ the front desk. I specifically requested a King ***** w/ balcony on an upper floor w/ city view. At no time when I was making reservations w/ Hotel Reservations did I say anything about a Family ***** w/ city view w/ porthole window. When checking in at front desk we knew there was a huge mistake & the Front desk told us the third party (Hotel Reservations) put in wrong code for Family ***** w/ porthole window instead of King ***** w/ ************** view. I called Hotel Reservations before we did anything & told the Front Desk to not check us in that we needed to get this resolved. I made 4 calls Mon 9/2 starting at 5:00 pm and lasted a total of 1 hr. I had the *** from Hotel Reservations on speaker phone w/ Hotel Front Desk *********** ******). The Hotel Reservations *** said we need to cancel current rsrv since it was wrong & make a new rsrv at Front Desk & pay for it separately. The ********** agreed. I requested a refund from Hotels Reservations, the *** apologized & said he would submit a ticket & allow 3-5 days before it would show up on our c.c. We then paid for new rsrvs from 9/2-9/6 for $538.82 & another charge of $171.54 since we had to move another room our last night. We ended up w/ king bed, balcony, city view but nothing like we requested. The hotel was booked so we could only get room based on availability during our stay. This vacation was a disaster and our c.c. has been charged a total $1,547.16 by Hotel Reservations that was wrong & not what we requested. The new rsrvs totaled $538.82 & $171.54 for our stay. The total in charges is $2,257.57 due to the error made by Hotel Reservations when they reserved the wrong room . We did everything we were told by the Hotel Reservations *** & the Front Desk. Im requesting a full refund that we paid Hotel Reservations on 8/14/24 for $1,547.16 back on our c.c.
Business Response
Date: 09/10/2024
Greetings,
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,
******* *********
Initial Complaint
Date:09/08/2024
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.
Made a hotel reservation 7/19/24 along with cancellation policy. Cancelled minutes later because I was misled about the discount.Received partial refund $45.06 (7/24/24)Hotel Planner notified me 8/10/24 by email that remaining refund was being processed and would be received within 10 days. I have not received any refund since.Seeking remaining refund of $530.22
Business Response
Date: 09/19/2024
Greetings *****,
Thank you for your patience! I am please to inform you that a full refund of $575.22 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,
*****************************;
Customer Answer
Date: 09/19/2024

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:09/05/2024
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.
I had to reserve a room at a hotel in ********** two weeks ago. I googled the hotel, clicked on the call button and it took me to hotel planner. They answered and described themselves as the hotel reservation team and at no point did they mention that they were from a 3rd party and not affiliated with ***************. When they charged me ******, they stated it was not refundable. I have been trying to reach the corporate and I have been hung up on numerous times. In fact, if you ask the support team what company they work for, they say they do hotel reservations across the country. After the 10th call, they told me they were from hotel planners and that my request was elevated to higher, for the fifth time. This company misrepresents themselves by not identifying themselves as a 3rd party and overcharging for hotel rooms.
Business Response
Date: 09/10/2024
Good Afternoon,
Thank you for reaching out! 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: 09/23/2024

Complaint: 22247767

I am rejecting this response because:

I tried to reach out via email they sent, to let them know my itinerary number was 111 622 598 48
13 September - 15 September at the ********** downtown marriot.

i spoke to someone over the phone, again, and they said I have been approved to get refunded but money still hasnt been transferred to my account and its been past due since last week. They continue to escalate my ticket.

Sincerely,

***** *****
Business Response
Date: 09/26/2024
Greetings *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund 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: 09/26/2024
Greetings *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:09/05/2024
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.
I made reservations at the Courtyard by ******** in ******* for a four night stay from Aug. 29-Sept. 2, 2024 for three people. I called the Marriott and thought I was making reservations directly with the hotel but instead was forwarded to another line...I had no idea I was making reservations through a third party. Actually when my son checked in the desk said it was through *******. One room with two queen beds were booked as it was for my son, his wife and my 15 year old grand-daughter. It was also a nonrefundable charge if cancelled. As I was looking over the bill, I noticed I was charged for an extra person (there was not) at S15.99 a day and a resort fee of $16.00 (I called the hotel and they do not charge a resort fee). I was charged a total of $2238.99...I called Hotel Planner and said what is going on with this bill. Apparently they refunded me $446.13 at the end of July (which I did not notice until I called them Labor Day weekend. I told them about the overcharge for the extra person fee and resort fee and received $100. I have no idea what the refunds were for and asked several times to send me an itemized list. I also said that there was no reason to have a non-fundable fee if cancelled as I saw no difference in prices for the room (but if we had cancelled would not have gotten our money back). I know I am still owed money. I have have called about the false advertising (I was told by someone at ************* that if Marriott gets busy on too many reservations the calls go directly to *************. I called Marriott and that is not true. I have had so many tickets made with my complaints but nothing has happened. No one has gotten back to me, and I have spent so much time on this reservation.
Customer Answer
Date: 09/06/2024
I neglected to send in the Itinerary number which is H8984370 and the confirmation number: 81179304.
Initially the total was $2238.99 and then was refunded $426 then just yesterday another$100. I have no idea what the refund was for but guessing they upped the taxes and was a refund.
Business Response
Date: 09/10/2024
Good Afternoon ****,
I have some exciting news to share! I am pleased to inform you that a full refund of $777.29 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 09/12/2024

Complaint: 22245620

I am rejecting this response because:

Sincerely,

**** *******
I requested detailed information on what the refund was for...Please send me the information on what the refund entailed as I have no idea.
Business Response
Date: 09/16/2024
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

Business Response
Date: 09/26/2024
Greetings ****,
Thank you for your patience! Attached is an itemized receipt, as requested!
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! Attached is an itemized receipt, as requested!
If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:09/05/2024
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.
I requested and was approved a cancellation on August 19, 2024, and was told that i would receive a refund in 3-10 business days. I have not received my money back. I have contacted the customer service many times and no one has been able to contact me back or solve my issue. This company is a fraud and needs to be looked at.
Business Response
Date: 09/16/2024
Good Evening,
I come bearing happy news! I am pleased to inform you that a full refund of $281.88 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/05/2024
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.
They are a fraudulent company! My husband called to book a hotel, he asked the man on the phone not once but twice if he was directly with the hotel he was booking for, the man stated yes. The only way to book for the hotel was directly with him. He lied twice; he was not directly with the hotel and he was not the only way to book with for that hotel. After the call ended I told my husband that didnt sound correct. I then looked and realized you could call the hotel directly, after calling the hotel they informed us that we could get the room for $107 verse the $230 they charged us. We immediately called to cancel and get a refund on the bases of them giving misinformation the woman stated she would file a ticket for the refund claim. Then I shortly received an email stating we would not get a refund because we didnt purchase the refund coverage ( due to the fact we thought it was the actual hotel we were speaking with) . After calling again a different person filed yet again another claim which went no where, we never received a refund confirmation email. Then today on 9-05-24 I spoke with another woman who said that she would file yet another ticket because it was approved on 8-18-24 for a full refund and we have yet to receive it. We just want our refund, this is completely unacceptable and unethical to do business in this said manner. You can not keep lying to customers and pretending to be the hotel when in fact you are not the actual hotel. This is a third party booking service. You should have to state that to all calling customers. I have placed over 5 phone calls trying to get this matter resolved. That is not counting all the times they have hung up on me once I give them my information. I will not stop until I get a full refund. What they are doing is fraud!
Business Response
Date: 09/16/2024
Greetings,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $230.71 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/04/2024
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 reserved a room at ******************************** on August ******. I found a better deal and canceled my reservation on August *******. I requested a refund and they gave me 1/2 of the $523. they charged me. I have since received the balance. I've called them numerous times and they still don't respond. I live on social security and don't make a lot of money. Please help me with the remaining payment . Thank you very much
Business Response
Date: 09/10/2024
Greetings ****,
Thank you for your feedback! I am happy to inform you that a full refund of $523.18 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: 09/10/2024
Thank you for helping with my bad experience with hotel planner. The day I filed my complaint, my bank had posted that my refund would be posted. It was. Thank you, *******************;
Customer Answer
Date: 09/11/2024

Better Business Bureau:

Thank you for helping with my bad experience with hotel planner. The day I filed my complaint, my bank had posted that my refund would be posted. It was. Thank you, *******************

Sincerely,

*******************
Initial Complaint
Date:09/04/2024
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.
I called to make a reservation at the ********************** on April 10th of 2024 for July 7th 2024 through Saturday July 13th 2024 checking out on Sunday July 14th 2024. I told the representative at ************* that I was with a group that had a block of rooms and a special rate. I told the representative the name of the group that I was with, ************************** as well as the code we were given that associated the group with the special rate; *******. I was charged $1,969.80 to my ********* card for the reservation. I should have been charged $1,328.25 a difference of $641.55. I immediately emailed Hotel Planner to notify them of this discrepancy. The ************ responded on 7/12 stating that they will review and make the correct adjustment if I provide a screenshot of what I should have been charged. I emailed back with the screenshot of what I was charged and a screenshot of what the charge should have been as a member of the *************** **************** On July 16th I also reached out to the Hyatt Place Evansville General Manager; *** ******. I communicated the issue and he provided correspondence that I should be refunded for the difference in what I was charged and what the rate should have been.The next correspondence from Hotel Planner was not until July 30th. In that email Hotel Planner stated they are still reviewing my claim but I have no confidence they are doing anything to make this right.
Business Response
Date: 09/10/2024
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,
******* *********
Brand Ambassador
************************************

Customer Answer
Date: 09/10/2024

Complaint: 22240213

I am rejecting this response because:
This is the same response I have received the past 2 months. I provided all documentation requested by ************* in order for you to act in good faith. Please do the right thing and refund me for what I am due.

Sincerely,

***** ********
Business Response
Date: 09/20/2024
Good Evening ******,
Thank you for allowing us to review this for you! Please be advised I am having a difficult time finding your reservation in our system with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to forward the itinerary number to me personally via email at *********************************** I look forward to hearing back from you!
Kindly,
******* Planelles
Customer Answer
Date: 09/22/2024
Itinerary #:
H8269935
Customer Answer
Date: 09/24/2024

Complaint: 22240213

Itinerary #:
H8269935

Sincerely,

***** ********
Business Response
Date: 09/26/2024
Good Evening ******,
Thank you for allowing us to review this for you! Please be advised I am having a difficult time finding your reservation in our system with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to forward the itinerary number to me personally via email at ******************************************************************. I look forward to hearing back from you!
Kindly,
******* Planelles
Customer Answer
Date: 09/26/2024

Complaint: 22240213

My itinerary # was:
H8269935

Sincerely,

***** ********
Business Response
Date: 09/26/2024
Good Afternoon ******,
Thank you for your patience! I am pleased to inform you that as a gesture of goodwill we will honor your request and issue a refund of $498.68 , 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: 09/27/2024
Good Afternoon ******,
Thank you for your patience! I am pleased to inform you that as a gesture of goodwill we will honor your request and issue a refund of $498.68 , 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,
******* *********

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