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.
652 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/04/2024
Type:Service or Repair 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 cancelled my reservation over 30 plus days before check in on Oct 4, 2024. This company only erfunded half of what I paid because they charged me for a night stay plus tax. This is not what was told to me by the agent. After reviewing the reservation, I noticed the cancellation policy which was not relayed to me by the agent. She told me I will receive a full refund if I had to cancel for any reason. This number below is my ticket number. Any more documentation required, please advise.
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.
Best Regards,
******* *********
******************************************************************

Customer Answer
Date: 09/25/2024

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:09/04/2024
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 July 29, 2024, I googled ************************** and was taken to a landing page with information about the hotel and a booking interface. I had previously called the hotel for a stay last year and had been told that there's a 10% discount if you call in and reserve a room that way. So I looked at the phone number on that landing page which was ********** and called them. The recorded message said: "Thank you for calling reservations." When I reached a human, I asked for "******************." The person on the other end said: "Hi yes, Ocean Crest. This is Ebony." I told her I wanted to book a room with them and asked her about the 10% call-in discount and she said: "yeah, there's a different process now. You pay the full amount right now and then when you check in with us, you can ask for the money back which will be credited back to you when you check out." So I went ahead and completed the reservation. I was charged $772.56 for 2 nights in August and received an email confirmation from "******************." I'm happy to share screenshots of everything.When I reached the resort, however, and asked for the discount, I discovered that the person I had spoken with was not employed with Ocean Crest! They did not even know this third-party person. The Resort further informed me that they were only charging $493.84 for the same room and I got a receipt from them showing this amount. They further informed me that they knew someone was defrauding people in this manner but could not help me beyond sharing a receipt showing the real price of the room.I never wanted to deal with HotelPlanner. This name was never mentioned even once in the phone conversation or in email. My reservation confirmation email came from ************************** and the contents of the email were addressed by "******************." This is fraud. I am looking for a refund of $279.72 -- the extra I was charged. The itinerary number from fake Ocean Crest (aka HotelPlanner) is H8973879.
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
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.
8/26/24 i made a reservation for 2 rooms in ********** s.d. and 2 rooms in ************** ia. for 8/23/24 and 824/24 they charged me for 2 nights in *********** i taked to a agent he canceled the reservation for 2 rooms 2 nights in ***** and made one for one night in *********** the motel insioux falls billed me ****** ihave called hotel planer several time the said in would be taken care of but has not at this time i need to get this taken care of asap ***** ***** i paid ******* for 2 rooms one night the room in ************* was fine no problem
Business Response
Date: 09/10/2024
Greetings *****,
Thank you for taking the time to reach out! I am pleased to inform you that a refund of $998.30 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: 09/10/2024

Complaint: 22237696

I am rejecting this response because:they billed me 1083.16$

Sincerely,

***** *****
Business Response
Date: 09/16/2024
Hello,
Thank you for your patience! I am pleased to inform you that a refund of $998.30 for reservation #H8957575 , 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:09/03/2024
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.
They charged me $56.80 for something that I do not know what it was for and they refuse to give me a refund I have sent them every bit of information that they needed and they keep requesting more I sent them my bank information my name and all the info and they keep sending me stuff telling me that's not enough and then they hang up on me they will not talk with me they just automatically hang up when they know it's me I am thoroughly disgusted with this place I have done nothing but try to get my money back and they keep giving me a hard time please please help me
Customer Answer
Date: 09/03/2024
My bank says this is the only information that they need and they can produce the company hotel planner keeps giving me a hard time and every time I request a refund they request something else that I need to give them I have sent everything and every time they keep sending something back refusing to give me the money back it states right on there that the $56.80 was added back into my account cuz there was a dispute against it the dispute was taken off and added back into my account so now the
y need to refund me the 5680 that they owe me they only give me a hard time whenever I try to do something they hang up on me
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,
*********************************
Customer Answer
Date: 09/10/2024

Complaint: 22234176

I am rejecting this response because:
II have given this place all the documents that they needed if you look at the document it shows that the money was added into my account so now all they have to do is refund me my money which they are giving me a hard time and I sent them everything they needed
Sincerely,

*******************************
Customer Answer
Date: 09/10/2024
Pg 3 look at resolution the amount was charged to my account and now they need to refund me it back it's plain and simple and black and white under resolution
Business Response
Date: 09/10/2024
Greetings ********,
Thank you for your response! Upon taking a deeper look into the information provided, I see that the dispute close letter was not provided. Please provide me with the documentation showing that the dispute has been closed and Id be more than happy to escalate your reservation!

This is what needs to be included in the dispute closed letter:

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
Kindly,
*****************************;
Customer Answer
Date: 09/10/2024

Complaint: 22234176

I am rejecting this response because:
II have given them everything that they have needed from the bank and they are still refusing
Sincerely,

*******************************
Initial Complaint
Date:09/03/2024
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 room using the Voucher #****** and I have attached the confirmation showing the room was booked using the voucher. My card was charged $127.17 and another charge for $120.00. There should have been no charges since I used my free room voucher. I spoke to a customer service *** before booking the room to make sure that the room was absolutely free and no hidden fees are taxes would be charged to me and stated no charges would be made to me. I want a complete room for $247.17 immediately. This is the 2nd time I have had to get a refund for fraudulent charges on my card, and I will be filling a complaint with the BBB and Texas Attorney General about Hotel Planner fraudulent practices. I expect an immediate response and refund within 72hrs or I fill up with legal action involving an Attorney.
Business Response
Date: 09/03/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding.
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
*********************************
Brand Ambassador
**********************

Customer Answer
Date: 09/04/2024

Complaint: 22232683

I am rejecting this response because:
There is no mention of the timeframe or mention of the refund of $247.17 being refunded.

Sincerely,

***********************
Business Response
Date: 09/10/2024
Greetings,
Thank you for your feedback! Upon escalating this and taking a deeper look, we see that the voucher was already used for the full amount of $224.45 , since it was used we are not able to cancel the voucher and issue a refund instead. 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

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:09/02/2024
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 8/27/24 I needed to book a room at the local Best Western I went online and ******d best western and was shown what I believed to be the official Best Western website. My card was declined ( I guess I didn't enter address correctly) so I decided to call directly. They call simply said reservation center so I didn't think much of it. I booked a room because it was the only place in town and my house had a fire that day, but was shocked by all the fees attached. I was told they were the hotels taxes. When I got to the hotel I was told that I needed an authorization form due to the payment being made with my dad's card. I was never told that as i was booking.Since it was late and would have been a hassle I put the total on my card, which I was then told the amount had been discounted and that total would be honored. I was told that the charge to my dad's card was a hold and not a charge. On 8/29 the original charge posted to my dad's card. When I went to the hotel they said they could only refund the amount they charged me, which was almost 100 dollars less. They said the amount charged to my dad's card was through a third party. I had no idea it wasn't through Best Western and in my ****** history I only typed Best Western and no results say Hotel Planner. I even have the booking number with points in the best western rewards site. Hotel Planner is very deceiving in hiding that you are using a third party site. I'm out 100 bucks that I can't afford.
Business Response
Date: 09/03/2024
Good Evening,
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,
******* *********
Initial Complaint
Date:09/02/2024
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.
This is the reservation H9207947 I was told by two separate agents that if I paid in advance with a credit card, so my son could stay at the hotel that he wouldnt need to produce a credit card upon check-in. That he would only need to show ID. At no time was it ever made known to me that this is a third-party booking system, I called the hotel directly from the website phone number and ended up on this third-party platform, which was never divulged. I got a text today saying that my son would have to produce a credit card for any incidentals. Since he was driving from ******* to ************* and was going to go through *************, he was going to stay at a hotel there. I had to tell him not to cross the border because he didnt have a place to stay and we couldnt risk him crossing the border and then not having accommodations , when I called, I was told they had no record of me calling which is interesting as you had my reservation so you obviously got my phone calls. I let it be known that both agents gave me False information. If somebody makes a booking based on lies and incorrect information, they should be granted a refund. Then I called Days Inn to let them know about the shady practices, but since its a third-party platform, they wont deal with it. They said the reservation hadnt cancelled despite the fact that I was told on the phone it would be cancelled and a report would be made to request a refund, so thats now three separate agents that told me a lie I also mentioned I never received my booking email and I never received the email. They promised regarding the cancellation either.
Business Response
Date: 09/03/2024
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,
Melanie Planelles
[email protected]

Customer Answer
Date: 09/17/2024

Complaint: 22230466

I am rejecting this response because:
I didn’t Really receive an answer other than someone’s looking into it. So I don’t feel like closing the case is the correct option. They have been given the runaround and none of the emails that I was promised that would be sent or sent and nobody has contacted me when I was told I would be contacted by the company regarding a refund.

Sincerely,

Cynthia Reimann
Business Response
Date: 09/26/2024
Good Afternoon Cynthia,
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 Planelles
Business Response
Date: 09/27/2024
Good Afternoon Cynthia,
We appreciate your patience! I am happy to inform you that a full refund of $144.87 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/01/2024

Complaint: 22230466

I am rejecting this response because:

I am afraid if I say I accept it will mean they I don’t want Melanie to follow up with me I do want to hear from the company as I am still extremely disappointed in they deliberate untruths I was told

Sincerely,

Cynthia Reimann
Business Response
Date: 10/01/2024

Good Afternoon Cynthia,
We appreciate your patience! I am happy to inform you that a full refund of $144.87 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at [email protected]!
Kindly,
Melanie Planelles
Business Response
Date: 10/01/2024
Good Afternoon Cynthia,
We appreciate your patience! I am happy to inform you that a full refund of $144.87 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me personally at [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22230466, and find that this resolution is satisfactory to me.

Sincerely,

Cynthia Reimann
Initial Complaint
Date:09/02/2024
Type:Order 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 was referred to your agency by the FL ************************** I recently had a horrible experience when purchasing a room through a booking site. I won't go into full detail here but you can view the statement I submitted to the attorneys general office attached to this email. I am attempting to recover the full amount of my refund.
Business Response
Date: 09/03/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding.
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
*********************************
**************************************************

Customer Answer
Date: 09/04/2024

Complaint: 22228954

I am rejecting this response because: That's the same message they have been giving me for months and there is still no resolution.

Sincerely,

***********************
Business Response
Date: 09/10/2024
Greetings,
Thank you for your response! I am pleased to inform you that a refund of 1 night was approved by the hotel and we have issued a refund of $402.34 on 7/10, if you have not yet received this refund please let us know. 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. 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

Complaint: 22228954

I am rejecting this response because: The reservation was for 2 nights. They only refunded me for 1 night and they didn't not refund the booking fee.

Sincerely,

***********************
Initial Complaint
Date:08/31/2024
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 googled Hampton inn ********** and clicked on this link that was representing itself as the hotel itself.********************************************************************************************************************************************************************************** I booked a room believing it was with the hotel directly. Next I received an email saying I booked $18.65 refund protection plan which I most certainly did not. I quickly cancelled that then started googling and realized this site has TONS of complaints for deceptive practices, price gouging (room more than $100 more than available rates), charging for refund protection without authorization, etc. I want a 100% refund (with no fees withheld) asap or I am going to do everything I can to put this deceptive sleazy company out of business.
Business Response
Date: 09/03/2024
Good Evening,
I have exciting news to share! I am happy to inform you that a full refund of $238.04 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:08/31/2024
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.
On 8-30-24 I went to my computer and attempted to make a hotel reservation at the ******************** ****************** in *****, *****. I googled Holiday Inn Express Dallas Plano North and thought I was on the Holiday Inn website. Evidently I wasn't. The site advertised rooms for $140.00 per night for Friday, October 11th. I was needing two rooms for my wife and my two adult children.When I marked the first room, I put down two occupants. when I marked the second room it didn't allow me to put down the number of occupants in the room.The next thing I know it is wanting my credit card information which I think in hindsight is ******** no time during my booking was I told what my charge was when I finished and clicked 'booked'. It was only about 30 minutes later when I pulled up my email I discovered that I had booked my hotel stay with Hotel Planner and my total fee was $503.90!!! I immediately called their number and reached a lady with broken english who advised she was overseas and could not explain why my rooms that were $140.00 a room for one night were costing me over $500.00. I asked to speak to a supervisor about my charges and particulary why it showed me having 4 people in each room when there was only 4 people total.she advised me a supervisor was not available and she was not sure if I would get a return call.this morning I received another surprise in my email. It looks like I purchased cancellation insurance from this scammer too in the amount $39.48.I just want my money back. Thank you.
Business Response
Date: 09/03/2024
Good Evening,
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,
******* *********
Customer Answer
Date: 09/30/2024
The only thing I received from Holiday Planner via e-mail on August ******* after submitting my room reservation was a very short document showing that my Discover card would be charged $503.95. There as absolutely no breakdown on the charges. How did two rooms at $134.00 per night plus occupancy tax at 13% total $503.95 even adding in the trip insurance? The answer is this, it doesn't. Now here's the big news. The OU-Texas ballgame is set for October 12, in ****** and I just called the Holiday Inn Express, located at ************************************************************************ to confirm my two rooms that Holiday Planner said they had booked for me, but had never given me a confirmation number nor had the hotel given me a confirmation number. Guess what, a single room was never booked in my name. This sounds like fraud to me as I am a retired State of Oklahoma District Attorney Investigator and I believe I know a fraud case when I see it. My plans now are to contact the offices of the Florida Atorney General and share with them the facts of this case.
Business Response
Date: 10/01/2024
Hello ***,
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: 10/16/2024

Complaint: 22223228

I am rejecting this response because:
This matter has been turned over to the ************************ for the filing of criminal charges. You can reach Chief of Police **** **** at ************* for details. If full restitution is not made to me by 11-30-24, I will have the ************************ forward the report to the ************************* requesting a warrant be issued.

Sincerely,

*** *****
Business Response
Date: 10/25/2024
Good Morning,
We appreciate you giving us the opportunity to review this for you! We have thoroughly reviewed your case and processed a refund of $503.90, 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: 10/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****
Customer Answer
Date: 10/26/2024
I thank you for your assistance in this matter. I am sorry that it took me contacting local law enforcement officials and having to threaten the filing of criminal charges to get this business to refund me my money for services that I paid for, but never received. Thanks again for your facilitating this action.
*** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

HotelPlanner.com is BBB Accredited.