Complaints

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

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• 

  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:10/02/2025

  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.

  On October 1, 2025 I looked up ******** FairfieldTX and called *************** which I thought was the actual ********************** in ********* especially since it was a 903 area code. .explained I was part of a group block for a family reunion.. I was charged $461.42 USD for 1 night for 2 rooms. Which is way beyond what the hotel wouldve charged under the group rate for the family reunion. I tried to look up my reservation with Wyndham it wasnt found. After backtracking I found hotel planner made the reservation. Went to their website to cancel and so I could book with ******** and theres a no refund policy that wasnt told to me and refund protection that was not offered but says I declined. I was also signed up for something global services thats free for 3 months then it auto charges you. I did not agree to this and had I not found the site to cancel I would have been charged for that as well. I couldnt find anywhere on the website to tell me how much global services was going to charge after the 3 months

  

  Business Response

  Date: 10/02/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23963697
  
  I am rejecting this response because: the response is not detailed. It does not say what they are working on if it is a refund I would like to know if its full request and when to expect refund 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/07/2025

  Greetings *****,
  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $461.42 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ******************************
  
  
  Kind regards,
  
  **** *******

  Customer Answer

  Date: 10/08/2025

   
  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:10/02/2025

  Type:Order 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.

  Order #H12803621 Conf # ********* Microtel ************ by ******* ******** / ****************************************************** While trying to make a reservation at the ********************* by Wyndham site and not knowingly was re-directed to the Hotel planner webpage. The phone numbers listed are designed to mislead users into thinking they are calling the hotel but are not. I made the reservation online which had added on charges premium fees and adds cancellation charges that were not approved. Less than 24 hrs. Later I finally did get a Hotel employee to call me back after i left a compliant about the pricing $630.54 It was over $200.00 more from when I stayed there a month ago. He stated his rate through the hotel would be under $400.00 and no restrictions booking directly through the hotel. Tried calling the number provided by the webpage and was only given the opportunity to go through an automated system. I also tried to cancel through the automated system and was informed that cancelations were not allowed even though I was charged over $60.00 for a cancellation protection fee I wanted this complaint to be on the record due to the deceptive advertising practices of this company and their hesitation to disclose that they are a third party to customers who think they are talking directly to a hotel or official hotel reservation line.

  

  Business Response

  Date: 10/02/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23963345
  
  I am rejecting this response because: I have not heard anything back from the company after they said they would look into my complaint
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/15/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $142.19 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 23963345
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/20/2025

  About closing complaint. I had answered earlier. But guess you can't fight city hall

  Customer Answer

  Date: 10/31/2025

   
  Complaint: ********
  
  Case ******** My initial claim with Hotel Planner was resolved with a refund of $142.19, While staying at the hotel my wife experienced Poor customer service, poor ********************** and dirty rooms. The hotel chain offered my wife $189 and change for the inconvenience. The refund then pending on my Discover card never posted. Hotel stated they put the refund through and ******* would issues refund, ******* stated that Hotel Planner was issued the refund from the hotel and that Hotel planner would need to refund me the $189.00 to my Discover card. Multi attempts to get a live person to talk to at ************* were unsuccessful.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/31/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $142.19 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. Please 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* *********

  Customer Answer

  Date: 10/31/2025

  I did receive the refund for refund of $142.19 due to Hotel Planners error. The second complain was issues due to poor customer service at the ***** itself which we were promised by the Hotel a refund for our stay of $189.00.  The hotel and Expedia stated MY refund for the ***** complain was sent to Hotel Planner instead of my Discover card. My compliant with Hotel Planner is being unable to contact anyone with these concerns. Please read the entire compliant sent to open the 2nd case.

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 23963345
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/31/2025

  It was not pain, suffering, time lost from work, it is for POOR Business practices

• Initial Complaint

  Date:10/02/2025

  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.

  9/26/2025 - 9/28/2025 I am not sure how this company is in business. We called the number to book, agent said we had to pay extra to be able to change our room as we told them we were in for a soccer tourney and did not know if we would need a Friday night room. They said with the extra payment we could modify the reservation. We were also told they book us a refundable room, which they did not. We have had the run around for almost 2 weeks and each *** tells us a different lie. I asked if they recorded the calls which they responded yes. I asked for all the recordings in which they responded yes and they would create a ticket. We have asked for managers and they say they will call us back within two hours...they never call. They told us to contact them back after checking out, and they would reimburse us for the night we did not use...another lie...Don't waste your time with this place to book. They are fraudulent...

  

  Business Response

  Date: 10/02/2025

  Greetings *****,

  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a refund of $146.43 for the unused night has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.

   

  Kind regards,

  
  **** *******
  
  

  Customer Answer

  Date: 10/16/2025

   
  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:10/02/2025

  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.

  See below

  Customer Answer

  Date: 10/02/2025

  They texted me this morning and said they were refunding the total amount. We will see if that happens.

  Thank you for your help.

  

  Business Response

  Date: 10/02/2025

  Greetings, 

  Thank you for reaching out! I am pleased to inform you that a full refund of $474.10 has been issued for reservation #H12922225 along with a full refund of $401.91 for reservation #H12922224,please allow 2-10 business days for the refunds to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/03/2025

  ****** still not off credit card to

• Initial Complaint

  Date:10/01/2025

  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 made a reservation for the ************* under the impression I was contacting the hotel directly as this site was the first result when looking up the hotel. There was mention of a cancellation fee when making the booking. I called back to confirm rates and a medical discount as no confirmation email was sent. The AI assistant canceled the booking with no mention of fees. At this time we got a hold of a person and were told of the cancelation fees They could not reverse the cancellation or do anything to help correct the situation. The supervisor was equally unhelpful. They kept reffering to an escalations department that does not have a phone number, and to wait possibly days for them to contact me. Throughout the process the amounts discussed were in CAD, but the cancellation email shows American dollars. The supervisor at the call center would not share any information or contact for this other department that could fix ******** number contacted was ************ Complaint filed: ****************, but looking up the phone number directs to Hotel Planner The reservation can be found on this website as well. under the Itin # H12878679

  

  Business Response

  Date: 10/01/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,

  ******* Planelles 

  

  Business Response

  Date: 10/08/2025

  Greetings Adele,

  Thank you for your patience! After listening to the call, we confirmed that the agent correctly mentioned the cancellation policy (Cancel after 09/25/2025 19:00 **************** TIME: $503.52) which was agreed to and proceeded with the booking. We did reach out to the property and request a courtesy cancellation, but we were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to issue a refund is at the hotel's discretion. If you have any further questions or concerns, feel free to reach put to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/09/2025

  Greetings Adele,

  Thank you for your patience! After listening to the call, we confirmed that the agent correctly mentioned the cancellation policy (Cancel after 09/25/2025 19:00 ************** TIME: $503.52) which was agreed to and proceeded with the booking. We did reach out to the property and request a courtesy cancellation, but we were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to issue a refund is at the hotel's discretion. If you have any further questions or concerns, feel free to reach put to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/13/2025

   
  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:09/30/2025

  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 intended to make a reservation at a ************ for my sons wedding and believed I was speaking directly with the Hilton reservations line. However, I later learned that I had been misled into booking through a third-party site.When I first inquired, I noticed that online room rates appeared significantly lower than the prices I was being quoted. The representatives I spoke with repeatedly told me that the online prices were not always accurate because the Hilton site did not continually update. They also emphasized that the room block for the wedding was nearly full and that rates were higher due to taxes and fees.I was further pressured when I was told:Another large event was in town, leaving limited availability.Only two rooms were left due to another family reunion block.I would not find a better rate elsewhere and needed to book immediately.Unfortunately, I was convinced to secure a reservation for April 2228, 2026. Afterward, when I spoke with an actual Hilton reservations representative, I was informed that:My booking had been made through a third-party company, not Hilton.I had been overcharged approximately $50 per night.Contrary to what I was told, the room block had ample availability.The email confirmation I received stated that the reservation could be canceled. However, when I attempted to cancel, I faced multiple obstacles:I made at least two phone calls and sent two emails. Each time, I was told the issue was high priority but no one could help me directly.Eventually, I was able to cancel, but I was charged a $191.34 cancellation fee.This entire experience was misleading, frustrating, and predatory. I was misinformed, pressured into booking, overcharged, and then penalized for canceling. I believe I was completely taken advantage of and lied to throughout this process.

  

  Business Response

  Date: 10/01/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/02/2025

  Good morning

  This company has a job which is understandable.and acceptable  However the way business was conducted was not understandable and acceptable. Can can you please tell me when I can expect a response for my request?  

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23956065
  
  

  Good morning

  This company has a job which is understandable.and acceptable  However the way business was conducted was not understandable and acceptable. Can can you please tell me when I can expect a response for my request?  

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

  

  Business Response

  Date: 10/02/2025

  Greetings *******,

   Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $1,148.06 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************. 

  
  Kind regards,

  **** *******
  

  
  

  Customer Answer

  Date: 10/08/2025

   
  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:09/30/2025

  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 9/25/25 we booked 4 rooms for the check in date of 10/3/25 and checkout of 10/4/25 at the super 8 in ************** for a total of $522.24 we called on9/30/25 to cancel these rooms because our event got cancelled and was told there was an error and they would review it,we are well within our 24 hour cancellation policy and have yet to get any answers or any refund,we thought we were directly booking thru the hotel but that was very misleading as well,we even cancelled well within 72 hours let alone the 24 hour policy and no answers given as to why we cant be issued a refund,this is totally unacceptable and very poor business,

  

  Business Response

  Date: 10/01/2025

  Greetings ****,

  
  Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $522.24 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ********************************************************. 
  

  We would greatly appreciate it if you took the time to rescore this review. 

  
  Kind regards,

  
  **** *******
  

  
  

• Initial Complaint

  Date:09/27/2025

  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 booked a 4 night stay at the **************** from December 26th - December 30th. I was booking a room for my son's basketball tournament. I thought I was booking directly through Hilton. The woman I was speaking with lied several times on the phone. I told her I was wanting to book a room under a block of rooms for my sons high school basketball team. She said she had the last room in the room block (lie). I was told by my son's coach that the room would cost $178 a night including tax. She told me those rooms were no longer available and the price was $250ish a night plus tax. I booked the room thinking it was the last room. On the call, I asked twice if I could cancel the room with a full refund. She said yes (lies). I got the confirmation email minutes later and it said that there was a one night charge if canceled before December 4th. I got very concerned at this point that fraud was going on. I went online again and realized that I had booked through a 3rd party site. I called ****** and they said they had many rooms still for the $178 including tax in our room block. This woman from Hotelplanner.com lied to me several times. She lied saying she had the room block, she lied saying that was the best price, and she lied saying we could fully cancel before December 4th. This is not right. I called back to speak with a manager and I was hung up on. I called back again and the man I spoke to said there was nothing he could do. I said I would be disputing a claim with our credit card company and he mockingly told me - 'well isn't that a great idea. I would never have thought of that.' This was fraud and we need to be fully refunded the $1363.63.

  

  Business Response

  Date: 09/29/2025

  Good Morning, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 09/30/2025

  Hello ********, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,363.63 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, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/01/2025

  Hello ********, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,363.63 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, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/27/2025

  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.

  We made a hotel reservation online for 2 rooms for 1 night, Monday 9/29/2025, at ******************** in ******, **. We thought that we were dealing directly with the hotel, but we apparently were going through hotel ***********. The website initially told us there were no rooms available for that date and recommended we call a provided # to inquire further. We called the # and the woman told us she could make the reservation for $571. We've stayed here previously and never paid more than $150/night. She said rooms were VERY scarce for that date. We told her we could stay with family or friends but would make reservation just in case IF we could cancel. She assured us we could "cancel at anytime" if we made other arrangements. We made the reservation and immediately received a confirmation email and a cancellation plan that required us to file a cause for cancellation in writing. Acceptable causes were medical or weather emergencies and they required documentation such a copy of a medical record. Our credit card had already had a pending charge from help.lodging, CA ***. We called the hotel to cancel but they said the reservation was made through *******. We called Expedia and they did not have record of our confirmation #. We honestly didn't know who we had made the reservation through. This all seemed nefarious and we feared we had been scammed. We called our credit card company and filed a disputes charge.This entire experience was full of misrepresentation and fraud. Once we discovered the 3rd party was hotel ***********, we sent them an email DEMANDING a reply with an apology and full refund. I have spent at least 6 hours on this!

  

  Business Response

  Date: 09/29/2025

  Good Morning, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23941909
  
  I am rejecting this response because:
  It is my position that ***************** was misleading at best and fraudulent at worst based on these facts:

  1.) When I first accessed their website I was under the impression that I was on the hotel's (*********************, **) website.

  2.) When on their website, they told me there were NO double queen rooms available for that date at that hotel. I subsequently discovered from the hotel staff that there were MANY such rooms available.

  3.) The website recommended i call a provided # to assist in getting a reservation. I called that # and again, the ***resentative les me to believe I was speaking to hotel staff. They quoted me an OUTRAGEOUS daily rate for a Monday non-holiday. I informed the *** that I have family who live in town, but, IF I **********, I would make reservation until alternative arrangements could be made. She assured me at least twice that I could cancel "at any time if I'm able to make other arrangements". The conversation was on speakerphone and my wife heard the same thing. As the *** was making our reservation, she claimed the rooms were being reserved "out from under us". I do NOT believe that was the case and it was a.pressure tactic. 

  3.) Immediately after the reservation confirmation arrived by email we received a cancellation policy via email that required proof of approved reasons for cancellation such as ER visit documentation. 

  4.) When I called the hotel to cancel the reservation they told us they cannot give us a refund because the reservation was made through *******. We went on ******* and they didn't have any records of our reservation. At that point we didn't know who we had made our reservation through.

  Believing we were dealing with a fraudulent website, we called our credit card company and filed a contested charge.

  I have asked them for a full refund, an apology for all the hours I've spent on this, and to document changes to their processes to improve transparency.

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

  

  Business Response

  Date: 10/01/2025

  Greetings, 

  Thank you for reaching out! 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 since the reservation was fully utilized. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. 

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/26/2025

  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 to cancel my reservation (255-13426823) due to a medical emergency but was given a partial refund voucher instead. Upon requesting a full refund to my original credit card, I was then told that a partial (2 night of 3) refund would be processed. I am requesting a full refund of the charge ($1,352.64 USD) to my credit card given the severity of the situation. After multiple attempts to contact hotelplanner, I have not been able to get a call through to the customer service line. Could you please process this request?

  

  Business Response

  Date: 09/26/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 09/30/2025

  Greetings *****, 

  I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 10/01/2025

  Greetings *****, 

  I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 23939173
  
  I am rejecting this response because: Thank you for your response. When I initially called to cancel this reservation, I was told that a cancellation would be processed. There was no mentioned from the representative of this being nonrefundable. When I received an email notice confirming the cancellation, it stated that I was being issued a voucher rather than a refund. I pushed back on that and now received this partial refund. ************** website outlines free cancellations on their terms and conditions for this property. I am requesting a full refund.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/01/2025

  Greetings *****, 

  I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23939173
  
  I am rejecting this response because: Thank you for your response. When I initially called to cancel this reservation, I was told that a cancellation would be processed. There was no mentioned from the representative of this being nonrefundable. When I received an email notice confirming the cancellation, it stated that I was being issued a voucher rather than a refund. I pushed back on that and now received this partial refund. ************** website outlines free cancellations on their terms and conditions for this property. I am requesting a full refund.
  
  Sincerely,
  
  ***** *******