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.

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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:08/30/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My reservation was cancelled by the Holiday Inn *********, Hotel Planner EMAILED ME ON THE 12TH OF AUGUST SAYING i WOULD RECEIVE AN REFUND IN 2 TO 10 Days. Today is August 30th, I have not received my refund. I have emails from Hotel planner telling me the refund is approved.
Business Response
Date: 09/03/2024
Good Afternoon,
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: 09/03/2024

Complaint: 22220822

I am rejecting this response because:
On 8/12/24 I was told my refund was approved and would receive it in 2 -10 days.
No refund came, I called again on the 23rd, the said they had to resubmit for the refund, but it would take another 2 -10 days. I called again on 9/2/24 and was told it again was resubmitted and I would have to wait another 2 -10 days.
Now I get their response to you, and it looks like the same responses they are giving me.
I believe I am being scammed.

Sincerely,

*********************
Business Response
Date: 09/04/2024
Good Evening ****,
Thank you for your patience! I am pleased to inform you that a refund of $246.86 has been issued back ono 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 reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 09/05/2024

Complaint: 22220822

I am rejecting this response because:the amount I was charged was ******. I want the full refund after being inconvenienced this whole time having to wait over 23 days

Sincerely,

*********************
Business Response
Date: 09/10/2024
Good Evening ****,
Thank you for giving us the opportunity to review this for you! Please be advised that your refund was issued on 9/5, if in ********************************************************************************** Please feel free to reach out to me personally my email is **************************************************!
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:08/30/2024
Type:Sales and Advertising 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.
The hotel I stayed with in July 2024 provided a $250 refund as there was an issue with the room. This refund was immediately transferred to ************* by the hotel I stayed at, however, after 6 weeks and upward of 8 calls Hotel Planner is not releasing my money (and I fact tried to cancel the transfer). This is THEFT and unacceptable. The hotel has also called ************* to try to arrange the refund but with no success. This company should not be allowed to do business.
Business Response
Date: 09/03/2024
Good Evening ****,
I am happy to inform you that a partial refund of $250 has been issued back onto your card on 9/3/2024, please allow 2-10 business days for this 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: 09/03/2024
Good Evening ****,
I am happy to inform you that a partial refund of $250 has been issued back onto your card on 9/3/2024, please allow 2-10 business days for this 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: 09/04/2024

Complaint: 22220032

I am rejecting this response because:
a) you have failed to provide the provide any compensation and have merely returned 'my money' to me after some 7 weeks and in circumstances where you had no legal basis to withhold it;
b) I request HotelPlanner refund the amount of the reservation in light of their ongoing breaches and unethical conduct.

Sincerely,

*********************
Business Response
Date: 09/10/2024
Good Evening ****,
Thank you for reaching back out. I am happy to inform you that a partial refund of $250 has been issued back onto your card on 9/3/2024, please allow 2-10 business days for this refund to be visible to you. Please be advised since the hotel only approved a $250.00 refund, we aren't able to issue a refund greater than $250.00. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Initial Complaint
Date:08/30/2024
Type:Customer Service 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 initially received a voucher from this company when they cancelled my reservation without authorization from my end, and then refused to reinstate the booking or provide me a refund. This took over a month to resolve with the customer service team, who tried to avoid following up, hoping that I would give up and they could keep the profits.Then, when trying to apply that same voucher to re-book another hotel, they failed to actually apply it and charged me the full amount; now, I am stuck sitting with a voucher that I have no use for, since I have no other hotels that I need to book. The customer service team makes no effort to resolve the issue, as I was told my complaint would be escalated to management a month ago and have heard no communications since.Hotel reservation #: H8948298 Total amount charged: $213.76 CAD Voucher #: **************** Amount: $196.49 CAD
Business Response
Date: 09/03/2024
Good Afternoon,
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: 09/03/2024

Complaint: 22218823

I am rejecting this response because: no actual actions have been taken to resolve the issue as of yet; the response only states that they will address the issue.

Sincerely,

*****************************************
Business Response
Date: 09/09/2024
Greetings *****,
Thank you for giving us the opportunity to review this for you! I am happy to inform you that a full refund of $213.76 CAD was issued back onto your card, please allow 2-10 business days for the refund to be visible to you. 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:08/29/2024
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 19, 2024 my wife called to make a reservation for a wedding that we were attending. A block of rooms were reserved for wedding guests. When she spoke with the hotel representative he was very vague and difficult to understand (poor English) finding the block of rooms and giving us the wedding rate. My wife booked the reservation for September 14th for one night. This past week we were notified by the bride's mother, that we were not booked in the block of rooms at the hotel reserved for the wedding guests at the discounted rate. I called the number on the reservation and was told that we would have to contact the hotel directly. When I did, I was told that they had our reservation, but that it was booked by a third party, (that I now know was HotelPlanner) and that we were not given the wedding rate of $125.00. We paid $257.98. When I contacted HotelPlanner for an explanation and to cancel, I was informed that there was a 30% cancellation fee. This was never told to my wife when she made the reservation. I had no luck making them understand their misleading information about not being the actual hotel, the block of rooms reserved and the wedding rate. I have asked to speak with a supervisor with no response. I have emailed their customer service and received a canned response that my refund was being processed. They did not answer any of my questions that I asked. This company's practice of hiding who they are is very misleading. They pretended to be the hotel where the wedding guests were staying at. A resolution to my complaint would be a complete and full refund of $257.98. Thank you for your assistance with this matter
Business Response
Date: 09/03/2024
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,
******* *********
Customer Answer
Date: 09/03/2024

Complaint: 22216499

I am rejecting this response because: They have requested additional information because they could not find my reservation. I have provided them with the information requested via email. I await their further response and resolution to this matter.

Sincerely,

******* *********
Business Response
Date: 09/10/2024
Greetings *******,
I have received your email along with the itinerary number you provided! We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 09/10/2024
Guest and I working on their reservation via email
Customer Answer
Date: 09/10/2024

Complaint: 22216499

I am rejecting this response because: I am still waiting for a full refund on this cancelled reservation.

Sincerely,

******* *********
Business Response
Date: 09/11/2024
Guest and I working on their reservation via email
Customer Answer
Date: 09/11/2024

Complaint: 22216499

I am rejecting this response because:

Sincerely,

******* *********
Customer Answer
Date: 09/11/2024
In my 9-11-24 response i inadvertently hit the enter key before I typed my response.

Hotel planner stated that they a communicating with me through email. That is not true. I sent them an email on August 29, 2024 and have never heard back from them via email. Nothing has been resolved. I am still requesting a full refund. Thank you for your understanding.
Customer Answer
Date: 09/16/2024
I am writing to you to keep you updated. On 9-15-2024 HotelPlanner texted my wife "Hi ****** *********, here is a copy of your receipt for your stay at *********** Aurora **************** an ********** with a link to the receipt. I immediately responded that this reservation was cancelled on August 29, 2024 and again requested a full refund. I received a "canned" response offering a voucher to be used within 120 days. I repeated my request for a full refund. No response. This morning, 9-16-2024 I called HotelPlanner and spoke with ***** in ********, ************** I repeated all of the events to her and was told that she would send it "to Management".

Thank you,
**** *********
Business Response
Date: 09/24/2024
Greetings *******,
Thank you for your patience! Since this is a rare case, I have escalate this to my supervisors and they are working hard to find a resolution to your inquiry. If you have any questions or concerns in the meantime, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
******************************************************************
Customer Answer
Date: 09/25/2024

Complaint: 22216499

I am rejecting this response because: They offered no resolution and are escalating it up to supervisors.

Sincerely,

******* *********
Business Response
Date: 09/30/2024
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: 09/30/2024

Complaint: 22216499

I am rejecting this response because: I gave ************ over three weeks to resolve this case before I contacted my credit card company. ************ at first could not find the reservation. I gave the information requested. Shortly after that it was escalated to a supervisor because this is a rare case. Now you say that you can not review this case because I contacted my credit card company after giving you over three weeks to resolve. Now you want me to contact my credit card company and remove my dispute???? Why would I want to do that??? You had all the information you needed to resolve this matter and you delayed forcing me to contact my credit card company. FIGURE IT OUT!!!

Sincerely,

******* *********
Initial Complaint
Date:08/29/2024
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 made a reservation through this company on 6/14/2024 for a room at the ******************** on 6/26/2024 check out on 6/27/2024. There was a severe thunderstorm in the area and the hotel had no power. I had to cancel online due to no phone service. I have contacted them multiple times about a refund with no results. The last request was made on 8/8/2024. I attached that email correspondence.
Business Response
Date: 09/03/2024
Good Afternoon,
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.
Kindy,
*********************************
**************************************************

Business Response
Date: 09/03/2024
Good Afternoon,
I have exciting news to share! I am happy to inform you that a full refund of $168.98 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,
*********************************
Business Response
Date: 09/06/2024
Good Afternoon,
I have exciting news to share! I am happy to inform you that a full refund of $168.98 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,
*********************************
Business Response
Date: 09/11/2024
Good Afternoon,
I have exciting news to share! I am happy to inform you that a full refund of $168.98 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: 09/11/2024
It took me reporting them to get my refund. Prior to this complaint I had contacted this business multiple times about my refund. They would always reply with the same response but never refunded my money. I feel like this company is sketchy to say the least. I have been given the run around for over 3 months, once I reported them they finally sent my refund. I was sent the same notification this time as was sent multiple other times with no results. Im not one to give up when I have been wronged but unfortunately there are many not as persistent. How many others have never received their refund. Sad to think we let companies get away with such things.
Customer Answer
Date: 09/12/2024

Better Business Bureau:

It took me reporting them to get my refund. Prior to this complaint I had contacted this business multiple times about my refund. They would always reply with the same response but never refunded my money. I feel like this company is sketchy to say the least. I have been given the run around for over 3 months, once I reported them they finally sent my refund. I was sent the same notification this time as was sent multiple other times with no results. Im not one to give up when I have been wronged but unfortunately there are many not as persistent. How many others have never received their refund. Sad to think we let companies get away with such things.

Sincerely,

*************************
Initial Complaint
Date:08/28/2024
Type:Customer Service 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.
this is about hotel *********** , I cancelled a reservation with them on July 29, 2024, the hotel we used the person on the phone said we could park our car there for a week while on vacation. At check in time the hotel stated that room we reserved through hotel planner did not have that added in. I cancelled the reservation (I paid extra to have that ability) and have been getting the run around about my refund. Each time I call they (hotel planner) keep pushing the date back. the last time we spoke on Monday the 26th, they said that the 10 day window will be up and I will have my refund by the 29th. Today I received an email stating my 10 day window STARTS on the 29th. it's going on a month and no refund. And to make matters worse, the hotel that night was 25 dollars per room cheaper than hotel planner. NEVER use this business.
Business Response
Date: 09/03/2024
Good Afternoon,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding.
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************

Business Response
Date: 09/04/2024
Hello,
Thank you for your patience! I am pleased to inform you that a full refund of $543.21 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: 09/06/2024
Hello,
Thank you for your patience! I am pleased to inform you that a full refund of $543.21 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:08/28/2024
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 am ******************** in the Navy. During the time period of August 3rd 2024- August 20th 2024 i was traveling on orders to *****************. I was directed to book a hotel room in the vicinity of *************. i contacted Holiday Inn Express Pensacola Downtown to book one room for the nights listed above. I was told to book online. Once online i went to IHG website to book and was redirected to Hotelplanner.com. I booked the rate of $180.56 USD with Tax and recovery Fees of $108.81. Once booking was confirmed and reservation was given to my administration clerk. I was told i cannot book through third party and the room is not government rated, i must cancel. Speaking with the hotelplanner via phone and email (********************) they were very agreeable and understanding and promised a full refund and my ticket was being elevated to their "escalations team". This occurred on July 29th 2024. On July 31st i received an email from '************************* (ICC) (Lodging Support) via ********************. Stating "your refund is being processed. it can take up to 10 business days for the credit to appear in your bank statement". After ******************************************** my account and i called once again. To have an identical conversation with a different ****** I was told they are "escalating" my ticket that i am approved and i will have to wait an additional 10 business days. Today is now Aug 28th 2024. I just spoke with hotel planner on the phone with a representative named ******* with Hotel Planner in *************** Fl. She was understanding but once again gave me the same speech. "Escalating Ticket". I am now 4 weeks and 19 business days into this process with this company. I have called a total of 8 times and have been told the same thing every time. They have also stated they are a third party in conjunction with 'Expedia'. Total Pending Refund: $4,919.77 Refund approval date : Jul 31 2024 Date of Report: Aug 28 2024 POC Phone **************
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: 09/03/2024

Complaint: 22210801

I am rejecting this response because:
as the attached document above shows an email between myself, **************************** and HotelPlanner.com. A representative ************************* states that I am approved for my refund on 31Jul24. Today is now 03SEP24, and the companies response is we are working on your reservation.
my reservation is cancelled, the voucher has been rejected, and the refund was approved. There is nothing more to work on aside from paying me, ***************************.

Sincerely,

*************************
Business Response
Date: 09/04/2024
Hello *****,
Thank you for patience! I am happy to inform you that a full refund of $4,919.77 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,
*****************************;
Business Response
Date: 09/05/2024
Hello *****,
Thank you for patience! I am happy to inform you that a full refund of $4,919.77 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:08/28/2024
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 used Hotel Planner to book a room in ********* ****** in April of 2024. I paid $1,449.78 to 2 rooms for 3 nights. Once we arrived at the hotel, no rooms were booked for us. I tried to reach out to the booking company and they have acknowledged that they owe me a refund. The check in date was July 30, 2024 and they told me I would have a refund within 10 business day. I have called numerous times and still have not been refunded the money.
Business Response
Date: 09/03/2024
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,
******* *********
Initial Complaint
Date:08/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked online a hotel room for 2 nights at a *********** in *******, ****. I assumed I was booking directly with the hotel. Following instructions, I was led through the payment process, but it was not until I paid using my credit card that I see a charge of over $100 added to my bill. I IMMEADEATLY tried to cancel the reservation as that was not the amount quoted before I hit the payment button!I have received correspondence that the reservation was cancelled, but I have yet to receive any refund. Later, I received an email from Bookonline.com's PROTECHT stating I must answer what kept me from attending reservation which I filled out and returned (refund request number: clm_FxwH4F6m). I received an email from PROTECHT again stating I needed a doctor's documentation of my illness. ARE YOU KIDDING ME????? I cancelled immediately my reservation because I became sick from being scammed with the additional price above what was advertised! I want a total refund of $679.67 to my AMEX card. I have supplied AMEX all documentation from Bookonline and Protecht as I am disputing this charge.
Business Response
Date: 09/03/2024
Good Afternoon,
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: 09/04/2024
This letter is the requested information from the business I am disputing. I have sent an email of this letter to the business as requested.
Customer Answer
Date: 09/04/2024
Copy of email sent to ********************************* of Hotel Planner
Customer Answer
Date: 09/04/2024

Complaint: 22209740

This letter is the requested information from the business I am disputing. I have sent an email of this letter to the business as requested.

Sincerely,

***************************
Business Response
Date: 09/09/2024
Greetings,
I am beyond happy to help! I see that you have left a reply but I am not seeing the message that was sent. Please reach out to me personally at ********************************** and please forward any documentation to me personally as well. I look forward to hearing back from you!
Kindly,
*****************************;
Initial Complaint
Date:08/27/2024
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 was looking for 6 hotel rooms in ******** ******* for July 2025 and called a 307 area code number that I thought was **************. The individual I spoke to, *****, said they only had 2 rooms available. I asked her if I booked the rooms and needed to cancel, would I get my money back, and she said I would. Several times in our conversation, I made it very clear that I would probably need to cancel the reservation if I found a hotel with 6 rooms or the other couples traveling didn't want to spend that much, and she was very clear that with their Protection Plan, I could cancel for any reason and get 100% of my money back. I even asked if I would get the cost of the protection plan back, and she stated yes. Within 8 hours, I cancelled the reservation because I found a hotel with 6 rooms. I only received 75% of my money back. The total was $4980.06, and I received $3442.44 back to my credit card. I then filed a claim with their Protection Plan for the other $1537.62, and they denied it because I didn't have a covered reason. I truly feel I was scammed out of $1500. Their representative either, 1) Lied to me on the phone, or 2) Didn't know what she was talking about and was misinformed. Either way, it doesn't speak well for their company. This is a horrible business! I spent all day yesterday trying to find someone to talk to, and when I finally did speak to someone, he stated they will listen to the phone call when I made the reservation, but I haven't seen or heard anything or received any updates.
Customer Answer
Date: 08/27/2024
At 3:14 on August 20th, I called ************ and spoke to someone who stated her name was *****. If they have a recording of that call, it will clearly show that their representative told me I would receive 100% of my money if I needed to cancel for any reason.
Business Response
Date: 08/29/2024
Good Afternoon *****,
I come bearing happy news! I am pleased to inform you that a partial refund of $1,147.48 has been issue back onto your card, please allow 2-10 business days for the refund to be visible to you. Since you were previously refunded $3,442.44, you received a total refund of $4,589.92. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 08/30/2024

Better Business Bureau:

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

Sincerely,

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

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