Complaints
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.
- 653 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/27/2024
Type: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.
Customer made hotel reservation directly with HotelPlanner.com on 5/6/24. **************** was contacted for reservation change, HotelPlanner.com incorrectly created a new reservation - resulting in (2) reservations and an incremental charge.Customer contacted ********************** 5+ times requesting a refund - they eventually provided a voucher that was not sufficient given another reservation was already made. Incorrect reservation was also booked as non-refundable but told customer it was refundable. Customer then contacted ********************** 5+ more times to discuss credit card refund - each time was told this was processed & submitted for refund. The last email received on 8/12 noted refund was approved & had been processed but would take up to (10) business days to reflect on credit card. Customer contacted ********************** on 8/23 and 8/26 for a refund update, and was told to call back again the following day. While **************** did always answer the phone, they were unable to provide access to a Supervisor, nor provide any resolution other than "it's in process call back later." This resulted in a $755.40 charge on a credit card (not including interest.) Customer did stay at the hotel (utilizing the correct reservation) & this customer service issue with ********************** was not a reflection of the hotel or service onsite at all. It's a reflection of a 3rd party booking site that is taking advantage of customers who will not diligently follow-up on issues like this in the hopes that the customer will give ************************* used their site as a Sponsored Ad using this hotel's key search terms which is why Customer utilized this service, as they thought it was the hotel directly. This has taken weeks of the Customer's time & now monetary concern with no resolution. Customer is ****************************** reservation/confirmation reference is H8405786 - ******************* ICC (Lodging Support) was the last correspondence received. (********************)
Business Response
Date: 09/03/2024
Good Morning,
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: 22204137
I am rejecting this response because: Business confirmed a full refund was approved & would be processed within (10) business days back to original form of payment. This was sent on August 12, and refund has still not been received (see email below for detail.)
Sincerely,
********************************************** ICC (Lodging Support)
Aug 12, 2024, 3:59?PM EDT
Dear ******,
This response is related to your reservation for Itinerary # H8405786.
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
Sincerely,
************Business Response
Date: 09/10/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $744.40 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 feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 09/17/2024
Complaint: 22204137
I am rejecting this response because: full refund has still not been processed (it has been 5 business days.)If I wait until the (10) business days the business noted before I reject, it will be outside of the BBB 10-day window.
I have no trust in this business to refund the money as they continue to say "10-business days" and nothing comes through.
Sincerely,
***************************Initial Complaint
Date:08/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 9, 2024, I called the *************, at *********, ********, **, where a festival i was attending had reserved a block of rooms. The person identified themselves as *************. They told me there was no availability but they had rooms available at nearby properties and suggested the ***********. At no time did this person identify themselves as a third party broker. I booked three nights at the ******* for a total of ******. I was never told that they were charging my credit card at all, much less for all three nights. I though that as usual, the cartd was for holding the reservation until cancellation time. So the third party never told me they were a third party, they did not tell me they were charging my credit card for the entire 3 days as a prepay, and they never said it was non-refundable. I was enroute doing all this on the telephone and did not see confirmation emails. When I learned that ********* did indeed have a block of rooms available for the festival by obtaining the REAL Fairfield desk number from a friend, I immediately called the first number, which was actually not the ************* but a still unknown third party and told them I wanted a refund. The of course said it was nonrefundable and i told them all of the information above. They said they would call the hotel manager and see if there could be a refund and came back on the line to confirm i had a full refund. They sent me an email to this effect. The original reservation confirmation email was at 8:05 am and the confirmation of refund was at 8:48 am on 8/9/2024. The email did not specify an amount to be refunded but the representative on the call said it would be a full refund. To further complicate issues, the confirmation of hotel showed I had purchased Refund Protect from protecht.com in the amount of *****, which was never discussed at all and i was unaware of it until i examined the confirmation email. i tried to file a claim; website is nonfunctional.Business Response
Date: 08/29/2024
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: 09/02/2024
Complaint: 22203630
I am rejecting this response because:it did not address the portion of my complaint where I was sold "Refund Protection" but when i tried to pursue the refund through this benefit, the website provided did not work and resulted in sending me in a loop of hitting "continue" button and then only being provided the option of "restarting complaint" over and over again. It was impossible to file the requestion. In addition, I was never told on the phone that i was purchasing this so-called refund protection. and only noticed it after I had stopped my car and read the confirmation email which included the "refund Protection" as well as stating for the first time I was aware that the reservation was nonrefundable and prepay. Again, I never was told any of this at the time i made the reservation on the phone. Furthermore, regarding the hotel reservation itself, I do not feel it wise to withdraw my complaint with my credit card and will continue to pursue that with submitting all of the information which i previously submitted to BBB. I had never had the opportunity to submit it to my credit card but will do so now.
Sincerely,
*********************Business Response
Date: 09/10/2024
Good Evening,
I see that my message was replied to but I am not seeing the message itself. Please reach out to me personally at ********************************** with any further concerns or with any documentation that might be needed to resolve your case. I look forward to hearing back from you!
Kindly,
*****************************;
Initial Complaint
Date:08/27/2024
Type: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 August 4th, we were driving in ***** and wanted to reserve a room at the *********** in *************, ID. I googled the Inn and got the HotelPlanner.com number to call for a reservation. When I got someone on the line, I specifically asked for a room at the ******* in *************, *****. After giving him my credit card number, he told me the name of the street and the town, but didn't mention that it was in ********. He also told me it was nonrefundable because it was for that night, which I accepted, because I thought my reservation was in *****. When I saw the email confirmation, I immediately called the hotel to cancel, but was told because the reservation was through a third party, I had to call them. So I called them and tried to get a room in the right place, but was told the cost was over $400 in *****, so I told them I would have to cancel it. They said they would do so and sent a confirmation to that effect. Well, 3 weeks, several emails and a phone call later (they said it was up to the hotel's discretion whether or not to refund the money - I called the hotel and they said they don't have my money), I have still not received a refund. That's why I have come to BBB.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 $277.25 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: 09/06/2024
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:08/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation through Lexyl and within 1 hour cancelled it. They said I did not cancel it within the allotted period. I called them and tried to get my confirmation number and they would not give it to me. I called the hotel that the reservation was supposed to be made at and they did. ** have a reservation for me so I assumed it was cancelled. I just called the hotel again today and they **** ne the reservation had been cancelled back on July 18th. I believe this company is dishonest and not reputable. They told my credit card company they gave me a 34 dollar refund but I dont see that nor does the credit card company. PLEASE stop this company from taking my money and scamming others. I see that you already have complaints about this company.Business Response
Date: 09/03/2024
Good Morning,
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: 22203255
I am rejecting this response because:they provided no resolution
Sincerely,
*****************************Business Response
Date: 09/09/2024
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:08/27/2024
Type: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 7/14/24, I cancelled a hotel reservation at the ************* in *******, **. I thought I made the reservation directly through the hotel but was transferred to ************* to process the refund. I had been corresponding with a person by the name of ****** in *************'s support area. ****** told me in an email dated 7/19 that a refund had been processed and to expect the funds to be put back in my account in 2-10 business days. That did not happen. ****** has not responded to any of my follow-up emails. I have lost track of how many times I have called their customer service number, ************. Each time I call, I am told that my concerns would be escalated to a manager and I would receive an email or phone call in ***** hours. To date, I have not received any communication from a manager. I was told on 8/21 that a refund was processed on 8/13 and to wait 2-10 business days. Today is day 10 and I still have not received the refund. When I called again this morning, I was told that my concerns would be escalated yet again. I have asked several times to speak with a manager, but each time I am told that they cannot transfer calls. Can you please have them either expedite the refund or have a manager call me.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: 22202327
I am rejecting this response because:I have been told repeatedly since July 19th that my issues would be escalated to a manager. I have not received a phone call or an email in that time. I was also told on 3 different occasions that my refund has been processed and it wasnt.
I am completely dissatisfied with the level of service your organization has provided and expect my refund to be processed immediately. There are plenty of call notes. It shouldnt take that long to investigate.
Sincerely,
*******************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 $1,516.84 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
Good Afternoon ****,
I have exciting news to share! I am happy to inform you that a full refund of $1,516.84 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:08/27/2024
Type: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.
My flight to ****** was cancelled with the ************* issues . On 7 / 23/2024 I requested a refund from HotelPlanner which was confirmed with a response via email on 7/23/2024 . I have a voucher for $262.68 and supposed refund for $2,672.52 for the sum of $2,935.32. I've placed numerous calls and talk to numerous people all stating they are working on the refund . The paperwork sent with the reservation on 12/31/2023 states 3-5 days for refund . I keep hearing that they're working on it and should be resolved by days end which is not the case . I just want to get my refund and resolve this issue . I've called probably +/- 15 timesBusiness Response
Date: 09/03/2024
Greetings Robert,
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 90-120 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 [email protected]
1. MUST be a screenshot of a message in the bank’s 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,
Melanie Planelles
Customer Answer
Date: 09/03/2024
Complaint: 22201457
I am rejecting this response because:As you can see the cancellation was on 7/23 . I have had little response if any . If they say it will take 90-120 days I don't have a problem with that . They've held on to my money for this long I just don't want anyone else to go through this . On the trip I have already have refunds from the airline as well as the charter boat . I just want to keep anybody from this happening to them . I have a voucher for $262.68 and my cancellation for the hotel which is $2,672.52 . The total is $ 2,935.20 . I hope this helps anyone else from going through this .
Sincerely,
Robert FischerBusiness 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 [email protected] and please forward any documentation to me personally as well. I look forward to hearing back from you!
Kindly,
Melanie PlanellesCustomer Answer
Date: 09/10/2024
Melanie [email protected] asked me to reach out to her personally. I want to involve the BBB due to the fact this has been going on since July 23rd and I have no faith in this company . Who should I copy on this email
Customer Answer
Date: 09/11/2024
I sent email which was sent back as undeliverable to the email address [email protected] . I expect nothing but a full refund on the funds from my American Express for a total of $ 2,935.20Customer Answer
Date: 09/11/2024
Complaint: 22201457
I sent email which was sent back as undeliverable to the email address [email protected] . I expect nothing but a full refund on the funds from my American Express for a total of $ 2,935.20
Sincerely,
Robert FischerCustomer Answer
Date: 09/13/2024
I copied Gwen @ [email protected] on an email responding to Melanie @ HotelPlanner.com and it came back undeliverable ??
Customer Answer
Date: 09/17/2024
Gwen,
I just sent one from home . I was in Chicago last week and the hotel might have been having internet issues because this went through without a problem
Thanks
Customer Answer
Date: 09/18/2024
I wanted to clarify that I am not going to withdraw this complaint
Customer Answer
Date: 10/02/2024
Complaint: 22201457
I am rejecting this response because:I've waited this long and I'm not going to spend MY time gathering all the documents for HotelPlanner . I've already spent to much of MY time dealing with the Hotel booking problem caused from the Delta Airlines flight issues from a software malfunction. As I stated before the flight and charter boat cost have been refunded without an issue
Sincerely,
Robert FischerBusiness Response
Date: 10/03/2024
Greetings Robert,
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 90-120 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 [email protected]
1. MUST be a screenshot of a message in the bank’s 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,
Melanie PlanellesCustomer Answer
Date: 10/03/2024
Are these the documents toy are asking for . These were sent to [email protected] as well .I decided against withdrawing my complaintCustomer Answer
Date: 10/03/2024
Complaint: 22201457
I am rejecting this response because:I will wait for my money to be returned to me . They've had it since 23/31/2023 and I will wait for the refund so nobody has to go through what I have
Sincerely,
Robert FischerInitial Complaint
Date:08/27/2024
Type: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 5th 2024 I made a reservation at ********************** in ******** ***** for July 14th to July 17th for 2 rooms. I canceled more than a week before only to learn my CapitalOne credit card ending in 0287 was billed for $956.19. I went directly to the hotel front desk where the manager said she did cancel my reservation and the hotel itself did not bill me. I have tried to contact HotelPlanner to resolve and get nowhere. My reservation number was H8811358. I thought I was dealing with the hotel directly but believe my reservation request was hijacked by this company.Business Response
Date: 09/03/2024
Good Morning,
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 Evening *******,
I have exciting news to share! I am happy to inform you that a full refund of $881.28 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: 09/04/2024
Complaint: 22201272
I am rejecting this response because: See attached.
Sincerely,
*****************************Business Response
Date: 09/05/2024
Good Evening *******,
I have exciting news to share! I am happy to inform you that a full refund of $881.28 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:08/26/2024
Type: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.
While planning for government/military travel I attempted to book a hotel with Marriott Reservations. Unknowingly, I contacted Hotel Planner because they have a website that is deceptively similar to ********'s website. I was deceived to believe I was speaking with a *** from ********. While speaking to the *** I asked for a government rate and I was told it was more expensive and that hotel prices are expensive during the weekend of 6-8 Sept 2024. I felt I was deceived into booking a hotel room, and was not told of the cancellation policy. I later saw a significant charge on my credit card and attempted to cancel the hotel booking. Simultaneously, doing some research I could see that economical government rate rooms were available. I called Hotel Planner to cancel and was told I would receive a full refund- obviously, very unhappy that I was deceived several times during the process. Resolution: I'm asking for a full refund. I was originally charged $470.43 and received a refund of $235.21. I'm asking to be refunded the remainder of $235.22.Business Response
Date: 08/29/2024
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: 09/12/2024
Complaint: 22199098
I am rejecting this response because:The business did not address the consumer's complaint and offer a detailed resolution.
Sincerely,
******* ******Business Response
Date: 09/23/2024
Greetings *******,
Thank you for your feedback! I am pleased to inform you that a full refund of $470.43 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 09/26/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $470.43 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/01/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $470.43 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:08/26/2024
Type: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 Aug 13th 2024 I seen a reservation online and called to book it with the agent. I was told the total booking would come out to ****** So he processed the order and I asked if that included the resort. The agent was unsure put me on hold to call the Hotel and came backing saying he could not confirm that he will have someone call me back. I ask so this is not final till then right he confirmed by saying yes. We then hung up. I call the Hotel direct myself and confirmed that they amount quoted did not include the resort fee and that there was in fact a booking in my name. I called the HotelPlanner/ AKA Bookonline right back and told them what happened that I wanted this canceled and that I wanted a full refund. I was told I would get it in 7 to 10 business days. That day I received a credit for only 9.91. Since then I have spoke to 3 different Agent with this company. that told me a full refund was on the way. I called today 8-26-24 and am now being told that the Hotel approved the refund another department in the company approved it but that one more group who they cant speak to still need to approve it. They even tried to offer me a voucher to get me to go away today. Please help me to get my refund this company should of never chareged my account.Customer Answer
Date: 08/31/2024
Proof they have approved the refund but I have still not received it. The original refund request date was Aug 13thBusiness Response
Date: 09/10/2024
Greetings *****,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************Customer Answer
Date: 09/11/2024
Attach is ****** ****** saying my refund is being processed but it still has not come. This is almost 30 daysCustomer Answer
Date: 09/11/2024
Complaint: 22197936
I am rejecting this response because: in her response she is talking about a reservation. That makes no sense, this is about a refund for a reservation that should have never been processed and was then cancelled within an hour. I also have provided proof that The Nugget resort did not charge me any penalty for cancellation yet I was still charged by Hotel planner and have not received the refund promised to me now 5 times. The last is attached.
Sincerely,
***** ********Business Response
Date: 09/20/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $126.47 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:08/26/2024
Type: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 and cancelled a reservation at ********************, on july 12th 2024. I cancelled after being told the room was not ready. I booked and canceled with a 3rd party department that handles bookings for the clarion. I was told i would be fully refunded and never was.Business Response
Date: 08/29/2024
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,
*****************************;
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