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:08/25/2024
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 for Best Western, *******, ********, one night arriving July 26, through this company. I searched for Best Western, and the representative who answered the phone and took my information answered so that I would believe I was talking to the front desk of the hotel. i tried to give my loyalty card number and was told that I was not eligible for bonus points on this reservation, but was never told it was because they are a third party. when I was trying to reserve a room that was available on my dates , the operator told me I could not get that price. The following day, I was called by Best Western telling me they could not honor the late checkout that I was promised. that was when I was told that I did not make my reservation through Best Western and this company frequently leads people to believe they went through the front desk. Because I was given a better price and better resolution, I made my reservation through the actual hotel and cancelled the reservation through Lexyl Travel Technologies. When I received the cancellation email, it states that I was informed of the cancellation policy (30% of your cost), which I wasn't, and it stated that I was informed of the cancellation insurance, but I refused, which was also a lie. When I called for my refund, I was given a refund of $105.88, but am still owed $45.38.. I was told that I would get a full refund because I was not informed of the cancellation penalty. On July 30, I was told that I had to wait 10 days to see the money put back into my account. When I called on August 9, there were no supervisors to talk to, but I was told I would get a call back and that I had to wait 10 days for my money to be put into my account. This is really a shady company that operates by lying to people and letting them think they are legitimate.
Business Response
Date: 08/26/2024
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: 08/27/2024
Can my file remain open if not satisfactorily resolved? Each time I contacted thus company, they were expediting my case. Thank you for your help.Customer Answer
Date: 08/28/2024
I am attempting to respond to the business, but don't see that option.can you help me?Customer Answer
Date: 08/28/2024
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. The response is fine, but they have been working to resolve it since around July 23, and hope they can resolve it. Thank you.
Sincerely,
***** ******Customer Answer
Date: 08/29/2024
I am curious as to why this case is being closed and marked as resolved when I am still waiting on a resolution and my remainder of the refund. The company still owes me money.Customer Answer
Date: 08/29/2024
Can I reopen this case? I replied that I was satisfied because I was pleased that they responded to you, but this company tells me that they will expedite my case every time I call, and that was since about July 23. What other options do I have for this? Thank youBusiness Response
Date: 09/03/2024
Good Evening *****,
I have exciting news to share! I am happy to inform you that a full refund of $151.26 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:08/25/2024
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 7/20/24 I spoke with a gentleman on Hotel Planner @11:20pm seeking a reservation at The Best ********************** ************************************************************* He told me there was indeed one room left with two queen beds. available from the 20th -27th. I told him that I needed to see the room prior to staying to make sure it was big enough and a clean room and that if it was not acceptable, I wanted to make sure I didn't get charged and would not be staying there. He did tell me he needed my credit card to hold it and I understood but again re-iterated that if it was not acceptable I needed to make sure I would not be charged. He put this note in the reservation under, "special requests". Upon arriving after 11:30 pm to a locked front door with caution tape on each side where the concrete had huge holes on each side of the door on the ground I waited until finally (******) the night auditor let me in. Initially he could not find a reservation but then stated one was left. He took the stairs and told me to take the elevator. There was food all over the floors in the elevator and walking down the hall (which was all carpet ) and had food/crumbs everywhere going down the hall. ****** unlocked the door and I walked into a tiny, dirty, moldy smelling room. I immediately said this is not going to work for me.and told ************** would not be staying. To my surprise I was charged the full amount , when it was to my understanding I was not even being charged (only hold) until I saw the room and agreed it would be ok. Despite several calls to Hotel Planner along with tickets being issued to supervisors I have not received my .refund.On July 26th I received and email from Reservation support stating that I would receive a refund to my credit card in the next 3-7 days. It is now August 25th and I am still without my refund. I am tired of getting the run around from everyone. ******** from HP stated the hotel kept 1 nights charge per hotel policy with HP keeping the rest.Business Response
Date: 08/26/2024
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation! Thank you for your patience and understanding.
If you have any immediate questions or concerns, please feel free to contact us.Kindly,
*********************************
********************************************************Customer Answer
Date: 09/04/2024
I read the email sent by ******* and replied to her but her email address is invalid (see below)
******************************************************** (********************************************************)
Your message couldn't be delivered. It appears that the email address you sent your message to wasn't found at the destination domain, or the recipient's mailbox is unavailable. The email address might be misspelled or it might not exist. Try to fix the problem by doing one or more of the following:I am attaching further information on the case and I would like Hotel Planner to play the recording as I was told my conversation was on a recorded line. This is further proof of what I was told as far as "holding" the room and not getting charged.
I have made multiple phone calls asking for Managers and it is clear they just give the run around and wait for people to give up. They are deceptive and misleading in their conversations and bookings.
Thank you,
***************
Customer Answer
Date: 09/06/2024
Complaint: 22193427I read the email sent by ******* and replied to her but her email address is invalid (see below)
******************************************************** (********************************************************)
Your message couldn't be delivered. It appears that the email address you sent your message to wasn't found at the destination domain, or the recipient's mailbox is unavailable. The email address might be misspelled or it might not exist. Try to fix the problem by doing one or more of the following:I am attaching further information on the case and I would like Hotel Planner to play the recording as I was told my conversation was on a recorded line. This is further proof of what I was told as far as "holding" the room and not getting charged.
I have made multiple phone calls asking for Managers and it is clear they just give the run around and wait for people to give up. They are deceptive and misleading in their conversations and bookings.
Thank you,
***************
Sincerely,
***************Business Response
Date: 09/13/2024
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 ************************************.
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: 09/17/2024
Complaint: 22193427
I am rejecting this response because:I will not be withdrawing the dispute from my credit card company. I've had a difficult time as it is getting a hold of anyone. Why would I send you something saying I am withdrawing the dispute and send you proof of that we both know I will never hear from you again. The fact is the reservation was never supposed to be made I was never supposed to be charged. This was on a recorded line requesting for me to view the room prior to these charges being put on my credit card. I've got nothing but the runaround from anybody at hotel planner I happen to get a hold of. What you are asking of me is completely deceptive.
Sincerely,
***************Initial Complaint
Date:08/24/2024
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.
Friday, July 19, I went online to get the reservation # for Westin in **************. A number was displayed for ****** ************* and I dialed it **************. When answered, the recording requested that I press number 1 on my phone for a new reservation. After pressing 1 a second message said "Thanks for your interest in Westin". This leads one to believe it is ******. Then a live agent asks what dates you want to reserve with the Westin. Again, you are led to believe it is ******. You are NOT. You are talking with Hotel Planner, who charged me $736.32 for 2 nights, far more than the ****** charges. The charge on my **** simply says,HOTEL LODG* WESTINSTLO. I called back to cancel within 5 minutes after my initial call and was told that I would be charged a $57 fee and the full cost of one nights stay (at their price). I called again and pressured the agent to tell me if he was at the Westin reservation desk. He hung up on me. I called back and pressured a different agent with the same request. She also hung up on me. I called back again as if I were making a reservation and I asked to speak to the Westin front desk. Again, the representative hung up on me! More to the point, when the number provided ************** is called, what is said is Thank you for calling our reservations department..., for new reservations , press 1. After pressing 1 you hear: Thanks for your interest in Westin". They mislead you into thinking you are dealing directly with the hotel. They are, in essence, committing fraud.I finally got a message saying they were going to give me refund in the amount of $339.32 has been processed today for my reservation (H8898552).That amount deducted from the total amount originally charged ($736.32 - $339.32) means that they charged me $397 to cancel my reservation no more that 5 minutes after I made it. Bottom line... Hotel Planner is an unethical booking agency scamming people. I want the full amount balance refunded ($397).Business Response
Date: 08/26/2024
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,
*********************************
********************************************************Initial Complaint
Date:08/23/2024
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.
i booked a hotel room 8/22 through what seemed to be the ******* website - it was this company instead, and it added on a cancellation coverage charge through protect which i did not consent to - i was literally in the parking lot, i didnt need cancellation coverage. i was misled into thinking i booked the hotel directly and got stuck with the charge for a service i didnt want and didnt needBusiness Response
Date: 08/26/2024
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: 08/27/2024
I was able to get a refund, but I remain concerned with the misleading nature of this business. For starters, they asked me to contact them but didn't give me any contact info. Also when I called the phone number and entered 0s and # on the phone tree when asked for my reservation, it told me it found my reservation, which can't possibly be true.Initial Complaint
Date:08/23/2024
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 15 July 2024, I made a reservation online through Hotel Planner, *********** (H8877431) when I arrived there was no reservation, I requested a refund and have gotten the run around for the last five weeks. I have called back 5 times, and gotten the same response, but with no action. They have escalated my request 4 time's, and promised a call back and the refund, but as of today still have not received the payment. The folks on the phone are very polite, however, the entire team continue to flat lay. I know the team have written down the issues because they have read it back each time. The escalation team are holding up the refund or just not doingtheirjob. Request you let people know to never use this organization. Totally unprofessional.Business Response
Date: 08/26/2024
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: 09/05/2024
Complaint: 22185832
I know they are saying this is non-refundable, however they failed to make the reservation, so they shouldn't keep the funds, as they failed to meet their contract.
Thanks for any support
Sincerely,
*************************Business Response
Date: 09/10/2024
Good Morning ******,
We appreciate you bringing this to our attention! I am pleased to inform you that a full refund of $1,204.35 has been issued back onto the card you 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: 09/10/2024
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,
*************************Customer Answer
Date: 09/11/2024
Thank the BBB for it's support in getting the hotel to return a large portion of my funds back.. *********** was supposed to make a reservation for me, however when I arrived there was a reservation. When asked to have a refund, it took over too months, and they still charged me. No plan to ever use Hotel Planner again.Initial Complaint
Date:08/22/2024
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 8/17, I was in the process of booking a room and trying to figure out the cancellation policy when all of a sudden I got a "your reservation is confirmed" message. I never proceeded to checkout! The dates weren't even correct. I now know the cancellation policy is non refundable which I would never agree to. Then I got a confirmation email with charges that included a $151 tax and "recovery" fee on a $269/night room, which I would also never agree to. Taxes and fees should be around 10% of the room charge. There was also nothing referring to this $151 tax during the process. Also, it had $72 charge for Refund Protection. I called them within an hour to say this booking was not done by me and that I never checked out, etc... and I got the runaround. At one point I said cancel my room so she said ok and told me she did so. The she told me she would escalate my refund request meaning I might be out the room and my money, so I told her that was ridiculous and she then said, oh the room is not canceled. This site is a scam! Their booking process is deceiving. To repeat, I never clicked on any purchase button! As a side note, the hotel's actual cancellation policy is 72 hours. I appreciate your help!Business Response
Date: 08/26/2024
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: 08/27/2024
Complaint: 22183492
I am rejecting this response because: It doesn't tell me anything other that they are working on my reservation. I want a full refund for the reasons stated in the original complaint: that I never clicked on an accept order box and their site just confirmed my reservation. I do need to hold the reservation they made until this is resolved so I am not out the money and the hotel which would then cost me even more money.
Sincerely,
***********************Customer Answer
Date: 08/29/2024
I just reached out to the actual hotel to check on the status of my reservation at ***************** *******/****** for 9/27-929, (that was booked by Hotel Planners incorrectly when their website just confirmed my order without me hitting the final click to actually book the reservation), and the hotel said they have no record of this reservation under my name. Yet, I have a confirmation email from Hotel Planners for the room for this hotel. (This is the email I got after their website just booked the order. I was scrolling when it happened.)
So, they have $913 of my money for a hotel reservation that I didn't want or actually book and now it looks like they never even booked it. Am I to be out the money and have no reservation to show for it, either? That would be stealing! I want the full refund but short of that, then I need to have the hotel room so I get something for the money they've taken from me. Also, please remember they have tax/recovery fees of $151 on a $269 room. That shows on the attachment I sent when I first lodged this complaint. Is that not illegal? Hotel Planners does not practice Better Business.
I appreciate your help.
***********************
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,
**************************************************
Customer Answer
Date: 09/04/2024
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:08/22/2024
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 was trying to rent a simple La Quinta hotel room in *********, **. The room was supposed to be $203.28/night but I was charged much more. $343.24/night. Since it was so expensive, I bought insurance to cancel for $58 more. My sister was traveling here from ** and broke 2 bones in her foot and was unable to come. I decided to use one night (Sat. August 17 ) but when I called to ask for these changes I was told I had to cancel the reservation and pay for a new one for an additional $292 which was ridiculous because I called in plenty of time and even provided info from her clinic for her broken foot. Now I am told I will only get back $343.24 which is half of what I am owed. I was over charged in the first place and don't even understand how I got to your company as I was trying to call the hotel in. ********* directly and the desk clerk couldn't understand it either.Business Response
Date: 08/26/2024
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,
*********************************
********************************************************Initial Complaint
Date:08/22/2024
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.
I made a reservation on 8/2/2024 for a 3 night stay in ******** for 9/12-15/2024. I told the booking agent that it was an essential requirement that the hotel have onsite parking. Not only did he claim that there was onsite parking, but he told me it was included in the cost of the reservation. Before I was willing to make the booking, I wanted to be assured that the booking was refundable. He told me that it was. When I received the confirmation email of the booking I had made, I saw that the booking was refundable with PENALTY. NEVER did he mention anything about there being ANY penalty. Since he wasn't truthful about my refund, I decided to verify directly with the hotel about the onsite parking he claim made. I spent the money to make an international call to the hotel direct an lo and behold he had LIED about the hotel parking situation. I cancelled the reservation right away 8/6/2023, requesting a FULL refund due to being LIED to. There was plenty of time for the hotel to rebook my room, but I have only received a partial refund to date. I have called numerous times to speak with a supervisor about getting a full refund, only to get a run around for the past 2 weeks. DO NOT book thru this company. Call the hotels direct to get more trusted service. ********************************* the owner of this company should be embarrassed by how his people lie and then evade - its a disgrace. These calls are recorded so they could find out the truth if they cared about their customers and the service they are receiving from their own employees. What happened to ethics and honesty???Business Response
Date: 08/26/2024
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: 08/28/2024
Complaint: 22181466
I am rejecting this response because:This has gone on for weeks and this is just a delay tactic to make it appear that they are cooperating. There has been ample time for them to pull the recorded call records and review the short call for verification of the facts.
I have repeatedly asked to speak with someone who has the authority to make a decision to no avail. As you can see there is only email provided. I doubt it is a supervisor that can grant the remaining refund.
Can you say continued run aroundeven here on the BBB website.
Sincerely,
*********************Customer Answer
Date: 09/03/2024
The address provided for me to contact the business was fake, see below
Address not found
Your message wasn't delivered to ********************************* because the address couldn't be found, or is unable to receive mail.Very disappointed that companies like this exist!
Business Response
Date: 09/09/2024
Good Evening *****,
I come bearing happy news! I am pleased to inform you that a full refund of $758.73 has been issued back onto your card, please allow 2-10 business 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
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.
I have checked my credit card and it appears to be a pending credit. Thank-you very much for your assistance in this matter.
Sincerely,
*********************Initial Complaint
Date:08/22/2024
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.
Cancelled reservation within 30 minutes after confirmation. Because of the additional fees that came up after entering credit card Was promised refund . July 1st....then again on July 23.Business Response
Date: 08/26/2024
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: 22176004
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
Date:08/21/2024
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 3rd, I booked 2 hotel rooms online with Comfort Inn and Suites in ************, **. After calling the hotel directly on Aug. 6th, I realized that I only needed 1 room since that room had a pull-out couch that was available to use. I then cancelled my 2nd room with the hotel. I was never told that a 3rd party was involved and that I needed to contact them to cancel. Hotelplanner.com has access to the *****************'s availability and could see that I cancelled, but no refund was ever given. I requested a refund via email with hotelplanner.com and was told I would hear back from them within 5 business days. I never heard a thing. I called the phone number from the email to speak to someone regarding the situation and to follow up on the refund request, but the only option per the phone number, was to email ****************** So, I emailed them and they said they would get back to me within 3 business days. They came back saying it was denied due to not providing documentation saying that it was an emergency reason for cancelling!! This wasn't a last minute cancelation, as it was done shortly after I booked it. We even verified it was cancelled with the hotel and at that point, they told us they could not verify if we were getting reimbursed since the funds were paid to hotelplanner.com and the hotel didn't recieve any of the money. So now, I paid $227.48 for a room, for 1 night, that I cancelled and never used, and was never reimbursed for it. This place is shady and I will never trust reserving hotel rooms online, ever again!Business Response
Date: 08/26/2024
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: 09/10/2024
Complaint: 22174274
I am rejecting this response because:This has not been resolved and we do not want this to be closed until we can get our money refunded. We are not confident that this will continue to get looked into if we close the complaint.
Sincerely,
********* ******Business Response
Date: 09/19/2024
Greetings *********,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $227.48 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
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