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:08/21/2024
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.
Hotel Planner intentionally misrepresents themselves as being the hotel you're trying to make a reservation with. They cleverly say "Thanks for your interest in Fairfield ************* and I was told that the representative was there on the hotel premises (I had a very specific questions I needed answered, so I was making sure I wasn't talking to a general reservation line). The reason why it's not okay to misrepresent yourself as the hotel, apart from it being illegal, is that I had to make the reservation quickly before running out the door for the long trip for an unexpected funeral. The rate sounded high, but I planned to give my rewards number and discount codes when I arrived and ensure I received the best rate. When I tried to do so, I found out that Hotel Planner was duping people and then just using Expedia to make a reservation. They don't even have their own software or business relationships!To make sure I wasn't mis-remembering the call, I tried to make a new reservation and had the exact same experience. They train their representatives very well to not claim they're with the hotel. To just say they are with reservations. But because I had a specific question about the property, I was able to get their evasive answers and actually have them say they were with, and at, that actual hotel. Meanwhile, I just happened to be at the front desk with the one person at the front who was listening and shaking her head.I called to complain and they gave me a small portion of the overage back in the way of a refund. I called back again and explained I was being reasonable saying I was going to pay for the hotel cost (which was about half of what I was charged according to the receipt the hotel provided) but I wasn't paying the additional price just for them to pretend to be *************. They asked for the receipt and I emailed it in. No response. I called again over a week later. Nothing.What they're doing is illegal, not just unethical
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: 09/03/2024
Complaint: 22174170
I am rejecting this response because:This is a flat out lie and stall tactic that they've been using for weeks at this point. The unsatisfactory partial refund was issued in about a day, yet to follow up to receive the remainder of the refund owed has taken three weeks, three calls, and the submission of the requested documentation. Yet, the answer is always this blatant lie.
Sincerely,
*********************Business Response
Date: 09/09/2024
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $102.36 has been 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,
*****************************;
Customer Answer
Date: 09/13/2024
Complaint: 22174170
I am rejecting this response because: The refund of $102.36 is what was offered on August 7th. I am not surprised in the least that the company is trying to pass off the partial, and unsatisfactory, refund it issues before I even submitted my complaint to the BBB as a new refund in response to my grievance. Refer to the original complaint text to find the remainder of the refund that I expect to be paid. It's becoming clear that they don't take these complaints seriously, and a class action is probably the only thing they'd respond to (and there is no shortage of people complaining online about Hotel Planner, that's for sure).
Sincerely,
*********************Initial Complaint
Date:08/20/2024
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 explicitly told that I was speaking to the Inn at Penn reception desk, when in fact I was speaking to a third party vendor. I paid $75 cancellation insurance but now have been denied reimbursement for over $900 in a hotel charge for a stay that I cancelled. When the reservation was booked, it went through a company called Hotel Planner that used an insurance company called Protecht to safeguard your booking. Hotel Planner in turn, booked your reservation through a company called GetARoom.com, who then booked your stay at our property. Since the reservation was a prepaid reservation, your credit card purchased the stay and insurance through Hotel Planner. Hotel Planner used their credit card system to pay GetARoom.com. And GetARoom.com used their credit card system to prepay for your stay at our property.When you contacted our property to cancel, we honored your cancellation and did not charge GetARoom. On August 9th, ******** was contacted and was informed that we would not be billing them for your stay. Based on that conversation, ******** issued a credit to Hotel Planner on 8/9/24. They were unable to provide me with an amount due to their confidentiality agreement with Hotel Planner. 100% of the funds are now in the possession of Hotel Planner / Protecht.GetARooms Case # for this incident is ********. I have contacted my lawyer and my marketing team. I expect my money to be refunded. If not, I will pursue further action immediately.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: 09/15/2024
I did not see this message within the 5 day window, but I do not accept the "we are looking into it" answer. I expect to have my hotel cost reimbursed, and for the misleading information from this company to be addressed.
***************************, MD
Business Response
Date: 09/23/2024
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: 09/28/2024
Complaint: 22171867
I am rejecting this response because: There has been no action by the company to rebate the $908 that was charged for a hotel stay that I did not have. The Inn at ********** confirmed that they canceled the reservation and that Hotelplanners was aware. ************* has refused to rebate the money to me, despite the fact that I paid $75 for cancellation insurance. The stipulations for cancelling were never provided to me, and the sponsored link person did not explain them. The Hotelplanner staff person misrepresented herself as being at the Inn at **************** desk, so I had no idea I was booking through a third party.
Sincerely,
****** *******Initial Complaint
Date:08/20/2024
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.
Itinerary #: H8744493: Booked 6/26/24 Guest: *************************** Check in: July 23, 2024 Check out: July 26, 2024 ************** - *************************************** I made a reservation over the phone with this company on 6/26/24, phone # **************, ******************************** The salesman told me I could get 100% refund for cancellations if I canceled before 48 hours of the reservation. I would have never booked under any other circumstance as this was a corporate transaction. I did not realize I booked from a 3rd party and immediately called back to cancel so I could book directly with the hotel. I was charged a penalty fee of one night's stay and tax that has yet to be refunded after almost 2 months, over 10 phone calls, and multiple emails. Their escalations team seems to be imaginary. I need a refund that was promised to me of $390.49 outstanding. How can I get this resolved? This seems to be a scam as I have been told over and over again this has been escalated, but there is no phone # or email they can provide me for the escalations team. They told me a manager would call me back, nobody ever did. Nobody has sent me any email confirmations this was being looked at. They are scamming people out of money by claiming free cancellation over the phone but then stating different terms in the email confirmation. I know their lines are recorded as well so they would have a record of my initial booking over the phone. I did not agree to their terms. I called the hotel directly and they never charged anything from this cancelled reservation. Please help me as I cannot get a resolution from them directly and I don't know what else I can do. I appreciate the 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: 22171226
I am rejecting this response because this was an automated email reply. I did however receive notice that my refund was finally processed. So no further action is needed.
Sincerely,
***************************Business Response
Date: 09/03/2024
Greetings ********,
I come bearing happy news! I am happy to inform you that a full refund of $1,171.47 has been issued back onto your card on 8/26/2024. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Initial Complaint
Date:08/20/2024
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 May 22nd, 2024, my mother, **** ****, booked three rooms at ************** ************************* for a total of $493.24 per room. Despite receiving confirmation emails and texts, and a subsequent confirmation call on August 16, 2024, we encountered issues upon arrival.On August 16, 2024, around 5:00 PM, we were informed by the hotel staff that two of the three rooms had been canceled by the third-party booking agency (Hotel Planner) as of midnight on May 23, 2024, even though our payment for all three rooms was processed on May 24, 2024. The hotels General Manager, ******, provided documentation confirming the cancellation.We contacted Hotel Planner, who assured us the rooms were confirmed. They then spoke with ******, who provided the cancellation number. Hotel Planner promised to call us back after consulting a supervisor but never did. Despite multiple attempts to reach them, we were unable to get through.Consequently, we had to book an alternative hotel 30 minutes away at an additional cost of $611.00. This was necessary as the originally booked hotel only had one room available, while we required three.We respectfully request a full refund of $1,479.72. Attached are the proof of booking, payment receipts, the cancellation form from Quality Suites, and confirmation communications from Hotel Planner. General Manager ****** is available to confirm these details if needed.Thank you for your attention to this matter.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: 09/01/2024
Complaint: 22168917
At this point, I have been very direct and clear on what I would like the outcome to be in this matter, and have provided substantial proof therefore, I request formal proof showing that a refund will be processed. If I do not receive formal proof showing a refund being processed within the next response, I will be taking further action to get this issue resolved.Sincerely,
**** ****Business Response
Date: 09/10/2024
Greetings,
Thank you for your patience! I am pleased to inform you that the hotel approved a refund of 1-night for all three of your reservations. A refund of $246.62 has been issued back for your three reservations for a total refund of $739.86, please allow 2-10 business days for the refunds to be visible to you. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 09/18/2024
Complaint: 22168917
I received your confirmation that I will be receiving a refund for 1 night for the 3 rooms booked at the Quality inn Suites in *************************. While I appreciate you getting that approved, I'm confused as to why it's at the hotel's discretion that the second night didn't get approved since they didn't not receive payment from you and the General Manager of the hotel "******" was the one that stated to us on that day that we should be pushing to get a full refund from your company since the money was given to you and never transferred to their hotel. I would appreciate it if we could get this cleared up so the rightful person can get their money back as owed to them for this wrongdoing. I'm sure speaking with ****** at the hotel would also be helpful in this situation.
Thank you,
**** ****Business Response
Date: 09/23/2024
Greetings,
Thank you for your patience! I am pleased to inform you that the hotel approved a refund of 1-night for all three of your reservations. A refund of $246.62 has been issued back for your three reservations for a total refund of $739.86, please allow 2-10 business days for the refunds to be visible to you. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:08/19/2024
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 ******* we called what we thought was a Hilton ************ because they are the preferred hotel. Unfortunately our call was intercepted by Hotel Planner which told us that there was no availability at the Hilton and said they had a room at the ******. Because of this we booked the room not knowing what to expect. Upon arrival we seen that the hotel was filthy and paying $297.89 for one night was unacceptable. The room was filthy, the door latch assembly was broken so the door did not lock and the bathroom vanity was sticky with an unidentified substance. In addition the screen on the window was off. At this point I was not staying as I did not feel safe physically or health wise. My husband and I told the manager and he said to give them a call in the morning to resolve the issue. Because we went through Hotel planner we were forced to contact them. I have been trying to get this resolved since the day after and I have been getting the run around. In addition i have also had to explain my self over and over again. With each call I made they said that they hadn't received a call back from the manager. I reached out to ****** and the manager was finally able to return the money I had given for the stay but was given to Hotel planner. Recently they asked me to send a copy of this letter which I have but I am still being ignored. I just want my money back. We did end up going directly to the ********** which was very nice, clean and safe. we even paid less money. Hotel planner claims to be the best but actually they are not. They lied to me about the availability of the Hilton. In addition its been a month and I have yet to hear from anyone.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:08/18/2024
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 27th 2024 we booked a Hotel room through Hotel Planer for a Hotel at **************. On July 29th we found on the Hotels web site that they had a cancellation so we wanted to upgrade our room to the now avaiable room. I called Hotel Planner support and they said they could not upgrade because that room was not avaiable on their site, but they would cancel my reservation with them and refund my money. ***** days later i recieved a voucher which is not a refund. Also no rooms for the hotel on our dates were available for me to use the voucher. I called support again - they said someone would contact me. It is not August 18th and I haven't heard from anyone nor did I receive a refund.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: 22160390
I am rejecting this response because:I want a refund of my money.
You have sent me a voucher which i cannot use due to no available rooms at the hotel for my dates.
Please refund my money to my accout.
Personal email is ************************************
Sincerely,
*************************Business Response
Date: 09/03/2024
Good Evening ***,
I have exciting news to share! I am happy to inform you that the voucher has been cancelled and a full refund of $726.08 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:08/18/2024
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 6/28/24 I booked two rooms at the *********************, for two nights, 8/1 through 8/3. The representative lead me to believe I was speaking directly to the hotel, although I was actually booking through hotelplanner. The representative assured me I could cancel the booking within 24 hours of the check in date for a full refund. On 7/15/24 I called the Hampton In Southwest to cancel the reservation. They informed me that my reservation was made through an intermediary hotel booking service, that they would honor the cancelation, but I needed to call the intermediary hotel booking service directly. After figuring out who that intermediary was, on 7/15/24 I called hotelplanner to cancel the reservation. I was told I would receive a refund. On 7/17/24 I received a text message stating that I was getting a voucher. I immediately called to decline the voucher and was told I would get the refund within 7 to 10 business days, and I would get an email to confirm. After 10 business days and no email or refund I called hoteplanner again. The representative acknowledged that I should have received the refund, said she was sending it to the "escalation team," marking the refund "urgent," and that I would get a phone call concerning the issue within 24 to 48 hours. After 48 hours, and having not received a phone call or refund, I called again. I spoke to a representative named ****, who told me that the refund was processed 8/7/24 and that I would receive the refund within 7 to 10 business days from that date. I asked to speak to supervisor and was told there wasn't one available but I would be called back. Throughout this entire process I have not received a single phone call or email regarding my refund request. At this point I have no reason to believe hotelplanner will refund my money despite being told numerous times they would do so.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: 22159716
I am rejecting this response because:Hotelplanner has told me that I would be refunded three separate times by three separate dates, most recently by 8/28/24. I will not be satisfied until I receive my reimbursement.
Sincerely,
*****************************Business Response
Date: 09/03/2024
Greetings ********,
I come bearing happy news! I am happy to inform you that a full refund of $1,058.08 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:08/17/2024
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.
7/30/24 $ ****** for Hotel Reservation and travel protection Travel Insurance $ ***** We cancelled the reservation for the hotel due to flooding and road closures in ** due to Hurricane *****. We have not received a refund yet for $ ******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
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:08/16/2024
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 4, 2024, I tried to make reservations at the ************************* and Hotel located in *******, **. I thought I was making reservations with the actual hotel, but through dishonest communication by HotelPlanner (**) **** I ended up booking through **.I paid $366.20 through a credit card for two nights at the hotel. I was refunded $183.10 when I canceled the reservation about 27 minutes after the Booking call ended.The ** business committed to provide 2 days of reservations at the ************* from the evening of September 6, through the morning of September 8.On July 4, I searched the Internet for the phone number for the actual *******************************. The Internets number was ************. I believed it was the number for the actual ************* because 217 is assigned to *******, **. In late July, I learned that the number was actually linked to **. According to T-Mobile records, my call went to a number in ****************, ** , 66miles from ******* and 1 hour from the actual hotel. When I called the number, a man answered Reservations. I asked him if he worked at the ************************ and he said yes. The man who worked for ** said the price for the hotel was $129.66 plus tax and fees. He did not mention the dollar amount of the tax and fees. During this phone call, I asked the ** *** about a group discount that had been promised by the hotel. He pretended that he worked at the hotel.He again misled me to believe he was the actual hotel employee.I asked if I would get a full refund if I canceled and he said yes, as long as I canceled the room 2 days prior to stay.He also did not explain that the credit card would be billed immediately.I agreed to the verbal terms from the ** ***. I gave my credit card number to the ** ***. The written document came after I made that reservation & differed from the verbal promises of full refund & no $183 penalty.I have more to say about written doc. NOT ENUF characters. Contact me.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
Question. My reservation date will pass on September 6. Does that have any impact on my complaint? Like HotelPanner might pay the hotel located in ******* on that date.
Thank you.
*************************
Customer Answer
Date: 08/28/2024
Complaint: 22156027
I am rejecting this response because: ********************************* from HotelPlanner said she isworking on the reservation. A positive. There was no offer to accept or decline.Id like to see that before agreeing to anything.
Sincerely,
*************************Business Response
Date: 09/03/2024
Hello ******,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter and emailed to **************************************************
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.Kindly,
*********************************
Customer Answer
Date: 09/05/2024
Complaint: 22156027
I am rejecting this response because: you offer me nothing.
Sincerely,
*************************Initial Complaint
Date:08/16/2024
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 7/30/24 I was booking a hotel in ************ SC under the impression I was dealing with an employee from ******* In, I mistakenly gave the agent my debit card as a payment. Immediately realizing what I had done I corrected the transaction with my credit card. I was told my refund would be processed back to my checking account within ***** hours. After numerous calls to customer service over the last two weeks I still have not received my refund and have bounced numerous checks due to a lack of funds in my account. I am repeatedly told ***** hours and ten business days and was denied my request to speak with a supervisor on todays 08/16/24 date even after being told that our money was approved for refund, on August 9th 2024. This company is unethical and has over 1000 dollars of my money even after being paid by our credit cardCustomer Answer
Date: 08/19/2024
I was just wondering if there has been any new developments on getting my refund ?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,
*********************************
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