Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,161 total complaints in the last 3 years.
- 651 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:08/16/2024
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 30, 2024 we canceled our reservation with this company due to be given wrong information about the hotel and overcharged us and was told we would receive at credit of $781.04, which we were billed $786.40. Was told wed see refund by August 13, 2024 and as of August 16th still no refund. Have asked to talk to supervisor but cant transfer you to one they will call back asap, well 48 hours later still no phone call.
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:08/15/2024
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.
7/31/24 Thought I was calling Town and Country in ****** ********, to book a hotel, for a funeral, and asked is this the actual hotel and I was told yes. I Was given a rate and told this was the last room so I booked it. Called back, to ask a question, but it was a different # and this time I got got the actual hotel who advised they had multiple rooms and at a rate $100 less. I found the original number I called and advised them to cancel their booking, as I booked directly with hotel at a cheaper rate. The booking was canceled and I was advised I would get a refund in 2-10 business days. I even got a confirmation email from a *************************** to confirm the refund would happen, however after the 10th business day the refund still was not issued. I called to speak with a manager however I was told they couldn't and wouldn't get me to a manager that no management was there. This was an off shore company and it was now starting to seem like a very sketchy and fraudulent business. I advised I would be filing a report with the BBB and potentially the local police department as well as the local attorney *************** for deceptive practices and fraudulent activities and they didn't care.I want my money refunded to my card and based on all the complaints on this company, for very similar reasons, this company needs to be investigated as a deceptive company who rips people off and is fraudulent in the business they do!8/15/24 I just called again on the 11th business day as still no refund and now they they say they will send it to an escalation team to review, keep in mind I already got an email on 7/31/24 from a ***************************, advising it was approved and I would have refund in 2-10 business days. So now the escalation team will have to review and once they review it (if they approve it) it will take another 2-10 business days for the to refund card. This is ridiculous. No one Should have to go thru this and for this long to get a refund! I want 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,
*********************************
********************************************************Customer Answer
Date: 08/27/2024
Complaint: 22149809
I am rejecting this response because: they said they are helping with the reservation. I am asking for my refund which I was told would be bevin 10 business days back on 7/31/24 and still not received and again in August 20th to start the 10 days over again. So basically they are avoiding giving the refund eve though I have 2 emails to advise they will give a refund!
Sincerely,
***********************Business Response
Date: 09/03/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a refund of $203.11 was issued back onto your card on 9/1, please allow 2-10 business days for this refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
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.
I did finally receive my refund. The refund amount was $5.42 less that what was originally paid but I will accept what I received.
***********************
Initial Complaint
Date:08/15/2024
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 googled Fireside ************ in **********, ***** and called the number from the first link provided by ******* I asked if I was speaking to the front desk of the Fireside ************ and I was told that I was. I was quoted $378.26 for the room for that night and told that it was the last room left. I mentioned that the price seemed steep and asked if that was the best price for the room. They said that it was the lowest price for the room and as we were already on the road and seeing no other availability at other places in the area we booked the room. When we finally got to the ********************* we found out that there were at least 12 other rooms available and the rate for the room we booked was actually $105 cheaper than what we had paid for. When I asked for an adjustment in price the hotel attendee told us that we had booked through Hotel Planner and they had paid the rate and Hotel Planner had kept the difference. They also said that they have had other guests who have had this issue of being overcharged by Hotel Planner.So, not only did they misrepresent themselves posing as the hotel, they did not indicate that they were charging a fee for booking the room for us, and they lied about availability to compel us to book that "last" room. We have attempted to call them about it and were only able to speak with someone once who said they couldn't help us with our issue.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:08/15/2024
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 8th called hotel planner and the agent was helping me to look for a hotel for me and my family that had power since the hurricane took out our cities power. After with him on the phone over an out he finally finds one. I drive almost two hours to find out its without power and front office is looked. So I called them back and told me it would take 10 business days for a refund. Well I have been calling them back everyday and I get the same script from every agent no supervisor on the floor they will call you back with in an hour. Mind you they have been telling me this since July 8 and it is now August 14th. Called back again today and they told me I just need to be patient it takes time. Well I have waited over a month to get back my ****** thats enough time. So aggravated cause I keep getting promised emails and call backs and have got nothing. Even the agent couldnt understand why I have got my refund. Even more said he says hes seen this before to keep calling back every hour until I get ahold of a supervisorBusiness Response
Date: 08/20/2024
Hello ******,
I come bearing happy news! I am pleased to inform you that a full refund of $521.88 has been issued back onto the card you used to initially 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 *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Initial Complaint
Date:08/15/2024
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 26, 2024, I called what I thought was the hotel in Mt. ******* ** to take one of several rooms that had been previously reserved by a member of our party for the dates of August 9-12. When I asked about the reserved slots, the man (******, responded he would check with the desk to see about it. I did ask if he were connected with ******** because I believed that was whom I was speaking to. He never responded, instead said he checked about the reserved package for the 10 slots, and they were $!70 per night and he could get me the nights cheaper than the reserved nights. He quoted $495.63 plus $263.67 tax recovery and fees for total of $759.29. I thought that was extremely high, but it was for a funeral that the party had reserved, I gave him my card number and the charge went through. When I left the hotel, I received a receipt for $389.52. The hotel rates for the group was $111.54 per night with $20.92 tax and miscellaneous fees. Hotel Planners paid the hotel $389.52 with their charge card and kept the remaining $369.77, which supposedly included $263.67 taxes supposedly paid to the state.I thought all along I was dealing with the national reservations desk for ********. I would not have dealt with an outside travel agency. The agent gave false information all along.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: 22147771
I am rejecting this response because: What kind of response is that "we are looking into your reservation?" I want a reduction in the money they took to reserve the room at twice the amount charged by the hotel. A comment that we will return some of the money you paid is what I expect to hear, not we are looking into your reservation.
Sincerely,
***** *****Business Response
Date: 09/06/2024
Hello!
I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will update you.
If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 09/09/2024
Complaint: 22147771
I am rejecting this response because: no concrete results are provided, simply a notice that we are still looking into the complaint. I am expecting a notice that a partial refund near to the amount overcharges is being provided.
Sincerely,
***** *****Business Response
Date: 09/10/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $80.00 has been issued back onto the card used to initially purchase your reservation. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 09/11/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $80.00 has been issued back onto the card used to initially purchase your reservation. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 09/15/2024
Complaint: 22147771
I am rejecting this response because: The company provided insufficient refund. Note that the company representative asked for a direct response from me if I had any more concerns. I sent the following email in response to her request, and I have yet to receive any further response.Ms. *********,
I have received your recent offer of $80.00 in response to my BBB complaint against your company. As a result of your request to contact you directly if I were not satisfied with the $80 offer, I am taking you up on your kind offer to interface directly with you before I indicate to the BBB how the complaint has been resolved.Please note that your company charged me $759.59 for a hotel charge of $389.52, a difference of $370.07. Thus you can see $80.00 is inadequate for such a massive overcharge.
Note that ******, your company representative, implied he was with the ************************** when he said he was contacting "the front desk" and that my charge would be much more than the amount he suggested ($759.59). He indicated this was a good deal as opposed to what I would have to pay if I went to "the front desk". Although I thought at the time that this charge was ridiculously high, we were attending a family funeral service, and I feared that perhaps all hotel rooms were high in the ********* area. So with the urging of ****** to sign off on the charge, I agreed.
Imagine my great displeasure when I learned at checkout that the hotel only charged your company $389.52. Our cousins also told us they had contacted the hotel directly, and they had paid in the 300's for the same room, possibly $389.52.
I'm not even sure how I got involved with your company. As I indicated earlier, I had assumed I had contacted the ************************************. ****** never mentioned that he was a representative of an independent resort-planning company.
Most hotel reservation agencies, such as ********* or *************, get a rebate from the hotel for rooms reserved through its services. I certainly would never have dealt with a firm that costs almost 100 percent more than the hotel charge. I would think that a total refund of $330.00 would be fair and adequate, thus allowing your company a 10% profit over the hotel charge.
Please respond with your agreement as quickly as possible so that I can alert the BBB that our dispute has been resolved amicably. Thank you for your consideration.
Sincerely,
***** *****Business Response
Date: 09/25/2024
Greetings *****,
Thank you for your patience! I am pleased to inform you that a refund of $80.00 has been issued back onto the card used to initially purchase your reservation. 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 a full 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,
******* *********Customer Answer
Date: 09/29/2024
Complaint: 22147771
I am rejecting this response because: The business owner claims the hotel is responsible for my refund. Note that the hotel Residence Inn has received its full and complete payment from the original amount I paid to the business. The hotel received $389.52 paid via a credit card provided by the company that received $759.29 of my payment. I am not complaining about the $389.52 that the hotel received. I consider the business between the hotel and me to be finished. However, I resent the greatly unfair charge of $369.77 to simply "reserve" the room. This amount had nothing to do with the Residence Inn and was held by the business. Note that in my original telephone conversation with the business representative, he never told me he represented a third company making reservations with the hotel. To me he implied he was a national reservation clerk of the hotel chain, an unfair and possibly illegal tactic to defraud customers. The business has refunded to me a token amount of $80.00, and I appreciate that small amount. My concern is with the remaining $289.00 of the excessive charge. I offered for the business to retain 10% of their charge of $369.77 or $37 profit for their effort in making the original reservation. Thus I require an additional refund of $252.77. Again this is not a matter for the Residence Inn, but rather an exclusive concern of the business. I cannot be satisfied until I receive a much larger refund than the $80.00 provided so far.
Sincerely,
***** *****Initial Complaint
Date:08/14/2024
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.
Was making a reservation to ******************** in *******, **, using HotelPlanner online. After selecting room it required me to confirm without showing the total cost. After confirming it showed the total which included a $66.70 tax and fee which was nearly 50% of the room rate. I immediately cancelled but then was charged a 25% cancellation fee. The fact that it did not show the amount of the fee until after confirming is very deceptive and in would never had made the reservation if I would have been aware of it. Requested a full refund since I cancelled the reservation within a few minutes of making the reservation.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: 22144056
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:08/14/2024
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.
Made a hotel reservation H7435733 9/30/2023 for Cobblestone ******** Wi for July 25th - July 28th, 2024, and was charged to my credit card $821.12 on October 1, 2023. I arrived at the hotel on July 25th and discovered there was no reservation. In research I learned the reservation had been cancelled and I had not received any notification of this cancellation or a refund to when it had been cancelled. *********** called the vendor to help resolve to receive a credit. I had received an e-mail on July 26th. at 9:02am from ************************* responding that my refund is being processed. It can take up to 10 business days for the credit to appear on my bank card and I will receive a text message. The e-mail was signed by a ************** Hotel Reservationist. I did not receive a text of credit to my bank card. I sent two e-mails with no response and called several times and have only been told this will be escalated. I asked for a supervisor to return my call and no returned call.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: 22143187
I am rejecting this response because: I'm requesting a full refund on a service that had not been provided.I feel their response is only delayed tactic.
Reservation had been canceled without my knowledge and received no refund received.
I received an email in July I was to be receiving a refund which has not happened.
I had called and was informed I was receiving a refund and still no return of funds.
I'm simply looking for returned funds for no service provided as agreed.
Sincerely,
*************************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 $821.12 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: 09/07/2024
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:08/14/2024
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 7/25/24, i called ******** in ********, IL to reserve a room for my son (*****) and his fiance. I was routed to their ************* service instead. (This is a common thread in many of ** complaints.)I prepaid for 2 nights 7/25-7/26 ($312.69). Also paid refund protection cost ($24.50).There was a family emergency and we had to return to ******* after staying one night. I've contacted ** 4 times. Each time their cust service replied that the refund would come in 10 days. Last contact said mgr had "manually" processed refund of $144.10. Still no refund. After the 4th call (and reading other complaints), it seems that the ** staff practices a pattern of willful incompetence when faced with issuing a refund. I will be sending this same complaint to their CEO, ************************* immediately (via LinkedIn) after filing this complaint. C'mon ** people! It's $144.10! It shouldn't have to come to this. Here is the first email response on 7/29:************************* (BUWP) (Lodging Support)Jul 29, 2024, 12:10PM EDT Dear *****, This response is related to your reservation for Itinerary # H8954583 . 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. Should you need any further assistance, please do not hesitate to contact us. Sincerely, ************Travel Reservations SupportBusiness 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: 22141531
I am rejecting this response because: the response was clearly an automated reply regarding my "reservation"(?). I purchased refund protection on a 2 night prepaid stay and I am owed a refund of $144.10. Thanks.
Sincerely,
***************************Business Response
Date: 09/06/2024
Hello,
Thank you for your patience! I am pleased to inform you that a partial refund of $156.34 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: 09/10/2024
Better Business Bureau:
Although the incompetence of Hotel Planner cust service is evident throughout this process ("allow 7-10 business days"), I suppose 40 days later is better than never. 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:08/14/2024
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 sister and I are attending the ************* to be held in ********, ****** the weekend of October 4th through the 6th, 2024. I made a mistake by booking a room at the Courtyard by *************************** on October 11, through the 13th. I remitted a payment of over $500.00 for those 2 nights. I contacted the number listed in ****** **************, thinking I was contacting the hotel directly. I just wanted to change my hotel accommodations to the correct dates. I learned that I had to cancel and use another credit card to book again, that I would not be refunded I am really disheartened. Losing over $500.00 is not a great feeling when I just want to rebook my stay.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
My baby cousin passed away on August 15, 2024, from cancer, which was one of the stipulations on receiving a refund. The company sent a voucher so that I could make arrangements for the correct dates to participate in the Leukemia Walk, first week in October. There is a credit of funds but I couldn't focus on the excess at that point, just grateful I had the proper accommodations for that weekend. I also filed a grievance with my credit card who took action and refunded me $500.99. None of this would have occurred if the company would have initially just rebooked my stay for the correct dates. They were already paid. I understand that this is their way of making money, but perhaps the company needs to reconsider human error. I purpose to make restitution for whatever I owe to the hotel I am presently booked for.Customer Answer
Date: 09/11/2024
Complaint: 22140312
My baby cousin passed away on August 15, 2024, from cancer, which was one of the stipulations on receiving a refund. The company sent a voucher so that I could make arrangements for the correct dates to participate in the Leukemia Walk, first week in October. There is a credit of funds but I couldn't focus on the excess at that point, just grateful I had the proper accommodations for that weekend. I also filed a grievance with my credit card who took action and refunded me $500.99. None of this would have occurred if the company would have initially just rebooked my stay for the correct dates. They were already paid. I understand that this is their way of making money, but perhaps the company needs to reconsider human error. I purpose to make restitution for whatever I owe to the hotel I am presently booked for.
Sincerely,
********************************Business Response
Date: 09/16/2024
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: 09/18/2024
Complaint: 22140312
I am rejecting this response because: I've learned a very valuable ****** with regard to ensuring I am on the correct site. My monies have been returned by my credit card, therefore the company can cancel the current reservation. I no longer want to hear from said company.
Sincerely,
********************************Initial Complaint
Date:08/13/2024
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 6/23/24 ************************* booking listed on my phone in ********, MT, (phone was listed as ******** area code) and ended up with a person who represented them selves as Front Desk at the hotel. I asked for a room and he said "We have 1 room left and it is $332.23". After driving down from ********, ID and very tired I said I would take it. Called my wife and found I wasn't talking to Best Western at all! Called back and told them I wanted my money back and was told they would see what they could do. My wife filled out all required on-line paperwork immediately and submitted it. What showed up in the original booking said the cancelation time had expired on 06/22/24 which was the day before I made the reservation. I had bought cancellation insurance from ******** who said we would get a status update within 5 days. That was over a month and a half ago and still no word. I had rebooked for half the price at the same place through the REAL Best Western website for same time and date since the cancellation should have gone through- this bonified hotel had many rooms left. This interceding business falsely represented themselves as the front desk of BW even used the term "front desk". Please stop them from ripping off the public, this is blatant abuse and FRAUD! They were untruthful about representing the front desk, availability of rooms and have not refunding to us as their Protecht refund Protection plan Number stated (number is available).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: 08/31/2024
Complaint: 22137433
I am rejecting this response because: this is the same comment they made originally over one month ago and Protecht promised us the same thing. This company is not legitimately representing itself, does not respond in a timely or responsible manner, and this behavior appears to be a ploy to delay proper refund in this single case, of over $300 dollars. This makes the businesses (hotels) they deal with look unsavory and that they should not be trusted (lies: stating no other rooms available, saying they have checked with their front desk, using the hotel logo etc). This is scandalous for legitimate businesses and the public just wanting to know honest rates and availability. This type of dishonest behavior hurts everyone and the community.
Sincerely,
***** *******Business Response
Date: 09/13/2024
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. 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: 09/17/2024
Complaint: 22137433
I am rejecting this response because: The business cancelation policy stated that they had a 24 hour cancelation but it began the day before we made the reservation
Sincerely,
***** *******Business Response
Date: 09/24/2024
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. 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,
******* PlanellesBusiness Response
Date: 09/24/2024
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. 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,
******* PlanellesCustomer Answer
Date: 09/28/2024
Complaint: 22137433
I am rejecting this response because: The hotel in question is not responsible for the actions of Hotel Planner and its false representation of actually being on the property as hotel staff! I will also be in contact with the ******************************** on this matter.
Sincerely,
***** *******
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