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.
- 652 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:08/07/2024
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.
Hotelplanner.com booking#H8303368 For KC stay 7/30-8/2/24 ********** stay was falsely advertised as a comfortable stay with breakfast provided. The actual place was a nightmare and did not match pictures provided. There was supposed to be breakfast and that was not provided. Also advertised as smoke free. The entiren place and bedding stunk of smoke horribly. Hotel planner sold falsely represented this place as safe. It was not. Or we did not feel safe here. The add for this hotle should be revised.
Business Response
Date: 08/20/2024
Dear *****,
Thank you for bringing this to our attention. We sincerely apologize for the issues you experienced during your stay, we take these concerns seriously and will be reviewing the listing to ensure accuracy.
Please let us know if there are any additional details youd like to share so we can address them with the hotel directly. We value your feedback and appreciate your understanding as we work to improve our services.
Best regards,
*********************************
**********************************************************Customer Answer
Date: 08/21/2024
Complaint: 22109181
I am rejecting this response because: I expect a refund. We only stayed 1 night out of 3 and want the 2 days not used refinded
Sincerely,
*************************Initial Complaint
Date:08/07/2024
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.
Made online reservation for two nights for a hotel on what I thought was a ****************** in ******* using the hotel .com address. Turns out hotelplanner.com uses internet bandit practices to intercept online reservations like mine without any prior knowledge given to the user. Bottom line here is what should have been a charge for two nights and fees should have totaled $420 but when booked ended up totaling $710 for the rooms, hotelplanner.com markup and bogus pre cancellation insurance. When I found out I could have paid $189/night from the actual hotel after calling I contacted hotel planner.com and was told I could caccc we l but would have tp pay a nights rate at $289. These are unscrupulous businesses. Buyer beware!Business Response
Date: 08/20/2024
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:08/07/2024
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.
Date: 8/2/24 Hotel Reservations at ***********, ***********************************. I was told the amount for the night reservations would be $134.10. When I get the confirmation letter it shows a charge of $20.13 for Global Privileges benefit bundle and Tax ************** of $102.78 for a total on my card for $257.01.Business Response
Date: 08/19/2024
Good Afternoon ******,
I have some exiting news to share with you! I am pleased to inform you that a full refund of $257.01 has been issued back onto the card 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 **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 09/03/2024
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,
****** OrangeInitial Complaint
Date:08/06/2024
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 the Hampton in ************ KY for 08/9-08/11/24. I am unable to go on the trip due o having Covid. I have tried to call to cancel the reservation but the numbers on the website hang up or I get the runaround from the agents. The website isn't any better due to the fact nothing will load when the information is given. I just want a refund for a trip I am unable to take.Business Response
Date: 08/19/2024
Hello *******,
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:08/06/2024
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 July 23 2024, I booked with Hotels.com at the Village at ***************. The email from Hotels.com stated that they had made a reservation, but that I needed to call to confirm the reservation. I called the number and it was the reservation line at hotelplanner.com. The customer service was extremely rude and told me that I did not have a reservation, and if I would have just called him, I would have a reservation. I pressed him to check their system and he said that he already knew because it would have come up with the phone number that I called in with. At that point, I knew the hotel was almost full, so I called that number back and made a reservation with hotelplanner.com. When I arrived at the Village and ***************, the manager informed me that I had 2 reservations. The initial hotelplanner.com *** had either lied or was too lazy to check the system. Anyway, the manager agreed to refund the second reservation amount, but it had to go through hotelplanner.com. I made the phone call to hotelplanner.com help desk and they assured me that they had processed the refund. They said they would email me a voucher for the amount of the reservation. It's been 3 weeks now, and they have not sent the voucher. Each time I reach out to their customer service, I am told that it is on the way or to check my SPAM folder. Finally I got them to say they were sending the voucher to the wrong email and then they said they had to open a ticket internally to change my email. They finally informed me this had been done, and to expect the voucher. I have still not received the voucher and cannot get a response from their customer service.Business Response
Date: 08/19/2024
Hello *****,
I come bearing happy news! I am pleased to inform you that a full refund of $652.59 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 **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 08/21/2024
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:08/06/2024
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 contact the Mystic Hilton or Hilton reservation line to book rooms. I accidently contacted hotel planner. They DID NOT identify themselves as a third party site but rather lead me to believe to was speaking with the Hilton reservation line. I was trying to book 4 rooms for a family vacation. I was quotes 3500. The man on the phone told me if I paid in full i could have FREE cancelation up until 9/4/2024. I said ok lets do it. I asked the representative to confirm the amount being charged to the card and he said 3500. I get off the phone, check my confirmation email that was NOT from the hilton. I was charged $5627 and the cancelation policy listed in the email now stated that i would only get a partial refund if canceled. I called back and immediately canceled the reservation 10 mins after it was made. I demanded a full refund as i was lied to and misrepresented. They put it in for "review" and have determined that I will get NO REFUND AT ALL! they are only offering me a voucher for the amount of $5627. This is not what I agreed to pay. I would like a refund. I did not use the services i do not think my request is unreasonable. This will put my family in financial hardship and I have two small kids. The original price of 3500 was affordable as this was 4 rooms being split between 4 families. When you call to complain no one helps you and they are denying me a refund. I was mislead on the phone to believe I would get a full refund if paid in full, the email claims I will get a partial refund, yet I am being given nothing. I hope you can pull the call and see how i was taken advantage of. I DID NOT AUTHORIZE A CHARGE OF 5627 ONLY A CHARGE OF 3500 and i was mislead to beleive it was fully refundable if canceled by 9/4. I believe the representatives make commission off of their sales. I did put in a charge back request with **** and it is being reviewed. However, I want the BBB to see how they are doing business.Business Response
Date: 08/19/2024
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: 08/21/2024
I received an email that I would be better a refund but have not received it. I dont understand how they can say they are working on my reservation. It was already canceled 10 minutes after I booked it when I realized I was scammed!Customer Answer
Date: 08/21/2024
Complaint: 22100659
I received an email that I would be better a refund but have not received it. I dont understand how they can say they are working on my reservation. It was already canceled 10 minutes after I booked it when I realized I was scammed!
Sincerely,
*************************Business Response
Date: 08/29/2024
Greetings ******,
We greatly appreciate you giving us the opportunity to review this for you! I am excited to inform that a full refund of $5,627.92 has been issued for a reservation #H8999459, along with a full refund of $5,627.92 for reservation #H8999452 . Please allow 2-10 business days for the refunds to be visible to you! If you have any further questions or concerns, please don't hesitate to reach out to me personally at **************************************************!
Kindly,
*****************************;
Initial Complaint
Date:08/06/2024
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.
Date of booking: 05-24-24 I had to cancel my hotel reservation due to a family emergency. Only a small portion was eligible for a refund and the remaining balance could be used for a future stay somewhere. Email after email was written asking for this voucher they promised and nothing was tendered. I filed a dispute with my credit card company, and now this business is telling me that unless I remove the dispute (I already have and sent them proof of such) no refund of any kind can be given. This company has had ample time to review all the documents I have sent in. These business practices are unbecoming for a company of this size and stature. I am filing this complaint in hopes that they will refund the entire balance and take a hard look at how they are treating people and their hard earned money.Business Response
Date: 08/19/2024
Hello,
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: 08/21/2024
Complaint: 22099700
I am rejecting this response because:The company has had ample time to rectify the situation, and yet still continues to tell me and the BBB that they are working on it.
Sincerely,
****** *********Business Response
Date: 08/29/2024
Greetings ******,
Thank you for your feedback! I am pleased to inform you that a refund of $297.56 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
Customer Answer
Date: 08/30/2024
Complaint: 22099700
I am rejecting this response because: The amount due for a refund is: 395.87Your company continues to do wrong here. You quoted ****** as a refund but what was actually refunded was only ******. Why are there so many discrepancies here *******?
Sincerely,
****** *********Business Response
Date: 09/09/2024
Greetings ******,
Thank you for your feedback! I am pleased to inform you that a refund of $297.56 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,
******* PlanellesCustomer Answer
Date: 09/11/2024
Complaint: 22099700
I am rejecting this response because:The amount due to me is NOT $297! The amount due to me is: $395.87
Please pay this amount at your earliest convenience.
Sincerely,
****** *********Business Response
Date: 09/13/2024
Good Evening ******,
Id love to help clarify! Please be advised the hotel has only approved a partial refund, 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!Kindly,
******* Planelles
Customer Answer
Date: 09/18/2024
Complaint: 22099700
I am rejecting this response because:I talked to the hotel when I cancelled the reservation and they told me that a refund amount was clearly up to Hotel planner. There seems to be a lot of confusion between the hotel and your business, and this is what's so frustrating about all this! You may contact ****** (Aquarius Casino Host) to get this refund resolved.
Sincerely,
****** *********Business Response
Date: 09/25/2024
Good Evening ******,
Id love to help clarify! Please be advised the hotel has only approved a partial refund, 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 please reach back out to me personally!Kindly,
******* PlanellesBusiness Response
Date: 09/25/2024
Good Evening ******,
Id love to help clarify! Please be advised the hotel has only approved a partial refund, 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 please reach back out to me personally.Kindly,
******* Planellesno additional refunds will be issued for this guest!
Customer Answer
Date: 09/27/2024
Complaint: 22099700
I am rejecting this response because:I gave you a name at the hotel! Why are you responding with the same response, are you a bot or AI? Not cool, and why I will continue to disgrace your company for years to come.
Sincerely,
****** *********Business Response
Date: 10/03/2024
Greetings ******,
I'd love to help with your reservation! To best assist you please provide me with the name of the person at the hotel who approved the full refund, please feel to send it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
******* *********
Initial Complaint
Date:08/06/2024
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 24, 2024 I made a reservation for July 25th-27th and in total I paid $224.34. Upon arriving at the hotel, they had to cancel our reservation due to unforeseen circumstances, so naturally I canceled the reservation and awaited my refund. The same day, I received an email saying that instead of getting my money back, I would receive a voucher in lieu of any refund request. I have made multiple phone calls to multiple numbers and I have yet to seen a single email regarding my refund (besides the email about the voucher).Business Response
Date: 08/19/2024
Dear *******,
Thank you for bringing this matter to our attention!
We have reviewed your case and can confirm that a full refund of $224.34 has been processed to your original payment method. If there's anything else we can do to assist you further, please don't hesitate to reach out to me personally at **************************************************
Best regards,
*********************************Initial Complaint
Date:08/05/2024
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 have been trying since last week to get my money back from this place. I was told that I could cancel my reservation and now they will not cancel it and keep saying that they are escalating the matter. They are also going to charge me 30% fee for canceling I thought that I was booking through the hotel and have no clue how I ended up with them. I booked two rooms. I have told them several times to just keep the 30% but to refund the rest of my money. Every time I call, I get the same answer.Itinerary Number:H8265230 Status:Confirmed Guest Name:************************* Rooms:1 room for 1 night Check In:October 2, 2024 (Wed)Check In Time: 3:00 pm - 1:00 am Check Out:October 3, 2024 (Thu)Check Out Time: 11:00 am Hotel:*********** ********* ****** ***************************************************************************** ************************ ************* Total:$287.88 USD (prepaid) Itinerary Number:H8265204 Status:Confirmed Guest Name:************************* Rooms:1 room for 1 night Check In:October 2, 2024 (Wed)Check In Time: 3:00 pm - 1:00 am Check Out:October 3, 2024 (Thu)Check Out Time: 11:00 am Hotel:*********** ********* ****** ***************************************************************************** ************************ ************* Total:$274 USD (prepaid)Business Response
Date: 08/19/2024
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,
*********************************
Brand Ambassador
**************************************************Customer Answer
Date: 08/21/2024
Complaint: 22097437
I am rejecting this response because: I still have not received my money back from them. I check every day and they said it would be refunded. Please I just want my money that I work really hard for.
Sincerely,
*************************Business Response
Date: 08/31/2024
Good Afternoon ****,
Thank you for your patience! I am pleased to inform you that a refund of $265.33 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Business Response
Date: 08/31/2024
Hello,
Upon taking a deeper look I see that a refund of $252.53 was also issued for reservation #H8265204, 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:08/05/2024
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 had made a reservation in June 2024 for the dates of 07/12/2024 to 07/14/2024 at Super8 in **************, Tx with HotelPlanner.com at **************. I called back and cancelled the reservation the same date. I did not want the hotel voucher. I wanted the charge to come off my credit card. The amount is $285.40. I been calling them since June 2024 with no success. I also called them today. They keep giving me the run around. Each person I talked to keep giving me different information. I have talked to so many persons. The iternary number is *******.Business Response
Date: 08/19/2024
Greetings,
Thank you for your response and 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 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: 08/21/2024
I called my cardholder and they have turn a claim on HotelPlanner.com. They also applied of $285.40 on my credit. They are going after HotelPlanner.com. Thanks for your assistance.Customer Answer
Date: 08/23/2024
Complaint: 22094186
I called my cardholder and they have turn a claim on HotelPlanner.com. They also applied of $285.40 on my credit. They are going after HotelPlanner.com. Thanks for your assistance.
Sincerely,
*********************************Business Response
Date: 08/31/2024
Good Afternoon,
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. Please send this to my personal email at *******************************************************;and I'd be more than happy to escalate your reservation!
Kindly,
*****************************;
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.