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:08/04/2024
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.
We were suppose to be booked at the **************** in the historic inn. Told them at least 3 times we did not want the motor and said we were in the historic building. Called to confirm and found that we were booked in the motor lodge which is less money. Then failed to book us where we requested and was told and received an email that wed receive a refund in 5-7, maybe up to 10 business days. Its been at least 14 business days. *** filed a complaint with our credit card company. Ive called at least 3 times and they tell me theyre going to expedite it. Its close to $500.00 and Im questioning if they intend to refund us at all.
Business Response
Date: 08/20/2024
Good Afternoon,
I'd love to help! I am having a hard time finding your reservation with the information provided. Please reply with the itinerary number beginning in H for your reservation, you could also escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
*********************************
Customer Answer
Date: 08/25/2024
The dispute has been settled. They reimbursed us the full amount for the wrong booking. Hope we didnt inconvenience you. It took a lot of phone calls and emails but were satisfied with the end result. Thank you for responding.Initial Complaint
Date:08/04/2024
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.
The transaction happened 8/3/24 I paid $737 for a hotel room which I tried to cancel within 30 minutes after booking. I was misled by the sales agent. They told me that this was the last room available, which I later found out was not true. When explaining the cancellation policy, the agent spoke so quickly with a thick accent that I didnt understand what they were saying. I asked several times for them to repeat the terms because I couldnt understand what they were saying. As far as I could understand, there was no cancellation protection offered but I received an email stating that I declined this protection. I later discovered that there were many rooms available at a cheaper price and every person that called for this room was offered a different price. When I called 20 minutes after booking, to request a refund for a purchase made under false claims and omissions, I was told that they would only refund half of my money. I tried to talk to a representative before canceling but my order was cancelled by a teleprompter before I confirmed the cancellation. The teleprompter asked me to confirm the cancellation and I said NO! but the reservation was still cancelled. They also recommend cancellation rather than rebooking, likely because they know they will get paid even more if you cancel and rebook. This company is misleading to the point of fraud. They are making profit by impractical and unethical cancellation policies.Business Response
Date: 08/12/2024
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: 08/26/2024
Complaint: 22089299
I am rejecting this response because: The company hasnt resolved anything. The response didnt even address any of my complaints.
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 $737.10 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:08/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation on July 25. I called the next day to cancel as the reservation confirmation was wrong and they made it non refundable when I specifically asked for refundable. I have called 4 times now. They said they were canceling reservation but only gave me a voucher for half the money. Called again and there is a ticket in for full refund. I do not trust they will refund in full. This is a fraudulent transaction. I want my Dicover card refunded the amount.Business Response
Date: 08/12/2024
Hello,
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: 08/26/2024
Complaint: 22087350
I am rejecting this response because I have contacted hotelplanner at least 6 times. Each time I am told they are " putting in a ticket".The only time I got a response the person told me they were refunding me the amount. I then get an email with a voucher for half of the amount.
I initally made tge reservation specifically asking for refundable. It was not. It was also for 1 person and a $ 400+ charge for taxes
This was a reservation for February. I have not even stayed at the hotel and you have billed ****** can refund my credit card. I will not remove the dispute as I stated before I get nowhere with anyone I talk to. This is ridiculous that you want to charge me $1252 for an incorrect reservation.
And sending me a voucher for 1/2 the amount is also ridiculous.
Sincerely,
****** ******Business Response
Date: 09/03/2024
Hello ******,
Thank you for your response! I am seeing you replied to my message but I am not seeing the message, therefore I can't see if you provided information to close the dispute early. Please send this information to me personally via email, my email is *********************************** I look forward to hearing forward from you!
Kindly,
******* *********
Customer Answer
Date: 09/04/2024
*******,
Last evening I sent 3 email messages to your address you provided. I have not heard back from you. Again I am including the original cancelled reservation. The voucher for half the amount issued and an email today from Home 2 Suites showing they did cancel the room and waved any cancellation fee. They stated they did not receive any payment for the room.
The reservation was for Feb 2025. I have not even stayed in the room.
I had an incorrect reservation made and it was made non refundable when I specifically asked for refundable.
One of the numerous times I called the person taking my call said they would cancel my reservation and refund my money. They cancelled the room but, gave me a refund in a voucher for half the amount of money. So I am out have of $******* if I were to use the voucher.
All I am asking is to refund my credit card the *******. No voucher. I have not removed the dispute but, will be glad to once you state you will refund my card.
Please see attached documents.
Thank you,
****** ******
Customer Answer
Date: 09/06/2024
Complaint: 22087350*******,
Last evening I sent 3 email messages to your address you provided. I have not heard back from you. Again I am including the original cancelled reservation. The voucher for half the amount issued and an email today from Home 2 Suites showing they did cancel the room and waved any cancellation fee. They stated they did not receive any payment for the room.
The reservation was for Feb 2025. I have not even stayed in the room.
I had an incorrect reservation made and it was made non refundable when I specifically asked for refundable.
One of the numerous times I called the person taking my call said they would cancel my reservation and refund my money. They cancelled the room but, gave me a refund in a voucher for half the amount of money. So I am out have of $******* if I were to use the voucher.
All I am asking is to refund my credit card the *******. No voucher. I have not removed the dispute but, will be glad to once you state you will refund my card.
Please see attached documents.
Thank you,
****** ******
Sincerely,
****** ******Customer Answer
Date: 09/07/2024
To BBB,
I am writing again as I have had no response from you or HotelPlanner.com. ******* ********* requested that I email her directly which I did. She said she saw I responded and could not read the message. No response at all.
To recap. I called Home2 Suites to make a reservation for February 2025. Unbeknownst to me I reached a booking agency. (On reviews of HotelPlanner.com others have stated the same thing happening to them) I specifically asked for a refundable room for 2 people for Feb 8th-11th. I saw my email confirmation and it was for 1 person , non refundable , hearing accessible room. All incorrect.
The first phone call I made after the reservation I said that reservation was incorrect. The person on the phone would not do anything. The 2nd phone call the person that I talked with said he was cancelling my reservation and refunding my credit card. I then look at the email confirmation for that. It said it was cancelled and a voucher was issued. The voucher is for half of the $1252.35. I never agreed nor was told of any voucher. Why would a reservation be cancelled and half the money returned? I'm supposed to give them half the money? And I really don't trust the voucher.
Attached are the "voucher" emails. The other attachment came from Home2 Suites in ******* showing the cancellation, fee waived and also told me that the hotel had not received payment for anything.
There are numerous complaint reviews online about this company with stories exactly like mine. Please make sure HotelPlanner.com sees this message. I realized you are to work with myself and the company to come to a resolution but, I truly believe they need to be investigated for fraudulent practices. They have $1252.35 of mine and refuse to do the right thing and return it.
Thank you,
****** French
Business Response
Date: 09/10/2024
Greetings ******,
I have recieved the email you send to me personally, but there was not image attached showing the dispute has been closed. Please provide me with the documentation showing that the dispute has been closed and Id be more than happy to escalate your reservation!
This is what needs to be included in the dispute closed letter:
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 disputeKindly,
******* Planelles
Business Response
Date: 09/10/2024
Guest and I was working via email to get this resolved!Customer Answer
Date: 09/11/2024
Complaint: 22087350
I am rejecting this response because: I get the same form letter from them about settling the dispute and they will " escalate " my reservation. I don't want escalation I want the amount billed to my credit card refunded. They do not guarantee that will happen after I drop the dispute.I have not stayed in this hotel. The hotel has received no payment and the reservation is cancelled. Hotel *********** has $ ******* of my money for nothing. There are numerous bad reviews online about this company. Same situations.
They cancelled an incorrect reservation and issued a voucher for half the amount. I do NOT trust this voucher.
How many times do I have to explain this and include screenshots?
They have fraudulently billed me.
Fix it now.
Sincerely,
****** ******Business Response
Date: 09/13/2024
Good Evening ******,
Id love to help with your refund! Please provide me with the information showing the dispute has been closed and Id be more than happy to further assist you with your reservation. I look forward to hearing back from you!Kindly,
******* *********
Customer Answer
Date: 09/17/2024
Complaint: 22087350
I am rejecting this response because:*******,
Good morning. If you go ahead and refund the entire amount to my credit card I will gladly remove the dispute & BBB complaint.
This has been going on since July. I do not understand why you cannot refund the money.
If I remove the dispute I feel I will be given the same runaround that I gave been given the entire time.
Please refund my credit card & let's be done with this. Your company is not out any money as the hotel has not been paid. If I need to talk to someone higher up please put me in touch with them
Thank you,******
Customer Answer
Date: 09/20/2024
So BBB is saying to close the credit card dispute?
I'm not comfortable doing that. I don't trust this company to refund my money if I do. I did get the response saying they would like to help with my refund. But I am not sure that will happen if the dispute is removed. Until I filed a complaint and have made numerous phone calls & emails I got nothing but a runaround.
This started in July and I am still out a significant amount of money for nothing.
There are numerous bad reviews and stories like mine about hotel planner.
Please explain why I should close the dispute?
My sister lives in ******. She went to their offices on ***********. There is no 10th floor ( their listed address) and no one to talk to. This is not a reputable company.
Customer Answer
Date: 09/21/2024
Here is another PDF from the Home2suites emailed to me. This is the reservation made through
Expedia by Hotelplanner.com. It shows that is cancelled and no money was paid.There is no reason I cannot be refunded.Customer Answer
Date: 09/25/2024
Attached is the documentation of the Discover dispute being settled. I would think this would be sufficient to issue my refund.
Thank you,
****** French
Customer Answer
Date: 09/25/2024
Complaint: 22087350Attached is the documentation of the Discover dispute being settled. I would think this would be sufficient to issue my refund.
Thank you,
****** ******
Business Response
Date: 09/26/2024
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $ 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: 09/26/2024
I received this text today. Once my refund is posted I will consider this resolved.
Thank you,
****** French
Customer Answer
Date: 09/26/2024
Complaint: 22087350I received this text today. Once my refund is posted I will consider this resolved.
Thank you,
****** ******
Sincerely,
****** ******Initial Complaint
Date:08/03/2024
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 September 3, 2023 made a hotel reservation at *******************************, ******************************************************************************************************************** using WWW.Hotelplanner.com. The reservation was for the dates of July 24 and July 25, 2024, The charge was paid using Master Card in the amount of $1,168.56. Upon arrival at hotel we were advised there was no reservation in either my name or my wife, *****************************. We immediatley contacted Hotel planner and spoke a representative who confirmed there was a reservation in their system under itineray #H7321620. The Hotel Planner rep. spoke directly with the assistant manager at the hotel and was unable to resolve the issue. The hotel was able to accommodate us but we had to pay additional money for the total cost of the room. The representatives at ************* appear to be giving us the run around when we demanded full refund of our payment of $1,168.56Business Response
Date: 08/12/2024
Good Evening,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a voucher for $1,168.56 has been issued to you.
To make use of your credit (voucher), you can do it through our website, *********************************** or directly by calling our customer service lines at ************** or **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. Remaining amounts of $50 USD or greater will be reissued in a new voucher to be received via email. You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 08/13/2024
Complaint: 22086862
I am rejecting this response because: We will only accept a full cash refund in the form of a check payable to ***********************, **********************************************, in the amount of $1,168.56.
Sincerely,
***********************Initial Complaint
Date:08/02/2024
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.
7/18/24 I booked a hotel room through what I thought was the hotel, but was some type of scan site that charged me over $100 of what was shown when I booked, they added some insurance I didn't sign up for and then when I saw how much was taken out of my account called and tried to cancel so they tried to give me a voucher, which was not even the amount they charged me. After calling them several times, I was told I was getting a full refund and it should arrive to my bank account within ***** business days, and is been more than that long. When I try to call the company, they just say the exact same thing, that they will email their escalation team, but I still have not received a refund, and I see on your site that this has happened to many many people with this company!Business Response
Date: 08/12/2024
Good Evening,
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: 08/14/2024
I got an email saying that I'll have a refund within 10 business days, which should be by Friday 8/16/24. The email also said I should get a text, which I didn't receive. I will update on Friday, whether or not I received my refund that they said they would give me the full amount.
Customer Answer
Date: 08/14/2024
Complaint: 22083770
I am rejecting this response because: their response was very vague and they sent me an email stating I would have a refund within 10 business days, but that deadline is in 2 days, and I'm not showing any pending deposits, so I'm doubtful they did what they said they would.
Sincerely,
*******************Customer Answer
Date: 08/24/2024
This is the email response I got from them on Aug 3. I still haven't received my refund or a text or other communication from them. I still want my money back, can you please help me further?Business Response
Date: 08/29/2024
Good Afternoon ****,
I have exciting news to share! I am happy to inform you that the voucher has been cancelled and a full refund of $314.64 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. Please don't hesitate to reach out to me at ********************************** if you run into anymore questions or concerns!
Kindly,
*****************************;
Customer Answer
Date: 08/29/2024
Complaint: 22083770
I am rejecting this response because:I am doubtful I will get the refund since they've told me this same message several times since this whole fiasco started. I want to keep this complaint open and will report back after 10 business days whether or not they followed through this time, unlike the other times they told me this exact thing.
Sincerely,
*******************Customer Answer
Date: 09/06/2024
I did receive a refund finally, but this is a total scam, bewareInitial Complaint
Date:08/01/2024
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.
Narrative attachedBusiness Response
Date: 08/12/2024
Good Evening,
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: 08/26/2024
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. It is troubling to me that checking into bookingonline.com / hotel planner.com have had so many complaints to the BBB regarding its policies on refunds has not learned to be more open and transparent about just what its Refund insurance covers or falls to cover. Also if they had a customer service line with someone to contact. Not an internet type a message and we will call you back, where they do not call back approach.I did receive a full refund, both the insurance and hotel payment, in full and conceder this transaction closed.
I'm thank for the BBB once again coming through.
Sincerely,
*********************Initial Complaint
Date:08/01/2024
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.
June 19, 2024, I thought I was making a reservation through a Best Western location, but it was a third party group. The phone number even had a local area code. The representative I spoke with had a very heavy accent and I did not realize she was saying this was a "pre-paid" reservation. I received a bill from my credit card company on July 16, 2024 for $526.48. I called the company and told them I have never had to pre pay for reservations, but the gentleman (another heavy accent) told me I had agreed to this in June. I cancelled my reservations (which were not until September) and they issued a $263.24 refund, but my credit card still has a balance due of $263.24. They are trying to keep a penalty of one night's charges for each room reserved. So, I called again, and a young lady that I could understand told me she would submit another ticket for the balance of the charges, but so far nothing has been reversed. I contacted the hotel where we planned to stay and they are fine with the cancellation since the reservation is so far into the future with no penalty. I have tried to call hotelplanner several times, since, but only get a recording each time. I feel like these people, hotelplanner.com, take advantage of people with their outlandish penalties for cancellations. I would like the charge removed from my card, since I would in effect be paying $263.24 for nothing.Business Response
Date: 08/12/2024
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: 08/15/2024
Complaint: 22076026
I am rejecting this response because: Your email said you are working on a reservation. I don't want a reservation, I want a reversal of charge on my credit card from a cancellation in July.
Sincerely,
*****************************Business Response
Date: 08/29/2024
Good Morning *****,
I come bearing happy news! I am pleased to inform you that a partial refund of $263.24 has been issue back onto your card, please allow 2-10 business days for the refund to be visible to you. Since you were previously refunded $263.24 , you received a total refund of $526.48. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 08/29/2024
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:07/30/2024
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.
The website appeared to be the Holiday Inn Express website. The website showed only the charges for the room until I clicked to book the hotel. Then the price nearly doubled. I have tried working with the company to get a refund since July 11th. *** asked to have a supervisor call me and I have not received that call in only 24 hours.Business Response
Date: 08/12/2024
Good Evening,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a voucher for $222.05 has been issued to you. To make use of your credit (voucher), you can do it through our website, *********************************** or directly by calling our customer service lines at ************** or **************
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. Remaining amounts of $50 USD or greater will be reissued in a new voucher to be received via email.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your grand total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookingsKindly,
*********************************
**************************************************
Customer Answer
Date: 08/14/2024
Complaint: 22069404
I am rejecting this response because:Immediately upon seeing the price increase that was not disclosed prior to clicking to book the room, I reached out to the company via phone. At that point (Early July, I believe it was the 7th) the company offered the voucher. I made it clear on the phone that we wanted a full refund to the credit card. The phone representative escalated the concern. We continue to be told that the money will be refunded to the card by a specific date. When that date arrives, there is no refund. I then call in and am assured that it will be handled by a specific date. Again, no results. This issue has been escalated several times and yet we never receive the promised phone call from the escalation team. We have now been told we would receive a full refund for over a month. No refund has been applied to the card used for payment. Most recently I spoke with **** at 5:45pm on August 10th. **** informed me that this is considered a lost refund as it has not been refunded in the 10 business days promised. We are simply asking that we be given the promised refund.
Sincerely,
***********************Initial Complaint
Date:07/30/2024
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.
7-19 hotel reservation.Reservation # H8907329 We realized that we were being severely overcharged for this booking and immediately cancelled it. As an example of the overcharge, they had listed daily room charges of $160 PLUS and additional $80 daily for "taxes and recovery fees." When we asked what "recovery fees" were, they could not answer and offered us an immediate FULL refund, plus a refund for another seeming bogus charge of $168.60 for a "refund protection plan." We got the $168.60 but were due a total of $2152.10. Attached docs show their acknowledgement of a refund, but then they send another stating that we would be getting a "voucher" for the remainder balance of $1983.50.We called and spoke to them twice: on 7-24 and 7-26. They advised that this was being escalated and that we would get an email shortly. It is now 7-30 and still no response. They acknowledged that we had rejected the voucher and understood that we were looking for a full refund.Business Response
Date: 08/12/2024
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,
*********************************
Business Response
Date: 08/15/2024
Good Afternoon,
Thank you for your patience! I am pleased to inform you that a full refund of $2,152.10 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Business Response
Date: 08/21/2024
Good Afternoon,
Thank you for your patience! I am pleased to inform you that a full refund of $2,152.10 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 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:07/30/2024
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 used this company to book a room and prepaid for it. After driving 4 hours and ending up in ********, ** THE ***** CLAIMED THEY HAD NO ROOMS. I was stuck in an empty parking lot in 111 calling this company over 12x. Explaining it was an emergency. They gave me a voucher for the original $131.00 I paid. I could only use the voucher through their website. I ended up having to pay 4x more for a room than nessacary. The hotels website advertised it for a total of $54 and I had to pay $172.00. Plus I was told for my inconvenience I'd recieve a free gift of two bottles of wine which I never got. This Company never responded to me after numerous attempts to contact them.Business Response
Date: 08/12/2024
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: 08/19/2024
Complaint: 22063990
I am rejecting this response because: They never resolved this.I have been emailing ******* as well as contacting customer service at least 3 dozens times.
Sincerely,
***********************************Business Response
Date: 08/27/2024
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: 08/29/2024
Complaint: 22063990
I am rejecting this response because: It makes NO SENSE. How can your company be locked out of your account (just because it's my name of prepaid reservation) EVERYTHISE ELSE is in your companies name. AND HUGE RED FLAG: You want me to drop the dispute, because that's the "only way to get my money back" DOES THIS MAKES SENSE TO ANYONE? AS SOON AS I drop the dispute,YOU CAN CLOSE THE **** WITHOUT MY COMPENSATION.. SERIOUSLY? NO NO NO ITS ABSURD
Sincerely,
***********************************
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