Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,159 total complaints in the last 3 years.
- 654 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:07/29/2024
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.
They misrepresented themselves as the Hilton and now will not refund my money.
Business Response
Date: 08/07/2024
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: 08/20/2024
Complaint: 22060682
This company misrepresented themselves when a reservation was made and over charged me and also charged me extra fees. They did not identify themselves as a third party company as I was assuming I was talking directly to the hotel I was reserving at. After finding out they were not the hotel I was needing the reservation for I have been contacting them since June to get a full refund. They called me on July 26 and said I would have a refund in 10 business days but I did not get it. I emailed them several times again and they called me yesterday finally. They told me it would be another 10 days before I would get my refund. They would not explain why I wasn't given the refund the first time. They admitted they listened to audio recordings of the reservation and that they did not identify as this third party company so they are basically scamming people. I am not optimistic that they will get the refund again as they always seem to promise it but I never receive it. The amount they need to refund is ****** that they charged me back in April and I have been working on getting the refund since June.
Sincerely,
*********************Business Response
Date: 08/22/2024
Hello ***,
Thank you for your patience! I am pleased to inform you that a full refund of $378.76 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 via email at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 08/26/2024
Complaint: 22060682
I am rejecting this response because I was verbally promised a FULL refund of ****** multiple times over the phone by them. Since they scammed me out of the money initially they need to do a complete refund, not a partial. They agreed to do a full refund as well. I will not be satisfied until I receive the rest of my refund amount. I will not let this company get away with scamming people.
Sincerely,
*********************Initial Complaint
Date:07/28/2024
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.
7/22/24 transaction date; posted to our account 7/23/24. They presented themselves as a hotel chain and greatly overcharged us, telling us it was nonrefundable. When we arrived at the hotel, we discovered the local number I had called was not the hotel directly but a third party. The person who booked us insinuated that she worked directly for the local hotel, including taking our hotel priority rewards number, which was private information they did not need access to. The company's emails and texts have been deceptive and have suggested they came directly from Holiday Inn Express. We have had to file a complaint with HI Express as our priority card has now been compromised, and we are currently dealing with the credit card company as well. This business is deceptive in their communications. We were unable to cancel the reservation because we were told it was nonrefundable. They issued a partial small refund when I called to complain, but have not corrected their entire deception.Emails come from ****************************, but it appears they own Hotel Planner. Our credit card charge came from "*********** HolidayInn **********."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
Complaint: 22056943
I am rejecting this response because: they have offered no resolution almost a month after filing the complaint.
Sincerely,
*****************************Business Response
Date: 09/03/2024
Good Afternoon,
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,
*********************************
Customer Answer
Date: 09/04/2024
Complaint: 22056943
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 09/05/2024
Good Afternoon *******,
Thank you for your patience! I am pleased to inform you that a refund of $88.16 has been issued onto your card for a total refund of $176.24, 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:07/26/2024
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 booked a hotel and were told that the hotel was open, even though there had been a hurricane. We arrived at the hotel and they explained that we had talked to a third-party ******, hotel planner.com and they were not open because of damage from the hurricane. The owners called, their booking site and asked that we be refunded. I was verbally told I would be refunded by your customer support. We werent so I started emailing the company. They also assured me I would be refunded within 10 business days. That has come and gone and no one has been able to help me since. No one has responded to the email thread . When I call it goes to a center in ***** and no one can help me there. *** been told verbally and in writing that I will receive a refund because of the hurricane and I have not.Business Response
Date: 08/07/2024
Greetings *****,
I come bearing happy news! I am pleased to inform you that on 7/29 a full refund of $470.10 was issued back onto the card you used to purchase your reservation. If you have not received the refund, or if you have any further questions or concerns, please feel free to reach out to me personally at ***********************************
Kindly,
*********************************
Customer Answer
Date: 08/08/2024
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:07/26/2024
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 7/4/2024 I reserved a room for 2 days through what I thought was The *********** in *************. The Dates were for 9/27/2024 through 9/29/2024. I paid $459.84. Included in this was $36.03 for refund protection and $62.88 for tax ***************** don't know what they are!! I canceled these reservations on 7/26/2024 and they are only refunding a little over $339. This whole process is VERY misleading and confusing. *****Business Response
Date: 08/07/2024
Hi,
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,
*********************************
Customer Answer
Date: 08/08/2024
Complaint: 22049716
I am rejecting this response because It doesn't resolve anything! This company did nothing except keep $120.00 of my money. This just puts off any settlement.
Sincerely,
***********************Business Response
Date: 08/22/2024
Hello *****,
Thank you for your patience! I am pleased to inform you that a partial refund of $84.77 has been issued back onto your card for a total refund of $423.86, 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 at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 08/22/2024
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. Although I don't know WHY they're keeping ANY of my money!!!
Sincerely,
***********************Initial Complaint
Date:07/26/2024
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.
Itinerary number H8744611 Lodging at **************** date of stay 7/6/2024 Refund promised over 13 business days ago, Company has been refunded by Blowing Rock Inn on 7/8/2024. Reference refund request number *******Business Response
Date: 08/07/2024
Hello *******,
Thank you for bringing this to our attention! I am excited to share that a full refund of $310.95 has been issued back onto the card used to 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: 08/20/2024
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:07/25/2024
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.
Hotel was booked through this website July 11 for the dates 7/14/24 to 7/20/24 at a Holiday Inn. I immediately realized I had booked the wrong town. I called back to switch to correct location and they refused to let me. I asked for a refund and they have still not given one. They later offered a voucher only that I refused because I already had to book the other hotel and pay for it out of pocket. I did not book correct location through them after they would not let me switch the one I already had and wanted me to pay them again. I have called four times to try to reach a resolution with the company and they say wait 24 to 48 hours but never call back or refund my money.Business Response
Date: 08/07/2024
Good Evening,
We appreciate you reaching out and giving us the opportunity to resolve this for you! I am pleased to inform you that a full refund of $1,431.84 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 back out to me!
Kindly,
*********************************
Customer Answer
Date: 08/08/2024
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:07/25/2024
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 went online to book Hotel Trilogy in ******, ** and the website looked legitimate because I've stayed there before and it had pics of inside of hotel. I booked a room and since I was booking 4 months in advance, I purchased a $60.00 insurance for cancellations. Total charge to credit card $770.12, all looked legit. An hour later I realized that I used the wrong card, as it is a business trip and I inadvertently used a personal card. I called to simply change the card thinking I was talking to a Hilton (Trilogy) employee and I was told they could not change the card I'd have to cancel the reservation and re-book, so I told him to cancel it thinking I had no other options and he canceled it. I tried to re-book it right then and there and I was told told that there were no cancellations and no refunds on my reservation! I screamed at him that I bought insurance and he said my reason for canceling didn't meet the criteria or their "policies." I immediately contacted my credit card company and filed a dispute (online since it was after hours) for reimbursement. I then CALLED the actual hotel in ****** to book my reservation and was told that "this happens all the time with hotelplanner.com and she was very sorry." My Chase card "investigated" and told me that my cancellation didn't follow hotelplanner.com's "policies" and they turned me down and charged my card. Hotelplanner.com sent me a voucher for the amount minus my insurance of $60.00 to use "anywhere" for that amount and I just tried to use it and it popped up that the voucher was invalid. I called them asking why and they said they needed a "screen shot" of my Chase card's decision. I have attached my (first) itinerary and my interactions with hotelplanner and *****. I feel so violated. It's a lot of money and they just took it - immediately - no rooms were actually reserved.Business Response
Date: 08/07/2024
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $770.12 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: 08/15/2024
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:07/25/2024
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 went through what represented itself as the actual hotel site, clearly I did not book through the hotel. The site represented itself as a A rated business through the BBB, which it is not. Not only is THIS company rated with a B rating, false advertising, but the other company associated with or beneath this one room77 has an F rating. All of this on its own is concerning, but when I got to the hotel I encountered personal information discrepancies on the check in screen, wrong address, number of people, spelling errors, etc. I pointed these out and was told it was the site I booked through, the first time I became aware that I did not book through the hotel itself. I asked for a receipt when I left and was given a receipt for my room, my stay, my name at a large difference than what I was charged. Beyond fees. I was charged ****** plus taxes and fees and the room was ****** with a total after taxes and fees of ****** which is almost one hundred dollars different than what I was actually charged. This business uses deceptive practices and marketing, hides behind multiple businesses, does not properly represent itself as an independent company such as Priceline or Expedia, lies about the rate of the room you are being charged and charges exorbitant fees. This is predatory. You cant represent yourself as an extension of the hotel and just an online bill pay type of program, lie about the rate of the room, and then base taxes, occupancy tax, etc on an imaginary amount, in addition to your fees. How this business even has a B rating is hilarious, probably because people keep reporting room77 instead of this business, those ratings should be combined on here. This is trash. Attached the receipt from the hotel website and the receipt given to me by the actual hotel. I have no issue paying for what I use, but this is fraud.Business Response
Date: 08/07/2024
Hi,
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,
*********************************
Customer Answer
Date: 08/11/2024
Complaint: 22042425
I am rejecting this response because: it wasnt a response, waited weeks for them just to say I told my supervisor Ill let you know what kind of response is that? Its just the business trying to avoid a negative impact on their rating and hoping I dont follow up on the response. This is not helpful.
Sincerely,
*******************************Business Response
Date: 08/15/2024
Good Afternoon,
Thank you for your patience! I am pleased to inform you that a full refund of $231.62 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: 08/20/2024
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:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
hotel planner refund rejection Made a reservation that I thought I called directly in ************* - Country Suites.Instead of talking to the hotel front desk this occurred.The room reservation was a company that was using a local number in the ******************* area which was a front to confuse search engines I thinking I was talking to the front desk at ****************** in ******************* . The person on the phone said they were the hotel desk clearly they were not !!! They indicated the room cost was $173 which included the capability to Cancel by adding Protecht fees of program for and additional $14 as part of the invoice . Once I realized they had charged much more than the real hotel charges. I proceeded to try to use their cancellation program within 5 minutes after the receiving the invoice and immediately my charge card had already been hit for a non refundable non cancellation reservation .This business practice is illegal and immediately found the original and real number of the local hotel contact and let them know this e-commerce FRAUD took place . . The current business practice their company is conducting as well as the Protecht product who also has many complaints on record .Is deceptive to consumers , hurting the hospitality industry and all information of my experience including all communications. Was provided to the actual hotel manager that was misrepresented to provide to franchise management involving Country Inn Suites part of the Radisson hospitality properties.Prior to leaving for the hotel I again contacted reservations.com about status of my reservation. They looked up my case number and information I provided and said they would CANCEL it since I didn't need this room. Well that did not occur when I arrived my reservation I made directly with all fees $135 to the actual front desk and theirs $187 non refundable was still active. Its been an uphill battle with both hotelplannners and their insurance program protecht to get a refund .Business Response
Date: 08/06/2024
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: 08/22/2024
Complaint: 22039038
I am rejecting this response because:I didnt get my money back and they provided a voucher for $173 vs 187 total with lots of restrictions and short time period . Communication is attached
Sincerely,
***********************Business Response
Date: 08/22/2024
Greetings **,
I come bearing happy news, I am pleased to inform you that a voucher for $ 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,
*********************************
**************************************************
Business Response
Date: 08/31/2024
Greetings **,
I come bearing happy news, I am pleased to inform you that a voucher for $173.19 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,
*********************************Initial Complaint
Date:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently thought I reserved a room upon arrival at the hotel that was 4 hours away from my home I actually didn't have a reservation and the hotel was completely booked. I've been trying to get this issue resolved over the last 2 weeks. I have called numerous times and they just tell me it will be 2-10 business days for the money to get refunded. 10 business days was Friday July 19 this business should be ashamed. I know they are just trying to get me to forget about it so they can keep my money.Business Response
Date: 08/07/2024
Hi there *****,
I come bearing happy news! I am pleased to inform you that on 7/24 a full refund of $333.66 was issued back onto the card you used to purchase your reservation. If you have not received the refund, or if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************
Kindly,
*********************************
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