Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura St 10th Fl, West Palm Beach, FL, 33401-5658, USA
Telephone: (866) 684-9824

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,157 total complaints in the last 3 years.
654 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/23/2024
Type:Service or Repair Issues
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.
Had a hotel reservation under ***************************, itinerary #H8845704, My cc was used.The reservation was canceled on the 11th with a promise of full refund as you can see in the attached document. They charged my card the following day, the 12th. Was told on the 11th by ***** who said she was a manager it would be credited within 2 days. Now when I try to call they make excuses and have not refunded any of it. Most of the time they just hang up on me.
Business Response
Date: 08/02/2024
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $234.22 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:07/23/2024
Type:Service or Repair Issues
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 June 22, 2024, I googled a hotel near me. I used the phone number provided in the search for Days Inn in ***************, **. I was not feeling well so, I told the phone representative that I would call back later to confirm the reservation. The phone representative told me that I had Refund Protection for the full amount included for the additional cost of $17.88. At this time I did finalize the reservation as I was told that the pricing may change later on. About an hour later I called and cancelled the reservation as I still was not feeling well. I have made over 4 calls in an attempt to get my cash refund. And each time I was told that I would receive an email from the escalation **** and my refund. However, I have not received an email or the cash refund. Also, in my calls to the customer service ****. I have asked that the escalation **** review the phone conversation when I made the reservation. Per the reservation confirmation I received on 6/22/2024, received from ************************* Team ****************** I will not be able to receive a refund past 30 days of the cancellation. I would like assistance in getting my cash refund. Thank you
Business Response
Date: 08/02/2024
Hi there,
I come bearing happy news! I am pleased to inform you that the voucher has been deleted and a full refund of $210.34 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further concerns, please feel free to reach out to me personally at *************************************************!
Kindly,
*********************************
Initial Complaint
Date:07/22/2024
Type:Order Issues
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.
Hello-This matter involves fraudulent activity by Hotel Planner.com. The attached letter dated July 8, 2024 with an attachment details. We attempted to book a hotel room on May 24, 2024 directly with ****************** in **********, ****. In conducting a ****** search for the hotel's number, HotelPlanner falsely posted a local phone number holding itself out as ************. We called the phone number and HotelPlanner did not identify itself as a third-party. We used a ********* card to make reservations and later learned that we had been deceived. We are disputing the charge with **** and have notified the Attorney General's for ********* and ****. I noticed a similar complaint about HotelPlanner on the BBB complaint list for deceptive behavior. Thank you.
Business Response
Date: 08/06/2024
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: 09/03/2024

Complaint: 22027287

The response from HotelPlanner is unacceptable. None of the response contradicts the information that I supplied in my letter of July 8, 2024 (attached) of their fraudulent activity. HotelPlanner must answer the information that I supplied.

Thank you.

********************;

Sincerely,

*******************
Business Response
Date: 09/09/2024
Greetings *****,
I am beyond happy to help! I see that you have left a reply but I am not seeing the message that was sent. Please reach out to me personally at ********************************** and please forward any documentation to me personally as well. I look forward to hearing back from you!
Kindly,
*****************************;
Initial Complaint
Date:07/22/2024
Type:Product Issues
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 am writing to express my serious concern regarding an unauthorized charge made to my credit card. It appears that Hotel Planner/Hotel Block Reservations charged my card without my permission. This action is unacceptable and constitutes a breach of trust, in my opinion.On July 18th, I made reservations at what I thought was ************* to arrive on July 23 and depart on July 25. I was given a confirmation number. The confirmation turned out to be a hoax and my card was immediately charged ****** on July 18, 2024 without my permission.On July 18th and July 22nd, I contacted the hotel to speak with ***************************), the hotel reservation manager. ************** informed me that reservation H8891066 or ********* was not in her system as a confirmation for July *****th orfor any other dates. After speaking HotelPlanner representative ***** at ************, she called the hotel(Residence INN), spoke with ************** and confirmed that I was not a confirmed guest. ***** claimed she was going to produce a ticket (ticket #*******) requesting that I receive a full refund of $****** due to their error. *** also stated that I would be refunded as soon as possible. I immediately asked to speak to a manager. ***** claimed a manager would call me back; however, no one ever called.Instead of receiving a full refund, I received a text message informing me that my reservations are canceled and I will be given a room voucher for $294.29. I do not agree with this unethical and fraudulent decision. I want a full amount of $****** immediately. I expect a full refund rather than an alternative form of compensation.I urge you to address this issue promptly and ensure that such practices do not occur in the future. I will not be conducting any further business with Hotel Planner and will be reaching out to the appropriate authorities to report this incident.I look forward to your prompt response and resolution of this matter.
Business Response
Date: 08/14/2024
Hello *********,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $588.58 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,
*********************************
Initial Complaint
Date:07/20/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was quoted a price of ******. After checking out the price was ******. Extra charges were for tax recovery and fees. These were never listed before payment. Total bait and switch job.
Business Response
Date: 08/02/2024
Hello,
I'm happy to help! 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: 08/14/2024

Complaint: 22017537

I am rejecting this response because: there has not been any further communication from the company.

Sincerely,

***********************
Business Response
Date: 08/22/2024
Hello,
I come bearing happy new, I am pleased to inform you that a voucher for $295.38 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 bookings
Kindly,
*****************************;
Initial Complaint
Date:07/18/2024
Type:Product Issues
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 called a ******************* in *********** on June 26, 2024 directly, somehow I was transferred to this Hotel Planner / lodging general number. I did ask if I reached /was still with The Marriott/Residence inn hotel reservations and the rep said I can help w/ reservation - but did not answer the question directly. ( The reservation was for Aug 6 - 11. ) Turns out it was this company who books for many hotels, but charges high cancellation fees. When I received my email confirmation I saw it was not the hotel directly and contacted them on July 1st to cancel with a 'case opened via email." I did not hear back so I cancelled it directly on July 3rd. I received the majority of the cancellation refund, but they did keep one night plus tax and recovery fees even tho I cancelled within two days ($719.11) !! I have called them, and written to them --opening up a case via email (again) and have not received any response to inquire about the rest of my refund. The original rep was vary vague to me on the phone and was deliberately avoiding answering my questions about cancellation fees ( I did ask if I could cancel and I that I wanted a reservation with no restrictions about cancellation )- and he just kept repeating -- "if I cancelled before Aug 4th - I could cancel .... but never fully disclosed that one night reservation plus fees would be charged NO Matter what. I don't even know how I got to this company, but I did ask if this was a Residence Inn and the rep just kept repeating - this is reservations ( a false representation). Let me know if you need more details or what info you require. I don't know if this is a total scam operation and if I need to cancel my CC that was used. Thanks,
Business Response
Date: 08/07/2024
Good Afternoon *******,
I have some exciting news to share! I am happy to inform that a full refund of $3,595.55 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 via email at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 08/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have just checked my CC account and I am happy to report, I have received a full refund on the amount in question.
Thank you for assisting in this matter. I do not think I would have received such a positive reply without your intervention.

Sincerely,

*****************************
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
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 5/17/24, I booked 2 hotel rooms, for 3 nights each, through what I thought, was directly through the hotel. The dates of the booking were for May of 2025. I specifically asked the representative if she was "at the ************ replied that she was "at the call center" which I didn't think much of considering that many hotels have call centers. I also asked her during this phone call if these rooms were completely refundable. I can't recall what she exactly answered to this question, but she finished with that there was automatic travel insurance though "at no cost to you." I never book hotel rooms that aren't refundable especially a year in advance. Two charges of $660.33 were immediately charged on my credit card, one for each room, which was a red flag for me. I cancelled both reservations on 5/24/24 (when I realized that they were a 3rd party & had misled me into thinking they were the hotel themselves) & was immediately refunded for 2 nights for each reservation, leaving $226.05 still to be refunded on EACH reservation. Their cancellation policy states that they keep 1 night's charge on each reservation regardless of when it's cancelled. I have protested both of these 1 night charges on 5/24/24 with my credit card company (IHG ****** as well. ***** still does not have a resolution for me as their "system failed" twice. In the meantime, I received 2 emails from Hotel Planner stating that I will be receiving a refund (that it could take up to 10 days). I kept watching my ***** card online but no refund. I called them back today & they stated that they need me to drop the protest before they can issue a refund because they are "blocked" from doing so. ***** says this is a common way that these companies do this by getting you to drop the protest (then there is no recourse) & then they DON'T issue the refund. Total owed me is $ ******.
Business Response
Date: 08/07/2024
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: 08/08/2024

Better Business Bureau:

I received a letter from Chase **** ******** that the disputed amount had been credited back to me. I received this after I had dropped the dispute via phone call with *****.
Please advise.

Thanks!

*****************************
Customer Answer
Date: 08/08/2024

Complaint: 22005974

I received a letter from Chase **** ******** that the disputed amount had been credited back to me. I received this after I had dropped the dispute via phone call with *****.
Please advise.

Thanks!

*****************************
Business Response
Date: 08/16/2024
Greetings *********,
Please be advised we are working on reservation #H8471415, as soon as I have any updates I will inform you! After taking a deeper look into your reservation, I see that reservation #H8471399 is still disputed. 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,
*****************************;
**************************************************
Initial Complaint
Date:07/17/2024
Type:Product Issues
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 booked a hotel through this site and they charged me a 289 dollar service fee compared to booking directly with the hotel that they advertised as taxes. When I complained they only refunded 130 with no explanation
Business Response
Date: 07/29/2024
Hello, I'm happy to help!
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,
*********************************
Initial Complaint
Date:07/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I googled and called a hotel in Mt. ******, ** to make a reservation for July 18. When the person answered and asked me to enter my credit card information over the phone using touch pad, I was skeptical and asked to confirm I was speaking with *******. The person confirmed. I then asked if this reservation was refundable and he said yes. Well, later that day I needed to cancel my reservation because I no longer needed to stay the night close to the Anacortes ferries because I was able to reserve a later time slot than 5:55am, I live 3 hours away.I called the number on my itenerary to cancel, but the company was not Wyndham it was Hotel Planners. They canceled my reservation, but won't issue a refund because I canceled after July 15th, for a reservation that I booked on July 17th. Additionally, I was never told I was being charged the full hotel fee of $156 at the time of making the reservation. On past reservations I made, the hotel company took credit card information to reserve the spot, but the card wasn't charged until check out. I assumed that was the case with this reservation.I was lied to when I asked to confirm I was speaking to ******* and I was lied to about their refund policy.When I asked for a full refund I was told the information above about their cancelation policy. I told them they were liars abs thief's. My refund claim is now apparently with their ticket team for approval and refund processing, but they can't make any guarantees because of their refund policy. Who has a refund policy of canceling two days prior to making a reservation?I would like a full refund of $156. I made and canceled the hotel reservation within hours abs my card next should have been charged in the first place.
Business Response
Date: 07/29/2024
Hello, I'm happy to help!
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: 08/05/2024

Complaint: 22003726

I am rejecting this response because: there is no resolution only fans escalation to the supervisor. I'll wait to see the resolution. As an update I received a $100

Sincerely,

*******************************
Customer Answer
Date: 08/05/2024
I received a $100.86 refund on July 22, 2024 which was $55.48 dollars less than the total amount, no explanation was provided. I challenged the remaining balance charge through my bank and received another $43.23 refund on August 5, 2024. I am still owed $12.25 and no explanation was provided on why that amount was not refunded.
Business Response
Date: 08/07/2024
Greetings,
I have some exciting news to share! I am happy to inform that a full refund 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 via email at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 08/14/2024

Complaint: 22003726

I am rejecting this response because I have not received any direct communication from Hotel Planners, such as a text message, which I received in the past for the $100 refund. Also, the $43.23 refund never posted in my bank account after receiving a text on August 1, 2024 stating that amount would be refunded. When Hotel Planners says a total refund, what is the amount? $55.48 (total amount still owed) or $12.25 (amount owed after the supposed $43.23 refund)? I need more specifics in the form of direct communication from Hotel Planners to accept this message.

Sincerely,

*******************************
Business Response
Date: 08/20/2024
Greetings,
I have some exciting news to share! I am happy to inform that a full refund 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 via email at **************************************************!

Kindly,
*********************************
Business Response
Date: 08/20/2024
Good Afternoon,
I have told consumer many times that a refund has been issued, they continue to reject the offer but I am not seeing why.
Could you please help?
Kindly,
*********************************
**************************************************
Customer Answer
Date: 08/20/2024

Complaint: 22003726

I am rejecting this response because I did not recieve a refund. There has been no direct communicationto me from ************** and nothing pending in my bank account. I will continue rejecting until the issue is resolved.
Furthermore, I emailed ******* on August 14 with specific questions, per her message to email her directly with questions, and I have not got a response.
Hotel Planners can say I'm getting a refund all they want, but I won't accept resolution until the money is deposited in my bank.
Sincerely,
*******************************
Initial Complaint
Date:07/16/2024
Type:Product Issues
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 15, 2024, I thought I was calling the **********************, but because I used my phone instead of a computer, I called Hotelplanner.com instead. I was making a reservation for July 19th. I asked repeatedly what the cancellation policy was and was told free cancellation until The 17th. He kept saying emergency cancellation up until the 19th. I kept asking about the free cancellation. He said yes, basically, it will be in the confirmation. When the confirmation arrived, it stated there was a one night's penalty for cancellation. And, I was charged for a refund protection policy which was never discussed or agreed to. I called to complain and ask for a refund, but was just put on a list. Then I told them I was going to dispute it with my credit card company and please cancel and issue full refund. Well, they quickly cancelled the reservation, but kept half the money, Now I am left without a reservation. **************** told me they would put in a ticket for someone to review. I don't trust them. Do not use this company.
Business Response
Date: 07/24/2024
Hello,
I'd love to help!! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Please feel free to reply with the itinerary number or you could also escalate it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
*********************************
Customer Answer
Date: 07/25/2024

Better Business Bureau:

I have received the refund I requested after emailing them a copy of the complaint filed with the BBB. It took diligence on my part, but I finally received the refund

Sincerely,

*******************

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