Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,228 total complaints in the last 3 years.
- 607 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:09/26/2025
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 called to cancel my reservation (255-13426823) due to a medical emergency but was given a partial refund voucher instead. Upon requesting a full refund to my original credit card, I was then told that a partial (2 night of 3) refund would be processed. I am requesting a full refund of the charge ($1,352.64 USD) to my credit card given the severity of the situation. After multiple attempts to contact hotelplanner, I have not been able to get a call through to the customer service line. Could you please process this request?
Business Response
Date: 09/26/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Business Response
Date: 09/30/2025
Greetings *****,
I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/01/2025
Greetings *****,
I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/01/2025
Complaint: 23939173
I am rejecting this response because: Thank you for your response. When I initially called to cancel this reservation, I was told that a cancellation would be processed. There was no mentioned from the representative of this being nonrefundable. When I received an email notice confirming the cancellation, it stated that I was being issued a voucher rather than a refund. I pushed back on that and now received this partial refund. ************** website outlines free cancellations on their terms and conditions for this property. I am requesting a full refund.
Sincerely,
***** *******Business Response
Date: 10/01/2025
Greetings *****,
I'd love to help clarify! Please keep in mind that our ability to refund the reservation is based on the hotel's discretion and your reservation had a non refundable cancellation policy. As a gesture of goodwill, we issued a refund of $901.76, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 10/02/2025
Complaint: 23939173
I am rejecting this response because: Thank you for your response. When I initially called to cancel this reservation, I was told that a cancellation would be processed. There was no mentioned from the representative of this being nonrefundable. When I received an email notice confirming the cancellation, it stated that I was being issued a voucher rather than a refund. I pushed back on that and now received this partial refund. ************** website outlines free cancellations on their terms and conditions for this property. I am requesting a full refund.
Sincerely,
***** *******Initial Complaint
Date:09/26/2025
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 thought I was booking the ********************** in ****************** either with Expedia or directly but later found out it was through hotelplanner.com. was very hard to even know who I had booked with. The site that stated free cancellation up until the day before the arrival. I canceled on nine 9-17-25 for a 9-25-25 arrival. When I called the hotel directly, they said that hotel *********** had triple booked that date so I had three reservations under my name and two of them were canceled on ******************************** my complaint to them. The only way those couldve been canceled was by their system, which just failed to cancel the third reservation, but trying to explain this to someone When I called their system when I landed, it said that my confirmation number indicated that my reservation was canceled, but the system couldve been looking only at one of the three reservations that existed at the time. You cant really speak to them because they just keep repeating the refund policy robotically and there is never a supervisor available.on the phone was impossible given their customer service.Their position is only to refund my small fees and taxes so I am out $600 for no reason other than poor customer service and a computer glitchBusiness Response
Date: 09/29/2025
Greetings ****,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
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 disputeIf 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,
******* Planelles
Initial Complaint
Date:09/25/2025
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.
Booked a reservation with Hotel planner on Sunday 21/Sept 2025. It was for a stay at a resort in **********. Your agent on the phone booked a suite / Casita for me and when I asked about dining options and renting ATVs to explore the surrounding *****************, he assured me that all was available and I just needed to request at check in. He gave me the resort phone number. We completed the transaction. I immediately called about dining and ATV rentals and was informed that the resort had NO rentals and hadnt had any for at least 5 years. I called back and canceled the reservation and ************* has NOT refunded my money. 10 days to refund they say. It took less than 30 seconds to take the $ but somehow in ********* Planner universe it takes 10 days to refund. The reservation was active for maybe 20 minutes and was for 2 months ahead. This company is dishonest. Still no $ after 2 separate calls and 5 days.Business Response
Date: 09/26/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 09/26/2025
Complaint: 23935615
I am rejecting this response because:
Sincerely,
***** ***********Business Response
Date: 09/30/2025
Greeting *****,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $1,388.80 has been issued back to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to me at ****************************** We would greatly appreciate it if you took the time to rescore this review.
Kind regards,
**** *******Customer Answer
Date: 09/30/2025
Complaint: 23935615
I am rejecting this response because:
Sincerely,
***** ***********Ive been trying to get a refund for 9 days. They keep telling me its in the process. Just wait 2-10 days. Now they say they have refunded but I must wait 2-10 days. At the extreme that is 19 days to get a refund that should have taken minutes. This company should not get a favorable rating from BBB. Im still waiting for my refund.
Initial Complaint
Date:09/25/2025
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 9/25/25, I canceled a reservation made through *************, but was informed via email by hotelplanner.com that a decision on the refund is pending. History: On 9/20/25, I made a hotel reservation online that I was led to believe was directly with Cow Hollow ************ but turned out to be through *************. During the call, the agent, ********** said I should not book through ******* because they tend to cancel reservations. I was also told I could cancel with 24 hours notice for a full refund, but that turned out to be via a refund protection plan issued by hotelplanner.com that cost $41.17, as I discovered when I received the email reservation confirmation. Reservation cancellation required an online form on which I must indicate which event I was no longer attending. The reservation was not made for an event but for personal travel. I have spent several hours today attempting to talk with someone directly at both ************* and hotelplanner.com as to why there is not an immediate refund, to no avail. I called Cow Hollow ************ directly and was told the reservation had been made through *******, despite the ************ agent telling me I should NOT to reserve through Expedia. When I called Expedia, they gave me a number in ***** to call, which I did not do. I would like an immediate refund of both the $41.17 charged for reservation "protection" and the hotel reservation of $422.29.Business Response
Date: 09/25/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 09/25/2025
Complaint: 23933924
I am rejecting this response because: Ms ********* states my request is being worked on. I hope this is the case and that a refund will be issued, but I was informed by ***************** that the request has been denied. I'm attaching my correspondence regarding the request today.Thank you.
Yours sincerely,
******* R ******Customer Answer
Date: 09/26/2025
Additional information. Correspondence 9/26/25.
(1)
Text message from ************
Your hotel reservation (H12795311) refund in the amount of $422.29 has been processed today. Please allow 2-10 business days for this to be visible to you.
(2a)
Support <***********************************>
[Lodging Support] Re: Offline Message from ******* ******
*** ****** (BUW) (Lodging Support)
Sep 26, 2025, 10:35?AM EDT
Dear *******,
This response is related to your reservation for Itinerary # H12795311.
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
Sincerely,
*** *.
Travel Reservations Support
(2b)
Re: [Lodging Support] Offline Message from ******* ******
To: Support <***********************************>
Dear ***,
Thank you for your message. I did receive the text showing that $422.29 is being refunded.
However, the $41.17 I was charged for the Refund Protection Plan must also be refunded as I was sold this fraudulently.
When I asked to confirm with the agent, ********** that I must cancel with 48 hours notice, which I was seeing on the ************ website as we talked, he said no, it was 24 hours. He did not explain that he was selling me a policy for this and that I would be charged $41.17.
I look forward to a complete resolution of this matter.
Thank you.
Yours sincerely,
******* R ******
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
Sincerely,
*** *.
Travel Reservations SupportBusiness Response
Date: 09/26/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $463.46 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 09/29/2025
I'm unclear why the case file has been closed as BBB did not notify me of Ms ********* second response. Thus I had not responded to her message.
I also received a direct message from the company to which I responded thanking them for the refund.
I am satisfied that the business has offered to refund the money. That said, my bank account shows the refunds as pending. When the refunds are complete, I will be satisfied.
Rather than the file being closed, I would appreciate it if you would note the response i am making here.
Yours sincerely,
******* ******
Customer Answer
Date: 10/09/2025
Both refunds from ************* have cleared my bank account.
Thank you for your help in resolving this matter.
Sincerely,
******* R ******
Initial Complaint
Date:09/25/2025
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.
We stayed at the ******* in *********** on August 23, 2005, and paid for 2 rooms. These were booked by calling the 800 number listed on their website, which we assumed was how to book rooms. The rooms were dirty; however, no other hotels had rooms, and we needed a place, so we stayed. However, sometime after 10 p.m., we found out the other room had a cockroach infestation. We went over to see, took photos, and contacted the front desk. A man came up to inspect both rooms and also took photos of mold, broken items, missing smoke alarms, and roaches. He offered to put us in different rooms for the night and refund one of the rooms. We ********* this time it was nearly 2 a.m. and we were exhausted. The 2 rooms he put us in also had roaches. We just needed to sleep so we dealt with it and contacted the manager in the morning.The manager claimed that the man who inspected the rooms did not find anything wrong and they couldn't refund anything because we booked through the 800 number so we would need to call them. We did and they said we needed to call the manager. This back and forth has gone on since 8/24/2025. We just want our money back $124.84 x 2 rooms = $249.68.Business Response
Date: 09/25/2025
Response to Case ID ******** Guest: *** *****
Mr. *** ***** checked into our property on August 23, 2025, at 4:10 PM for a one-night stay with two rooms (203 and 204). Both rooms were occupied without complaint at check-in.
At approximately 10:00 PM, the guest contacted the front desk reporting that the rooms were unsatisfactory and requested a refund. We explained that his reservation was booked through Hotel Planner, a third-party provider, as a non-refundable reservation. Because the payment was processed by Hotel Planner directly, we do not have the ability to issue refunds. We advised him to contact Hotel Planner for assistance.
As an alternative, we offered to move the guests to different rooms. At first, they declined, but later requested to inspect other rooms before deciding. We accommodated this request, and they moved to rooms 216 and 217. They stayed the full night and checked out the next day at 12:15 PM, after we extended their checkout time beyond the standard 11:00 AM.
We also responded to ********************* regarding this matter and shared the same information. Additionally, our pest control service inspected the rooms and found no evidence of pests.
We regret that Mr. ***** felt inconvenienced during his stay. While we cannot provide a refund for the reservation due to the third-party non-refundable policy, we would be happy to extend a discount if he chooses to stay with us again by booking directly.
Sincerely,
***** ****
Manager
Super 8 In **************Business Response
Date: 09/25/2025
Hello,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Business Response
Date: 09/26/2025
Greetings,
Thank you for your patience! Please note that the hotel manager denied the full refund because both rooms were used, so we have offered a $40 voucher for each room as compensation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion.
If you still need further assistance do not hesitate in contacting us back!Sincerely,
******* PlanellesCustomer Answer
Date: 09/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory. Please do not close the case as the party only said they are working on it and have not provided a resolution yet.
Sincerely,
*** & ******* *****Customer Answer
Date: 09/28/2025
This is not resolved; see previous communication. We are only acknowledging the business response.Business Response
Date: 09/29/2025
Greetings,
Thank you for your patience! Please note that the hotel manager denied the full refund because both rooms were used, so we have offered a $40 voucher for each room as compensation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion.
If you still need further assistance do not hesitate in contacting us back!Sincerely,
******* PlanellesCustomer Answer
Date: 09/29/2025
Complaint: 23882065
I am rejecting this response because: we don't want vouchers. We won't be staying there ever again. We had no choice but to stay as it was after midnight and all other hotels were booked. And only $40???? That's an insult.
Sincerely,
*** & ******* *****Initial Complaint
Date:09/24/2025
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.
This reservation company took my reservation charged my card told me.the hotel room had two beds and a sleeper sofa.they did not reserve my room I had to pay for the room when I arrived at the hotel and the room had no sofa sleeper, I had to sleep on the floor. They told my I would receive my refund in 3-10 business days. After not receiving my refund I have called them several times getting the same response a d email (your ticket has been escalated and you will receive your refund in 3-10) business days) I received the same email today when I woke up it has been 17 business days now since this prosses has begun i live on social security this is not a small amount of money for me it is nearly half of a months social security check i am highly upset with this company it has brought me financial physical and emotional trauma. Ontop.of this since.i basically paid for the hotel room twice for.that trip my children and I only got to spend one day at the beach instead of 3 because I could not afford the entire trip as planned I am unable to upload my bank statement as supporting document as I am not able to take screenshot off of the banking applicationBusiness Response
Date: 09/25/2025
Good Evening ********,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $554.16 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/24/2025
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.
Traveling back home from a California road trip on 9/23/2025 we decided to book a room with an early check in time at 2:59am so I thought called the Days ************ by ***************************, **. I asked the operator if I were speaking to someone at the hotel and she confirmed that I was. This was not true, along with the full refund I was told would be available if I cancelled before my check in time conf #*****EE053648 itinerary #H12820890. After arriving at the hotel at 3:40am and speaking with ******* (the person actually working behind the counter and was informed that we wouldn't be able to check in till 3pm I called back to cancelled within the hour I made the reservation. I confirmed from ******* that the ** number the company is using is in fact not their number and the person on the line did not work for the hotel. I was directed to a cancellation number and was sent a cancellation conformation text and email at 3:55am with a very interesting disclaimer that all ''applicable refunds'' had been submitted. After reviewing my statement, I saw the following pending transactions, $170.00 pending paid reservation and a pending refund of $38.01 the taxes and fees was the only amount refunded. This is not what I was promised, and this company is a scam preying on travelers and giving false information.Business Response
Date: 09/25/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Business Response
Date: 09/30/2025
Greetings Kali,
We appreciate your patience! I am pleased to inform you that a full refund of $170.00 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 10/01/2025
Greetings Kali,
We appreciate your patience! I am pleased to inform you that a full refund of $170.00 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/24/2025
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.
The Issue Lodging Support has engaged in repeated refusal to provide documentation necessary for me to verify a refund on a canceled reservation. They claim to have processed refunds totaling $1,097.24, but they will not provide any transaction details.When I requested standard refund documentation (transaction IDs, Acquirer Reference Numbers, refund receipts, or confirmation of the card/account credited), their agents stated multiple times that no formal documentation is issued for refunded reservations. This is not a standard industry practice all legitimate refunds have traceable records through payment processors.Consumer Harm Because Lodging Support refuses to provide this documentation:I cannot verify the missing $509.78 balance of my ********* bank cannot trace or dispute the transaction without the *** or processor ID.I have been left in a loop of repeated, copy-and-paste answers from support agents with no resolution, apology, or accountability.Pattern of Concern This practice raises concerns that Lodging Support (HotelPlanner):May not have actually processed the refund they claim, or Is intentionally withholding transaction data from customers, making it impossible to resolve **************** Request I am asking the BBB to investigate Lodging Supports refusal to provide standard refund documentation, and to require them to:Provide the transaction numbers, refund receipts, and funding confirmation for the refunds they claim to have processed.Correct their business practice of denying consumers access to basic proof of refund.Either verify and complete my refund or reissue the missing $509.78.Resolution Sought I want Lodging Support to change its policies so that customers are not left in this position. Every refund should come with a receipt and a transaction trace number no exceptions.Business Response
Date: 09/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,097.24 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 10/07/2025
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:09/24/2025
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.
Over charged. No resolution. Saying it's not there problem. Mine.Business Response
Date: 09/24/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Business Response
Date: 09/26/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $588.05 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 09/29/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $588.05 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/23/2025
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.
******************** in **********, ** via ************* (disputed business) July 6, 2025 to August 4, 2025. I called Hotel Planner (what I thought was Carriage House through an online search) to secure a long term booking and was assured to be charged at a government rate. The agent misrepresented that this booking was directly with the hotel, I was deceived as to believing I was speaking directly with the hotel front desk. I also specifically requested and I was promised a government rate as I am on active military orders. I can only book this rate to comply with my military orders as given by the *********. We are only allowed to book this specific rate for accommodations.Upon leaving the hotel, the ************** provided what would be the correct charges for this booking with their government rate (attached and this was previously submitted to Hotel Planner) in the amount of $8,983.50 because at check out I was informed it was booked by Hotel Planner at the standard rate. The company **** me the difference of what was charged in their error. Hotel Planner charged a total of $12,390.60 on my **************** card and billed the standard rate daily not the government rate. It should be noted that I was not provided an itemized bill from Hotel Planner. Therefore, I am owed a refund of $3,407.10 and in the original form of payment (Amex card ending in 61004).I feel the company took advantage of me and my specific request for a government rate that I was assured but not provided and then booked at the higher rate, this booking was for military orders to continue my service as an active service member with orders to report to ************. I trust this is more than sufficient to resolve this issue, I have called, emailed, and communicated everything with the company for months with no resolution. I am grateful for any time and consideration in resolving this matter.******* M. ***** LTJG U.S. Navy ************ **********************Business Response
Date: 09/24/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
kindly,
******* *********
Customer Answer
Date: 09/24/2025
Complaint: 23925310
I am rejecting this response because: this is the previous response they provided, this appears to be a generic response. I have provided all the information for a refund that was their error, I am currently paying interest on my credit card for an overcharge of $3,407.10, which is unacceptable, I need this resolved, it is not that complicated.
Sincerely,
Savanna UrbanBusiness Response
Date: 09/26/2025
Hello Savanna,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a refund of $3,500.00 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
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