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

1,151 total complaints in the last 3 years.
649 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:07/23/2025
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 made reservations at *********** in ******** AZ for July ***** 2025. I cancelled on July 9th which was within the time frame. They credited my account ***** leaving ****** balance. I spoke to ***** on the 9th and he assured me I would get a full refund after it went through approval within 2-10 days. I spoke to *** on July 20th and he assured me I would have the full refund by July 23rd. I got an email on July 23rd that it is being reviewed and I would see my refund within 10 days. I called on July 23rd and spoke to ****** and she said a supervisor would call me ASAP but I have not received a call.
Customer Answer
Date: 07/23/2025
They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.
Business Response
Date: 07/23/2025
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: 07/24/2025

Better Business Bureau:

They have called me and said my full refund will be in my account by 11:59 pm on 7/24/25.

Sincerely,

******* *****
Business Response
Date: 07/25/2025
Hello *******,
We appreciate your patience! I am excited to inform you that a full refund of $168.65 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: 07/25/2025
I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!
Customer Answer
Date: 07/25/2025

Complaint: 23642543

I was told my money would be in my account by7/24/25 and it is not there. I called again this morning and they want another 2-10 days for it to appear in my account. I would like this case opened back up and want to move forward with my complaint. Thank you!

Sincerely,

******* *****
Initial Complaint
Date:07/22/2025
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.
Booked a hotel on July 4th and was told no service dogs so they cancelled it and said I would receive a refund in 5-10 business days. It has now been 15 days and no refund. I did receive a cancellation notice for the ******** in ************, ** and hotel said they cancelled immediately and never received any funds. Every time I call they say theyre forwarding to escalation team and nothing happens.
Business Response
Date: 07/24/2025
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,
******* *********
Business Response
Date: 07/25/2025
Good Afternoon *****,
Thank you for your patience! I am happy to inform you that a full refund of $241.08 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. Feel free to reach out to me personally with any further questions or concerns, my email is ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/25/2025

Good Afternoon *****,
Thank you for your patience! I am happy to inform you that a full refund of $241.08 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. Feel free to reach out to me personally with any further questions or concerns, my email is ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:07/22/2025
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.
Refund for hotel room that was canceled June 21st for a June 22nd hotel stay. They have paid *****, but still owe me *****. They said it would take up to 10 business days. I've called five times since then and they always say that are sending it to escalations team, but the "team" does not have a phone to speak to them directly. They requested I send an email to ********************************* I've done this twice with no response. It is now a month later and still have not received this refund.
Business Response
Date: 07/22/2025
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,
******* *********
Brand Ambassador
************************************

Customer Answer
Date: 07/23/2025

Complaint: 23637456

I am rejecting this response because:
They have been saying they have been working on it for over 30 days now. Yesterday I called them again and got the same response that they are making sure their "escalations team" is working on it. They said I would get another follow up email regarding this and I did not.

Sincerely,

***** ******
Business Response
Date: 07/25/2025
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,
******* *********
******************************************************************
Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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: 07/25/2025

Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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: 07/26/2025

Complaint: 23637456

I am rejecting this response because:
The ***** has not been refunded yet. Its currently one month and two days since cancellation of my hotel room and request for refund. I was told it would take 10 days.

Sincerely,

***** ******
Business Response
Date: 07/28/2025
Greetings,

Thank you for your patience! I am pleased to inform you that a full refund of $102.48 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: 07/29/2025

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:07/21/2025
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 5/14/25, I called ************* to make reservations at ***********, **** for June 25th-28th. I told the Hotel Planner (HP) agent I wanted shop prices around before making reservations. The ** agent suggested to make reservations, so we could lock in lower prices, and if we needed to cancel, we could cancel and get a full refund. I asked the agent several times on their recorded call that I would indeed get 100% refund. Once I confirmed multiple times about getting a full 100% refubd, I made the reservations. Within 24 hours of making the reservations, I called to cancel with HP. Thats when I learned the original HP lied. We were charged one full night. Naturally, I was shocked and escalated our case for a full refund. Management at ** did agree that we would get a refund, and we were told it would take several days. We have followed up with ** for our refund and each time they assure us its on its way. We are exhausted by HP runaround. We asking for BBB to help us.
Business Response
Date: 07/22/2025
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,
******* *********
Brand Ambassador

Customer Answer
Date: 07/22/2025
Sorry, *******, but we have been told multiple times that your group is looking into processing our refund.
Too much time has elapsed without a solution. Please personally see to it that we are made whole.
Complaint: 23633435

I am rejecting this response because:

Sincerely,

****** ****
Business Response
Date: 07/25/2025
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 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.
Initial Complaint
Date:07/21/2025
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.
Reservations made by phone 7/10. Agent wrote wrong date. 7/7,8,9. Arrived to find no room. Special needs son EXTREMELY upset.. Couldn't understand why we had to leave After many calls received a text on Mon July ************************************************ 3-7 days. 19th asked if they could expedite return. No money as of yet. Shoddy business tactics. Never again use.
Business Response
Date: 07/22/2025
Good Evening *****,
I have exciting news to share! After taking a deeper look into your reservation, I see that a full refund of $851.70 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:07/21/2025
Type:Billing 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.
When I called the local phone number I looked up online for the Holiday Inn Express in ********, *******, and the person answered, "Holiday Inn Express, ********," I had no reason to suspect that the person I was talking to was hijacking my travel plans and booking them through Hotel *********** without my consent. I booked 3 rooms- one for my husband and me, one for just my sister, and one for just my cousin. The clerk seemed very scattered, and I had to repeat myself several times. At the end, she needed my credit card to HOLD the rooms - I distinctly recall the word HOLD because my sister was listening in making sure she could pay with her card with her rewards at checkout. When we got to the hotel, we found we had the reservations, but they had been made through a third party- and the strange thing was they couldn't figure out which third party it was! Anyway, it was all PREPAID at higher than their going rates and double-occupancy for all three rooms. Since we hadn't paid them, there was nothing they could do about it, and they didn't even know which third-party company it was, they guessed Priceline. Every communication I've had from this company either masks itself as the Holiday Inn Express, or is completely generic with no identification at all. The only way I was able to determine that it was Hotel *********** is from the number after the hotel charge on my Discover bill, and even that is only the support line number. They're doing everything they can to hide that they hijacked my hotel reservation. It's all very shady. I didn't want to prepay for my sister and cousin! They wanted to use their own cards and pay on their own terms. Also, the clerks mentioned that usually when people go through third parties, they get better rates, but we were paying much higher rates than everyone else! They said if we had booked directly through them, we would've gotten the rooms for $206.00 instead of $262.00 each. Please make them stop hijacking people.
Business Response
Date: 07/22/2025
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,
******* *********
Brand Ambassador

Business Response
Date: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $118.04 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: 07/25/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $118.04 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: 07/29/2025
I don't wish to drag this out, so I'm going to say I'm satisfied, but I'm not . Hotel *********** touts an A+ rating from BBB on their website, but I can't imagine people would be happy with them.
I have NO IDEA how they came to the decision to refund the amount of $118.04 - just a trivial amount for them to make this all go away, I guess. No mention was made of stopping their nefarious methods of hijacking people's hotel reservations and communicating as if they are actually the hotel. I hope the BBB will keep an eye on them and not allow them to continue their sneaky ways.
**** ****
Customer Answer
Date: 07/29/2025

Better Business Bureau:

I don't wish to drag this out, so I'm going to say I'm satisfied, but I'm not . Hotel *********** touts an A+ rating from BBB on their website, but I can't imagine people would be happy with them.
I have NO IDEA how they came to the decision to refund the amount of $118.04 - just a trivial amount for them to make this all go away, I guess. No mention was made of stopping their nefarious methods of hijacking people's hotel reservations and communicating as if they are actually the hotel. I hope the BBB will keep an eye on them and not allow them to continue their sneaky ways.
**** ****
Initial Complaint
Date:07/20/2025
Type:Service or Repair 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 the number to the hotel but was redirected to some place in *****. I said the price was higher and he said it was because of the tax and fees. I asked about getting the same room we like and he had no clue. So once I hung up I thought things did not sound right. I looked up the number again and finally did get through to the hotel. This person was very misleading. Then I see they have an insult charge in the email if you cancel which I did because I still thought this was a scam. I will dispute this charge on my credit card. He never identified who he was with. I thought I was speaking to the hotel.
Business Response
Date: 07/21/2025
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: 07/24/2025

Complaint: 23627639

I am rejecting this response because:

Sincerely,

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

I want a full refund. I thought this was the hotel but nothing was like it had been before when I had made reservations. They charged my card immediately. They asked if I agree with the price which I've thought was weird. I asked about the asuite we usually get and he acted like he had no clue. Then before hanging up I started to feel this wasn't right and asked where he was located. Texas he said. I thought I was talkng to the hotel in ******** because the area code was 231 which is up norths area code. Nothing added up after I hung up. Then I got an email with them charging me immediately not giving me a 2 week window to cancel like most hotels do and they said they would charge me for a full night if I canceled. This is such a scam. This is like a usury tax. They refunded pay off the amount but I want a full refund.
Business Response
Date: 07/25/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,569.32 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: 07/25/2025

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:07/19/2025
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 made a reservation today (7/19/25) through Room77 by calling ************. Before booking, I explicitly asked if I could bring five indoor cats to *********** in ******, ****** as I am relocating to **********. The representative told me yes, that it was fine and permitted.I immediately called the actual hotel afterward to confirm. The front desk told me that they do not allow cats at all, under any circumstances. I called Room77 back, and when I asked to be transferred to billing, I was hung up on.I then called again and was told only taxes and fees would be refunded, even though the reservation was made just 20 minutes earlier and the basis of the booking (pet acceptance) was false.I am requesting a full refund ($259.48), including the $177.99 nightly room charge. This is a textbook case of misrepresentation and an invalid transaction under FTC and consumer protection guidelines. I was also not informed of the cancellation/ refund policy. I will also be submitting complaints to the Washington State Attorney General and Florida Attorney General (Room77 is part of Lexyl Travel), and I am adding my name to the class action lawsuit currently active against Lexyl Travel Technologies.
Business Response
Date: 07/21/2025
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: 07/22/2025

Complaint: 23625563

I am rejecting this response because no refund has been issued and no timeline has been provided after three days.
I was misled into booking a room under the false pretense that cats were allowed, as confirmed directly by the agent who took my call. I contacted the hotel front desk within minutes and was informed that they do not allow cats at all. The agent also failed to disclose that the room was non-refundable or explain the cancellation policy.
I filed this complaint promptlywithin an hourafter realizing I had been misled, and the reservation company refused to issue a refund. The agent's incorrect assurance has resulted in a financial loss and emotional distress during a major interstate relocation.
Unless a full refund is issued immediately, I do not consider this matter resolved. I expect a direct resolution or refund confirmationnot a vague

Sincerely,

***** *******
Business Response
Date: 07/25/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $259.48 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:07/18/2025
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.
Place reservations through this third party for a stay at ******** in **************, ***** and it was supposed to be for June 26 - June 27. When I received my email confirmation through Hotel Planner, it was for June 11 - 12 (which was incorrect). I called Hotel Planner right away to change the date. I never received an email confirmation from Hotel Planner. When I arrived in **************, ***** and called the ********, they had me in their system as a NO SHOW. No one from Hotel Planner ever called the ******** to change my date. I had to repay for my stay directly through Days Inn in order to stay there and already paid through Hotel Planner I have been continually trying to recoup my money from Hotel Planner calling several times and receiving an email stating I will be getting my refund. I have yet to receive it. I told them I was contacting the BBB. So, here I am.Their phone number is: ************ Itinerary Number H11611732 for $117.65
Business Response
Date: 07/18/2025
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: 07/21/2025
Good Day,
I received your response in pursuit of my refund I still have not received.
I have a past email (I should have put into my file to forward to you) for proof WEEKS ago they were going to refund me).
I have not received my refund and I will keep pursing this until I get it. It is due me because of their error and I'm being held up
for $117.65 because of it so, I am going to continually watch for it.
My question is: I had to cancel my card because it was compromised when I used it during that time and if I'm getting my refund put back on that card, it is no longer active. What should be my next step with this situation? I'm not emailing my replacement card information.
Sincerely,
**** ******-****
PS - I was told in a prior email from Hotel Planner I was getting my refund in 10 days and it didn't happen then either.
Customer Answer
Date: 07/21/2025

Complaint: 23619016

Good Day,
I received your response in pursuit of my refund I still have not received.
I have a past email (I should have put into my file to forward to you) for proof WEEKS ago they were going to refund me).
I have not received my refund and I will keep pursing this until I get it. It is due me because of their error and I'm being held up
for $117.65 because of it so, I am going to continually watch for it.
My question is: I had to cancel my card because it was compromised when I used it during that time and if I'm getting my refund put back on that card, it is no longer active. What should be my next step with this situation? I'm not emailing my replacement card information.
Sincerely,
**** ******-****
PS - I was told in a prior email from Hotel Planner I was getting my refund in 10 days and it didn't happen then either.

Sincerely,

**** ******-****
Business Response
Date: 07/21/2025
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: 07/24/2025

Complaint: 23619016

I have yet to receive my refund.

THIS NEEDS IMMEDIATE ATTENTION AND HERE'S PROOF I AM GETTING A REFUND.

Sincerely,

PS - I had to get a new debit card from the bank because it was compromised after I used it through Hotel Planner or when I had to use it through Days Inn directly therefore, WHEN they are attempting to credit me, I have a totally different card number now.

Sincerely,

**** ******-****
Customer Answer
Date: 07/24/2025

Complaint: ********

From: **** ******-**** <******************************************************************************>
Date: Thu, Jul 24, 2025 at 9:46 AM
Subject: Re: You have a New Message from BBB Serving ***************** & the Caribbean Complaint #********
To: Better Business Bureau <************************************************************************************************************>

I have yet to receive my refund.

THIS NEEDS IMMEDIATE ATTENTION AND HERE'S PROOF I AM GETTING A REFUND.

Sincerely,

PS - I had to get a new debit card from the bank because it was compromised after I used it through Hotel Planner or when I had to use it through Days Inn directly therefore, WHEN they are attempting to credit me, I have a totally different card number now.

Sincerely,

**** ******-****
Business Response
Date: 07/25/2025
Good Morning Hope,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $107.20 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: 07/25/2025
Good Morning Hope,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $107.20 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: 07/28/2025

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:07/17/2025
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 made a reservation at *********** in ************. Thinking that I was making reservations through the main number they switched me to hotel planer unbeknownst to me for May 2-4 for 2 rooms. Because of illness of my husband we were unable to make the trip. I called next day and canceled both rooms. I received half the money for 1 room and I called to complain that I canceled 2 rooms. They therefore sent me back half of money for 1 room but never refunded the other room. Ive called numerous times and left messages but with no response. Please help me to recover my second room cancellation of $316 dollars.
Business Response
Date: 07/18/2025
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: 07/21/2025
Greetings,
I'd love to help clarify! Please keep in mind that your reservation had a cancellation policy!
I am pleased to inform you that a refund of $161.64 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: 07/22/2025
Greetings,
I'd love to help clarify! Please keep in mind that your reservation had a cancellation policy!
I am pleased to inform you that a refund of $161.64 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: 07/29/2025

Complaint: 23615797

Code 23615797-f8197 thank you for your fast response. But Im not satisfied with answer from company. I called the hotel directly and someone switched me unbeknownst to me to hotel planner. I believe I deserve all my money because I canceled in proper amount of time and I should not be penalized for something I did not agree upon. Thank for your quick response.

Sincerely,

**** *******
Business Response
Date: 07/29/2025
Greetings,
I'd love to help clarify! Please keep in mind that your reservation had a cancellation policy!
I am pleased to inform you that a refund of $161.64 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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