Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,157 total complaints in the last 3 years.
- 654 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Wednesday, July 10, 2024, I called what I thought was the Motel 6 direct reservation line to reserve a room at the property located at **************************************************************************. In fact, I called the Hotel Planner number at ************. I asked if the property had power and AC and was told yes, of course. by the booking agent. I reserved a room for two nights, July 10/11. Upon arrival at the property a short time later, I saw, and was advised by motel staff, that the property did not have power, and had not had power for several days due to the hurricane. I immediately canceled my reservation and noted property does not have power as my reason for cancellation. I then received a cancellation confirmation notice via email. Today I received a notification that I was being refunded for only one nights stay. I believe Im due a total refund, because I made the reservation based on a lie. I believe this kind of treatment also involves price gouging during a FEMA designated natural disaster. I contacted Motel 6 directly regarding this matter and was told there had been no charges for the two nights because I had canceled my reservation. I was also told that I had to contact Hotel Planner directly to discuss a full refund. I have been unable to find any way to actually contact Hotel Planner except to make or cancel a reservation. No phone number to call that connects directly to a customer service representative.
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: 07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello BBB,I reserved a hotel for my son and his wife on (in his name) 4/17/2024. He was coming to celebrate his graduation with his master's degree 5/25/2024. His wife ended up in ER on 5/16/2024 so he cancelled the trip. I let help@lodgingsupport know 5/16/2024. ***************************** approved the refund on 5/17/2024. I was forwarded to hotelplanner.com *************). At this time, I spoke to **** (for a second time) on 6/11/2024. She told me to give the refund another thirty days and I have yet to receive my refund.Business Response
Date: 07/24/2024
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 **************************************************!
Kindy,
*********************************
Customer Answer
Date: 08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************************Customer Answer
Date: 08/09/2024
Need the link to write my review.Initial Complaint
Date:07/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We made a hotel reservation through this website to attend the wedding of our close friends. We made our reservation on 1/19/2024. On 4/10/2024 we cancelled our reservation as we discovered that our hotel reservation was incorrect considering the information we had provided during the booking process. The hotel reservation would have been for 5/4/2024. The company offered us a partial refund, then a "credit" for a future stay; both of which we did not accept. The company then offered us a full refund of $514.04 which we accepted. The company then proceeded to not issue a refund to our bank account. We have attempted multiple times to address this issue with the company through email and telephone conversation. The company claims that they have given us our refund and returned it to the same bank account which our initial payment was made from, however, they have not deposited the refund into our bank account. We provided the company with our bank statement through email to show the company this, and have also asked them to provide documented proof that any refund transaction to us has been fully cleared with the company's bank also, but they have not done so and they will not return our messages nor speak to us any longer. It has not been two months since we started this "refund" process and we have had no success in receiving our refund. We have documented email communication for much of this communication with the company. We have also filed two different refund requests on the company website. They have essentially decided to steal our money at this point.Business Response
Date: 07/03/2024
This complaint is not for our business. The Knot does not offer any reservation services directly, but we do partner with a company called HotelPlanner to offer reservation services. Because all reservation services are handled by this third party, we are unable to manage any reservation or refund requests for them. You will want to continue to work directly with HotelPlanner regarding your request: ************************************************
Business Response
Date: 07/24/2024
Hi *******,
I have some exciting news to share with you! I am please to inform you that a full refund of $514.04 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If there were any additional charges made to you, please be advised that the refund will have to come directly from the hotel since they were the ones to charge you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Initial Complaint
Date:07/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 4, 2024, I thought I was contacting a Best Western Hood River directly by calling an 800 #. The gentleman that helped me acted like he was with Best Western and told me, althought the dates I wanted to make reservations for were two months away, that there were only two rooms left for these dates. I was attempting to make the reservations for two rooms for two nights. He quoted me a very high price, so I told him I needed to think about it. I called back a second time but to, what I thought, was the direct local line to the hotel. The women told me the price and it was roughly $150 less. I told her what the previous gentleman told me. She said that was because his quote included the benefit of "fully refundable" where, if cancelled, you would still have to pay for the first night. Because one room was for my visiting daughter from the **, I didn't want to risk having to cancel and lose money so I went with the fully refundable, more expensive option. I called a third time and purchased the rooms. Coincidentally, within two hours of making the reservations, I learned that my daughters plans had changed. I called the number on the email that this company had sent me to confirm my purchase to cancel the "fully refundable" reservations. At this time they told me that I had purchased a "conditional refund protection plan" and I would have to pay for the first night for each room. They refunded me $854.48 from the original $1,854.22 I paid. I immediatly filed a complaint with the "Escalation Team" and have called back repeatedly to get more information. They have hung up on me twice and are no longer answsering my calls. I've used different phone numbers which they do answer. I would never use this misleading, manipulative, untruthfull company.Business Response
Date: 07/24/2024
Hello ****,
I come bearing happy news! I am please to inform you that a full refund of $1,854.22 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If there were any additional charges made to you, please be advised that the refund will have to come directly from the hotel since they were the ones to charge you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!
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. It is true that, after weeks of much stress and repeated calls to HotelPlanner, I did receive a full refund. BUT, I will never deal with them again and advise others against it. In all my calls, they continued to pretend that Best Western was involved in the case. I am a repeat customer with Best Western and they told me that it was a third party that I (accidentally) reserved rooms with and that they could not even see how much they had charged me for the rooms (much more than I would have paid if I had directly been reserving through Best Western) and that they were not at full capacity which HotelPlanner told me they were which was why they charged me so much. HotelPlanner did pretend to be Best Western and in their response, continue to do so.
Sincerely,
*******************Initial Complaint
Date:07/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 3rd, I called this company spoke with a reservationist asked her if the Hyatt Place ****** was the hotel hosting the *************************** the agent stated "Yes ma'am". I proceeded with the reservation process, I asked for two **** in the room registrar stated "yes ma'am, you will have two queen **** in the room." The agent then went on to explain to me that they had limited rooms and I needed to book right away the price that I was quoted was $673.49. I gave the agent my credit card number she explained to me that the reservations were non-refundable (unless you have illness or other reason for cx) trusting that I was actually speaking with the hotel and not a third party agency. On Friday the 5th of July I looked on the website for the ************************** only to find out it was a different Hyatt ******. I called back the number that I got my confirmation from spoke with a different registrar who then attempted to make an effort to empathize stated at that point they would forward this information to a team of some sort who investigates these matters. I was unsettled with that answer, I decided to call a different no# to the *********** it was then that I discovered from the Hotel agent that this company was a 3rd party agency. The Hyatt agent explained that they don't receive any money from the 3rd party agencies until the day before customers are to check in. I have called my bank and had a representative on the line and she pressed them for an actual response deadline they gave 24hrs, stating someone would return my call and or send me an email. It is now 5 business days later and no resolution insight. Tues night I even asked to speak to someone in management the person took down my name, my # but of course, no call. Again Weds I Itold them that I would be reporting them, I got the same empty responses, almost robotic I'm sorry ma'am I understand we have expedited this matter to our team. I just want my money back!Business Response
Date: 07/24/2024
Hello,
Thank you for bringing this to our attention, I am pleased to inform you that a voucher of $620.73 has been issued to you. The voucher has been sent to your email!
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 bookingsIf you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 07/25/2024
Complaint: 21978421
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:07/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pretended to be the hotel front desk, charged $100 per room more than the website, said the reservation had 24 hour cancellation policy, when we tried to call back and cancel they said it was non-refundable and kept hanging up on us, finally got thru to someone who said they will investigate, but would not issue a refundBusiness Response
Date: 07/22/2024
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: 07/23/2024
H8851999Customer Answer
Date: 07/24/2024
Complaint: 21978323
H8851999
Sincerely,
*******************Business Response
Date: 08/14/2024
Good Evening *****,
I come bearing happy news! I am pleased to inform you that a full refund of $726.04 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,
*********************************
Customer Answer
Date: 08/18/2024
Complaint: 21978323
I am rejecting this response because: the merchant did not issue a refund until after we filed a chargeback with ***************** Amex advised us that **** and MasterCard would not have had the same policies and we would have been stuck.This company is a scam, and needs to change their business practices. Refunds should not be reserved for Amex customers willing to make 14 phone calls and get hung up on multiple times. The games need to stop!
Sincerely,
*******************Initial Complaint
Date:07/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went through ************* to book a hotel stay for (2) rooms at the ****************** in *****, *** from June 1-4, 2024. As it turned out my daughter did not go so I only needed (1) room to stay at the hotel. Then my cousin invited me to stay with them for the remaining (2) nights so I only needed the (1) room for (1) night. Ive been trying to get my refund since June 29, 2024 and was told it would take up to (10) business days. After booking the rooms in May, I tried to get my refund after my daughter decided not to go with me but I used the wrong confirmation number. I finally gave them the right confirmation number on June 29, 2024 after looking back and checking my email. The confirmation number is : *******. I should be getting back close to $1000.00. Thank you,***********************************Business Response
Date: 07/22/2024
Hello,
Thank you for bringing this to our attention! After taking a deeper look into your reservation, I see that our agents are working hard to find a resolution your inquiry. As soon as I hear back from them, I will let you know, but if you have any further questions or concerns in the meantime, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Initial Complaint
Date:07/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $332.52 for 2 rooms. I called back within 20 minutes to change reservation by 1 day. Was told 30% penalty. I wasn't told of this at initial purchase.Expedia. Koeneisha did original reservation. I want full refund! I cancelled reservation. They have now removed all confirmation info from my email!!Business Response
Date: 07/22/2024
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: 07/23/2024
I called within 20 minutes to change reservation by 1 day. I was not told 30% penalty upon original reservation. I have received ****** credit. I want the other ***** credit!
Total original was 332.52
Customer Answer
Date: 07/24/2024
Complaint: 21969631I called within 20 minutes to change reservation by 1 day. I was not told 30% penalty upon original reservation. I have received ****** credit. I want the other ***** credit!
Total original was 332.52
Sincerely,
***************************Business Response
Date: 08/02/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $332.52 has been issued back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:07/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 22, 2024 I made hotel reservations. They added ***** hotel cancellation insurance which I did not request. I immediately contacted them to cancel the insurance and issue me a credit. They confirmed the cancellation but never issued the credit. It's July 9th and still no credit. I have contacted them 8 times and no credit. After filing this complaint I will contact them again to inform them of my actions.Business Response
Date: 07/16/2024
Hello *******,
I have exciting news for you! I am pleased to inform you that a refund of $21.24 for the insurance 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 *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Initial Complaint
Date:07/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Sunday June 9th we decided to take our first away from home vacay in more than 20yrs,so I went to what appeared and thought to be the Hotel of choice for our trip.We booked the room and received itinerary H8616973 for dates July 1st thru July 5th.The itinerary even had Days Inn's logo and everything,making it look all legit.The rooms were booked @ $349.00 per night plus $181.06 cancelation fee,and $183.54 recovery tax and fees.I also noticed a second recovery tax and fee charge of $734.14 making my total charges on my card $2,311.21.So I decided to question this with the Hotel at our checkout,at which time I was informed the booking was charged to a Mastercard ending in #@$!,at which I pointed out I use my Discover ending in %[email protected] lady then noticed the charged card was a third party payment for roughly around $1,500.After getting back home I contacted the phone number on the itinerary and question the math of the charges,I was then informed that on top of the 349.00x4 nights,I was also being charged the $183.54x4 also.I understand a company needing to make a profit,but this equals to basically paying for a fifth night we never got to enjoy.I just guessing FL tax rate somewhere around 10%,which on $349.00 per night would be $34.90 per night,so how is $734.14 a justifiable amount for the 4 night stay.Business Response
Date: 07/22/2024
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: 07/22/2024
Complaint: 21959651
I am rejecting this response because:
This is the same response I received from them when I previously contacted them directly before filing this complaint with the BBB.
Sincerely,
*************************Customer Answer
Date: 07/29/2024
Update,they did the right thing and gave me a credit for the overcharge.Business Response
Date: 08/02/2024
Hello *******,
Thank you for your patience! I am pleased to inform you that we have issued a refund of $600 back onto your card, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me via email at **************************************************!
Kindly,
*********************************
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