Complaints

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

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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:03/17/2023

  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 Jan 21, 2023 I called *************** in ********* and instead got these thiefs and paid &***** for 7 days with the provision I would have a smoking room, guarantee. At the same time my daughter and her friend checked the rates and wanted to see a room. They found the daily rate to be $74 a night and they had no smoking rooms. She immediately called me and I cancelled the reservation with Hotel Planners within an hour. *** made many calls to them and always get the answer that I should have a credit to my Credit Card within 3-7 days Since January 21st 2023 to this date, March 16, 2023 just promises and no credit to my card I want my $***** ASAP as I am entitled to it without crazy fees deducted. I was deceived and lied to when i made this foolish reservation.

  

  Business Response

  Date: 03/19/2023

  Greetings,

   

  After looking into your complaint further I can see that a full voucher was issued first. Please accept our sincere apologies about the delay surrounding your full refund. Please be assured a full refund has been issued. It will take about **** business days to see that refund reflected on your account. If it is beyond 10 business days, please follow up with your bank.

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

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

• Initial Complaint

  Date:03/10/2023

  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.

  RE: Conf: ************** H6341794; Hotel Planners On the evening of March 7th, I looked on the internet specifically to make a reservation at the Fairfield Inn located in **************, ** for Memorial Day weekend. I somehow go re-routed to a site. It said it was the Fairfield Inn and it asked for hotel stay dates. I entered them and called the 800 number provided.I was under the impression that I was speaking directly to the hotel and was quoted a price for three days at a charge of $1170.66 for the entire stay. I was also told that the charge would NOT appear OR be CHARGED to my account until the day I checked into the hotel. I asked the reservationist over and over and he kept assuring me that it would ONLY be a HOLD until I checked in on May 26th. That was a complete LIE and a FARCE because when I checked my BANK account on Friday, March 10, 2023, I learn that the company had debited my card for $1170.66. This is outright FRAUD and a SCAM!!!The day I made the reservation, I was told, over and over [because I kept asking] OVER THE ****** by the reservationist that I had up until April 24th to cancel for a FULL REFUND. I was hesitant about making the reservation. However, my friend who was in earshot of the entire call advised me to go ahead since the reservationist had provided a date in the remote future for me to cancel without penalty.On Friday, March 10, 2023, I decided to call and cancel this reservation. I spoke with a customer service agent by the name of ***. *** put me on hold for a few minutes while she called the hotel who informed her that the reservation could be canceled without penalty. She then proceeded to tell me that she would request a full refund through an escalation team and that they would be emailing me but that they may NOT ***** me the full refund, and may charge me 33%. I told her that I had never received a confirmation. So she resent one while I was on the call and the cancellation policy appeared, conveniently, under their cancellation policy in the email. I am requesting a FULL REFUND of monies because I felt that I was SCAMMED AND LIED TO. Had I been told about the cancellation policy; I would have NEVER made this reservation or agree to have that much money taken out of my account as it nearly ran my account into OVERDRAFT causing me to have to transfer funds from my savings into my checking account.

  

  Business Response

  Date: 03/13/2023

  Greetings,

   

  Please accept our sincere apologies about your experience. Your entire refund has been processed. Please allow **** business days to see that refund reflected on your account.

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,
  *****************************

  Customer Answer

  Date: 03/13/2023

   
  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:03/09/2023

  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.

  My husband made a reservation online at a hotel for 3/3/23-3/4/23 and thought he was making it directly with the hotel. He was not. Hotel Planner makes it look like youre booking with the hotel. (Even when you call customer service, the recording states Thank you for calling our customer service. They do not identify themselves. He never got a confirmation of the reservation and was never able to see the proposed fees. He wasnt even sure the reservation had gone through! He called the hotel and they said that we must have booked with Expedia or a third party, and that they did see the reservation. We thought all was good. Upon checking out, we were charged almost $500 for a two night stay! They charged a nightly room fee that was higher than advertised and then on top of it charged $97 additionally each night for fees. He never agreed to that, and we would have immediately canceled our reservations through them if we had received a confirmation. We tried to call customer service as soon as we saw the charges hit our credit card, but no one answered and no one has returned our call.We are seeking a refund or adjustment to our bill with appropriate charges. When I asked the hotel what their rate was for those nights it was $115.00/night. I have attached the receipt that we received once we checked out. Again, please note that their business name is nowhere on the receipt.Thank you for your help!

  

  Business Response

  Date: 03/10/2023

  Greetings *****,

  
  After looking into your complaint, I can see that you left a voicemail at 9:10AM on Sunday. One of our agents responded via email at 9:17AM asking for a photo of the charges in question. There was no response to our agent. 
  
  When trying to book directly with the hotel, it is imperative that you book directly from the hotels website found when you ****** the hotel name. Often times people will scroll looking for the best rates and end up booking the best rates instead of booking directly with the hotel. All polices, prices and information must be confirmed via a check box before confirming the reservation. Once the reservation is completed, you are held to the policies to which you agreed. 

  
  As an explanation of the taxes and fees: The tax charge on *************** transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with our customers purchasers. We are not the vendor collection and remitting such tax to the applicable tax authorities. The vendors bill us for applicable taxes, and we remit such amounts directly to our vendors. We are not a co-vendor associated with the vendor with whom we book to reserve our customers travel arrangements. Taxability and the appropriate tax rate vary greatly by location. The actual amount paid to a vendor may vary from the tax recovery charge, depending upon the rates, taxability or other factors in effect at the time of the actual use of a given travel service by our customers. We do not incur the cost of sales tax from the vendors located in ******, ********, ************* and ******, as these states do not impose sales tax. Also, certain jurisdictions impose a hotel occupancy tax or other type of transaction tax upon the renting of a hotel room, an automobile, etc. The type of tax collected by a vendor will vary by service and location. We use third party distribution channels for individual reservations. 

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

   

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19560883
  
  I am rejecting this response because: A confirmation was never sent at the time of booking.  If the confirmation had been received, we would have had an opportunity to cancel and correct our error and book directly with the hotel. Also, an email was not received after my call.  Why wasn't I called back?   
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/14/2023

  Greetings,

   

  Please see attachments to see the emails were sent.
  
  The reason the agent did not call you back is we would have needed to see a photo of the charges. We would have needed you to send a photo of the charges for further review. The agent requested that to try to speed the process for you.

  As a gesture of good will, I can offer a voucher for $75.00 for future reservations. If you have any further questions or concerns, please feel free to reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19560883 
  
  I am rejecting this response because: I have had such a terrible experience with ************ that I have absolutely no plan to use this business again.  I would request that the $75 voucher be turned into a $75 refund.  Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  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.

  This company fraudulently posed as the DoubleTree hotel reservation desk when I was trying to book a reservation under my daughter's soccer team tournament block. The person (who did not have access to the block information fraudulently claimed that the block was full). I was unable to get a full refund and this company charged my credit card on the day I called (not the day of the reservation which is 3/17/2023. My credit card description falsely shows that it is a DoubleTree and arrival of 1/26/2023. They are posing as a company they are not. The DoubleTree confirmed this and it has been reported to their corporate office.

  

  Business Response

  Date: 03/08/2023

  Greetings,

   

  We are so sorry to hear about the issues you encountered when booking. We definitely take complaints like yours very seriously. You were issued a full refund as of February 28. It does take about **** business days to see the full refund on your account.

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:03/07/2023

  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.

  Itinerary #H6145574. I booked a reservation on Jan 28th for Feb17-19. I stated I was booking under my daughters dance team block the rep. said he looked up the block and that there was one room left, so I booked it. On Feb 5th I called the hotel (hotel has record of this call) updated my reservation to Feb 17th-18th. On the day of my stay, the hotel tells me that they had record of my update on Feb 5th of just one night but on Feb 16th hotel planner changed the reservation back to two nights?!? I had never even heard of hotel planner all along it seemed as if I was booking with hotel directly. After multiple calls between myself, the hotel and hotel planner; the hotel agreed to refund hotel planner. Hotel planner tells me that I will be refunded for this reservation $393.48 as long as I rebooked with them for the one night I needed. I agreed to a refund and rebooked as it was the day of my stay so I didnt really have another choice. Shortly after the call I receive a text that showed a voucher. THIS IS NOT A REFUND!!! This is not what I agreed to!!!!! Between the hotel (Best Western Premier) and hotel planner I have made well over 20 calls referencing #H6145574 and #H6240526. These companies point blame at one another and pretend they are not affiliated or work with each other on things but from what I have read on other responses from hotel planner on BBB they do in fact have the ability to communicate. The hotel planner rep would not have been able to see that my dance team had a block with the hotel if they werent affiliated somewhat or he was bull****** with me and pretended to look up the block and didnt which is very misleading and non-ethical. Above all else, the General Manager at the hotel stated he refunded your company on Feb 17th $222.98!!!! After multiple attempts to get a refund not a voucher I receive a text today referencing a voucher again!!!! I DO NOT WANT A VOUCHER, I want the $236.89 refunded to my credit card.

  

  Business Response

  Date: 03/08/2023

  Greetings ********,

   

  Please accept our sincere apologies about the confusion surrounding your reservation. I can see looking at the history, the hotel was going to charge a one night stay for us cancelling the room. Since that time, the hotel has refunded us. Since they agreed to the full refund, the remainder of the voucher has been released. It should take about **** business days to see that reflected on your account. 

  If you have any further questions, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:03/03/2023

  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 originally called Thursday evening 3/2 to request modification to the reservation but was asked to call back today 3/3 (this morning).I spoke to a rep requesting a modification to my reservation due to a tornado storm that came through the DFW area. With the condition of the weather and safety reasons to be on the road late at night. Keep in mind that it will myself and my son making that drive to *********, ** which I believe its unsafe for a woman to be stranded on the road with a child late night. I am asking that the hotel planner allow/approve the modification to cancel Friday 3/3 night checkin. This mean I would be checking in Saturday 3/4 and checking out Sunday 3/5.Instead of making the modification, my whole reservation was cancelled. I didnt approve of this cancellation. I am seeking a full refund at this point since they apparently cancelled my reservation. This was my first time booking through HotelPlanner.com and I would never use them again.

  

  Business Response

  Date: 03/07/2023

  Greetings ***,
  
  I am so sorry to hear you were not able to use this reservation. I do understand how that can be a frustrating situation.
  
  We did contact the hotel about cancelling your reservation for the night of 03/03. They advised us at that time they would still charge for the night even if the room was cancelled due to bad weather. They said it is because its the hotel policy.
  
  We, however, understand this situation was beyond your control, we have issued a full refund as a gesture of good will. Please allow **** business days to see that reflected on your account.

  If you have any further questions or concerns, please reach out to me on my personal email.

  Regards,

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

• Initial Complaint

  Date:03/03/2023

  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.

  On February 11, 2023, I was looking to book a hotel room at the **************** in ************, ********** for April 27, 2023 to April 30, 2023. The understanding with the representative is that my credit card would be charged at check in, yet Hotelplanner.com charged my credit card for $477.75 dollars the same day. Now I have been back and forth with my bank and Hotleplanner.com in an attempt to get the funds back. I have been told to contact the ****************, which I have found out does not have a working phone number. The representative has also tried to contact them and informed me that they cannot because the phone number they have on file is not a working number. Per further review **************** has a F rating with the Better Business Bureau in ********** and reviews of past customers state that it is total run down, misleading in the photos and 90% of it is used for housing.

  

  Business Response

  Date: 03/05/2023

  Greetings ******,
  
  After listening to the recorded phone call I can confirm you asked directly about being charged now, or being charged upon arrival. The booking agent said in order to secure the room, you would see the charge now, and you confirmed that was ok. You also agreed to the nonrefundable policy. 
  
  We are sorry the hotel is not picking up any calls. I personally tried to contact them a couple times, there was no answer. The number did, however, work. 
  
  I can understand why this situation is frustrating, but I am not able to refund your card without approval from the hotel. I can offer a $100.00 voucher as a gesture of good will.
  
  If you have any further questions or concerns, please contact me directly at **********************************************.
  
  Regards,
  *****************************

  Customer Answer

  Date: 03/06/2023

   
  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:03/02/2023

  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 booked a hotel room for 3 nights in ******* ********** in October 2022 (6 months ago) for a weekend in March. I got a receipt via email last week (February) asking me to review my stay. I tried multiple times to get a hold of someone using the email and chat links on the review to let them know that my reservation was for the wrong dates and that the event that I booked the hotel for hasn't even happened yet. The company charged my credit card for the full amount of the stay (around $450 dollars) and charged me a $59 service fee. When I saw this I called the hotel and got the ***** number from them to Hotel Planner. They agreed to refund me 2 of the 3 nights and the service charge. However, I have still been charged $150 for one night in a hotel that I have never stayed at. Also, since this is such a big event, the hotels in downtown ******* (where my original reservation was) are now completely sold out or are over $400 a night. Hotel planner refused to pay for the difference in my out of pocket cost for a new reservation. I will be out $150 for the fee plus about $500 more for the difference in room rates. I would like them to refund my $150 and pay for the difference in rates for my stay at the end of the month.

  

  Business Response

  Date: 03/02/2023

  Dear *****,

   

  This is a "Paid at Hotel" reservation, so that means the hotel is the billing party. ************ refunded the service fee associated with this booking. Otherwise, we are not able to refund anything as we did not charge your card anything (besides the service fee that is refunded). We contacted the hotel, they confirmed to us again they are unable to refund anything else due to this reservation being a "no show". We are so sorry about that, we do understand this is a frustrating situation.

  Due to this reservation being booked online, I can confirm this is not a mistake made by ************. However, I would still like to offer a voucher of $150.00 as a gesture of good will. 

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

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

  Customer Answer

  Date: 03/03/2023

   
  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:02/26/2023

  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 used this website to book a room for my upcoming vacation. After reviewing all the room options, I opted to go with a Prestige Suite City View at the **************.Once booked I contacted the hotel to confirm my reservation. To my surprise the hotel said I was booked into a superior room with simply a luxury room upgrade, and not the prestige suite I booked and that is shown on my booking confirmation. I immediately contacted hotel planners support number and received a call within minutes. The gentleman I spoke to assured me it would be taken care of and would be contacting the hotel. I got a call back a few minutes later and stated that he had to speak to the reservations at the hotel and they would be in at 9am local time, and as soon as he spoke to them he would immediately call me back with an update. He never did call me back, however I followed up with the hotel and they stated he did call and that the representative at hotel planner that called would be partnering with his support team to resubmit under the correct room category, which never happened. I attempted to call back hotel planner however no one ever picks up nor are they returning my calls. Also tried requesting a call back, sending emails and have had no luck. After reviewing other complaints the frequently express that they are busy and follow up on calls/emails in the order received. So after a few days of no call backs and no replies to my email I attempted to submit a request with my business email and phone number, which is not linked to my original booking and to my surprise they did call back that number, which proves they are simply avoiding my calls/emails. During this call the rep I spoke to said she would request manager follow up, but I have not received any updates or follow **** It would be great if you could at least follow up and keep me updated. I am not requesting a refund, I simply want my reservation corrected and booked into the correct room category I booked and paid for; as well as for it to reflect at the hotel. Itinerary #H6263188

  

  Business Response

  Date: 02/27/2023

  Greetings,

   

  I see that you also reached out to VP, ***************************** and Head if Investor Relations, ***************************. I can see everyone is doing their best to get this worked out with the hotel supplier. ***** is my immediate supervisor. I see that she contacted you earlier today to advise you we are working on this. We will update you as soon as we have more information. 

   

  Until then, please be assured, we are doing all we can to make sure this is fixed for you.

  If you have any other questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: pending resolution as support team at hotel planner, partners with their room supplier to get the issue corrected. Thank you for your response, as soon as there is a resolution I will update. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/05/2023

  Hello,

   

  We should have an answer on Monday. Our team is working very hard on your request.

   

  Regards,

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

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: Pending final resolution. Will update accordingly once resolution has been finalized. Thanks for the update. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/16/2023

  Greetings *****,

   

  I have reached out to ***** again to give you an update as soon as possible.

   

  Regards,

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

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: Pending final resolution, will update accordingly once resolution is finalized. Thank you ****** for being the one that provides updates. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising 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.

  01/30/23 I was moving from ** to ** when a dangerous ice storm began in the evening. As my parents drove as cautiously as possible I booked a room in a city we thought we could get to. #H6155819. We were wrong & the road became too dangerous. We slipped into a ditch & had to be pulled out. Then the highway was shut down! We were forced to stay in another city 2 hours away from the one we hoped to get to for the night. I called to cancel my reservation when the highway closed. It was 11:49 & before midnight. I was put on hold for 13 minutes, so until after midnight at 12:03. Someone finally got on the line & told me I had to call back since the person I spoke to was unavailable. I have call logs, screenshots, and times along with photos of the ice we were driving on & us being pulled out of a ditch! I called back immediately & was told I would be refunded the $212.55. Never happened! (The screenshot times will be an hour off since I was in **, an hour behind TX, when realizing I should keep proof. I had a bad feeling!) I called the ************ blame HotelPlanner. I call ******************* blame the hotel. The hotel manager, ***********************, said they wouldve refunded my money if I had canceled with the hotel directly. HotelPlanner says the hotel denies the refund. Its a finger pointing, back and forth, he said/she said mess. Apparently, when you go to search for hotels in the area the number you call for the hotel listing is not the hotel but HotelPlanner. Nice to know for those who dont! Either way, the email confirmation states I wouldnt be charged if I canceled before midnight, which I attempted to do, but was left on hold until well after midnight & told to call back even though it was after midnight. I have that email as well. I have spoken numerous times to various ***************** just initiates a ticket. I followed procedure even while we were on dangerous roads! Its dishonest for them to do this to a college student who was afraid! Sad & greedy!!

  

  Business Response

  Date: 02/19/2023

  Greetings *******,

  We have contacted the property multiple times to request a refund on your behalf. Each time we have called, the refund has been denied. The reason the hotel gives us is, "it is marked as a no show". When we tried to contact the hotel the night you needed to cancel, the calls were being sent straight to voicemail. Please know we did everything within our power to get a refund approved with the hotel.

  After listening to the booking call, I can confirm the booking agent advised you it was free cancellation before 1/27. Any cancellation after that, the cancellation policy shows it is a penalty of one night stay. 

  Free cancellation before 01/27/2023, Cancel before 01/27/2023 16:00 PM LOCAL HOTEL TIME: FREE, Cancel before 01/30/2023 16:00 PM LOCAL HOTEL TIME: 1 night(s) stay, Cancel before 01/31/2023 00:00 AM LOCAL HOTEL TIME: 1 night(s) stay, Otherwise you will be charged 1 night(s) stay.

  We are very sorry to hear about the terrible weather you encountered. It sounds like you had a less than pleasurable night. Even though the hotel is denying the refund, I was able to get a refund approved as a gesture of good will on behalf of HotelPlanner.com. We look forward to working with you for your future booking needs.

   

  Regards,

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  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:

  Hello, ******! Thank you for responding in a timely manner. As stated in my initial complaint, the hotel and HotelPlanner were pointing fingers and blaming each other. It was not my fault that representatives from the hotel or HotelPlanner couldnt make contact with one another in the required timeframe that I canceled my reservation as they left me on hold. That sounds like a communication issue between the two companies involved. Your response indicated that the cancellation would be free prior to 01/27/2023; however, the reservation was made 01/30/2023. That would be impossible to cancel on 01/27/2023 prior to the actual date it was made, three days later, on 01/30/2023. It also states in the confirmation email further down that cancellation would be free if made before 00:00 on 01/31/2023, which is midnight. As I mentioned I contacted the hotel prior to that timeframe and was left on hold until after midnight and told to call back. I did what I was required to do. I have received an email stating a refund was issued and am awaiting to see if it will indeed be credited. So for the time being, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending the refund. Thank you!

  Sincerely,
  
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