Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,151 total complaints in the last 3 years.
- 649 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:05/29/2024
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 booked a room for my daughter, ************************* at the ***********, ************, **. The reservation was for May *****, 2024. At the time of booking I explained that the second night, May 27th may not be needed. I would need to be able to cancel that night. The booking agent sold me the protection plan for more money and I had to pay for the room in advance. My daughter only stayed the night of May 26th but Hotel ******* has not refunded my money for the second night, May 27th. Im only asking for the cost of o w night stay $181.89.
Business Response
Date: 06/11/2024
Hello ****,
I have some great news! I am pleased to inform you that after taking a look into your reservation, I see we provided a hotel credit towards any future stay for one night value of your reservation. The hotel credit is in lieu of a refund and is valid for 120 days from date of issuance, it 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. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout! If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Initial Complaint
Date:05/28/2024
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.
The business, which bills itself as a discount travel agency booked me to stay at a hotel in ********************, ********. I am staying at ******************** in ******. I also approved the rather high price at $194.00, but when I recieved my reciept I discovered I had been charged $310.48 USD. All transactions are automated/online. Fortunately, I had purchased the refund options. Unfortunately, when I completed the refund request, I found out that being overcharged and booked at the wrong hotel were not conditions covered by their refund policy. After completing the refund request I received an automated reply that I would receive an "update of the status" of my request within a week. I am not holding my breathCustomer Answer
Date: 05/29/2024
I wanted to add that selecting the business site on ****** will link you to a site that resembles the actual hotel site, using the same graphics, and also spoofs the search engine optimization results so that it tops the list of search results for the hotel in question. Like similar services that scalp access to a product or service, they basically resell reservations. Not sure how this is legal but it seems to be a growing problem.Business Response
Date: 06/11/2024
Hello,
Your itinerary includes Refund Protection coverage through our partner, Protecht. Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht. You may also use this link to Request a Refund from Protecht: ********************************************************************** .We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns or reach out to me personally at **************************************************!
Kindly,
*****************************;
Initial Complaint
Date:05/27/2024
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 own a hotel and hotel planner has been booking rooms on line and on their phone number when we are sold out. They take the booking, collect their money, and then the guest shows up and we have no availability. I called their site myself to make a reservation just to check this out. I tried to book on a night when we are sold out. They stated rooms were available and asked me to pay the amount of $288.10 for a room with 2 queen ***** Again we are sold out !!! This past weekend, 5 couples came in with confirmations from ************* and we had to turn them away. This has been going on for months and we are getting a bad reputation for over booking !!! You can try this yourself. We are sold out June 1 and June 8 but they will take book it and take ur money.Business Response
Date: 06/10/2024
Good Morning,
Thank you for bringing this to our attention! I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry. 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:05/27/2024
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.
Resort vacation booking for 2 adults and 2 children (entered age 11 and 8 at time of booking - and Hotel Planner records state booking for 2 adults, 2 Children, but ********************** stated Hotel Planner only paid 2 adults and 2 infants, so would not check us in until adjusted rate was paid out of my pocket for $728 difference. Seeking reimbursement for this error by Hotel Planner. Itinerary: H7487136.Business Response
Date: 06/10/2024
Good Morning ******,
I'm more than 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 inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Business Response
Date: 06/10/2024
Hello,
I apologize for calling you ******! Regardless, 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 inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Customer Answer
Date: 06/10/2024
Complaint: 21765206
I am rejecting this response because: it has been nearly two months without responsibility accepted for the mismatch in pricing. I appreciate improved communication effort, but cannot express satisfaction until reimbursement is made. HotelPlanner.com should contact ******** to pursue reimbursement if they are insistent the resort should be responsible, or at least provide me a contact from their own efforts with the resort.
Sincerely,
*************************Business Response
Date: 06/14/2024
Hi There
Thank you for your patience! This has been escalated this to my supervisors and they are working hard to find a resolution to your inquiry. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I thank them for their response and hope this issue can be prevented in the future for others.
Sincerely,
*************************Initial Complaint
Date:05/26/2024
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 tried to make a reservation on May 8, 2024, for a room at the ***************************** for a July7 checkin. The agent booked the room at the ************* in ****** **. I pointed out the mistake and he then booked the correct one and said he had cancelled the incorrect location. I received an email saying the Chelan reservation was cancelled and I would receive a refund within 10 business days. I never received the refund. I keep calling the number on the cancellation notice and am always put through the same scripted call and told some other committee would review my request. Today I received an email offering me a voucher for a future stay. I do not want a voucher. I want my credit card refunded the $192.23 it was charged for the incorrect reservation H8417803.Business Response
Date: 05/30/2024
Hello *****,
I come bearing great news! I was able to escalate this and full refund of $192.23 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 run into any further questions please don't hesitate to reach out to me personally, my email is **********************************************************!
Kindly,
*****************************;
Initial Complaint
Date:05/24/2024
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.
Badly misled about my cancellation/refund options. The company I dealt with was Lexyl Travel Technologies and was identified as Hotel planner. I was openly shared that I might need to cancel, but was told I could not cancel, but would be able to refund. Not restrictions of getting a refund were mentioned (as none of the accepted reasons apply to my situation) nor was I told refund "privileges " carried an additional charge, Full details are included in the attachments.Business Response
Date: 05/28/2024
Good Afternoon *****,
Thank you for your response and allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days, and unfortunately, there is no manual override. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter and emailed to *****************************
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.Kindly,
*********************************
**************************************************
Initial Complaint
Date:05/24/2024
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 heard from hotel booking on 4/17/24 They said they will be refunding me my money of $691.45 in 5-10 business days. We also received another email stating the same thing on 4/30/24.
As of today 5/1/24 I have not received my money. In essence they are making me wait another 10 days?? I have a feeling that they are playing games with me with no intention of refunding me?
***************************
Business Response
Date: 05/03/2024
Hi ****,
Regarding your two BBB complaints
Im sorry to hear that youre having problems getting a wrong
reservation charge corrected.
We sold our business in early February 2024 and no longer have any
connection to any hotel reservation service. Moreover, were unable to
view any reservation details for any reservation so we cant even check
to see or confirm which reservation service that you actually used to
make your reservation so we cant direct you accordingly.
However, having been in the business for over twenty years, I can tell
you that whether you used HotelGuides.com, bookings.com or some other
hotel reservation service, your best bet to get the issue resolved after
having failed at getting the actual hotel or reservation service to step
up and refund you accordingly is to file a dispute with your bank. In my
experience, when communications go nowhere with the charging parties,
this is the way to go.
I hope that this helps.
Sincerely,
****Customer Answer
Date: 05/06/2024
Complaint: 21578946
I am rejecting this response because: We made our reservation with bookingshotel.com 2 months after you sold your business. Who did you sell your business to so we can contact them as they are the ones who took our money. We have all the information reguarding the booking to provide to them. We have also contacted out bank.
Sincerely,
***************************Customer Answer
Date: 05/24/2024
I booked a reservation through bookings.Hotel guides.com on 4/2/24. The reservation was for ************* **** **** from 4/3/24 thru 4/8/24. They charged my credit card for 5 days for $691.45 . Bookings.hotel guide never paid *************. Fairfield Inn said the transactions was declined so I had to pay them as well upon checkin. I made arrangements to check out a day early leaving on 4/7/24. Fairfield Inn charged my credit card $528.64. We were double charged by both companies for my stay and nobody wants to reimburse our money. As of 4/15/24 Hotel bookings still has not paid *************. Since their transaction was never completed, they need to reimburse me. We have called Booking.com several times and emailed several times and all we get is excuses. All they say is we are working on it. This is now been going on for weeks with no satisfaction. Bookings.com needs to our reimburse our credit card $691.45. Can you please help.Fairfield Inns general manager is ******. I have talked to him on 4/11/24 as well as ******* and ******. The phone # ************. Booking.hotel guides.com phone # ************* Thank you , ***************************Business Response
Date: 05/30/2024
Greetings ****,
I have some news that will make you happy! I am pleased to inform you that after taking a deeper look into your reservation I see that a full refund of $691.40 has been issued back onto the car you used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you run into any further questions please don't hesitate to reach out to me personally, my email is *********************************** Have a great day!
Kindly,
*****************************;
Initial Complaint
Date:05/24/2024
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 have three upcoming hotel reservations with hotelguides.com. The reservations were made in November 2023 and January 2024. I can no longer access these reservations to make cancelations or changes! The web site still exists, but it does not recognize my email, the phone numbers for changes/cancelations are not in service and the automated system only recognizes reservations made through hotel planner. Apparently hotel guides went out of business in February and was sold to Hotel Planner, but those with existing reservations were not given updated confirmation numbers and we can no longer access the reservations! I was able to reach someone with hotel planner and the advice I was given was to just try to change/cancel with the hotels if neededbut most hotels wont change or cancel a reservation made through a 3rd party!Hotel Planner should find a way for those of us who made reservations with hotel guides to access our reservations! I have over $1200 in hotel reservations that I can no longer manage/access!Business Response
Date: 05/28/2024
Hi there *****,
I'm more than 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 inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Business Response
Date: 06/07/2024
Hello *****,
My supervisor has reached out and left you a voicemail,and has also responded to your ticket asking you for a screenshot of the charges that you have received!
Thank you for this information in advance!Kindly,
*********************************
Business Response
Date: 06/12/2024
Hello *****,
My supervisor has reached out and left you a voicemail, and has also responded to your ticket asking you for a screenshot of the charges that you have received!
Thank you for this information in advance!Kindly,
*********************************
Customer Answer
Date: 06/12/2024
Complaint: 21754690
I am rejecting this response because:I have not received any charges. I made hotel reservations prior to February 15 on hotelguides.com. Hotel Guides was purchased by hotel planner and I have no way to access/manage/change/cancel the reservations made under hotelguides. ALL I want is to be able to access these reservations from the web site as I was able to do prior to 02/15.
Sincerely,
*************************Business Response
Date: 06/13/2024
Hello *****,
My supervisor has reached out and left you a voicemail, and has also responded to your ticket asking you for a screenshot of the charges that you have received! If it is easier, please feel free to reach out to me personally at ********************************** with the screenshot!
Thank you for this information in advance!
Kindly,
*********************************Business Response
Date: 08/02/2024
Hello,
We have reached out, and left a voicemail.Please feel free to reach out to me personally at ********************************** with your concerns, I look forward to hearing back from you!
Kindly,
*********************************
Business Response
Date: 08/29/2024
Good Morning *****,
Thank you for your patience! We do apologize but please be advised there is currently not a way to access your reservation or modify it.
If you do need to cancel or modify your reservation, please let us know and we will work on getting your request resolved!
If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************.
Kindly,
*****************************;
Initial Complaint
Date:05/24/2024
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 called this business 4/19 to book a hotel and I was going to book for two nights. I called back he same day and told them I was only staying for one night after all. They had already taken money out of my account for both night and I have called and emailed them for a refund for the one night and have been unsuccessful in reaching anyone.Business Response
Date: 05/28/2024
Hello,
Thank you for your patience! I am pleased to inform you that after taking a deeper look into your reservation I see that a partial refund of $168.98 for the night you did not use has been issued back onto the card used to initially purchase your reservation, please allow 2-0 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,
*********************************
Business Response
Date: 05/29/2024
Hello,
Thank you for your patience! I am pleased to inform you that after taking a deeper look into your reservation I see that a partial refund of $168.98 for the night you did not use has been issued back onto the card used to initially purchase your reservation, please allow 2-0 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************.
Kindly,
*********************************
Initial Complaint
Date:05/24/2024
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.
RE: Itinerary # H8465028 On May 16, 2023 I was trying to make a reservation for 2 rooms in ********, ********** (on July 6th) that would accept dogs. I tried calling the Hampton ************ to verify that they accepted pets & to find out the cost of that. I also wanted to ensure that I secured a room that could be cancelled close to the arrival date. I thought I was speaking to the hotel and the agent never said they were a 3rd party. I did not realize until the next day that I had been connected to *************. The agent assured me that they accepted pets. They found me two rooms. I asked several times about the refundable status and after a short wait he recalculated the cost to make it a rate that would allow me to cancel close to the check in date. I completed the reservation and paid the agent over the phone. The next morning I printed the email confirmation and was shocked to see that I had made the reservation through a third party. The reservation said NON Refundable and all I had was a protection plan that would work in case of a medical emergency. I called immediately to see what could be done. The agent that I spoke to the second time was very accomodating and told me since (1) the original agent had misrepresented the refund protection and (2) the reservation was so far out, the total amount could be refunded to me. ON May 17, they voided and refunded my Insurance policy $40.51, (so even if I had a medical emergency I couldn't file) then the next day they cancelled my hotel reservations. I tried to call the company number several times & one time a woman answered & said you got your refund and hung up on me and after that they just don't answer the line. The last 3 days I have sent messages but I have not received a call or email response. I really hope you can help me get the rest of my money ($476.62) back. Since then I have had to make a second reservation - through the hotel this time. Thanks for your assistance.Business Response
Date: 05/30/2024
Hi there ****!
I have happy news! I am beyond pleased to inform you that a full refund of $517.13 has been issued back onto the card you 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: 06/06/2024
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. The refund has posted to my account. Thank you for your assitance in getting this resolved.
Sincerely,
***********************
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