Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,154 total complaints in the last 3 years.
- 651 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:03/05/2024
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 made a reservation for the apple tree in from 2/22-2/25 come to find out after inspection of the room it has bed bugs, animal urine on the beds, dirty sheets, trash from guest before under the beds even in the bedding we found dirty socks and a knife was found between one of the beds and box spring. Honestly this place needs to be demolished it's disgusting. I asked the desk clerk to cancel my reservation immediately with a full refund. They said they would refund me right away I found out I had to contact hotelplanner.com it's been the worst experience of my life trying to get my money back. I talked to multiple different people at hotelplanner.com over the course of weeks now. I called the day I placed the reservation trying to get a refund. Every person I talked to said different stuff from I didn't have a reservation, that I did stay (when I didn't), got my email wrong on purpose, lied and said I was refunded (I never was), tried to give me vouchers when I specifically said a million times that I only want REFUND BACK TO MY CARD I PAID WITH. Why would I ever want to deal with this company again and use the vouchers? I absolutely wouldn't and I'm pretty sure anyone who had to deal with what I've gone through would feel that same.
Business Response
Date: 03/12/2024
Good Morning *****,
Thank you for your valuable feedback, I'd love to help make you happy! I've searched our system with the information provided but I am having a hard time finding the reservation you'd like assist on. Please provide me with the itinerary number beginning in H for your reservation and I'd be more than happy to further assist you, my email is *********************************** I look forward to hearing back from you!
Kindly,
*********************************
Customer Answer
Date: 03/12/2024
The itinerary is H8008532Customer Answer
Date: 03/12/2024
The itinerary is H8008532Customer Answer
Date: 03/12/2024
I have added the info of the reservation of you need anything else let me know thank you!
**************
********************************************; *******, ** ***** **.
Conf: 706343966
Itin: H8008532
Check In: Feb 22 (3pm-anytime)
Check Out: Feb 25 (11am)
Support: ***************Business Response
Date: 03/14/2024
Hello *****,
Thank you for your patience! I am pleased to inform you that a full refund of $473.73 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, my email is **************************************************
Kindly,
*****************************;
Customer Answer
Date: 03/15/2024
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:03/03/2024
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'm not entirely sure how this business has not been shut down. They pay to have their ads at the top of Googles search, and then pretend to be the hotel that you searched for when, in reality, they are a third-party hotel booking service that vastly overcharges. Upon calling to straighten out the matter, they once again pretended to be the hotel, and hung up when I stated that they were not. Additionally, they refused to issue at least a refund for the value of my room, let alone for the time wasted. Complete and total scam.Business Response
Date: 03/12/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Business Response
Date: 03/21/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;Business Response
Date: 03/26/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,*****************************;
Business Response
Date: 04/04/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;Business Response
Date: 04/04/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Initial Complaint
Date:02/28/2024
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.
Hotelplanner.com lied and said they were the actual Holiday Inn in ****** ** when I booked a night on 12/18/24 for $187.83. When I got to the hotel they said nothing had been booked and charged me $122.30. I called the original phone number back and told them to remove the $187.83 from my credit card. That they had lied, were cheating and stealing from me. I filed a dispute with my bank. As of 2/28/23, there is still a charge of $187.83 on my credit card without resolution. I called them again today and was given the run around and on hold for over 30 minutes, still no resolution. This company lies and is fraudulent. So far I have paid $310.13 for that room and the cost of my time they owe me which is alot. Shut this company down!!!Business Response
Date: 02/28/2024
Hello Virginia,
We apologize for this inconvenience but I'd love to further assist you. Please provide me with information showing the charge that was made at the hotel and I will escalate that information to my supervisor so she can find a resolve this! Please feel free to send the image along with the itinerary number for your reservation to my email, my email is **************************************************.
Kindly,
*********************************
Customer Answer
Date: 02/29/2024
Complaint: 21360933
I am rejecting this response because: *********** already knows what they charged me and have the charge fir $187.83 that should be removed immediately from my credit card. The actual hotel charged $122.30 and this is the correct amount. Hotelplanner.com misrepresented themselves as the Holiday Inn in Hazard ** and are now trying to steal $186.83 from me. I also filed a complaint with my bank.
Sincerely,
***************************Customer Answer
Date: 03/04/2024
I attempted to contact the company at the e-mail they provided and attach both bills to clarify. The e-mail address was not a real address. Made me angry as they are attempting to cheat me in every way they can. This is wrong on so many levelsBusiness Response
Date: 03/07/2024
Hello Virginia,
Thank you for your patience! Please attach the images to a reply through the BBB portal or please feel free to send them to me via email, my email is *******************************************************;
Once I have those attachments I can assure you we will work diligently to resolve your request!
Kindly,
*****************************;
Initial Complaint
Date:02/27/2024
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.
I called for Residence Inn reservations and was answered by Hotel Planner. I reserved a Red Roof location for $109+$50 residual the woman said. My reservation # is H7975219. I was told if I cancelled, I would be penalized 30%, which I agreed too. I cancelled six hours later and have been sent a travel voucher good until May 2024. I do not travel and have no use for this. I would like a monetary refund for what I am entitled to.Business Response
Date: 03/07/2024
Good Morning ********,
Thank you for taking the time to provide us with feedback. I am pleased to inform you that a full refund of $109.45 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 oersonally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Customer Answer
Date: 03/07/2024
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:02/26/2024
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.
Billed me for room. Business staff cancelled room. Business did not reinstate the room. I had to make and pay for room. I want to be reimbursed. Sent me voucher for next reservation through this business I do not want a voucher. Do not want to deal with a business that will not correct their error. I have spent hours dealing with them on the phone as well as numerous emails. Poor business practice!Business Response
Date: 02/27/2024
Hello *****,
Thank you for your valuable feedback, we apologize for this inconvenience but I am happy to say I come bearing good news! I am so pleased to inform you that a full refund of $202.23 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to visible to you. If you have any further questions or concerns please feel free to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Sincerely,
*********************************
Initial Complaint
Date:02/23/2024
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 transaction date was February 19, 2024.There was a prepaid amount of $2548.43 for reservations at *************************** from April 10, 2024 to April 16, 2024.I called back within a few hours from making my reservation as I had made a mistake on my arrival date and said that I would like to change it to start April 11. I was told by the attendant that he would cancel the reservation and there would be a cancellation fee. I said I don't want to cancel my reservation I just want to change it by one night. He said I have to cancel the entire reservation my response was that doesn't make sense as I still want my reservation and as I just booked a few hours ago that I did feel it unfair to charge me a cancellation fee. At this point, he led me to believe that he would send the request to support and indicated that they might refund me for the one night cancellation fee. When booking and calling to make a change (not cancel) I was led to believe that I was dealing directly with the ***************************. I don't book through third parties. In fact, they were so inefficient with the booking I actually asked am I speaking with the Hotel and was told Yes. This is a total misrepresentation. I only found out I had booked through Expedia when I called *************************** on Wednesday February ********************************************************************************* a Voucher for $2548.43. I was to get a refund for one night so I was very upset. It was the manager at Loews who told me I hadn't booked through them and agreed I was not being treated fairly. I feel I was scammed. Under the circumstance of misrepresentation I feel the $2548.43 should be refunded to me or at the very least charge me the one night cancellation fee as per their policy and refund my credit card for the other 5 nights as per their policy. Tracking number H7993009.Business Response
Date: 03/06/2024
Good Evening,
Thank you your patience and for taking the time to provide me with this information! I have escalated this and we are working hard on finding a resolution for this inconvenience, as soon as we have a resolution I will reach out to you! If you have any further questions or concerns in the meantime please feel free to reach out to me personally, my email is **************************************************.
Kindly,
*********************************Business Response
Date: 03/07/2024
Good Morning *****,
Thank you for your patience! I am pleased to inform you that a full refund of $1,888.90 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 question or concerns please feel free to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Customer Answer
Date: 03/07/2024
Complaint: 21337121
I am rejecting this response because: I was notified that the complaint had been settled with the following reply from HotelPlanner:
*********************** (***) (***************)
Mar 1, 2024, 3:17?PM EST
Dear *****,
This response is related to your reservation for Itinerary # H7993009 .
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
Sincerely,
****************
Reservation Support
Sincerely,
*********************************Business Response
Date: 03/07/2024
Good Morning *****,
Thank you for your patience! I am pleased to inform you that a full refund of $1,888.90 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 question or concerns please feel free to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Initial Complaint
Date:02/22/2024
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 Feb. 21, 2024, I decided to book a room for May ***** at the ************ in Arlington, ********. I have stayed at this hotel before, but I did not remember the number, so I Googled it. I clicked on a website that purported to be (or at least appeared to be) the actual website for the actual hotel. At 12:22 PT, I called the number on the website so that I could speak to the desk clerk at the hotel to check on government, veteran, or senior discount. The person who answered allowed me to believe that I was actually speaking to the clerk at the actual hotel. He offered me a discount and transferred me to a robot to give my credit card information. I booked the room for five nights for $1,460.40. Itinerary No. H8004905; Confirmation No. ********. I know that the Westin allows you to cancel the reservation anytime before the close of business the following day. The morning after making the reservation, I found out that the dates I requested are incorrect and that I must cancel the trip. I looked up the hotel number again and called the desk, but they had no information about my reservation. At 1:10 PT on Feb. 22, I then called the number on the confirmation email and found out for the first time that I was dealing with a third party vendor. After some detective work I found out the third party is HotelPlanner.com. The agent told me I could not cancel my reservation for a refund because it was one hour past their 24 hour cancellation period. Westin allows cancellation until the end of the day after the reservation is made. I believe HotelPlanner fraudulently held themselves out to be Westin. The practice is deceptive. I'd like a full refund.Business Response
Date: 02/23/2024
Hello *******,
Thank you for taking the time to provide us with feedback, we can assure you this is rare but I do have good news! I am pleased to inform you that a full refund of $ 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 don't hesitate to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Initial Complaint
Date:02/21/2024
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.
Date of transaction 2/20/24 I called what I believed was the Embassy Suites reservation desk. Instead I was answered by this company. They lead me to believe I was speaking directly to Hilton reservations. I specifically requested a reservation that was cancel able. I was assured that I could cancel for a full refund anytime up until 48 hours prior to checkin. When I received the confirmation, it was not cancel able and non refundable. I immediately called back and after numerous tries was able to speak to someone who assured me that they would cancel the reservations with a full refund. My reservations have not been cancelled and I have received no refund. The itinerary numbers are H7999233 H7999306 H7999505 I have begun a fraud investigation through my credit card company which is ************ Any help you can provide is greatly appreciated. Thank youCustomer Answer
Date: 02/22/2024
Now they are sending me vouchers for the cancelled rooms. When i booked they told me that i could cancel with no penalty. Now they are saying that the room was prepaid with no refund and have sent me two vouchers instead of the full refund. I would never feel comfortable booking anything through this company and would not have booked through them ro begin with if i had known it was a third partyBusiness Response
Date: 03/06/2024
Hello Cyd,
Thank you for your patience, we greatly appreciate it. I am pleased to inform you that we have issued full refunds for all three of your reservations, the refunds will be issued back onto the cards used to initially purchase the reservations and will be visible to you in 2-10 business days! If you have any further questions or concerns please feel free to reach out to me and I'd be more than happy to further assist you, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Customer Answer
Date: 03/07/2024
Case was finally resolved and all monies from reservations has been refunded.
thank you for your helpInitial Complaint
Date:02/19/2024
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 made a reservation in early February for the Ritz ******* in *************. To re-confirm my reservation with the property, I called what I believed was the Ritz ******* reservation line on February 14th, 2024 *************). The woman on the phone presented herself as a customer service rep with *******************. When I inquired about my original reservation, the woman explained to me that there was no reservation under my name, but I could book one through her. She assured me that I could cancel the reservation up until a week before date of my stay ( which was March 8th through 10th.) Panicked, I requested she make the reservation. I was charged immediately for the stay - $3917.28. Later that day, I received a confirmation email from ******** that my original booking was in fact made. I immediately cancelled second duplicative booking and submitted a help support ticket to confirm that I would be refunded the cost of the trip in-full. On February 16th, I received an email response from "***************************. (Lodging Support)" that I could not be refunded, but I would a receive a *credit* for the full amount toward a future stay. At this point I was still under the impression I was corresponding with Ritz *******. I then received a notice from the ***************** (a company I never knew I was doing business with) notifying me that that I world receive a voucher for the cost of my stay. I misled to believe that I was corresponding with *******************, NOT a third party. I was also misled by Hotel Planner that my original booking had not, in fact, been made. Most importantly, I demand an immediate, full refund of my money to my credit card - not a voucher.Business Response
Date: 02/29/2024
Hello ****,
Thank you for your patience. I am pleased to inform you that a full refund of $3,486.38 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Initial Complaint
Date:02/15/2024
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.
good day I would like to file a complaint against hotelplanners.com, on 11/30/23 i made a reservation. itinerary number H7681027 ,for ************************* all Inclusive. for 7 nights for 4 people in a Eco Family Superior room in the amount of ******* . on roughly Jan 18 i was inquiring about adding an additional room only to find out my original reservation had been cancelled back on the 1st of December. with no refund . spoke with I believe his name was ***** who said i needed to ask them to process a claim to refund and in need of a room asked if they knew if they had a reason for the cancellation and perhaps a different type of room i could rebook. was told all rooms had been sold out was told process to see refund could take up to 2 to 10 days, called on the 26 of Jan to check on the status of refund to be told it could take up to 2 to 10 days, called back again on the 31 of Jan 24 to be told that they had just now processed my refund and that it could take 2 to 10 days to see back in my account. Feb 03 finally got the majority of refund back in the amount of ******* called and said i needed a full refund since hotelplanners and /or sandos cancelled my reservation . I would expect a full refund and repayment due to late fees and service charges now incurred on my account for a non payment due to no funds available to pay on the 1 of Feb.Business Response
Date: 02/22/2024
Hello ****,
Thank you for your patience and for taking the time to provide us with feedback, I am pleased to inform you that a full refund of $3,766.99 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Thank you in advance,
*****************************;
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