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.
- 648 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:04/17/2024
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.
Confirmation # ****EE019972 Yahoo/Sent ******************* From:******************* To:***************** Mon, Mar 18 at 10:42 PM On the evening of Feb 10, 2024, I booked a reservation with Days Inn by *************************** using my cell phone, and called the number listed under the website wyndhamhotels.com for Days Inn by *******, which is listed as ************, An automated IVR system answered my call to the phone number listed ************ as, "Thank you for calling Days Inn By *******," and gives an option to press 1 to make a new reservation. After pressing 1, I then heard a dial tone and the phone was answered by a live person stating, "Thank you for calling reservations, may I help you?" On the night of 02/10/24, I asked the woman who asked to assist with my reservation if the ********** accepted pets? She replied that they did, and made my reservation for me at the ******** By ******* and provided hotel reservation confirmation # is ****4EE019972, ID# . The woman who booked the reservation by phone confirmed that they did accept pets, so I booked my reservation through her for the evening. However, when I arrived at the ******** at *******************************************, the front desk clerk, *****, declined my reservation booking and advised that Days Inn did not accept pets unless it was a service animal. I explained to him that when I booked the reservation by phone earlier in the evening, the woman who assisted with reservation confirmed the Days Inn did accept pets so I went ahead and agreed to book the reservation through her. He kept denying to honor my reservation, so I asked to speak to his manager. He then contacted onsite Front Desk Manager, ****, and she also stated they only accepted service animals, and also refused to honor my reservation. I explained that contradicted what I was told by the person I booked this reservation with. They both then stated that I had booked my reservation through a party service and was given false information by this third party service. I informed ***** and **** that I was not even informed or aware that I was booking my reservation through a third party service until the front desk clerk ***** and manager **** informed me of that. I also explained it was not my problem that Days Inn cannot inform its third party service the correct pet policies at ******** and requested a refund of the $106.85 charged to my Discover card. They both denied my request for a refund, stating it was denied based on its cancelation policy, but **** agreed to release the $50 deposit hold.Of course I got upset with them and they said to seek a refund through the party service so I called them. They first said they could not provide a refund and after I argued with them, a woman from the third party, *********, called me back and stated she was approving a full refund due to the circumstances of their providing false and misleading information about the Days Inn pet policy of the hotel allowing pets to stay at the hotel, and provided ticket #*******.That conversation took place on the evening of Feb 10, 2024, and one month later, a charge of $106.85 dated Feb 11, 2024, appeared on my Discover credit card statement, Ref # **********. On the evening of March 18, 2024, I again called the third party service for ********, Hotel Planner and spoke with *****, who advised she was resubmitting my complaint and request for a full refund and provided ticket # *******. I have never received any response concerning the outcome of my complaint and ticket # *******.
Business Response
Date: 04/17/2024
Hello,
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. Please work directly with our chargeback team at ***************************** to provide you with an update on your refund request.
Kindly,
*********************************
Initial Complaint
Date:04/16/2024
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 hotel through kayak.com. Seems like ************* is a partner with ***** and they booked my stay. This vendor has fraudulent hotels listed on the site. The hotel has no record of my stay and let me know that this vendor has scammed me. ************* customer support also has not been able to help. I have submitted help requests 3 days before my trip and they have chosen to ignore the situation with my hotel not being able to confirm my stay. Itinerary ****************************************************************** *****************************************************************************************************Business Response
Date: 04/17/2024
Hello *******,
Thank you for bringing this concern to our attention! I am happy to inform you that a full refund of $99.76 for your reservation 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 questions please do not hesitate to reach out to me personally, my emails is *********************************** We would greatly appreciate it if you took the time to rescore this review, thank you in advance!
Kindly,
*****************************;Customer Answer
Date: 04/18/2024
Complaint: 21586111I am dissatisfied with your response for the following reasons:
1.Lack of Explanation: You have not provided a sufficient explanation regarding the fraud that occurred, leaving me and my pregnant wife stranded without accommodation.
2.Inadequate Resolution: Simply offering a refund is not satisfactory given the inconvenience and stress caused.
3.Additional Expenses: Due to your companys failure, I have incurred an extra $500 in expenses, which I expect to be reimbursed for.
I demand a detailed explanation of why I was unable to check in and expect appropriate compensation for the inconvenience and financial burden caused.Sincerely,
***********************Business Response
Date: 04/18/2024
Hello *******,
Thank you for bringing this concern to our attention! I am happy to inform you that a full refund of $99.76 for your reservation 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 questions please do not hesitate to reach out to me personally, my emails is **************************************************. We would greatly appreciate it if you took the time to rescore this review, thank you in advance!
Kindly,
*****************************;Business Response
Date: 04/18/2024
Hello *******,
Thank you for bringing this concern to our attention! I am happy to inform you that a full refund of $99.76 for your reservation 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 questions please do not hesitate to reach out to me personally, my emails is **************************************************. We would greatly appreciate it if you took the time to rescore this review, thank you in advance!
Kindly,
*****************************;Customer Answer
Date: 04/18/2024
Complaint: 21586111
I am rejecting this response because:
Refund has not been received yet.
Sincerely,
***********************Initial Complaint
Date:04/16/2024
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.
April 11, 2024 i thought I was using kayak to book a room.After payment I received a email with an itinerary number with was different from the confirmation number via HOTELPLANNER.COM. I called the hotel 5 different times 5 different days just to be told I had no Reservation each time.Once I requested a refund I was told I would have to pay a penalty for 1 night stay. Mind you there was no room booked. HOTELPLANNER.COM is a SCAM. Every call I was told Please be advised this is a rare case, I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry!So sad how scams are being ran in 2024. I'm still waiting on a FULL REFUNDBusiness Response
Date: 04/16/2024
Hello ******,
Thank you for brining this to our attention. I am pleased to inform you that I escalated this and a full refund of $ has been issued back onto the card used to originally purchase your reservation, please allow 2-10 business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review, thank you in advance!!
Kindly,
*****************************;
Business Response
Date: 04/16/2024
Hello ******,
Thank you for brining this to our attention. I am pleased to inform you that I escalated this and a full refund of $241.92 has been issued back onto the card used to originally purchase your reservation, please allow 2-10 business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************. We would greatly appreciate it if you took the time to rescore this review, thank you in advance!!
Kindly,
*****************************;Business Response
Date: 04/16/2024
Hello ******,
Thank you for brining this to our attention. I am pleased to inform you that I escalated this and a full refund of $241.92 has been issued back onto the card used to originally purchase your reservation, please allow 2-10 business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************. We would greatly appreciate it if you took the time to rescore this review, thank you in advance!!
Kindly,
*********************************Customer Answer
Date: 04/16/2024
The hotel states hotelplanner.com has committed this action with 10 other customers.
Requirements are to pay 1 night stay in order to get a refund as a penalty for cancelation.
Where as the hotel reservation was never booked
Customer Answer
Date: 04/16/2024
Complaint: 21580669The hotel states hotelplanner.com has committed this action with 10 other customers.
Requirements are to pay 1 night stay in order to get a refund as a penalty for cancelation.
Where as the hotel reservation was never booked
Sincerely,
*********************************Business Response
Date: 04/23/2024
Hello ******,
Thank you for brining this to our attention. I am pleased to inform you that I escalated this and a full refund of $241.92 has been issued back onto the card used to originally purchase your reservation, please allow 2-10 business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************. We would greatly appreciate it if you took the time to rescore this review, thank you in advance!!
Kindly,
*********************************Initial Complaint
Date:04/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
4/15/2024 Dear BBB RE: ************************** SENT 3 EMAILS, NO REPLY!April 6, 2024, HotelPlanner,com committed a FRAUD overcharge for a DISGUSTING motel under false pretenses. Told it was 3 Star, we paid $1315.74 over the phone. PLS Adjust with billing settlement for the phone representative's *************) failure to disclose the true condition of the hotel. The Inn at ************* **************************************************************************************************************************, ** Advertised as a 3 star, $79 per night its DISGUSTING! Not at all as described by the HotelPlanner phone representative. The rep did NOT disclose awful conditions or location properly and the property certainly does not look anywhere like the conditions shown on the Expedia site. See the our photos, don't fully show the infestation or disgusting condition:******************************************* ********* uses Wyndham key cards..Not near downtown ***********. Not near the RiverWalk as we were told.Filthy and ***** infested both rooms. Bought bug spray. Also, blistered old paint and rust.The smoke alarm had been removed! No smoke alarm! (see photo)Smoke and urine smell in both rooms so I had to buy air freshener for the odors.Refrigerator did not cool, but the freezer section was filthy but did work.Pool too dirty to want to swim in. I saw no one using it.Lavatory so old, cracked (see photo) and corroded that the handle broke off when I turned the water to hot and water would not stop runningfront desk notified.Bath was so dirty in both that we didn't shower. The toilet seat was loose and missing parts and roaches were seen crawling on it. Over bed lights didnt work.Only two towels in the room, no hand towels or washcloths...when the front deck was notified it took 12 hours to receive fresh replacements and only after a second request.The TV aspect ratio doesn't allow full screen.This property needs to be closed for a complete renovation! .************************* ******************Customer Answer
Date: 04/16/2024
/15/2024
Dear BBB
RE: *************************,
April 6, 2024, HotelPlanner,com and ******* committed a FRAUD overcharge for a DISGUSTING motel under false pretenses. Told it was 3 Star, we paid $1315.74 over the phone. NOT! PLS Adjust with full refund for the phone representative's *************) failure to disclose the true condition of the hotel. We are willing to pay, at most, $200 or $50/per night for two nights and 2 rooms, NOT THE $1315.74 CHARGED! (Only because we invited friends for the 2nd room and had to stay there due to late arrival). Now we find that other customers also rate the property as terrible...We were not told this by your representative.
We will share our HotelPlanner.com/The Inn at *************/******* story with The **************** of ********* and Regulation, **************** of ************ Services and social media followed by a credit card dispute if a total refund or agreeable adjustment is not made immediately.
Please credit our account immediately for $1115.74. Thank-you.
The Inn at *************
**************************************************************, **
Costco ************* Card by Citi - 3801
HOTEL LODG* INNATMARKE HTTPSHELP.LODCA
Amount $1,315.74 Purchased On Apr 07, 2024 Posted On Apr 07, 2024
Cardmember Name ************************* ********************** Motels, Resorts Lodging
*******************************************************************************************?
Advertised as a 3 star, $79 per night its DISGUSTING! Not at all as described by the HotelPlanner phone representative. The rep did NOT disclose awful conditions or location properly and the property certainly does not look anywhere like the conditions shown on the Expedia site. See the Expedia online description as above.
Our photos don't fully show the infestation or disgusting condition:
*******************************************
The Hotel uses Wyndham key cards..
Not near downtown ***********. Not near the RiverWalk as we were told.
Filthy and ***** infested both rooms. Bought bug spray. Also, blistered old paint and rust.
The smoke alarm had been removed! No smoke alarm! (see photo)
Smoke and urine smell in both rooms so I had to buy air freshener for the odors.
Refrigerator did not cool, but the freezer section was filthy but did work.
Pool too dirty to want to swim in. I saw no one using it.
Lavatory so old, cracked (see photo) and corroded that the handle broke off when I turned the water to hot and water would not stop runningfront desk notified.
Bath was so dirty in both that we didn't shower. The toilet seat was loose and missing parts and roaches were seen crawling on it. Over bed lights didnt work.
Only two towels in the room, no hand towels or washcloths...when the front deck was notified it took 12 hours to receive fresh replacements and only after a second request.
The TV aspect ratio doesn't allow full screen.
Large flag pole had no flag. Very telling!
Because of the conditions we minimized our stay, spent considerable time away or outdoors and left as early as possible!
This property needs to be closed for a complete renovation!
Last, the front desk staff were nice and polite...we feel sorry for them.
Our photos don't fully show the disgusting condition:
*******************************************
Again, Please credit our account within 24 hours for a minimum of $1115.74 or we will move the complaint forward. Thank-you.
************************* ****************** ************
************************* *********************** ************
****************************************************************************************Business Response
Date: 04/16/2024
Hello ******,
Thank you for reaching out to us. I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at *********************************** I look forward to hearing from you!
Kindly,
*********************************
Customer Answer
Date: 04/16/2024
The was a phone confirmation from ************************ phone representative *************) to *********************** confirmation number H8243319 on April 6. 2024
EnterCustomer Answer
Date: 04/16/2024
*********************
---------- Forwarded message ---------
From: Reservation Support <****************************>
Date: Mon, Apr 8, 2024 at 4:06?AM
Subject: Receipt for your stay at The Inn at *************
To: <***********************>
Good morning *********************! Thank you for choosing The Inn at ************* for your stay. Your receipt for your hotel stay is attached and if you have any questions, please email us at ********************* We look forward to assisting with your next trip!
************
Itinerary Number: H8243319
Status: Confirmed
Guest Name: *********************
Rooms: 2 rooms for 2 nights
Check In: April 6, 2024 (Sat)
Check In Time: 3:00 pm - 6:00 am
Check Out: April 8, 2024 (Mon)
Check Out Time: 11:00 am
Hotel: ******* at *************
*******************************************************************
*************
near Exit 154b on I-35 (~0.0mi)
Cancellation Policy: NONREFUNDABLE
The following policy was agreed to at 4:28PM CDT on 06-Apr-2024 at the time of booking.
Refund Protection: Refund Protection offered but not selected at 4:28PM CDT on 06-Apr-2024 at the time of booking, from IP address 2806:2f0:1020:f97b:2475:139e:b236:90e7.
Global Privileges: Congratulations! Your reservation includes 12-month(s) access at no charge to our Global Privileges benefits bundle, which includes discounted hotel rates and other travel benefits. No obligations, some restrictions apply. Learn ******************* Card
+ Global Entry with TSA PreCheck
+ Airport Lounge Access
Access Global Privileges and login with the email address ***********************. If you enjoy these benefits and wish to upgrade to our premium paid membership, you may do so at any time.
Support: Live Chat Request a Call
****************************
***************
Tax Recovery & Fees: $411.78 USD
Total: $1315.74 USD (prepaid)
Room 1
Confirmation: 210304271 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *********************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Room 2
Confirmation: 210304274 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *****************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Check-in Notes / Hotel Misc. FeesCustomer Answer
Date: 04/16/2024
Complaint: 21580009
*********************
---------- Forwarded message ---------
From: Reservation Support <****************************>
Date: Mon, Apr 8, 2024 at 4:06?AM
Subject: Receipt for your stay at ******* at *************
To: <***********************>
Good morning *********************! Thank you for choosing The Inn at ************* for your stay. Your receipt for your hotel stay is attached and if you have any questions, please email us at ********************* We look forward to assisting with your next trip!
************
Itinerary Number: H8243319
Status: Confirmed
Guest Name: *********************
Rooms: 2 rooms for 2 nights
Check In: April 6, 2024 (Sat)
Check In Time: 3:00 pm - 6:00 am
Check Out: April 8, 2024 (Mon)
Check Out Time: 11:00 am
Hotel: ******* at *************
*******************************************************************
*************
near Exit 154b on I-35 (~0.0mi)
Cancellation Policy: NONREFUNDABLE
The following policy was agreed to at 4:28PM CDT on 06-Apr-2024 at the time of booking.
Refund Protection: Refund Protection offered but not selected at 4:28PM CDT on 06-Apr-2024 at the time of booking, from IP address 2806:2f0:1020:f97b:2475:139e:b236:90e7.
Global Privileges: Congratulations! Your reservation includes 12-month(s) access at no charge to our Global Privileges benefits bundle, which includes discounted hotel rates and other travel benefits. No obligations, some restrictions apply. Learn ******************* Card
+ Global Entry with TSA PreCheck
+ Airport Lounge Access
Access Global Privileges and login with the email address ***********************. If you enjoy these benefits and wish to upgrade to our premium paid membership, you may do so at any time.
Support: Live Chat Request a Call
****************************
***************
Tax Recovery & Fees: $411.78 USD
Total: $1315.74 USD (prepaid)
Room 1
Confirmation: 210304271 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *********************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Room 2
Confirmation: 210304274 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *****************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Check-in Notes / Hotel Misc. Fees
Sincerely,
**************************Business Response
Date: 04/23/2024
Hello ******,
Thank you for reaching out to us. I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at **************************************************. I look forward to hearing from you!
Kindly,
*********************************Customer Answer
Date: 04/23/2024
---------- Forwarded message ---------
From: Reservation Support <****************************>
Date: Mon, Apr 8, 2024 at 4:06?AM
Subject: Receipt for your stay at The Inn at *************
To: <***********************>
Good morning *********************! Thank you for choosing The Inn at ************* for your stay. Your receipt for your hotel stay is attached and if you have any questions, please email us at ********************* We look forward to assisting with your next trip!
************
Itinerary Number: H8243319
Status: Confirmed
Guest Name: *********************
Rooms: 2 rooms for 2 nights
Check In: April 6, 2024 (Sat)
Check In Time: 3:00 pm - 6:00 am
Check Out: April 8, 2024 (Mon)
Check Out Time: 11:00 am
Hotel: ******* at *************
*******************************************************************
*************
near Exit 154b on I-35 (~0.0mi)
Cancellation Policy: NONREFUNDABLE
The following policy was agreed to at 4:28PM CDT on 06-Apr-2024 at the time of booking.
Refund Protection: Refund Protection offered but not selected at 4:28PM CDT on 06-Apr-2024 at the time of booking, from IP address 2806:2f0:1020:f97b:2475:139e:b236:90e7.
Global Privileges: Congratulations! Your reservation includes 12-month(s) access at no charge to our Global Privileges benefits bundle, which includes discounted hotel rates and other travel benefits. No obligations, some restrictions apply. Learn ******************* Card
+ Global Entry with TSA PreCheck
+ Airport Lounge Access
Access Global Privileges and login with the email address ***********************. If you enjoy these benefits and wish to upgrade to our premium paid membership, you may do so at any time.
Support: Live Chat Request a Call
****************************
***************
Tax Recovery & Fees: $411.78 USD
Total: $1315.74 USD (prepaid)
Room 1
Confirmation: 210304271 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *********************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Room 2
Confirmation: 210304274 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *****************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USDCustomer Answer
Date: 04/23/2024
Complaint: 21580009
From: Reservation Support <****************************>
Date: Mon, Apr 8, 2024 at 4:06?AM
Subject: Receipt for your stay at The Inn at *************
To: <***********************>
Good morning *********************! Thank you for choosing The Inn at ************* for your stay. Your receipt for your hotel stay is attached and if you have any questions, please email us at ********************* We look forward to assisting with your next trip!
************
Itinerary Number: H8243319
Status: Confirmed
Guest Name: *********************
Rooms: 2 rooms for 2 nights
Check In: April 6, 2024 (Sat)
Check In Time: 3:00 pm - 6:00 am
Check Out: April 8, 2024 (Mon)
Check Out Time: 11:00 am
Hotel: ******* at *************
*******************************************************************
*************
near Exit 154b on I-35 (~0.0mi)
Cancellation Policy: NONREFUNDABLE
The following policy was agreed to at 4:28PM CDT on 06-Apr-2024 at the time of booking.
Refund Protection: Refund Protection offered but not selected at 4:28PM CDT on 06-Apr-2024 at the time of booking, from IP address 2806:2f0:1020:f97b:2475:139e:b236:90e7.
Global Privileges: Congratulations! Your reservation includes 12-month(s) access at no charge to our Global Privileges benefits bundle, which includes discounted hotel rates and other travel benefits. No obligations, some restrictions apply. Learn ******************* Card
+ Global Entry with TSA PreCheck
+ Airport Lounge Access
Access Global Privileges and login with the email address ***********************. If you enjoy these benefits and wish to upgrade to our premium paid membership, you may do so at any time.
Support: Live Chat Request a Call
****************************
***************
Tax Recovery & Fees: $411.78 USD
Total: $1315.74 USD (prepaid)
Room 1
Confirmation: 210304271 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *********************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Room 2
Confirmation: 210304274 (Front desk will usually have this number on record)
Status: Confirmed
Guest Name: *****************
Occupancy: 1 adult, 0 children
Room Type: 1 King *** (Room Only)
Nightly Rate: $225.99 USD
Tax Recovery & Fees: $102.95 USD
Room Total: $657.87 USD
Sincerely,
**************************Business Response
Date: 04/26/2024
Hello ******,
Thank you for reaching out to us. I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at **************************************************. I look forward to hearing from you!
Kindly,
*********************************Business Response
Date: 04/30/2024
Good Afternoon ******,
I am having a hard time finding your reservation due to the fact that who left the review and the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at *********************************** I look forward to hearing from you!
Kindly,
*********************************
Business Response
Date: 04/30/2024
Hello,
I have asked guest multiple times to reach out to me with the itinerary number for their reservation since I am having a hard time finding it under the name ***************************
Business Response
Date: 05/08/2024
Hello,
The portal must be having some issues, I am seeing you left a response but it is not allowing me to see the message. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reach out to me personally at **************************************************. I look forward to hearing from you!
Kindly,
*********************************
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 refund of $400 has been issued back onto he card used to initially purchase your reservation. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 05/28/2024
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:04/15/2024
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.
On April 5th. 2024 I googled Best Western ***** ****** to make reservation for May 20, 2024 Hotel Planner answered call and assured me that THEY WERE THE ***** IN ***********I made reservation for night of May 20, 2024.They charged me $241.08 .I question price and again asked if they were actually the hotel in ***** and they assured me they were.A few days later I got a verification from the actual hotel in *****************, so I called them and they told me that the reservation had been made through a 3rd party...Hotel Planner and that HP typically over charges.pril I called HP and cancelled the reservation that I had made with them on April 10th. I had to do it through a robot recording. ..They sent me an email verifying the cancellation but would be charged a 30%, fee for the cancellation =$72!!!!I called them to discuss the fee and was hung up on 3 times immediately when I explained my reason for the call.Eventually a person took my call and argued that I was told about the 30% fee which I wasnt.I told him they had lied and said they were the actual hotel in *****. He told me cancellation fees were common in hotel business. I called and made a new reservation with the actual Best Western in *****, ****** which cost $158. Nearly 90 dollars less.I called HP on April 5th and so far have not recieved my refund.Please help me recoup my $ from this dishonest business preying on unsuspecting people.Business Response
Date: 04/16/2024
Hello ****,
Thank you for reaching out to us. I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at *********************************** I look forward to hearing from you!
Kindly,
*********************************
Customer Answer
Date: 04/18/2024
This is the cancellation notice they sent me. I have not yet received any refund. They sent message on April 10, 2024.
********************;
************
Your website is very confusing for me.
Customer Answer
Date: 04/19/2024
Itinerary #H8220561 through HotelPlannerBusiness Response
Date: 04/26/2024
Hello ****,
Thank you for reaching out to us. I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at **************************************************. I look forward to hearing from you!
Kindly,
*********************************Business Response
Date: 05/08/2024
Hello ****,
The portal must be having some issues and I am seeing you left a response but I am not seeing the message. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reach out to me personally at **************************************************. I look forward to hearing from you!
Kindly,
*********************************Business Response
Date: 05/21/2024
Hello,
Thank you for your patience, I come bearing good news! I am pleased to inform you that a full refund of $881.52 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 05/24/2024
Complaint: 21577178
I am rejecting this response because:
The letter they sent saying they refunded $881 is fake. The issue was the $241 charge and the surcharge for cancellation of $72.They're scamming again.
I WANT MY 72 DOLLARS BACK. ITS A SCAM TO CHARGE $72 CANCELLATION FEE.....HIGH WAY ROBBERY!
Sincerely,
*********************Customer Answer
Date: 05/24/2024
The letter Hotel Planner communicated us fake. The "refund of $881.52" does not apply to me.
I want the refund of $72 withheld "deposit" and charge for cancelling.
Thank you,
********************;
Business Response
Date: 06/04/2024
Hello,
Thank you for your patience, I come bearing good news! I am pleased to inform you that a full refund of $881.52 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;Business Response
Date: 06/04/2024
Hello,
Thank you for your patience, I come bearing good news! I am pleased to inform you that a full refund of $881.52 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;GUEST KEEPS REJECTING RESPONSE BUT A FULL REFUND HAS BEEN ISSUED!
Business Response
Date: 06/11/2024
Good Morning ****,
I apologize immensely for sending you incorrect messages and calling you an incorrect name, the itinerary number provided for your reservation was incorrect and linked to a different reservation that was not yours. I have escalated this to my supervisor and she is working hard to find a resolution to your inquiry, as soon as I hear back from her you will be the first to know! If you do have any further concerns in the meantime, please don't hesitate to reach out to me personally at **************************************************!
Kindly,
*********************************
Initial Complaint
Date:04/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 8, 2024 I Made a reservation with The Marriott but it was Online booking or Hotel Planner... I'm still not sure. I spoke to ******* who gave me the rate of$****** a night per room which I needed 2 rooms. He told me the total per room would be $480.00 each $960.00. I asked if the room where refundable if something happened.. He said Yes for $40.00 both room would be refundable... I asked again The $40.00 covers both rooms he said Yes. He tried to run my MC which has a security code but it would go through. I have a Text with 2 $480.00 charges trying to go through. I then gave him My Discover card. I was sent vis text Just the confirmation. When I finally looked at me email I was charge. $****** for each room and an extra $45.54. I sent an email That day requesting this to be looked into, After looking into it none of the prices added up.. ******x 2=331.98 they charging me $148.02 Taxes and what else. But then I was charged ****** which I didn't agree too. they tell me I can get a refund on 1 room because I only put the refund $40.00 on 1 room. why would I just put it on one room. I have Disputed the charges with Discover. Because I could NOT get a direct Answer about getting both rooms refunded. When i did not agree to these amount.... Please pull the Tape! H8251614 and H8251607Customer Answer
Date: 04/16/2024
I have tried to down load emails and screen shots. I have asked them to pull the tape and show that i agreed to the ******. I did not. plus i was told $40.00 would be for both rooms for the refund. I have screen shot where this ******* was trying to charge my MC (Twice). Now when i send an email NO ONE will respond.
Is there a fax number because it is not letting me up load the files?
Business Response
Date: 04/16/2024
Hello,
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. Please work directly with our chargeback team at ***************************** to provide you with an update on your refund request.
Kindly,
*********************************
Customer Answer
Date: 04/17/2024
In reference to the Complaint for HotelPlanner.com. I received a call from the company and they have refund one reservation H8251614 as well as confirmed they will refund the other reservation H8251607 as so as the dispute with my discover charge is dropped. again , the were willing to go the extra mile to make it right.
Thank you again,
Customer Answer
Date: 04/17/2024
Better Business Bureau:In reference to the Complaint for HotelPlanner.com. I received a call from the company and they have refund one reservation H8251614 as well as confirmed they will refund the other reservation H8251607 as so as the dispute with my discover charge is dropped. again , the were willing to go the extra mile to make it right.
Thank you again,
Sincerely,
*********************Initial Complaint
Date:04/14/2024
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 rented a hotel room for our Son for a wedding hes attending next weekend when I got the confirmation number I noticed I was being charged and extra $39.92 for some kind of insurance and I tried for over 6 hours to get it removed and kept getting the run around.. I finally got a phone number and was told that now there going to charge me a nights fee for cancellation even though they charged me an insurance fee for cancellation purposes.. I have been on the phone and computer for over 10hours now with no satisfaction and because I authorized it the credit card company wont help me either.. please helpBusiness Response
Date: 04/18/2024
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 reach out to me personally at ********************************** with any additional questions or concerns.
Kindly,
*****************************;Initial Complaint
Date:04/14/2024
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.
******************************** booked a reservation through this company and was unaware that the hotel that was booked , was in a state over 1000 miles away. I asked for a 1 night stay at the holiday in motel in ****************** ******** , and the representative that helped me booked me at a holiday inn in ***************************. Needless to say I did not make it and had to purchase a room in ******** and was still charged for the ******** reservation. And I was told from the front desk at the ******** location that I would not be charged for the online booking at the ******** location , yet in fact I was charged . I called and spoke with representatives from both the holiday inn ******** location and hotel planners . Hotel planners have promised me a refund or voucher but refuse to follow through with the promise . I am requesting a refund of my money pleaseBusiness Response
Date: 04/16/2024
Hello,
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. Please work directly with our chargeback team at ***************************** to provide you with an update on your refund request.
Kindly,
*********************************
Customer Answer
Date: 04/16/2024
Complaint: 21573082
I am rejecting this response because: I dont understand why its going to take 90 to 120 days when I have been told for the past week that I should be receiving an email voucher . Which is it? $200 might not be a lot of money to most but I am a single father of 3 boys and you had no problem taking my money then giving me false information not to mention being hung up on 4or 5 times when I called your company . Very unprofessional and disrespectful
Sincerely,
***************************Initial Complaint
Date:04/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I purchased hotel reservations on Jan. 27, 2024 from HotelPlanner.com for $544.51 at the ******************* in ***********, **. The dates for our stay were to be Apr. 6 - 8, 2024. Unfortunately one of our dogs passed away and we were too emotionally spent to go away to the Inn in April. We cancelled our April dates and agreed to exchange them for June 14 - 16. The ******************* gave us a Cancellation # of ***********. HotelPlanner sent me a Voucher, yesterday, Apr 10, Voucher # ****************. When I initially received a Voucher from HotelPlanner.com I wrote a glowing review for the company. That was before I contacted the ******************* to find out that the Voucher was not good. I hold no ill will toward HotelPlanner.com. I just want them to honor the $544.51 I already paid them. Send me the Voucher to pay for the hotel stay for my wife and me, June 14 - 16.Below is the letter I just wrote to HotelPlanner. Unfortunately, the "Voucher" sent to me yesterday by HotelPlanner.com was not accepted by the *******************. The Voucher from HotelPlanner.com is empty and has no worth, according to the hotel. As of now, HotelPlanner has not made good on allowing me to use the $544.51 I paid them on Jan.27, to honor the dates at the ******************* for my wife and me. We had to change our dates at the ******************* from April 6 - 8 to June 14 - 16 due to the death of one of our dogs. Based on my experience so far, I would NOT recommend anyone using HotelPlanner.com. Sincerely, ***** and ********************* PSBusiness Response
Date: 04/18/2024
Hello ***** and ****,
I am so sorry for your loss, as a pet owner myself I know how difficult it could be! Please be advised that to use the voucher provided you will need to prebook directly through our website. Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review, thank you in advance!
Kindly,
*****************************;
Initial Complaint
Date:04/10/2024
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.
Hotel room booked online (HotelPlanner.com for room for two nights (March 1st and 2nd, 2024) at ***********, ******, Oh using my ******************* ***** card. On the day of checkout, March 3, I paid with different card, ****** ********* credit card. The charge was $299.53. Asked clerk about difference in price and she said due to booking site. Even though I paid with ****** ********* card ******************* ***** still charged my account the $425.94. I went into their branch located at ******************************************************* a claim was opened (***************) and I provided the Chase representative with receipt which sh said she was faxing to claim department. The charge was reversed however; I was told it was temporary and now has been reinstated saying I did not provide valid documentation and claim was being denied. I did not think it was legal to pay twice for same service.Business Response
Date: 04/23/2024
Hello *******,
I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at *********************************** I look forward to hearing from you!
Kindly,
*********************************
Customer Answer
Date: 04/30/2024
Please advise how I am to send additional information. I have tried on this page and keep getting error message. What additional information do you need?Customer Answer
Date: 04/30/2024
Iteniary # was HB041530. Ch
ked in on March 1 and out on March 3. Paid with Wrright *********************** card and yet ***** is still trying to charge because its card was used within initial reservation
Customer Answer
Date: 04/30/2024
Iteniary # was HB041530. Ch
ked in on March 1 and out on March 3. Paid with Wrright *********************** card and yet ***** is still trying to charge because its card was used within initial reservation
Business Response
Date: 05/09/2024
Hello *******,
I'd absolutely love to help you out! Please provide me with the itinerary number beginning in H for your reservation and I'd be more than happy to further assist you. Please reply with the itinerary number or feel free to send it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
*****************************;
Customer Answer
Date: 05/10/2024
Complaint: 21555249
I have provided all information requested from hotel planners including the payment to hotel on different credit card, not Chase. You are not required to pay for services twice. This is ludicrous.
I am rejecting this response because:
Sincerely,
***************************Customer Answer
Date: 05/17/2024
I have been waiting for a response from Hotel Planners. All requested information has been provided. I also received an email from ******* at hotel Planners saying I could contact her directly but it has been days and I have not heard from her. I would think the BBB would be more helpful in resolving complaint matters.Business Response
Date: 05/28/2024
******* has reached out to me via email and we are working on getting her case resolved!Business Response
Date: 05/29/2024
******* has reached out to me via email and we are working on getting her case resolved!Customer Answer
Date: 06/06/2024
I have submitted all information and as is stated would like to continue to pursue with local agen thereCustomer Answer
Date: 06/07/2024
Complaint: 21555249
I have submitted all information and as is stated would like to continue to pursue with local agen there
Sincerely,
***************************Business Response
Date: 06/11/2024
Hello *******,
Thank you for your patience! I have escalated this along with the image of the charge from the hotel to my supervisor, and she is working hard to find a resolution to your inquiry. As soon as I receive an update from her I will inform you. If you have any further questions or concerns, please feel free to reach out to me personally!
Kindly,
*****************************;
Customer Answer
Date: 06/13/2024
Complaint: 21555249
I am rejecting this response because:
It is not satisfactory. I paid the hotel with a card that is not a Chase card. I provided a receipt for the same hotel, same dates and will not pay twice go the same service. That is ludicrous.
***************************Business Response
Date: 06/13/2024
This guest was fully refunded, and their inquiry is now resolved.Business Response
Date: 06/13/2024
Good Morning *******,
Thank you for your patience! I am pleased to inform you that a full refund of $425.94 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
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