Complaints

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

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  HotelPlanner.com

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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnJune17,2025, I booked what I believed was a direct reservation with PismoLighthouseSuites, only to discover afterward that I was actually dealing with hotelplanner.com, which never disclosed it was a third-party agency. When I tried to cancel the $954.74 booking within the hotels stated free-cancellation window, every call I placed was abruptly disconnected and my follow-up emails were ignored, making it impossible to complete the cancellation. With no response, I opened a chargeback through my credit-card issuer, but hotelplanner.com responded by insinuating I was committing soft fraud to obtain a refund; based on that response, my card issuer closed the dispute and ruled the charge my responsibility. Hotelplanner.com then told me that if I closed the chargeback and provided proof, they would issue a full refund. I complied immediately, sending them the required documentation, yet since that day they have stopped answering calls or emails and still have not returned my money. Hotelplanner.com took payment without delivering the promised service, continues to withhold my refund, and has mischaracterized my good-faith attempt to resolve the matterconduct I consider deceptive and fraudulent. I respectfully ask the BBB to help secure an immediate refund of the full $954.74 to my original payment method and written confirmation that the reservation is fully cancelled with no further charges.

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23612301
  
  I am rejecting this response because: there is no confirmation of a refund for my purchase from a company that misrepresented itself as the local hotel.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/18/2025

  Hello *******,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to reach out to me personally at ******************************************************************.

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23612301
  
  I am rejecting this response because: this is still the same response as before and resolution has not been reached.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/21/2025

  Dear *******,
  
  This response is related to your reservation for Itinerary # H11670061.
  
  Thank you for reaching out to Charge Review.
  
  I am providing the attached documentation for our merchants review to determine whether the dispute can be closed in our system.
  
  Typically, disputes undergo a 90-day review period.Based on current information, this review is expected to conclude by September 08, 2025.
  
  By submitting this documentation, I hope to expedite the resolution process. Early closure is not guaranteed, and even with the provided materials, the review period may still take up to 90 days from the dispute start date.
  
  We will provide you with a status update as soon as we receive further details.
  
  Thank you for your patience throughout this process.
  
  Best regards, 

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

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23612301
  
  I am rejecting this response because:
  The company has failed to address the core issue: they misrepresented themselves as a local hotel, refused to process a timely cancellation despite repeated attempts, and are now unreasonably delaying a refund even after I submitted all documentation they required.
  
  Their stated 90-day review policy is an internal timeline and does not exempt them from complying with federal and state consumer protection laws. Specifically:
  Under the *** Act 5, misrepresentation and obstruction of cancellation rights constitute deceptive business practices.
  The Massachusetts Consumer Protection Act (M.G.L. c. 93A) prohibits unfair and deceptive business conduct, and the companys behavior likely violates this statute.
  Under the *************** Transfer Act (15 U.S.C. 1693f) and Regulation E, disputes must be resolved within 45 daysnot 90.
  
  Additionally, under PCI DSS merchant standards, merchants are expected to maintain transparent cancellation policies and process refunds in good faith. This situation raises serious concerns regarding their compliance.
  
  The company previously stated that once I submitted proof the chargeback was closed, they would proceed with refunding the payment. I did so. At this point, the delay appears to be intentional and retaliatory, rather than procedural.
  
  I request that the company issue the refund of $954.74 immediately. If the matter is not resolved promptly, I intend to pursue complaints with the ******************************, the ************************, and the merchants acquiring bank for PCI compliance concerns.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/22/2025

  Dear *******,
  
  This response is related to your reservation for Itinerary # H11670061.
  
  Thank you for reaching out to Charge Review.
  
  I am providing the attached documentation for our merchants review to determine whether the dispute can be closed in our system.
  
  Typically, disputes undergo a 90-day review period. Based on current information, this review is expected to conclude by September 08, 2025.
  
  By submitting this documentation, I hope to expedite the resolution process. Early closure is not guaranteed, and even with the provided materials, the review period may still take up to 90 days from the dispute start date.
  
  We will provide you with a status update as soon as we receive further details.
  
  Thank you for your patience throughout this process.
  
  Best regards, 
  ******* *********

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23612301
  
  I am rejecting this response because:
  The business continues to repeat a generic, scripted message that does not address the specific facts or legal obligations relevant to this case.
  I submitted all documentation they requested including proof that the chargeback was closed as instructed.
  Their 90-day review period is not legally binding, nor is it recognized under federal law as a valid reason to delay a refund once a dispute is resolved and their own requirements are satisfied.
  Their ongoing refusal to process a refund violates:
  The FTC Act 5 (prohibiting deceptive business practices),
  Massachusetts General Laws Chapter 93A (governing unfair and deceptive acts in commerce),
  The *************** Transfer Act (15 U.S. Code ?1693f) and Regulation E, which require disputes to be resolved within 45 days, and
  PCI DSS merchant standards, which mandate transparent refund policies and timely dispute resolution.
  Simply repeating were in a 90-day review without engaging in the facts is not acceptable. This response fails to demonstrate any intent to resolve the matter or comply with consumer protection law. It appears to be an attempt to delay and deter further escalation.
  At this point, I am preparing to file formal complaints with the ******************************, the ************************, and the merchants acquiring bank regarding potential PCI noncompliance and consumer fraud.
  I continue to demand a full refund of $954.74, and will not close this complaint until it is resolved appropriately.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/23/2025

  Dear *******,
  
  This response is related to your reservation for Itinerary # H11670061.
  
  Thank you for reaching out to Charge Review.
  
  I am providing the attached documentation for our merchants review to determine whether the dispute can be closed in our system.
  
  Typically, disputes undergo a 90-day review period. Based on current information, this review is expected to conclude by September 08, 2025.
  
  By submitting this documentation, I hope to expedite the resolution process. Early closure is not guaranteed, and even with the provided materials, the review period may still take up to 90 days from the dispute start date.
  
  We will provide you with a status update as soon as we receive further details.
  
  Thank you for your patience throughout this process.
  
  Best regards, 
  ******* *********

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23612301
  
  I am rejecting this response because:
  The business continues to send the exact same canned message without addressing the facts, law, or documentation already provided. This is the third identical response, and it is unacceptable.
  To restate:
  -I was misled into believing I was booking directly with a local hotel. That was not true.
  -I attempted to cancel well within the stated cancellation window. I was repeatedly hung up on, making cancellation impossible.
  -I filed a chargeback and provided your company with proof that the chargeback was closed as per your own instructions.

  You acknowledged receiving that proof and have done nothing but cite an arbitrary 90-day policy which is not grounded in law and is not a valid reason to withhold funds once documentation has been provided.

  At this point, your failure to process the refund of $954.74 appears retaliatory and raises the possibility of bad-faith business practices.
  

  Federal & State Law Reminder:
  -The FTC Act 5 and Massachusetts General Laws Chapter 93A prohibit unfair and deceptive business conduct.
  -The *************** Transfer Act (15 U.S. Code 1693f) and Regulation E require disputes to be resolved within 45 days not 90.
  -Under PCI DSS standards, your business is required to provide transparent cancellation terms and timely resolution of disputed charges.
  

  I will not accept copy/paste responses while my funds are being held without cause. I again demand that this refund be processed immediately, or I will proceed with:
  -A complaint to the ************************************** Consumer Advocacy Division
  -A formal filing with the ************************
  -A PCI DSS noncompliance report to your merchant bank and card processor
  -A chargeback reconsideration request to my financial institution including the full paper trail
  

  This is your opportunity to resolve this in good faith.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/25/2025

  Greetings *******,
  
  We have provided the attached documentation for our merchants review to determine whether the dispute can be closed in our system.
  
  Based on current information, this review is expected to conclude by September 08, 2025. Typically, disputes undergo a 90-day review period. 
  
  By submitting this documentation, we hope to expedite the resolution process. Early closure is not guaranteed, and even with the provided materials, the review period may still take up to 90 days from the dispute start date.
  
  We will provide you with a status update as soon as we receive further details. Thank you for your patience throughout this process.
  
  Best regards, 
  ******* *********

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23612301
  
  I am rejecting this response because:
  The business continues to send the exact same canned message without addressing the facts, law, or documentation already provided. This is the third identical response, and it is unacceptable.
  To restate:
  -I was misled into believing I was booking directly with a local hotel. That was not true.
  -I attempted to cancel well within the stated cancellation window. I was repeatedly hung up on, making cancellation impossible.
  -I filed a chargeback and provided your company with proof that the chargeback was closed as per your own instructions.
  You acknowledged receiving that proof and have done nothing but cite an arbitrary 90-day policy which is not grounded in law and is not a valid reason to withhold funds once documentation has been provided.
  At this point, your failure to process the refund of $954.74 appears retaliatory and raises the possibility of bad-faith business practices.
  
  Federal & State Law Reminder:
  -The FTC Act 5 and Massachusetts General Laws Chapter 93A prohibit unfair and deceptive business conduct.
  -The *************** Transfer Act (15 U.S. Code 1693f) and Regulation E require disputes to be resolved within 45 days not 90.
  -Under PCI DSS standards, your business is required to provide transparent cancellation terms and timely resolution of disputed charges.
  
  I will not accept copy/paste responses while my funds are being held without cause. I again demand that this refund be processed immediately, or I will proceed with:
  -A complaint to the ************************************** Consumer Advocacy Division
  -A formal filing with the ************************
  -A PCI DSS noncompliance report to your merchant bank and card processor
  -A chargeback reconsideration request to my financial institution including the full paper trail
  
  This is your opportunity to resolve this in good faith.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 08/06/2025

  Greetings *******,

  Thank you for your patience! I am pleased to inform you that a full refund of $954.74, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly,

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

  Customer Answer

  Date: 08/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a hotel online. I called the number and Hotel Planner answered. I made a reservation for June 29, 2025 and check out for June 30, 2025. When we arrived to check in, the lady at the front desk said the reservation was made for June 30, 2025 and check out for July 1, 2025. They did not have any other rooms available, so we had to find another place to stay. I have spoken with several representatives on the phone. One told me I would receive a full refund. The others keep telling me the escalation team is reviewing it. I received an email saying I would receive a refund. However, the email somehow disappeared from my email. I have looked through my email numerous times and in all the folders. I was not at fault for the incorrect reservation. Therefore, I should be given a refund. I did not agree to the criteria I was billed for.

  

  Business Response

  Date: 07/16/2025

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,

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

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/17/2025

  I would like to leave this complaint open until the amount is paid in full. 

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************! We booked a reservation for ********************* on 6/28/25 and received an email confirmation with a receipt for $2273.03. I called the Lodge today to see if we could extend a day and the hotel did not have a reservation under the Lodge, but rather ******************. Since it was a third party booking company, they said we had to work directly with the booking company for any reservation modifications or refunds. I called the booking company and they said they would try to switch the reservation to the correct place and would get back to us. I called the Lodge again to see what availability they had, and they said there was no availability for the dates we booked, so I called the number in the email to cancel for a refund (since there was no possibility of being able to have rooms booked in the correct place. After talking to 3 different agents, the representative said they would process a full refund (their email states that there is a cancellation fee of $1479.74 if cancelled after 6/26... which now looking at it means the cancellation date was BEFORE our booking date). I stated we should NOT have to pay the cancellation charge since the error was on their end. We got off the phone and a refund in the amount of $591.60 was processed. I called back to clarify whether the rest will be processed later, and was disconnected once and then put on hold indefinitely. I received an email showing the cancelled reservation and a summary of the charges in Philippine Pesos. This is a full on **** company, and I want my money back. They do not operate in good faith.

  

  Business Response

  Date: 07/16/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23605637
  
  I am rejecting this response because:
  

  Since I'm required to provide a response within 10 days, I'm providing a rejection simply because the issue has not yet been resolved.  The business did not indicate how they are planning to make this right, but rather that they are working on it.  I see no reason that a full refund should not be issued, given that they incorrectly booked the reservation.  We do NOT want to stay in ******************; we wanted **************, and since we confirmed with the actual hotel that there is no availability in the Lodge in order to move the reservation to that, a refund is the only acceptable resolution here.  Thank goodness we called the hotel to try and extend our trip another day... otherwise we would have driven 6 hours to check in to somewhere that wasn't booked.  We would have not known about it ahead of time and with children in tow, would have been dealing with an expensive vacation dilemma.

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 07/17/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23605637
  
  I am rejecting this response because:

  This is the same exact answer that was sent before.  And still no resolution.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 07/23/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $1,237.63. You should see the refunded amount reflected in your account shortly.

  If there's anything else we can assist you with, please don't hesitate to let us know. Thank you for your understanding and patience.

  Kindly,
  ******* *********
  Brand Ambassador
  ******************************************************************
  

  
  

  Customer Answer

  Date: 07/23/2025

   
  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 appears to have been received.  However, it is still shameful how they do business.  It appears that bait and switch is the method of operation which is deceitful and dishonest.  I hope the company can optimize their practice to offer services with more integrity.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel stay on June 2 2025 for a stay at a hotel from June 6-June ****** Realized immediately that the booking was in error. Called, cancelled and was promised a refund. It is July 15, 2025 and I am still chasing my refund. I was promised on 3 separate occasions that someone would call back. I am still waiting for call and for refund.

  

  Business Response

  Date: 07/16/2025

  Greetings, 

  Thank you for reaching out! I am pleased to inform you that a voucher of $867.38 USD was sent to the email "******************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  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. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel suite through The Knot for my sons wedding on March 8, 2025. The reservation was for 06/14/2025. I thought I was booking directly with the hotel and being included in a grouping of rooms reserved for the wedding. They fully charged my credit card at time of booking which I did not expect and the charge was $888.36. I wanted to give the suite to my son and his wife as a gift. They wanted to go to their home instead on their wedding night. So I then cancelled the room on 05/19/2025. I received a call confirming the cancellation and the person told me that I would still be charged for 1 nights stay. I then told the person that if the room was non refundable - I would keep the reservation. He then told me that I cancelled prior to 06/12 - so I would receive a full refund. They refunded $78.92 - I called and again they told me that I would receive a full refund but it could take up to 10 days. I followed up my conversation with emails - letting them know that if I was not receiving a full refund - I would like to keep the room. I have pasted email below. I then received a refund of $120.45 - so I followed up again with phone calls and emails. I became so frustrated that I filed a claim through ******. They provided ****** with a tracking number so ****** told me that I received the item and they closed the case. I am out $688 for a room I could not have. I cannot fit all emails. I would be happy to send them for your ******************* Reservations Support (Lodging Support)May 20, 2025, 8:57AM EDT Dear *****,This response is related to your reservation for Itinerary # H10634193.Please be informed that the full refund has been initiated today, May 19, 2025, and it can take up to 10 business days for the credit to appear on your bank statement. Sincerely, ******************************************* May 19, 2025, 5:14PM EDT If this room is nonrefundable I do not want it cancelled. Please confirm.***** *****

  Customer Answer

  Date: 07/15/2025

  I also had a refund protection plan which seems to have been voided.  They should have rebooked my room so I could stay there for the wedding or given me a full refund.  In the emails, they keep saying that I would be receiving a full refund - which I never received.

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23602571
  
  I am rejecting this response because:

  There is not a satisfactory answer - they are reviewing the complaint.  I would like to keep this case open and hear their response after they have reviewed the materials.  I also added the email chain to support my claim that ************** said I would receive a full refund.  I also do not know why they voided my refund policy which I paid for.

   

  Thank you,
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/16/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $888.36 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23602571
  
  I also had a refund protection plan which seems to have been voided.  They should have rebooked my room so I could stay there for the wedding or given me a full refund.  In the emails, they keep saying that I would be receiving a full refund - which I never received.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/17/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $888.36 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1st I believed I was booking on line with ***************** ********* for arrival August *****. I was never informed online this was not the hotels website but a 3rd party, Hotel Planner. This 3rd party appears to have copied the hotel website. Also, I was never informed of the higher room rate, unauthorized tax recovery fee, unauthorized refund protection fee, or the cancellation fee of one room night rate. Hotel Planner charged my Credit Card immediately and THEN sent a confirmation! Unfortunately, the departure date was wrong, and WITHIN ONE HOUR of receiving this confirmation I contacted Hotel Planner to modify from a three night stay to a two night stay. NopeHotel Planner representative said they would charge me the one room rate of $427 for this change!! This was ridiculous since I had no idea I was NOT booking directly with Restoration ***************, nor was I informed of their cancellation policy prior to receiving this confirmation !!!1 I immediately contacted the Restoration and they informed me my reservation came through as Expedia not Hotel Planner. Suggested I cancel this reservation and book with Reservation Office at *****************. I did cancel that day July 1st, and was assured by various Hotel Planner agents (*****, ****) I would get a full refund.I received a partial refund on July 5th, and not the remaining $427. I have notified my ************ I have heard from Hotel Planner is form letter emails notifying me they cant process my refund request while in dispute, and I should remove the dispute with my credit card. I have requested written confirmation fromHotel Planner they will honor refund request. It has been two weeks, and am still waiting for a full refund as promised.

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for your response and for 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. 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, which is emailed to ***************************** // CC: ******************************************************************.

  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 the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. 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.
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23602260
  
  I am rejecting this response because:
  Deceptive website NOT informed booking thru 3rd party Hotel Planners, and cancelled WITHIN one hour of Hotel Planners confirmation .  Hotel Planner charged excessive fee and higher rate, and charged Credit Card before confirmation sent.

   

   

  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/16/2025

  Greetings, 

  Thank you for your response and for 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. 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, which is emailed to ********************************************* // CC: ******************************************************************.

  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 the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. 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.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23602260
  
  I am rejecting this response because: I have sent Hotel Planner an email explaining *********** suggested I remove my dispute only after I receive confirmation Hotel Planner will issue a refund.  *********** stated otherwise I would have no recourse in pursuing full refund.

   

  this company is employing deceptive practices.  I was never notified I was booking with a 3rd party and not Hotel directly. I was never informed of the higher rate, excessive fees, or the cancellation policy until AFTER my CC was charged and this confirmation sent.  There are similar complaints to BB regarding Hotel Planner . 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/22/2025

  Greetings,

  Thank you for your response and for 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. 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, which is emailed to ********************************************* // CC: ******************************************************************.

  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 the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. 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.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23602260
   
  I am rejecting this response because: as I previously wrote, *********** has strongly suggested Not withdrawing this dispute since I have no recourse in challenging Hotel Planners deceptive practices!

  again, I believed I was booking directly with ******************   Hotel Planner did not disclose they were a 3rd party booking site, nor did they disclose the higher room rate,  excessive tax recovery fee, refund protection insurance, or their draconian cancellation policy until AFTER they emailed the confirmation !!!  I contacted Hotel Planner IMMMEDIATELY, and at suggestion of the actual ***************************** ****** i cancelled this *************************.  This canceled reservation was made within 1 hour . And Hotel Planner is still charging me one night fee for a cancellation policy I was not aware of.  I believed I was booking directly with ***************** and their cancellation policy is for refund within 3 days of stated arrival.

   

  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2025, I received a response from *********** and your organization stating that I would receive a fully refund. I haven't received that refund to date. I was told that I need to file a new complaint if I didn't receive the check. The original complaint under # ********. On my behalf, could you please contact the organization and see what the problem is on this case? Sincere appreciation,***** ****** ************

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for reaching out! I am pleased to inform you that a refund of $307.58 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23602051
  
  I am rejecting this response because: I never received a deposit from this organization. Can they track it? Or can a check be mailed?
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/15/2025

  Greetings, 
  Thank you for reaching out! I am pleased to inform you that a refund of $307.58 was issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
  Kindly, 
  ******* Planelles 

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room on 5/16/25 by phone for one night on 7/14/25 through Lexyl Travel Technologies (the name on the email confirmation - maybe ********** or *********, we dont recall exactly) at *********** and Suites in **************. We actually thought we were talking to someone at the hotel. Requested Park and Fly package. Park and fly package is shown on our confirmation: includes up to 7 days of overnight parking. Additional days are available at $15 per day. Upon checking in we were informed that the hotel does not honor third party park and fly packages and had to pay $115 in parking fees for the duration of our trip (Estimated) on top of our prepaid reservation. No alternatives available as we are flying out tomorrow. Called the customer support number associated with the confirmation to request reimbursement and was told that park and fly was by special request only subject to hotel verification. Complete misrepresentation by the agent on the phone and the confirmation adding an unexpected $115 or more to our trip on Day 0.

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  I come bearing happy news! I am pleased to inform you that a voucher for the amount of $90.00USD has been sent to the email address: "***********************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  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. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  I come bearing happy news! I am pleased to inform you that a voucher for the amount of $90.00USD has been sent to the email address: "***********************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  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. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23600762
  
  I am rejecting this response because:

  The respondent indicated that a "partial refund" would be processed, presumably to our credit card, which has yet to be observed.

  An offer of a credit with HotelPlanner.com is not sufficient as it presumes we will do business with this entity again, which we will not.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/29/2025

  Greetings, 

  I come bearing happy news! I am pleased to inform you that a voucher for the amount of $90.00USD has been sent to the email address: "***********************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  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. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23600762
  
  I am rejecting this response because:

  as stated previously, a voucher to continue to patronize this business is inappropriate. A cash refund is warranted. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just like a complaint against this company that was filed on 6/30/2025 I too was misled by hotel ***********. I was booking a room with a motel in *********, ******** and was led to believe I was dealing directly with the motel. I was told the booking was not refundable but if I purchased an insurance policy I could cancel the reservation at any time up to and including the day the reservation was to begin, August 17, 2025. I purchased the insurance and put the total amount $1,367.55 on my father's **** credit card with his permission. Approximately 10 days ago I attempted to cancel the reservation. At first I was told it was nonrefundable. I pointed out I purchased cancellation insurance. Then they offered me a voucher good for one year which I rejected. Now for the last five days they have been stalling me by telling me the issue is being reviewed by the Escalation Team. I have spoken to at least five or six different individuals and all I get is "It's being reviewed by the Escalation team." As was said by another customer with EXACTLY the same story this company is a fraud. They lead you to believe you are actually working with the hotel when in fact you are working with a third party and they refuse to honor the contract they entered into. I wish nothing more than what I am entitled to -- my credit card credited with $1367.55. The reservation number is H11253910. The motel had no problem cancelling the reservation. It is this company that is refusing to credit my credit card. Thank you.

  

  Business Response

  Date: 07/15/2025

  Hello *****, 

  I have exciting news to share! After taking a deeper look into your reservation, I see that a full refund of $1,367.55 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No one will call you back, very deceptive practice by this company. They presented themselves as the hotel which they are not. Had to cancel my reservations due to a family emergency. I was offered a voucher which I refused because I will never do business with this company again. I called everyday for more than a week to speak with someone. No one calls you back. They escalated your ticket and no one calls you or emails you. They have my money and won't give me a refund. Very deceptive practice. Plus they charge you A LOT more than going to the hotel direct. I asked to speak to someone in the ** and they couldn't give me anyone. My next step is to have my attorney contact their CIO **** *****! Never use this website. Be careful before you book your next reservation. TOTAL SCAM!!!!! PLUS I HAD TO MAKE A SEPERATE RESERVATION TO EXTEND MY STAY BY ONE DAY. SO TGEY DONT WANT TO GIVE ME ANY MONEY BACK ONTGE SECOND RESERVATION. TOTAL SCAM!!!

  Customer Answer

  Date: 07/15/2025

  I would like to add i was offered a voucher for my refund, but I want the credit to my credit card. This seems to be the hold up. I have called daily since July 6. I only get told my case was escalated.  No one can tell me more than that. The total expense was $1109.70. Thank you

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23599444
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/17/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23599444
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/25/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a refund has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 07/26/2025

   
  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,
  
  ***** *******