Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,228 total complaints in the last 3 years.
- 606 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:09/23/2025
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 August 26, 2025, I paid $521.30 for a hotel reservation through a phone number *************) and email (*********************************** ) that misrepresented themselves as the hotels direct reservations desk. This was misleading, especially for older adults who could easily be confused. During the booking, the representative made a mistake and reserved the wrong room. They admitted the error and offered to cancel the reservation, promising that my payment would be applied to a corrected second reservation. However, upon arrival at the hotel, I discovered that both reservations had been cancelled by the company, leaving me without lodging. When I contacted the company, they refused to refund my $521.30 and instead offered only a $260 voucher. I have called daily for resolution, and each time I am told the claim is being escalated, but no action is taken. This company: - Misrepresented itself as the hotels direct reservation desk. - Cancelled my reservation without authorization.- Refused to issue a refund for services not rendered and for a mistake made on their part.
Business Response
Date: 09/23/2025
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: 09/30/2025
Complaint: 23922000
I am rejecting this response because: all the did was send me the same email theyve been sending me for a voucher. We never cancelled that reservation it was cancelled on your end so we need the refund, and now on top of that theyve charged us for the second reservation that they modified after their first cancellation. However, when we showed up to the hotel that reservation had been cancelled too. We never ended up having a room at the hotel and now were not being refunded for the original cancellation and also being charged for a second reservation that was already cancelled by them without informing us so when we got to the hotel there was no room or reservation. H12511141 is the one they just recharged us even though they cancelled it prior. And they didnt even do anything about H12491591. Both need to be refunded we never cancelled anything when we arrived to the hotel the reservations were cancelled we couldnt even stay at the hotel.
Sincerely,
******* **********Business Response
Date: 09/30/2025
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. As a gesture of goodwill, a voucher was issued. 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,
******* *********
Customer Answer
Date: 10/13/2025
Dear Better Business Bureau,
I am writing in response to HotelPlanner.coms reply to my complaint. I do not agree with the companys proposed resolution. Their offer of a voucher is unacceptable, as it does not compensate me for the full amount I paid for services that were never received.
As stated in my original complaint and supporting documentation, on August 26, 2025, I made a reservation through HotelPlanner.com for one night at the *************************, with a check-in date of August 31 and check-out on September 1 (Reservation #: H12491591).
Two days later, I decided to extend my stay by one day and called HotelPlanner.com to request the change. The agent advised that the best option was to cancel the original reservation and create a new one that included both nights. During that call, the agent contacted the hotel directly and received approval from the hotel manager to cancel the first reservation and create a new one (Reservation #: H12511141) for the updated stay check-in on August 30 and check-out on September 1.
The agent assured me that the payment from the first reservation ($521.30) would be refunded to my credit card. She then processed a new charge of $988.20 for the updated reservation.
However, upon arrival at the hotel on August 30, 2025, the front desk informed us that the reservation had been canceled. No clear explanation was provided, only that the booking was no longer valid and the hotel was fully booked for the holiday weekend. As a result, we were left without accommodations and had to urgently secure another hotel at additional expense. I have attached the invoice from the alternate hotel where we stayed during the same dates.
Afterward, I discovered that HotelPlanner.com charged my credit card $988.20 for the canceled reservation, and the refund from the first reservation was never processed. Please note that I never canceled either reservation myself both were canceled by HotelPlanner.com or the hotel at their instruction.
Despite multiple phone calls and emails over several weeks, I have not received a satisfactory response or refund from HotelPlanner.com. Instead, they offered a $260 voucher, which requires me to spend more money with them to recover part of my loss. This is not an acceptable resolution.
To summarize:
HotelPlanner.com misrepresented themselves as the hotels direct reservations desk.
Their agent made errors and cancelled my confirmed reservations without authorization.
I did not receive the services I paid for.
I was forced to incur additional lodging expenses.
The company refuses to issue a full refund.
I respectfully request that the Better Business Bureau continue reviewing this case and support my request for a full refund of all charges totaling $1,509.50 ($521.30 + $988.20). Attached is a copy of the alternate hotel invoice.
Thank you for your attention and assistance in helping to resolve this matter fairly.
Sincerely,
******* **********
************Business Response
Date: 10/15/2025
Greetings,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. As a gesture of goodwill, a voucher was issued. 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,
******* *********Customer Answer
Date: 10/27/2025
Complaint: 23922000
I am rejecting this response because:Attached is an email from the ************************* hotel manager, confirming that the hotel did not cancel the reservation. The hotel management is saying the hotel never even received payment for these reservations from Hotel Planner and they are not holding the money. They believe the refund should have been returned in the entirety to us because the hotel never even received money from the third party booking agency. This directly contradicts HotelPlanner.coms claim about the hotel refusing to refund us and further demonstrates that the cancellation and payment issue originated entirely on HotelPlanner's side.
It is also important to clarify that the reservation was made under my husbands name, ******* *******, and was paid using my credit card - *******. This explains why the transactions appear under my name on the billing statements but under his name with the hotel. And also of note Hotel Planner comes up as "Priceline" in the Fontainebleau system when the third party transactions are done.
Sincerely,
******* **********Business Response
Date: 10/28/2025
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 disputeIf 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.
Kindly,
******* PlanellesCustomer Answer
Date: 10/30/2025
Complaint: 23922000
I am rejecting this response because:Dear *******,
Thank you for your message and for clarifying the dispute process. Before I contact my bank to withdraw the dispute, I would like written confirmation that once the dispute is lifted, I will not be re-charged and that a full refund will be issued for the reservation.
The hotel has now confirmed with proof that they never actually received the payment, and the reservation was canceled on your end without our authorization. Because of this, I do not believe the charge should be our responsibility. I want to ensure that withdrawing the claim will not result in the charge being processed or finalized, and that we will receive a full refund once the bank dispute is closed.Business Response
Date: 10/31/2025
Greetings,
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 disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval.
Kindly,
******* PlanellesCustomer Answer
Date: 10/31/2025
Complaint: 23922000
I am rejecting this response because:Please inform me what the reservations you are talking about are.
Also, what happens once the claims are removed on your end? You officially charge the money and then what happens? Im confused by this process if you cant even guarantee that wed be able to get a refund. Even though there is proof from the hotel that they have no problem issuing us a full refund and said that your original claims about them withholding it our incorrect. And on top of that because our reservations were cancelled without our consent and unknowingly. Therefore when we showed up to the hotel we had no reservations.
Sincerely,
******* **********Initial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Hotel Planner thinking it was *********************. When I asked if I had called ********************* they said I had. I booked a hotel stay with them and I thought it was very pricey after I got off the phone with them. I came to find out they purposely misrepresented as the ******* ******* **** and way overcharged me for the room. When I requested a refund on Sept. 2, 2025 they assured me I would be receiving a full refund in 10 business days or less. It is now overdue. I called today and a woman at ************* said she would start the process all over again but not refund the full amount as they are entitled to the fees and taxes. This is unacceptable. This company is run by a bunch of thieves who prey on hard working individuals. I informed them I would be submitting a claim with the BBB. I am not asking for any damages. I just want to be made whole and want the $720.54 that I was promised I would be refunded. And I have the E-mail to show that they said I would be refunded and they have not done so yet.Business Response
Date: 09/20/2025
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: 09/22/2025
Hello *******,
I come bearing happy news! I am pleased to inform you that a full refund of $703.47 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
Business Response
Date: 09/23/2025
Hello *******,
I come bearing happy news! I am pleased to inform you that a full refund of $703.47 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: 09/30/2025
Complaint: 23908245
I am rejecting this response because:
I have been checking my bank account daily and I have yet to receive any refund.
Sincerely,
******* **********Business Response
Date: 09/30/2025
Hello *******,
I come bearing happy news! I am pleased to inform you that a full refund of $703.47 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,
******* PlanellesCustomer Answer
Date: 09/30/2025
Complaint: 23908245
I am rejecting this response because:
I have yet to receive my refund. I will only be satisfied when it is posted to my account.
Sincerely,
******* **********Initial Complaint
Date:09/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was speaking with the Marriott reservation line and I did not realize it was a 3rd party. It looks like rooms are around $170 but when I was making a reservation, I was told due to late check in, the room would be $257. I didn't understand this but I agreed. Later from the hotel, I learned they do not have "late check in fees". I checked in at 8:45 pm. I had also told the reservation specialist that the reservation was for me and my small dog. She did not inform me that the hotel would charge me an additional $167.00. I could not believe the charge when I checked out. I should have been informed of it. I ended up paying for $424 for a one night stay at ********* by Marriott. A hotel front desk person admitted that it appears I overpaid quite a bit more than usual. I feel taken advantage of. I know a 3rd party needs to make money, but I feel I was charged more than usual for a false reason, and they did not inform me of the additional pet fee I would be charged, otherwise, they should have included that in the amount I was quoted from the beginning.Business Response
Date: 09/18/2025
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: 09/19/2025
Hello,
The company advised me that they credited my account $37.99. I would have liked to have seen a higher refund amount, but I don't believe that I will see any additional responses from them. I am appreciative for this gesture, at least, and would like to close my complaint.
Thank you so much for your help.
***** ****
Customer Answer
Date: 09/23/2025
Better Business Bureau:Hello,
The company advised me that they credited my account $37.99. I would have liked to have seen a higher refund amount, but I don't believe that I will see any additional responses from them. I am appreciative for this gesture, at least, and would like to close my complaint.
Thank you so much for your help.
***** ****
Initial Complaint
Date:09/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a room via the reservation line, which I thought was direct with *************. The phone number actually stated they worked for La Quinta. I booked my room on August 4, 2025. I was forced to pay in full in advance and was not afforded any cancellation. However, they did force me to purchase travel protection. The week of my travel, I was sent an email stating they were not able to fulfill my reservation due to overbooking. I found this very concerning since I spoke to the hotel the day before, and everything seemed to be in order. Also, each time I called the support phone number, they stated my stay was "confirmed". I am traveling for a funeral, and I now have no room. They offered me a voucher, which does nothing as all of the hotels in the area are now booked and sold out. Also, the rate of stay has increased by 4x. I am now stranded. I have stated I would take a comparable room in the vicinity of the area. However, they stated, "you can cancel and rebook". Once again, this does not help me as I cannot book at the escalated rate. This seems like a bait and switch and predatory in its practice. I don't see how this is legal.Business Response
Date: 09/18/2025
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
Business Response
Date: 09/22/2025
Greetings Mia,
Thank you for your patience! I am pleased to inform you that a full refund of $165.31 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
Business Response
Date: 09/23/2025
Greetings Mia,
Thank you for your patience! I am pleased to inform you that a full refund of $165.31 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
Initial Complaint
Date:09/17/2025
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 reserved a hotel room and minutes later I realized it was for the wrong location & followed their cancellation instructions.Business Response
Date: 09/18/2025
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,
******* PlanellesBusiness Response
Date: 09/24/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $911.72 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
Business Response
Date: 09/29/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $911.72 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
Initial Complaint
Date:09/16/2025
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 August 28th *********** impersonated a ************* *********** Murrells Inlet SC Charged my Card $703.12 For one night stay Scheduled for December 6 I requested a cancellation and notified my bank immediately They have not refunded my payment It is September 15 I have spoken to them **** times Requesting the refundBusiness Response
Date: 09/16/2025
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,
******* *********
Business Response
Date: 09/22/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $703.12 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
Business Response
Date: 09/23/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $703.12 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
Initial Complaint
Date:09/16/2025
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.
Subject: Complaint Regarding Unauthorized Charge for Hotel Reservation Dear BBB,I am writing to file a complaint regarding an issue with a hotel booking through ************* and *************************************I work at *************************, and I won a certificate for two free nights at ************************* On July 22, I attempted to make a reservation at ******************* hotels . When I tried to book, I was redirected to Hotel Planner website, which charged the full amount to my credit card immediately once I entered my card ********** the hotel, I was told that I only needed to present the certificate for the two free nights, and the money should have been refunded. However, when I checked in, the hotel refused to refund me and told me that Hotel Planner had taken the payment. When I contacted Hotel Planner, they told me to speak with the hotel instead.This situation is unfair and misleading. I was never informed that Hotel Planner was not directly part of the hotel, and I did not authorize them to keep the payment. They charged my credit card without my proper consent, and now both the hotel and Hotel Planner are refusing to take responsibility.I respectfully request that the full amount be refunded to my credit card, as I had a valid certificate for the two free nights and the charge was not authorized properly.Thank you for your time and assistance.Sincerely [***** ******)Business Response
Date: 09/18/2025
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
Business Response
Date: 09/24/2025
Greetings,
After reviewing the case, we see that the reservation was made online, therefore the prepaid booking was agreed with. Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.
If the certificate is still valid, you can make a reservation directly with the property!
Kindly,
******* ********* ,
Business Response
Date: 09/29/2025
Greetings,
After reviewing the case, we see that the reservation was made online, therefore the prepaid booking was agreed with. Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.
If the certificate is still valid, you can make a reservation directly with the property!
Kindly,
******* ********* ,
Initial Complaint
Date:09/16/2025
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 8/22/25 I called to make reservations for a room for 2 nights in September for the Moose convention at ********* in ***********, Mo- thought I was calling the hotel directly. We had been told there was a special room rate for the ************ I told the phone *** that he told me they were already gone and the only room available would cost $476.52 for the 2 nights and it had to be paid in full to reserve the room. I went ahead and paid to make sure we would have a room. After talking to our director at the Moose I was told that the rooms should have been ****** a night and there were plenty of them left. The next day I called the hotel, they cancel the previous reservation and booked us under a new one with the correct pricing and took a credit card number to hold the room. He said I should have not had to pay up front and since he canceled that reservation, I should be getting a refund. On 8/28/25 I called the number on the confirmation that I received for the first reservation and asked about the refund. I was told I should get it within the next 5 to 10 days. It is now 9/16/25 and I still have not received my refund. I called again today and was told the refund was in process since 8/28 and that they would check into why it had not gone through yet and that I should see it within the next 10 days! I asked to speak to Supervisor or Manager and she said I can just work with her and she would help me. I said your not helping me and I want to talk to Supervisor or Manager cause I am not waiting around 10 days to get my money. She said someone would call me back within 1 to 2 hours. I have not heard anything from them as of yet. This place is a rip off and they should not be allowed to do business.Business Response
Date: 09/16/2025
Hello *****,
We appreciate your patience! I am pleased to inform you that a full refund of $476.52 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
Initial Complaint
Date:09/15/2025
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.
Complaint to Better Business Bureau Date: September 15, 2025 Consumer: *** and ***** ********* Email: ***************** Business: HotelPlanner.com Issue: Unrefunded charge for canceled hotel reservation On June 21, 2025, we made a reservation through what we believed was the *********** in *********, ** for two rooms for July 1819, 2025. The total charge was $535.71, billed to our Nordstrom credit card. A day or two later, we canceled the reservation directly with the Comfort Inn, who confirmed the cancellation and provided reference number 58169109.However, when we received our credit card statement (covering June 11July 11), the charge had not been reversed. Concerned, we contacted Comfort Inn again, who confirmed the cancellation. We then reached out to ********* ************* to report a possible fraudulent charge and canceled the card as a precaution.Later, we discovered that our original booking had been made through HotelPlanner.com, not directly with Comfort Inn. We contacted ************ customer service, explained the situation, and requested a refund. They acknowledged that the reservation had been canceled in a timely manner and offered a voucher instead. We declined, as we simply want our money refunded.HotelPlanner then stated that because we had initiated a dispute with our credit card company, we needed to provide proof that the investigation had been dropped before they could proceed. We submitted the requested documentation on August 8, 2025, and have followed up multiple times sincewith no response.We feel this delay is unreasonable and unfair. The reservation was canceled promptly, and we have provided all requested documentation. We are asking the BBB to assist in resolving this matter and help us obtain a full refund of $535.71.Thank you for your attention to this matter.Sincerely, *** and ***** *********Business Response
Date: 09/16/2025
Hello *****,
Thank you for reaching out! I am pleased to inform you that a full refund of $535.71 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,
******* *********
Customer Answer
Date: 09/17/2025
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,
***** *********Initial Complaint
Date:09/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a room with hotelplanner.com and was quoted a total for the room, tax and fees of $159. the actual amount I was billed was $294.96 for the room. I contacted them by phone and they agreed to refund the difference within 10 business days. They did not do this, so I contacted them again by phone and they said that the refund was authorized and asked if I was seeking a full refund, to which I replied that I was only asking for the difference between what I was quoted and the amount I was billed, $295 - $159 = $136. On 8/15 I received a refund of $58.99, $77 less than the amount agreed upon. I again reached out to them and they said they would again review it, and after reviewing it said they would issue me a discount (in the form of a voucher) for another booking in the amount of $58.99 within the next 2-3 business days. It has been 2 weeks and no voucher. I gave them every chance and they have failed to do what they said they would do, and I had to remind them every time of this. I just want the remainder of the agreed upon refund ($77) refunded to me as per our original agreement. ThanksBusiness Response
Date: 09/16/2025
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: 09/17/2025
Complaint: 23886126
I am rejecting this response because: I am rejecting this response to keep the case open because the businesses' response did not include a resolution.
Sincerely,
****** *********Business Response
Date: 09/18/2025
Hello ******,
Thank you for your patience! I am pleased to inform you that a refund 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 ******************************************************************!
Customer Answer
Date: 09/25/2025
Complaint: 23886126
I am rejecting this response because: The business had said I had been issued a refund to the card that was originally billed, (I called them to confirm the amount of $77). They had stated in their reply to this email that it would be visible to me within 2-10 "Business days". I checked with that card company and no refund was sent to them. I'm pretty sure HotelPlanner.com support team is aware of the fact that BBB automatically closes the complaint after 10 "Calendar" days (possibly hoping my complaint would automatically close). If the credit is applied I will close the complaint, but they have failed to do what they stated every time, so I will await further options.
Sincerely,
****** *********
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