Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,154 total complaints in the last 3 years.
- 651 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hotel room booked online (HotelPlanner.com for room for two nights (March 1st and 2nd, 2024) at ***********, ******, Oh using my ******************* ***** card. On the day of checkout, March 3, I paid with different card, ****** ********* credit card. The charge was $299.53. Asked clerk about difference in price and she said due to booking site. Even though I paid with ****** ********* card ******************* ***** still charged my account the $425.94. I went into their branch located at ******************************************************* a claim was opened (***************) and I provided the Chase representative with receipt which sh said she was faxing to claim department. The charge was reversed however; I was told it was temporary and now has been reinstated saying I did not provide valid documentation and claim was being denied. I did not think it was legal to pay twice for same service.
Business Response
Date: 04/23/2024
Hello *******,
I have searched put system but I am having a hard time finding your reservation due to the fact that the reservation might be under a different name. Please provide me with the itinerary number for your reservation beginning in H and I'd be more than happy to further assist you. Please reply with the itinerary number or reach out to me personally at *********************************** I look forward to hearing from you!
Kindly,
*********************************
Customer Answer
Date: 04/30/2024
Please advise how I am to send additional information. I have tried on this page and keep getting error message. What additional information do you need?Customer Answer
Date: 04/30/2024
Iteniary # was HB041530. Ch
ked in on March 1 and out on March 3. Paid with Wrright *********************** card and yet ***** is still trying to charge because its card was used within initial reservation
Customer Answer
Date: 04/30/2024
Iteniary # was HB041530. Ch
ked in on March 1 and out on March 3. Paid with Wrright *********************** card and yet ***** is still trying to charge because its card was used within initial reservation
Business Response
Date: 05/09/2024
Hello *******,
I'd absolutely love to help you out! Please provide me with the itinerary number beginning in H for your reservation and I'd be more than happy to further assist you. Please reply with the itinerary number or feel free to send it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
*****************************;
Customer Answer
Date: 05/10/2024
Complaint: 21555249
I have provided all information requested from hotel planners including the payment to hotel on different credit card, not Chase. You are not required to pay for services twice. This is ludicrous.
I am rejecting this response because:
Sincerely,
***************************Customer Answer
Date: 05/17/2024
I have been waiting for a response from Hotel Planners. All requested information has been provided. I also received an email from ******* at hotel Planners saying I could contact her directly but it has been days and I have not heard from her. I would think the BBB would be more helpful in resolving complaint matters.Business Response
Date: 05/28/2024
******* has reached out to me via email and we are working on getting her case resolved!Business Response
Date: 05/29/2024
******* has reached out to me via email and we are working on getting her case resolved!Customer Answer
Date: 06/06/2024
I have submitted all information and as is stated would like to continue to pursue with local agen thereCustomer Answer
Date: 06/07/2024
Complaint: 21555249
I have submitted all information and as is stated would like to continue to pursue with local agen there
Sincerely,
***************************Business Response
Date: 06/11/2024
Hello *******,
Thank you for your patience! I have escalated this along with the image of the charge from the hotel to my supervisor, and she is working hard to find a resolution to your inquiry. As soon as I receive an update from her I will inform you. If you have any further questions or concerns, please feel free to reach out to me personally!
Kindly,
*****************************;
Customer Answer
Date: 06/13/2024
Complaint: 21555249
I am rejecting this response because:
It is not satisfactory. I paid the hotel with a card that is not a Chase card. I provided a receipt for the same hotel, same dates and will not pay twice go the same service. That is ludicrous.
***************************Business Response
Date: 06/13/2024
This guest was fully refunded, and their inquiry is now resolved.Business Response
Date: 06/13/2024
Good Morning *******,
Thank you for your patience! I am pleased to inform you that a full refund of $425.94 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Initial Complaint
Date:04/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A fraudulent hotel transaction was made on April 5, 2024 with Itinerary Number: H8233482. A unauthorized charge to my card was made in the amount of $503.34 from HotelPlanner.com. A related "refund protection order" in the amount of $43.78 was simultaneously charged without authorization by ********* ****I never authorized the $503.34 HotelPlanner.com booking or the ********* **** protection plan, or any related purported contracts.I immediately called and notified Hotel Planner that my card was charged fraudulently, and I did NOT authorize that transaction in the amount of $503.34. I spoke to Hotel ********************************************* I requested an immediate cancelation and full refund because I did not authorize the transaction. **************** stated the alleged contract (that I did not enter into or authorize) limited refunds to only 75%, and asked if I would like her to make a special request for a full refund. I said yes. She initiated a help request labeled Request Number *******. **************** then canceled the room. She said it could take 7 to 10 business days to receive a refund, and that I would receive an email confirmation. I received follow up emails confirming the cancelation and stating a refund was "processing." It did not state the amount or that the refund was approved. I called again that same day inquiring. I was told only that the refund was "processing." On April 6th I called again. That representative said **************** in fact did NOT take proper steps for a full refund. He said permission to void fees was needed from the alleged booked hotel, ALOFT. He allegedly called ALOFT while I remained on hold. He returned and said ***** approved a full refund/there would be no cancelation fees. I asked *******. to send same in writing to me. I was told I would receive an email confirming a full refund by April 9th. I never received that email and am now initiating this complaint because I believe I've been lied to and that my refund is not coming.Business Response
Date: 04/10/2024
Good Afternoon *******
Thank you for your patience and we apologize for the miscommunication! After taking a deeper look into your reservation I am seeing that a full refund of $503.34 was issued yesterday back onto the card used to originally purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me at *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Customer Answer
Date: 04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I never received any emails or further communication from the company aside from their response to this BBB complaint. But I did receive the requested refund today.
Sincerely,
*************************Customer Answer
Date: 04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I never received any emails or further communication from the company aside from their response to this BBB complaint. But I did receive the requested refund today.
Sincerely,
*************************Initial Complaint
Date:04/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
(10 image documents uploaded) Thought I had booked the comfort inn near ************ near ****. Ended up being the one with no boat parking. Called the right comfort inn to verify my reservation and that's when I discovered it was the wrong hotel. Called and canceled. Called hotel planner to cancel and they said they would review. Got a phone call and emai from ****** stating I would get a refund (documents included) and it could take up to 10 days. That was on 03/21/24 today is 04/08/24 and still no refund. Have called twice more to hotel planner and 2 different people stating they woul expedite the claim up the line. It's almost like they do not want to refund the money. Very frustrating process, the website process to get a refund is very hard to navigate as well.Business Response
Date: 04/09/2024
Good Afternoon,
Thank you for your patience and we apologize for the miscommunication! After taking a deeper look into your reservation I am seeing that a full refund of $1,022.58 was issued yesterday back onto the card used to originally purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please don't hesitate to reach out to me at *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Customer Answer
Date: 04/10/2024
Got my refund today 04/10/24. Thanks BBB for the helpInitial Complaint
Date:04/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 15, I made a reservation for ************************************ in ***************. At 3:23 pm, the person I talked to said I had until 5pm to cancel for a full refund. I called at 3:39 pm and canceled. Confirmation #km795nxk. That was 16 minutes from the time I booked. My reservation was for 2 rooms. Res ********* $2671.60 was the total. I was told I would receive a full refund but only received $1305.08, as of today. I have made multiple calls and sent multiple support emails trying to get this resolved.Business Response
Date: 04/21/2024
Hello *******,
Thank you for brining this to our attention. I will escalated this to my supervisors in hopes of them finding a resolution to your request! As soon as I receive an update from them I will reach back out, but if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer Answer
Date: 04/29/2024
Complaint: 21546851
As of today i have no reply from them. I Sent the attached email to *******.********* @ Hotel Planner asking for an update in regards to her escalating information to her supervisor.
Sincerely,
*******************************Business Response
Date: 04/30/2024
Hello *******,
I am pleased to inform you that the remainder of the refund has been procced for a total refund of $2,671, please allow 2-10 business days for this refund to be visible to you. If you have any further questions or concerns, please dont hesitate to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore your review, thank you in advance!!Kindly,
*****************************;
Initial Complaint
Date:04/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $221.00 for a one night stay at *************** in ******* on July 20th, 2023 by Hotel Planner. The next morning the motel clerk informed me the room charge was less than $50 if I had called the motel directly. I said I had tried but was not getting a good signal on my cell phone and had to make it through Hotel Planner and thought it was affiliated with them. I have tried to dispute this bill ever since last July 2023 with no response from them. Itten# H7103902 Confirm# ********Business Response
Date: 04/17/2024
Hi There!
I come bearing good news! After taking a deeper look I see that a partial refund of $70.00 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for this refund to be visible to you. If you have any questions or concerns please feel free to reach out to me personally, my email is *********************************** We would be thrilled if you took the time to rescore this review!Kindly,
*****************************;
Initial Complaint
Date:04/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is shady and deceptive, and the cancellation protection they offer is not explained or fit for purpose.I used a search engine to find the phone number for a Holiday Inn and found it at a HotelPlanner website that represented themselves as being the hotel directly. The representative at the number represented themselves as working for the property in question, and not a third party booking agent. I booked a hotel stay and purchased a cancellation protection plan that the representative stated would make the reservation cancellable. It was not explained that the protection plan is severely limited and I was not given an opportunity to review the very limited circumstances under which the plan would accept a cancellation.I have a scheduling conflict for part of my stay which is under the covered terms of the plan and is forcing the cancellation of my trip. The protection company refuses to accept the documentation. The trip has not happened yet and there would be not costs to Hotelplanner if the trip was canceled and refunded.I believe I am entitled to a full refund. The reservation is H8067722.Business Response
Date: 04/05/2024
Hello,
This message is in regard to your Itinerary Number H8067722
Your itinerary includes Refund Protection coverage through our partner, Protecht. Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht.
You may also use this link to Request a Refund from Protecht: **********************************************************************
We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns.
Thank youCustomer Answer
Date: 04/09/2024
Complaint: 21533359
I am rejecting this response because:When I made the reservation, I was advised that the protection plan would make the reservation refundable. It turns out that was not true, but instead there could be a refund under very specific circumstances. In my case, I made a reservation from April 13-April 15. I was summoned for jury duty on April 15, but Protecht refuses to refund, since they would only cover if the Jury duty started on the start of the reservation. That is not disclosed in their terms and conditions
I am requesting a refund because
- The protection plan was misrepresented by the person I made the reservation with. I would not have made the reservation if I knew of the limitations. In general, this entire transaction was misleading, since it is not clear that a third party company was involved in the transaction.
- The date of the reservation has not yet passed, so there should be no cost to you to accommodate me.
Sincerely,
**** ***********Business Response
Date: 04/10/2024
This message is in regard to your Itinerary Number H8067722
Your itinerary includes Refund Protection coverage through our partner, Protecht. Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht.
You may also use this link to Request a Refund from Protecht: ********************************************************************** . We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns.
Thank youCustomer Answer
Date: 04/11/2024
Complaint: 21533359
I am rejecting this response because:Protecht is refusing to refund my reservation and directed me back to Hotelplanner for escalation. The Refund plan was sold to me as a method to make the reservation refundable, and not as a limited travel insurance plan.
Sincerely,
**** ***********Business Response
Date: 04/24/2024
This message is in regard to your Itinerary Number H8067722
Your itinerary includes Refund Protection coverage through our partner, Protecht. Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht.
You may also use this link to Request a Refund from Protecht: ********************************************************************** . We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns.
Thank youBusiness Response
Date: 04/25/2024
This message is in regard to your Itinerary Number H8067722
Your itinerary includes Refund Protection coverage through our partner, Protecht. Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht.
You may also use this link to Request a Refund from Protecht: ********************************************************************** . We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns.
Thank youCustomer Answer
Date: 05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ***********Initial Complaint
Date:04/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The mislead me in the insurance policy in canceling my reservations. I purchase a $73 policy to cancel only to find out the company has fine print that determine they have the right to questions your reason for cancelation, such as doctor ********* and employment records. This was not stated on the initial call.Business Response
Date: 04/09/2024
Hello ******,
I come bearing good news! I am pleased to inform you that your reservation was cancelled successfully and a full refund of $863.84 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please reach out to me at *********************************** Please take the time to rescore this review, we thank you in advance!
Kindly,
*****************************;
Initial Complaint
Date:03/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not able to use voucher #****** from reservation itinerary H8140201 in the credit amount of $642.08. This reservation was made on March 18, 2024 and canceled on March 18, 2024. The reservation was for Hotel ******, 2 nights, check in April 23. ******, at the hotel, signed off on the cancellation. I am requesting a refund in the amount of $642.08 to my credit card. I have talked with customer service three times asking for a refund.Business Response
Date: 04/02/2024
-Hello ***,
I'm excited to share some great news with you! I am pleased to inform you that the voucher has been removed and a full refund of $624.08 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Initial Complaint
Date:03/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The receipt for Hotel Reservation Total Billed $772.50 Amount actually billed was $799.47. Seems like the $8.99 USD per person Extra Person Fee of $8.99 was charged twice. ( 3 days x $8.99 = $26.97) The bill difference was $26.97. Tax and Recovery on bill ****** $106.53 USD ( includes $8.99 USD per per person Extra Person Fee) Also, we were charged $10.00 per day per person for breakfast. Imagine our surprise when we arrived at the Motel and saw breakfast was free. I like many others thought I was dealing directly with the motel. I don't understand how HotelPlanner can book reservations without full disclosure. I learned this when I tried to collect refund from the motel. I've never heard of HotelPlanner before. I emailed them on March 24th. No response. Several calls to HotelPlanner meant nothing because I was pushed about to six different departments, no one could help me. I would like a refund of $116.97. ($26.97 + $90.00 = $116.97) That would be the Overcharge plus $30.00 per day Breakfast. Thank you in advanceBusiness Response
Date: 04/11/2024
Good Evening *******,
Thank you for brining this to our attention. I have escalated this to my supervisors in hopes of them finding a resolution to your request! As soon as I receive an update from them I will reach back out, but if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer Answer
Date: 04/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Customer Answer
Date: 04/15/2024
I wish to thank you all very much. A refund for the disputed amount has been received.Business Response
Date: 04/16/2024
Hello *******,
Thank you for your patience. I am pleased to inform you that you have been refunded the full amount of $117, please allow 2-10 business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review, thank you in advance!
Kindly,
*********************************
Initial Complaint
Date:03/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good morning,I am an 19 year old young man who just starting working for the union. I work out of town most weeks in different cites. It is very very difficult to rent hotel rooms due to my age. I have to look into many options before I find one, This is a new experience for me. This particular instance I found one hotel and tried to reserve. This reservation was for 10/29 through 11/2 at the Hampton Inn in ************. I had Zero idea I was being transferred to a 3rd party site and any fine print about cancellations. I then tried to cancel the room due the very high cost and not being able to be reimbursed by my employer. I had requested to cancel on 10/28/23. I emailed reservations support and tried a live chat about not knowing I was on a 3rd party site and was never given an option for a refund. I can't ever get to a human contact. Finally on Nov 1, 2023 I was given a voucher. This voucher is only good until 10/2024 and cannot be split. I have not booked any rooms with that high of a value since Nov. I am not able to use this full voucher as a I move around for my job to different locations. I need the refund.Business Response
Date: 04/02/2024
Good Morning *****,
I come bearing good news! I am pleased to inform you that the voucher has been removed and a full refund of $690.16 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
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