Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,157 total complaints in the last 3 years.
- 654 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/30/2024
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,
*****************************;
Initial Complaint
Date:03/28/2024
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 January 30 I wanted to make a reservation with the Williamsburg Lodge. There was a website that was made to look like the hotels own site.I called what I thought was the hotel and made a reservation. When I checked it later it said there was no record.I discovered that it was a company called either HotelOne or Hotelplanner ( they used both names in correspondence). They did not tell me that the reservation was non- refundable until it was too late, and the also charged me $200 more than the hotel rate.Business Response
Date: 04/04/2024
Hello,
We received a notification that the booking amount has been disputed through your bank. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record, this requires us to close your ticket pending the dispute investigation, which can take up to 90 days, and unfortunately, there is no manual override. 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 and emailed to *****************************
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 card, and Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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.Kindly,
*****************************;
Customer Answer
Date: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:03/25/2024
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 attempted to book a 3 night stay at Hampton inn through hotelplanner.com - when I clicked in submit - I got a message saying cancelled - however my credit card was charged the entire amount. Multiple phone calls to customer service have been unsuccessful in getting the charge reversed. Today is 2 weeks since I attempted to book the room. I no longer want to deal with them and want my money back.Business Response
Date: 03/26/2024
Hello ******,
I'm excited to share some great news with you! I have escalated this and a full refund of $621.69 has been issued back onto the car used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Business Response
Date: 04/04/2024
Hello ******,
I'm excited to share some great news with you! I have escalated this and a full refund of $621.69 has been issued back onto the car used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Business Response
Date: 04/04/2024
Hello ******,
I'm excited to share some great news with you! I have escalated this and a full refund of $621.69 has been issued back onto the car used to initially purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Initial Complaint
Date:03/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel room with Hotel Planner for *********** Motel in ********, ** from 7/1/24-7/6/24. Itinerary #: H8042091 on February 28, 2024. When purchasing this with them it included a refund policy. I am unable to take this trip, so canceled this reservation on 3/1/24 and have confirmation from them. They sent me an email I would be receiving a refund. I have called several times asking when I will receive a credit on my credit card for the full amount I paid. I just keep getting the run around and speaking to different people. I also disputed this with my credit card company since I wasn't sure they would refund my money. The amount they credited me on my credit card on 3/11/24 was $1,594.54 which is not the full amount. The balance due is $398.64. The credit card company called me last week told me that this company only issued the above amount as a credit. I have to continue working with this company which I have been doing and have been unsuccessful with no results, and the credit card company is also working on getting the balance credited. I have spoken with ***** from this company on 3/6/24 and he told me proper protocol was not followed. They had to call the hotel and cancel the reservation and a refund would be issues within 5-7 business days. On 3/21/24 I spoke with ****** and they were escalating this matter to a supervisor to hopefully resolve this issue. Was supposed to hear back within ***** hours via email and have not to date. I would appreciate it if you could assist me in receiving a credit of $398.64 to resolve this matter promptly on my credit card used to book this reservation which was canceled. Thank you very much, ***************************Business Response
Date: 03/27/2024
Hello *****,
Thank you for your feedback. Please be advised this is a rare case, I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry! As soon as I hear back from them, I will provide you with any update. If you have any questions or concerns in the meantime please feel free to reach out to me personally, my email is **************************************************.
Kindly,
*********************************
Customer Answer
Date: 03/28/2024
Complaint: 21484500Dear *******:I am forwarding to you the confirmation email I received from Hotel Planner stating I would receive a refund from my reservation that was canceled. This email was sent to me on March 11th. It is past the 10 days of the time frame of issuing me the difference due to me. I canceled my reservation within a few days of booking it.I only received a refund amount of $1,594.54 when I paid $1,993.18. I am due a refund of the balance of $398.64 and expect to receive that credit on my credit card within 5-7 business days. I feel I have been patient enough with your company in communicating with them for a full refund and have the confirmation email that I would be receiving a refund.I called Hotel Planner on 3/21/24 spoke with ****** a representative and he already told me this was escalated to someone internally for further review. So you advising me this was escalated to your supervisor in your response to the BBB complaint is a delay tactic. I was already told that was done on 3/21/24.Also copied in this email is my Better Business Representative **** with their ID number referenced so they are included in this email as well along with the refund email. Since I was not successful in getting a full refund from your company I filed a complaint with them.Just to let you know I also disputed this charge with my credit card company ********** and they are working on getting me the refund on there end as well. Today they asked for additional information which I will also send them a copy of this letter which clearly states I will receive a refund which was not issued in the full amount.I still do not know why only $1,594.54 was issued and not the full amount. Please expedite a credit to my credit card used to make and cancel this reservation in the amount of $398.64 as soon as possible.Looking for a quick resolution to this issue promptly.Regards,***************************Business Response
Date: 04/03/2024
Hello *****,
We received a notification that the booking amount has been disputed through your bank. Unfortunately,when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record, this requires us to close your ticket pending the dispute investigation, which can take up to 90 days,and unfortunately, there is no manual override. 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 and emailed to *****************************
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)
MUST state cardholder dropped or withdrew the dispute
MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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 and if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!Kindly,
*****************************;
Customer Answer
Date: 04/04/2024
Complaint: 21484500
I am rejecting this response because: On March 22, 2024 I received a letter from ***************************** requesting all documents pertaining to this dispute. I faxed them 18 pages which includes an email from Hotel Plannner dated March 11th stating they will refund my money within 10 business days. I am not withdrawing my dispute with my **** card since they are working on my behalf to get me the balance due from this Merchant.
**************************************************Business Response
Date: 04/04/2024
Hello *****,
We received a notification that the booking amount has been disputed through your bank. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record, this requires us to close your ticket pending the dispute investigation, which can take up to 90 days, and unfortunately, there is no manual override. 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 and emailed to *****************************
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)
MUST state cardholder dropped or withdrew the dispute
MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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 and if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!Kindly,
*****************************;Business Response
Date: 04/04/2024
Hello *****,
We received a notification that the booking amount has been disputed through your bank. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record, this requires us to close your ticket pending the dispute investigation, which can take up to 90 days, and unfortunately, there is no manual override. 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 and emailed to *****************************
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)
MUST state cardholder dropped or withdrew the dispute
MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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 and if you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;Customer Answer
Date: 04/04/2024
Complaint: 21484500
I am rejecting this response because: I am NOT dropping my dispute complaint against ************* with my credit card company. All ************* had to do is issue we the refund balance of $398.64 and a dispute to the credit card company would not have been reported. I have been patient enough and have an email from this Merchant I would receive a refund back in March. They scam people and rip us off. My credit card company will deal with this Merchant directly to resolve this matter in my favor. Hotel Planner wants me to withdraw the dispute with my credit card company and cannot guarantee me they will approve a refund for the balance. Not happening!
**************************************************Initial Complaint
Date:03/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel with this agency on Thursday, 2/29/24 for the Baymont Inn in ******* **. I paid them $131.30 using my debit card. When I arrived at the hotel, the hotel did not have my registration, which meant I had to pay again and this company charged me the weekend rate. The hotel manager, Ms. ****** called this company and we cancelled the reservation on that day. At that time, I was promised my refund within ten days, which did not happen. I have called them twice and they have told me the same thing, that it is processing and I will receive it within ten days it is now 3/25 and I still do not have it. The resoution is I want my money back ASAP.Business Response
Date: 03/26/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that I have escalated this and a full refund of $131.30 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,
*****************************;Business Response
Date: 04/04/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that I have escalated this and a full refund of $131.30 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,
*****************************;Business Response
Date: 04/04/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that I have escalated this and a full refund of $131.30 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:03/20/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled a hotel reservation and was told my refund was processed & Id get it in 3-5 days. It said my bank could hold it for up to 10 days. I never got the refund, my bank isnt holding it as Ive called them. Emailing & calling hasnt resolved anything. They just keep telling me its been processed. The transaction was on 3/11/24, the confirmation number is H8107456.Business Response
Date: 03/21/2024
Hello ****,
Hello ******, I'm excited to share some great news with you! After taking a deeper look I see that a full refund of $ has been issued back onto the car 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 dent hesitate to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Business Response
Date: 03/21/2024
Hello ****,
I'm excited to share some great news with you! After taking a deeper look I see that a full refund of $575.17 has been issued back onto the car 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 dent hesitate to reach out to me personally, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Customer Answer
Date: 03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:03/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jan 29, 24, I called Hotelplanner.com to reserve two rooms at a *********** in Manhattan, ********. While on the phone with an agent of Hotelplanner.com, I went through all the proper steps to book two rooms, paid for two rooms and thereby received a confirmation email for two rooms. I called ***** just to verify that at their hotel they would see two reservations under my name. After speaking with a Yotel employee, I was informed that they seen one confirmed room and one cancelled room both under my name. I informed the employee that was incorrect and that I should have two reservations and that I had not cancelled one room. The employee then told me to contact the third party company to which that is who and where I made reservations with. I contacted Hotelplanner.com and I then informed the agent that the Yotel employee has one reserved room and one cancelled reservation under my name. At this time, I have already paid for two rooms in the amount of $2,326.84 and I have submitted a bank statement as proof of payment. The Hotelplanner.com agent informed me that he has in his system two confirmed reservations under my name and he did not see the issue. Then he placed me on hold so that he could contact the hotel or the hotel's General Manager directly so that he could rectify this issue of me having one booking and one cancelled booking in Yotel's system. After a long hold, I was assured the situation would be corrected and that there would be no need to call back because it was going to be handled on their end since I have paid for already two rooms and there was no cancellation of any sort. So, we ended the call. However, I did not get a sense that everything would be okay, therefore, I reached back out to the hotel a week later just to verify and still, the same problem existed. Hotelplanner.com agent told me to just book directly with ***** and that they would issue me a full refund. I have not received a refund. Itinerary # H7871901Business Response
Date: 04/02/2024
Hello ******,
Thank you for your feedback. Please be advised this is a rare case, I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry! As soon as I hear back from them, I will provide you with any update. If you have any questions or concerns in the meantime please feel free to reach out to me personally, my email is **************************************************.
Kindly,
*********************************
Business Response
Date: 04/04/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $2,326.84 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 feel free to reach back out to me. We would greatly appreciate you taking the time to rescore your review!Kindly,
*****************************;
Business Response
Date: 04/04/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $2,326.84 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 feel free to reach back out to me. We would greatly appreciate you taking the time to rescore your review!Kindly,
*********************************
Initial Complaint
Date:03/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hotelplanner/HotelOne set up a web address that used the hotel "*********************" as its main address like the hotel. The address took us directly to, what looked like, the Hotel website not a booking company. So we thought we were working directly with the hotel.We confirmed a reservation 2 months in advance and cancelled within 24 hours of making reservation because the room we chose was misrepresented. Even though the site and our specific room stated "NO cancellation fees" "they" immediately charged the full amount to our credit card even though they had told us they only needed the card to hold the reservation. When we called to cancel, they never mentioned a penalty, and we received a confirmation email that showed the reservation had been cancelled. Soon after, we found out they were not going to refund our money because prepaid reservations don't get refunds. After complaining, "they" offered us some voucher with limitations and we found many complaints that redeeming them was a nightmare. We have not accepted the vouchers. All we want is our money back.I am filing the complaint with Hotelplanner but HotelsOne (also listed on BBB with c-rating) were also involved but I can't tell you what role each played in this or if they are the same company.There are hundreds of poor reviews on various sites reflecting the same issue: thinking they were talking to the hotel and problems with refunds or reservations. It looks many have have been submitted to BBB as well.Attached are several documents (exhibits) that cooberates what happened as well as a timeline. (probably overkill!) We would really appreciate looking into this for us. Thank you so much!Business Response
Date: 03/19/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that a full refund of $1,204.30 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,
*****************************;
Business Response
Date: 03/29/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that a full refund of $1,204.30 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,
*****************************;Business Response
Date: 04/02/2024
Hello *****,
We appreciate the time to spent to provide us with feedback! I am delighted to inform you that a full refund of $1,204.30 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:03/18/2024
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 6, 2024, I called to make a hotel res for 4 adults, 2 rooms, 2 nights for the Magic Castle. I was told that I needed to contact the hotel to make dinner res, that ************* was authorized to res rooms there. Quote was ******* plus $171.22 for Refund Protection policy. I agreed to this.When I called the hotel, turns out the hotel must make the room res and the dinner res which I did. I immediately used the Submit a Refund Request link on the ************* confirmation to cancel the previous res and request a refund. Although I got a cancel confirmation indicating the refund would be processed in 3 to 7 days, they instead sent me a voucher, ignoring the insurance I paid for. I have submitted a dispute toy credit card company.Business Response
Date: 03/21/2024
Greetings ******,
I come bearing good news! I am pleased to inform you that a full refund of $2,014.40 has been issued back onto the card used to initially purchased your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns please don't hesitate to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Customer Answer
Date: 03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I stayed at the *********** on 1745 **************** ******* ** on march *****. I received a bill statement from the hotel for $163.90 ** but I was billed$293.98on my credit card. I want the difference credited to my card. I have called several times and several tickets have been created and escalated with no resolution or response H1815478 ,H8062215,H8062215 ************ , Please assist in getting my refund for the difference asap.Regards *****************Customer Answer
Date: 03/19/2024
The business refunded my money and I am happy for this. Thanks so much for your help.
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