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:03/15/2024
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.Initial Complaint
Date:03/13/2024
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 planner agent on3/8/24 wrongly process my credit card twice and made 2 reservations. Only one reservation was used.#h8093273.Best western ******** **.hotel knows only one room used.pls issue money back to card.not my mistake.thanks ****** Snyder412 780 7061
Business Response
Date: 03/19/2024
Hello,
Thank you for your response and allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. Please work directly with our chargeback team at ***************************** to provide you with an update on your refund request.
Kindly,
*********************************
Initial Complaint
Date:03/13/2024
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 reserved 2 nights at the **************************** with HotelPlanner.com reservation # H7787384 for April 26 & 28 I was told that the reservation was cancelled when I called the Hotel directly to confirm my late arrival. Without any notice! This is Unacceptable! Ive called 4 times Hotel Planner since Feb 25th responded to the email 6 times. And as of yesterdays last phone call, the respond was a manager will look into it. They are giving me the run around. I want my refund of $860.67 credited to my credit card. I can Not comprehend for no apparent reason they would cancel a reservation and not notify the client and with hold my money! Very disappointed with this situation.Business Response
Date: 03/13/2024
Hello *****,
Thank you for taking the time to provide us with feedback. I am pleased to inform you thar a full refund of $860.65 CAD 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, my email is *******.*********@hHotelPlanner.com. We would greatly appreciate it if you took the time to rescore this review!
Sincerely,
*********************************
Customer Answer
Date: 03/15/2024
Thank you BBB, for getting my money back.Customer Answer
Date: 03/18/2024
Better Business Bureau:
Thank you BBB, for getting my money back.
Sincerely,
*************************Initial Complaint
Date:03/12/2024
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 31st 2024 I attempted to reserve a room for February 18th 2024. The website reset and booked my room for the night on January 31st. As soon my wife noticed that the website had wrongly booked the room we tried contacting their protection plan company 5 minutes after this situationhappened. Their company specifically said they do not cover these types of errors and voided their protection plan to refund the protection plan money back to me. They referred me back to hotel planner.com and told me they will be able to handle this situation. After many emails and negative responses saying there was nothing they can do for me even though this was their website that malfunctioned causing the wrong booking they will not refund the reservation amount of $376.46. For the itinerary number H79153346 . I have never had this situation happen in my entire life in booking hotels. I am also very disappointed in the protection plan company canceling my plan and referring me back to hotel planner saying they will resolve my problem in which they never did. Although the cancelation policy states nonrefundable in the uploaded picture it shows the protection plan along with it. This is unacceptable to have a protection plan that does not refund errors made by their own website.Business Response
Date: 03/26/2024
Good Morning Nick,
Thank you for taking the time to provide us with feedback. Please be advised this is rare therefore I have gone ahead and escalated this to my supervisors in hopes of them finding a resolution to your inquiry, once I hear back from them I will update you! If you have any questions or concerns in the meantime please feel free to each out to me personally, my email is **************************************************.
Kindly,
*****************************;
Customer Answer
Date: 03/26/2024
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 as long as proper response time and final solution is made.
Sincerely,
*************************Business Response
Date: 03/26/2024
Good Morning Nick,
Thank you for taking the time to provide us with feedback. Please be advised this is rare therefore I have gone ahead and escalated this to my supervisors in hopes of them finding a resolution to your inquiry, once I hear back from them I will update you! If you have any questions or concerns in the meantime please feel free to each out to me personally, my email is **************************************************.
Kindly,
*****************************;Initial Complaint
Date:03/05/2024
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 made a reservation for the apple tree in from 2/22-2/25 come to find out after inspection of the room it has bed bugs, animal urine on the beds, dirty sheets, trash from guest before under the beds even in the bedding we found dirty socks and a knife was found between one of the beds and box spring. Honestly this place needs to be demolished it's disgusting. I asked the desk clerk to cancel my reservation immediately with a full refund. They said they would refund me right away I found out I had to contact hotelplanner.com it's been the worst experience of my life trying to get my money back. I talked to multiple different people at hotelplanner.com over the course of weeks now. I called the day I placed the reservation trying to get a refund. Every person I talked to said different stuff from I didn't have a reservation, that I did stay (when I didn't), got my email wrong on purpose, lied and said I was refunded (I never was), tried to give me vouchers when I specifically said a million times that I only want REFUND BACK TO MY CARD I PAID WITH. Why would I ever want to deal with this company again and use the vouchers? I absolutely wouldn't and I'm pretty sure anyone who had to deal with what I've gone through would feel that same.Business Response
Date: 03/12/2024
Good Morning *****,
Thank you for your valuable feedback, I'd love to help make you happy! I've searched our system with the information provided but I am having a hard time finding the reservation you'd like assist on. Please provide me with the itinerary number beginning in H for your reservation and I'd be more than happy to further assist you, my email is *********************************** I look forward to hearing back from you!
Kindly,
*********************************
Customer Answer
Date: 03/12/2024
The itinerary is H8008532Customer Answer
Date: 03/12/2024
The itinerary is H8008532Customer Answer
Date: 03/12/2024
I have added the info of the reservation of you need anything else let me know thank you!
**************
********************************************; *******, ** ***** **.
Conf: 706343966
Itin: H8008532
Check In: Feb 22 (3pm-anytime)
Check Out: Feb 25 (11am)
Support: ***************Business Response
Date: 03/14/2024
Hello *****,
Thank you for your patience! I am pleased to inform you that a full refund of $473.73 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, my email is **************************************************
Kindly,
*****************************;
Customer Answer
Date: 03/15/2024
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,
***************************Initial Complaint
Date:03/03/2024
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'm not entirely sure how this business has not been shut down. They pay to have their ads at the top of Googles search, and then pretend to be the hotel that you searched for when, in reality, they are a third-party hotel booking service that vastly overcharges. Upon calling to straighten out the matter, they once again pretended to be the hotel, and hung up when I stated that they were not. Additionally, they refused to issue at least a refund for the value of my room, let alone for the time wasted. Complete and total scam.Business Response
Date: 03/12/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Business Response
Date: 03/21/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;Business Response
Date: 03/26/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,*****************************;
Business Response
Date: 04/04/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;Business Response
Date: 04/04/2024
Good Morning ******,
Thank you for your patience! I am pleased to inform you that a full refund of $261.59 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, my email is **************************************************. We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************Initial Complaint
Date:02/28/2024
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.com lied and said they were the actual Holiday Inn in ****** ** when I booked a night on 12/18/24 for $187.83. When I got to the hotel they said nothing had been booked and charged me $122.30. I called the original phone number back and told them to remove the $187.83 from my credit card. That they had lied, were cheating and stealing from me. I filed a dispute with my bank. As of 2/28/23, there is still a charge of $187.83 on my credit card without resolution. I called them again today and was given the run around and on hold for over 30 minutes, still no resolution. This company lies and is fraudulent. So far I have paid $310.13 for that room and the cost of my time they owe me which is alot. Shut this company down!!!Business Response
Date: 02/28/2024
Hello Virginia,
We apologize for this inconvenience but I'd love to further assist you. Please provide me with information showing the charge that was made at the hotel and I will escalate that information to my supervisor so she can find a resolve this! Please feel free to send the image along with the itinerary number for your reservation to my email, my email is **************************************************.
Kindly,
*********************************
Customer Answer
Date: 02/29/2024
Complaint: 21360933
I am rejecting this response because: *********** already knows what they charged me and have the charge fir $187.83 that should be removed immediately from my credit card. The actual hotel charged $122.30 and this is the correct amount. Hotelplanner.com misrepresented themselves as the Holiday Inn in Hazard ** and are now trying to steal $186.83 from me. I also filed a complaint with my bank.
Sincerely,
***************************Customer Answer
Date: 03/04/2024
I attempted to contact the company at the e-mail they provided and attach both bills to clarify. The e-mail address was not a real address. Made me angry as they are attempting to cheat me in every way they can. This is wrong on so many levelsBusiness Response
Date: 03/07/2024
Hello Virginia,
Thank you for your patience! Please attach the images to a reply through the BBB portal or please feel free to send them to me via email, my email is *******************************************************;
Once I have those attachments I can assure you we will work diligently to resolve your request!
Kindly,
*****************************;
Initial Complaint
Date:02/28/2024
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 2/27/24 on went on to the ****************** website to consider bookng a room for a weekend on July *****. I was considering whether to book so far in advance because I saw the booking was nonrefundable. Hotelplanner popped up and offered a policy that made the room 100% refundable. I paid $1525. This week I was denied my vacation request for that weekend and attempted to process a refund. Instead of work related issues being a covered issue, they are now making the return impossible. This was a complete scam from start to finish. And Im not sure it wasnt a complete phishing scam or fraud.Business Response
Date: 03/07/2024
Hello *****,
I hope this message finds you well. I wanted to reach out and apologize for the delay in getting back to you. Rest assured, our supervisors are working diligently to find a resolution to the matter at hand, as I hear back I will inform you! Thank you for your patience and understanding during this time. We truly appreciate it. If you have any questions or concerns in the meantime, please feel free to reach out to me personally, my email is **************************************************.
Best regards,
*****************************;Business Response
Date: 03/07/2024
Good Afternoon *****,
Thank you for your patience! I am pleased to inform you that a full refund of $1,524.13 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*****************************;
Initial Complaint
Date:02/27/2024
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 called for Residence Inn reservations and was answered by Hotel Planner. I reserved a Red Roof location for $109+$50 residual the woman said. My reservation # is H7975219. I was told if I cancelled, I would be penalized 30%, which I agreed too. I cancelled six hours later and have been sent a travel voucher good until May 2024. I do not travel and have no use for this. I would like a monetary refund for what I am entitled to.Business Response
Date: 03/07/2024
Good Morning ********,
Thank you for taking the time to provide us with feedback. I am pleased to inform you that a full refund of $109.45 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 oersonally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Kindly,
*********************************
Customer Answer
Date: 03/07/2024
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:02/26/2024
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.
Billed me for room. Business staff cancelled room. Business did not reinstate the room. I had to make and pay for room. I want to be reimbursed. Sent me voucher for next reservation through this business I do not want a voucher. Do not want to deal with a business that will not correct their error. I have spent hours dealing with them on the phone as well as numerous emails. Poor business practice!Business Response
Date: 02/27/2024
Hello *****,
Thank you for your valuable feedback, we apologize for this inconvenience but I am happy to say I come bearing good news! I am so pleased to inform you that a full refund of $202.23 has been issued back onto the card used to initially purchase your reservation, please allow 2-10 business days for the refund to visible to you. If you have any further questions or concerns please feel free to reach out to me personally, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!
Sincerely,
*********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.