Complaints

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

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• 

  HotelPlanner.com

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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction date was February 19, 2024.There was a prepaid amount of $2548.43 for reservations at *************************** from April 10, 2024 to April 16, 2024.I called back within a few hours from making my reservation as I had made a mistake on my arrival date and said that I would like to change it to start April 11. I was told by the attendant that he would cancel the reservation and there would be a cancellation fee. I said I don't want to cancel my reservation I just want to change it by one night. He said I have to cancel the entire reservation my response was that doesn't make sense as I still want my reservation and as I just booked a few hours ago that I did feel it unfair to charge me a cancellation fee. At this point, he led me to believe that he would send the request to support and indicated that they might refund me for the one night cancellation fee. When booking and calling to make a change (not cancel) I was led to believe that I was dealing directly with the ***************************. I don't book through third parties. In fact, they were so inefficient with the booking I actually asked am I speaking with the Hotel and was told Yes. This is a total misrepresentation. I only found out I had booked through Expedia when I called *************************** on Wednesday February ********************************************************************************* a Voucher for $2548.43. I was to get a refund for one night so I was very upset. It was the manager at Loews who told me I hadn't booked through them and agreed I was not being treated fairly. I feel I was scammed. Under the circumstance of misrepresentation I feel the $2548.43 should be refunded to me or at the very least charge me the one night cancellation fee as per their policy and refund my credit card for the other 5 nights as per their policy. Tracking number H7993009.

  

  Business Response

  Date: 03/06/2024

  Good Evening, 

  Thank you your patience and for taking the time to provide me with this information! I have escalated this and we are working hard on finding a resolution for this inconvenience, as soon as we have a resolution I will reach out to you! If you have any further questions or concerns in the meantime please feel free to reach out to me personally, my email is **************************************************. 

  Kindly, 
  *********************************

  

  Business Response

  Date: 03/07/2024

  Good Morning *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,888.90 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 question 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,

  *****************************;

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21337121
  
  I am rejecting this response because:  I was notified that the complaint had been settled with the following reply from HotelPlanner:

  
  *********************** (***) (***************) 
  Mar 1, 2024, 3:17?PM EST 
  Dear *****,
   
  This response is related to your reservation for Itinerary # H7993009 .
   
  Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
   
  Sincerely,
  **************** 
  Reservation Support

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

  

  Business Response

  Date: 03/07/2024

  Good Morning *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,888.90 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 question 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:02/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 21, 2024, I decided to book a room for May ***** at the ************ in Arlington, ********. I have stayed at this hotel before, but I did not remember the number, so I Googled it. I clicked on a website that purported to be (or at least appeared to be) the actual website for the actual hotel. At 12:22 PT, I called the number on the website so that I could speak to the desk clerk at the hotel to check on government, veteran, or senior discount. The person who answered allowed me to believe that I was actually speaking to the clerk at the actual hotel. He offered me a discount and transferred me to a robot to give my credit card information. I booked the room for five nights for $1,460.40. Itinerary No. H8004905; Confirmation No. ********. I know that the Westin allows you to cancel the reservation anytime before the close of business the following day. The morning after making the reservation, I found out that the dates I requested are incorrect and that I must cancel the trip. I looked up the hotel number again and called the desk, but they had no information about my reservation. At 1:10 PT on Feb. 22, I then called the number on the confirmation email and found out for the first time that I was dealing with a third party vendor. After some detective work I found out the third party is HotelPlanner.com. The agent told me I could not cancel my reservation for a refund because it was one hour past their 24 hour cancellation period. Westin allows cancellation until the end of the day after the reservation is made. I believe HotelPlanner fraudulently held themselves out to be Westin. The practice is deceptive. I'd like a full refund.

  

  Business Response

  Date: 02/23/2024

  Hello *******, 

  Thank you for taking the time to provide us with feedback, we can assure you this is rare but I do have good news! I am pleased to inform you that a full refund of $ 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 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:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 2/20/24 I called what I believed was the Embassy Suites reservation desk. Instead I was answered by this company. They lead me to believe I was speaking directly to Hilton reservations. I specifically requested a reservation that was cancel able. I was assured that I could cancel for a full refund anytime up until 48 hours prior to checkin. When I received the confirmation, it was not cancel able and non refundable. I immediately called back and after numerous tries was able to speak to someone who assured me that they would cancel the reservations with a full refund. My reservations have not been cancelled and I have received no refund. The itinerary numbers are H7999233 H7999306 H7999505 I have begun a fraud investigation through my credit card company which is ************ Any help you can provide is greatly appreciated. Thank you

  Customer Answer

  Date: 02/22/2024

  Now they are sending me vouchers for the cancelled rooms. When i booked they told me that i could cancel with no penalty. Now they are saying that the room was prepaid with no refund and have sent me two vouchers instead of the full refund. I would never feel comfortable booking anything through this company and would not have booked through them ro begin with if i had known it was a third  party

  

  Business Response

  Date: 03/06/2024

  Hello Cyd, 

  Thank you for your patience, we greatly appreciate it. I am pleased to inform you that we have issued full refunds for all three of your reservations, the refunds will be issued back onto the cards used to initially purchase the reservations and will be visible to you in 2-10 business days! If you have any further questions or concerns please feel free to reach out to me and I'd be more than happy to further assist you, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Kindly, 

  *****************************;

  Customer Answer

  Date: 03/07/2024

  Case was finally resolved and all monies from reservations has been refunded. 
  thank you for your help

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation in early February for the Ritz ******* in *************. To re-confirm my reservation with the property, I called what I believed was the Ritz ******* reservation line on February 14th, 2024 *************). The woman on the phone presented herself as a customer service rep with *******************. When I inquired about my original reservation, the woman explained to me that there was no reservation under my name, but I could book one through her. She assured me that I could cancel the reservation up until a week before date of my stay ( which was March 8th through 10th.) Panicked, I requested she make the reservation. I was charged immediately for the stay - $3917.28. Later that day, I received a confirmation email from ******** that my original booking was in fact made. I immediately cancelled second duplicative booking and submitted a help support ticket to confirm that I would be refunded the cost of the trip in-full. On February 16th, I received an email response from "***************************. (Lodging Support)" that I could not be refunded, but I would a receive a *credit* for the full amount toward a future stay. At this point I was still under the impression I was corresponding with Ritz *******. I then received a notice from the ***************** (a company I never knew I was doing business with) notifying me that that I world receive a voucher for the cost of my stay. I misled to believe that I was corresponding with *******************, NOT a third party. I was also misled by Hotel Planner that my original booking had not, in fact, been made. Most importantly, I demand an immediate, full refund of my money to my credit card - not a voucher.

  

  Business Response

  Date: 02/29/2024

  Hello ****, 

  Thank you for your patience. I am pleased to inform you that a full refund of $3,486.38 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:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted what I believe to be a direct line to the **************** on February 13. The agent ****** answered the phone and identified herself as the **************** reservation department, not as HotelPlanners. The agent placed the reservation for a total of $222.38. She told me that included in that charge was a $17 cancellation guarantee and that I could cancel the reservation at any time up until February 22. I called on February 18 to cancel and the agent said they would cancel the reservation and would send me an email to submit for the refund. The email I received was from a third party vendor. The vendor only recognizes cancellations for specific circumstances, none of which were explained to me when I made the reservation. I am now trying to get my money back as the reservation has been canceled with the hotel and I am getting the runaround. They are telling me I cant get a refund without submitting the form but none of the reasons on the form, which require documentation, apply. I tried to talk with a supervisor and they told me they could not connect me with a supervisor. HotelPlanners misrepresented themselves as the hotel, and did not give me any details of the cancellation policy. I would just like the full amount of $222.38 credited to credit card.

  

  Business Response

  Date: 02/20/2024

  Greetings ******, 

  We apologize for this inconvenience but I have good news! I am pleased to inform you that a full refund of $204.96 has been issued back onto the card used to initially purchase your booking, 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 and I'd be more than happy to further assist you with any inquires, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review! 

  Kindly, 

  *****************************;

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb. 15th 5:44 (est) booked by accident a reservation for the 1st of april to the 6th of april 2024 for the Homewood suites hotel in **************, **. I called the company at 5:47 est (I have a phone record of this) to cancel the reservation because it was booked by accident. They canceled my reservation and because it had a no cancelation policy they have not refunded the money. They said it went to an escalation desk but I have received no confirmation of this and I am unable (according to them) to contact the escalation desk until I receive an email. I have not received an email. They have $2231.45 of my money My itinerary number is: H7976899

  

  Business Response

  Date: 02/22/2024

  Hello ****, 

  Thank you for your patience and for taking the time to provide us with feedback! I am so pleased to inform you that a refund of $ has been issued back onto the card used to initially purchase your booking, 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, my email is *********************************** We would greatly appreciate it if you took the time tor rescore this review!

  Thank you in advance, 

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

  

  Business Response

  Date: 02/22/2024

  Hello ****,

  Thank you for your patience and for taking the time to provide us with feedback! I am so pleased to inform you that a refund of $2,173.43 has been issued back onto the card used to initially purchase your booking, 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, my email is *********************************** We would greatly appreciate it if you took the time tor rescore this review!

  Thank you in advance,

  *****************************;

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  good day I would like to file a complaint against hotelplanners.com, on 11/30/23 i made a reservation. itinerary number H7681027 ,for ************************* all Inclusive. for 7 nights for 4 people in a Eco Family Superior room in the amount of ******* . on roughly Jan 18 i was inquiring about adding an additional room only to find out my original reservation had been cancelled back on the 1st of December. with no refund . spoke with I believe his name was ***** who said i needed to ask them to process a claim to refund and in need of a room asked if they knew if they had a reason for the cancellation and perhaps a different type of room i could rebook. was told all rooms had been sold out was told process to see refund could take up to 2 to 10 days, called on the 26 of Jan to check on the status of refund to be told it could take up to 2 to 10 days, called back again on the 31 of Jan 24 to be told that they had just now processed my refund and that it could take 2 to 10 days to see back in my account. Feb 03 finally got the majority of refund back in the amount of ******* called and said i needed a full refund since hotelplanners and /or sandos cancelled my reservation . I would expect a full refund and repayment due to late fees and service charges now incurred on my account for a non payment due to no funds available to pay on the 1 of Feb.

  

  Business Response

  Date: 02/22/2024

  Hello ****,

  Thank you for your patience and for taking the time to provide us with feedback, I am pleased to inform you that a full refund of $3,766.99 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Thank you in advance, 

  *****************************;

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed a complaint with BBB for the reservation that we booked with this company. I have been told I would get a refund and it has yet to happen. This company leads you on and doesnt resolve any of the mistakes they have made. I am still out $151.00 due to their incompetence and unwillingness to correct the situation. I have two different email conversations with this company with one saying they will correct it and I will be refunded in 10 days. (11 days ago) and another email chain stating they are reviewing it and will be back in touch. This is the most unprofessional company and should not be able to take peoples money

  

  Business Response

  Date: 02/15/2024

  Good Morning Kayla, 

  Thank you for taking the time to provide us with feedback! When I look up your name in our system to find your reservation I am seeing a few reservations show up but none matching the details you described above. Please provide me with the itinerary number for the reservation you'd like assistance on and I'd be more than happy to further assist you. Please send the itinerary number along with your first and last name to my email, my email is **************************************************.

  Kindly, 

  *****************************;

  Customer Answer

  Date: 02/15/2024

  My fianc had to pay this when we got there and waited over an hour due to their ( hotelplanner.com) credit card being declined 

  Customer Answer

  Date: 02/15/2024

  H7897202

  

  Business Response

  Date: 02/27/2024

  Good Morning Kayla, 

  Thank you your patience and for taking the time to provide me with this information, it was exactly what I needed! I have escalated this to my supervisor and she is working hard on finding a resolution for this inconvenience, as soon as she has a resolution I will reach out to you! If you have any further questions or concerns in the meantime please feel free to reach out to me personally, my email is **********************************************************. 

  Kindly, 

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

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21292228
  
  I am rejecting this response because:
  I have still not received my refund like I was promised by hotel planner. And I feel they are stringing me along. I have not heard anything back from them after the last email. I am still out my $151.00 and I dont think its fair I have to continue to wait on my refund. Especially its because their virtual credit card was declined 
  Sincerely,
  
  ***********************

  

  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, I have reached out asked for an update and as soon 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

  Hi *****,

  Thank you for your patience! I am pleased to inform you that a full refund of $151.00 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: 03/07/2024

  
  

  Hi ******

  Thank you for your patience! I am pleased to inform you that a full refund of $151.00 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:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/08/24, my mother, who is in her late 60s, tried to call ************* in Brooklyn to book hotel rooms. The individual who answered the phone IDENTIFIED THEMSELVES as ************* in Brooklyn. She then proceeded to book three rooms at an exorbitant rate, but she assumed, because it was a *** hotel, that the high cost was normal. They also asked her, because of her age, if she was an AARP member, and claimed to be offering her an AARP discount! She was also told, at the end of the call, that she could not get a refund (she was NOT offered refund protection). We then discovered a few days later, after calling the ********* about adding another night to the reservation, that the individual she reserved the room with was NOT AN EMPLOYEE of the *********, but an employee of a third party! Only upon further investigation were we able to uncover that it was HotelPlanner.com. We also learned that they had charged her more than double what the room was going for, with over $200(!!) in taxes and fees, which is more than DOUBLE the actual taxes and fees rate. Making matters worse, the confirmation email stated that she was offered refund protection, which is a blatant lie! They never offered her the option of adding refund protection, they only told her that no refund was possible. I then spoke to a customer service rep for ********************** this morning, *******. He informed me that because the booking was "nonrefundable" the best he could do was cancel the hotel rooms and submit a refund request, which was "not guaranteed," which would mean that, if the refund request was denied, we'd have no hotels room AND be out nearly $2000. I asked repeatedly to speak to someone in the refund department and he said he "was not allowed" to transfer me to anyone else. Because this company blatantly misrepresented themselves AS the ********* in Brooklyn and lied about offering my mother refund protection (in addition to taking advantage of her age), we are demanding a full refund.

  

  Business Response

  Date: 02/15/2024

  Hello *****,

  I'd be delighted to help make this right! I've searched our system with the first and last name, the email, and the phone number provided but since the reservation may be have been booking with different information I am having a hard time pinpointing the reservation you'd like assistance on. Please provide me with the itinerary number for the reservation you'd like assistance on and I'd be more than happy to further assist you, my email is ******************************************************************.

  Kindly, 

  *****************************;

  Customer Answer

  Date: 02/15/2024

  The itinerary number is H7946566.

  

  Business Response

  Date: 02/21/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $ has been issued back onto the card used to initially purchase your reservation due to the inconvenience, please allow **** 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 and I'd be more than happy to further assist you, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Thank you in advance, 

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

  

  Business Response

  Date: 02/21/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a refund of $451 has been issued back onto the card used to initially purchase your reservation due to the inconvenience, please allow **** 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 and I'd be more than happy to further assist you, my email is ******************************************************************. We would greatly appreciate it if you took the time to rescore this review!

  Thank you in advance,
  *********************************

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21292034
  
  I am rejecting this response because:

  A $451 refund is patently insufficient - we requested, and continue to demand, a full refund (and reservation cancellation) for the $1830.42 that you fraudulently charged my mother under the guise of working for ************** This was not a matter of inconvenience, and frankly, I'm shocked that you are identifying it as such. This was a matter of blatant misrepresentation on the part of your company. Your employee identified themselves as ************* in Brooklyn and charged my mother almost double what the rooms are actually going for, not to mention told her that she was getting a discounted rate for being an AARP member! I will not be rescoring anything until we get the full refund we request. I will continue to pursue this matter through the Better Business Bureau and all other available avenues until this is resolved. We request that this be responded to in a timely manner.

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

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are 80/72yo in ** due to health. Feb 8-5:30pm, searching online for a 7nt stay at beach for under $1500. Found an ad for Best Western **************** Hotel and Suites. The total cost for the stay from Feb 9 16, incl tax and fees was $1471.13. I tried to book reservation online but site wouldnt accept my CC and directed me to contact the property. I called BW ************. The employee gave me another number ************. Unbeknownst, this was a different company (Hotelplanner) other than who I first called (BW). This person pressured me to continue the reservation with him. He insisted this was the last room and it would sell out fast and he would have to charge me $2241.81 because of the high demand. He would not stop pressuring as I attempted to ask questions and was extremely persistent and convincing as he manipulated me into agreeing to the reservation. He asked me to enter my CC# and exp.# by punching it into the keypad. Then he asked me to tell him my security code. At BW the next day, I asked what the cost would be for 7nts. She told me $1471.13 incl tax. She said that I booked through a third party and would have to get the price from them and refused to provide any documentation. After a couple of days, I became suspicious. When I checked my CC acct, they had charged me $2241.81 instead of the $1471.13. I contacted my son telling him what was happening. He called BW reservations and was told a similar cost to what I was first told. He then called Hotelplanner and spoke to ***** requesting that he explain why we were charged $770.68 more. They wouldnt provide info but agreed to escalate the matter. He then asked about canceling the remainder of the reservation and was told the cancelation policy did not allow for a refund. He asked to escalate that to the supervisor. No one has contacted us. I feel we have been lied to and taken advantage of because of our age and we are requesting a full refund from Hotelplanner.

  

  Business Response

  Date: 02/22/2024

  Good Morning *******, 

  Thank you for your patience and for taking the time to provide us with feedback. I have searched our system with the full name, email, and phone number provided but I am having a hard time finding your reservation due to the fact that it might have been booked under different information. Please provide me with the itinerary number for the reservation you'd like assistance on and I'd be more than happy to further assist you with this inquiry, my email is *********************************** I look forward to hearing back from you!

  Kindly, 

  *****************************;

  Customer Answer

  Date: 02/22/2024

  The itinerary number is:

  H7945981

  

  Business Response

  Date: 02/29/2024

  Good Morning *******, 

  Thank you for your patience and for taking the time to provide us with feedback. I have searched our system with the full name, email, and phone number provided but I am having a hard time finding your reservation due to the fact that it might have been booked under different information. Please provide me with the itinerary number for the reservation you'd like assistance on and I'd be more than happy to further assist you with this inquiry, my email is **************************************************. I look forward to hearing back from you!

  
  Kindly, 
  *****************************;