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:02/13/2024

  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.

  On February 9, 2024, I called what I thought was the Comfort Inn in ****** NE. When I got the "reservations desk" I asked if I was speaking to someone at the Comfort Inn in ******. I was told "yes". I made the reservation that I needed for February 10 with a military discount. The price I was quoted was $130 something (134.??, 137.??, or 139.??) I was told that was the best price available for the night. With that as a total, I gave my debit card information that was supposed to be just to hold the room until I arrived, I could then pay however. On the 10th, I received a text message from what appeared to be the Comfort Inn stating "we are looking forward to your arrival" and another that appeared to be from the comfort Inn with check -in information. When I arrived, I supplied the desk clerk with my military ID, she asked for the card I made the reservation with to check credentials but assured me I wouldn't be charged until morning. The screen read $120.00 at that time. Later in the evening, I began receiving text messages saying that I should go to a website to view my receipt. When I did, the *********** charged was ******. I called the hotel and was told it must be a mistake, just disregard. The next morning when I went to check out, I was told oh, it looks like you must have booked through a third party. There is nothing we can do. That happens pretty often and it's just too bad. I took me quite a while to figure out who I was dealing with, Hotelshelp.com, Reservationsupport.com, and finally found my way to Hotelplanner.com by calling ************* customer relations. I have not had any luck talking to anyone. I even tried calling one number to see if I could make another "reservation". They had caller ID that led them to me because the woman who answered immediately stated "you already have a reservation" This was Monday after my stay at Comfort Inn. I didn't get a chance to see what else might happen, the line was then disconnected.

  

  Business Response

  Date: 02/27/2024

  Good Morning ******, 

  Thank you for your patience, I'd love to help you with this request. I have escalated this to my supervisors and they will work hard to find a resolution to your inquiry, as soon as I hear back from them I will update you! If you have any further questions or concerns please feel free to reach out to me personally, my email is **************************************************.

  Kindly, 

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

  

  Business Response

  Date: 02/27/2024

  Good Morning ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $98.37 has been issued back onto the card used to initially purchase your reservation to cover the difference, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concern's 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: 02/27/2024

  Good Morning ******, 

  Thank you for your patience! I am pleased to inform you that a refund of $98.37 has been issued back onto the card used to initially purchase your reservation to cover the difference, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concern's 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: 03/05/2024

   
  Complaint: 21287311
  
  I am rejecting this response because: A partial refund does not dismiss the fact that someone lied to me to get money, impersonating hotel personnel to obtain payment that I believed was going to another company.  This was FRAUD, pure and simple.  They also made every attempt to make it look like the hotel was charging me.  My bank still believes that the money went to the hotel the way the charges went through.  I had to spend two days investigating this and chasing down other victims of this scam.  I also had to pay for a new debit card because I had to report mine as stolen after the charge popped up and it wasn't from the hotel where I stayed. This "company" has a history of defrauding people and getting away with it. It is time for this to stop. I DID NOT authorize any payment whatsoever to Hotel Helper, Comfort Lodging, or whatever they are calling themselves for the purpose of this dispute. I want the rest of my money back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/11/2024

  Type:Sales and Advertising 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.

  This company posed as the best western hotel. When called the reservations desk they claimed to be the best western then said they had no rooms available, but could squeeze me in at their sister hotel the quality inn. The man proceeded to reserve a room for me, then significantly overcharged me ($170 per night at a hotel normally $90). When I tried to cancel, he said that it was the cheapest rate and I was out of the cancellation window. The confirmation email sent was clearly from a third party vendor. Ive been trying to cancel and get a refund but am getting the run around.

  

  Business Response

  Date: 02/13/2024

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $173.19 has been issued ack onto the card used to initially purchase your booking, please allow **** business day 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: 02/13/2024

   
  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:02/10/2024

  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.

  My total was $701.80. I had a voucher for $230.88. I paid a total of $470.92 to Hotel Planner.Reservation was 2 rooms on February 3-5, **** at ************************* in *********, **.I arrived to check in and the clerk at Green ****** advised me that the 3rd party had canceled one of my rooms. She even spoke on my phone via speaker, to the representative for Hotel Planner and they denied canceling the second room. She confirmed that it was indeed canceled on the 3rd party's end and she could not reinstate the second room. ******* for Hotel Planner disputed it and said it was not canceled on their end. I was stuck in the middle. She asked him to release the second room. He did not. I had to pay for a second room, thousands of miles from home, just getting off an airplane. We were exhausted. HOTEL PLANNER OWES ME $320.90 because I did not receive but one room from them. I NEED MY MONEY BACK CREDITED TO MY CREDIT CARD. They are so wrong for how they did me. And I've done business with them before when we had another trip. I want a refund for the other room they canceled. ****** from Green ****** confirmed their cancellation on the phone. I've spoken with Green ****** more than *********** Planner did not respond to my email since February 4, ****. PAY ME MY $320.90 difference back! *********

  

  Business Response

  Date: 02/21/2024

  Greetings *********, 

  Thank you for your patience! I am pleased to inform you that a voucher for $350.90 has been issued, the voucher was sent to your email along with instrcutions on how to use it. If you have any further questions or concerns please feel free tor each out to me, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Thank you in advance,

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

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  Good morning. This is ***********************************. I received the refund from the company Hotel Planner. 

  Ive learned my lesson.  I will not book though them any more. They canceled one of my rooms and we were all the way in ****** having to come up with other funds on the spot for something we had already paid them for and it was a horrible experience. 

  Thank you for reaching out to them and yes, this completes our process. I do not need to talk to Hotel Planner anymore.
  

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

• Initial Complaint

  Date:02/09/2024

  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 booked a hotel room at *** on behalf of my daughter on 1/16/2024 due to incliment weather at *** where all flights became cancelled. The booking was for the ********* in a charge of $477.76 under the name *************************. After booking, she told me she would ride it out at the airport so I immediately called and was told the reservation was indeed cancelled and they would refund me the deposit. I received a text from this company that I have a voucher for that amount under Itinerary H7846313 to be used. There was no voucher attached, just a link to book? I want a refund to the original card that was used for the total amount. I have called ***** directly and they are saying they don't show the charge but my ********** ending in 5970 is still showing a charge with no reversal.

  

  Business Response

  Date: 02/13/2024

  Hello ****, 

  Thank you for your patience. I am pleased to inform you that a full refund of $477.76 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 to rescore this review!

  Thank you in advance,

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

  

  Business Response

  Date: 02/20/2024

  Hello ****, 

  
  Thank you for your patience. I am pleased to inform you that a full refund of $477.76 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 to rescore this review!

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

  

  Business Response

  Date: 02/22/2024

  Hello ****, 

  
  Thank you for your patience. I am pleased to inform you that a full refund of $477.76 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 to rescore this review!

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

• Initial Complaint

  Date:02/08/2024

  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 1-29-24 at approximately 7:07 pm I placed a call to reserve rooms in ********* for a few coworkers and I. I used my associates credit card ************************* as she had volunteered to pay for this trip. I spoke with a **** from there booking department after several options where discussed and After listening to her take other calls and being told to hold while she was talking on the other line with her boyfriend or whoever (yes I could hear there conversation for like 3 or 4 minutes) She finally came back with a conformation of 4 rooms for 3 nights of 2 queens for $3446.03. I then asked when the cancelation date was and I was told that yes we could cancel up to 2/22/24, the day we are suppose to arrive. After being on hold and waiting for her to call me back finally around 8:30 pm she told me I would receive an email conformation. When I opened the email, it was for $4668.20. $1222.17 more money than she had told me on the phone and it showed a no cancellation policy. I immediately called back to try and rectify the situation. I spoke with a ******* and was told he would submit this call and have someone review it as all calls are recorded and promised me I would be contacted in 2 -10 days. I am extremely frustrated and disappointed that I was lied too. They also spelled my associates name wrong I have emailed and called several times and asked to speak with a manager and I get no where. I did get an email on Feb 6 stating that they where reviewing my request. I feel this is just an email to push it along closer to the reservation day and force me into something. it has now been *******************************************************************************

  

  Business Response

  Date: 02/09/2024

  Greetings ****,

  We appreciate the time spent to provide us with feedback! I can assure you this is a rare case, and after taking a deeper look into your reservation I see our agents are working hard on finding a resolution to your inquiry. As soon as I have an update I will reach out to you, but if you have any further questions or concerns in the meantime please feel free to reach out to me, my email is **************************************************.

  Kindly,

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

  

  Business Response

  Date: 02/20/2024

  Greetings ****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $4,668.20 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review.

  Kindly, 

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

  

  Business Response

  Date: 02/22/2024

  
  

  Greetings ****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $4,668.20 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, my email is *********************************** We would greatly appreciate it if you took the time to rescore this review.

  Kindly, 

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

• Initial Complaint

  Date:02/07/2024

  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.

  Reservation made on January 22. There was miscommunication and we canceled the same day. We were told wed get a full refund if its cleared with the **************** cleared it. But hotelplanner issued a voucher NOT a full refund. Weve called several times over the past 3 weeks to try to clear this up. Every time were told well receive an email confirmation and that theyll submit a ticket and we never receive a call back. They are holding onto our money that is not legally theirs. We are about to contact a lawyer to get our money back.

  

  Business Response

  Date: 02/08/2024

  Greetings,

  thank you for taking the time to provide us with feedback. I have searched your system with the name provided, your email, and your phone number but I am having a hard time pinpointing the reservation you'd like assistance 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! Please send the itinerary number along with your full name to my email, my email is *********************************** I look forward to hearing from you!

  Kindly, 

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

  Customer Answer

  Date: 02/08/2024

  The reservation number was 

  Itinerary Number:  H7876232

  my husband ***** cancelled the reservation on the same day he made it after he realized the miscommunications and deception of this company (hotelplanner.com) 

   

  Customer Answer

  Date: 02/10/2024

  Itinerary Number:  H7876232
  my husband (***) cancelled the reservation on the same day he made it after he realized the miscommunications and deception of this company (hotelplanner.com) 

  

  Business Response

  Date: 02/13/2024

  Hello *****,
  
  Thank you for your patience! I am pleased to inform you that a full refund of $588.38 has been issued back onto the card used to initially our chase your booking,please allow 2-10 business days for the refund to be visible to you. If you have any further questions, please feel free to reach back out to me! We would greatly appreciate it if you took the time to rescore your review! 

  Kindly, 

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

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

  

  Business Response

  Date: 02/20/2024

  Hello *****,
  
  Thank you for your patience! I am pleased to inform you that a full refund of $588.38 has been issued back onto the card used to initially our chase your booking, please allow 2-10 business days for the refund to be visible to you. If you have any further questions, please feel free to reach back out to me! We would greatly appreciate it if you took the time to rescore your review! 
  

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

  

  Business Response

  Date: 02/20/2024

  Hello *****,
  
  Thank you for your patience! I am pleased to inform you that a full refund of $588.38 has been issued back onto the card used to initially our chase your booking, please allow 2-10 business days for the refund to be visible to you. If you have any further questions, please feel free to reach back out to me! We would greatly appreciate it if you took the time to rescore your review! 
  

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

  

  Business Response

  Date: 02/22/2024

  
  

  Hello *****,
  
  Thank you for your patience! I am pleased to inform you that a full refund of $588.38 has been issued back onto the card used to initially our chase your booking, please allow 2-10 business days for the refund to be visible to you. If you have any further questions, please feel free to reach back out to me! We would greatly appreciate it if you took the time to rescore your review! 
  

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

• Initial Complaint

  Date:02/06/2024

  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 January 26, 2024 I made a reservation for a hotel room. I thought I was making it directly through ************* website, but somehow it went through Hotelplanner.com. The resv # H7895295 was confirmed to me by email. On February 2 at approximately 10:00pm I tried to check in to the hotel, but was informed that the booking company's virtual credit card had been declined. The hotel had a note that a representative from hotelplanner.com had called the hotel around 5:00pm that day and was told the card was declined, the representative told the hotel a supervisor would call back and take care of it. So, 5 hours later, no one from hotelplanner.com had called the hotel to rectify the situation.I then called the company, and was told the same, that a supervisor would call with a different payment method. But that did not happen. I called 3-4 more times over the next hour or so, and was given the same run around, until I told the representative that I felt they were committing fraud by taking my money, but making no effort to pay the hotel for the room. Finally a "supervisor" named ******** believe, got on the line. He reluctantly agreed to cancel my reservation and refund my money in 2-10 days. He never offered a solution or apology to their problem. I think this company is scamming customers, and I will be luck to have my money refunded.

  

  Business Response

  Date: 02/09/2024

  Greetings,

  Thank you for taking the time to provide us with feedback! I can assure you this is a rare case, and after taking a deeper look into your reservation I see our agents are working hard on finding a resolution to your inquiry. As soon as I have an update I will reach out to you, but if you have any further questions or concerns in the meantime please feel free to reach out to me, my email is **********************************

  
  

  

  Business Response

  Date: 02/20/2024

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $289.72 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 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, 

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

  

  Business Response

  Date: 02/22/2024

  Hello *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $289.72 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 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, 

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

• Initial Complaint

  Date:02/04/2024

  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.

  1/19/2024. Phoned Days Inn in ************* to inquire about room availability for the night. Was told by ****** no availability however a room was available at another hotel close by. Was asked if I wanted her to call hotel to confirm. I replied yes. I thought I was talking to Days Inn. ****** came back and said she could make the reservation on behalf of the hotel. We needed a room for the night due to server ice/snow storm. We had no electricity and no idea when PGE could restore. Was told, after giving her credit card #, etc. she informed me it was Travel Lodge in Woodville with a restaurant/bar connected to hotel. Confirmtion #*********. Once we arrived had concerns about condition of hotel however was eager to get warm and something to eat. Once we received the room card key we parked around the side of hotel. Once we entered the hallway smelled like cig smoke, urine, and mildew. Upon entering room even worse condition. Window cracked, heater bent up and making loud noises. Carpet, curtains, bedding very old and dirty. Bathroom no molding around floor, shower didn't work. Phone on table but buttons had been removed and no dial tone. While going to front desk to check out, heard dogs barking, kids crying, people yelling. We realized this hotel was a halfway home for homeless subsidized by the state. We told front desk that we were checking out and going next door to restaurant to eat. Was told reservations were made by a 3rd party so we had to contact them, and restaurant had been closed to the past 3 years. We drove 2 hours in storm to get daughters to stay. Disputed charge with bank. Contact 3rd party - ************. Was told this room was nonrefundable. Offering us a voucher to stay at one of their hotels.

  

  Business Response

  Date: 02/06/2024

  - Good Morning ****,

  Thank you for taking the time to provide us with feedback. I've taken a deeper look into your reservation under the number H7866317 and I am pleased to inform you that a full refund of $140.84 has been issued back onto the card used to originally purchase your booking. Please allow **** business days for the refund to be visible to you and 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!

  Kindly, 

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

  Customer Answer

  Date: 02/06/2024

   
  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:02/02/2024

  Type:Service or Repair 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.

  I called what I thought was ********************** and spoke to someone who represented that they were **********************. I requested to book a room as part of a group booking and was told that they did not have the group booking on file but I could book and it could be added later. I have just spoken to the hotel and they have confirmed that I booked through a third party and my room was not part of the group booking. When I tried to cancel my booking with *************, I was told there would be a 50% cancellation fee. Given that ************ misrepresents themselves as the actual hotel, I would like a full refund of the reservation. The booking is still 8 weeks out at the time of writing this.

  

  Business Response

  Date: 02/02/2024

  Good Afternoon ******, 

  Thank you for taking the time to provide us with feedback. I am pleased to inform you that after taking a look at your reservation I see that a full refund of $748.44 has been issued, 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!

  Kindly, 

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

  Customer Answer

  Date: 02/05/2024

   
  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:02/01/2024

  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 booked a room with Htel ************************ in ******** via HotelPlanner.com on January 23 2023. The reservation number for this booking is H7884348, check in 27th January 2023, checkout 28th January 2023.The room type I booked was Standard Room, King or Two Doubles. And on that day, I went for check in. The hotel reception checked me in, and when I went in to the room , room 307, it was a room with only One Double bed. So I was very confused why the room I get was downgraded without notice and the reception did not mentioned about this. I paid extra just so I can get either King or Two double room. So I called hotelPlanner to confirm my booking and the agent mentioned what this booking means - I will be getting a standard room with either one King *** or Two Double ***. So I went to the reception to discuss this matter, the manager was very rude and mentioned they have no other room available , they couldn't give me the room of my booking. This is very upsetting because I paid extra for it. And why would hotelPlanner make this room type available for booking if it's not available at the first place? I called 3 times to speak with hotelPlanner agent, the last agent that I talked to on February 1st, just cut off my phone in the middle of our conversation because she got upset. I paid for the product listed in the website but ***************** and hotelPlanner did not deliver the product as they promised. They do not want to issue compensation or even just the price difference of this room. It's a complete scam, this site basically took my money, I paid extra for a better option, but they deliver the cheaper option and do not issue refund as their reason is your booking is non-refundable. Let me put this in a metaphor for better understanding of what happen - I paid for iphone 15 but this site/hotel provide me iphone 14 and their reason is iphone 15 is out of stock, without telling me and refused to refund or compensate me.

  

  Business Response

  Date: 02/02/2024

   Hello ***************,

  We appreciate the time spent providing us with feedback. I can assure you this is a rare case and I'd love to help! I have escalated this to my supervisor and she will work hard on finding a resoultion for your inquiry, once I hear back I will update 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 ***********************************

  
  

  

  Business Response

  Date: 02/13/2024

  Hello ***************,

  Thank you for your patience, I am pleased to inform you we had a chance to review your reservation. After taking a deeper look we see there was no extra charge to your card, this was booked online for one adult in the room, in the special requests 2 beds was added but the occupancy was not adjusted to reflect the appropriate inventory. 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 your review!

  Kindly, 

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

  

  Business Response

  Date: 02/13/2024

  
  

  Hello ***************,

  Thank you for your patience, I am pleased to inform you we had a chance to review your reservation. After taking a deeper look we see there was no extra charge to your card, this was booked online for one adult in the room, in the special requests 2 beds was added but the occupancy was not adjusted to reflect the appropriate inventory. 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 your review!

  Kindly, 

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

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21234391
  
  I am rejecting this response because:
  Please take a look at the room type I booked.  It mentioned I will be getting either a king *** or two double. But the room I got is one double ***. 

  At the time of my booking , this room type standard room with a king *** or two double *** cost more than one double *** room. Please check your database for that day.

  You mentioned occupancy doesnt reflect for two double ***. But I paid for king or two double. Since my occupancy is 1, then you can only give me one double *** although I paid for king *** or two double *** room type . Then why does your website charge different rate for room type with the same occupancy ? This is because the room type is different / room size is different. Is it not ? 
  

  Ill put my case in this scenario so you can understand the full picture of your explanation .
  For example, if I pay for a room with 4 ***s, with occupancy of 1. It cost $250 and I paid for $250.  And when I check in you see that the occupancy of 1, you check me in with 1 ***, and this 1 *** room type cost $50. Tell me why should I paid the extra $150 if youre gonna check me in with 1 *** because occupancy of 1? I paid extra because I wanted 4 ***s. Your company took the money and you should just deliver 4 ***s. But your company just check me in for 1 ***, so pay me back the 150. This is just an example to illustrate the problem here. Do you understand it what is happening now ?

  From your reply,  youre saying Im getting the room type I paid for and I didnt get charge extra because my occupancy is 1? Please revise your explaination, it doesnt make sense.

  The issue right now is I paid  for room type of (king or two double *** ), and you checked me in for room type of one double. At the time of my booking , king or two double room type cost more than one double room type.  So you took the money for the price difference but delivered a room that is the cheaper version.

  Please refer to those screenshots, the proofs are there. If occupancy is the problem of not delivering my booked room type, then why you charge extra for my room type at the time of my booking ? I wouldnt have book it if I know your company will always just gonna get deliver ONE double *** room for occupancy of 1.  

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

  

  Business Response

  Date: 02/21/2024

  Hello ***************,

  Thank you for your patience, I am pleased to inform you we had a chance to review your reservation. After taking a deeper look we see there was no extra charge to your card, this was booked online for one adult in the room, in the special requests 2 beds was added but the occupancy was not adjusted to reflect the appropriate inventory. 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 your review!
  

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

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21234391
  
  I am rejecting this response because:

  My reservation explicitly stated that I would be provided with either a king *** or two double ***s, yet the reality was a ***** contrast - a room furnished with only one double ***. To exacerbate matters, upon cross-checking, I found that the room type I selected, a standard room with a king *** or two double ***s, commanded a higher price than a room with just one double *** on the day of my reservation.
  I implore you to thoroughly review your records for the specific day of my reservation to validate this egregious oversight. Your response, mentioning that the occupancy setting does not account for the availability of a room with two double ***s, is both disconcerting and unacceptable. I wish to emphasize that I paid for the flexibility of receiving either a king *** or two double ***s, and your confirmation of my reservation reflects this commitment.
  It is inconceivable that, upon check-in, my solo occupancy is used as an excuse to renege on the room type I paid for. If the intention was to provide me with only one double *** due to my solo occupancy, your company should have charged me accordingly. However, the exorbitant charge for a king/two double room followed by an excuse based on occupancy during room allocation is nothing short of preposterous.
  To illustrate the absurdity of this situation, consider the analogy of booking a room with four ***s for $250, only to be assigned a room with one *** costing $50 due to solo occupancy upon check-in. Charging extra for a specific room type and then delivering a less expensive alternative based on occupancy, especially when the room type's pricing is inherently different, is utterly unreasonable.
  Attached to our previous conversations are screenshots providing a visual representation of the details of my booking and the evident discrepancy. I hope these visuals underscore the urgency and gravity of this matter.
  I sincerely hope for a prompt and thorough review of this situation. A fair resolution is imperative to salvage what has been an extremely disappointing experience. I trust you understand the gravity of the situation and will take appropriate measures to rectify this matter promptly.

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

  

  Business Response

  Date: 03/07/2024

  Hello,

  Thank you for your patience! Upon taking a look into your reservation I see that  there was no extra charge to your card, this was booked online for one adult in the room, in the special requests 2 beds was added but the occupancy was not adjusted to reflect the appropriate inventory. I do see that you feel this is not satisfactory, therefore I will go ahead and escalate this to my supervisor in hopes of her finding a resolution to your inquiry! 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: 03/07/2024

   
  Complaint: 21234391
  
  I am rejecting this response because:

  
  I do not want to repeat myself again. Please refer to the previous chat to understanding what I meant. Also, what I meant for extra charge is that the room I requested is more expensive then the room I was provided as the room I got checked in doesnt  reflect the room I booked. And when I make my booking , I see the one double bed was cheaper then the one I booked. This is what I meant by extra charge. Please check your database regarding this.

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

  

  Business Response

  Date: 03/19/2024

  Hello,
  
  This was worked on, but the response was rejected. I can try to escalate this to my supervisors in hopes of finding a new resolution, but they might have the same resolution.
  
  Thank you once again!

  

  Business Response

  Date: 03/19/2024

  Hello,
  
  This was worked on, but the response was rejected. I can try to escalate this to my supervisors in hopes of finding a new resolution, but they might have the same resolution.
  
  Thank you once again!

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21234391
  
  I am rejecting this response because:
  Waiting for response on your side.
  Sincerely,
  
  *****************************