Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,159 total complaints in the last 3 years.
- 656 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:01/31/2024
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 December 24 I called to make a reservation at the Hampton Inn in ******* ** for Dec *****. I told the person on the phone where I wanted to stay and they booked for Hampton Inn in ****** **, while on the phone I said more than once I do not want to stay in ******, I need to be in *******, after researching they are hours apart. I told the person on the phone do not book it. They booked it anyway. After getting off the phone with that person I got a Hampton inn booked in the correct town. Im not even sure how I got in touch with ************* as I never called a third party. They charged me 559. 95 and I cant seem to get anyone to refund it. Im not sure how a company can say no refund or cancellation when you never finished the booking while on the phone. Frankly this upsets me with ******* Inn / Hilton Honors and whoever this ************* place is.
Business Response
Date: 02/01/2024
Greetings ******,
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 ****************************** If you have any further questions or concerns, please don't hesitate to reach back out to me, my email is ******************************************************************
Kindly,
*********************************
Initial Complaint
Date:01/24/2024
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 am the organizer for the Tyler ******* for this weekend Reservation ID *******. I have been charged $344.79 from my bank for a cancelled room for which I received an email for cancellation the same day I schedule it. I cancelled on itinerary H7878017 and reserved on itinerary # H7878230 confirmation # ********. I need someone to refund my funds $344.79 to me today or I will be filing a claim with my bank. I have called and tried to resolve this with customer service ************, but to no avail. See details of the transaction and the cancellation email on Itinerary H7878017 below. Please have upper management call me ***************************************** ************ and acknowledge this complaint. *************************** is the representative who is handling this event and she is the ********************* ****************************** ****** Regional Product Director Ph: ************** ex 250Business Response
Date: 01/24/2024
Good Evening,
We appreciate the time spent to provide us feedback. After taking a deeper look into reservation H7878017 I am pleased to inform you that a full refund has been issued back onto the card used to initially purchase your booking, please allow **** business days for this refund to be visible to you! If you have any further questions or concerns please feel free to reach out to me and I'd be more than happy to further assist you, my email is ******************************************************************
Kindly,
*********************************
Business Response
Date: 02/01/2024
Good Evening,
We appreciate the time spent to provide us feedback. After taking a deeper look into reservation H7878017 I am pleased to inform you that a full refund has been issued back onto the card used to initially purchase your booking, please allow **** business days for this refund to be visible to you! If you have any further questions or concerns please feel free to reach out to me and I'd be more than happy to further assist you, my email is ******************************************************************
Kindly,
*********************************Business Response
Date: 02/01/2024
Good Evening,
We appreciate the time spent to provide us feedback. After taking a deeper look into reservation H7878017 I am pleased to inform you that a full refund has been issued back onto the card used to initially purchase your booking, please allow **** business days for this refund to be visible to you! If you have any further questions or concerns please feel free to reach out to me and I'd be more than happy to further assist you, my email is ******************************************************************
Kindly,
*********************************Customer Answer
Date: 02/01/2024
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:01/19/2024
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 only wanted one room or one night. While booking everything seemed to go as planned I paid the amount that they asked for $108.42. when I got the email confirmation, that address was incorrect. I called them to let them know that it was something happening between finalizing the booking and the receiving the email. They said there was nothing they could do. They offered me a second booking in a in the correct hotel for $125 more than the original booking and could not refund my money.Business Response
Date: 02/01/2024
Good Evening ****,
Thank you for taking the time to provide us with feedback and for your patience. Upon taking a deeper look into your reservation I see that you did decide to jeep the initial reservation and I even see a review saying you had a good time, were absolutely overjoyed to hear that!! If you do have any further questions or concerns with your reservation please feel free to reach out to me and I'd be more than happy to further assist you, my email is *********************************** We could greatly appreciate it if you took the time to rescore this review!
Thank you,
*********************************
Initial Complaint
Date:01/19/2024
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 or about January January 13, my husband, who was in hospital after a bone marrow transplant, used my **************** credit card to make a reservation with the ****************** in ******** for May ***** at a rate of about $161 a night with cancellation allowed up to 48 hors before planned arrival. AFTER he agreed to the charge, and unknown to him, ************* somehow injected itself and suddenly produced a receipt for over $900. The receipt showed a fee of about ***** but charged that fee for EVERY night of the stay. It also changed the cancellation date to no cancellation at all. Now ************* is offering a voucher for the over $900, but we'd still be paying $80 a night added to the original hotel charge of about $160! We want a refund.Business Response
Date: 01/19/2024
Good Evening,
Thank you for taking the time to provide us with feedback. After taking a deeper look into your reservation I see that our agents are working on a resolution for your inquiry, as soon as I receive an update from our agents I will inform you! If you have any questions or concerns in the meantime please feel free to reach back out to me, my email is ******************************************************************.
Kindly,
*********************************
Business Response
Date: 02/01/2024
Good Afternoon *****,
Thank you for your patience, we greatly appreciate it! I am pleased to inform you we have cancelled the voucher and issued a full refund of $961.98 back onto the card used to originally purchase your booking, 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, my email is ******************************************************************
Sincerely,
*********************************
Business Response
Date: 02/01/2024
Good Afternoon *****,
Thank you for your patience, we greatly appreciate it! I am pleased to inform you we have cancelled the voucher and issued a full refund of $961.98 back onto the card used to originally purchase your booking, 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, my email is ******************************************************************
Sincerely,
*********************************
Customer Answer
Date: 02/01/2024
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:01/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation on 12/24/2023 For 7/19/2024 they charged my card for the full amount when I tried to cancel the reservation the refused to give me a refundBusiness Response
Date: 01/19/2024
Hello ******,
We appreciate the time you spent to provide us with feedback! I've taken a look into your reservation and I see that our agents are working on converting the voucher you were issued into a refund. As soon as I hear back from our agents I will let you know! If you have any questions or concerns in the meantime please feel free to reach out to me and I'd be more than happy to further assist you, my email is ******************************************************************
Kindly,
*********************************
Business Response
Date: 01/25/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,385.78 has been issued back onto the card used to initially purchase your booking, 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 personally, my email is ********************************** We would greatly appreciate it if you took the time to rescore your review!
Sincerely,
*********************************
Business Response
Date: 01/25/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,385.78 has been issued back onto the card used to initially purchase your booking, 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 personally, my email is ********************************** We would greatly appreciate it if you took the time to rescore your review!
Sincerely,
*********************************
Business Response
Date: 01/25/2024
Hello ******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,385.78 has been issued back onto the card used to initially purchase your booking, 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 personally, my email is ********************************** We would greatly appreciate it if you took the time to rescore your review!
Sincerely,
*********************************
Initial Complaint
Date:01/17/2024
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 just want an itemized invoice for the 2-day stay on ***** Nov 2023. The invoice depicts a summarized 2-day total that is not accepted by my company's auditors.I have sent at least 5 email messages requesting them to copy and paste the current entry and to divide the charges in half to comply with industry standards for invoicing a hotel stay.Here is the hotelplanner response, "I have created, and sent, a receipt of your payment to ********** for your booking at ***************************************** from November *****, **** (attached to this message as well). While this may be different from what your company accounting department is accustomed to, it is the only itemized receipt that ********** can provide you for your credit card prepayment"I have reiterate each time, it's not about the payment but I just need the invoice to reflect the daily charges.Thank you,Business Response
Date: 01/25/2024
Good Morning,
We understand your frustration and want to thank you for your patience. I have escalated this to my supervisor and we are working hard to find a resolution to your inquiry, as soon as reach a resolution I will update you! If you have any further questions or concerns in the meantime please feel free to reach out to me, my email is ******************************************************************!
Kindly,
*********************************
Initial Complaint
Date:01/11/2024
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 had booked a reservation Itinerary# H7732725 through Hotel Planner website on 12/14/2023 for 4 adults and 2 children for a 2 bedroom cabin that can accommodate 6 adults. After booking, I got the confirmation showing that extra person fees per person was included in my charge. This was not disclosed prior to booking until after the confirmation. Afterwards I then called the Hotel to ask what the occupancy was for a 2 bedroom cabin and was told 6 to 7 people. I then called customer service but they refused to issue the refund for this illegitimate fee saying that I was just trying to obtain a lower rate and that I had agreed to the fees. I was also exchanging emails with another representative who was of no help and was telling me the same thing that I was just trying to obtain a lower rate and that I had agreed to the fees. The fees were not shown prior to submitting the booking. I even went to the website again and selected the same dates, hotel, room, and number of people and it did not show any extra person fee. This is an error on the Hotel Planner website and was charged an illegitimate extra person fee of $11.99 per person that this company refused to resolve.Business Response
Date: 01/16/2024
Good Afternoon *****,
Thank you for your patience! I escalated this to my supervisor, and I am more than pleased to inform you that a refund of $71.95 has been issued back onto the card used to originally purchase your booking! Please allow **** business days for this refund to be visible to you. If you have any further questions or concerns,please feel free to reach back out to me and Id be more than happy to further assist you! We would greatly appreciate it if you took the time to rescore your reviews!Kindly,
*********************************
Customer Answer
Date: 01/18/2024
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:01/11/2024
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.
My husband, *******************************, booked a room through this company with ************************************************** for my birthday on 11/18/2023. The itinerary number is H7558831. He specifically requested "club level" (see special request notes in the original reservation). He was charged $883.09 (includes taxes and fees) for one night. Once we got there, the hotel said that we did not have club level and we had to pay an additional $198.00 to have it plus $100.00 for valet parking. When I contacted this company and looked at a previous invoice for 11/19/2022, the total charge was $670.22 (including $55.00 for valet parking). I'm requesting a refund of $481.00 (difference between what should have been charged and the actual charges). I have included a different receipt where we stayed in 2022 showing normal charges. ******** personnel states this was an extremely high price for one night. The company has been giving me the runaround and has not responded with a resolution. They keep saying they will listen to the call even though the agent documented in the special requests section a note stating that my husband requested the club level for a birthday celebration.Business Response
Date: 01/24/2024
Good Evening,
We appreciate the time you spent to provide us with feedback! I've taken a look into your reservation and I see that our agents are working on a resolution for your inquiry and I will also escalate this to my supervisor. As soon as I hear back from our agents or my supervisor, I will let you know! If you have any questions or concerns in the meantime please feel free to reach out to me and I'd be more than happy to further assist you, my email is ******************************************************************
Kindly,*********************************Initial Complaint
Date:01/11/2024
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 May 22, 2023 I made a hotel reservation through this company. On December 15, 2023 I cancelled the reservation, I received email and text confirmation of cancellation and that all applicable refunds will be submitted to my credit card in 3-7 days. I then received an email on 12/21/23 saying they would give me credit for the company and I emailed back and said that I wanted the refund to my credit card, to which they responded and said it would take 10 days, that was on 12/22/2023. I have since emailed multiple times and requested phone calls and the only response is that they are processing my refund and it will take 10 days, I have never received any phone calls. I have not received any refund.Business Response
Date: 01/23/2024
Good Morning *********,
Thank you for taking the time to reach out to me! I escalated your reservation to our refunds department, and I am please to inform you that a full refund of $672.04 has been issued back onto the card
used to originally purchase your booking, please allow **** business days for this refund to be visible to you! If you have any further questions or concerns, please feel free to reach back out to me and Id 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: 01/23/2024
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:01/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation for a room on 12-28-23. During the call to Bookin.com I received a text from my travel partner that plans had changed so I canceled my reservation. The agent told me I'd be fully refunded in **** business days. I have not received anything. When I call the company they just keep telling me to wait another 3-5 days and it will be refunded. I have lost my patience with this company and after seeing the others on this website I am not the only one. Bookin.com is a scam and I want my $189 back!Business Response
Date: 01/17/2024
Good Evening ****,
Thank you for taking the time to provide us with feedback. I am pleased to inform you that a full refund of $189.81 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! 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 ******************************************************************
Kindly,
*********************************
Business Response
Date: 01/23/2024
Good Evening ****,
Thank you for taking the time to provide us with feedback. I am pleased to inform you that a full refund of $189.81 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! 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 ******************************************************************
Kindly,
*********************************Business Response
Date: 01/23/2024
Good Evening ****,
Thank you for taking the time to provide us with feedback. I am pleased to inform you that a full refund of $189.81 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! 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 ******************************************************************
Kindly,
*********************************
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