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

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

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:06/14/2023

  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 May 06, 2023 I used the hotelplanner website, I made a hotel reservation at the Fairfield Inn, ************************** I received a confirmation from hotelplanner including an itinerary # and a confirmation # (see below). Upon my arrival, May 12, 2023, there as NO RESERVATION FOR ME!ITINARARY # H6684920 Guest, ************************* CONFIRMATION # ***-7128316 ********* did not have a vacancy. We were without lodging for the night.This is my third attempt to obtain a refund of $210.31. I called ************** on two occasions and spoke with 2 different customer service agents. I was told both times that they confirmed with the ****************** management staff there was in fact, NO RESERVATION for me. I was further told I would receive a full refund within days of the phone call. It has been one month since my first contact. As of this date, I HAVE NOT RECEIVED THE REFUND DUE & PROMISED ME. *************************

  

  Business Response

  Date: 06/16/2023

  Greetings,

   

  After looking at the information on your booking, and calling the hotel to confirm, we know you were not able to utilize this booking. 

   

  The delay surrounding your refund is due to the fact the supplier is saying the reservation was used so they will not refund for this booking. Please accept our sincere apologize for your situation.

   

  As a gesture of good will from ************, I have issued your full refund. Please allow at least **** business days to see that refund in your account. If you have any questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

   

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

• Initial Complaint

  Date:06/13/2023

  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.

  The organization provided horrible customer service and failed to complete our initial request to cancel 2 of the 3 nights on the reservation (that we prepaid for) prior to 11:59 PM on 6/7/2023 as directed in their email. Reservation was started 6/9/2023 On June 8 the org left a message by phone. We returned the call within 10 minutes and the representative could not figure out why we called. Later that night we called back to discover they did not follow through on making changes to the reservation as they told us they would do (we called before the deadline), and then said it was too late to act on first requests and we would have to pay a higher price for one night if we still wanted to cancel the last two nights. Frustrated with poor customer service and their representative refusing to answer the question of "why we have to pay more for their mistake of not changing the reservation the night before", we told them to cancel the whole reservation and fully refund our money because we LOST ALL TRUST in the company. A short while later the representative called back and indicated this was not possible to do with hotel. We repeatedly pushed for the resolution we thought we deserved and it finally ended with us demanding the company do what they can to cancel the most nights possible and refund the most money possible. The representative indicated he understood and said he was forwarding the problem to another team to discuss refund and they would contact us when they can (but he did not know when). On June 10 - ************************* (BUW) (Lodging Support) sent an email stating - "that we attempted to contact you by phone but there was no response." Our call log does not show any communication from the company on June 9 or 10. She also stated "The best option ... is to cancel and rebook ... subject to approval from the hotel ... how would you like to proceed." We had already and very clearly told them numerous times how to proceed.Refund our money please.

  

  Business Response

  Date: 06/16/2023

  Hello,

   

  When you called on June 7 at 8:26PM, your specific request was to cancel 2 nights. At that time, the only option is to cancel the entire booking and rebook with the correct dates. When the phone agent tried to reach the hotel, there was no answer. When the team started working in the morning, they reached out to the hotel to see about your request, at that time they were able to secure a full cancellation so you can rebook with the correct dates.

  They called you at 9:35 AM on June 8 to see if that is what you wanted to do. A full cancellation is drastically different than canceling 1 or 2 nights which is why the agent called first. When you reached out at 10PM that night, the hotel was unwilling to cancel the entire reservation anymore. The phone agent offered 2 other options as a favor, which was declined. The last option was to have someone call the hotel at a later time to secure a cancellation free of charge. That has been declined. 

  Again, I contacted the hotel to see if they would refund as a gesture of goodwill, they are unwilling to refund for this booking. 

  As a gesture of goodwill, I can offer a voucher from HotelPlanner for a reservation at a later time. If you are interested in that, please reach out to my personal email at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20182878
  
  I am rejecting this response because:
  

  - Because your agent ASSURED ME that the request would be handled on June 7.  Your agent FAILED to complete the request in a timely fashion.

  - I returned your call within 10 minutes on June 8. I gave my name and other information about my request.  Your agents FAILED to locate my case at that time and did not know why I called and could not help.  Your system FAILED AGAIN.

  - after losing all trust in your agents to do their job  we argued over cancelling the whole thing and finally settled over cancelling the most nights they can and get ** the biggest refund they can   Your agent saying it was declined is a misrepresentation  We clearly ended the call with direction to cancel and get ** a refund 

  -we also take issue with your use of the word favor   How is it a favor when you FAILED at your responsibility  

  - a voucher is unacceptable for a business that we do not trust   
  

  -we will accept a refund on 2 of the 3 nights   Our original request of your organization made before the June 7 deadline

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

• Initial Complaint

  Date:06/09/2023

  Type:Sales and Advertising 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 June 5, 2023, I booked a room at the ********* in ********, **. I thought I was booking directly through Hilton but when I got the confirmation email, I realized I had actually booked through Hotel Planner (and that they had charged $200 more than what Hilton charges). I immediately cancelled the room through Hotel Planner and received an email acknowledging my cancellation and letting me know that my refund would be processed in 3-7 business days. On June 8, 2023, I received an email from Hotel Planner telling me that Tru would not approve a refund but that I could supply them with the name of someone at Tru and they would call them. I called Tru, and the lady I spoke with said no one at Hotel Planner had ever called them about my account. Nevertheless, I shared this Tru employee's name with Hotel Planner. Then, I received another email from Hotel Planner telling me they had spoken to this employee and she approved the refund but it was in the hotel's discretion not to refund the money so Hotel Planner is not refunding the money. I pointed out that this does not make any sense. Then, I received another email from Hotel Planner telling me they would give me a voucher, which of course, has never arrived.

  

  Business Response

  Date: 06/15/2023

  Hello,

   

  When trying to book directly with the hotel, it is imperative that you dial the number listed on their ****** page. Many time people will scroll and click on a number thinking it is the hotel directly. 

   

  When our agent called the hotel originally to get a cancellation free of charge, the person he spoke with said he had to call the 3rd party for an approval. The agent called the 3rd party provider, they called the hotel (the refund solely depends on the hotel), the hotel denied the refund. That is when you were told there would be no refund. 

   

  When we called back to speak with the person you spoke with, the refund was approved. Your refund has been processed. If you still have not received it, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/06/2023

  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 were on the road headed thru *************, ** and called the phone number for the hotel off of the internet and when it was answered they advised that they were with the ******************************** so we inquired if they had a king 2 room suite available for 6/3. They advised that they did and advised that they would accomodate. When they did not ask for our rewards # we questioned if it would be on our rewards and if they had my first responder discount with the hotel chain. We were told that they would make sure of it. So we went ahead and booked the room while traveling. Itenterary H6827476. When we arrived at the hotel they advised that they did not know that we had a rezervation. After further looking they found ours and gave us our key but did not have it on our rewards, and did not have my discount on the room? When we went upstairs to our room, we found out that they gave us a standard single room. This is not what we paid for, so we went back down to find out that this was thru the ***************** 3rd party. We called the number back to have a conversation about the misrepresentation and the wrong room booked and was hung up on 6 times. Then was told to go downstairs to the font desk and tell them to fix the issue? The hotel manager advised that they did not create the problem and could not assist and would have to call the number back. We called back and asked for a supervisor and was told that there was no one there that could help and we would get a call back within 24 hours? It is now 6/6 and there has been no call back to resolve the issue. Requesting a refund of ****** for the misrepresentation, dishonest way of duing business, and horrible customer service.

  

  Business Response

  Date: 06/07/2023

  Greetings,

   

  The agent reserved a king room as requested. The hotel failed to provide that. The rate provider (3rd party) was able to get a full refund approved from the hotel because of this error.

  When using rewards, the hotel is supposed to add to your points when you arrive and provide your number, but you are unable to redeem the points when reserving through a 3rd party. When trying to call the hotel directly, it is imperative that you dial the number that is found on the hotel's ****** page. Often times people will scroll to find the cheapest price and call the number listed. 

   

  Your refund has been processed, please allow **** business days to see that reflected on your account. If you have any further questions or concerns, please reach out to **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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 booked a room for my son, who is going through a divorce. He found an apartment the next day. I called to cancel and was told I had a non cancel reservation, and was told I couldn't get my money back !My son is an Army Vet and I am a senior citizen! I can not afford to be charged for 6 nights at $1300!! You need to cancel this and not charge my card or I will seek legal action.

  

  Business Response

  Date: 06/06/2023

  Good Morning,

   

  After listening to the call I can confirm you were told the cancellation policy, then you were asked if you agreed to the policy, to which you responded "Ok, great!". Additionally, it was included on the confirmation email that was sent upon the confirmation.

   

  As a gesture of good will, I was able to secure a cancellation free of charge. It will take about **** business days to process the refund, then you should allow up to 10 business days to see that reflected on your account. 

  If you have any further questions or concerns, please reach out to me directly at **********************************************. 

   

  Regards,

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

  Customer Answer

  Date: 06/06/2023

   
  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. If the credit card is not refunded the full amount of 

  $1213.68, I will seek further recourse. I will be keeping a keen watch on this. I will never deal with ************* again.
  
  *****************************************

• Initial Complaint

  Date:06/01/2023

  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 through ***** Planner on May 19, 2023, prior to going to the hotel Baymont Inn (******************************** ************, ** *****). Once I arrived in my room, I noticed several roaches and other bugs. The bedsheets were dirty and stained (also cigarette **** holes), the bathroom sink was stopped up with water. I was placed on a smoking floor when I requested no smoking, and the room and floors were dirty. I went to the front desk to check out and obtain a refund and was told since I booked through ***** Planner (third party), I could not get my money back. I was also told to call ************** ***** Planner told me that my purchase for the rooms was non refundable (even though the room was dirty with roaches). I was stuck in a bad situation of needing a room and not getting my $733.44 back. I have called ***** Planner several times and made complaints (also requesting a supervisor). I have been unsuccessful in receiving my money back. I have videos of what I am describing of the hotel. I have attached photos as well. I would like a full refund thank you in advance.

  

  Business Response

  Date: 06/02/2023

  Greetings,

   

  According to the *** you stayed for your entire booking. They offered to move your room, but you refused a different room.

   

  For those reasons, the hotel denied a refund. As such, we can not refund. If you have any questions or concerns, please reach out to me directly at **********************************************.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20128795
  
  I am rejecting this response because:  This information being provided is inaccurate.  ********* advised I could not be moved because there were no additional rooms available.  Also, I was charged an additional $50.00.  I am not aware how this cost occurred.  I would like a full refund.  $783.44.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/29/2023

  Hello,

   

  When you check into a hotel, they charge your card at the front desk an amount for incidentals. That fee is normally refunded. 

  Due to the hotel refusing your refund, we are unable to honor your request for a refund.

   

  As a gesture of good will, I can offer a $150.00 voucher for a future booking. To claim your voucher, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:05/31/2023

  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.

  Number was giving to me by my MOM who also got Scammed. Thought I was calling the ************ directly but unknowing got these scammers. I told the rep what city I was going to and that it was Garden inn he quickly raddled off the some numbers and I told him I was needing to book under a block of rooms that were being held. I told him the name that they were under and he said ***** and proceeded to book me under the wrong hotel. we almost had the reservation complete when I ask about cancellation and he said oh it is a lot more money and artificiality inflated the cost of the rooms to make me want to stay what he had already prebooked for me. I received the booking. about 10 min after I got the confrimation email I figured out that not only was I booked for the wrong hotel I was charged why more than if I had directly went to the hotel. The only reason I call was because of the block of rooms. other wise I would have done it online through hilton's site. Never once did he mention we was not with ****** even when I was asking about my Hilton honors he just ignored me and said that they had all my numbers and discounts and numbers which in fact was a lie. what a complete scam. Call to get a refund remember this is around 10 to 15min's after it was place and the reservation is for 3 months away. was given customer service which was extremely hard to understand. they said that they would have to review the transcript and that I would get an email which several hours later and nothing. also as for a manager but none was availible. at this point I still didn't know this was a third party. but after calling the hotel where I was booked they confirmed that it was a third party that this reservation was booked under. I want you to cancel the transaction and refund my money if the charge has gone through. still is pending right now. My Credit card has the transaction under review and will dispute the charge if you let it go through. Reservation# H6809892

  

  Business Response

  Date: 06/02/2023

  Greetings,

   

  Your refund has been processed. Please be sure that you reach out to the hotel phone number found on their ****** page. Often people scroll online to find the best rates and call that phone number when in reality it is a 3rd party company.

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:05/28/2023

  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.

  ************* website is supposed to help a person find a hotel of choice for free. I was charged $52.47 for some kind of tax and also $162.00+ for another tax of the same kind I didnt understand. So I assume HotelPlanner.com did charge me to pay them as well as the hotel. Can I get back what HP charged which was free?*********************

  

  Business Response

  Date: 05/31/2023

  Greetings *****,

   

  When booking with a 3rd party company, there are a lot of moving parts. The hotel and the 3rd party negotiate a price and agree that price is not available to the public or ************. ************ is then responsible for charging any and all taxes and fees on behalf of the hotel and 3rd party. 

   

  As further explanation, please see our companies statement about taxes and fees.

  The tax charge on *************** transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax,excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with our customers purchasers. We are not the vendor collection and remitting such tax to the applicable tax authorities. The vendors bill ** for applicable taxes, and we remit such amounts directly to our vendors. We are not a co-vendor associated with the vendor with whom we book to reserve our customers travel arrangements.Taxability and the appropriate tax rate vary greatly by location. The actual amount paid to a vendor may vary from the tax recovery charge, depending upon the rates, taxability or other factors in effect at the time of the actual use of a given travel service by our customers. We do not incur the cost of sales tax from the vendors located in ******, ********, ************* and ******, as these states do not impose sales tax. Also, certain jurisdictions impose a hotel occupancy tax or other type of transaction tax upon the renting of a hotel room, an automobile, etc. The type of tax collected by a vendor will vary by service and location. We use third party distribution channels for individual reservations. 

   

  As a gesture of good will, we are willing to offer a voucher for $75.00 for a future booking.  The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 1 year from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim.
  

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************

   

  Regards,

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

• Initial Complaint

  Date:05/24/2023

  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 used this service to book a room in *********. The advertised price of the room was $229/night through the hotel planner website. After I booked I received the bill for $751. 72. The receipt said that fees and taxes were just over$146/night. Those were not seen when we booked. I called the hotel and they received $455.79 for the 2 nights, which means that this service charged almost 40% of the room cost each night for their fees. We did not see these totals advertised and would not have booked the room through them had we seen these exorbitant fees. I am wanting a refund for at least half of these fees.

  

  Business Response

  Date: 05/25/2023

  Greetings,

   

  When looking at your reservation, I can see this booking was done online. All prices, terms, and conditions are displayed and must be approved before confirming the booking. You can only complete the booking if you click the box that says you agree to all of the terms and conditions.

  As an explanation of the price, this is a 3rd party booking. The price that the hotel told you is less that ************ paid for this booking. Please see below for our companies "general" taxes and fees explanation.

  The tax charge on *************** transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax,excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with our customers purchasers. We are not the vendor collection and remitting such tax to the applicable tax authorities. The vendors bill ** for applicable taxes, and we remit such amounts directly to our vendors. We are not a co-vendor associated with the vendor with whom we book to reserve our customers travel arrangements.Taxability and the appropriate tax rate vary greatly by location. The actual amount paid to a vendor may vary from the tax recovery charge, depending upon the rates, taxability or other factors in effect at the time of the actual use of a given travel service by our customers. We do not incur the cost of sales tax from the vendors located in ******, ********, ************* and ******, as these states do not impose sales tax. Also, certain jurisdictions impose a hotel occupancy tax or other type of transaction tax upon the renting of a hotel room, an automobile, etc. The type of tax collected by a vendor will vary by service and location. We use third party distribution channels for individual reservations.

  As a gesture of good will, we are willing to offer a voucher for $100.00. The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 1 year from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim.
  

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20101913
  
  I am rejecting this response because: when we went back on the website, the 'confirm' button where the actual fees were shown was only after we had already thought that we had already had the hotel and this was just a formality.  I will not use the credit because I will not use this site again and will also post a review of my experience.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service 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 using the company called hotel planner and when I canceled the reservation I was not rewarded my room rate of $170.00 dollars back. Ive contacted the customer service on four different dates and keep getting the same response, that they will elevate the issue to the next higher response system. My reservation number is H6521529, the check in date was the 9 April 2023 and I cancelled my reservation on the 8th of April 2023 and to the present date have not received any refund.

  

  Business Response

  Date: 05/25/2023

  Greetings,

   

  After listening to the call, I can confirm the booking agent was clear in stating your cancellation policy. It states; Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 04/09/2023, 10:00 AM (*******/*******). 

  Which means if you cancel, or change your reservation, that means there is a fee of $******. The refund that is due to you is $23.22. That refund has been processed. Please allow **** business days to see that reflected.

   

  If you do not see your refund, or you have any further questions or concerns, please reach out to me directly at **********************************************.

  
  Regards,

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