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

  
• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

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:09/07/2023

  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 made a reservation for Comfort Inn in ********, ****. I was sure I clicked on ************** but somehow I unwittingly ended up with Hotel Planners. I reserved a room. They quoted the amount. I told them I was a senior and a ************ member. They told me that the rate adjustment would occur when I checked into the hotel and showed my ID. The hotel registration clerk entered the info and told me the rate would be $85. However my credit card was charged $139.93. (itinerary H7155610). I have called their service line and the agent says Ill get a credit, but then I receive an email from a manager saying no credit is issued on a prepay. The hotel says they are powerless to give me the credit. It has to come from Hotel Planner. I have been told several times that I would get a call. That does not happen. This is not a legitimate operation.

  

  Business Response

  Date: 09/14/2023

  Hi ****,

  The hotel did provide us with a partial refund in the amount of $54.93. We did process that for you and it will be visible in the next 3 to 5 days. Please feel free to email us at ***************************** with any further questions.

  Sincerely,

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

  Customer Answer

  Date: 09/19/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/07/2023

  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 booked hotel reservations online with what I thought was directly with Days Inn. Turns out it was through Hotel Planner. I made a reservation for two nights. As our travel plans changed we only needed to stay for one night. I called the number on the confirming email (within the required cancelation period) to cancel the second night. I was told if I canceled I wouldn't be guaranteed a room, and was told to stay the one night then cancel the second night after I checked out. So I followed Hotel Planners directions. I have been trying to get my refund since July 17. I have placed 4 calls to the reservation line and am told I would receive a return call within ***** hours. I've not received any call and have not received my refund. I want my refund and any associated fees charged by Hotel Planners. Their service is deceiving and borders on theft. When calling the reservation line they cannot even provide a phone number for Hotel Planners. My last resort is filing a complaint with the BBB. Shame on Hotel Planners. Even the staff at Days Inn were at a loss for words about how this company operates and wanted me to know that it was not Days Inn policies.

  

  Business Response

  Date: 09/14/2023

  Hi ******,

  I see you contacted the service team on September 8th for the one night refund and it was processed on that day. Please allow 3 to 5 business days for it to be visible. If you have any questions or need any further assistance please contact us at *****************************.

  Sincerely,

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

• Initial Complaint

  Date:09/06/2023

  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 Stay'd one night at a hotel around aug 26th. It was wonderful. Just needed a day off.Over this past holiday weekend, a text was sent to me about another (non refundable) reservation for the 3rd. I called the Hyatt and they said they had nothing for me, "it must be a spoof"I just didn't respond. Yesterday morning I got a bill. So I guess it wasn't a spoof. The email even had a partial of my credit card number. So I canceled the card. Called the hotel again, again, yer not in our system. So I started calling the company. At first it just hung up on m. Then another email came. I called a new number they sent. Someone answered and they sounded confused but they would look in to it. Im sure this is a simple fix but I talked to another agent today. They really think i made that reservation. The same one the hotel denied I even had a reservation for. Im confused. but I know that errors happen all the time. Especially with e-commerce. But I wasn't even in the city of Lakewood that day. The Hotel clerks say there's no record. But I do have a bill. Im not mad. Im tired of chasing this down. Their employees seam to be trying to help. But i cannot seam to find one to hear me out. What are my options? How can I help to get this resolved Thanks so much, ***********************

  Customer Answer

  Date: 09/06/2023

  THANKS GUYS, not trying to be a pain, but I didn't plan on staying in that Hotel on September 3rd, when I got a text about it the hotel and I thought it was fishing scam. By the end of the weekend I'd been billed with "no refunds"

  I went to your website to get a number for them and thanks

  Thanks and thanks to hotelplanner.com for hearing me out. 

   

  

  Business Response

  Date: 09/14/2023

  Hi *****,

  We did confirm with the hotel that they do not have a booking under your name. We have processed a full refund and apologize for the inconvenience.

  If you need any further assistance please contact us at *****************************.

  Sincerely,

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

• Initial Complaint

  Date:08/24/2023

  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.

  On Aug 2nd 2023 I made a reservation (H7165888) online for a stay at the ******************* Hotel in **************, ** in Oct of 2023. I saw nothing stating anything about them charging me anything before my stay. I thought from my search that I was working directly with the above mentioned hotel. After getting my confirmation, I realized that this was a 3rd party company. And in the reservation confirmation they disclosed that there would be a penalty for cancelling the reservation. I then called back immediately and was told that the penalty was ~$280 plus tax. I did not agree to this but the person said there was nothing they could do. A couple days later when looking at my credit card statement, I realized that they had charged $2,983.88 to my card!! I then called back and asked what company this was and the person on the phone was very evasive and just kept saying "It's hotel reservations". I again explained the situation and they said they'd elevate it to their dispute resolution team. I then got an email saying they would refund my reservation. Now, a week later, I look at my statement and they only refunded $2,486.57. This is a difference of $497.31 !!!!!! They are using deceptive business practices and making you think you are speaking directly to the hotel you are trying to stay at! I ended up contacting the hotel directly and made a reservation (WITH NO CHARGE TO MY CARD) that will come to a total of $1300 with tax for the same exact dates! I am disputing this charge with my CC company, have informed the hotel, and am filing this complaint. I want my remaining $497.31 refunded immediately.

  

  Business Response

  Date: 09/08/2023

  Greetings,

  Thank you for contacting us. I show a full refund was issued for the guest booking. 

  ((Refunded($2983.88) Card: ** 3659))

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

• Initial Complaint

  Date:08/21/2023

  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.

  Per the uploaded document, the confirmed reservation and payment indicated a free bottle of wine upon arrival per room. That did NOT happen. When questioning the front desk they wrote it off as the booking companies problem not their problem.

  

  Business Response

  Date: 09/14/2023

  Good morning *****,

  The gift with purchase option is emailed to you for redemption after your stay at the hotel. Please remove this complaint as it is simply a misunderstanding on timing.

  Sincerely,

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

• Initial Complaint

  Date:08/19/2023

  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.

  The hotel is *************, *******************************************************. The number on the website I called #************. The Itinerary number I was given over the phone was #H7072909 on July 14, 2023. The booking was for 7 nights. We were thrown out of the hotel after the first night on Monday, July 17th because they were not pet friendly as I was told when I made the reservation. I thought I had made the reservation through ************* directly but it was actually HOTEL PLANNER, which I did not know.When I called the 502 area code that appeared under this hotel's website I thought I was make the reservation through the front desk. My first question was, "do you accept pets?" The person on the other end of the phone said, "yes". I made the reservation because we had a small dog with us that we would be leaving in the room while we spent our time at ********************* where my brother was dying of cancer. The very first morning I went to the front desk to get towels and request no room service since we would be leaving the dog in the room while we were at the hospital. The desk clerk went off on me telling me we couldn't be there with a dog. They were "not pet friendly" and we had to leave immediately! We left that morning and the hotel proceeded to charge us for the full stay of 7 nights over $1809.00 worth on my Discover card. Apparently, I had mistakenly made the reservation through *****************, which I had never heard of and I would have to try and get my non-refundable remaining charge from HOTEL PLANNER. I contacted DISCOVER card for help and they were absolutely NO HELP! I have tried numerous times to get a refund from HOTEL PLANNER to no avail.

  

  Business Response

  Date: 09/13/2023

  HI *******, your refund has been  processed and will be visible in 3 to 5 days.

  Sincerely,

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

  Customer Answer

  Date: 09/15/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2023

  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 called the Wind Creek Casino on July 28, 2023 to reserve a room and the individual who answered said he was on property and our total was ****** and if we cancelled there would be a $90 cancellation fee and this was the last room available which turned out to be untrue. They immediately took the money out of our account which is uncommon for any hotel to do and I have never heard of a company charging such a high cancellation fee. Usually, you get 24 hours before or 6:00 pm that day. When we got to the casino, they said that we had overpaid when we booked with what they said was Expedia which we later found out was HotelPlanner.com. The manager at the casino said they would cancel the reservation through Expedia (HotelPlanners.com) and give us the rate of ****** total. She said she sent a refund request to them for them to refund us our money. She said this was a common thing when booking with Expedia which was HotelPlanners.com Two weeks later we call the phone number on the confirmation and HotelPlanners acted like they knew nothing and were adamant that they would not being giving us our money back. We did a three way call with the casino and it was all explained by the casino team what had happened and they still refused to refund our money as they said it had to be reviewed by their reconciliation team. I asked the agent with the hotel person on the three way call, what the name of his company was and he said it was company policy for them to give that out. The lady at the casino said in the three way call that this is always an easy process but the agent disagreed because it had to be approved. This was 9 days after the Manger had sent the request for refund. MAJOR RED FLAGS by this company! He said we would be getting an email from the reconciliation team. We did and they wanted a snapshot of our bank records showing the charges! They had already been paid so why would they need a snapshot of my bank account? They also had sent a confirmation and itinerary tomy email showing the total charges.This companies service and untruthfullness in everything that they have done in this transaction has SCAM written all over it.

  

  Business Response

  Date: 09/13/2023

  HI *****,

  Your refund was processed on August 21st, 2023. Please review your bank statement to confirm the refund.

  Sincerely,

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

• Initial Complaint

  Date:08/15/2023

  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.

  Itinerary number: H6914617 I booked a stay at a hotel on the ************** (Mecure) for 5th July 2023. A few days prior to my trip away I had an injury which meant I could not travel. I immediately contacted Hotel Planner to cancel my booking. I was aware that upon cancellation of the booking they would keep 25% of the booking fee. To date I have only received half the booking fee as a refund. I have contacted the support team on numerous occasions and have been given the unsatisfactory response each time to check my bank account. Given their last response was over 3 weeks ago I realise no action has been taken to resolve my matter as I have yet to receive my due monies. Attached is a copy of my booking details and request for the remaining refund amount to be returned to me.

  

  Business Response

  Date: 09/13/2023

  Hi ******, your refund has been processed and a full refund was issued.

  Sincerely,

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

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20475426
  
  I am rejecting this response because: I have never received a full refund as indicated by April recently. Please see attachment. I have only been refunded half the amount I paid. I would appreciate the company advising why false advertising on their website is actively permitted in this instance if that is in fact the "full refund"?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/18/2023

  Please advise the guest to check with their bank

   

  

  Business Response

  Date: 09/19/2023

  Please advise the guest to check with their bank

  Customer Answer

  Date: 09/19/2023

   
  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. I am so grateful for your assistance in this matter. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2023

  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.

  On 5/13/23 I googled ******************* in ******* ** to reserve 3 rooms for 2 nights. I believed I was calling the hotel directly, as I have booked this hotel several times in the past I always booked directly by calling hotel. I was charged the $9,062.04 on 5/14/23. After, I noticed that they charged my credit card in full for a much higher amount than had quoted over the phone, typically they only take a deposit. Further, they sent me a text message confirmation of the booking and in the past, I had received an email confirmation. I called ******************* directly at (608) ******* and they could not find a current reservation with either my information or the confirmation number (********) provided in the text message. There is a Support telephone number listed on the text message I received and when I called that number an automatic recording stated that my reservation is confirmed and could not be cancelled or changed. There is no option to speak to a person on that phone number. Again, I called the Edgewater directly and they confirmed there was no reservation for us, and they even had a manager double check. I have attached an email from ******************* and a letter confirming that they do not have a reservation for us on October 13th - Oct 15th. Further, *************************, Reservations Lead at *******************, is willing to speak with anyone to confirm this. Finally, on 7/21/23 I received a text from Hotel Planner regarding my disputing the charges, I immediately responded and asked they contact me because I was unable to talk to a person at the company to discuss this issue after multiple attempts. Further, the company listed the phone number on my Citibank statement to be ************, which is clearly a fraudulent number and one in which they clearly do not wish to be contacted. and I contacted Citibank to have the charges reversed and they have denied the claim, as Hotel Planner showed that a copy of a (fake) reservation from their system.

  

  Business Response

  Date: 09/14/2023

  Hi *****,

  We do see that you disputed this transaction and the bank already refunded your credit card. Please let us know if you need any further assistance by emailing *****************************.

   

  Sincerely,

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

  Customer Answer

  Date: 09/15/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/09/2023

  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.

  A hotel booking was made for 1 room for 2 nights on July 21, 2023 with Hotel Blocks at The Knot powered by HotelPlanner.com (Itinerary #:H7109316). This hotel booking was cancelled within 24 hours because it was brought to our attention that the site did not honour the wedding room block rates (which the site clearly stated at the top to book at the discounted wedding rate), charged the hotel in USD when the hotel rates are in CAD and they included additional service fees. I called on July 23, 2023 to inquire on receiving a full refund for the gross misrepresentation. I was told the cancellation policy was not clear and the case would be marked as urgent and I should receive a call by end of day on July 24th, no communication was received. Another case was opened under Itinerary #:H7110994 and communication via phone confirmed that a full refund would be granted by August 2nd, 2023. No refund was received nor email communication when the other parties had received a full refund. I called again on August 8th, 2023 and was told I would receive communication by end of day. No communication was received. I called again on August 9th, 2023 and confirmed with the representative that they had not sent any communication to me at all but I should receive communication soon, but they could not provide me with a timeline on when that would be. As such, I am currently disputing the charge with my credit card company to receive the refund.

  

  Business Response

  Date: 09/14/2023

  Hi *********,

  The booking was fully refunded on August 31st, 2023. Please let us know if you need any further assistance by contacting us at *****************************.

  Sincerely,

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

  Customer Answer

  Date: 09/15/2023

   
  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.
  
  Sincerely,
  
  *************************************