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

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  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:07/14/2025

  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 April 9, I called Embassy Suites ( well I thought is was the actual hotel) and to asked confirm if I already made a reservation, they would not. I then thought I need to make sure we have a place to stay with my daughters teammates as there was a soccer tournament happening that weekend. I figured I could have the hotel cancel the room when we got there because that's the hotel doesn't charge you until you leave. I then went online and made the reservation not seeing any mention of this being a prepaid transaction and non refundable. I did see a refund protection fee of $51.44 that made me think I can reverse this if needed and only be out the $51.44 if I need to cancel. I did not know that I was immediately charged $579.07 until I got to the hotel and learned that I made the reservation with a third party and the transaction was prepaid. I contacted the reservation lodging support number and she refunded me the $51.44 only and said she would put my claim in and I should see something in the next 2-10 business days. I then contacted my bank card (Discover) to find out how to dispute the charge. They credited my account only to reverse it back. Now I can't get a hold of anyone from this support lodging to remove the unnecessary charge.

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Thank you for your response and for 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. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

• Initial Complaint

  Date:07/14/2025

  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 July 7, 2025, I booked 1 room for two nights, (July 11 & 12, 2025) at the *********************** located at *************************************************************. I thought that I was dealing with the hotel but was mistakenly dealing with a third party Hotel Planner. (Itinerary #*********). On July 10, 2025, I called and emailed Hotel Planner that I was only staying July 11 and that I wanted to cancell my July 12 date. I was told in an email from (Lodging Support) ***** ******** , that the only way to move forward was to request this before I check out so they could confirm my refund from them, which I did. The hotel clerk confirmed that she was contacted by a representative from Hotel Planner and that the hotel was billing me for one day $92.32 that I paid. On July 13, I received an emailed receipt from Hotel Planner for $239.98 representing two room charge of $84 each plus two charges of $35.99 each for a tax recover fee that was not disclosed. This company represents that you are dealing with the hotel. Their employees are different to understand because of their foreign accents. I feel that they scammed me and hope you can help. I have a paid receipt from the hotel for $92.32 representing 1 room charge of $66.35, a dog free of $20, a tourism fee of $1.99, and State tax of $3.98.

  

  Business Response

  Date: 07/14/2025

  Greetings *******, 

  Thank you for reaching out! I am pleased to inform you that a voucher for the amount of $119.99USD has been sent to the email address "**************************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23595639
  
  I am rejecting this response because:
  I am not interested in a voucher. I want a refund of $119.99. It was represented at the time of booking that I was in direct communication with the hotel. Also that as long as a cancellation for my second day, (July 12) was cancelled prior to July 11 which it was, I would not be charged. 
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 07/15/2025

  Greetings *******, 
  Thank you for reaching out! I am pleased to inform you that a voucher for the amount of $119.99USD has been sent to the email address "**************************************". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please call us at ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.

• Initial Complaint

  Date:07/13/2025

  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.

  Yesterday I made a hotel reservation with *********, Elkhart IN, thinking I was speaking directly with the hotel. The agent ("*******") with whom I spoke never told me he was with ************* Planner, a third-party service. He made my reservation and told me that it could be cancelled no later than two days in advance of the start date. When I received my confirmation email (attached) last night, I learned for the first time that if I canceled, there was a one-night room charge penalty. The email also said that I had refused the offer of refund protection. This was a fabrication - it was never offered to me. I was also never told that my credit card would be immediately charged, which it was. This was a series of deceptions made by what I now consider to be a disreputable company. When I called to question the one-night fee, I was told that the agent must have explained all that to me, which "*******" did not, and then the agent hung up on me. I would like a complete refund of what I was charged. This is an unacceptable way to do business and others should be aware of the risks of doing business with ************* Planner.

  

  Business Response

  Date: 07/15/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23593571
  
  I am rejecting this response because: we want the entire booking canceled without penalty and our full deposit refunded.  At no time during the booking of the hotel did this company indicate there was any penalty involved in canceling by two days before the start of the reservation.  In fact, the representative on the phone told me that I could cancel by Nov. 5 when I asked, without mention of any penalties. It was not even clear that I was talking to this hotel reservation company, because when I went online to the website for the ***************, my original choice, I thought that's who I was talking to because the picture of the hotel property prominently appeared. I felt I was clearly misled in booking this reservation at a higher rate.  Thank you for your assistance.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/17/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $566.20 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer Answer

  Date: 07/22/2025

   
  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.  Thank you very much for your assistance.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/12/2025

  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.

  This complaint concerns an unauthorized charge of $898.94 for a hotel reservation that was properly canceled and never used.On June 3, 2025, a phone call was placed to what was believed to be the **********************/I-***********************, located at ***************************************, to reserve a room for June 811, 2025 (Conf. No. ********; Itin. No. H11517793).On June 4, 2025, the reservation was canceled directly with the hotels front desk. A receipt confirms both the cancellation and that no stay occurred. Despite this, the credit card was charged $898.94.Upon contacting the credit card company, it became clear that the original call had not reached the hotel itself, but instead a third-party booking service. On June 13, 2025, a call was made to this company. The agent contacted the hotel and received verbal confirmation that the reservation had been canceled and the room was not used. The matter was escalated for a full refund.Follow-up calls were made on June 21 and June 26. In each instance, it was stated that the case had been referred to the escalation team, but no resolution followed.A text message was later received stating that a voucher had been issued. No voucher was ever requested. At all times, it has been clearly stated that a full refund to the original form of payment is the only acceptable ************* terms of service were provided at the time of booking. No email confirmation or documentation was ever sent. Despite assurances that updates would be communicated by email, no such emails have been received.A full refund in the amount of $898.94 is requested and remains overdue. Resolution is requested without further delay.

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,

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

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23590944
  
  I am rejecting this response because: The business is looking into the matter.  That is the same response that has been provided on each contact with out providing a full refund to the original payment source. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/17/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23590944
  
  I am rejecting this response because: The business is looking into the matter.  That is the same response that has been provided on each contact without providing a full refund to the original payment source. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/21/2025

  Greetings ******,

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $898.94 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/24/2025

   
  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:07/12/2025

  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.

  Similar to many other people filing complaints, I was misled to believe I was booking a hotel reservation with the hotel directly. It was not until I needed to cancel the reservation that I discovered it was booked with a third party. I booked the reservation in April and knew that I purchased refund protection. Since I do not travel much, I wanted to be safe since I was required to pay the entire amount of my stay. Due to an unexpected illness which required an ER visit, I promptly canceled the reservation. I canceled on Monday and check-in was supposed to be on Friday. I submitted the refund claim and a copy of the doctor's note. Every time I submitted something, the company would ask for additional things. The final request was for identification verification. This seems text book identity theft. I tried to talk with someone but you are never given the option to speak with a live person. THIS IS BAD BUSINESS! I was never informed that I needed to do any of these things when purchasing refund protection. The company should not expect customers to provide all of this information to receive a refund. It appears that I was given a refund of $63.08 on the day I canceled the reservation but not sure what that amount represents. After I canceled the reservation and realized I was not dealing directly with the hotel, I called the hotel to see if there was ever a reservation booked under my name. Apparently, there had been a reservation but they couldn't help me with the refund since it was booked by this third party. I would like my refund and do not want to continue getting the run around. I should not have to submit anymore information in order to get my money back. Please help.

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23590357
  
  With regard to the above complaint, I reject the companys response. I submitted the refund request and supporting documentation over a week ago. They took the total amount of my stay immediately upon booking including their refund protection fee.  The company was not transparent about being a third party when I booked my reservation and did not disclose that I would need to do any identification verification by providing copies of sensitive documents.  This is an unreasonable request. The refund is going back to a credit card. As a customer, I am not even given the option of speaking to a live person on their end.
  
  Please confirm receipt of this email.
  
  Thank you for your assistance.
  
  Sincerely,

  
  ****** *****
  

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  We can see that there is an open claim with Protecht. Please feel free to reach out if further assistance is needed, or if the claim is denied.
   
  Sincerely,
  ******* *********

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

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23590357
  
  

  Good morning,

  
  

  This company is not even making a good faith attempt at resolving this matter.  It appears they are not even reading the complaint.  Beware of this company! Their generic responses are further evidence that they do not care about customers or they arent legit.  Be better. The latest response is rejected.

  
  

  ******

• Initial Complaint

  Date:07/11/2025

  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 needed to book a hotel room for a conference I am attending, to receive the conference rate, I was told to call the hotel and not book through the hotel's website. I searched for the hotel's phone through ****** and called a sponsor result that appeared to be actual hotel. I spoke to a representative who told me he was was the booking service for the hotel, and that he was giving me the conference rate. He told me the cancelation policy was free cancellation until 11/30/2025, with a one night penalty for cancelations after 12/1/2025. After I completed the booking, I received the email with the reservation and realized I had not been speaking directly with the hotel, and that I had not received the conference rate ($294 per night versus the $490.66 per night, $1960.14 total I was charged) and that the cancellation policy had a one night penalty, which is not what I had been told prior to giving my credit card number. I immediately said I wanted to cancel and he told me he could not do that. I said why not, you said free cancelation until 11/30. He told me I had wasted his time and transferred me to support. I told him that this appeared to be a scam and I wanted my money back. I followed the links from the email and canceled the reservation. I also spoke to support who said they would need to submit a ticket to waive the one night penalty. I have received several emails with no information in them and no confirmation I will be refunded the full amount. I called the hotel directly and they have no record of a reservation for me. They made a reservation at the conference rate and did not require prepayment.I will misled into thinking I was authorizing the hotel to use my credit card payment for my reservation, not this 3rd party company, and I was told that I could cancel before 11/30/2025 with no penalty, but then told I would incur a one night penalty even though I canceled while still making the booking with the representative. I want my money back.

  

  Business Response

  Date: 07/14/2025

  Greetings *******, 

  Thank you for reaching out! I am pleased to inform you that a refund of $1,306.76 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23588718
  
  I am rejecting this response because: I was told I had free cancellation until 11/30/2025, I cancelled while still on the phone with the booking representative as I realized I had been lied to and deceived by him, as he pretended to be the hotel and never identified himself as Hotel Planner. He refused and yelled at me that I had wasted his time.

  Please refund the full amount charged of $1960.14 immediately.

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

  

  Business Response

  Date: 07/15/2025

  Greetings *******, 

  Thank you for reaching out! I am pleased to inform you that a refund of $1,306.76 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23588718
  
  
  I am rejecting this response because: I was told I had free cancellation until 11/30/2025, I cancelled while still on the phone with the booking representative as I realized I had been lied to and deceived by him, as he pretended to be the hotel and never identified himself as Hotel Planner. He refused and yelled at me that I had wasted his time.
  Please refund the full amount charged of $1960.14 immediately.
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 07/17/2025

  This company is consistently defrauding customers, there are literally hundreds of experiences just like mine on your website where the customer inadvertently called this company after searching for the hotels direct number, being lied to by the representative on the phone, charged an exorbitant rate for the hotel and then refusing to refund the money when the customer realizes theyve been scammed. Yet they gave an A+ BBB rating. Please tell me how I can get my money back.

  Customer Answer

  Date: 07/17/2025

  You've closed the complaint without pressing the business on providing a full refund? They need to refund me an additional $653.60, please reopen the complaint.

  Customer Answer

  Date: 07/17/2025

  Excuse me, the amount is $653.38.

  

  Business Response

  Date: 07/18/2025

  Greetings, 

  I'd love to help clarify! Please keep in mind that your reservation had a cancellation policy, I will provide it below! 

  CANCELLATION POLICY: Each room in this reservation is refundable with a penalty: Bookings cancelled before 12/01/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 12/01/2025, 6:00 *************** time).

  I am pleased to inform you that a refund of $1,306.76 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

   

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23588718
  
  I am rejecting this response because:the cancellation policy provided to me on the phone on 7/11/2025 was free cancellation until 11/30/2025. The cancellation policy you are saying applies only appeared in the email sent to me after I had agreed to free cancellation until 11/30/2025. It was a bait and switch tactic by your representative and I immediately informed him of the error while still on the phone with him. He refused to honor the cancellation policy of 11/30/2025 he had given me and now you are too. The hotel never had a reservation for me through Hotel Planner and Hotel Planner had a reservation in their system for less than 3 minutes. Please refund the additional $553.58 per the oral cancellation policy that was given to me of free cancellation until 11/30/2025 that was given to me at the time of my phone booking.

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

  

  Business Response

  Date: 07/22/2025

  Greetings, 

  I'd love to help clarify! Please keep in mind that your reservation had a cancellation policy, I will provide it below! 

  CANCELLATION POLICY: Each room in this reservation is refundable with a penalty: Bookings cancelled before 12/01/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 12/01/2025, 6:00 *************** time).

  I am pleased to inform you that a refund of $1,306.76 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23588718
  
  I am rejecting this response because: This is the same response ******* ********* sent on 7/18/2025.

  The cancellation policy provided to me on the phone on 7/11/2025 was free cancellation until 11/30/2025. The cancellation policy you are saying applies only appeared in the email sent to me after I had agreed to free cancellation until 11/30/2025. It was a bait and switch tactic by your representative and I immediately informed him of the error while still on the phone with him. He refused to honor the cancellation policy of 11/30/2025 he had given me and now you are too. 
  
  The hotel never had a reservation for me through Hotel Planner and Hotel Planner had a reservation in their system for less than 3 minutes. I have discussed with the hotel and they said Hotel Planner has bought this reservation at a discount and will now sell it to someone else. Please refund the additional $653.38 per the oral cancellation policy that was given to me of free cancellation until 11/30/2025 at the time of my phone booking.
  
  Deceiving consumers by pretending to be the actual hotel, never identifying the actual company you do work for and then changing the refund policy from oral communication to what is provided in writing is consumer fraud. I am also filing complaints with my state AGO and the FL AGO.

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

  

  Business Response

  Date: 07/25/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,960.14 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 08/07/2025

   
  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 satisfied only in that I got my money back after filing a complaint with my state's AGO. The BBB process closed my complaint as "Answered" before I received my full refund and I believe Hotel Planner is using illegal tactics to obtain money from consumers, and given the volume of complaints, only refunding a fraction of these transactions. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/11/2025

  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 am writing to file a formal complaint regarding what I believe to be a deceptive and potentially fraudulent hotel booking experience involving The ************* in **********, *********, and a third-party website, Hotel Planner.Last week, I attempted to reserve a room at the ************* in **********. I believed I was booking directly through the hotel's official website or reservation line. At no point was I clearly informed that I was being redirected or transferred to a third-party booking service. Only after the transaction was complete did I learn that the reservation had been processed through a site called Hotel Planner.I was charged for the booking but never received a confirmation number, email, or any proof of the reservation. When I called customer service, I was met with unhelpful representatives who were unresponsive and did not resolve the issue. As a result, I have no way to verify my reservation, make changes, or request a refund.This feels like a bait-and-switch tactic and, frankly, a scam. Consumers believe they are dealing directly with a known hotel brand and are instead unknowingly routed through a third-party site with little to no accountability. There is no transparency in the process, and no reliable way to seek help once the transaction is complete.I am requesting that the Better Business Bureau investigate this matter and consider issuing a warning to consumers about this deceptive practice. Additionally, I am seeking assistance in obtaining a full refund for a service that was never properly confirmed or fulfilled.Consumers deserve to know when they are being directed to a third-party booking service, and the lack of transparency in this case is unacceptable. I hope swift action can be taken to prevent others from falling into the same situation.

  

  Business Response

  Date: 07/14/2025

  Greetings, 

  Thank you for reaching out! Attached is a PDF showing the confirmation for your reservation, but please keep in mind that once a reservation is booked, it cannot be modified. We can cancel your current reservation and rebook a new one with the new information, please be aware that your current reservation may have a cancellation policy. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23587231
  
  I am rejecting this response because I am writing to report deceptive and misleading business practices by the company HotelPlanner. This complaint stems from a recent experience I had while trying to book a room at the ************* in **********, *********. The response to the complaint does not address the larger issue.

  
  When I searched online for the hotel, I believed I was on the official Baymont website. The booking process did not clearly state that I was being redirected to a third-party service. I completed the reservation and submitted payment, still thinking I had booked directly with the hotel. Only afterward did I learn that the reservation was processed through HotelPlanner.
  
  I never received a confirmation number, email, or any form of documentation. When I contacted customer service, I received no help and no resolution. I later spoke with the manager at the *************, who told me that this issue happens frequently. He said many customers are confused and upset after finding out their reservation was not made through the hotels system.
  
  This kind of setup misleads consumers and creates a false impression of legitimacy. It is not acceptable to design a site that gives the appearance of being the hotels official booking page without clearly stating otherwise. Consumers deserve to know who they are booking with before they provide personal or financial information.
  
  I believe HotelPlanner should be held accountable for these misleading practices. I am asking the Better Business Bureau to investigate and take appropriate action. This kind of behavior hurts consumers and undermines trust in online bookings.
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/15/2025

  Greetings,

  Thank you for reaching out! Attached is a PDF showing the confirmation for your reservation, but please keep in mind that once a reservation is booked, it cannot be modified. We can cancel your current reservation and rebook a new one with the new information, please be aware that your current reservation may have a cancellation policy. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23587231
  
  I am rejecting this response because: It does not address the fact that the business uses false pretenses to lure customers in. This is not something that this company can resolve. This is firmly in the hands of BBB and I will be calling state lawmakers about this as well. It is a misleading and fraudulent business practice, and this company does not provide appropriate documentation unless under threat from the BBB.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/11/2025

  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.

  I am filing this complaint in an effort to receive a refund that has been pending for over a month. I made a reservation for ************ by ******** in ************** for the dates May 31st to June 7th. I believed I was booking directly with the hotel, as I called what I thought was the hotels direct number. However, I unknowingly ended up speaking with a representative from a third-party company, HotelPlanners.com.Following our stay, ************ confirmed that a refund was issued, and that the funds were sent back to *****************, the third-party agency that processed the booking. We have documentation from the hotel verifying this refund.Since then, I have made multiple attempts to resolve this matter with ***************** via phone and email. Despite these efforts, including escalating the issue to a manager named ******* ********* there has been no **************************** continues to send vague responses, stating the case is with the Escalation Team, but we have received no follow-up, no clarity, and no refund. It has now been over a month, and the lack of accountability and transparency is deeply concerning.I am seeking a full refund, which is a significant amount, and Im requesting immediate action to resolve this issue.

  

  Business Response

  Date: 07/11/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

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

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23585311
  
  I am rejecting this response because as it is the same generic update I have been receiving for the past month.
  
  Since July 8th, I have been told that the issue is with the Escalation Team, yet there has been no meaningful follow-up, no resolution, and no refund. Simply stating that it is being looked into is not acceptable at this point.
  
  I am requesting clear and detailed information on the current status of my refund, including:
  
  What specifically is causing the delay.
  What steps are being taken to resolve it.
  A concrete timeline for when the refund will be processed.
  
  I have already involved the hotel, who confirmed the refund was issued back to *****************, so the responsibility now lies fully with your team to complete this process.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/15/2025

  Good Afternoon *****, 

  I come bearing happy news! I am pleased to inform you that a full refund of $2,321.77 has been issued back onto the card used to 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, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 07/15/2025

   
  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:07/10/2025

  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.

  Today is July 10, ******* mid April 2025, I asked HotelPlanner.com to refund my reservation for *************** for myself, ********, ** Reservatio Number H-11021129 for date 5/10/25, This was a one overnight stay. Cost $323.58. HotelPlanner.com will not refund my monies although I was on time to cancel. I called numerous times and was told the issue was escalated but when told they would call me back, HotelPlanner.com Administration did ****** Bank, Navy Federal tried through their ******************** also attempted to request refund. Unsuccessful attempts.I called on 5-13-25. No response.On 5-23-25, I spoke with Jovi. Same story. No refund.On 5-27-25, I spoke with ***** who also contacted the Escalation Team. No response.On 5-29-25, I spoke with *****. I responded to email per their request for the name of the person at the front desk of The *********** who proved I did not use the reservation, ie, Sheva, Hotel *** @ ************. No response from HotelPlanner.com.On 6-2-25, I spoke with *** @ 2:50pm. Supervisor will call me in an hour. Return call not received.On 6-6-25, I spoke with ***. They said give us 10 days that I would receive my monies within 10 days, no later than June 17, 2025.Any emailed response was general without any confirmation that I would receive refund.I work hard for my money and would so appreciate whatever you can do to help me recover my $$.HotelPlanner.com can easily refund my money through my credit card.Thank you and Sincerely,***** **** ******, BSN, RN ************ ***************************

  

  Business Response

  Date: 07/10/2025

  Greetings,

  Thank you for your response and for 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. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.

  1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of the card
  Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

  Kindly,

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

• Initial Complaint

  Date:07/10/2025

  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 a direct number for a hotel reservation. I was, without any notice at all, transferred to this company. At no time was I made aware of this. After booking the room, I found more reviews and they were awful including lots of photos of cockroaches. I decided to cancel, as my stay is a family one with 2 small kids. After submitting the request, I received an email with a partial refund. In fact, only half of the amount. It is also in the form of a credit. I want a full refund and not in the form of credit. At no point was I ever made aware of who I was doing business with and this is not a company that I want to use given the sneakiness of their business model.

  

  Business Response

  Date: 07/11/2025

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,

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

  

  Business Response

  Date: 07/21/2025

  Hello *******, 

  I come bearing happy news! I am pleased to inform you that a full refund of $371.02 has been issued back onto the card used to 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, feel free to reach out to me personally at ***************************************************!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 07/22/2025

  Hello *******, 

  I come bearing happy news! I am pleased to inform you that a full refund of $371.02 has been issued back onto the card used to 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, feel free to reach out to me personally at ***************************************************!

  Kindly, 

  ******* Planelles