Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2025

  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.

  Subject: Complaint Regarding Unauthorized Charge for Hotel Reservation Dear BBB,I am writing to file a complaint regarding an issue with a hotel booking through ************* and *************************************I work at *************************, and I won a certificate for two free nights at ************************* On July 22, I attempted to make a reservation at ******************* hotels . When I tried to book, I was redirected to Hotel Planner website, which charged the full amount to my credit card immediately once I entered my card ********** the hotel, I was told that I only needed to present the certificate for the two free nights, and the money should have been refunded. However, when I checked in, the hotel refused to refund me and told me that Hotel Planner had taken the payment. When I contacted Hotel Planner, they told me to speak with the hotel instead.This situation is unfair and misleading. I was never informed that Hotel Planner was not directly part of the hotel, and I did not authorize them to keep the payment. They charged my credit card without my proper consent, and now both the hotel and Hotel Planner are refusing to take responsibility.I respectfully request that the full amount be refunded to my credit card, as I had a valid certificate for the two free nights and the charge was not authorized properly.Thank you for your time and assistance.Sincerely [***** ******)

  

  Business Response

  Date: 09/18/2025

  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 

  
  

  

  Business Response

  Date: 09/24/2025

  Greetings, 

  After reviewing the case, we see that the reservation was made online, therefore the prepaid booking was agreed with. Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  If the certificate is still valid, you can make a reservation directly with the property! 

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

  

  Business Response

  Date: 09/29/2025

  Greetings, 

  After reviewing the case, we see that the reservation was made online, therefore the prepaid booking was agreed with. Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  If the certificate is still valid, you can make a reservation directly with the property! 

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

• Initial Complaint

  Date:09/16/2025

  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 8/22/25 I called to make reservations for a room for 2 nights in September for the Moose convention at ********* in ***********, Mo- thought I was calling the hotel directly. We had been told there was a special room rate for the ************ I told the phone *** that he told me they were already gone and the only room available would cost $476.52 for the 2 nights and it had to be paid in full to reserve the room. I went ahead and paid to make sure we would have a room. After talking to our director at the Moose I was told that the rooms should have been ****** a night and there were plenty of them left. The next day I called the hotel, they cancel the previous reservation and booked us under a new one with the correct pricing and took a credit card number to hold the room. He said I should have not had to pay up front and since he canceled that reservation, I should be getting a refund. On 8/28/25 I called the number on the confirmation that I received for the first reservation and asked about the refund. I was told I should get it within the next 5 to 10 days. It is now 9/16/25 and I still have not received my refund. I called again today and was told the refund was in process since 8/28 and that they would check into why it had not gone through yet and that I should see it within the next 10 days! I asked to speak to Supervisor or Manager and she said I can just work with her and she would help me. I said your not helping me and I want to talk to Supervisor or Manager cause I am not waiting around 10 days to get my money. She said someone would call me back within 1 to 2 hours. I have not heard anything from them as of yet. This place is a rip off and they should not be allowed to do business.

  

  Business Response

  Date: 09/16/2025

  Hello *****, 

  We appreciate your patience! I am pleased to inform you that a full refund of $476.52 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 

• Initial Complaint

  Date:09/15/2025

  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.

  Complaint to Better Business Bureau Date: September 15, 2025 Consumer: *** and ***** ********* Email: ***************** Business: HotelPlanner.com Issue: Unrefunded charge for canceled hotel reservation On June 21, 2025, we made a reservation through what we believed was the *********** in *********, ** for two rooms for July 1819, 2025. The total charge was $535.71, billed to our Nordstrom credit card. A day or two later, we canceled the reservation directly with the Comfort Inn, who confirmed the cancellation and provided reference number 58169109.However, when we received our credit card statement (covering June 11July 11), the charge had not been reversed. Concerned, we contacted Comfort Inn again, who confirmed the cancellation. We then reached out to ********* ************* to report a possible fraudulent charge and canceled the card as a precaution.Later, we discovered that our original booking had been made through HotelPlanner.com, not directly with Comfort Inn. We contacted ************ customer service, explained the situation, and requested a refund. They acknowledged that the reservation had been canceled in a timely manner and offered a voucher instead. We declined, as we simply want our money refunded.HotelPlanner then stated that because we had initiated a dispute with our credit card company, we needed to provide proof that the investigation had been dropped before they could proceed. We submitted the requested documentation on August 8, 2025, and have followed up multiple times sincewith no response.We feel this delay is unreasonable and unfair. The reservation was canceled promptly, and we have provided all requested documentation. We are asking the BBB to assist in resolving this matter and help us obtain a full refund of $535.71.Thank you for your attention to this matter.Sincerely, *** and ***** *********

  

  Business Response

  Date: 09/16/2025

  Hello *****, 

  Thank you for reaching out! I am pleased to inform you that a full refund of $535.71 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: 09/17/2025

   
  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:09/15/2025

  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 booked a room with hotelplanner.com and was quoted a total for the room, tax and fees of $159. the actual amount I was billed was $294.96 for the room. I contacted them by phone and they agreed to refund the difference within 10 business days. They did not do this, so I contacted them again by phone and they said that the refund was authorized and asked if I was seeking a full refund, to which I replied that I was only asking for the difference between what I was quoted and the amount I was billed, $295 - $159 = $136. On 8/15 I received a refund of $58.99, $77 less than the amount agreed upon. I again reached out to them and they said they would again review it, and after reviewing it said they would issue me a discount (in the form of a voucher) for another booking in the amount of $58.99 within the next 2-3 business days. It has been 2 weeks and no voucher. I gave them every chance and they have failed to do what they said they would do, and I had to remind them every time of this. I just want the remainder of the agreed upon refund ($77) refunded to me as per our original agreement. Thanks

  

  Business Response

  Date: 09/16/2025

  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: 09/17/2025

   
  Complaint: 23886126
  
  I am rejecting this response because: I am rejecting this response to keep the case open because the businesses' response did not include a resolution.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 09/18/2025

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that a refund 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 ******************************************************************!

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23886126
  
  I am rejecting this response because: The business had said I had been issued a refund to the card that was originally billed, (I called them to confirm the amount of $77). They had stated in their reply to this email that it would be visible to me within 2-10 "Business days". I checked with that card company and no refund was sent to them. I'm pretty sure HotelPlanner.com support team is aware of the fact that BBB automatically closes the complaint after 10 "Calendar" days (possibly hoping my complaint would automatically close). If the credit is applied I will close the complaint, but they have failed to do what they stated every time, so I will await further options.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/15/2025

  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.

  The original transaction was on June 6, 2025 for an upcoming hotel stay on September 22 and October 4th. I paid for 2 rooms for 2 nights for a total of $987.78 (449.87 + 537.91)I received no confirmation email confirming the rooms. I called the hotel and sent an email asking for a receipt and confirmation on June 27th. Receiving an automated response stating that they were in the process of reviewing the matter. Between 6/27 and 8/29 I asked 8 times for confirmation emails stating what I booked. As I was not sure that they in fact had me room. On 8/13 after receiving the same automated response. I had no choice but to book with another hotel. On 8/29 i received confirmation from "Travel support" That my rooms were booked an a receipt was sent showing the type of room and how much was charged. At this point I am now booked with another hotel and so I tried to call and explain my situation again to the hotel and they said there is nothing they can do as it was booked through a 3rd party. I booked directly through their website and undenounced to me it directed me to a 3rd party agent. I spent all day calling around to find out how to cancel and or turn in the insurance that was bought with my original purchase only to be told that there was nothing anyone could do. Summery:Booked 6/6 for future travel via Quality inn and suites ********** YT. through their website in which directed me to a 3rd party booking agent. Bought travel insurance while making reservation Asked for confirmation and receipt for payment for over 2 months Booked another room in case they didn't have my reservation Tried to cancel several times. Calling hotel, tracking down 3rd party booking agent only to be told no. Tried to use insurance to be declined. I would like my room cancelled and my money back.

  

  Business Response

  Date: 09/16/2025

  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: 09/17/2025

   
  Complaint: 23886056
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/15/2025

  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.

  Booking for *********** ****** ******************************************************************************************************************************* date of stay 9-6 thru 9-7-2025 paid ****** use on Aug ******* Itinerary ********* Amenities that were included made us book there but when we got there the hotel had changed names and was under construction with a different name, without the amenities we needed. There was construction there and nobody at the front desk but a note with a phone number. When a person came they told me the pool or breakfast wasn't available. The customer service was name ****, and she didn't understand why I was calling. She hung up on me twice and then continued to claim I was canceling so I would not get a refund. I told her to book us at a different Hampton which I had to give her the address and phone number for and she called back claiming that it did not exist. She would not give me an escalation number but said the only thing we could do was cancel. I have sent several emails to Hotel planner in regards to refund and they continue to stall me, asking over and over again for the same details. We just want our money back. We also paid for reservation protection but was the day of check in that we found out the issue. The place had windows with plastic and lamps,lanpshades on the front tables, new fridges in plastic waiting to be installed. What I guess was no air conditioning was hot in the foyer. It was not what we had booked. We know the Hampton name and have stayed at that same one before so we knew what to expect, it wasn't any of that. I can forward the receipt but I tried to attach it and I don't know if it ********** sitehttps://********************************************************************************************************************************************** new linkhttps://www.hotelplanner.com/Hotel/HotelRoomTypes.htm?hotelId=40959&idTypeId=0&inDate=09/15/25&outDate=09/16/25&NumRooms=1#content was not this way the day we booked ie: screenshot hotel

  

  Business Response

  Date: 09/16/2025

  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 

  

  Business Response

  Date: 09/22/2025

  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, 

  ******* Planelles 

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23885561
  
  This is not acceptable because I called my bank and I have no claim against them. When I called my bank they will not send anything because there is nothing to send. There is no claim against them. I have told them this and my bank says they will not address this because it does not exist. It is a ploy for them not to pay me back. Bad business practice and ridiculous. 

   

  **** ****
  

  
  
  

  

  Business Response

  Date: 10/06/2025

  Greetings,

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kind regards,

  **** *******

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23885561
  
  As I said before, no this is not acceptable because my bank has no record of a dispute so they will not deal with it. These people are running me around and that is why I contacted you. This business owner is or has not given me the service I paid for and is letting people think you are getting a Hampton when I was getting something totally different. No amenities that I had paid for. By the time we got home their web page had changed but the day of check in it wasnt what I had purchased.
  

  
  

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

• Initial Complaint

  Date:09/15/2025

  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.

  On 9/6/25 I booked a room online from Hotel Reservation out of *************** **. for a 4-night motel reservation at a price of $147.74 per night plus $77.02 fee for what should have been a total of $667.98. When checking my Credit card statement, I was billed $899.02. After contacting the company and complained about them charging an undisclosed fee they gave a refund of $134.85 instead of the $231.04 I should have received. After cancelling the reservation, I was only refunded $539.41 instead of the full balance owed

  Customer Answer

  Date: 09/15/2025

  Since the original complaint was filed, the business has made a full refund.

   

  

  Business Response

  Date: 09/15/2025

  Greetings ****, 

  I come bearing happy news! I am pleased to inform you that an additional partial refund of $224.76  was issued back onto the card used to purchase your reservation for a full refund of $899.02 (the full cost of the 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: 09/15/2025

   
  Better Business Bureau:

  
  Since the original complaint was filed, the business has made a full refund.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/14/2025

  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.

  TRAVELLERS BEWARE! This third party booking company's practices are predatory and non-professional. DO NOT BOOK with this COMPANY. My experience is the same as reported by many victims already. My negative experience happened on 8/19/2025. I made four reservations at ~6PM, went to a business dinner, came back three hours later and found that the full amount for the reservations were charged to my card. When mating the reservations, their representative advised that my card would HOLD the four reservations, not that that they would charge my card instantaneously. I immediately called to cancel. Was advised they have a strict policy that they can cancel but there is a one night penalty fee for each of the four reservations. I did receive four partial reservation refunds and did squeeze out one full refund, but since escalating this at least six times, they still will not provide a full refund for the three remaining cancelled reservations. All other booking companies I have dealt with for personal and business travel provide FREE cancellation with a minimum of 24 hours notice or up to the day before arrival, but Not These Guys. They duped me by having their booking add blended in with the hotel I wanted to make a reservation for by using the same area code and by answering my call with saying they were the hotel I was calling. Total Lie. I have already alerted my company's corporate travel group and legal team regarding this company and their practices.

  

  Business Response

  Date: 09/15/2025

  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,

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

  Customer Answer

  Date: 09/18/2025

  Hello,

  I did receive notification from ***************** on Monday, 9/15, that they will issue full refunds to the three reservations in question.  They advised it would take 2-10 days for the funds to return to my corporate card. 

  Wanted to advise that I will reply / remove my complaint once the credits actually do go back to my card.  

  If the funds do not appear by the end of the 2-10 days, I will resubmit my complaint noting the delay in repayment.

  Thanks for your help.  

  *** *****

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23883671
  
  

  Hello,

  I did receive notification from ***************** on Monday, 9/15, that they will issue full refunds to the three reservations in question.  They advised it would take 2-10 days for the funds to return to my corporate card. 

  Wanted to advise that I will reply / remove my complaint once the credits actually do go back to my card.  

  If the funds do not appear by the end of the 2-10 days, I will resubmit my complaint noting the delay in repayment.

  Thanks for your help.  

  *** *****

  

  Business Response

  Date: 09/20/2025

  Greetings ***, 

  I come bearing happy news! I am pleased to inform you that a full refund of $553.80 has been issued for reservation #H12406553, along with a full refund of $556.50 for reservation #H12406482, and a full refund of $513.77 for reservation #H12406496. Please allow 2-10 business days for the refunds to visible to you on the card used to purchase your reservations. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************! 

  Kindly, 

  ******* Planelles 

• Initial Complaint

  Date:09/14/2025

  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.

  On 91/12/2025 I was searching for hotels in an area I will be visiting in October. After looking at availability and price options I did a search for the specific hotel I wished to make a booking for. I selected what appeared to be the hotels own website and completed the booking process. There was never any reason to believe I was not on the ********************* reservation page. Upon review of my receipt, the math just did not seem correct. Upon closer examination, the bill was about $400 more than when I had originally looked at this hotel. It was all in "Taxes and Fees". The room rate was identical to what I had reviewed previously. I called the service number and still thought I was dealing directly with the hotel. The person I spoke with never indicated otherwise or identified a different company. They simply robotically repeated their cancellation/refund policy and would not transfer my call to a supervisor. I then called the hotel directly and found out that the reservation was made through a third party. I cancelled the reservation and called back to request a full refund including the "Penalty of one nights room plus taxes and fees. They said they could only pass a request on and it would take several days for a response. The receipt does not indicate who they are, their name only appears under Global Privileges, free tickets to a Hotel Planner Tour golf event. The bottom line is this was a deliberate deception. Any other third party booking site I have ever used is clearly indicated plainly on their websites. It appears from the many complaints I read that many others have experienced the same deception as I have. With the number of filed complaints against this company I saw I wonder how the BBB can give this behavior an A rating. The company needs to make a refund in full. I will also be filing a complaint with *******/Fairfield questioning how they can allow a business using camouflage and deception to be allowed to book reservations for them.

  

  Business Response

  Date: 09/15/2025

  Good Morning Mark, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,225.40 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: 09/17/2025

   
  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:09/14/2025

  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.

  Sept 6 thru 8th, when booking hotel, we discovered that we were not dealing with the hotel itself. We asked for the hotel number and were given a number which we called, and booked our rooms. on the 4th we had several medical issues in the family and were forced to cancel. It was at this point that we were told that we had booked through Hotel Planner; we never use anything other than booking through the Hotel itself. In speaking to a representative of hotel planner, I was told that we could not receive a refund, but instead a voucher we could use later on which I feel is satisfactory.I have yet to receive said voucher.

  

  Business Response

  Date: 09/15/2025

  Greetings ******, 

  I am pleased to inform you that a voucher for the amount of $145.98 was sent to the email address ******************* ". Please check your spam or junk folder as well, if you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles