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: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,
  
  *************************************

• Initial Complaint

  Date:08/08/2023

  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 requested a full refund for my upcoming reservation and the agent gave me a vocher instead of a refund. Once he told me this, I told him I did not want a vocher, I wanted a refund. He then put in a ticket for this request and nothing has happened. I contacted them 3 times about getting my refund and they just keep saying they will pout **** ticket and someone will contact me, but no one has contacted me. I spoke with a manger this ****** (*******) and received the same runa round and no refund. This really feel like a scam and I would like to report them to the BBB so this does not happen to others. I would like a full refund of $342.99 issued to my credit card.

  

  Business Response

  Date: 09/14/2023

  Hi *****,

  The reservation was refunded on August 8th, 2023. Please let us know if you need any further assistance by contacting us at ***************************** 

   

  Sincerely,

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

• Initial Complaint

  Date:08/08/2023

  Type:Order 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 nonsmoking room at a hotel/casino in *********. The hotel lobby was full of smoke. The hotel hallways upstairs away from the casino engulfed in smoke. THE ROOM ITSELF smelled like smoke. As someone with severe asthma, I struggled to breathe. My friend with smoke allergies and sensitivities had multiple nosebleeds and coughed up blood. We leave the hotel. The hotel was cooperative and apologetic. HotelPlanner offered a 1 year voucher as a resolution and requested J waive all claims. I refused the voucher and asked for a full refund. Now, herein lies the problem: I booked the hotel for approx. $760 but I was charged nearly $2600. I go to my bank and explain the situation. The banks advice was to deactivate the card because of the unauthorized upcharge and ask for the remaining portion of the refund to be sent as a paper check. Now a month later, I am still trying to get the remainder of the full refund. HotelPlanner has given a partial refund (as theyve admitted it to be) for $760, but they refuse to refund the remaining money. I have asked for a check to be sent to my address. They also say that sending checks is not in accordance with their policy. Is charging people over double the amount authorized part of their policy because they did that very well. The card was deactivated by the bank due to the unauthorized upcharged i.e. potential fraud. Now HotelPlanner refuses to refund the unauthorized upcharge, but in the event that there is a change of heart, theyre saying I still cannot get my money because they dont send checks, ultimately leaving me without recourse.

  

  Business Response

  Date: 09/14/2023

  Hi Journee,

   

  The total charged is two different reservations. The booking for ******** was fully refunded but you rebooked for The Westin and disputed this reservation as fraud. The dispute is still pending please contact ***************************** to follow up on this dispute status.

  Sincerely,

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

• Initial Complaint

  Date:08/08/2023

  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 hotel planner to book 2 room for july 8 and she reserved the first room but while she was reserving the second room she told me that there is no more room available so I request her to cancel the first room that she reserved since I needed 2 rooms and she told me that the reservation has been canceled but unfortunately I was fully charged $322.75 for the service I never received. When I called hotel planer to be refunded they told me that I was never charged by them or the hotel . I send them my **** statement that shows that I have been charged. Then they lie to me that I never canceled the reservation I send them my call log as a proof that I have called them 11 times that day then now they are Lieing to me again by telling me that I was never charged by them or the hotel .then I called the hotel and they said they have charged me $322.75 because the reservation was never canceled by hotel planner.I have called hotel planner 10 times and have emailed them but they are keep Lieing to me and refusing to refund my money. Im very disappointed with their services as they are making me to pay for their mistake.

  

  Business Response

  Date: 09/08/2023

  Greetings,

  Thank you for reaching out to us. The guest was charged for their reservation by the hotel directly - we have refunded the guest on our end for the service fee that was charged ((Refunded($11.01))). The guest will need to follow up with the hotel for the refund request as the hotel was the billing party for the guest reservation - they booked a "*************" reservation. 

  Regards,

  HotelPlanner

• Initial Complaint

  Date:08/07/2023

  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 contacted who I thought was Motel 6 online and reserved a hotel for one night at $139.99 plus tax. Once the transaction was completed, I received a receipt for $212.01. I called them immediately and was told that the extra $72.01 charge was for tax recovery and fees. I asked for a breakdown of these charges and was told I could not get this receipt. I was told if I cancel the reservation I had just made ten minutes prior, I would be charged a 25% of the total. I asked to speak with a supervisor and was told no one was available. She did say that her name was ******. She would not give me a receipt and she would not tell me how much I would receive if the room was canceled. I asked for their website and she said they didnt have one. I asked for the company name and she stated, We make reservations. She refused to tell me what company just charged me $212.01!! Then, she hung up on me. They are very deceptive through the contact in a ****** search by making people believe it is the hotels website page and continued to be deceptive by not providing a receipt of the transaction, refuse to tell me the name of the company who overcharged me, refuse to let me speak with a supervisor, and denied they had a website.I found out that it was HotelPlanner.com who overcharged me. I called again to speak with a supervisor and was told by *** that a supervisor was not available. At this point, these people have my credit card information and I believe it is a scam. I contacted my credit card company and am going to dispute this charge once it is no longer pending. I will never do business with these people! To not know the charges I am being charged makes me believe they are charging whatever they want. To charge 50% of the cost of the reservation should be illegal. Even loan sharks give a better deal! I tried my best to resolve this but I truly believe this company is scamming people and should be reported. Thank you for taking time to read this. Best regards.

  

  Business Response

  Date: 08/07/2023

  Hello,

   

  Please be aware that all information pertaining to taxes and fees, as well as the cancellation policy is fully disclosed before you ever complete your booking on our site. 

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

   

  When you canceled this booking, as a gesture of good will, all funds that were being held were released. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for the Baymont by ******* on July 18th for that evening. As my family as I were getting ready to got to bed that morning at like 1 am we noticed a bed bug on one pillow with a baby bug larvae next to it. We took a picture and packed up all of our stuff. I went down to the hotel desk to express my concerns about the health and safety of this hotel room. I made sure the guy at the front desk new about the bugs and that we would be leaving as soon as possible. They said the refund would take 3 days. 3 business days later there was still no refund for this hotel room. So I called the Hotel Planner Reservations and they said they would investigate it further and refund me in 10 business days. I called them again on July 31st and checked with them on my refund. They said the ticket was marked as Solved even though the agent who helped me had no information on how it was solved or why I didnt get a refund or when I could get me refund. So she re submitted the ticket to see what they could do. She didnt give me a time frame but just said wait for an email from us. So I have been waiting for far too long and they need to refund me for the bed bug hotel room that we had to leave at the middle of the night. This Hotel Planner ******************* is a rip off jack *** service. Its almost fraud that calling the ********** to a third party reservation company. They need to be professional and just refund my money.

  

  Business Response

  Date: 08/03/2023

  Hello,

   

  We are so sorry about any inconveniences you may have suffered at the hotel. This booking has been fully refunded. 

   

  Please reach out to me at ******************************** if you have any further questions or concerns.

   

  Regards,

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

• Initial Complaint

  Date:08/01/2023

  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 called the *************************** ************************** ****** and asked specifically if my truck could fit in their parking garage. The guy who took my reservation put me on hold to check, and returned to say yes the parking entrance was 8feet tall to accommodate my truck, so I booked the hotel stay with them that day for that night. I went to put my truck in the parking garage and it wouldnt fit because the opening was only 7 feet. So they tried to find me another sister hotel that could accommodate me, but could not. So I never checked into the hotel and canceled the reservation to which the Hyatts reply was that I wouldnt be charged for the room. I never got refunded on my credit card for that charge. So I got ahold of this third party hotel reservation service who actually charged my card. I asked why I didnt get a refund and they said they couldnt give me a refund without first checking with the hotel. So they put me on hold and said they called the *********** and the worked **** said it was too busy- to call back later. So I filed a ticket with this company to investigate the charges and request a refund. But then I also called the Hyatt and told them about the frustration and ****** from the Hyatt said no one named **** worked there, but that she saw the reservation was canceled and was happy to speak with the third party hotel reservation service to get me my refund. So I called back this reservation Hotel Planner again, and they didnt want to call the Hyatt to verify anything, after much persistence the agent agreed to call ****** at the Hyatt to process the refund. She put me on hold and said she called and spoke to ******, but that they still couldnt give me a refund, but they would look into it. I have called so many times to sort this out and be refunded my $592 but to no avail. This Hotel Planner third party service is nothing but a fraudulent business with no professionalism.

  

  Business Response

  Date: 08/03/2023

  Hello,

   

  We are so sorry to hear about the inconveniences you have suffered. This has been fully refunded. 

   

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

   

  Regards,

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

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is from a hotel stay from July ****, 2023 for an educator workshop in **********, ** that was booked through hotelplanner.com. I prepaid $539.43 (only way to obtain the lower rate). The (not itemized) tax recovery and fees totaled $82.47. When checking in, I presented the hotel (Fairfield ************* my ** school district's ** Hotel Occupancy Tax Exemption form. I understand that it is only the ***** hotel tax that can be exempted. On July 12th, I double checked with the hotel to make sure the exemption would be applied and was told that because I booked through hotelplanner.com and not through the actual hotel, the hotel could not apply the exemption and that I would need to contact hotelplanner.com. On July 12th, I called the customer service line and was told to email customer service to request the exemption. I also provided a letter from the hotel explaining why they could not apply the ************** replied "when you booked your reservation, you agreed to the listed rate. We cannot change the rate once the reservation is booked and utilized." I replied to A.G., that I saw in the notes on my confirmation email about the ***** but not any info. about the tax exemption denial. I asked for where in their policy online was the info. about not being able to provide the tax exemption upon booking. I also attached a completed hotel occupancy tax exemption from my district.On July 13th, C.M. replied: "We understand your inquiry about getting the tax exemption, however, this booking was made online that was disclosed the taxes and fees for this reservation. Please be advised that we do not offer or have the option for tax exemption."On July 14th, I received a final email from G.R.: "Thanks for taking the time to reply back, dear guest! We really do apologize for any experience you have faced, we understand that probably that was not the response you were hoping to hear"As a resolution, I would like a refund of the state hotel tax.

  

  Business Response

  Date: 08/03/2023

  Hello,

   

  We are so sorry about the inconveniences you have suffered. When needing a tax exempt room, you must contact the hotel directly by calling the number found on the hotels website. 

  Because this was a prepaid reservation, we charge everything upfront and we do not get refunded even if you present a tax exempt form. As a gesture of good will, we have refunded you for the state tax. Please allow up to 10 business days to see that reflected to your account.

   

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

   

  Regards,

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

• Initial Complaint

  Date:07/29/2023

  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 booked a ********* hotel with hotel planner. I have been trying to reach them since July 11th to resolve two issues:1. We were without internet for 3 days and were supposed to be credited our resort fees.2. When I booked the room my confirmation from hotel planner said I would owe 165 ******** at time of check-in. I assume this was for the resort fees, which was $25 US per night. I was charged $194 ******** and I dont know why. I have requested a callback from hotel planner and emailed, their response was that I was credited $100 US by the hotel. I was not - I received $34 ******** from the hotel which is equivalent to one nights resort fee. So, why was I charged more than $165 CDN in the first place and why would I only credited one night resort fees?Every time I submit a contact request hotel planner responds with erroneous comments. At one point they werent even referring to my reservation number anymore. *** received a few calls, however strangely enough, the call disconnects after ringing once, or I answer and I am hung up on as soon as I say hello. It has been absolutely impossible to communicate with anyone from this company. I have tried calling three times and each time I was on hold for more than 45 minutes before I hung up. I want a receipt at the very least to show me the history of charges and credits on my account. I am owed money and nobody is listening to my concerns.

  

  Business Response

  Date: 08/03/2023

  Hello,

   

  If you are looking for a refund of the resort fees, you must call the hotel directly. Their phone number is,  **************. By the screenshots you provided it looks like you were charged a resort fee, and an incidental fee. None of those charges came from ************.

   

  We are unable to refund your card for the resort fees as we were not the merchant on these charges. We are sorry for any inconveniences that you may have suffered.

   

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

   

  Regards,

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

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20395247
  
  I am rejecting this response because:

  email to *****************************

  ******, 
  Would someone who can actually resolve this issue with some level of understanding contact me?
  
  I dont know if anyone keeps contact notes on a clients files, but I have been trying to speak with somebody directly since July 11. It is utterly impossible to connect. Trying to resolve matters via email takes you down one rabbit hole after another, as each person gives you a different response because they dont accurately comprehend the issue.
  When I booked through your site I was told I would be charged $165 ******** for resort fees at the property. I was charged 195 CDN. This is what hotel planner was to be looking into for me. Hotel planners response was that I received a credit of approximately $100 US. I did not receive this. I dont know how many more ways I can explain the situation to anybody who will actually listen.
  
  This is a Hotel planners problem because it is this site that told me I would pay $165 ******** for resort fees at the resort itself. Not $195 ********.

   

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

  

  Business Response

  Date: 08/03/2023

  Hello,
  
  I am the one that resolves these complaints with competence. I am happy to answer your questions in a clearer way for you to understand.
  
  As I said, the hotel is the merchant on this charge (the screenshots you provided). The information we had given you is information from the hotel. We do not have control over the fact they did not update their price.
  
  Each time we have contacted the hotel, we have been advised they already refunded your card. With it being international it may take a little more time, but that depends on your banks processing time.
  
  If you would still like a call, let me know as I have to adjust my schedule to make phone calls.

  Regards,

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