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:07/19/2023

  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.

  H6782843 Unknowingly booked hotel with 3rd party company (hotelplanner.com)for 5 nights 7/21/23 - 7/26/23 at ********************************** ** . I believed I was booking with hotel directly. I was charged ******* for the room and then another ****** in fees. To my astonishment, the fees were over 50% of the hotel room price. Although I asked for a detailed invoice of these fees, I was not provided one. The invoice I reveived showed that in my fees that I was being charged, it included an "extra person" fee of ***** per person per night. This amounted to an additional ****** included in the fees. However, when I contacted the ** at the hotel, they said they don't charge a fee for "additional people". I tried to resolve thru lodging support, but all I received was ***** and continuous response that they contacted the hotel and hotel would not waive the fee. I contacted ** at hotel again and was informed that no one had ever contacted them. I am asking for a refund of the "additional person" fee along with a detailed invoice of the Tax Recovery Fees that I am being charged. To charge fees that amount to more than 50% of the hotel room is outrageous and unfortunately, I didn't understand this is what I was being charged. However, to also charge a fee that even the hotel doesn't charge is just not right.

  

  Business Response

  Date: 07/21/2023

  Hello,

   

  Looking at the notes for this booking, your complaint was fully addressed and you told customer service no further action was required. 

   

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

   

  Regards,

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

• Initial Complaint

  Date:07/19/2023

  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 am a military member on orders in Georgia, I attempted to reserve a room at the comfort inn and suites next to ************* AFB booking online gave me a **** number to reserve unknowingly through hotel planner. The reservations were booked under the pretenses I would receive my normal military rate in which they agreed that i had received. In fact I did NOT receive this rate I was told I would have to pay the full amount to reserve the room or the room would be gone I felt pressured to go ahead and pay due to the hotel being right off base i was afraid not to book immediately. I was charged for 20 nights at a rate of ****** per night. My military rate is ****** per night this charged $3567.38 to my military cc. I only needed July 5th thru the 10th on the credit card due to my unit paying the rest of my stay direct bill. I was on the phone for 5 days with corporate and this company trying to resolve the issue they tried to give me a voucher first which is not ok, finally okd a refund, I only received a refund for $2,229.61 which means they charged me $1,337.77 . I have documentation showing the hotel is only charging me $682.05 which is a difference of $655.72 cents. Hotel planner will only email me through their resolution team which have said the hotel charged me ******* which is a lie and I have documentation to prove otherwise. Since I have sent documentation via email they have not responded to me in 4 days. This means this company is trying to pocket $655.72 off a military member. This is fraud against me and the US government. This company should be blacklisted from use from any military member or operation. I have tied in hours and stress outside of my military training to get this issue resolved.

  

  Business Response

  Date: 07/20/2023

  Hello,

   

  The refund has already been processed. Please reach out to your bank if you still have not seen this reflected on your account.

   

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

   

  Regards,

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

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20345199
  
  I am rejecting this response because: I have emailed ****** directly as she has asked with no response, asking exactly what refund she is referring to. As in my previous email explained I had received a partial refund, but the difference between what the hotel is charging me and what ************* is charging me is $655.72 that is the refund I am referring to, I am asking if that is the refund sent. Again with no response from *************. Please view again the previous complaint including the attachment that proves Hoe much the hotel charged me vs what you (*************) charged me 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/28/2023

  Hello,

   

  I responded to both of your emails. 

  The hotel charged HotelPlanner for 6 nights, HotelPlanner refunded you everything less 6 nights. 

  Please see below for our 3rd party explanation.

  
  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.

  Regards,

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

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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 an in state number for a hotel to make reservations. Unbeknownst to me the number connected me to this office. I made my reservation. i checked my account an hour later (TODAY) and had been charged twice for the reservation and when I called the corporate office for the hotel, i did NOT have a reservation. I called to cancel whatever they did not the reservation line and they said i could not get a refund. I requested a 100 percent refund (TODAY), for which they said they could not do, yet there is NO reservation made for me at the desired hotel. PLEASE DO NOT TRUST this company. if you are like me dial ************** and it ask you to press "1" for reservation - DO NOT!!! Find a local number for the hotel and make your reservations directly through the hotel or the corporate location.

  

  Business Response

  Date: 07/18/2023

  Hello,

   

  When you are trying to reach the hotel, it is imperative that you dial the number found on the hotel's website. Your refund has been processed. Please allow up to 10 business days to see that reflected on your account. 

   

  If you have any further questions or concerns, please contact me directly at **********************************************.

  Regards,

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

• Initial Complaint

  Date:07/17/2023

  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.

  I am asking for a complete refund of a hotel reservation I made via a phone call to the ************ travel agency in ***************, **. I call the number this morning and made a reservation for 2 at the Motel *********. The agent did NOT disclose the conditions of the reservation to me: that it was NONREFUNDABLE. I discovered that condition when I received the email confirmation. I call the company promptly, explained that the agent NEVER stated that the term of the reservation was NONREFUNDABLE.. I agent on this call, *********, said that was the term and that she could do nothing. I asked for a supervisor - no one was there and explained that the supervisor would do exactly as she was doing. So I have emails stating that ************ .I have informed the company that I cannot agree to nonrefundable terms for a reservation 2 1/2 months from now, I want it cancelled and my money refunded, that I was contacting you, the BBB, and I have informed my credit card company, AAA Signature Travel **** via ************** The bank could not reverse the charge because it was already approved yet had not his my account.Please help me simply cancel the reservation and get a refund. I promptly notified the company when I was made aware that it was NONREFUNDABLE and cannot maintain a reservation such as that. (My other hotel reservations do have this feature.) I chose a live agent phone number because I wanted to know if the Hotel ********* had a room for 2 with 2 single beds for Sept 25, 2023 for 3 nights rather than 1 double bed. The ************ booking agent said no 2-bed bedrooms rooms were available but added a note on the reservation asking for such a room if it became available. All this conversation and back and forth and NO mention of NONREFUNDABLE. I chose this hotel and agreed to the double bed as I need those dates and it is across the street from friends was are visiting for these three days. Please intervene. Thank you, ******* (*****) ******.

  

  Business Response

  Date: 07/18/2023

  Hello,

  We sincerely apologize about the lack of information you received. This situation has been addressed with the agent.

   

  A full refund will be processed. Please allow **** business days to see that reflected on your account. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

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

  Customer Answer

  Date: 07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Motel Planner.com gave me a full refund. With your assistance I received a contact email to work with to obtain a full refund. 
  Without your assistance an automated response solely canceled the reservation and give me a 1 year voucher. 

  Thank you for your assistance. 

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

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and somehow ended up in contact with hotelplanner.com. To book 2 room in ***********. I called on May 29. I told the rep I may not need a second room. She said I had until August 5 or sixth to cancel and get a full refund. I called back a little over a week later and they told me that I was not eligible for a refund. I told him what ******* said and they said they would review the recording of the call to verify what I was telling them. about a week later they came back and said that I would receive a certificate to use with them on a future booking in the next year instead of giving me a refund back to my card. It is now been about three weeks later and I still have not received that certificate.

  

  Business Response

  Date: 07/18/2023

  Hello,

   

  After listening to the phone call where the reservation in question was booked, only 1 of the 2 reservations was free cancellation until August 5. 
  

  We were however able to request a free cancellation for this reservation, that was approved. Your reservation will be fully refunded. Please allow up to 10 days to see that refunded back to your card. 

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

  
  Regards,

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

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20332053
  
  I am rejecting this response because: What reservation? I booked 2 and cancelled one. I do not want the other cancelled with the cruise package. Other than that its fine. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/27/2023

  Hello,

   

  One booking is confirmed, the other was cancelled. 

   

  Regards,

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

  Customer Answer

  Date: 07/31/2023

   
  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:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1 2023 I attempted to contact ******************* ** To book a room for 10-3-2023 for one night. I called what I believed to be the Hotel but got *************. Did not realize it was a booking agency. I told them about a special rate her Dr gives to his patents and the lady seemed to know what I was talking about. When I was told $252.00 the price, I commented on how much the price had gone up the lady said prices had gone up. Two days later I called to cancel and the individual contacted the hotel and canceled the reservation. I was told I would get a refund in about **** days. instead I got a Voucher for $125. I have contacted ************* several times with no resolution. I want my $252 back. This has put me in a financial hardship. I do not want a voucher rather I need my money not just part of it. I know ************* has a tendency to only refund a partial amount.

  

  Business Response

  Date: 07/17/2023

  Hello,

   

  The voucher has already been cancelled and a full refund was processed.

   

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

   

  Regards,

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

• Initial Complaint

  Date:07/12/2023

  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.

  Hello, i booked hotel (**************************) in ****** from Aug 06 to Aug 08 and it was listed as "nonrefundable" which was ok with me meaning i wouldn't be able to change or cancel my booking. Few days back we contacted the hotel to check if they can arrange transport for us and came to know that the Hotel was Temporarily Closed. To our shock this information was not brought to our notice by the hotelplanner. We are traveling in group and needed 5 rooms so booked another hotel. Now hotelplanner refuses to refund our money citing that hotel was nonrefundable and as gesture of goodwill will only issue voucher for future hotel booking.This is totally unethical, if it was our fault then i understand nonrefundable part but in this case it's the ***** that's closed and on top hotelplanner failed to update us about this. We could have ended ** in ****** without any accommodation. Please look into this and have my money refunded, receipt is attached. Thanks

  

  Business Response

  Date: 07/12/2023

  Greetings,

  We are so sorry to hear about these circumstances. 

   

  Your reservation has been refunded. It should take about **** business days to see that reflected on your account. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

   

  Customer Answer

  Date: 07/13/2023

   
  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:07/11/2023

  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.

  On 7-9-2023 I booked a hotel room for $243.11. I entered my information and credit card number and submitted it. The payment was processed, and I was shocked to see another charge of $132.22 was added to the payment. It said it was for "Tax ***************** I called twice and emailed back and forth. They could not tell me what this charge was for and could not give me an itemized list of the charges. They said the costs were provided to me on the checkout screen prior to submitting the booking which is NOT true. I even tried to book another room to see, and it never said anything about "Tax **************** before completing payment. They don't provide you with an explanation of these charges prior to booking. Itinerary number H *******. The hotel I booked was Days Inn in ********* **.

  

  Business Response

  Date: 07/12/2023

  Hello,

   

  Please be advised, total price, terms and conditions are displayed before completing the booking. I took a screenshot of how it is displayed on a personal device (See attachment). You see all of that information before you put in your card information, then you have to agree to the cancellation policy before completing the booking.

   

  We can not give a itemized list because they are coming from the hotel and 3rd party supplier. Please see below for our companies taxes and fees explanation.

  The tax charge on *************** transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax,excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with our customers purchasers. We are not the vendor collection and remitting such tax to the applicable tax authorities. The vendors bill 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.
  

   

   

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

   

  Regards,

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

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20302584
  
  I am rejecting this complaint because;

  What you showed me was a room not comparable to the one I booked. Tax recovery and fees for the room you showed were for a 1 queen *** rate and a $32.16 tax recovery & fees. The room itself was $200.99 for 1 person. 
  

  I booked a 3 queen *** at $243.12 for 4 people. Tax recovery and fees were $132.33!! 
  

  Then, I looked at another room, same hotel, 3 queen *** for 4 people to see what the difference is in tax recovery and fees (photo included)

  $289.99 for the room and $45.99 for TAX RECOVERY and FEES. 
  

  I get that room rates change. But your tax recovery and fees should never be imaginable. This is a SCAM. You cant charge different rates for taxes for the same rooms at different dates

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

  

  Business Response

  Date: 07/14/2023

  Hello,

   

  The photo was to show that the price is fully disclosed before the booking is complete. Which means you agreed to the price.

   

  All prices are subject to change due to availability, dates, room type, and occupancy. 

   

  Again, if you have further questions, please feel free to reach out to me on my direct email.

   

  Regards,

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

• Initial Complaint

  Date:07/10/2023

  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 am requesting A full refund or toaccommodation of my fee of $662.40 from hotelplanner company due to the agony this experience has caused me. Charged on 6/18/2023 Due to the lack of information from ************, promised to be contacted by ******************************* ******************************** No response or assistance to resolve Booking h6869100

  

  Business Response

  Date: 07/12/2023

  Hello,

   

  My response is on BBB, it was a compensation voucher for $250.00. In this case you are not satisfied with that, so it is best that you reach out to ******************************* (as you already did) and await her response to your situation.

   

  Thank you for your patience.

   

  Regards,

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

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20299398
  
  I am rejecting this response because:

  I am requesting a 400 voucher , neither manager is responding and I dont believe the are employees of the company. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  Hello,

   

  You accepted the offer that was given by April via email. Please see attached photo.

   

  Regards,

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

• Initial Complaint

  Date:07/10/2023

  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.

  The knot added a 3rd party reservation service to my nieces wedding registry which I fell for. After booking my travel arrangements and not receiving the correct group pricing. I contacted them, and cancelled the reservation. They told me on the phone I would get a full refund as the web site clearly showed a free cancellation for the room. They will now only issue a voucher which I reject as a resolution for this predatory/ scam activity.They state the room was non refundable which is not true both by the web disclosure and Hilton policy. ****** does not pre-charge.I have since booked the same room directly with ****** for the correct pricing.They are a web predator.

  

  Business Response

  Date: 07/10/2023

  Hi there, The Knot does not offer any reservation services directly, but we do partner with a company called ************ to offer reservation services. The Knot does not automatically add these third party services to any wedding websites, as this information is managed by the couple. Because all reservation services are handled by this third party, we are unable to manage any requests for them. You will want to continue to work directly with ************ regarding your request.
   *****************************************************;

  

  Business Response

  Date: 07/12/2023

  Hello,

  When you went to cancel your booking you accidentally pressed that you accepted the "Save the Cancel" deal. When you accepted that, it changes the cancellation policy to NonRefundable. That is displayed when the offer is accepted (we understand this was not the intention).

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

   

  Regards,

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