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:07/09/2023

  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.

  A hotel booking was made through this company's website which was fraudulently designed to appear as though I were booking directly with the hotel, which was my only intent. After I was deceived into believing that I was speaking to the actual hotel, my credit card information was provided, but once I arrived at the hotel, there was no credit card information or booking on file. Absolutely no services were provided. Therefore, I booked directly with the hotel as originally intended. This fraudulent website also charged an additional $95 on top of the actual cost of the hotel booking. I am requesting a refund for the entire amount ($285) currently pending on my credit card that did not result in any services provided and also attempted to add additional fraudulent service charges of $95.

  

  Business Response

  Date: 07/13/2023

  Hello,

   

  We sincerely apologize about the inconvenience that this situation caused. When booking with a 3rd party, you pay us, we pay the supplier, and the supplier pays the hotel. In this case the suppliers virtual card they provided to the hotel did not go through. The reason that is was less money than paid ************ is because the supplier pays the hotel less than even ************ pays for the room.

  Again, we are so sorry about that, it is certainly not your fault. We have fully refunded your card. Please allow **** business days to see that reflected on your card. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:07/08/2023

  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.

  July 5th 2023 at 10:16pm We booked a hotel under the theknot.com for a wedding in September. We had thought the website that we were directed to was the hotel, but when we called the hotel directly they told us we booked under Expedia which is a third party used by hotelplanner.com and further used by the knot.com.Under no circumstance was it disclosed we were booking under a third party. It was told to us we booked under the wedding party group as well. We were not and in fact charged a much higher rate.We realized this within an hour after booking and have gotten the run around with hotelplanner.com since.We are asking for a full refund of ******.

  

  Business Response

  Date: 07/12/2023

  Hello,

   

  After cancelling your booking, the refund normally takes about **** business days to be processed back to your card. Your refund was already processed and you should still allow at least 5 more business days (07/19/2023) to see that reflected on your account. if you do not see the refund still, please reach out to your bank. 

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

   

   

  Regards,

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

• Initial Complaint

  Date:07/05/2023

  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.

  Originally paid $1803.32 to them for rooms at ******************** for 01/06/2023-01/08/2023. Unfortunately due to road closures it was impossible to get to the hotel and we were granted a refund from the hotel as well as their company, but as were going to still go we accepted the voucher. Originally, rescheduled for 07/27 at the same hotel, but due to family issues we needed to reschedule for the 07/13. After numerous attempt to have this done in May, nothing had happened. We were told it would be escalated and the "escalation team" would contact us by email. All we kept getting from them was a copy of the voucher from the original cancellation. After four attempts, we reserved the room directly with ******************** and tried for several days to contact ***************** to just forward the voucher code to the hotel and was told that they could not do that but they would send it to the mysterious "escalation" team who apparently does or does not exist. At this point, they have had our $1803.32 for nearly six months and even when we try to use it, it is nearly impossible and never actually hear from the "escalation team". At this point, we would just like a refund.

  

  Business Response

  Date: 07/11/2023

  Hello,

   

  We are so sorry to hear about your experience with ************. 

   

  Your full refund has been processed. Please allow at least 10 business days to see that reflected on your account. 

   

  We hope that you will consider ************ in the future. If you need any further assistance, please contact me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/30/2023

  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 Jan 30th 2023 at 8:05 I spoke to what I thought was a representative of ******. It turns out it was Hotelplanner.com.I made 4 reservations with this company:H6155184 - ******************** 6/24-6/26/2023 - charged $900.91 H6155183-******************** 7/8-7/10 - charged $922.06 H6155182 - ******************** 7/22-7/24/2023 - charged $985.22 9151688049413 - Best Western Plus, ****** ** - 8/12-8/14/2023 - charged $366.72 TOTAL PREPAID CHARGES: $3174.91 When I spoke to the representative I mentioned that I wanted my Hilton points, the flexiblilty to cancel and a good rate. I was told I would get it all. They charged my credit card the full amount.Arriving at the Hampton 6/24, I found out that I would receive no credit/points from Hilton and I could not change, cancel or modify the future reservations!I called ************ today to cancel. I spoke to ******* who told me that the 2 dates in July were nonrefundable. She did not get to the August date. She told me that she would call the hotel to see if they would refund the money. They spoke to *****, front desk *******************, who told ******* that they can not cancel the reservation since hotel planner has the money. ******* called back to say that the hotel refused to cancel.I then called ***** and she told me that the hotel does not have the money, the 3rd party-************ has it. She told me that if they want to cancel the dates, call her general manager, *** on 7/4/2023.I called HPlanner back and ***** said the same thing until I mentioned BBB. She would refer this to their refund team and send me an email.I want to cancel with ************* and get a refund. Since there is no one day rate on their "contract" I am requesting a Full refund of the future dates.H6155183-******************** 7/8-7/10 - charged $922.06 H6155182 - ******************** 7/22-7/24/2023 - charged $985.22 9151688049413 - Best Western Plus, ****** ** - 8/12-8/14/2023 - charged $366.72 CANCEL/REFUND: $2,274

  

  Business Response

  Date: 07/11/2023

  Hello,

   

  Bookings H6155183 and H6155182 have been full refunded. 9151688049413 is not booked with ************. 

   

  We are sorry about any inconvenience you may have experienced. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  

  Business Response

  Date: 07/11/2023

  Hello,

   

  Bookings H6155183 and H6155182 have been full refunded. 9151688049413 is not booked with ************. 

   

  We are sorry about any inconvenience you may have experienced. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  

  Business Response

  Date: 07/11/2023

  Hello,

   

  Bookings H6155183 and H6155182 have been full refunded. 9151688049413 is not booked with ************. 

   

  We are sorry about any inconvenience you may have experienced. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/30/2023

  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.

  June 12, 2023 made a 3-night reservation for Sept. 2,3,4 at ****************************************.Reservations were never made!! , but our credit card was charged on June 13 for the amount of $739.87.We have tried to get the charges reversed, but no such luck so far through phone. #************. FYI .. Hilton corporate customer service has no record of any reservations having been made, or canceled, as of June 29, 2023.Also, our credit card company has also been advised of this "scam"******************************* I expect full compensation immediately!!

  

  Business Response

  Date: 07/03/2023

  Hello *******,

   

  Normally with bookings this far in advance the hotel will not have record until the supplier sends the booking to the hotel. The refund for this booking has been initiated. Please allow **** business days to see that refund reflected on your account.

   

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

  Regards,

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

• Initial Complaint

  Date:06/29/2023

  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.

  We booked a reservation with ****************************************************** on 6/12/2023 for 8 nights. Changed the checkout day to 4 days earlier within 24 hrs as required for refund and have not received a refund for the 4 days. We responded to their email as requested and still no refund. I suspect fraud

  

  Business Response

  Date: 07/03/2023

  Hello,

   

  Unfortunately, I do not have enough information to look up your booking. Please send your booking details to **********************************************.

   

   

  Regards,

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

• Initial Complaint

  Date:06/28/2023

  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.

  We made a reservation on 6/17/23 by mistake using the ************ link. We were charged the full amount of the stay at that time. When we realized our error, we cancelled the reservation the same day (within 2 hours of making the reservation). We were only refunded 50% of the amount that we paid. We are requesting a full refund, but not receiving any further responses from hotelplanner.com support.

  

  Business Response

  Date: 06/30/2023

  Greetings,

  The reason you only got 50% of a refund when you cancelled is because of the cancellation policy you agreed to when completing the booking.

  As a gesture of good will, all funds that were charged to your card were released from ************. You should have received a full refund by now. Please reach out to your bank to see if there is anything further they can do. 

   

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

   

  Regards,

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

  Customer Answer

  Date: 06/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I did receive the additional refund today. Thank you for your help.

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

• Initial Complaint

  Date:06/26/2023

  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 6/5 I reserved a hotel stay at ******************************** for 6/22-6/24. I purchased travel insurance and paid $245.90. On 6/22 when I arrived at the hotel, the room was unbearably hot and the ** was not working. It was so warm that I felt physically ill and could not stay there. A maintenance worker looked at the ** unit, and agreed that it was not cooling the air, and that the room was far too hot. The hot water was also malfunctioning, per the maintenance worker. With a room far warmer than the outside air and without working water, the hotel failed to provide a habitable room.The hotel was unable to provide me with another room, claiming to be booked to capacity for all room types, and unable to switch my room assignment. They indicated that any refund would need to come from ************, and they would expect a phone call to confirm what happened.I immediately attempted to contact ************, but their LiveChat option was not available, so I opened a ticket and received an automated email response. I left and stayed elsewhere, costing me an additional $509.30 for the two nights I had reserved.The next day I had still not received a response from ************, so I called and spoke to an agent. She said she was unable to reach ************************ by phone to confirm what happened, and I needed to wait for an email response to my ticket. I continued to add information and ping the ticket daily, and never received any response. ************'s LiveChat option continues to say "Sorry, we aren't online at the moment."I am unable to make a claim using the travel insurance policy, because there is no listed covered reason to match "Hotel was unable to provide habitable premises," and that selection is required.************ has simply not responded at all. The telephone agent indicated that she understood, and a refund may be possible, since I did not intend to cancel and the hotel was unable to provide the agreed upon service.

  

  Business Response

  Date: 06/30/2023

  Hello,

   

  We are so sorry to hear about your terrible experience at the hotel.

   

  Would you do me a huge favor and send me a screenshot, or a photo of a receipt from your other booking. We are having a little trouble obtaining approval for your refund and I think that would be very beneficial for us to have that. Please send it to me directly at **********************************************.

  
  Regards,

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

  Customer Answer

  Date: 07/03/2023

  Complaint: 20238350
  Note: I initially complied with the hotel's request to contact them directly, and am redirecting to this platform now (correspondence and attachments now attached here).

  I am rejecting this response because: A voucher is not sufficient, and a refund should be granted in the original form of payment. I notified both the hotel and ************ about the issues before leaving the hotel. The ******************************** was expecting ************ to call and verify what happened. ************ did not do this in a timely fashion, and now the hotel is not able to confirm the events of that day. While it is unfortunate that ************ is unable to recoup their costs from ********************************, they bear the responsibility for that. I do not believe I should be penalized for their failure to act promptly after being contacted by me multiple times. If I had booked directly with the hotel, the issue would have been resolved the same day.

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

  

  Business Response

  Date: 07/11/2023

  Hello,

   

  I was able to speak with the gentleman that handled your complaint at the hotel. He said there was no further complaints after he moved your room. There was no indication that you left. Again, I offered to send him your receipt from the same night at the Hyatt to show proof that you did not stay at the hotel. He said I am welcome to send it, but that does not mean a refund is approved. He is supposed to get back with me on the approval.

  On the day that you contacted us 06/22, we tried to contact the hotel, there was no answer. Since then someone else tried to reach the hotel, same thing, straight to voicemail. I even am having a bit of a difficult time securing your refund. Sometimes the hotels block numbers so that maybe why our calls can not get through. 

  I will update you as soon as I get a response from the front desk agent that you spoke with that night. As always, you are welcome to reach out to me on my direct email if you have further questions or concerns.

   

  Regards,

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

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20238350
  
  I am rejecting this response because: It does not resolve the request for a refund.

  There was no gentleman at the counter while I was there. I was never moved rooms- I was explicitly told that the hotel was at capacity, and they could not switch my assigned room, even to a different type of room. They were adamant that they were booked to capacity, so it seems very strange that they would not have had a record of re-renting the room. Again, all of this seems to be between ************ and the hotel, and should not impact ************'s ability to issue a refund to me.

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

  

  Business Response

  Date: 07/21/2023

  Hello,

   

  It impacts the refund approval because if the hotel denies the refund, then we are not able to process a refund.

   

  That being said, I got ahold of the proper person, sent them the receipt you provided via direct email and a refund was approved. Your refund has been processed. Please allow **** business days to see that reflected on your account.

   

  Regards,

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

  Customer Answer

  Date: 07/26/2023

   
  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:06/23/2023

  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.

  On June 20th, 2023 at 4:20PM I called hotel planner to book a room at the 4 Point Sheraton in Halifax ***********. The agent, ****, quoted me a nightly rate of $388. I asked about breakfast and parking and was told they were extra charges. He completed the call and said the itinerary was sent to my email. After the call I checked my email and was startled to see in addition to the $388 there was also additional charges of $173.87 per night. I called right back and spoke to a different agent who said that the reservation was non refundable but since he did not disclose the additional fees that she would put in a ticket to have the call reviewed. I received the email about the ticket being created at 5:00PM on June 20th. I responded to that inquiry with the details of the call and requesting a refund as the amount was not clearly explained. The next day, June 21, I called again as I noted the fees said USD, the agent stated that was correct the fees were in ** funds. I explained I didn't understand why that would be as I am ********, booking a ******** hotel, with a ******** credit card. She said to re email the ticket so that is what I did and I also asked for a timeframe on when the issue would be addressed. It was only a 10min phone call to review so it shouldn't take long. Today, June 23, I have yet to get a response from the company.I feel as the fees were not properly explained I should receive a full refund.Thank you.

  

  Business Response

  Date: 06/30/2023

  Greetings,

   

  A full refund has been processed on your booking. Please allow up to 10 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: 06/30/2023

   
  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:06/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked hotel through ************* from 28 june 2023 to july 01 2023. The hotel we booked was advertised as breakfast included on the website. We called hotel to confirm regarding breakfast and they said it was not included. We called customer service to help us with the issue. On call which is recorded the customer rep. confirmed that breakfast is included with booking and told us she will confirm with the hotel after calling hotel she changed her words which said breakfast is with surcharge. While we were on call and trying to talk she cut the call. Once again my fianc called and the customer rep did something while conversation was going on ******* named ***** dropped the call. We got call from supervisor as we asked for it. The supervisor raised a ticket. The company is false advertising and trying to do click bait and take advantage of the customers. Worst experience ever!!!!

  

  Business Response

  Date: 06/29/2023

  Hello,

  We are sorry to hear your feel this way. On the booking page of this specific hotel, it shows breakfast with a surcharge (please see attachment).

  As a gesture of good will, we can offer a voucher for a future booking. To claim that, please reach out to me directly at **********************************************.

   

  Kind regards,

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