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:06/20/2023

  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 was attempting to make hotel reservations at ******** *********** in ******** **.this company answered and identified themselves as the hotel booked the room and told me if I wanted to make changes without any fees It would have to be done 24 hours before check in . When my plans changed I contacted the hotel 3 days ahead and they informed me I had made the res. ******* experian and would have to call them and gave me the phone number. When I called they answered Hotel planners.when I attempted to cancel 1 of the 2 days booked I was informed that their policy requires me to pay one full night to make changes , a policy I was NOT informed of nor did I agree too. After multiple calls and me changing my plans again.I have decided to file this complaint. They lied to me on initial contact. They did not inform me they were a 3rd party.They pushed me from one person to another.They also took the money out of my account the day I made the res.without telling me .This is basically extortion

  

  Business Response

  Date: 06/23/2023

  Hello,

   

  Please accept our apologies regarding the error in communicating the cancellation policy. I can see that you decided to keep the reservation. 

  As compensation a voucher will be sent to your email. If you have any questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/20/2023

  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 June 11, 2023 I contacted this company to make a reservation at the ******************** in **********,*******. The reservation was for 1 night. April 8, **** to April 9, ****. 10 months from now. The cost: $636.00. This was done verbally over the phone and nothing was done on their website. Before the reservation was complete I specifically asked the agent about cancellation policy and if the payment was refundable. Very important since this was a reservation for nearly a year in advance. She hesitated and then assured me it was with at least a 24 hour notice. I gave her my credit card number and she completed the purchase. Moments later I received an emailed receipt indicating NON REFUNDABLE. I called to cancel but spent 8 days pursuing a resolution with calls and promises by the company to get back to me but on June 19th ************* declined my refund via email.

  

  Business Response

  Date: 06/23/2023

  ********************,

   

  I believe we solved this on my email. You will be refunded by the hotel. 

   

  Please feel free to reach out to me if you should have any further questions or concerns!

  Regards,

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

• Initial Complaint

  Date:06/20/2023

  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.

  Booked hotel 6/10/23 Reservation: H6869100 Case numbers ****** & ****** *************************** ********** Email ****************** ************ agents who confirmed guest was added:************************************ :supervisor **************, I was told by ************ employees via email and customer service phone agent that my guest was added to my stay at the ************************************ All Inclusive and I didnt need to do anything further and it wasnt a fee that needed to be paid everyone was sorted out with the hotel front desk on 6/14/2023.I arrived to the hotel and was told nothing was approved , and ************ never reached out and my guest would need to pay ****** to stay or leave. Forced to add an all inclusive guest to my stay when I only wanted to add a guest to my room ************ never received information adding a basic guest without a package wasnt an option. The business hasnt resolved my issues , no response.Requesting refund for the extra fees paid at the hotel due to incorrect information. Total paid online; $954.96 US on-site fee for guest:$****** US

  

  Business Response

  Date: 06/23/2023

  Hello,

   

  After looking at your booking I can see the email conversations that took place. I seen the agent let you know that we did email the property, but you needed to contact the front desk as we can not make changes such as these from our site. 

  The numbers that were provided to you were from the hotel directly. We were unaware of the additional fee, and regardless if we changed it or the hotel, the fee would have to be paid at the hotel. Because of the inconvenience, I can offer a voucher as compensation, but we will not be able to offer a refund for the price the hotel charged. 

  If you would like to claim the voucher, please reach out to my personal email at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20210213
  
  I am rejecting this response because: ************ has recordered calls of informing me that the extra guest was approved on dates by the hotels front desk on multiple dates and calls pull the interactions June 11th 2023 9:45am eastern standard 7 minutes and June 18th 7:10pm eastern standard 8pm ******* time 1 hour 5 minutes Setting the false expectation. On June 18th the agent **** spoke with the front desk stating that hotelplanner called Over and got my guest approved. Upchaege and fees were never stated to me at anytime  during my management emails and conversation with hotelplanner 6/10-6/18 until (7pm EST when the print desk agent stated it would be a charge proving your agents never spoke with them on my behalf. The company is now saying rudely yes its fee but I was lied to and not given the choice and information from ************ to know upchaege fees would be 600+ dollars into onsite at the hotel in another country without any choice but to pay or my guest would be sleeping on the ground .I have never booked all exclusive resort , I trusted your company to assist me and not once was a fee mention or upcharge.  I would have never booked with this hotelplanner because I didnt get a deal booking with the hotel would have been cheaper after being charged the extra fee. I was scammed. I paid this company to assist me In all things dealing with my booking and was completely scammed and abused by your agents. I will keep fighting this because hits planner is to blame. 

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

  

  Business Response

  Date: 06/29/2023

  Hello,
  
  Your booking was a prepaid reservation at an all inclusive hotel. When your booking is confirmed in out system, we are unable to edit reservation further. 
  
  When you requested to add someone, even though we spoke with the hotel and emailed them, you still had to pay for what you additional guest get to eat and drink. We did not have any idea what the additional charge would be as that charge would have to come directly from the hotel.
  
  As a gesture of good will, I can offer a $200.00 for a future booking. If you are interested, please email me directly at ********************************* or my boss at ***************************************.
  
  Kind Regards,
  *****************************

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20210213
  
  I am rejecting this response because:
  
  Greetings April & ******,
  
  
                         ***********************, the customer who purchased for my sister's birthday, which your company destroyed. I'm emailing regarding reservation H6869100 ***************************,contact ************. I have been in the customer service industry for many years in retail and online sales; this is the first time I have experienced such horrible customer service as with your company and agents. I booked my resort through your site because my company offers corestream.com discount membership for all our coworkers; I will advocate that we no longer use their services due to your company's integrity and core values. As a company, it is your responsibility to assist the customer in all matters of the services you offer, not quarrel and make them feel foolish for not knowing the policy and following the instruction of your agents. I often stated that I only wanted to add a person to the room. ************ agents never spoke with the hotel or sent an email, statements given by The grand Palladium Resort Manager Deco. I spent 4 hours on the phone, $55.00 long-distance fees, calling your company,and all three agents, *******, Condessa, and ****, tried calling the hotel, and the line wouldn't connect; I kindly offered up my phone to allow them to speak with the front desk clerk and the Manager of the hotel and all three women stated during these calls on June 18th no fee was needed the hotel already confirmed the 2nd guest was added; both resort workers responded this wasn't true. The hotel never received any emails or notes on the room booking; I find it insulting that I received multiple emails, including responses from ******,stating I should have known it would be a fee, but your entire trained team didn't think it would be a fee, didn't notify me of how much the fee would be or ask me if I could afford the cost, that would be demanded at the resort.
  I only wanted to add a guest in the room, which I stated to all parties involved and was told that my room allows up to 4 guests, and it shouldn't be a problem to add someone; I didn't want all access to food or drinks, and I stated that as well. Your agents have belittled, embarrassed, disrespected, and stigmatized me throughout this experience. ************ jeopardized my safety, treating me like a criminal and offering no empathy. I have spent hours trying to reach an agent, having to repeat my complaint because the previous agent didn't create a case or make notes, as promised, repeatedly. I requested a manager on June 10th, 14th,18th & 23rd and guaranteed a callback; it's been 20 days, and still waiting for a call. I summarized the above to say your two hundred dollars good gesture is another insult to me from your company. I am requesting A full refund accommodation of my fee of $662.40 be refunded from my original purchase to your company due to the agony this experience has caused me. 
  
  
  
  
  Best Regards,
  
  ***********************
  Remote Sales Manager
  IKEA US Customer Support Center
  E-mail: ********************************
  Web: www.ikea.com

• Initial Complaint

  Date:06/19/2023

  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.

  When placing the reservation for my hotel stay, I was under the impression that I was calling the hotel directly. The excessive fees were not explained to me when placing the reservation. When I received the email with the receipt showing that there were $777.17 in fees, I called ************* immediately to try to resolve the issue. A ticket number was assigned #******, however, at this time a resolution has not been made. I have called on 3 other occasions and sent 2 emails. The room rate was already inflated, it is completely unacceptable to charge outrageous fees and to not point them out during the reservation process. I would not have booked my room with them had I been aware of these circumstances. I am in need of compensation to resolve this issue immediately.

  

  Business Response

  Date: 06/22/2023

  Hello,

   

  We are sorry for the confusion surrounding the price on your booking.

  It is important for your to understand the rate the hotel supplied for this booking, is less than even HotelPlanner paid. When there is a 3rd party reservation, HotelPlanner becomes responsible for charging taxes and fees listed by the vendor and hotel. We do not have a breakdown of those additional taxes and fees. 

  We are unable to provide a refund for the entire amount. Simply because HotelPlanner has to pay out most of what you paid us. 

  I can offer a partial refund of $250.00, or a $400.00 voucher for a future booking with HotelPlanner. Please reach out to me on my personal email to let me know what you would prefer. My email is **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20204700
  
  I am rejecting this response because:

  In my opinion, the entire amount of the fees should be refunded as the fees were not explained, there is no itemized document to even explain what the fees were for and I would not have booked this reservation through a 3rd party had I known about the extra charges. 
  
  I would like to work with you to work out a fair resolution. Something more along the lines of a 75% return of the fees.

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

• Initial Complaint

  Date:06/19/2023

  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.

  Emailed link to use voucher but voucher requires CVV which does not work. **************** pretends to help but can't find a hotel room to book. It's very obvious this company is a scam and should be put out of business.

  

  Business Response

  Date: 06/22/2023

  Hello,

  You voucher will be canceled and your full refund will be processed. Please allow up to 10 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,

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

• Initial Complaint

  Date:06/16/2023

  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.

  At approximately 5:10 pm EDT I attempted an online reservation for Hampton Inns Suite, ********** West for 3 rooms for 2 adults each ***** July. The website reflected 3 rooms for 1 adult. I inferred that I could correct it by telephone because the reservation clearly was computer/website error. I immediately (5:16 pm EDT) called the number listed at website and spoke with a representative who needed "3 minutes" to resolve the error. When he returned to the phone he informed me he was unable to remedy the reservation but with another 3 minutes away form the phone he might be able to fix and reserve 3 rooms, 2 adults each. Upon his second return he said he was unable to fix and recommended that I call again next day. When i hung up I noted receipt of a confirmation for 1 hotel room ***** July. This is the error i had called to rectify. The 5:17 confirmation email provided me 3 response choices; none were to correct the erroneous confirmation. At 5:28 I received an email confirming the billing/refund inquiry I had submitted telephonically to the agent from 5:16 pm to 5:27 pm. To preclude any confusion based on emails passing each other, my conversation with the professional representative who had attempted to remedy the reservation, and set the stage for correcting the reservation to 3 rooms I then sent emails to Hotel Planner at 3 different email addresses cancelling all reservations made that day by me, ****************************** at the following times. 6:36pm, 6:;41pm, 7:42pm, 7:45pm, 7:47pm, and 7:51pm. At 8:38pm I received an email from Lodging Support to inform me that I had agreed to a booking policy that meant my reservation was un-refundable. I responded at 11:;29 pm that obvious computer website error caused the confusion.

  

  Business Response

  Date: 06/22/2023

  Hello ****,

   

  We are so sorry to hear about your experience you had with ************. When booking online all prices, policies, and terms are listed and must be agreed to prior to completing the booking.

  I contacted the hotel to confirm if we could cancel this booking free of charge. When I spoke with the front desk agent, he informed me there was no charge for this cancellation. I can only find one confirmation under the email listed. If you have more than one booking, please let me know directly at the email listed below.

  We have processed your refund. From our experience, it can take up to 10 business days to see the refund in your account. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 06/28/2023

   
  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 reserve the right to revisit this matter if, in fact, the action reported by ********************************* does not occur.  I thank BBB for its effective management of my complaint.  I appreciate the professionalism of ******************** in handling my complaint.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/14/2023

  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 May 06, 2023 I used the hotelplanner website, I made a hotel reservation at the Fairfield Inn, ************************** I received a confirmation from hotelplanner including an itinerary # and a confirmation # (see below). Upon my arrival, May 12, 2023, there as NO RESERVATION FOR ME!ITINARARY # H6684920 Guest, ************************* CONFIRMATION # ***-7128316 ********* did not have a vacancy. We were without lodging for the night.This is my third attempt to obtain a refund of $210.31. I called ************** on two occasions and spoke with 2 different customer service agents. I was told both times that they confirmed with the ****************** management staff there was in fact, NO RESERVATION for me. I was further told I would receive a full refund within days of the phone call. It has been one month since my first contact. As of this date, I HAVE NOT RECEIVED THE REFUND DUE & PROMISED ME. *************************

  

  Business Response

  Date: 06/16/2023

  Greetings,

   

  After looking at the information on your booking, and calling the hotel to confirm, we know you were not able to utilize this booking. 

   

  The delay surrounding your refund is due to the fact the supplier is saying the reservation was used so they will not refund for this booking. Please accept our sincere apologize for your situation.

   

  As a gesture of good will from ************, I have issued your full refund. Please allow at least **** business days to see that refund in your account. If you have any questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

   

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

• Initial Complaint

  Date:06/13/2023

  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.

  The organization provided horrible customer service and failed to complete our initial request to cancel 2 of the 3 nights on the reservation (that we prepaid for) prior to 11:59 PM on 6/7/2023 as directed in their email. Reservation was started 6/9/2023 On June 8 the org left a message by phone. We returned the call within 10 minutes and the representative could not figure out why we called. Later that night we called back to discover they did not follow through on making changes to the reservation as they told us they would do (we called before the deadline), and then said it was too late to act on first requests and we would have to pay a higher price for one night if we still wanted to cancel the last two nights. Frustrated with poor customer service and their representative refusing to answer the question of "why we have to pay more for their mistake of not changing the reservation the night before", we told them to cancel the whole reservation and fully refund our money because we LOST ALL TRUST in the company. A short while later the representative called back and indicated this was not possible to do with hotel. We repeatedly pushed for the resolution we thought we deserved and it finally ended with us demanding the company do what they can to cancel the most nights possible and refund the most money possible. The representative indicated he understood and said he was forwarding the problem to another team to discuss refund and they would contact us when they can (but he did not know when). On June 10 - ************************* (BUW) (Lodging Support) sent an email stating - "that we attempted to contact you by phone but there was no response." Our call log does not show any communication from the company on June 9 or 10. She also stated "The best option ... is to cancel and rebook ... subject to approval from the hotel ... how would you like to proceed." We had already and very clearly told them numerous times how to proceed.Refund our money please.

  

  Business Response

  Date: 06/16/2023

  Hello,

   

  When you called on June 7 at 8:26PM, your specific request was to cancel 2 nights. At that time, the only option is to cancel the entire booking and rebook with the correct dates. When the phone agent tried to reach the hotel, there was no answer. When the team started working in the morning, they reached out to the hotel to see about your request, at that time they were able to secure a full cancellation so you can rebook with the correct dates.

  They called you at 9:35 AM on June 8 to see if that is what you wanted to do. A full cancellation is drastically different than canceling 1 or 2 nights which is why the agent called first. When you reached out at 10PM that night, the hotel was unwilling to cancel the entire reservation anymore. The phone agent offered 2 other options as a favor, which was declined. The last option was to have someone call the hotel at a later time to secure a cancellation free of charge. That has been declined. 

  Again, I contacted the hotel to see if they would refund as a gesture of goodwill, they are unwilling to refund for this booking. 

  As a gesture of goodwill, I can offer a voucher from HotelPlanner for a reservation at a later time. If you are interested in that, please reach out to my personal email at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20182878
  
  I am rejecting this response because:
  

  - Because your agent ASSURED ME that the request would be handled on June 7.  Your agent FAILED to complete the request in a timely fashion.

  - I returned your call within 10 minutes on June 8. I gave my name and other information about my request.  Your agents FAILED to locate my case at that time and did not know why I called and could not help.  Your system FAILED AGAIN.

  - after losing all trust in your agents to do their job  we argued over cancelling the whole thing and finally settled over cancelling the most nights they can and get ** the biggest refund they can   Your agent saying it was declined is a misrepresentation  We clearly ended the call with direction to cancel and get ** a refund 

  -we also take issue with your use of the word favor   How is it a favor when you FAILED at your responsibility  

  - a voucher is unacceptable for a business that we do not trust   
  

  -we will accept a refund on 2 of the 3 nights   Our original request of your organization made before the June 7 deadline

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

• Initial Complaint

  Date:06/09/2023

  Type:Sales and Advertising 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 June 5, 2023, I booked a room at the ********* in ********, **. I thought I was booking directly through Hilton but when I got the confirmation email, I realized I had actually booked through Hotel Planner (and that they had charged $200 more than what Hilton charges). I immediately cancelled the room through Hotel Planner and received an email acknowledging my cancellation and letting me know that my refund would be processed in 3-7 business days. On June 8, 2023, I received an email from Hotel Planner telling me that Tru would not approve a refund but that I could supply them with the name of someone at Tru and they would call them. I called Tru, and the lady I spoke with said no one at Hotel Planner had ever called them about my account. Nevertheless, I shared this Tru employee's name with Hotel Planner. Then, I received another email from Hotel Planner telling me they had spoken to this employee and she approved the refund but it was in the hotel's discretion not to refund the money so Hotel Planner is not refunding the money. I pointed out that this does not make any sense. Then, I received another email from Hotel Planner telling me they would give me a voucher, which of course, has never arrived.

  

  Business Response

  Date: 06/15/2023

  Hello,

   

  When trying to book directly with the hotel, it is imperative that you dial the number listed on their ****** page. Many time people will scroll and click on a number thinking it is the hotel directly. 

   

  When our agent called the hotel originally to get a cancellation free of charge, the person he spoke with said he had to call the 3rd party for an approval. The agent called the 3rd party provider, they called the hotel (the refund solely depends on the hotel), the hotel denied the refund. That is when you were told there would be no refund. 

   

  When we called back to speak with the person you spoke with, the refund was approved. Your refund has been processed. If you still have not received it, please reach out to me directly at **********************************************.

   

  Regards,

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

• Initial Complaint

  Date:06/06/2023

  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 were on the road headed thru *************, ** and called the phone number for the hotel off of the internet and when it was answered they advised that they were with the ******************************** so we inquired if they had a king 2 room suite available for 6/3. They advised that they did and advised that they would accomodate. When they did not ask for our rewards # we questioned if it would be on our rewards and if they had my first responder discount with the hotel chain. We were told that they would make sure of it. So we went ahead and booked the room while traveling. Itenterary H6827476. When we arrived at the hotel they advised that they did not know that we had a rezervation. After further looking they found ours and gave us our key but did not have it on our rewards, and did not have my discount on the room? When we went upstairs to our room, we found out that they gave us a standard single room. This is not what we paid for, so we went back down to find out that this was thru the ***************** 3rd party. We called the number back to have a conversation about the misrepresentation and the wrong room booked and was hung up on 6 times. Then was told to go downstairs to the font desk and tell them to fix the issue? The hotel manager advised that they did not create the problem and could not assist and would have to call the number back. We called back and asked for a supervisor and was told that there was no one there that could help and we would get a call back within 24 hours? It is now 6/6 and there has been no call back to resolve the issue. Requesting a refund of ****** for the misrepresentation, dishonest way of duing business, and horrible customer service.

  

  Business Response

  Date: 06/07/2023

  Greetings,

   

  The agent reserved a king room as requested. The hotel failed to provide that. The rate provider (3rd party) was able to get a full refund approved from the hotel because of this error.

  When using rewards, the hotel is supposed to add to your points when you arrive and provide your number, but you are unable to redeem the points when reserving through a 3rd party. When trying to call the hotel directly, it is imperative that you dial the number that is found on the hotel's ****** page. Often times people will scroll to find the cheapest price and call the number listed. 

   

  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 **********************************************.

   

  Regards,

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