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:05/09/2023

  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.

  I tried to reserve a room while at Sledfest in ***********, **. Sledfest is a big event with little to no internet service due to the high elevation in the Sierra ********** I clicked on an online reservation for $79 with Angels Inn about an hour down the mountain from Sledfest. I needed a place to stay for April 22, 2023. I must have gotten thrown into Hotel Planner against my will. I would have never consented to pay $258.84 for a one night stay at any hotels in this region of Sierras. My income does not support that expensive of lodging for a night. Hotel Planner customer service is non existent. Most problems are handled by a Zendesk or a person that reflects the problem back onto the customer. They take no responsibility for hacking people online. They are a completely unscrupulous and unethical corporation. The Angels Inn told me I had no reservation for the night of April 22,2023. I did not receive a confirmation from Hotel Planner until the day after my stay. I never used their service. Yet it is impossible to get a tefund for services I never requested in the first place.

  

  Business Response

  Date: 05/12/2023

  Dear ****,

   

  After looking into your complaint further, and speaking with the hotel, I was able to get clarity on the situation. When you checked in on April 21, you asked if you could book online for the night of April 22. The only way you end up on our site, is if you click on it. All prices, terms and conditions are disclosed and must be approved via a check box before completing the booking. A confirmation is sent automatically to the email and phone number provided when you complete the reservation information. 

  The receipt the hotel provided to you is an internal receipt. The rate shown on that receipt is a price that is not even available to HotelPlanner. According to the agreement between the hotel and the 3rd party provider, the hotel is not allowed to provide you that receipt. 

  Due to you agreeing to the rate before completing the booking, and HotelPlanner paying more for the booking than shown on your receipt. We will not be approving a refund. 

   

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

   

  Regards,

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

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20036779
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 05/18/2023

  Greetings,

   

  There are no further details on your response.

  Regards,

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

• Initial Complaint

  Date:05/08/2023

  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.

  Greetings,I attempted to book a hotel for my family and two dogs on 29 April 2023 at approximately 648Pm CST. When I called the number listed on the Best Western website, it directed me to HOTEL PLANNERS.COM. During this phone conversation, the agent informed me that Best Western did have pet friendly rooms available. Unfortunately, after I called directly to the hotel to verify my stay, I was informed that they DID NOT have any pet friendly rooms available for my stay and apologized that the third party agency (HOTEL PLANNER) misinformed me. The poor coordination and communication provided by HOTEL PLANNER left my family and pets searching for a hotel at midnight, only to finally locate one that did indeed accept pets (over 45 minutes past are target destination).Additionally, I have called HOTEL PLANNER 4 times asking for a refund, with the first phone call taking place approximately 27 minutes from the original booking. Unfortunately, after speaking to 4 different HOTEL PLANNER agents, each has stated that my refund request has been escalated to the management department and I will receive a phone call or email within 24 to 48 hours.It has now been 10 days, and I have yet to be contacted by HOTEL PLANNER management as informed. Furthermore, when asked to speak with a supervisor or manager, the frontline agent informed me that they are busy and will call back ASAP, while continuing to reference the 24 to 48 hour window. It has now been 10 days since I originally requested a formal refund, followed by 4 phone calls and 1 follow up email, with the refund still not completed, nor a chance to speak with a supervisor.Itinerary Number : H6640736

  

  Business Response

  Date: 05/10/2023

  Greetings,

   

  A full refund has already been issued for this booking. Please follow up with your bank to see if there is a hold up on their end.

   

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

   

  Regards,

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

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20033317
  
  I am rejecting this response because: as of 10 May 2023 @ **** ********* Planner has not refunded my money/booking. Additionally, after checking with my bank, there are no pending refunds.

  Please actually refund my money, followed by providing a confirmation number that you completed the transaction. It has now been 12 days since I originally asked for a refund. 

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

  

  Business Response

  Date: 05/11/2023

  Greetings,

   

  Please note, seeing as *************** via BBB, a refund was processed before I ever responded. All refunds that are processed can take up to 10 business days pending on your banks processing policy. Once a refund is released on our end, we can not assist you further.

   

  Regards,

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

  Customer Answer

  Date: 05/12/2023

   
  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.

  Thanks BBB for making it happen!

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

• Initial Complaint

  Date:05/02/2023

  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 April 3, 2023 I contacted, what I thought was Rodeway Inn in ****** **********.The person that answered the phone. Asked me if I needed a room, I stated that I needed 4 rooms with two beds each and that I had to have breakfast and swim pool included because I have an 8 man crew that is why I was specific on breakfast for my crew. The person assured me they had plenty of breakfast of all kinds. When I arrived to hotel to check in, I asked the lady there what time they served breakfast, to my surprise she said we dont serve breakfast since COVIDand that the pool was not in season. I immediately asked for my refund and the lady at the counter said they could not refund, and I had to talk to Hotel Planner and I called them and I still have no call from them or email, needless to say I ended up at another hotel with all the accommodations that required .My question is, where is their communication failing and I assume that they tell you what you want to hear just to make the sale and to bind you to take your money. I personally think it is a scam.got to talk to a ************** yesterday May 1, 2023, and they assured me that I would get a call on May 2, 2023.. well I did NOT receive a call from hotel planner **************. All I want is my refund for rooms we did not use at all. Sad to say I Will have to take further legal action.It has been a month and I still have no answers. They charged my card $1209.60

  

  Business Response

  Date: 05/11/2023

  Greetings,

   

  Our operations manager is working on this for you. 

   

  Please email ******************************* for an update on your request. If you have any further questions or concerns, please reach out to **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20011073
  
  I am rejecting this response because: it has been established, that Hotel Planner has charged my card $1209.60 and we did not use any of the rooms at all. Now they are saying that they need to talk to the Rodeway Inn to get refunded. With all due respect Hotel Planner charge my card as it appears on my bank statement. Hotel Planner is responsible to refund back to me and not Rodeway Inn. Im not giving away free money! It has been over a month and a half and Hotel planner is dragging their feet. I need my money back Now. I did use the email ********************************* provided by Hotel Planner still no response.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/18/2023

  Greetings ******,

   

  Thank you for reaching out via email. We have had a difficult time reaching someone at the hotel that can help **. Your refund will be processed. 

   

  I also updated you via email.

   

  Regards,

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

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20011073
  
  I am rejecting this response because: ********* planner falsified accomindations. Hotel planner owes me my refund since they are the ones who charged my card, not ***********. I would appreciate your corroboration in this. Hotel Planner needs to refund my money, and then they can deal with Rodeway Inn on their on time.I have nothing to do with that.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/01/2023

  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.

  I had to book a hotel for my sons traveling basketball team so I used HotelPlanner which states on their website I am able to cancel the reservation until June 22 2023. We had to cancel because the tournament was canceled. I clearly canceled way before then and they are trying to charge me a 1 day stay even though it says on their website if canceled after June 22 then I would be charged for a 1 nights stay. I have attached screen shots of our emails and also the policy they have on the reservation and it clearly does not state that if canceled before the reservation date you will be charged a 1 night stay. It says only when canceled after June 22nd. I spoke with the company several times on the phone and was told I would receive a full refunded. I also asked for a manager to call me and was never called back. I even have an from Carweena stating she had processed the return after my email from April 27th however she lied and still took the 1 day night out. I have attached the emails showing I was supposed to get a full refund. Also considering that is they are going to charge a 1 night stay no matter what their website says then they need to state that on their cancellation policies. I have also showed this to my lawyer and he is advising me to contact the attorney generals office because they are not abiding by their cancellation policy. Please let me know if you need anything else from me.

  

  Business Response

  Date: 05/03/2023

  Hello *******,

   

  The reason your full refund had been previously denied is because the cancellation policy you agreed to states clearly: Cancel before 06/22/2023 00:00 AM LOCAL HOTEL TIME: 1 night(s) stay. That is the policy the hotel was abiding by, as was the supplier and so we had to abide by the same rule. When you were told via email your refund was processed, it was referring to the refund that was due to you, the total minus one night plus taxes and fees. 

   

  Fortunately, I was able to speak with the hotel manager, and my boss to secure a full refund for you. The remainder of your refund was processed early this morning (05/03/2023). Please allow **** business days to see that reflected on your account. 

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

   

  Regards,

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

• Initial Complaint

  Date:04/30/2023

  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.

  To Whom It May ********** Saturday, April 22, 2023 I called the number ************ immediately under the Holiday Inn Express website. The phone number looked as if it was not attached to any other website. I believed I was calling Holiday Inn Express on ********** in ******, ************** because ****** uses the area code 919. The agent who answered the phone did not identify the name of the company she represented or herself. All she said when she answered the phone was, Reservation Line. She asked for my information and began to make the reservation. I wanted a room with 2 beds but one was not available. I made a reservation for one king room, confirmation number H6601926.I wondered if I was speaking with the Holiday Inn Express because she needed my information. *** stayed at this inn several times and they have my information. I am also a member of Holiday Inn Express Rewards program.I decided to search for a local number for Holiday Inn Express in ****** and I called them. They had a room with 2 beds and told me I had made my first reservation through Hotel Planner. I canceled the reservation for the king room and made a new reservation for a room with two beds through Holiday Inn Express.Then, I immediately called Hotel Planner back at the number I initially called to cancel the king since I had made the new reservation through the hotel.I also questioned the agent why my bank account had already been charged since I hadnt even checked in yet. The Agent said, when you make a reservation, its prepaid. When I initially called, the agent did not mention that reservations were prepaid.Saturday I called Hotel Planner back four different times to make a reservation and then to cancel that reservation. Neither of these times did the agents answering the phone identify they were working for Hotel Planner.******CONTINUED IN ATTACHED DOCUMENT*****

  

  Business Response

  Date: 05/02/2023

  Greetings ****,

  After listening to the call, I can confirm you knew you where not speaking to the hotel as you asked for the hotels direct line. The agent then provided that to you. 

  When trying to call the hotel directly, it is imperative that you ****** the hotel, then call the number listed on their website. Often times people call the number associated with the best rate instead of calling the hotel directly with the number listed on their ****** page. 

  You did cancel outside of the policy you agreed to on the phone. That means you would have been refunded with a penalty. Instead of doing that, a voucher was issued for the full amount. 

  As a gesture of good will, we did cancel that voucher and issue a refund for the full amount. Please allow **** business days to see that reflected on your account. 

   

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

   

  Regards,

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

  Customer Answer

  Date: 05/08/2023

   
  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,
  
  **** Street

• Initial Complaint

  Date:04/28/2023

  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.

  Booked hotel through this provider to stay at Ramada Inn by ******* in ****** **. April 15th, 2023. Upon arrival I noticed the poor condition of the Hotel, and immediately called this provider to cancel reservation, and explained to them about the poor condition of this hotel. I have been trying to collect my refund, and have not been successful. I did not stay at this hotel, therefore I should get my refund.

  

  Business Response

  Date: 05/02/2023

  Greetings ******,

   

  We are sorry to hear the hotel did not meet your expectations. According to the cancellation policy to which you agreed, any cancellations are subject to a 30% penalty. Since you reached out within the right timeframe, I issued your refund according to the policy. 

   

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

   

  Regards,

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

• Initial Complaint

  Date:04/21/2023

  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 thought I was booking a room from a hotel. When in fact I somehow got transfered to hotelplanner.com. I did not realize this or see the extra fees until after I entered my card info and hit the book button. That was when I saw the final charge that was ****** more than the room. That was my mistake.I accepted it for what it was. When I tried to call the hotel to change my check in date I was informed I had to do it through hotelplanner.com. I called them and the agent helped me cancel my booking and then issued a travel voucher. He tried to book a new room with the new check in date but the voucher wouldn't work. So he told me a new voucher would be issued and I would receive it in an email. 5 days went by and no new voucher. I called several times and talked to several customer service reps. ***** time I called they told me it was gonna be taken care of just keep checking my email. After the 5th day I called and asked for a refund because it was becoming too much of a hassle and I needed to book this room. I was refused a refund because the person I was talking to was not authorized to give me one.When I asked to transfer me to someone who can I was told that department doesn't accept calls. Then I was reassured my voucher was coming in an email. Still have not received this travel voucher. I had to book another room at my own expense. Please help. I'm a father trying to raise 3 children on a single income. I was just trying to take my kids to the zoo.

  

  Business Response

  Date: 04/25/2023

  Dear *****,

   

  Your voucher has been canceled and you have been issued a full refund. If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

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

  Customer Answer

  Date: 04/26/2023

   
  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:04/21/2023

  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.

  Booked a two night stay with Hampton Inn, *********************************** assuming the reservation was through Hilton as that who owns *************** Not sure how I got connected with HotelPlanner as checking my phone records on Nov 6, 2022 I only phoned the Hampton Inn. HotelPlanner did not identify themselves as HotelPlanner so I assumed it was Hilton. After booking the room which I thought was only holding the room until check in I received my Mastercard statement and was surprised I was already charged. However HotelPlanner did not identify themselves on the statement and the charge was not what I was told on the phone and I have never received an e-mail from Day one from HotelPlanner. After Mastercard disputed the amount HotelPlanner cancelled the reservation and was supposed to refund the full amount. I checked with the Hampton Inn and they told me it was HotelPlanner who was supposed to cancel the reservation. am still waiting over 4 months for the full refund of $430.00

  

  Business Response

  Date: 04/27/2023

  Good Morning ******,

  When trying to contact the hotel directly, it is imperative that you call the number listed on their ****** page, rather than clicking on the number with the lowest rate. When you call the Hilton directly, they answer with the hotel name. Anytime you call a booking company, they answer with "Thank you for calling reservations..."

  We are so sorry about the delay surrounding the refund. Originally, we got an approval for a full refund, then when we tried to confirm a full refund, the hotel said they had to charge a one night penalty. Naturally, we are unable to refund if the hotel charged for the reservation.

  Luckily, after calling multiple times, I was able to secure a full refund. That being said, a full refund has been processed to your card. Please allow **** business days to see the remaining amount reflected on your card. 

   

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

   

  Regards,

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

  Customer Answer

  Date: 05/01/2023

   
  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:04/21/2023

  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.

  Recently You jumped in as a third party to book a weekend in November 2023. You made me feel like I was talking to the hotel in ********,***. my six sisters get together every year. I booked two rooms for two nights on February 18th and on February 27th canceled them. When I received my card statement you refunded all of it but $52.77. I was not aware that you keep money when you cancel nine months ahead of time. I called on April 13th and the young lady was very nice and thought she could work it out. The next day she called and told me they couldnt do anything unbelievable! This is highway robbery. I will book hotel rooms differently now and make sure no third party is grabbing my reservations. Perhaps you should let people know we are not talking with the hotel itself as I was led to believe. These rooms were for #H6239115 for November 3rd and 4th. Thank You

  

  Business Response

  Date: 04/23/2023

  Greetings ****,

   

  When trying to call a hotel directly, it is imperative that you call the number listed on their website. Often people will click the number when they see the lowest rates instead of dialing the number on the hotels website. 

  After listening to the call, I can confirm, the cancellation policy you agreed to is "One night penalty per room for any cancellation before 11/09". As a courtesy we issued the entire refund minus the processing fee which is 3%.

   

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

   

  Regards,

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

• Initial Complaint

  Date:04/20/2023

  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 have tried over and over this morning to cancel a reservation. The hotel has tried to cancel. There is no way to talk to a human unless you need to make a reservation. I talked with three reservation employees none could help me. All refer me to the same number which is a dead end! I ask for a supervisor and told they do not take calls. I was very frustrated and now Im just plain angry!

  

  Business Response

  Date: 04/21/2023

  Greetings,

   

  I am happy to look into this further, however, I am unable to find your reservation using the email or your name. Please email me directly with your booking information. My email is **********************************************.

   

  Regards,

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