Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,154 total complaints in the last 3 years.
- 651 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/17/2023
Type: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 to make a reservation. I was not sure if I did it correctly. I called the # for help and the first person said to call back having trouble with their system. I called back and this person said they would call me back. Originally I called a 607 # thinking it was the hotel and this third party got the call. I didn't make the reservation for March so I received an email giving me a voucher. Now I'm trying to use it and it's a total nightmare. I feel like I'm being scammed and I want my refund for $211.86. If I don't receive my refund I am going to call the better business bureau. I'm 74 years old and I'm on a fixed income. I've decided that I'm not going at all. You need to find more reliable people. No one should have to deal with this kind of service.My voucher# ***************** Pin # ****** It also has this: free rooms voucher #****** My name: ************************* *********************************** ******, **. ***** I feel that the owners of this business should follow with their employees to work with the people.I'm just so discussed this has been a total nightmare especially since originally I called a 607 210....# and it went to a third party. I never received a pdf file just an email with the information I sent above.
Business Response
Date: 04/18/2023
Greetings ****,
We are sorry for the inconvenience that you have experienced. When trying to make a reservation directly though the hotel, it is imperative that you dial the number on the hotel website.
The voucher has been cancelled and a refund has been issued. Please allow **** business days to see that refund reflected on your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 04/21/2023
Complaint: 19947325
I am rejecting this response because:The voucher #**************. I received my original $211.86 in my checking as of yesterday. There was also $56 that I had applied to the voucher that I thought I had to add additional money to the voucher. That is why I was trying to talk with an agent which I got no help whatsoever. I told them I tried making a reservation and it said I could add more money so I did thinking it would be covered. If you see I had $267.86 on the voucher. If you look at my original message I tried explaining it. I was just so confused and frustrated after everything. And I originally thought I was calling the hotel and was intercepted by hotel planner. I'm grateful for my $211.86 but I still have $56 dollars that they did not refund.
Sincerely,
*************************Business Response
Date: 04/23/2023
Dear ****,
As previously stated, a full refund has been issued. On 04/19/2023 at 7:12AM.
Regards,
*****************************
Initial Complaint
Date:04/14/2023
Type: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 13th I booked a room at OYO hotel in ********** ** they told me 2 nights was $236.90 when I called they said only $154 was paid to hotel where is the rest of my roomBusiness Response
Date: 04/14/2023
Greetings *******,
The price the hotel provided you with is a price that was privately negotiated between the supplier and the hotel. That rate is not available to the public, or HotelPlanner. We contacted the hotel, we were informed you are using the reservation. They will not allow a refund for this reservation.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Initial Complaint
Date:04/13/2023
Type: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 placed my booking on April 9th. I had a question about the booking and the agent misunderstood and cancelled my booking. I asked to rebook the same hotel, room and days the day of and got not response. They said hey will issue a full voucher for the amount I paid and I only received half. And now nobody will call my to discuss the situation or respond to my email. I want to book the exact same room.Business Response
Date: 04/13/2023
Dear *******,
We have processed your refund. Please follow up with your bank to see when the refund will be posted as a credit to your account. From our experience, it can take up to 10 business days to see the refund in your account.
Kind Regards,
*****************************Initial Complaint
Date:04/12/2023
Type: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 March 18, 2023, I called Hotel Planner to book a hotel room for August 4, 2023. The agent who answered my phone call was very unprofessional. The hotel I wanted to book is ******** Chalet Resort. I verified multiple times about the hotel name and address. He said he found a room with that hotel and booked the hotel. I was charged $412.60. Then I received an email confirmation but the hotel name looked different, and I asked him to verify. He told me this is a cabin located inside the ******** resort. I called the hotel later to confirm, but the hotel staff told me this is a different hotel. It is *****************************. It's not ******** Chalet Resort at all! I tried very hard to reach to Hotel Planner to complain about this issue. They never picked up the phone call then I tried to email to request a cancellation and refund since they should be responsible for the mistake. They emailed me said they can cancel it but this is non-refundable due to the policy. But their agent lied to me to mislead me to book the wrong hotel. Now they cancelled the room but refused to refund me the $412.60. Itinerary Number: H6405690 I have no idea what else I could provide as evidence to prove my conversation with that agent over the phone. I called a different number which provided by my bank, another customer representative of Hotel Planner said they do keep a recording of all phone calls. If you can listen to the recording of the phone call, it would explain everything. Let me know if there's anything I could provide on my end. Feel free to give me a call if you need more details.Your help would be greatly appreciated!!Business Response
Date: 04/12/2023
Greetings,
After listening to the phone call I can confirm the agent made an error. We will be happy to refund you entirely for this reservation. Since you disputed this reservation, it does lock us out of being able to refund your booking for up to 90 days. Please follow these steps to cancel the dispute so we can refund you right away.
If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter and emailed to: *****************************
MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
MUST state cardholder dropped or withdrew the dispute
MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 04/17/2023
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. However, I already emailed them the support they requested on April 12, 2023 to close the case, please see the email screenshot. I would like to keep this case open until I do receive the refund from Hotel Planner.Thank you so much for your assistance in this issue.
Sincerely,
Qian ShiInitial Complaint
Date:04/10/2023
Type: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 4/9/2023, I purchased 6 nights at the ****************** in *********, ** for the dates of 4/10/2023 - 4/16/2023. The total before taxes and fee's was $854. After being charged $514 in taxes and fees, the total grew to $1367. I swiftly canceled my reservations, as I did not realize I had booked through a third party that would be charging me such outrageous tax/fee rates. I called to cancel only 10 minutes after the cancelation deadline and was informed I could not receive a full refund unless I sent this issue along to the escalation department. Since then, I have received no communication from the escalations department in regards to the refund. I have called the company 5 times today and they have been unable to provide me direct contact information for or transfer me to their escalation department. This trip was booked so I may travel to my son's home and plan his funeral following a tragic accident that has claimed his life. I now have not been able to have my refund processed through the company, which will take several days to then process through my bank, and have had to pay for another hotel reservation. I am also preparing to pay for a funeral. I have informed the business that this matter needs swift attention and have been continuously told to wait for communication via email in 48 hours. I have attached a copy of the only email I have received from the company since canceling.Business Response
Date: 04/11/2023
Greetings *****,
First, we are so sorry to hear about your son. Our deepest condolences to you at this time.
According to our records, this reservation was booked online. Before confirming the reservation, all prices, policies, and terms must be agreed to via a check box.
We ask for ***** hours as a general response time because we must answer all request in the order they are received. We have urgent-low priority scale, we work around the clock to tend to all of the request. We have an escalation team to tend to the request that are outside the policies that where agreed to at the time of booking.
Your refund has been issued. 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,
*****************************
Initial Complaint
Date:04/10/2023
Type: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.
My elderly mother, *****************************, tried looking up the number to the Residence Inn in ******, ***** to attend a family wedding. She saw the number online (in a misleading ad from HotelPlanner.com). She called and asked to be part of the hotel block for the wedding. The online agent presented as a representative of the ****** Hotel, even going as far to say she was booking in the wedding block. My mother was charged $1628.85 to her card ending in **** on Jan 17, 2023. (The cost of the reservation through the actual hotel would cost $680.)Today I tried calling the hotel to cancel the reservation (due to health issues for my parents) and was told the reservation was not made with Marriott, but with HotelPlanner.com. Mom called HotelPlanner directly and explained their health issues as was told she would receive a full refund. Instead she got an email for a voucher in the amount of $814.43. I have tried reaching out to HotelPlanner by phone and online chat, but have been unable to reach anyone. No reply has been given to our request for the full refund as promised. ******** would like to receive a full refund of $1628.85 to her card ending in **** for itinerary H6086061. HotelPlanner has not been transparent in their business practices and has failed to follow through on their commitment to issue a full refund to the original payment. I am happy to provide additional information. It is a shame when businesses take advantage of the elderly.Business Response
Date: 04/11/2023
Greetings ********,
When trying to book with the hotel, it is imperative that the number on the hotel's ****** page is the one that is dialed. We are unable to honor block rates, unless the block is through HotelPlanner. After listening to the call, I can confirm the agent was putting in block information. It didn't honor the block rate because it was not done through HotelPlanner. When booking the reservation, the booking agent was very clear the the booking was nonrefundable. At the time of booking, all prices, terms and conditions were fully disclosed to which they were all agreed.
Because the booking was nonrefundable, when it is canceled by anyone, a voucher is automatically issued. That has to be overridden by a manager. When the phone agent said you would be refunded, he was telling the truth. He advised you he was putting in a refund request. We usually ask for about ***** hours for a response time because we must answer all request in the order they are received.
As of now, the voucher has been canceled and a full refund has been issued. Please allow **** business days to see that reflected on your account.
if you have any further questions or concerns, please reach out to *************************.
Regards,
*****************************
Customer Answer
Date: 04/13/2023
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:04/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a reservation with Country Inn ******** in *********, ** on 3/31/2023. The problem is that I was not booking with the hotel but with Hotel Planner. They did not email me my confirmation which would have contained their cancellation policies . I had to cancel my reservation on 4/3/23. I actually did call the hotel to do that and they gave me a cancellation number. I thought they were the ones I had made the reservation with in the beginning. When I happened to be looking at my credit card information online, I noticed that no credit had been issued. So I called the hotel and they told me that I had to check with the third party agent. Which was news to me. I started calling around trying to figure out who charged me. The hotel never gave me a name , so I filed a claim with my credit company. Not long after that I got a text from Country Inn! But it was Hotel Planner. They gave a contact number. They did not have a record of my cancellation. I talked with a man who said he would verify my cancellation. When he told me that I should have cancelled by 4/2 , I was surprised. It doesnt sound to me like I am going to recover my money. But this is clearly a scam business. They are spoofing people online. They need to be stopped. I am usually careful, but they fooled me! These hotels need to stop them from claiming to be them. but you know maybe they get a kickback from Hotel Planner.Business Response
Date: 04/09/2023
Greetings,
When booking online, people tend to click on lowest rate. Versus clicking on the hotel website and calling the hotel phone number. It is imperative when trying to book with the hotel directly to call the number on their home ****** page. When someone is booking on our site, there is a "HotelPlanner" header on the page.
Additionally, when booking online with HotelPlanner, you must click a box prior to completing the booking that says you read and agreed to all the terms and conditions of HotelPlanner's booking policies. If you do not click the box, it does not allow you to complete the booking.
As a gesture of good will, we already processed a full refund. Please allow at least 5 more business days to see that reflected on your account.
If you have any additional questions or concerns, please reach out to **********************************************.
Regards,
*****************************
Initial Complaint
Date:04/05/2023
Type: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, I made a one night hotel reservation for ******** Country ************ for *********** ** for April 6 (1 night) I was charged $156.98. They told me I would receive an email with my itinerary number. Email never came. I called to cancel the reservation 2 days later because my wife came down with COVID and we could not travel. Called ************* at least 10 times. They kept on switching me over to service desk. When it connects to service desk, I cannot proceed any further because itinerary number (which was never sent) is required. I was unable to get a refund. This is a scam because the email with the itinerary number was never sent, therefore my reservation could not be looked up. I notified **** of America that this is possible fraud and its currently being investigated.Business Response
Date: 04/06/2023
Greetings,
I have tried to look up your name, number, email, and the hotel. I show absolutely nothing in our system. I am happy to investigate further, however I would need a screenshot of the charge as it appears on your transaction history.
Please send the photo to **********************************************.
Regards,
*****************************
Initial Complaint
Date:04/03/2023
Type: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.
Nieces wedding in *******************, was on a website looking for hotel near ******* **. Went through several times for ******** MO and St. ****** **, the site kept sending me to ******* **., 2 hours away! I finally got was I thought was in ******** **, so I booked it. After sending the information to the rest of the family to book, they said are you sure thats right? After re-reading the email, they are changing to **************** **. They called the actual hotel, and got rooms. When this company called me it came up telemarketer on my phone. Who answers THAT call? At least 8 emails sent I can get no help whatsoever. $209 down the drain. This company is terrible!!!Business Response
Date: 04/03/2023
Greetings,
We are sorry about the delay in response. We must answer all calls and emails in the order they are received.
For your case, the only way we can fix this is by cancelling the entire reservation. I understand this was a "nonrefundable" rate, however I was able to get a cancellation free of charge. A full refund will be processed. Please allow **** business days to see that refunded on your card.If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 04/18/2023
Complaint: 19890505
I am rejecting this response because:See email below. This has not been resolved as of yet. Original complaint was April 3, 2023. We have not received a refund as of April 16th. Can you follow up on this again. Thank you so much. ******************************* MESSAGE FROM BUSINESS: Greetings, We are sorry about the delay in response. We must answer all calls and emails in the order they are received. For your case, the only way we can fix this is by cancelling the entire reservation. I understand this was a "nonrefundable" rate, however I was able to get a cancellation free of charge. A full refund will be processed. Please allow **** business days to see that refunded on your card. If you have any further questions or concerns, please reach out to me directly at ********************************* Regards, *****************************
Sincerely,
*******************************Business Response
Date: 04/18/2023
Greetings,
This guest has been fully refunded.
Regards,
*****************************
Initial Complaint
Date:03/31/2023
Type: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 January ********************************** ******** ** for January 19. On the evening of the 17th, I noticed on my bank account that they had charged us for two rooms. We canceled the rooms the next day but received the email attached that the room was not canceled as we had asked in our phone call. It was difficult to understand the person on the due to their accent. We asked for a refund of the money but they kept insisting that they were going to give us a voucher. This was a business trip and we have no need for a one day hotel voucher for the future. I spoke to a ***** from Hotel Planner at ************** and he said we would get our refund for the errant room and he would have to speak to a manager about the refund instead of the voucher request. He said we would be getting an email about all of this and to look for it. That was over a month ago and we have not gotten a refund or an email.Business Response
Date: 04/03/2023
Greetings ,
We are sorry for the delay you have experienced. There was a voucher issued on 01/20/2023. An error occurred when ***** requested the refund, that request was not seen by the correct people that can handle that request.
Your refund has 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,
*****************************
Customer Answer
Date: 04/04/2023
Complaint: 19879827
I am rejecting this response because:I am happy that they are refunding ** for one of the hotel costs. I have no need for a voucher and would like a refund of the cost of the stay instead of the voucher.
Sincerely,
***********************Business Response
Date: 04/04/2023
Greetings,
As per previous response:
Your refund has 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,
*****************************Customer Answer
Date: 04/05/2023
Complaint: 19879827
I am rejecting this response because:The company charged me for 2 rooms and I only see the refund for one room in my bank account. I have contacted ******************** with this information as well. I have attached the copy of my bank account showing that the company charged me for 2 rooms.
Sincerely,
***********************Business Response
Date: 04/05/2023
Greetings ******,
The reservation has been refunded. It can take **** business days to see that reflected on your account.
Regards,
*****************************
Customer Answer
Date: 04/10/2023
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,
***********************
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