Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,061 total complaints in the last 3 years.
- 623 complaints closed in the last 12 months.
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Initial Complaint
Date:03/29/2023
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 29 March *********************************************************************** ********** *******. My Father was scheduled for surgery at *** the next day and needed to arrive by 5 AM so we needed a room in a hotel connected to *** for the night. (We live over an hour away). When the phone was answered I asked is this the ************** that's connected to *** and was told it was. At this point I requested information on room rates for the night. I was quoted a price of $219.99 and agreed to that price. I was then asked for credit card information. Late that evening after checking into the hotel I received a receipt via email saying I was being charged$356.94. An additional charge of $136.95 was on the bill with no explanation of what the charge was for. When I contacted the front desk I was told I had booked thru a 3rd party company called Agoda. I have never heard of this company nor did I knowingly contact them. I believe I was redirected to a 3rd party company without my consent. The receipt I received in email had no company name or letterhead. I believe I am due a refund of the additional charge I didn't agree to ($136.95).
Business Response
Date: 03/30/2023
Greetings,
As explanation: we are affiliated (connected to) as in we can book you a room at whatever hotel we work with on our site.
We apologize about the delay, we must answer all calls and request in the order they are received. After listening to the phone call, I can confirm the agent forgot to disclose the price after tax because she got distracted with making sure to note you needed late check out. We apologize for this error. The $136.95 has been refunded back to your card. Please allow **** business days to see that on your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************Initial Complaint
Date:03/28/2023
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.
HotelPlanner.com Sent me a Voucher for ****** voucher #****** and another Voucher **************** and I tried to use it they said they didnt find it in There system. So I would like it back in bank account or send me a check.Business Response
Date: 03/28/2023
Greetings,
We are sorry to hear about you having problems with your voucher! We will cancel your voucher as per your request, and issue a full refund. Please allow **** business days to see that processed to your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Initial Complaint
Date:03/27/2023
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.
Hello,I would like to file a complaint for HotelPlanner. On 1/25/2023, I tried to book online rooms at Days Inn by *******, in ********, **. I was unaware I was switched from the Hotels webpage to the 3rd party HotelPlanner until I needed to cancel the first day of the stay. I had paid in advance for 4 days, from 3/23-27/2023. I had booked this for my Son and ********. When I realized they couldnt make it the first day, I told them to call the Hotel to advise them they still wanted the room, just wouldnt be there until 3/24/2023. My son called the 800# on the receipt that had been texted to me instead of directly calling the Hotel. The receipt said to call them if there were any problems. Thats when I realized I had been SCAMMED. When my son got to the Hotel he was told his reservation had been cancelled due to no show and there were no rooms available. So my son called me, said that it had been cancelled with no refund. He said he had left a message at the 800# for a call back as instructed. He NEVER received a call back. I tried calling the number several times, left messages, and still never have received a call back. I even went online and left a message on the live chat. I received e-mails that said they would get back to me. Ive never received a call back. I realize that we should have called the Hotel, but until he actually got to the Hotel, I didnt know we were dealing with a 3rd party. This is a complete scam. We couldnt correct the dates on our request even though we tried several times. Since there was no refund and my son had to pay again for rooms, one night at another Hotel and 2 nights at Days Inn. The Manager, *************, was very apologetic and helpful, but still wouldnt refund the original reservation. Refund due of $392.88 for original reservation.Business Response
Date: 03/28/2023
Greetings,
I would love to assist you further. Please email me directly with your booking details at **********************************************.
Regards,
*****************************
Initial Complaint
Date:03/27/2023
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.
Found a phone number through ****** search that I thought was the hotel brand I was hoping to call, when Hotelplanner.com picked up they confirmed they were this hotel brand which is a lie. They continued to lie about availability in the area so that I would be forced to book a more expensive room, I only received a text confirmation and no email receipt despite asking twice. I finally called the hotel directly to confirm the booking was even real, once they found it after a lot of searching I called to cancel because I never intended to book through a third party. I was channeled through three different numbers associated with expedia (parent company?) only to get connected to a voicemail that never picks up. They claim the reservation could not be cancelled due to the hotels policy which is also incorrect. I finally charged this back on my credit card, hoping for the best!Business Response
Date: 03/27/2023
Greetings,
When trying to book directly with the hotel, it is imperative to call the number on their ****** page. When calling any booking company, we only have limited deals at our fingertips. We want to help still, so that is why the booking agent was offering other places.
Even though you agreed to a nonrefundable, I was able to get your rooms canceled free of charge. A full refund has been 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,
*****************************
Initial Complaint
Date:03/27/2023
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.
3-26-2023. Called to reserve a motel room. Operator had a heavy accent, I thought he quoted price of ******. I gave him my credit card information and then he told me that it was ******. I immediately asked him to cancel and he refused. Company refuses to cancel.Business Response
Date: 03/27/2023
Greetings *****,
After looking into your complaint further, I do not see where you reached out to us after the phone call to ask about cancellation. Since I did not see any cancellation request I listened to the phone call. I can confirmed you asked the booking agent to cancel the reservation. Since he is a booking agent, he is unable to cancel reservations. It is imperative that you reach out to customer service in these cases.
We were able to get your reservation cancelled with no penalties. Your refund has been processed. Please allow **** business days to see that reflected on your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************Initial Complaint
Date:03/23/2023
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.
The middle of February 2023 I booked the Holiday Inn Express in ******* ** for the dates of June 1st, 2nd, 3rd, 4th, 2023 for my wedding. I called the hotel to remove June 3rd and 4th (wanting to keep the 1st and 2nd) as my parent surprised us with a hotel closer to the airport for our honeymoon flight. The hotel said they couldn't help me because I had booked through a 3rd party. NO. I .DIDN'T....... at least not knowingly. The link rerouted me to this company as I was booking, NOT with my knowledge. I called Hotel Planner and told them that I was needing to cancel the 3rd and 4th and would like a refund ...they advised me that I could only have a voucher for these 2 days. I explained that I really needed the refund as this was not my fault that I UNKNOWINGLY booked through them. He again said he could only do the voucher. I finally agreed to this for the 2 days. I called the hotel directly to make sure Hotel Planner had cancelled the 2 days and they the hotel told me they actually cancelled my entire reservation...... all 4 days. I have a string of emails between myself and Hotel Planner's "customer service" asking for a refund (Feb 19th, 28th, March 6th, 15th, 18th) not to mention the phone calls I have made (and have witnesses to). They have promised a new voucher EVERYTIME (4 that I can recall off hand). I patiently wait for the next one, then the next one, then the next one etc ...... they are NEVER " valid" and I'm still unable to book my hotel because of this. I am 23yr old newlywed, traveling out of town (6hrs away), trying to keep my wedding party together (which we are not now) and I don't have another $351.48 to spare and if the vouches don't work and I don't get a refund I'll be out a total of $702.96. I WANT MY MONEY BACK...NO OTHER OFFERS.... ONLY A REFUND TO MY CARD THAT WAS CHARGED ...NOT another voucher promise. I have been doing this for over a month now and I have been more than patient and my wedding is fast approaching.Business Response
Date: 03/23/2023
Greetings ********,
Congratulations on your marriage!! What an exciting time for you.
When looking online at rates, sometimes people click on the best rate not realizing that the site changed. We are so sorry to hear the voucher that was issued is showing invalid. I can under that can be a frustrating situation. I have canceled all vouchers and a full refund was processed. Please allow **** business days to see the refund reflected on your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Initial Complaint
Date:03/23/2023
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.
Booked a room trough Hotelplanner.com inadvertently, we believed we were taking with the Holiday Inn Express in ********* **** The was booked for March 12th and March 13th for a long sized bed with oceanfront view. The was a very explicit request and we were told 5 times that we would have the room requested. It was clearly a condition of the reservation.When we arrived at hotel we were told we had a street view, but he reservation was for best available, and that hotelplanner.com was not connected to the property, and this was an issue on numerous occasions.Attempts to call hotelplaaner.com were met with you will have to wait 2 hours for supervisor callback. Supervisor callback never happened despite over 10 phone calls to them. We stayed at the property per the reservation because they had already taken the funds from us and did not have Desirees to pay twice for a room:We are requesting a full refund f $354.94 based on:Materially misrepresented they worked for the property.Despite telling us numerous times we will have an oceanfront room, they lied and did not reserve the room knowing that was condition of the booking.They make sure you cannot speak to someone regarding a resolution.They did not send us a receipt until day of checkout.Based on the fraudulent and unethical operation of this company, we are owed a refund.Business Response
Date: 03/23/2023
Greetings,
I am so sorry you were unable to get the oceanfront room. We have processed your entire refund for this booking. 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:03/22/2023
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.
(H6143961 $309.61 ******), (H6143950 $288.65 *****), (H6171778 $287.94 ******), (H6271869 $270.36 *****); I looked on the internet to make a reservation for ************, OR. for Feb 23rd to 25th. Hotel Planner checked all the Hotels in ************. I had to have an ADA **** for my friend as she is in a wheelchair. The only hotel that was available was Sieltz ********* Front I was told that they had a walk-in shower. The Nite of the 22nd and morning of the 23rd ******** had a serve snowstorm. I called Hotel Planner to tell them that we would not be able to make it to the beach, because of the Snowstorm and ask to reschedule the following weekend. When we arrived on Mar 2nd, we checked out the ADA **** and found it DID NOT have the shower that we needed thus we could not stay there. The hotel manager said the money for the Mar 2nd to Mar 4th would be refunded by Expedia when I called them, they knew nothing about the refund. We have not received any of our money back that had to be PREPAID for Feb 23rd to Feb 25th and the Mar 2nd to Mar 4th. We would like to get back all of our monies. We have filed a claim with our banks to get the monies back. I did receive an email from Hotel Planner, but I could not get a hold of the product manager as when I called the number, I was sent to the reservation folks who could not connect me to her.Business Response
Date: 03/22/2023
Greetings,
We are so sorry to hear you were unable to utilize the first reservations. We have reached out to the property SEVERAL times, they do not answer. We reached out to the supplier to see if they could get ahold of the hotel. They were finally able to reach them, but the hotel denied the refund for H6143961 and H1643950. I know that is not the answer you wanted, but we can not approve a refund if the hotel denies the refund request.
Good news, upon further investigation, we have an email from the property regarding H6271778 and H6271869. They stated they would issue a refund for those 2 reservations. We have also issued a refund for these reservations. Please allow **** business days to see those refunds reflected to the account. If it is beyond 10 days, please reach out to your bank.
Again, I apologize we were not able to secure a refund on all 4 of the reservations. If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 03/24/2023
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:03/22/2023
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.
In Aug 2022 we contacted ***** Planner to book 2 hotel rooms at the ************** in *********** for Aug 19th and 20th. The lady managed to book one room, but when she looked for a second room, there were none left. Since only one room was available we decided to change our dates to Sept 2022 instead. She CONFIRMED she would cancel the reservation for Aug 19th and 20th and proceeded to help us find two rooms at the same hotel for Sept 2022 and provided a confirmation number. Upon receipt of my **** bill I noticed a charge from the ************* for $326.06 - reason "no show" for Aug 19th and 20th 2022. OBVIOUSLY ***** Planner had not cancelled the room when they said they did.I reached out to ***** Planner several times. A case was opened and I was told they would contact me. When I did not hear from them I called them again and they said the case had been closed without my knowledge. I couldn't believe it. At this point I was quite upset and asked to speak with mgmt. Mgmt finally emailed me, and the emails back and forth did not solve the issue. The sentence in the last email I received say the following:Your request for compensation has been denied. I consider this the final communication for this matter.*******,*********************** Senior Guest *********************** Reservations **************************** Obviously they have the big end of the stick since they are a "Third Party" and don't appear as the "Merchant" on my **** bill.I then decided to contact my **** bank and they filed a case, but my claim was denied since **** has to file with the "Merchant" who billed me (***** Concorde), instead of the ************** ***** Planner". It's not ***** Concorde that did anything wrong, so I totally understand that it's not up to them to reimburse me.***** Planner, especially this manager has no class and is definitely not there to help customers with a problem. They are responsible for this charge and refuse to take responsibility for it.Business Response
Date: 03/23/2023
Greetings ********,
I have looked/searched for a reservations in your name. All that comes up is the reservation for September 2022. That obviously concerned me due to you saying you completed a reservation for August.
I called the hotel to have them search for a reservation in their system for you in August 2022. The gentleman at the front desk informed me that they do not have a reservation for you coming in August 2022, either. They never charged you a no show fee.
Quite clearly, I can see when I look at the history, you do have a charge on August 19, 2022. That was actually the booking deposit for September 2022. On your itinerary, it states a booking deposit is charged at the time of booking, and is not refunded if cancelled. Standard practice is that booking deposit is charged by the hotel to authorize the card, and hold your room. In your case, that is exactly what happen.
In order to make sure you were not overcharged, would you be able to send me a screenshot of the charge you paid when you arrived at the hotel? Please email it to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 03/31/2023
Complaint: 19635998
I am rejecting this response because:The information provided by Hotel Planner's response to my complaint is incorrect.
Attached are documents (provided by the *****************) showing the reservation was in fact made by Hotel Planner (on Aug 13th 2022) for Aug 19th and 20th 2022.
The charge on Aug 19th was not a "booking deposit" for our Sept 3rd to 5th ************************************** their response.
I also do not understand why Hotel Planner would ask me to send them information by email directly to them instead of going through Better Business Bureau.
Sincerely,
*******************************Business Response
Date: 04/04/2023
Greetings,
We were just passing along the information the hotel supplied to us. At the time, we did not know it was incorrect.
When I search your name, email, your friends name (that was provided via email), the only reservation that comes up is the one for September. We have no record of the reservation for August. Would you happen to have a itinerary number that begins with an H?
I appreciate the information provided. Because there is no reservation in our system, and your September bookings are "Pay at Hotel" we are unable to provide a refund to your card. I can however offer a voucher for the full amount that was charged to your card from the hotel.
I asked for you to email me directly because often times it is easier to have conversation via email, versus the delay with BBB.
Regards,
*****************************
Initial Complaint
Date:03/21/2023
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 20, 2023 I did a search for the **************** in ************* ******* , I thought it was the actual hotel because thats how they identified themselves, not a third party hotel booking , it wasnt until , I realized she charged my debit card that this was not the actual hotel , I proceeded to tell her I didnt want this room and I needed to talk to a manager or someone because I didnt want this room , I never agreed to the terms , I was actually yelling at her asking to stop and I needed to talk to someone else , she sent my to the service department , which of course no one answers they started a claim ticket ( which at this point I have about 10 claim tickets nobody ever responds in any way , they just say I agreed to a no cancellation policy , why would I do that when I have husband with cancer and often have to cancel , I have stay at the blue chip numerous times and not had this problem , the number I called led me to believe I was talking to the actual hotel I would never pay ****** for two nights when I get them free with my players card , Also when I called back , I cant get through to anybody , my reservation number is H ******* , I just want this reservation cancelled and my ****** dollars refunded ,,, please listen to the recorded conversation and you will hear me asking why am I getting charged and please let me talk to someone that can cancel this reservation please help me , nobody will respond from the number I made the reservation with .Business Response
Date: 03/22/2023
Greetings ******,
We apologize for the delay. We must answer all request in the order they are received. Your reservation has been cancelled and your refund has been processed. Please allow **** business days to see the refund reflected on your account.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Customer Answer
Date: 03/22/2023
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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