Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,095 total complaints in the last 3 years.
- 684 complaints closed in the last 12 months.
If you've experienced an issue
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:07/11/2025
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.
I am filing this complaint in an effort to receive a refund that has been pending for over a month. I made a reservation for ************ by ******** in ************** for the dates May 31st to June 7th. I believed I was booking directly with the hotel, as I called what I thought was the hotels direct number. However, I unknowingly ended up speaking with a representative from a third-party company, HotelPlanners.com.Following our stay, ************ confirmed that a refund was issued, and that the funds were sent back to *****************, the third-party agency that processed the booking. We have documentation from the hotel verifying this refund.Since then, I have made multiple attempts to resolve this matter with ***************** via phone and email. Despite these efforts, including escalating the issue to a manager named ******* ********* there has been no **************************** continues to send vague responses, stating the case is with the Escalation Team, but we have received no follow-up, no clarity, and no refund. It has now been over a month, and the lack of accountability and transparency is deeply concerning.I am seeking a full refund, which is a significant amount, and Im requesting immediate action to resolve this issue.
Business Response
Date: 07/11/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/11/2025
Complaint: 23585311
I am rejecting this response because as it is the same generic update I have been receiving for the past month.
Since July 8th, I have been told that the issue is with the Escalation Team, yet there has been no meaningful follow-up, no resolution, and no refund. Simply stating that it is being looked into is not acceptable at this point.
I am requesting clear and detailed information on the current status of my refund, including:
What specifically is causing the delay.
What steps are being taken to resolve it.
A concrete timeline for when the refund will be processed.
I have already involved the hotel, who confirmed the refund was issued back to *****************, so the responsibility now lies fully with your team to complete this process.
Sincerely,
***** ****Business Response
Date: 07/15/2025
Good Afternoon *****,
I come bearing happy news! I am pleased to inform you that a full refund of $2,321.77 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/15/2025
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:07/10/2025
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 June 26, 2025, I booked an *** compliant room through HotelPlanner to stay at *** by ****** in ******, ********. The booking was to check in on June 26, 2025 and check out on June 27, 2025 for $178.62 . Itinerary No H11777925. Upon our arrival, Tru by ****** informed us they did not have an *** compliant room available, and could not accommodate us. Due to my physical disability, I had to cancel my reservations due to a handicap room not being available. Tru by ****** stated they would refund our money back through the HotelPlanner booking site. I contacted Hotel Planner the evening of June 26, 2025 to confirm my refund. They said their review team would have to approve it and it would be 2 to 10 business days for a response. They offered a hotel voucher on June 27, 2025 for $178.62, but I declined the offer because we do not plan to travel anytime soon, and requested the full amount be refunded back to my charge card. It has passed the 10 day deadline (July 10) for my refund. I am still waiting for my refund since the error occurred on their part and not mine. Theyre the ones who booked a room that was not available.Customer Answer
Date: 07/10/2025
I received the email above today stating I should receive my refund within 10 days. I hope they will follow through this timewell see.??Business Response
Date: 07/10/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Customer Answer
Date: 07/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.I will give you the opportunity to refund my money. I would still like to keep the case open until I have received my refund. Thank you for your response.
Sincerely,
****** ********Customer Answer
Date: 07/11/2025
Dear BBB,
I respectively would like to keep my case open since I have not received my refund yet. Once the refund has been credited to my credit card account, I will be more than happy to close my case. Thank you so much for your time and help.
Regards,
****** ********
Customer Answer
Date: 07/11/2025
Dear BBB,
My response on July 7th was intended for the business, HotelPlanner instead of BBB. Is there any way I can correct this? I would like them to know I appreciate their response and will inform them when my refund has been credited to my credit card account. I apologize for this mistake.
****** ********
Customer Answer
Date: 07/11/2025
DATE CORRECTION on previous message to BBB. The date should be July 11 instead of July 7.Initial Complaint
Date:07/10/2025
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 July 5, I called ****************** *********, ******* to make a 2 night reservation for July 7 through July 9. The number I called appeared to be at the hotel and was never disclosed that this was a third-party booking. I tried to give them my membership number which she would not take and first Reservation that she gave me was over $1200 and I told her I would call back but she hesitated and said wait. I can get better deal for you which was 1198 for The two tonight. She never disclosed that this was a third-party booking company And I tried to give her my membership number for discount and she said this was the best rate that I could get at this hotel. Upon checking out of the hotel on July 9, the front desk informed me I had booked through a third-party booking and did not have a receipt. My itinerary number is H11873393 with confirmation number *************. I believe that this is not a fair practice/fraud and had I known I was booking through a third-party I would have not done this. It appears that I could have gotten the rooms for approximately $300 to $400 cheaper booking through the hotel reservation. I feel like this is fraudulent and posing as the hotel reservation desk. When i called back to hotel planners, the lady disconnected me when I told her what I was wanting information on. I have not received a receipt from hotel planners and I would like this matter looked into and either adjusted or refunded, I feel that is an unfair practice and should have been identified as a third-party ******.Business Response
Date: 07/10/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Customer Answer
Date: 07/14/2025
Complaint: 23580532
I am rejecting this response because:
I understand they are looking into the complaint but have heard nothing else from the business
Sincerely,
******* ****Business Response
Date: 07/15/2025
Greetings,
Thank you for reaching out! I am pleased to inform you that we have issued a 15% refund and provided the receipt, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!Kindly,
******* Planelles
Customer Answer
Date: 07/15/2025
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:07/08/2025
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 July 4, 2025 I called the ************************************** to make reservations for the evening of July 7. 2035. I called the phone number on the website. The person answering the phone said Best Western. I made the reservation and gave them my credit card number to hold the room for late arrival. I received an email and a text stating from Best Western confirming my reservation. I also received a text from Best Western on 7/7 stating my credit card was being charged $141.93. When I arrived at ******** they told me that the reservation only had my name. There was no credit card information, and ** had not charged my card or received payment. I was told that ** sometimes uses Hotel Planner to make reservations, and that Hotel Planner had screwed up my ************** complaints are: 1) Hotel Planner identified themselves as Best Western during my phone call, 2 texts, and one email. Never did they specifically state they were a 3rd party; 2) Hotel Planner charged me over $40. more than the going BWrate; 3) Hotel Planner charged my credit card, but did not complete the reservation with BW. This resulted in my reservation being cancelled and I had to book AND PAY FOR another room.Business Response
Date: 07/08/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Business Response
Date: 07/09/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $141.93 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/11/2025
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:07/07/2025
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.
I booked a stay for 08/07/2025 through 08/10/2025 using HotelPlanner.com for a hotel in ***********, **. I booked this hotel on 06/30/2025 and selected the additional $70.03 Refund Protection plan during my stay confirmation. I was then billed the full amount of my hotel reservation, $788.29, on 06/30/2025. This is over 30 days in advance of my check in date. My itinerary number is ***************, 07/07/2025, I called to cancel the reservation due to conflicts that will prevent me from traveling on those dates. The person I called and spoke with explained that they would be cancelling my reservation today. I received an email today, 07/07/2025, that my reservation was cancelled. I then was instructed to submit a refund request through a link the associate sent me via email. This refund request forces you to choose a specific reason you cannot attend the reservation including the death of a family member, a pregnancy of an immediate family member, a serious illness or injury, or your own personal death. Each of these options and the several other very intrusion options listed force you to include things such as medical records, doctor's note, birth certificates, or death *************** is a manipulation of a "Refund Policy" to require someone to submit such personal information. I selected a "Refund Policy" under the premise that the business would stand behind this policy in case a conflict came up. At no point was I informed that this policy only applied if you could prove that you were dead, dismembered, or giving childbirth. I spoke with the support team again today, 07/07/2025, and was told the "Escalation Team" would be reviewing the case. I was informed that no refunds had been approved, given no case number, and told that the "Escalation Team" cannot be reached by phone or email. I have not been offered any resolution because I have not completed the refund form which requires sensitive information to be submitted.Business Response
Date: 07/08/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Business Response
Date: 07/09/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $788.29 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/11/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $788.29 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/14/2025
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:07/07/2025
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.
Hotel Planner presented as the actual hotel. Then presented to the hotel as Expedia. Refused refund once hotel suggested I do so and report them.Business Response
Date: 07/08/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. 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, which is emailed to ***************************** // CC: ******************************************************************.
1. 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)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 07/09/2025
Complaint: 23565379
I am rejecting this response because: I have been verbally told by Hotel Planner that a full refund is being processed, once to be received by July 7 and the other by July 21, 2025. I also submitted to you an email received from the company 24 hours after I cancelled showing the refund was being processed. Furthermore, the Fairfield Inn and Suites, ******** has cancelled the reservation without monetary penalty. (See attachments.) ************ does not guarantee me in writing a full refund as highlighted in the response letter. Their deceptive practices are all over the internet, which I can verify if needed. I would not be wise to drop the fraud claim without a refund. There are claims of "BAIT AND SWITCH" practices as well. I also reject the waiting period of 90 to 120 days. This is no small amount of money for us. The company presented themselves as the hotel. I was not told that "conditions" applied to a cancellation when I agreed to pay a higher amount for the right to cancel. The hotel, itself, advised me to cancel the credit card used. In fact, the hotel cancelled the reservation from their end the very night I booked and discovered that I had not booked directly with them. The hotel staff has been extremely cooperative.
Sincerely,
***** ********Business Response
Date: 07/09/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. 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, which is emailed to ***************************** // CC: ******************************************************************.
1. 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)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Customer Answer
Date: 07/10/2025
Complaint: 23565379
I am rejecting this response because:
There is nowritten guarantee of a refund in writing if I drop the dispute. Attached is proof the hotel will not charge any party for the cancellation.
Sincerely,
***** ********Business Response
Date: 07/11/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. 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, which is emailed to ********************************************* // CC: ******************************************************************.
1. 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)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of dispute
If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Customer Answer
Date: 07/11/2025
Complaint: 23565379
I am rejecting this response because: I have not received my refund. I will drop the complaint once that happens.
Sincerely,
***** ********Initial Complaint
Date:07/03/2025
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.
To Whom It May Concern,I am writing to formally dispute the charge of $298.88 for a hotel reservation made through the phone number ************ for ***********************************, for the night of July 67, under the itinerary number H11847274. (The reservation was made on July 2 at about 8pm and the cancellation call was made same day about 9pm)When I made the booking, I was unaware that I was using a third-party booking service, as there was no disclosure provided over the phone. Within an hour of placing the reservation, I realized that my company had already booked the same night for me and I would now be double-booked. I called back within an hour to cancel the reservation, explaining the situation in good faith.Despite my timely cancellation and the fact that no service or product was rendered, I was informed that I would not receive a full refund. This is unfair and unacceptable, as the company incurred no loss and had ample time to resell the room. Refusing a refund in this context amounts to an unjust enrichment and borders on deceptive business practices.I only received a refund of $80.69 and I am requesting a full refund of $298.88.Business Response
Date: 07/03/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* Planelles
Business Response
Date: 07/08/2025
Good Evening Jiaying,
I come bearing happy news! I am pleased to inform you that a full refund of $ has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 07/08/2025
Good Evening Jiaying,
I come bearing happy news! I am pleased to inform you that a full refund of $298.68 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 07/11/2025
Good Evening Jiaying,
I come bearing happy news! I am pleased to inform you that a full refund of $298.68 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:06/30/2025
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.
I was misled by hotelplanner.com. I was booking a room with ***********, when somehow I was routed into the hotelplanner.com system. Their business practices are scandalously misleading in making people believe they are actually dealing with hotel directly. I attempted to cancel my room three weeks prior to the check-in date, only to find that I never actually booked through ***********. When I contacted ************ to cancel, they said that I would lose my $1,700 plus the $150 insurance that I paid for. I have attempted calling, Ive attempted online resolution and Ive only been lead in circles. Upon calling hotelplanner.com I was transferred from one person to another with no resolution. After reading all of the complaints, it is clear that this company is praying on unsuspecting customers. I spoke with the *********** where I had a reservation and they said scores of people have been scammed by this company. They said they wouldve already refunded me 100% but there was nothing they could do to help.Business Response
Date: 07/01/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
Melanie Planelles
Customer Answer
Date: 07/01/2025
Complaint: 23536700
I am rejecting this response because this was a fraudulent scam from the beginning! There is nothing to look into…I have been given the run around from hotel planner for days. They LIED and misrepresented themselves as Hampton Inn during booking. Now they are refusing to refund my $1700 when I tried to cancel my reservation ! I spoke with Hampton Inn and they said this company continually misleads and defrauds consumers. If I can’t get my rufund immediately, the next step is my lawyer.
Sincerely,
Carol RicciBusiness Response
Date: 07/03/2025
Good Afternoon Carol,
I come bearing happy news! I am pleased to inform you that a full refund of $1,760.28 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23536700, and find that this resolution is satisfactory to me.
Sincerely,
Carol RicciInitial Complaint
Date:06/27/2025
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 5/7/25, I called to book a 2 night stay at a hotel in **, **. The number I called was the first one that popped up online when searching for PN with a local area **de and address. The person on the phone answered with the name of the hotel. Her voice was less than **rdial, though, so I immediately inquired, "Is this ************* on US 31 in *************?" She said it was, how **uld she help me? I told her I wanted to book a 2 night stay. She sounded like she was reading from a script for the rest of the call. "We have 1 King room with a jacuzzi and bal**ny left. Check-in time is 4:00 Friday night and check-out is 11am Sunday. That will be a total of $926.27, which includes an $82.29 cancellation protection plan...." She read so quickly through the rest of her "script" that I had no clue what she was saying. I gave her my credit card number and didn't think again about it until I had to cancel my reservation due to a flare-up from my chronic ************. I called the hotel the night before the reservation to cancel it. No problem. I asked them how long it would take to process a refund. The front desk person said, "We never took any money from you-there is nothing to process." I told him that I had called the same number I did to make the reservation? He said "It looks like you booked through a 3rd party. We can't issue refunds for them. We would never have taken a deposit from you over the phone. We don't take payment until you arrive." Shocked, I s**ured my emails for the reservation info and found one in my junk email from "Hotel Planner." I immediately requested a refund. They sent me emails saying they were processing the refund and THEN reneged and said that I needed a doctor's note to receive a refund?! I told them it was **mmon for me and there is no heads up nor doctor's visit when they happen. They then said I didn't **mply with their rules and they would not be refunding any money.I disputed w/c card ** and got nowhere.I want my $926.27 back! CROOKS!Business Response
Date: 06/30/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. 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, which is emailed to ***************************** // CC: ******************************************************************.
1. 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)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* Planelles
Customer Answer
Date: 07/02/2025
Complaint: 23529569
I am rejecting this response because:Citibank (credit card used for booking) closed the dispute I opened with them, saying I was responsible based upon Hotel Planner's response to the dispute, where HP insinuated that I was attempting "soft fraud" in trying to obtain a refund for my hotel reservation that was canceled the day before. I have attached Citi's letter, stating that the dispute has been closed, on their letterhead. I have also attached a doctor's note stating the reason for my inability to travel. The people attempting fraud here are the ones who took $926.27 from me for a hotel reservation that was canceled 24 hours before check-in. They say I agreed to all of their terms, yet all of the receipts and letters they have used as their proof of agreement were never shown to me, nor would I ever have agreed to them if I knew I wasn't speaking to the hotel itself (which I asked specifically on the phone when making the reservation, and they assured me I had contacted the hotel directly). I need the $926.27 credited back to my account immediately.
Sincerely,
**** *****Business Response
Date: 07/10/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $926.27 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 07/10/2025
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, as long as they actually honor their word this time.
Sincerely,
**** *****Initial Complaint
Date:06/26/2025
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 my reservations through ************* on 1.4.25 for 2 rooms at ********************************* for 6.21.25 through 6.23.25 . I received confirmation of reservations that day Itinerary #********* and H10100712 also confirmation of these reservations again on the morning of 6.21.25.. I drove from Upstate ******** to ************ the afternoon of 6.21.25 upon arrival to ************** and Suites Poconos I found a notice taped to the door stating that building is not safe for humans dated 1.3.25 This left my family with no lodging. I immediately called Hotel PLanner spoke with Ion . He offered to book my family at the Holiday Inn express at the cost of ******* dollars per room for 2 night . This was totally not possible financially . Ion then found us rooms at ************ which I had to pay out my pocket for . Ion also started a request for a refund for both rooms. I have called multiple times every day asking to speak with a manager and was told each time that I would receive a call back . I still have NOT received any calls from management . I would appreciate the opportunity to spoke to a human being regarding this issue . I ended up paying more money for a hotel that had no amenities at all . I have been told every time I call that my ticket will up be escalated to high priority but still no response . I can be reached at ************ anytime . This is a copy of the email sent to Hotel Planner .Business Response
Date: 06/27/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************
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