Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,107 total complaints in the last 3 years.
- 699 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:08/11/2022
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.
Complaint: 17703522
I am rejecting this response because:
I did advise of my issues and the receptionist which was an older woman took down my complaints. I went actually a few times.
Sincerely,
*****************
Business Response
Date: 08/19/2022
Greetings,
Thank you for contacting us. On the guest behalf, we contacted the hotel to request the refund for the guest booking, however the hotel had denied the refund request as they did advise that the guest did not provide and or report any complaints while ****** that would have given the hotel the ability to rectify the issue at hand. Unfortunately without the hotels approval, we are unable to process a refund for the guest booking.
Regards,
HotelPlanner
Initial Complaint
Date:08/11/2022
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.
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,
*************************Business Response
Date: 08/26/2022
Greetings,
On our end we show the full refund has been processed to the guest ((Refunded($328.18))) - the remaining balance that was due was processed back to the guest account. Please advise the guest that refunds normally take between 2 to 10 business days to be allocated back to their account.
Regards,
HotelPlanner
Initial Complaint
Date:08/10/2022
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 7/30/2022, I googled a number for the *************** in ********* and ************* came up. I thought I was taking to the hotel. I made a reservation for 12/2-12/4/2022 but explained that I need to be able to cancel it because my family member is in the navy and his plans change with out his control. They were more than happy for me to pay extra for insurance so that my reservation could change. The itinerary is H5363672 confirmation # *****ED783374. After the phone conversation, I talked to my daughter and realized that I have made the reservations for the wrong day. The reservations are cancelled but we cant get the money back. We have been scammed. I called the hotel, Expedia and we have spoken to someone at hotel planner but they have refused to reverse the charge.Business Response
Date: 08/19/2022
Greetings,
***************************** - 9155858864824
Thank you for contacting us. We are pleased to confirm that we have been able to secure agreement from the property to process a refund for the booking. Please note that refunds normally take between 7 to 14 business days to be allocated back to your account.
Regards,
HotelPlanner
Initial Complaint
Date:08/05/2022
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.
We were in ******** on vacation. We tried booking a room with HotelPlanner.com. Why in the world would we want a room in ********* 10 minutes from our house when were over 3 hours away? He gave us the address on ********** Street and my husband wrote it on his hand. He asked if we received the text. I said yes and he hung up. It was a series of 3 texts...this is when I received the texts. The top text read: June 29 5:13 PM ************** Itin: H5234851 Check In: Jun 29 (3pm)Check Out: Jun 30 (11am)Support: ************** Text STOP to cancel these msgs Then: 5:14 PM (2/3) Your booking is pre-paid, but you will be asked to provide a credit card for incidentals. Enjoy your stay![Use guest name to check in]Conf: And: (1/3) Econo Lodge ******************************************************************* We are looking forward to your arrival today! Below are your stay details and check in time. I called back immediately being put on hold for nearly an hour. When I returned home, I called Econo Lodge in *********. They were sorry to hear about my situation. They would have refunded our money but they never received the payment. It is ridiculous that your company received my money and you can't even offer us a room for a night. We will never ever book through HotelPlanner.com again or any other online booking service.Business Response
Date: 08/06/2022
Greetings,
Thank you for your contacting us and allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you disputed the booking; once a reservation is disputed we are locked out of the account or "charge" for ****** days.
Please work directly with our charge back team at [email protected] to provide you with an update on your refund request.
Regards,
HotelPlanner
Initial Complaint
Date:08/03/2022
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.
Back on February 11,2022, I put in a reservation for the last weekend of February. For a one night stay, I had until the 19th to change my reservation. I called on the 17th to see if I could add another night. I recvd a text message stating that my reservation had been cancelled by hotel planner.My itinerary number was H4644668. Then I recvd a text message showing me a voucher that I could use for a future stay. When I looked at my credit card statement, there was a charge of $178.48 on my credit card. Done on Feb 12, 2022. I called the bank to let them know that I didnt use the reservation and to get the credit back. The bank denied the request because of the voucher after the bank did some research. I called numerous times and left messages for a supervisor to call me to no avail. Nobody has called me back. I did get an email stating that there would be no refund cause of policy stating non-refundable. So now I call on 8-1-2022 to use the voucher. The paperwork is in review and I have not recvd and email for status.Business Response
Date: 08/19/2022
Greetings,
Thank you for contacting us. Per the guest complaint, the voucher was voided as the guest disputed the charge for their booking. Upon the guest dispute closing in the merchants favor, the guest was issued a refund for their booking and the refund was processed back to the account information the guest provided at the time of booking. Please advise the guest to follow up with their financial institution who will be able to verify the refund was indeed processed back to the guest account.
Regards,
HotelPlanner
Initial Complaint
Date:08/02/2022
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.
Our son was activated and called to duty in ***** ****~ We live in **********, **. Because of severe inclimate weather we took him early so he could be present to serve our Country . January 16 ****************************** ***** looking for a hotel close to his duty station I googled "The Courtyard ***** Hotel "(The website looked like it was the real-deal) I spoke with the Representative explained the situation and I asked. Do you offer an ******************** discount. The representative said No mam Im sorry This location does not offer a military discount,. I asked again specifying his Active Duty status.. He said No mam I can check other locations..My son walked into the hotel while I was on the phone ending call and The Kind ***** Hotel Rep immeidately Thanked my so for his service and told him they offer a ***** a night rate.. I told her the reservation online said this location didnt offer a military discount. She told me that was incorrect.*** 24th I called ********** and spoke with ******* . He called the front desk of the Hotel to confirm that we paid the Hotel for the reservation (seprate from the $417.60 to *********) and stated A FULL REFUND OF $417.60 WILL BE IN MY ACCOUNT IN ***** BUSINESS DAYS! ******* submitted ticket #****** and escalated to the support team. He also cofirmed the last 4 digits of the credit card for refund and he shared the support team takes care of tickets and he cant call them they only work by email. I have called and have recorded conversations with different representatives giving me the run-around AND mis-information. A rep named ***** told me I can go to ************************************************************************* to the 10th floor to speak with headquarters.. (That building doesnt even look like it has 10 floors) Every call Im told the same thing July25th **** stated her supervisor would call me back in about an hour or so.. July 26th No call came so I called back and spoke with ******** same thing. I simply want the money refundBusiness Response
Date: 08/19/2022
Greetings,
Thank you for contacting us. In our system we show that the guest booking has already been refunded.
Refunded($417.60)
Regards,
************
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