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.
- 685 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:06/19/2025
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 am requesting a full refund of CAD $579.43 for Itinerary H11670436 due to misleading and deceptive communication by HotelPlanner.On June 18, 2025, I booked a 6-night stay (Aug 2228) at ******************* through HotelPlanner via my ****** corporate account. The listing showed a Standard 2 Queen Family Room for 2 adults and 2 children, including breakfast, for CAD $507. My husband called the number provided and was quoted CAD $579.43, which the agent confirmed was fully refundable until Aug 22. I proceeded with the booking.That evening, he called to confirm breakfast and found that only one guest was listed. As a result, the hotel would charge USD $35/day extra for the other guestsnearly CAD $285 more. When I asked to cancel and rebook correctly, I was told Id be charged a USD $386.59 cancellation fee, even though I had been told the booking was refundable. This fee was never disclosed at the time of booking.I emailed the business owner for resolution but received no response. HotelPlanner has seen my message but has taken no action.This was a serious failure in transparency and customer care. I am requesting a full refund of CAD $579.43.
Business Response
Date: 06/23/2025
Greetings,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $579.43 CAD 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,
******* PlanellesInitial Complaint
Date:06/19/2025
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 Wednesday, June 18, 2025, I attempted to make a reservation directly with The ********** in **********, D.C. I called what I believed was the hotels phone number, but I was unknowingly connected to a third-party booking service called Hotel Planner. At no point during the call did the representative identify themselves as a third-party or disclose that I was not speaking directly with the hotel. I was misled into believing I was booking directly with The Tabard Inn.Relying on this misrepresentation, I completed a reservation for one night: Sunday, June 29 to Monday, June 30, 2025, and was charged $291.20. The confirmation number provided was **********, and an additional reference number listed was H11678070.Soon after booking, I realized I had not been dealing directly with the hotel and contacted Hotel Planner to cancel the reservation. They refused to issue a refund, citing a nonrefundable policyone that was never clearly stated or disclosed during the booking process.I believe this constitutes deceptive and misleading business conduct. I was denied the ability to make an informed transaction and am now being held to a policy I was never made aware of. I am requesting a full refund of $291.20 and respectfully ask that your office investigate Hotel Planner for misrepresentation and unfair consumer practices.Business Response
Date: 06/20/2025
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
******************************************************************Customer Answer
Date: 06/20/2025
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,
**** ******Please be advised that I NEVER received any documentation from Hotel.Planner regarding confirmation of hotel reservation, therefore I do not have any attachments to send.
Initial Complaint
Date:06/18/2025
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.
Booking a hotel for a business trip. Believed I was booking directly through hotel but turned out to ve a third party platform. Despite entering two nights dates initially, platform booked a reservation for same day. Called service number approximately two minutes after booking confirm came through and explained error in reservation date. Individual informed me that charge was not refunable but would attempt to contact hotel directly as they were a third party. Individual stated that they attempted to call hotel twice but tgere was bo answer. I decided to call the hotel directly. Desk clerk stated that no one had attempted to call them before my call and they were at desk e tire time. Third party then sent a refund inquiry link to be completed that had an inordinate amount of information. Completed requested information to the best of my ability. Third party then sent an additional e mail stating that they coyld not process refund without additional information such as receipts etc. I believe this company is deliberately fraudulent and and scamming consumers through deceptive web link and convoluted process. Hotel itself had no problem changing my reservation to intended dates and canceling initial booking.Business Response
Date: 06/20/2025
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
******************************************************************Business Response
Date: 06/24/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $212.67 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: 06/26/2025
Greetings *****,
Thank you for your patience! I am pleased to inform you that a full refund of $212.67 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:06/18/2025
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 writing to formally request a full refund of CAD $579.43 charged under Itinerary H11670436, due to serious issues with how my reservation was handled. On June 18, 2025, I searched for a hotel for our family trip (2 adults and 2 children, ages 9 and 10) to ****** and found a listing for the Magic Moment ****************** through HotelPlanner via my ****** corporate membership. The website showed a 6-night stay (August 2228) in a Standard 2 Queen Family Room for CAD $507, including breakfast. Although I could have booked online, I opted to call the listed number and was quoted CAD $579.43 by the agent, who assured me the rate was fully refundable until August 22. I agreed and proceeded with the transaction at 3:22 PM EST on June 18.Later that evening, at 10:06 PM, I called back to confirm breakfast inclusion and noticed that only one guest (myself) was listed on the reservation, asked why and is it going to be a problem, despite having stated that the booking was for my family of 4, thus a 2 queen family room. The agent contacted the hotel and confirmed that breakfast is normally included, but because only one guest was listed, the hotel would charge an additional USD $35 per day for the other three gueststotalling approximately CAD $285 extra. This brings the total to nearly CAD $865, which is significantly higher than the original CAD $507 advertised. I then asked the agent to cancel the reservation and rebook correctly, but was told I would have to pay a USD $386.59 cancellation fee, despite having been told the reservation was refundable. At no point during the booking process was this cancellation fee disclosed.This experience has been extremely frustrating. I was misled on refundability, penalized for an error in the guest count that was not mine, and offered no reasonable solution to rebook properly. I am requesting a full refund of the CAD $579.43 charged. I request this to be resolved promptly.(booking page screenshot attached)Customer Answer
Date: 06/19/2025
Hello BBB,
Just following up on this as I didn’t receive response from Hotel Planner and also I don’t see this complaint on BBB site, is there any way I can escalate this? Thank you.
Regards,
Business Response
Date: 06/20/2025
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
Brand Ambassador
[email protected]Customer Answer
Date: 06/20/2025
Complaint: 23483612Hello BBB,
Just following up on this as I didn’t receive response from Hotel Planner and also I don’t see this complaint on BBB site, is there any way I can escalate this? Thank you.
Regards,
Yilixiati FulatiCustomer Answer
Date: 06/22/2025
Hi,
still haven’t heard back from hotel planner on the confirmation of refund request. We are waiting for the refund confirmation as we do need to re-book hotels for our trip,
Customer Answer
Date: 06/23/2025
Dear BBB,
The business response did not confirm they were processing a full refund. Until I get that confirmed I will be satisfied with this response
Business Response
Date: 06/23/2025
Greetings Yilixiati,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $579.43 CAD 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: 06/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23483612, and find that this resolution is satisfactory to me.
Sincerely,
Yilixiati FulatiInitial Complaint
Date:06/16/2025
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 was looking to book a room online and got a message saying no rooms were found for my dates at Home2 Suites in **********, ** and a number displayed that I could call. Looking back I realize I should have done more research, because I thought I was calling the hotel directly but was not. The salesman was able to find the date I wanted then proceeded to tell me Id be able to cancel up to 24 hours prior to arrival. At this point I wasnt sure if I would be able to leave a day earlier so I asked if the day prior was available and he said it was so he added that date as well. He read off the terms but I was told to wait to make it easier till he was done reading it to me before I asked questions. This happened on June 4th at 8:09pm and one of the things he said was cancel after 6/3 which was already passed so when questioned he said but Id be able to cancel up to 24 hours in advance which didnt alert me at the time since pretty much any hotel you book through allows you to cancel up to 48 hours before arrival. After I got the confirmation email, right after hanging up the phone, I realized this was not the hotel front desk since I was charged for a protection plan and after 6/3 I was already out $264 even if I cancelled. I immediately called them and a ticket was put in. I literally have called 5 times at least since then and all that is said is it is being sent to the escalation team and once approved my credit card will be refunded in 2-10 days. Ive spoken to the hotel directly and they show the room is still booked and said they cannot do anything about it. Looking back Ive learned my ******* but if the representative who works for this company says I can cancel For any reason like flight changed car trouble/flat tire I dont understand why 12 days later Im still fighting to have this cancelled. I have their emails to prove I tried to resolve this misunderstanding immediately to no avail. Please help so this does not happen to others!!Business Response
Date: 06/17/2025
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
Brand Ambassador
[email protected]Business Response
Date: 06/20/2025
Good Afternoon Stephanie,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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
Business Response
Date: 06/20/2025
Good Afternoon Stephanie,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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: 06/22/2025
I could not see a refund on my act online so I called my credit card company this morning to verify. She could not find anything, but then said there was a “note” after looking further of a “pending” refund. However, she could not guarantee, since it was pending, that I would be refunded. I spoke to the hotel today and my reservation is still active for today and tomorrow so that leads me to believe this matter is still not taken care of. I also don’t appreciate the fact they did not “claim” they would refund my original amount of $579.24 when I immediately called to cancel realizing that I had misunderstood the salesman on the phone as to what he was charging me for and that if I cancelled this “insurance” I could not get a refund for the room of $527.78. My credit card company did say they could also file a complaint if I was promised a refund and I don’t get it. It has not been 10 days, but why isn’t this an immediate refund like any other refund I’ve done at a store? They literally charged my credit card on 6/4 and it posted 6/5 so why can’t I be refunded in a timely manner. I have literally been reaching out to them for a FULL refund since 6/4 (18 days ago). I called minutes after booking when I got the confirmation email and realized it wasn’t directly the hotel I was dealing with and had misunderstood what I was going to be charged for.Customer Answer
Date: 06/23/2025
Complaint: 23476223
I could not see a refund on my act online so I called my credit card company this morning to verify. She could not find anything, but then said there was a “note” after looking further of a “pending” refund. However, she could not guarantee, since it was pending, that I would be refunded. I spoke to the hotel today and my reservation is still active for today and tomorrow so that leads me to believe this matter is still not taken care of. I also don’t appreciate the fact they did not “claim” they would refund my original amount of $579.24 when I immediately called to cancel realizing that I had misunderstood the salesman on the phone as to what he was charging me for and that if I cancelled this “insurance” I could not get a refund for the room of $527.78. My credit card company did say they could also file a complaint if I was promised a refund and I don’t get it. It has not been 10 days, but why isn’t this an immediate refund like any other refund I’ve done at a store? They literally charged my credit card on 6/4 and it posted 6/5 so why can’t I be refunded in a timely manner. I have literally been reaching out to them for a FULL refund since 6/4 (18 days ago). I called minutes after booking when I got the confirmation email and realized it wasn’t directly the hotel I was dealing with and had misunderstood what I was going to be charged for.
Sincerely,
Stephanie BishopBusiness Response
Date: 06/23/2025
Good Afternoon Stephanie,
We appreciate your patience! I am pleased to inform you that a full refund of $527.78 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 PlanellesInitial Complaint
Date:06/16/2025
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 14, I made a reservation through **********. After receiving the confirmation email, I noticed that the hotel information was inconsistentsome parts listed a different hotel than the one I selected, and the reservation phone number provided was for a completely unrelated property.Concerned about the accuracy and legitimacy of the reservation, I called ********** immediately. I spoke with a representative named ********, who acknowledged the issue and assured me that the reservation would be canceled and I would receive a full refund of the amount charged.However, the refund I received was $205 less than the original payment. I have attempted to resolve the issue by contacting customer service again, but I have not received the remaining balance or a clear explanation.This discrepancy, combined with the misleading reservation information, has caused financial and personal inconvenience. I am requesting that ********** honor the full refund as promised and return the remaining $205.Business Response
Date: 06/16/2025
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
******************************************************************Business Response
Date: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $899.39 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: 06/18/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $899.39 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: 06/18/2025
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. A full refund was given and has posted to my account.
Sincerely,
****** ******Initial Complaint
Date:06/15/2025
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 called the reservation number at the *************** in *********, ****** on January 7, 2025 and prepaid for a reservation for a stay on June 13, 2025. It was on my **** card ending in 3128 in the amount of $411.30. My plans changed and I called the hotel to cancel the reservation. It was at this time that I was told that they couldnt cancel the reservation because it was made by a third party provider. I spent weeks trying to determine who the third party was and every time I received a name and a confirmation number, I was told the number wasnt in the providers records, so I gave up. Today I received an email from The HotelPlanner Team that indicated I had qualified for a reward. I have never heard of The HotelPlanner Team until now.Business Response
Date: 06/16/2025
Dear Bruce,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation.
Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of the person at the property who approved your refund, I will be happy to reach back out.
Sincerely,
Melanie Planelles / [email protected]Customer Answer
Date: 06/16/2025
I don’t have a name of anyone at the hotel, because all the hotel ever told me was that they couldn’t help me because the reservation was made by a third party, but they couldn’t tell me the name of the third party. I also don’t understand how Ki was connected with a third party provider, because I called the hotel directly.Customer Answer
Date: 06/17/2025
Complaint: 23472106
I don’t have a name of anyone at the hotel, because all the hotel ever told me was that they couldn’t help me because the reservation was made by a third party, but they couldn’t tell me the name of the third party. I also don’t understand how Ki was connected with a third party provider, because I called the hotel directly.
Sincerely,
Bruce HillBusiness Response
Date: 06/17/2025
Dear Bruce,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation.
Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of the person at the property who approved your refund, I will be happy to reach back out.
Sincerely,
Melanie Planelles / [email protected]Initial Complaint
Date:06/13/2025
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 went on line and went to what appeared to be a doubletree hotel website and called the telephone number for the hotel and I was transferred to reservations and made a reservation. I gave them my credit card number to secure my reservation only. 30 minutes later my credit card was charged. I called the hotel back. They did not have a reservation for me and informed me that my reservation was with a third party. I want a full refund. The entire situation was fraudulent and misleading. Bait and switch. I did not want a hotel planner reservation service. I am more than capable to make my own reservation.Business Response
Date: 06/16/2025
Good Evening *****,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $599.08 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
Initial Complaint
Date:06/12/2025
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 2nights at $250 per night, my charge should have been $500 plus tax this company charged me $789.77 and now claim they will refund only $143.20Business Response
Date: 06/13/2025
Greetings Carole,
Thank you for reaching out! I am pleased to inform you that a refund of $213.96 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: 06/13/2025
Complaint: 23462230
I am rejecting this response because: I was overcharged a total of $270.16 they are only offering to refund $213.96
Sincerely,
Carole PopeBusiness Response
Date: 06/16/2025
Greetings Carole,
Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. As a gesture of goodwill, a refund of $213.96 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 PlanellesInitial Complaint
Date:06/12/2025
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 was trying to contact the Sheraton in *******,** in order to book a block room for my cousins wedding. Somehow I got a representative from *************. The representative informed me that there were no blocked rooms available for the wedding. I took this false information as fact. I then booked the room for a standard rate. I told my cousin who was confused and told me there WERE blocked rooms available. I contacted ** about this and was told the reservation was non refundable. However, they would submit a request for a refund. I was told that I should expect a refund by 5/10. When I did not receive my refund I contacted Discover. Discover was unable to obtain a refund because hotel planner issued me a voucher for the reservation- $848.38. I reached out to ** who stated they would retract the voucher and place another request for a refund. However, they would be blocked out of the refund process as long as there was an open dispute with Discover. I sent documentation provided by ******** confirming that the dispute has been dropped. This process has been over a month and it has been over a week since Ive provided the documents that ** has requested. I have requested a call from a supervisor multiple times and sent numerous emails asking for an update with no answer besides automated emails. When speaking to customer service I am given no helpful information- just empty promises that my requests will be escalated and labeled urgent. Empty promises wrapped in scripted customer service jargon. The reservation was made on the premise of misleading & false information. Im sure this can clearly be reviewed since all calls are recorded. Im sure they previously reviewed my initial call and this is why they previously agreed to a refund. At this point I have very low expectations in regards to ** doing what is right. However, at the moment, I feel its necessary to warn people against ever utilizing this company for any reason. Horribly frustrating experience.Business Response
Date: 06/12/2025
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 90-120 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 [email protected] // CC: [email protected].
1. MUST be a screenshot of a message in the bank’s 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,
Melanie Planelles
Customer Answer
Date: 06/12/2025
Complaint: 23460091
I am rejecting this response because:
I have already sent all documents requested via email confirming that the dispute with Discover has been dropped. I have also received email confirmation from your dispute department confirming these documents have been received. It is a ridiculous response. Absolute nonsense.
Sincerely,
Mario FontanaBusiness Response
Date: 06/17/2025
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 90-120 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 [email protected] // CC: [email protected].
1. MUST be a screenshot of a message in the bank’s 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,
Melanie Planelles
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