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:06/16/2025
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 PlanellesInitial Complaint
Date:06/11/2025
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.
The company was SUPPOSED to get me a discounted rate, but they failed to make a reservation with the hotel. I had to pay for another room when I arrived. It was not the double queen I had ordered (for $487.17), but was given a king which was less money (at $387). When I complained to Lucid Travel that they needed to refund my money, they negotiated with the hotel to have the hotel refund my money ($387). However, not only was I not given the room that I PAID for, but I stayed in a cheaper room. I also was under the assumption that this company was giving the dance teams a blocked discounted rate. This seems fraudulent, as the price was far more. I have notified Talent on Parade so they are aware of truth in Lucid's "blocked" discount pricing. I have been trying to resolve this with Lucid for a month. My stay was May 16th-18th at the ***************************, **. Finally tonight the customer service agent notified me that after talking to the hotel, the hotel refunded me the $387.Business Response
Date: 06/13/2025
Greetings,
Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund of $387. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 06/29/2025
Complaint: 23458021
I am rejecting this response because I paid Lucid Travel $487.17 for a double queen room which i did NOT receive. I received a King room which was refunded to me (******). Lucid Travel owes me the difference at the least. They were supposed to be a discount for blocked room. The difference was $130.98 for the room I did NOT receive.
Sincerely,
***** **********Business Response
Date: 07/01/2025
Greetings,
Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund of $387. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 07/02/2025
Complaint: 23458021
I am rejecting this response because I paid Lucid Travel $487.17 for a double queen room which i did NOT receive. I received a King room which was refunded to me (******). Lucid Travel owes me the difference at the least. They were supposed to be a discount for blocked room. The difference was $130.98 for the room I did NOT receive. Please DO NOT come back with the response that the ***** gave me a refundi want the difference I paid Lucid travel for a QUEEN when I received a cheaper KING!!
Sincerely,
***** **********Business Response
Date: 07/08/2025
Greetings,
Thank you for reaching out! After taking a deeper look into your reservation, I see that the hotel has reversed the charges and issued a refund. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 07/11/2025
Complaint: 23458021
I am rejecting this response because:356.16 was refunded to me from Double tree for a KING room at a cheaper rate than what i ORDERED from Lucid, which was a QUEEN DOUBLE for $487.17. No, i did NOT use the reservation that I booked through Lucid because they had NO RECORD OF IT!!! They gave me a king room instead and charged me again. Lucid owes me $131.01 for the room I booked and was not given!! Plus all this ridiculous back and forth? My time is worth something too but evidently Lucid thinks otherwise!
***** **********Customer Answer
Date: 07/11/2025
Lucid Travel, a company that offers travel booking services, has been the subject of scam reports and complaints, with some users alleging issues with payments, customer service, and misleading information. Some customers have reported that their reservations were not honored upon arrival, despite having paid in advance, leading to unexpected expenses and difficulties. Others have criticized the company's customer service, citing a lack of response and unresolved issues. There are also reports of misleading information regarding pricing and the booking process.
Here's a breakdown of the issues:
Payment and Reservation Issues:
Some customers have reported that their payments were not properly processed, leading to their reservations not being recognized at the hotel.
Customer Service Problems:
Several users have complained about the lack of responsiveness from Lucid Travel's customer service team, leaving them with unresolved issues.
Misleading Information:
Some customers have reported that the company provided inaccurate information about pricing and the booking process, resulting in unexpected charges or difficulties.Initial Complaint
Date:06/11/2025
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.
Booked a room through this service without fully understanding the extreme high prices (over 2 thousand dollars for a three night stay for a 3-star hotel--comparable properties in the area rate nearly 2/3rds lower) with a 'no refunds after purchase' clause. So I protected the purchase with an insurance, and then immediately after booking, contacted the company to cancel. Was given the extreme run around with several threats of not refunding the money. Called multiple times. No remorse, no sincerity, and told that they'd have to withhold the funds for up to ten days while they wait. Told over and over again about their policies. Asked to speak to management. Was told multiple times a manager would have to call me, but never received any calls. They are currently holding over two thousand dollars despite that I contacted them minutes after booking when I realized what exactly I'd purchased. Extremely frustrated, extremely dissatisfied, and currently waiting for a call back or a ten day waiting period while they determine my eligibility. I was kind, persistent, professional, AND I bought insurance. The website is misleading regarding prices and amenities, and they are giving me extreme challenges in refunding an amount of money that is equal to my mortgage. Clearly this company cares nothing about its customers at ALL.Business Response
Date: 06/13/2025
Greetings Mike,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at [email protected], I look forward to hearing back from you and assisting!
Kindly,
Melanie Planelles
Customer Answer
Date: 06/13/2025
Hello Melanie, thank you for reaching out. My name is Mike Anderson. I reached out regarding H11600350. I made a reservation through your website for 6/20-23 next week in Vancouver, BC. I made a mistake in the booking city and I need a refund. The total price is over 2000 dollars, which is just an enormous amount of money for a person with two kids on a fixed budget. I have thoroughly read your company policies, as well as the policies related to the trip protection I put into place. But the truth of the matter is this--I made a mistake, and I'm asking for a refund.
Here is my history with your company thus far. After realizing my mistake and reading through the policies thoroughly, I called for support, verified my trip information, then asked for customer service. I then verified the information again. (This will become familiar--verifying, then verifying again, every call). I spoke to someone and relayed my concerns. They indicated they couldn't help me, so I asked to speak to a supervisor. I was told that my call could not be transferred, and that a supervisor would call me back in 1-2 hours.
No call. Four hours later, I called back. Same process. Also told they could not transfer my call and someone would call me back in 1-2 hours. Waited 10 hours, then called back. Same process. Same promise. Three hours later, I called back. Same process. Same promise. Another three hours, on my fifth attempt, someone finally listened to me and put me on hold while retrieving a supervisor.
He was very kind and listened, but said he couldn't help me, and that he would send it on to the 'escalations' team. But that it might take 3-10 days for them to respond. Meanwhile, an enormous sum of money from my bank account is being held. This is a huge hit for me financially, and I caught my mistake so fast.
I'd like to request a complete expedited refund asap, please. It is my hope you can help me.
I'll keep an eye on this Email, but you are also welcome to reach out to me at 801-631-4536.
Thanks for listening --Mike AndersonCustomer Answer
Date: 06/13/2025
Complaint: 23457673
I am rejecting this response because: All they did was ask me to Email them. I have not received my money back yet. This marks attempt number 7 with no resolution. (Also, I highly believe the person who responded to the Email here was just an AI--that same message from that same woman is on every complaint on every site, word for word, verbatim.)
Sincerely,
Mike AndersonBusiness Response
Date: 06/16/2025
Greetings Mike,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at [email protected], I look forward to hearing back from you and assisting!
Kindly,
Melanie PlanellesCustomer Answer
Date: 06/16/2025
Complaint: 23457673
I am rejecting this response because: I already provided my number. You sent the same response. The HOOPS, the DECEIT, the MISINFORMATION, the TRIALS, the LIES. I would NEVER EVER work with your company EVER again. I'm 46 years old and this is the FIRST time I have ever reached out to BBB. This transaction feels akin to getting my identity stolen. Refund my money immediately. Since the AI that is responding as "Melanie" seems to have missed my previous message, my number is H11600350. Is that sufficient? What reason can I expect you to stall next? I've called your company no less than 18 times. And the hotel, for 3 hours, to get my refund approved. The amount of negative reviews I find about your site online are staggering. I can't believe you are still running as a business.
Sincerely,
Mike AndersonBusiness 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
Customer Answer
Date: 06/18/2025
Complaint: 23457673
I am rejecting this response because: Nothing has been resolved.
Sincerely,
Mike AndersonBusiness 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 PlanellesCustomer Answer
Date: 06/23/2025
Complaint: 23457673
I am rejecting this response because: STILL nothing is resolved!
Sincerely,
Mike AndersonBusiness Response
Date: 06/26/2025
Greetings,
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 a person at the property who approved your refund I will be happy to reach back out to me personally at [email protected]!
Kindly,
Melanie Planelles
Customer Answer
Date: 06/26/2025
Complaint: 23457673
I am rejecting this response because: Lies. Just pure lies. The company has already provided the approval. You got it over ten days ago. Still no refund. And here you are saying they didn't approve it. This is still not resolved, and you still have over 2000 dollars of my money.
Sincerely,
Mike AndersonBusiness Response
Date: 07/01/2025
Greetings,
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 a person at the property who approved your refund I will be happy to reach back out to me personally at [email protected]!
Kindly,
Melanie PlanellesCustomer Answer
Date: 07/01/2025
Complaint: 23457673
I am rejecting this response because: That simply isn't true. I've been in contact with YOUR company who already requested the approval! I get the feeling you are sending out some automatic responses and not actually even checking my file. I have these calls documented. In detail. Give me my money back.
Sincerely,
Mike AndersonInitial Complaint
Date:06/11/2025
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.
On 11/4/2024, I set up Hotel at the ******************* in ******* (**********) **. That same day, the Hotel was cancelled. I was advised that I couldn't cancel, but they would allow me to use my $476.88 for a room anytime. However, I would need a voucher. I have called over and over, because I would like to take advantage of the voucher to use on my vacation in ***. I have called, over and over. I have given my email address and phone #. I was advised that they are sending it over. As of 6/11/2025 @ 6:14 est. I have not received any voucher. I have called to speak with management, no one will give me a name or anything.Business Response
Date: 06/13/2025
Greetings,
I have exciting news to share! I am pleased to inform you that a voucher for the full amount of $476.88 has been issued to the email '[email protected]". To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at 1-888-760-8759.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher option at checkout.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your total including all tax recovery and service fees, but exclusive of fees charged directly by the
property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
- You can only book one single transaction
- You cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at 1-888-760-8759 or email us at [email protected] for any questions regarding this voucher or your free bookings.Kindly,
Melanie Planelles
Initial Complaint
Date:06/10/2025
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.
March 27, 2025 $962.29 My issue does not involve any advertising, I had gone online to look for hotel rooms. I found **************** in ***********, **. When I proceeded to check out, I used the ****** option, which never game me a chance to review the hotel, dates, etc. It just went through and confirmed the booking. This was in the morning of March 27th. That evening, I called the hotel directly and spoke with a man and explained what happened and cancelling my reservation with a refund would be no problem. I was told the company where that was used was to call the hotel directly about the cancellation/refund. I contacted *********** (Hotel Planner), they told me they reached out to the hotel and was told the refund was unable to be done. "They have exhausted all avenues in trying to get this refund." I filed a complaint with ******, and they ended up closing the case stating the merchandise was delivered. After I called the hotel directly, they sent me an email cancelling my reservation. This is why I have a hard time believing this website could not get my refund when the hotel had told me I would be able to and were fine cancelling the reservation. I am looking for a full refund as this was going towards a family vacation which cannot happen now because of this loss.Business Response
Date: 06/11/2025
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,
******* Planelles
Customer Answer
Date: 06/20/2025
Complaint: 23452689
I am rejecting this response because:I do not want the case closed until a refund has been issued. Please keep looking into my complaint. Thank you!!!
Sincerely,
***** ******Business Response
Date: 06/23/2025
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: 07/01/2025
Complaint: 23452689
I am rejecting this response because I have attached screenshots from an email I received through pal.
Sincerely,
***** ******Customer Answer
Date: 07/01/2025
Here are screenshots that I received through Pay Pal in regards to disbuting the charge.
reneee
Business Response
Date: 07/02/2025
Greetings *****,
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 a person at the property who approved your refund I will be happy to reach back out.
Kindly,
******* *********
Customer Answer
Date: 07/12/2025
Complaint: 23452689
I am rejecting this response because:Im waiting to hear from the hotel on who was on shift the night I called when they said it was fine to cancel and get a full refund.
Sincerely,
***** ******
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