Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,098 total complaints in the last 3 years.
- 688 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:06/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive used hotel planner on two other reservations without issue. This reservation though, did not go well and customer service was incredibly rude, leaving me on the line and never returning AND hanging up on the hotel manager when trying to handle the situation. I got confirmation of my reservation. $346.13 USD Was withdrawn from my account two months in advance for this reservation. Got to the hotel and there was no reservation for us. Spent 45 minutes to an hour trying to resolve via phone. No resolution. Hotel planner isnt sure who they sent my money to. Filed a support ticket immediately and they have been dismissive of my requests for a timeline of resolution. Were now three months after scheduled hotel stay and no resolution. They have been extremely difficult to reach via phone, sometimes saying your reservation code isnt found, sometimes saying reservation has been cancelled (with no email or other notification of such) then when you finally speak to someone, they confirm isnt not cancelled. Frustrating experience We ended up having to find another hotel, on short notice, at night, internationally, while raining and with all of our luggage.
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
Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $346.13 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: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $346.13 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: 06/24/2025
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. Although I feel that this situation could have been managed in a more timely manner by Hotel planner, and with better customer service.
Sincerely,
***** ***********Initial Complaint
Date:06/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel room and was told on the phone, and told it was refundable. The service cancelled my reservation by mistake and then was reinstated when I realized the error. When I decided to cancel that reservation, I was told it was non-refundable! I was my money back!!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
Business Response
Date: 06/23/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that a refund of $ has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 06/24/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that a refund of $974.31 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 06/26/2025
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:06/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently booked a 2 night stay in ****************. I did not realize the number I called was with Hotel Planner and not directly with the Hyatt. The person I spoke with did not inform me that we were not talking with ***** and this was a third party service. I believe this to be a deceptive business practice as well as a misrepresentation to the customer. Furthermore, the booking I needed was in a block of rooms at a discounted rate. The customer service representative told me he saw the block of rooms and booked us at the discounted rate. Later, when talking to ***** directly, they told us this would have been impossible, so I believe the customer service representative also lied to me when making this booking. Because of this misrepresentation, we will be needing the amount refunded in full. We will not accept any fees being taken out. Please have this processed as soon as possible because the fee we were charged is approximately double the amount this should have been. If the customer service representative would have informed me that he did not have access to the block information, we would have never used this serviceBusiness Response
Date: 06/09/2025
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: 06/09/2025
The business response did not confirm they were processing a full refund. If we could get that confirmed we will be satisfied with this response
Thank You
Customer Answer
Date: 06/10/2025
Complaint: 23441728
The business response did not confirm they were processing a full refund. If we could get that confirmed we will be satisfied with this response
Thank You
****** *****Business Response
Date: 06/11/2025
Good Evening ******,
I come bearing happy news! I am pleased to inform you that a full refund of $821.03 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: 06/11/2025
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,
****** *****Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $821.03 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,
******* *********
Initial Complaint
Date:06/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a room for a soccer tournament for my son. Upon arriving at the hotel I noticed a very strong mildew smell. When I arrived to my room there were fans and dehumidifiers on the floor. We then went to the pool and there was mold EVERYWHERE! I immediately made my son exit the pool due to him being immune compromised. I asked the front desk manager to cancel my reservation and refund. She agreed to cancel and advised I needed to contact Lexyl travel (hotelplanner.com) which I did immediately. They called the hotel to confirm acceptance of a full refund. The hotel agreed. I never received the refund because I opened a ****** dispute and the company refused to refund me. ******** the front desk supervisor had already refunded Lexyl travel the full amount on 6/2/25. Lexyl travel refuses to refund me! They have kept the money I paid to the hotel that rightfully should be refunded back to me. This has been a complete nightmare and has caused an immense amount of stress and more money since I had to find another hotel for that weekend. Since Lexyl travel (hotel planner) has been refunded- they should refund me back the money I was promised back.Business Response
Date: 06/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $479.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refud 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: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $479.04 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refud 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:06/06/2025
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 writing to follow up on a refund promised to me after I made a reservation on May 7th, which turned out to be misrepresentedthe listing was advertised as a hotel but was in fact an Airbnb.Within 24 hours of booking, I called to clarify the listing and was assured by your representative that I would receive a full refund within 210 business days, despite the non-refundable policy. I was also told the refund ticket would be expedited due to the inaccurate ********** has now been over 18 business days, and I have not received any refund. Additionally, my bank declined the dispute due to the stated cancellation policy.Given that your representative verbally overrode the policy based on false advertising, I kindly request this refund process immediately.Business Response
Date: 06/09/2025
Greetings,
I have exciting news to share! I am pleased to inform you that a voucher for the full amount of $468.2 CAD has been issued to the email *********************** 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 **************.
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 ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.
Kindly,
******* PlanellesCustomer Answer
Date: 06/10/2025
Complaint: 23436792
I respectfully reject their offer of a 50% refund in the form of a voucher for the following reasons:
On May 8th, I spoke directly with a representative from the business who assured me that I would receive a full refund of $936.40 due to the misleading nature of the booking. The property I reserved was advertised as a hotel, when in fact it was an ******, which is materially different and a serious misrepresentation.
During this call, the representative did not mention anything about a partial refund or a voucher. He stated clearly that the refund would be processed and expedited within 2 to 10 business days.
After this phone call, I received a cancellation confirmation, followed by a message offering a voucher. This directly contradicts what was communicated to me during the call, and it has caused further confusion and inconvenience.
I am currently in debt because of this unresolved issue. I used my credit card to make the payment, and I was financially burdened as a result of the misrepresentation and the delay in resolving the matter. I am simply asking for what I was promised in good faith: a full refund to my original payment method.
Therefore, I kindly request that the business honor the original commitment made by their representative and issue the remaining half of $468.20 to my credit card. Anything less is unacceptable, given the circumstances.
Thank you for your time and support in helping resolve this matter fairly.
Sincerely,
***** ******Business Response
Date: 06/16/2025
Greetings,
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. As a gesture of goodwill, a voucher for the full amount of $468.2 CAD has been issued to the email *********************** 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 **************.
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 ************** or email us at ***************************************** for any questions regarding this voucher or your free bookings.
Kindly,
******* PlanellesInitial Complaint
Date:06/06/2025
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 May 19, 2025, I was looking at hotels in ************, **. I looked at the ***************** and was about to book it, but found a *********** for much cheaper. I booked the Hampton. However, I was charged for the room at the *******, even though I never confirmed it, nor did I receive any confirmation number or any email at all. The hotel confirmed it was a no-show. I want a refundBusiness Response
Date: 06/09/2025
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: 06/10/2025
Complaint: 23436213
I am rejecting this response because:They have rejected my request for a refund, before I contacted the BBB.
Sincerely,
***** ******Business Response
Date: 06/13/2025
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. As a gesture of goodwill, we have issued a $100 voucher for this booking. 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 **************.
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 ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* *********
Customer Answer
Date: 06/13/2025
They never emailed a confirmation to me. I was completely in the dark until I was charged.Customer Answer
Date: 06/13/2025
Complaint: 23436213
I am rejecting this response because: It does not cover my entire expense. Also, to prove my case, I was never emailed a confirmation.
Sincerely,
***** ******Initial Complaint
Date:06/06/2025
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.
While booking a hotel reservation I was told by the agent I was speaking with the hotel which I was not . I booked the reservation only to find out in a matter mins that the hotel had mold filth and roaches. I was only 15 maths post double lung transplant and could not take a chance . They said they would refund it was $427.66 they only refunded $********* can not get anyone on the phone and they keep responding with the same mail sent by different people numerous times . Stating it takes 10 days for refund . This has been going on for 7 weeks . Twice when I did get someone on the phone ,they were having someone call me back which never happened. I have read on line complaints of them telling people they are the hotel . Is this something you can help with?Business Response
Date: 06/09/2025
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: 06/12/2025
Havent heard anything from them
and what they sent you is probably another one of there form letters
thank you
Kathleen
Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $427.66 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: 06/17/2025
Thank you so much for your help with this problem. They have responded and refunded my money.
********
Customer Answer
Date: 06/17/2025
Better Business Bureau:Thank you so much for your help with this problem. They have responded and refunded my money.
********
Initial Complaint
Date:06/06/2025
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 filing this complaint due to deceptive booking practices and extremely poor customer support from this company ************************** was misled when booking my hotel stay for June 23, 2025. The company created a website that looked identical to the hotels official website. I asked specific questions at the time of booking to confirm I was reserving directly with the hotelnot through a third party. I was given false assurances, and only after completing the reservation did I realize it was handled by a third-party provider.Because this was a business trip, my employer requires that all hotel bookings be made directly through the hotel. Once I discovered the issue, I contacted HotelPlanner immediately. They refused to assist directly and repeatedly told me they had submitted a ticket and that someone would follow upfirst within 24 hours, then 48. Neither timeline was honored, and no one reached out.After calling five times, I was finally connected to a representative who was helpful. She acknowledged the mistake, contacted the hotel, and instructed me to pay the hotel directly, assuring me that a refund for the original charge would be processed. I followed those instructions. The hotel has since issued a refund to HotelPlanner, but I have not received that refund from HotelPlanner themselves. As of today, I have paid for the same hotel stay twice and still cannot get timely or effective support.When I try to follow up, Im again told that my issue has been escalated via a ticket and that no one can speak to me by phone because HotelPlanner only communicates via email. Ive received no helpful communication or refund to date.This experience has been extremely frustrating and unprofessional. I am seeking a full refund of the original charge, as the hotel has already returned those funds to HotelPlanner. I also urge the BBB to investigate this companys deceptive practices and poor customer service model.Business Response
Date: 06/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
******************************************************************
Business Response
Date: 06/12/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $415.36 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: 06/17/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $415.36 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:06/06/2025
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 amount of issues with this company is appalling. I called what I thought was the hotel to book a room. I was told TWICE that I was speaking with the hotel. I told the person on the phone that I was booking a room for a wedding, and that there should be special pricing for the event. He told me that I was getting that price. I get a call from the groom of the wedding saying I wasnt on the list of booked rooms. So I give the hotel a call, the hotel said they cant even see how the room was booked, it just says online. I asked them to confirm the number I called, they said it wasnt them. I call back the number I called on the day I booked the hotel. It sent me to a completely different hotel in *******. I ask several times to speak with customer service and I get hung up on several times. I had to get the number to contact the online booking company from the hotel staff because I couldnt get through to anyone. They would say Im being transferred, hung up on every time. When I finally called the number the hotel had I got through to someone. He started a case. I have yet to hear back about the case in almost a month. It wouldnt be such a huge deal if it was a couple dollars difference, but it was over $200 more. This company acting as if theyre the hotel is an utter scam. The hotel even told me they couldnt see how much I paid on their end, so this company is pocketing a larger sum. The hotel doesnt even charge $200 a night turns out, they just get to profit by scamming you.Business Response
Date: 06/06/2025
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: 06/06/2025
Complaint: 23433388
I am rejecting this response because:
The dispute was already closed yesterday. So there should be no reason for my account to be put on hold when the case has been closed and I still havent received the full amount back I cant withdraw a closed case
Sincerely,
**** *****Business Response
Date: 06/09/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of 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,
******* *********Initial Complaint
Date:06/05/2025
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 **************************************, ** to book a reservation over the phone. Gave them my information for credit cards on 2-8-25. When I called back to confirm the date, they had no recollection of the booking and said I booked through third party and gave me this phone number ************. This number is out of service. So I googled hotel planner and called. They found my reservation and are not going to charge me 30% of what the reservation costs. When I initially called, they said it was 100% refundable up to 3 days prior to my event (which its still 2 months out). Somehow this company has tapped into the hotel phone or something to scam people. Requesting a FULL refund as discussed over the phone. Also, I initially booked 4 rooms with 2 beds each. When I called to check on the reservation they only had 2 rooms booked. One suite with 2 beds and one room with a queen. That is NOT what I booked over the phone. Again, the email states 30% charge, but when booking I never received an email and the *** told me it was 100% refundable until July 16. But then I receive an email trying to cancel the reservation by an email different from what they gave me over the phone. Things just are not adding up.Business Response
Date: 06/09/2025
Good Evening *******,
I come bearing happy news! I am pleased to inform you that a full refund of $291.12 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: 06/20/2025
Complaint: 23430483
I am rejecting this response because:
Im not sure why you only refunded $291.12. Clearly in the photo attached, you have charged not just the $29.99 that has been refunded, but also $415.89. So we need the full refund back, not half.
Sincerely,
******* *********Business Response
Date: 06/20/2025
Good Evening *******,
I come bearing happy news! I am pleased to inform you that a full refund of $291.12 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesBusiness Response
Date: 06/23/2025
Greetings *******,
I'd love to help clarify! After taking a deeper look into your reservations, I see that reservation #H10396084 was booked as a pay-at-hotel reservation, meaning that we did not charge your card since the hotel took care of charging your card. Therefore, since the charge to your card came through the hotel, any refunds will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Customer Answer
Date: 06/26/2025
Complaint: 23430483
I am rejecting this response because:
The hotel has no recollection of a reservation. This company tapped the hotels phone line booking my reservation with them. The hotel never charged the credit card. This company did in the amounts of $415.89 and $29.99. I already sent proof from the bank attached to the original claim verifying this. The description states purchase lodge *********** which is not the actual hotel description. This has also been verified by the hotel. So, hotel ***********, we just need the rest of our refund. We provided proof, so quit with the scam.
Sincerely,
******* *********Business Response
Date: 06/26/2025
Greetings *******,
I'd love to help clarify! After taking a deeper look into your reservations, I see that reservation #H10396084 was booked as a pay-at-hotel reservation, meaning that we did not charge your card since the hotel took care of charging your card. Therefore, since the charge to your card came through the hotel, any refunds will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 07/01/2025
Complaint: 23430483
I am rejecting this response because:
You keep sending me the same message. This is not resolving the issue. I have provided, yet again, my bank statement proving you charged me this amount and we did not receive the full refund. This is NOT the hotel responsibility. They didnt even have my credit card on file, you did when you hacked their phone system to book my trip. Please, all I ask is that you refund me the rest of my money which is $124.77. A police report is going to be filed within the next 10 days if you cant fix this issue.
Sincerely,
******* *********Business Response
Date: 07/01/2025
Greetings *******,
I'd love to help clarify! A refund of $291.12 was issued for reservation #H10396189, please allow 2-10 business days for a refund to be visible to you. see that reservation #H10396084 was booked as a pay-at-hotel reservation, meaning that we did not charge your card since the hotel took care of charging your card. Therefore, since the charge to your card came through the hotel, any refunds will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
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