Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,102 total complaints in the last 3 years.
- 692 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:05/24/2025
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 called and made a reservation three months in advance for a hotel I go to every August. I somehow called a third party (hotel ***********) The young man on my phone reserved the dates then explained to me that I had a Refund Protection Plan. He made it sound as if it was included never quoted a price. Then when he asked for my credit card number and I checked (more than once) that it would not be charged till check In. He did not state I was being charged right away. So I called hotel planner today to complain about the protection plan charge and the woman on the phone commented that the reservation was already paid . So I checked my credit card account and yes, I had been charged. I was so angry at their deceptive practices, I called back and canceled my reservations only to be refunded half the amount.
Business Response
Date: 05/27/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/29/2025
Complaint: 23374981
I am rejecting this response because: you havent given me an appropriate response. I expect a full refund.
Sincerely,
April HenrykahawaiBusiness Response
Date: 05/29/2025
Greetings April,
Thank you for your patience! I am pleased to inform you that a refund of $741.71 has been issued for reservation #******** along with a refund of $729.16 for reservation #********, please allow 2-10 business days for the refunds 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: 05/29/2025
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,
April HenrykahawaiInitial Complaint
Date:05/23/2025
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 signed up to stay at the *********** in **********. My order did not appear to go through. So I canceled out of everything only to find out that hotel planner appeared to have gone through with order and have tried to charge my card. I never received a reservation confirmation, the hotel doesnt see anything from hotel planner and the People hotelplanner Unfortunately cant see anything either again still my plan is still being charged for over $1000 and I just want everything canceled out and I wanna be charged.Business Response
Date: 05/23/2025
Greetings,
I'd love to help! Please provide me with the itinerary number beginning in H for your reservation, feel free to escalate it to me personally at *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Customer Answer
Date: 06/09/2025
Complaint has been resolved. Please close my account. Thanks.Initial Complaint
Date:05/22/2025
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 formally request the assistant from BBB in getting this resolved as I have requested several times for a refund of $472.62 for a hotel reservation made on May 14th at approximately 12:25 pm. I initially believed I was booking directly with Holiday Inn Express and was unaware that the reservation was being handled by a third party. I was misled into thinking I was working with an official representative of the hotel, only to find out laterafter contacting the hotel itselfthat no reservation had been made in my name.Upon realizing this issue, I contacted Hotel Planner to cancel the booking and request a refund. However, I was informed that the reservation was nonrefundable and offered a voucher instead. I want to make it clear that I did not knowingly book through a third party and would not have proceeded had I been informed. I have sent several requests with no response.Misrepresenting the booking process and failing to provide clear disclosure of third-party involvement is highly misleading.Thank you for your assistance in this matter.Business Response
Date: 05/22/2025
Greetings Vina,
I come bearing happy news! I am pleased to inform you that a full refund of $472.62 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:05/22/2025
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.
Yes On May ****** I Went To Hotel **************** And I Book One Room For A Single Person . For Two Nights One May ****** - May 11 . Two Nights . So When I Made It To ******* LOCATED On ********************************* . The Clerk At The Desk Was So Rude And Had A Bad Attitude . Saying That I Didn't Pay FOR Two Nights And He Even Threatened To Called The Police ?? . But The Long Story Short I Rather Get A Refund Because How I Was Treated So Bad I Only Stayed Only One Night And That Was That Friday May 9.Business Response
Date: 05/15/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not ****************. We have provided the contact information to HotelPlanner so that the customer may be further assisted. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
Email: *********************************************
Phone: ***************
We have marked this case closed
Customer Answer
Date: 05/22/2025
I Won't The Hotel *************** To Refund Me My Money ???? Back To My Original Payment Method Which Is My Debit. Card ?? Because I Did Not Stayed But Only One Night n?? Which Was May 9-11 I Only Stayed May 11,2025 I Did Not Checked Back In The ******* LOCATED 310 ******* St In ******* ** Because of ******** Hotel Clerk At ******* He.Was So Rude So I Just Won't My Money ???? Debit Back To My Original Payment Method Because I So Dissatisfied With ********ness Of The ******* Clerk ?? I Won't My MONEY BACK ?? Because I Did Not Say The Other Nights At The Motel ******* ??Business Response
Date: 05/23/2025
Good Morning ********,
I'd love to help clarify! After taking a deeper look into your reservation I see that it is a pay-at-hotel reservation, meaning that we did not charge your card since it was charged by the hotel. Therefore, since the charge was made by the hotel, a refund will need to come directly through them as well. For easier communication with the hotel, I will provide their phone number: **************. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 06/02/2025
I Would Like For The Better Business Bureau ***************** **************** To Refund Me Back My Money In My Original Form Of The Payment That I Made To To The ******* In ******* **!!!!! BECAUSE I Would Like My MONEY BACK !!!!!Customer Answer
Date: 06/02/2025
Complaint: 23328828
I Would Like For The Better Business Bureau ***************** **************** To Refund Me Back My Money In My Original Form Of The Payment That I Made To To The ******* In ******* **!!!!! BECAUSE I Would Like My MONEY BACK !!!!!
Sincerely,
******** ******Business Response
Date: 06/02/2025
Good Morning ********,
I'd love to help clarify! After taking a deeper look into your reservation I see that it is a pay-at-hotel reservation, meaning that we did not charge your card since it was charged by the hotel. Therefore, since the charge was made by the hotel, a refund will need to come directly through them as well. For easier communication with the hotel, I will provide their phone number: **************. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* PlanellesCustomer Answer
Date: 06/06/2025
Complaint: 23328828
Customer stated that she is done dealing with the business and she wrote a review on the hotel she stayed at but she will no longer be dealing with this issue.BBB staff
Initial Complaint
Date:05/20/2025
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 reached out regarding this booking. I was scheduled for *********, **********. I called to change the arrival date. They needed to cancel and rebook. When the representative rebooked the room it was for *********, ******. I spoke to the manager of the hotel in ****** (contact below). She said it was not a problem, but no one had reached out regarding this refund. I received the emails below. This is after several telephone ************************************ ******** Hotel manager- *********, ****** On May 15, 2025, at 4:37PM, Support ******************************* wrote:Hello ****,This response is related to your reservation for Itinerary # H11152384.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.Sincerely,Hannah *** *.Hotel Reservations On Sun, May 11 at 2:39, Lodging Support ***************************** wrote:Hello ****,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.Regards,********************************Business Response
Date: 05/21/2025
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: 06/03/2025
Complaint: 23354114
I am rejecting this response because: it says they are waiting to hear back. Above I attached a screenshot of the email I received from the hotel in ****************. I have included when they told me it was denied. I have included when I spoke to the manager the first time, and I do have a written response from her as well.
Sincerely,
**** *******Business Response
Date: 06/06/2025
Greetings ****,
We appreciate your patience! I am pleased to inform you that a refund of $384.21 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:05/19/2025
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.
Date of transaction: 05/18/2025 I called what I thought was the hotel directly to make a reservation for October *****, 2025. I explained that I am handicapped and on oxygen full time due to a lung disease and asked if they had an elevator. They said no, so I requested a room on the ground floor because I cannot climb stairs. I also let them know I was an **** member for billing. The lady said there were rooms available, took my name, credit card information, etc. and processed my payment, I knew that because I got a text alert from my credit card company while we were talking. When she read the verification back to me she did not mention a ground floor room so I did and she said that could not be guaranteed. (six months early with a reservation and they cannot make an accommodation to be ADA *********** She also said they do not honor **** discounts and charged me $488.37. I requested to cancel the reservation and she said no refunds were allowed. She put me on hold after I questioned that and said they would cancel my reservation and submit a request for a refund. Today, (the next day) I get an email and text from HotelPlanner saying I was given a voucher to use on another stay. I'm disabled, I very rarely travel and will not use this voucher. I would like a full refund to my credit card. This was for a reservation SIX MONTHS early. I could see if it was a date so close that they could not re-book the room, but that is not the case. I'm being penalized for having a handicap and price gouged because I'm old.Business Response
Date: 05/19/2025
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: 05/29/2025
Good Evening *****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $488.37 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: 06/02/2025
Good Evening *****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $488.37 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: 06/02/2025
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:05/17/2025
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 5/15/2025 I obtained a reservation for a Hyatt property in *********, **. Hotel Planner explained their cancelation policy penalty to which I responded "we might as well end this conversation, as I won't accept that." To which, the [very] high pressure salesman ASSURED me the penalty would ONLY be applied if I cancelled at the last minute [day before arrival]. That seemed reasonable and we proceeded. The confirmation arrived with the boilerplate cancellation policy included. I cancelled the following day 5/16 and was informed the refund would exclude one day [$300 approx] due to the cancellation policy. THIS IS BREACH AND MISREPRESENTATION! I can't believe this firm has an A+ with BBB given the huge number of serious complaints. I suspect HOTEL PLANNER has padded BBB compliments themselves.Business Response
Date: 05/19/2025
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: 05/20/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,559.70 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: 05/21/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,559.70 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,
******* *********
Customer Answer
Date: 05/22/2025
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,
***** Todd *********Customer Answer
Date: 05/24/2025
BBB is an important vehicle -- communicate and resolve bad actions by merchants. HOTEL PLANNER had over 1000 complaints over three years -- about one per day. Filed dispute with **** which resulted in refund next day.Customer Answer
Date: 06/09/2025
Complaint: 23343505
IN A PREVIOUSLY FILED COMPLAINT [5/17/2025] AGAINST HOTELPLANNER.COM, they agreed [twice, on 5/20 and 5/21], in writing, to fully refund ******* [see BBB attachments]. Which they did, and simultaneously sent **************** a 12 page boilerplate rebuttal, covering unrelated issues, pleading how they were wronged. And worst yet -- AMEX REBILLED the charges! While **** reinvestigates, I wanted BBB to see how HOTELPLANNER.COM does not honor their commitments. Are frauds. And NO WAY deserve the laughable A+ rating they claim -- given to themselves or due to high rate of resolving their 1000s of complaints. And then DON'T HONOR!
Sincerely,
***** Todd *************Business Response
Date: 06/09/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,559.70 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,
******* *********Customer Answer
Date: 06/10/2025
Complaint: 23343505
I am rejecting this response because: I DO NOT TRUST HOTELPLANNER.COM; THEY AGREED TO REFUND PREVIOUSLY, RENEGGED, AND SUBMITTED REBUTTAL TO MY DISPUTE THRU AMEX, WHICH AMEX THEN RE-BILLED TO MY ACCOUNT! I WILL ACCEPT THIS REPLY AFTER THE CREDIT IS RECEIVED/APPROVED BY ****. I APPRECIATE BBB's FINE EFFORTS, BUT IF THIS DISPUTE CONTINUES, MY NEXT STEP IS TO FILE IN ********************, NAMING HOTELPLANNER.COM,, AMEX [AND HYATT] AS ***DEFENDANTS, AND ALERTING THE MEDIA. I WOULD STRONGLY URGE HOTELPLANNER.COM TO WORK VIGOROUSLY WITH AMEX TO ASSURE RAPID RECEIPT AND PROCESSING OF THE CREDIT, AND NO FURTHER SUBMISSION OF THEIR CONFUSING REBUTTALS.
Sincerely,
***** Todd *********Initial Complaint
Date:05/16/2025
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.
On 15 May, 2025, the website **************** maliciously impersonated the ******************** over the phone and I was scammed into booking multiple rooms to for my high school students through them at the ********************* located in *******, ********. This transaction was completed over the phone, and was told that I was allowed to cancel and refunded with no issues if cancelled within 24 hours. After less than 5 hours, we decided to cancel and get refunded after finding out that it was a third party and not the actual *********************. After cancelling, they only refunded me the amount of $137.87. However, the actual amount they originally charged me was $1551.89.Business Response
Date: 05/18/2025
We have escalated this case to our team for further review. Once we have received an update from our team, we will notify the customer and the ****************** immediately.Customer Answer
Date: 05/24/2025
Complaint: 23342597
I am rejecting this response because:The business stated they will issue a refund for the full amount of the reservation, however they do not do so.
Sincerely,
******* Cancel ****Business Response
Date: 05/29/2025
Please note, our escalations team has reviewed this case carefully and has determined that the customer has booked their reservation with HotelPlanner and not ****************.
We advise that the customer contact HotelPlanner as they will be the point of contact regarding a refund. Please note, **************** does not have the the ability to further assist due to privacy reasons between the customer and HotelPlanner.
We have provided their contact information for the customer's reference:
Email: *********************************************
Phone: ***************We have marked this case "closed"
Business Response
Date: 06/04/2025
Please note, our escalations team has reviewed this case carefully and has determined that the customer has booked their reservation with HotelPlanner and not ****************.
We advise that the customer contact HotelPlanner as they will be the point of contact regarding a refund. Please note, **************** does not have the the ability to further assist due to privacy reasons between the customer and HotelPlanner.
We have provided their contact information for the customer's reference:
Email: *********************************************
Phone: ***************We have marked this case "closed"
Business Response
Date: 06/04/2025
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:05/14/2025
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 thought I was contact Park ************************ in ********** directly and instead booked through Hotelplanner.com for 4/5/25 and 4/6/25. My dog has been battling pneumonia for months and unfortunately became extremely ill the morning of 4// 5/25. I called and had to cancel. While they refunded 4/6/25 reservation they are refusing to even provide a hotel voucher HI0858958 reservation in the amount of ******. I called multiple and they continually lie to me as to the reason they will not refund. They actually told me I did not call and the hotel has me listed as a no show. I called the Hotel and they said absolutely not. I want a refund of ******Business Response
Date: 05/14/2025
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: 05/23/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a voucher for the amount of $108.18 has been issued to the email used to purchase your reservation. 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,
******* *********
Business Response
Date: 05/28/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a voucher for the amount of $108.18 has been issued to the email used to purchase your reservation. 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: 06/16/2025
Complaint: 23330912
I have not yet received the voucher
Sincerely,
****** ********Business Response
Date: 06/16/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a voucher for the amount of $108.18 has been issued to the email used to purchase your reservation. 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,
******* *********Initial Complaint
Date:05/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hotel planner as a third party has hotel rooms available and selling hotel rooms that the hotels dont give them authorization for. I booked 2 reservations through hotel planner. Hotel did not accept and hotel planner did not inform me if that case leaving me with no hotel room to stay at during my trip. Everytime I reached out to hotel planner they gave no solution and no remorse to leaving me with no hotel during my stay. They just told me yeah its cancelled the hotel did not accept when I called them. Supervisor said they will book a hotel cheaper or of the price I originally booked and representative said there is no other hotel available for that price or cheaper and kept giving me the higher rates when its not even my fault to start with that they did not inform me of the cancellation.Business Response
Date: 05/14/2025
Greetings,
I'd love to help clarify! After taking a look into your reservations I see that it was booked as a pay at hotel reservation, meaning that we did not charge your card since this was taken care of by the hotel. Therefore since the hotel charged your card, a refund 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, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Customer Answer
Date: 05/14/2025
Complaint: 23329348
I am rejecting this response because:I understand that my card was not charged and the hotel had not charged either. I have planned my trip accordlying by booking through hotel planner as the rate that was showing on the website which was also confirmed by their end. When getting in contact with the hotel they have said that they dont know why hotel planner is selling their rooms when they dont authorize and told me that they informed hotel planner they are not accepting my reservation. Hotel planner did not reach out to me to tell me this info and I had to find out on my own. This left me with no accommodations for my trip and now when I look to book at hotel rates have gone so high and its out of my control to rebook something so expensive when hotel planner is at fault for not informing and falsely posting hotels they are not suppose to be selling. I have gone back and fourth with hotel planner with seek of help to book something within the same rates I was booked and get some compensation for such a horrible experience and no one is helping.
Sincerely,
****** Bhopal
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