Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

The 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:05/14/2025

  Type:Product Issues
  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 April 22, 2025 I called the phone number identified by a Safari Search for the ************* in *******, **** to make a room reservation *************). Later we found out that this was not the hotel's phone number and it did not belong to any person or company affiiated with *******. The person that answered did not identify herself, but did say that they were with the *************. I made a reservation for a room with two queen size beds for one night for 2 people, arriving on May 9. I asked if there were any discounts for Wyndam, AARP, AAA, or Seniors. She said no, and I agreed to the room rate ($205.56) and provided her my credit card information. Shortly after the call I received a text confirming the cost and the date. Then I received an email telling me that their cancellation policy was a one night charge for any cancellation up to the day before arrival and that the reservation was to be prepaid. Immediately I called back the number that was listed in the email and told them that I did not accept the cancellation policy or the prepayment of the room. The person I talked to told me that I would be charged for the one night "penalty" for the cancellation. I told them that I did not accept that and would not pay it. They said that they would send my complaint to their "escalation ****** I never heard back from them and my credit card was charged immediately to HotelPlanner.com. ***** company told me I was just stuck with the charge.I was refunded approximately $74 for "refund policy and taxes & fees. They still owe me $131.This company apparently uses this ruse as a normal business practice. They pretend to be working on your complaint but don't do anything until pressed by the BBB. Help!

  

  Business Response

  Date: 05/14/2025

  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 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, 

  ******* Planelles 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23328715
  
  I am rejecting this response because: **************** denied my dispute and has already paid the Client the disputed amount. Even those the Client misrepresented themselves to me when I made the reservation, did not make the reservation for the number of people and the two queen size beds that I requested, and did not allow me to cancel the reservation without charge as soon as they notified me of their cancellation policy. **************** said that by agreeing to the reservation I had legally accepted their terms and conditions even though the Client did not make them available to me until after I had made the reservation, and in fact their representative had represented herself as being a part of **************, in my opinion fradulently..
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 05/15/2025

  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 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, 
  ******* Planelles 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23328715
  
  I am rejecting this response because: **************** has rejected my Dispute as evidenced by the attached Screenshot of the dispute on my online Account.

  It appears that Hotel Planner is just delaying resolution by making it difficult to resolve the issue. This appears to be a normal business practice for them.
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 05/28/2025

  Greetings, 
  

  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 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.

  Kindly, 
  ******* Planelles 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23328715
  
  I am rejecting this response because: **************** has already paid the full disputed amount to Hotel Planner, and the dispute that I filed with **************** has been closed. I will not totally drop the possibility of reopening the dispute until I receive a full refund from *************. In looking at numerous previous complaints about Hotel Planner with the BBB it is obvious that they are following their script of delay, delay, delay.
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 06/02/2025

  Greetings, 
  
  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 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.

  Kindly, 
  ******* Planelles 

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  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.

  REFUND PROTECTION CONFIRMATION Order Number:4c027ee8-ca77-43f7-9d57-f8e32a95b1dd Purchase Date:April 29, 2025 Booking Information:Hotel Stay - *********** *********** ****************************************** is a FRAUD! They tricked us into thinking they were the actual *****************, they added an additional cost to my bill without my consent and after I FINALLY reached their awful customer service they claimed that someone would be reaching out to me, which was a lie! I want a refund for the money they billed my credit card, I did not consent to the protection insurance that they billed me for. They misrepresented themselves by deceiving my husband, he thought it was the direct hotel! Please help me get a refund from this awful company! I tried so many times to reach their customer service and they passed me along. I tried to reach out to a email they sen me stating a refund will be processed, I am requesting the amount to be written and emailed to me but he email they provided me with was not real and my email came back undeliverable.I would like them to reach out to me and inform me of the refund amount.

  

  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: 05/15/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $151.63 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: 05/16/2025

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $151.63 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:05/13/2025

  Type:Product Issues
  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 April 28, a ***resentative from Hotel Planner charged my credit card $606.75 for a reservation that I clearly told him I did NOT want. The ***resentative, *****, refused to cancel the reservation he made (6/19-6-22,) refused to transfer me to a supervisor, and then, he hung up on ***** the past two weeks, I have contacted the company numerous times and each time, Im told that its being escalated and to be patient.Enough! This is fraud. I never agreed to this reservation as it was sold. In fact, I didnt even realize I was going through a third party until I called the ************ and was advised it wasnt them. On April 28, I tried to reach the ******************** directly but followed a phone number online that unbeknown to me sent me to *************. (When they answer, they make it look like theyre from the hotel youre trying to reach.) I told the *** I was looking to book the Marriott for a conference. He said the conference rate was not available so he booked me into the Sheraton. I asked about the cancellation policy and he said I could cancel until the last day. Then we discussed various rates. When he said my rate included an insurance fee, I told him to remove it, assuming it was an extra insurance that is often covered by credit card companies. The ***resentative did NOT tell me this would change my reservation cancellation policy until I asked him to confirm how long I had to cancel it. When he said there was no cancellation, I told him I was not interested in that form of reservation. But he refused to cancel it, then refused to transfer me to a supervisor. Finally, he hung up on **** immediately contacted my credit card company and also called back to cancel the Sheraton reservation (as I tried to do in the initial call.) Since then, I have spoken with many ***resentatives. They assured me it would be taken care of and said the *** mishandled the call. But the company has yet to take this charge off my credit card bill.

  

  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: 05/15/2025

  Hello ******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $606.75 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: 05/16/2025

  Hello ******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $606.75 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: 05/26/2025

   
  Better Business Bureau:

  Im extremely grateful for this forum because without it, I would be out $606.  
  

  This company hotel *********** failed to respond to a slew of phone calls and emails and acted only after the BBB intervened via complaint ID ********.

  Hotel Planner responded within 24 hours of my filing a complaint. And within a few days, they issued the refund that should have been done from the get-go.  (In fact, I should never have been charged to begin with for a reservation that I did not want.)

  While Im satisfied that my personal issue has been resolved, I worry that this company continues to act in bad faith. It manipulates online ads to make people believe that they are working directly with hotels versus a third-party. Some of their **** lie. And when there is a problem, its impossible to resolve it directly with Hotel Planner.

  I encourage this company to revamp the way it does business.

  Thank you again, Better Business Bureau.

  Sincerely, 
  
  R. Kop 

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  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.

  Purchased a hotel booking through their company and received multiple confirmations. Upon check in, the hotel had the reservation but no payment confirmation even though the payment had already posted through the bank. Upon calling the travel agency to fill out the credit card authorization form, they continually placed on hold, hung up, and ignored several emails from the booking email as well as the hotel company. We have been charged, the money has been taken, and the hotel has not received it. The room was booked for may ***** at the ********* in ********************** and the payment was posted on may 6.

  

  Business Response

  Date: 05/14/2025

  Greetings,

  Thank you for your patience! I am pleased to inform you that a full refund of $215.51 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:05/10/2025

  Type:Sales and Advertising Issues
  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 went on line and booked a marriott hotel in **************** on April 9th 2025. I needed a pet friendly hotel. According to the website they were a pet friendly hotel hotel. I booked the hotel for 4/10 to 4/13. Because I didnt speak to anyone I wanted to double check that they were pet friendly. I would be arriving in the evening and not wanting to be stuck if they werent I contacted the hotel. They are not pet friendly. I said I wanted to cancel the reservation. I was told that the reservation was made by a third party (the first time I heard that). I contacted the company Lexyl travel technologies and cancelled. I had this reservation for one hour. I received an email telling me that the cancellation was successful but there may be a fee. I waited for them to refund the $973 or a portion of it but they never did. Because I paid with ****** i contacted them and they put in an inquiry. They were unsuccessful. I contacted **************** and they put in an inquiry. Im waiting for their results. I want my money back. I want the company to admit that they deceived me by listing this hotel as pet friendly

  

  Business Response

  Date: 05/12/2025

  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: 05/13/2025

  Not sure what to do.  The company said they are looking into it.  OK  that's good.  Hopefully you will get a response

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  Not sure what to do.  The company said they are looking into it.  OK  that's good.  Hopefully you will get a response
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  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 April 13, 2025, I searched Tru by ****** Beaufort on ****** and clicked the call to book option. The number shown was ************** (the hotel's direct line), but when I tapped the call button, my phone dialed **************. Assuming this was Hiltons central booking line, I stayed on the line. A ***resentative answered as Tru by ******, confirmed the location, processed my reservation, and took my payment of $********* no point was I told this was a third-party booking through HotelPlanner. I was explicitly told I could cancel for a full refund if I gave at least 48 hours notice.I received a confirmation email the same day, but didnt review it immediately. On April 15th, I called the hotel directly at ************** to cancel. They found my reservation, canceled it on their end, and informed me it had been made by a third-party. They gave me a number to call to request a refund: **************.I called that number immediately. After I explained the need for cancellation, the ***resentativewho turned out to be from HotelPlannerinformed me the reservation was non-refundable. I explained I had been told otherwise, and that I canceled more than 48 hours in advance. Only after pressing further did the *** agree to issue a voucher to settle the matter.When I reviewed the confirmation email I had received on April 13th, I saw no clear indication that this was a third-party booking. The email did not mention HotelPlanner anywhere in the header, body, or sender addressonly a subtle link near the bottom led to hotelplanner.com.I received a vague text confirming a voucher for $639.10but no code, email, or instructions. After creating a HotelPlanner account, I found no record of the voucher, only my cancelled reservation. After discovering the deceptive nature of the transaction and continued mis***resentations, I no longer consider a voucher acceptable. I am now requesting a full refund to my original method of payment.

  

  Business Response

  Date: 05/09/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23306946
  
  I am rejecting this response because:

  HotelPlanners reply does not address or resolve my complaint. Simply stating that they are working on it is not an adequate resolution. 
  
  Desired resolution: A full refund of $639.10 returned to my original payment method.  
  

  I am not satisfied with the companys generic response and would like BBB to keep this complaint open until a real resolution is provided.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/19/2025

  Greetings Hannah, 

  I come bearing happy news! I am pleased to inform you that a refund of $622.48 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 Hannah, 

  I come bearing happy news! I am pleased to inform you that a refund of $622.48 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: 05/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and upon verifying that the funds were refunded back to my original method of payment, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  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 4/13/2025 I booked two rooms to stay at the *********** ********* /********** at ************************************* for two nights in the amount of $318.58/night for a total of $637.16. Today, 5/8/2025, I was notified by email that my reservation could not be honored at that hotel, and they would book rooms at a different hotel. I didn't want to stay at a different hotel. The representative said they would refund my credit card for the full amount. I asked for an email confirmation, and I was told as soon as the refund was approved I would get that. She also said she would request for some type of compensation for my trouble. I did receive an email that my reservation was cancelled, but a refund was issued for a $159.29 hotel voucher. I want my money refunded as promised. What I paid for was not provided to me.

  

  Business Response

  Date: 05/09/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23306745
  
  I am rejecting this response because: I am expecting a refund back to my credit card in the amount of $637.16.

  I didnt read that in the response.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/12/2025

  Good Evening ****, 

  We appreciate you giving us the opportunity to review this for you! I am excited to inform you that a full refund of $318.58 has been issued for reservation #********* along with a full refund of $318.58 for reservation #H10991405, please allow 2-10 business days for the refunds to be visible to you. Please feel free to reach out to me personally at ********************************** with any further questions or concerns!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 05/13/2025

   
  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:05/08/2025

  Type:Service or Repair Issues
  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.

  Reservation dates 3/28/2025-3/30/2025 PAID in full for stay $372.30 I booked reservation on 10/28/2024, 2 nights at *********** Express **********. My reservation contract states free cancellation until 3/26/2025. On 3/11/2025 I contacted hotel to change my stay from 2 nights to 1 night. I called back 3/26/2025 to hotel to confirm my stay was changed to 1 night and I would be charged 1 night, hotel confirmed. At check in 3-29/2025, I AGAIN asked hotel staff to confirm I will be charged for only one night and they said yes, reservation was updated 3/11/2025 in notes. After checkout I received email stating I was charged 2 nights. I called hotel and spoke with manager ******, she said I booked through 3rd party she cant help me. I was not aware at time of booking that I was using a look a like I thought I booked directly with hotel. I called phone number on original confirmation email, and I have been told my refund for 1 night will be submitted for refund but I have yet to receive $186.15. I have called to follow every week and get the same run around with no refund to my account.

  

  Business Response

  Date: 05/09/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23303109
  
  I am rejecting this response because: the company offered no solution. I have been contacting company weekly since early April to resolve this issue and they provide the same basic statement as provided here, with no estimate of time or assurance of refund being sent. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/12/2025

  Greetings ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $372.15 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:05/08/2025

  Type:Order Issues
  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 made 2 reservations with this company totaling ******. When I went to the hotel they said they were not paid by this company for reservation. I could not check in and the money I paid was not refunded. Complete theft. Please refund me the money you stole from me. When contact the company they will not help me or refund the money they stole from me.

  

  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
  ******************************************************************
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23302231
  
  I am rejecting this response because:
  You had 3 weeks to refund me the money you stole from. You had no intent on refunding me and I will never use your site to book any trips. I also will advise as many people as possible to not use your business also. So you can never do this to anyone again. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/15/2025

  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 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,

  ******* *********

  Customer Answer

  Date: 05/15/2025

   
  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:05/07/2025

  Type:Product Issues
  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 4/11/2025 I booked a hotel room, a premium room. I paid for that and the hotel stated that the booking company sent over a handicap reservation and that this booking place sends that by default. I was advised by the hotel to contact the agency and I was given hotel points from the hotel even though this wasn't their error. The booking agency is claiming no fault and has stopped responding.

  

  Business Response

  Date: 05/09/2025

  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,
  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23300542
  
  I am rejecting this response because: their response is not a response to the issue.seens more of an automated message like they have sent before.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/15/2025

  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 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,

  ******* *********