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:01/11/2023

  Type:Sales and Advertising 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 Saturday, January 07, 2023, @ 12 pm., my interest in the Hotel Planner web site was the advertised price of the hotel rooms in **************, ****. The advertised price was $157/per room /per night. I was interested in booking two rooms. Throughout the conversation, the representative confirmed the price of $157/ per room / per night was valid. I then agreed to book the two rooms.In the recorded conversation, they will distinctly find where I said, Since I have you on the phone with a confirmed price of $157, then why dont we book the two rooms.If there was a discrepancy with the understanding of the price of the room, this was the time for your representative to CORRECT my misunderstanding and Provide the Customer the Correct Billing Price. However, the "recorded" conversation will reveal this correction never took place. The representative was allowed to process the booking request, with my understanding, and her agreeing , that the web site price of $157 was valid.Shortly thereafter I received a confirmation email. Immediately upon review, I noticed that the price of the room has been changed from the web site price of $157 / per room / per night..to $240 / per night / per room. I immediately called your web site number to ask for a correction. Through conversations with three representatives, I was told what counts is. AFTER the reservations are completed, the representative performs a re-cap. If the representative is successful in getting someone to say ok.regardless of all of the pricing that had been discussed throughout the entire reservation process, and regardless of the DELIBERATE INTENT of the representative to avoid discussing the actual cost, then Hotel Planner has completed their objective. This is a very deceptive business practice. My position is, Hotel Planner should honor the price advertised on their website, at the date and time of purchase, and as discussed with Hotel Planner's representatives. H6043599 *********************

  

  Business Response

  Date: 01/12/2023

  Greetings *******,

   

  We are so sorry to hear about the miscommunication between you and our booking agent. As my manager told you earlier today, the nightly rate is dependent on the room occupancy. There was a partial refund processed for you. Please allow **** business days to see that reflected on your account.

   

  If you should have any further questions or concerns, please reach out to me directly at **********************************************.

   

   

  Regards,

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

• Initial Complaint

  Date:01/10/2023

  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 Number: H5950846 I thought I was booking a reservation with ************* directly. The person who answered the phone said it was the reservation line. I asked if it was the hotel and the person said it was reservations. Clearly deceptive. I called to cancel the reservation. The representative said they contacted the hotel who approved the cancellation. The representative stated that I would receive a full refund in 48 hours. Today I received a voucher for the full amount. That is not a refund!! Nor is it what the representative agreed to. These business practices are predatory and the representative clearly lied when advising of issuing a full refund.

  

  Business Response

  Date: 01/11/2023

  Greetings,

   

  Please accept our deepest apologies. Please be assured, your refund has been issued. Please allow **** business days to see that reflected on your account. We will have to cancel the voucher you received in error.

   

  If you should have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

• Initial Complaint

  Date:01/10/2023

  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.

  The agent did not disclose that they were going to charge my card $19.87 I ask her several times if the call was pulled it would validate this, this happen on 1/5/2023. I have called six times to speak to a supervisor and they said none was available.

  

  Business Response

  Date: 01/10/2023

  Greetings *****,

   

  First, let me apologize for the booking agents error. After listening to the phone call, I can confirm you asked about a deposit. The agent said there was no charges until you arrive at the hotel. 

  To correct this error, we have refunded the service fee associated with this booking. Additionally, as a gesture of good will, we have issued a credit for $50.00. The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 1 year from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim. Your hotel credit is in the form of a voucher and will be issued within one business day.

  Again, please accept our apologies for this error. If you have any questions or concerns, please reach out directly to me at ******.********@HotelPlanner.com. 

  Kind Regards,

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

• Initial Complaint

  Date:01/10/2023

  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.

  Attempted to make a reservation for Jan 29th, (one night). The agent made it for todays date (Jan 10th) upon receiving the conformation email realizing she made it for the wrong date I called to make the correction. After more that 8 phone calls and 3.5 hours on the phone. I was issued a VOUCHER. When trying to use the voucher for the correct date the agent was not able to process the voucher. Finally I asked for a refund to my credit card. And was told because the cancellation was not within the policy of "X" number of day a refund could not be issued. All of this was through no fault of mine. No one should ever use this company! I am going to work with my bank/credit card company (Chase) to dispute this charge.

  

  Business Response

  Date: 01/11/2023

  Greetings ***,
  
  We sincerely apologize about the unfortunate error our agent made. After listening to the recorded phone call, I can confirm you wished for the check in date to be January 29. Since the prices for the date you asked for are higher than the one you agreed to, we can approve a full refund. Please allow **** business days to see that refund reflected on your account. 

  If you happen to have anymore questions or concerns, please email me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 01/12/2023

   
  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:01/08/2023

  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.

  I made a reservation to ********************* in ********* ** on December 23rd 2022. At approximately 11am I received a confirmation with itinerary number H5984984. When I arrived to check in there was no reservation found. I looked in my email and it showed the reservation was cancelled at 3pm. I was not the one who cancelled the reservation. The confirmation number was 3X4T2SFGH. Hotel planner offered me a refund via a hotel voucher. I paid twice for this room and would like a refund to the credit card that was charged.

  

  Business Response

  Date: 01/09/2023

  Greetings *******,

   

  Thank you so much for reaching out to us. According to our records, you contacted us 12/23/22 at 1:59PM. You requested a cancellation due to you making the reservation when there was a power outage in the region. After the power was restored you had no reason for the reservation. We cancelled the reservation as per your request.

  When you made the reservation, you agreed to the reservation being a "nonrefundable" policy. You agreed to that via a check box before confirming booking. When one books a nonrefundable reservation, we are not obligated to issue a refund. However, the hotel approved a cancellation with no penalties. We issued a voucher for the amount of your reservation.

  As a gesture of goodwill, we have cancelled the voucher and approved a full refund. Please allow **** business days to see that reflected on your account. If you have any further questions or concerns, please reach out to [email protected].

   

  Kind Regards,

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

   

   

• Initial Complaint

  Date:01/06/2023

  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.

  The complaint regards my reservation H5953643 _ Case ****** with HotelPlanner.com I reserved a hotel room (reservation H5953643) for 12/26/22 -12/29/22 at ******************************************************************************. However, I could not check in on 12/26/22, because after arriving at the property on the day I could not reach anyone for help, either from Hoteelplanner.com or Spinnaker at Lake ******. I also DID NOT receive any information about the room code or garage code from the property before arrival on 12/26/22. The garage code was sent to me only on 12/27/22 at 5:23 AM EST from ****** ***************** (Lodging Support). On 12/27/22 at 8:10 AM, I called the property and the manager there told me that the room was supposed to be 106a and the access code was ****. She also stated that she sent the room code to me via the hotel booking company on Dec 26 afternoon but I have never received such an email. Since this booking has been prepaid for $1440.69, I expect a refund for the night of 12/26/22- 12/27/22 for $480.23. I am very unhappy with this purchase and the associated service/support I received. Especially for the experience of two hours of searching for help to check into the hotel but finding no one to help, resulting in that I had to purchase another hotel stay for the night. This ruined our vacation and was a nightmare for me. I want to know how and why it could happen with a hotel business. Please see additional detail in the attached document and let me know if you need any additional information. Thank you and I look forward to hearing from you *************** ************ *************

  

  Business Response

  Date: 01/09/2023

  Greetings,

   

  First, please accept our deepest apologies for this error. I can understand why this situation was very frustrating for you. Please know that we have processed your refund for $480.23. Process time ranges from **** business days depending on your bank.  

  Again, we sincerely apologize. If you should have any further questions or concerns, please reach out directly to me at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18699537
  
  I am rejecting this response because:

  have not received any refund either from the company
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 01/24/2023

  Greetings ****,

   

  Thank you for reaching out to us. Please let us know if we can be of any further assistance.

   

  Regards,

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

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18699537
  
  I am rejecting this response because: up until today (January 25, 2023), I have not yet received the promised refund of $480.23 for the night of 12/26/22 - 12/27/22 from ************. I sent an email on 1/24/23 to Hotelplanner.com to request an update on the refund, as well as I left a phone message at ************** to request a callback. However, I have not heard back from the company. I attached the email sent on 01/24/25 for your information. I am not sure why ************ does not take care of the problem.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 02/03/2023

  Greetings ***,

   

  The refund has already been issued. There was a delay due to the reservation being booked with a voucher, but it has been processed already. Please let us know if we can be of any further assitance.

   

  Regards,

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

• Initial Complaint

  Date:01/01/2023

  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.

  Hi I am trying to get a refund from Hotel Planner. They told me that they were issuing a refund on 12/08/2022 as of today's date 01/01/2023 they have not. I was writing in this field what transpired but I ran out of room. The attached PDF file does contain all necessary information for my complaint.

  

  Business Response

  Date: 01/01/2023

  Dear *******,

   

  First, let me sincerely apologize for the delay in getting your refund. I am going to explain the order in which we do things so what I say following the explanation makes sense. When we receive a complaint, we immediately contact the hotel to see about securing a refund. Since we work as a third party, whether or not we give a refund is solely based on whether the property agrees to give a refund. If they deny it for one reason or another, we have to deny the refund. 

  When you contacted us originally, we contacted the hotel and spoke with an agent at the front desk. She told our agent that she had no record of your situation, so she denied the refund. At that time there was a charge on our virtual card confirming they were going to charge. We contacted the hotel again and spoke with the ** a few days later, and the refund was approved. The reason the refund was not processed at that time is because your reservation was in dispute mode. That locks us out of all the billing options (refund option) for up to 90 days while your bank decides what to do. The next contact we have on file is from the ** calling to confirm the refund. The refund was initiated, but the system kicked it out for a reason I do not know. Then when you contacted us again, the refund was initiated again, but the system kicked it off once more. 

  
  I have notified my bosses of the situation, and notified the proper people to have the refund manually put in immediately, so the system will not stop the refund. From this point, it could take up to 10 business days to see the refund reflected on your account. Just in case you have any questions or concerns until you see your refund, you can contact me directly at ******.********@HotelPlanner.com.

  Again, please accept my sincere apologies on behalf of HotelPlanner for the delay.

   

  Kind Regards,

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

  Customer Answer

  Date: 01/04/2023

   
  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; providing that Hotel Planner actually does process my refund and returns to me my money.
  
  Sincerely,
  
  ***** & ***************************

• Initial Complaint

  Date:12/29/2022

  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.

  I attempted to use hotelplanner's website to book a hotel room due to an event that has a "stay-to-play" requirement. The website is choppy at times. After multiple attempts to book, I was unsuccessful. The website showed "free-cancellation" options however I was not able to book successfully. I revisited the website once again and only "non-refundable" options were available. The verbiage used on these options failed to disclose they were non-refundable options. Only after my booking was successful, did the disclosure related to a non-refund policy, appear. The hotel booked was Home 2 Suites located at *********************************************************************. I called hotelplanner's service line of ************ and spoke with an agent. After explaining my experience, he gave me the option to call the hotel directly to cancel for a refund. I followed the agent's advice and spoke with the hotel property and they were able to cancel the reservation. I confirmed with the hotel property that they marked the option for a full refund. I called back to hotelplanner and the second agent stated that my reservation remained in full force and that a refund would NOT be issued since it was non-refundable. The agent offered to cancel the reservation but stated I would not receive a refund. I tried calling the corp office at ************** and could only leave a message. I received an auto-response that I would be contacted soon.HotelPlanner-itinerary number is H6008926 Home 2 Suites-confirmation number is ******** What I am requesting is a call from an executive at Hotel Planner and a full refund of $716.00 back to my credit card. I am seeking the "free-cancellation" option that is actually cheaper on their own website.

  

  Business Response

  Date: 12/30/2022

  Greetings,

  The cancellation policy to which you agreed is a non refundable policy. When we have a guest that wants to cancel a non refundable, we have to advise them the refund is solely based on whether the hotel agrees to cancel without charging a penalty. You called the hotel directly to cancel, which is fine, but when the hotel cancelled, it does not cancel in our system. I did call the hotel and spoke with the front desk to confirm if they charged a penalty, the agent advised me there was no penalty. 

  I cancelled this reservation. I was able to get your refund approved as a gesture of good will. Please allow **** business days to see the refund reflected on your account.

  If you have any further questions, please contact me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18657371
  
  I am rejecting this response because:

  The "non-refundable"verbiage is unclear until the purchase is finalized. When I navigated the page, the "free-cancelation" options were not offered. This a deceptive business practice. Hotel *******'s decision to refund was not a goodwill gesture but is the correct action since your agent stated and you wrote that if the hotel cancels with no issue, the the money belongs to me as the rightful owner.

  I will accept a response to close this case when I  receive a written apology for the experience I had with your second agent, the fall sense of "goodwill" Hotel Planner claims they are giving, and when my money is credited back to my credit card. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/27/2022

  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.

  We reserved a stay for 3 nights. We called to ask them to change it to a 2 night stay. They said they could not do that and had to cancel the entire reservation and rebook for 2 nights. This way we did not lose out on the cancelation fee. They then proceeded to tell us to wait for an email and they issued a voucher for the full amount but would not refund the difference in the charges on our card. The reservation number is h5956286. All we want is to book a 2 night stay and have the remaining amount refunded to our card. It has been the most stressful thing we have ever had to deal with.

  

  Business Response

  Date: 12/30/2022

  Dear ******,
  
  We received a notification that the booking amount has been disputed through your bank. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record,
  
  This requires us to close your ticket pending the dispute investigation, which can take up to 90 days, and unfortunately, there is no manual override.
  
  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 and emailed to [email protected]
  
  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)
  MUST state cardholder dropped or withdrew the dispute
  MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of card
  Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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.
  
  Sincerely,

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

• Initial Complaint

  Date:12/25/2022

  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.

  I booked a room at ********************* in *********, **. I thought I was dealing directly with the property, but come to find out I was not. The landing page and online checkout looked like the webpage of *******************. The charge to my credit card was in the name Hotel ****** The itinerary number is H5967865.The property is not manned and I was supposed to receive a booking email with the room assignment and details of how to access the property and room. Nothing came via email or text. When I arrived the property was closed due to repairs. I found this out by calling the property owner who had their phone number posted on the grounds. The property owner said they had been contacted by Hotel Planner and had confirmed the property was closed. I proceeded to call the number on the reservation. The first time someone answered who then put me on hold and then hung up. I called again a couple more times and received automated messages with reference numbers assigned and promises to return my call. This never happened. Then I had an online chat with someone named ******** explaining the situation who sent me a text in the name of ******************************* saying I would receive a refund. I felt uneasy about the transaction so my husband did some digging and found another phone number to call. This number rang to a call center in ***************. The person who answered the number told me the booking was non refundable. My husband explained the situation and the person then said he had done some more investigation and we would receive a refund and we should wait ten days before calling back.The whole interaction makes me sick to my stomach. Luckily we were able to salvage the trip by staying with friends. *****

  

  Business Response

  Date: 12/26/2022

  Greetings *****,

   

  I can see that your refund was fully processed. Please allow **** business days to see the refund reflected on your account. We do apologize for any inconvenience you experienced. If you have any further questions or concerns, please email me directly at ******.********@HotelPlanner.com.

   

  Kind Regards,

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